The Ella James Show

Tags: "ella james" "talk back" talkback tv "the voice"

More Bang than buck?

It's not bang it's buck.. Really? The argument of people buying for service or experience over price is fought often. How do you handle it in your business, when your customers (potential customers) tell you they can get it for cheaper down the road?

I found this interesting blog BRANDAUTOPSY which talks about a company in the US that is providing a great experience.

I told them that there are great companies doing business like this in Australia, including Pierce Cody's MACROWHOLEFOODS

Is your business going for gold by aiming for price competitiveness, or are you driven by a happy experience? Would love your comments.

Happy New Year, Ella

Tags:

Business Women Connect in Sutherland

Thankyou so much for having me speak at your luncheon today. I really enjoyed it. Here are some links to the things I spoke of. If you roll your mouse over and click on the highlighted bit.

Dr Robert Cummins, Deakin University AUSTRALIAN UNITY WELLