‘Split Second’
Wednesday, June 30th, 2010
By Drew Stevens, Ph.D.
The following list of 10 Customer Service Killers includes powerful principles that can be used by Project Managers both from within and outside of the organization. Let’s face it, if you are performing a service for someone, even if it is another person up the hall, they should be considered as one of your customers. Here are some things to keep in mind that will increase your customer service exponentially!
- Using email to respond to clients. Failure to directly engage with a client is lazy.
- Procrastination. Stop putting off the call to a client, nothing is more important.
- Professionalism must always be present. You are required to dress professionally and ready to serve. Dress codes must be upheld, you are a direct representative of the company that employs you.
- Using electronics to veil your personal side. Write thank you notes; send formal quotes and reply to customer issues in written form. Customers are the reason you are in business.
- Customers are not an interruption to work they are the purpose for it. Failure to embed this into a company culture is one of many reasons to cease operations.
- Even the most onerous customer is to be treated with respect.
- Divorce clients that take too much time and money from the bottom line.
- “The reason for business is to create a customer.” – Peter Drucker. Make it so. All activities must be directed to client acquisition and retention.
- Greetings are discourteous. Frontline employees are the first thing customers seek. Cashiers, receptionists, etc must be empathetic to the customer.
-
Subordinate transfer. A customer past to subordinates is not delegation it is narcissism. When executives and managers spend more time behind desks then with clients they are removed from the vibrancy and raison d’etre.
Tags: Dr Drew Sales Tips, Leadership, PDUs2Go, PMI, PMP, Project Management
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Monday, May 31st, 2010
By Drew Stevens, Ph.D.
One of the worst things that hurt individuals is the inability to grow. We all have skeletons that haunt our past- if we let them. Previous issues, phobias and concerns can be like anchors on boat, they can continually drag you down until you reach the bottom; and they can sink you.
If you feel you are held back, it just might be past ghosts. The focus must be on the present and the future- not the past. You cannot alter the past; you can only impact your future.
I learned this imperative life lesson many years ago as a survivor of child abuse. After many years of physical and mental anguish I was forced to mature quickly while making many life-altering decisions. Now as a professional entrepreneur and more importantly a joyful father and husband I understand the power of focus and future. Life from time to has been volatile but if you remain focused and positive you can create the future you desire. Here is what I have learned along the journey: (more…)
Tags: Drew Stevens, PDUs, PDUs2Go, PMI, PMP, Project Management, Success
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Friday, April 30th, 2010
By Drew Stevens Ph.D.
Many organizations deal with employees that do not perform to standards. One of the most frustrating things for managers and supervisors is to have employees that continually repeat the infraction. However, when the issues continue managers and supervisors are left to discipline and more likely terminate the individual.
One of the critical factors impacting work is job satisfaction. With ever increasing productivity demands the stress level within organization is very high. The question posed then is what can a manager do to assist with increasing performance? Further is it possible for a manager to motivate an employee?
Causes of low morale correlate to the organization, its culture, and its management. Several factors contribute to employee motivation and organizational morale. A study by the Corporate Leadership Council reveals (more…)
Tags: Motivation
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Wednesday, March 31st, 2010
By Drew Stevens, Ph.D.
Recently a friend of mine was conducting performance reviews for her staff. She has 16 direct reports and when finished all received a superlative review. With the completion of her paperwork and interviews she provided the reviews to her manager for sign off. Trouble began. Her manager indicated to her that she would need to revise all 16 reviews because no one could receive a superlative- it would hinder the firm’s bell curve. I am not making this up!
Performance is based on individual observed behavior as it correlates to both goals and organizational standards. Employees are then reviewed based on prior performance to these issues. Therefore individuals are honored for their efforts to conform to these standards. Bell curves kill morale and performance because they not only compare but reward non-performers with performers.
Two issues here: (more…)
Tags: Management
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | 2 Comments »
Sunday, February 28th, 2010
By Drew Stevens, Ph.D.
A majority of the issues related to worker productivity stem from enthusiasm or the lack thereof. Individuals simply go to work despite their abhorrence of their employer, the monotony, and the products.
• Leadership not serving as exemplars – some leaders today are narcissists, demeaning and ruthless. More importantly, leaders’ salaries can exceed employee pay by 425 times the average worker. Leaders need to act in harmony with employees and enure equal treatment of all. Cultures where this practice occurs frequently include McDonalds, Fed Ex and UPS where employees and management are one. (more…)
Tags: Management, Motivation, Relationships
Posted in AUTHORS, Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second, newsletters | 1 Comment »
Wednesday, February 3rd, 2010
By Drew Stevens, Ph.D.
Thousands of books and articles are written each year on leadership and organizational management but not many on change. There is a torrent of content and research, process visuals statistics, however what is required is understanding people. The irony is that study needs to focus on change with a more candid look at how to alter behavior. Change is simple as long as one knows where and how to look.
Change happens everyday. The workplace is riddled with new policies and procedures and even new employees that create barriers. When traditional barriers are altered, those creating them are considered change agents. More importantly, change is mainstream for organization due to globalization and technological change. Practices of three to five years ago are no longer relevant and in order to remain competitive change is required. Moreover, as the United States begins a “Pre-Boom Economy” stemming from financial volatility the increase in merger and acquisition creates voluminous changes in organization.
(more…)
Tags: Leadership, Leadership Challenges
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Thursday, December 31st, 2009
By Drew Stevens, Ph.D.
As the year ends there are four things for all to think about in the new year. As others resolve personal and professional resolutions, project managers might desire contemplation on four simple concepts to help make projects operate more completely.
- Start early – The best projects begin with a plan that are completely mapped out and focus on outcomes. The old adage of fail to plan and plan to fail is gruesome for project managers. Begin the process to ensure all understand milestones and tasks so that all are accountable.
(more…)
Tags: Leadership
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Tuesday, November 24th, 2009
By Drew Stevens, Ph.D.
It only takes a moment for frustrations to flare due to inappropriate communication. From the wording in an email, to body language during meetings, communication for project managers is daunting. The single largest issue of project management is communication in order to ensure all systems and personnel are functioning at maximum efficiency.
Ironically, if communication is so important, why then is it such as issue to communicate. There are numerous reason but suffice to say, the relationship dilemma boils down to two premises 1) trust of the work-team and 2) flow management. Projects function well when communication is readily available and candid. Here are some tips to help manifest such behavior.
(more…)
Tags: Leadership
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
Sunday, November 1st, 2009
Drew Stevens, Ph.D.
Drew Stevens PhD, President of Stevens Consulting Group and renowned author, consultant and sales expert literally wrote the book on improving business skills. Dr. Drew is the author of six books including Pump Up Your Productivity and Ultimate Business Bible that have helped thousands of frustrated managers, and entrepreneurs improve their skills and gain dramatic results.
Experienced with helping entrepreneurs and project managers, Dr. Drew works with organizations that desire to dramatically accelerate business growth! Drew has been successful in developing a consistent organizational culture that increases productivity by 40% while creating business standards to reduce labor intensity-resulting in record revenues and higher productivity and profitability.
| PDUs by Drew Stevens, Ph.D. |
Split Second Time Managemen for PMPst
Helpful resources for the stress out Project Manager
1 PDU |
Split Second Leadership for PMPs
Keeping Employees Productive
1 PDU |
 |
|
Split Second Communication for PMPs
1 PDU |
Split Second Customer Service for PMPs
The Hidden Secrets of Service for Project Managers
1 PDU |
|
|
Tags: Leadership
Posted in Drew Stevens, PhD., NEW RELEASES, Split Second | No Comments »
Saturday, October 31st, 2009
By Drew Stevens, Ph.D.
Let’s face it, the year has been stressful and while things are becoming better, there is still over 90 days to this hapless year. With numerous budgets sliced and time running short for year-end deadlines the stress and drive are affecting many project managers. However, there are methods that managers can do to help instill contentment to staff while getting all to work collaboratively.
Communication. It is vital for project managers to communicate effectively. In fact, the gravest misunderstanding about project management is communication. Surveys show that many managers assign tasks, delegate issues and leave people alone. It is imperative for managers to meet with the project team often and discuss the myriad of issues. Research shows that 67% of job productivity is attributed to the relationships between manager and employee. When managers communicate often with employees productivity and morale improve.
(more…)
Tags: Leadership
Posted in Drew Stevens, PhD., PDUs2Go Author Article, SPECIAL EDITION, Split Second | No Comments »
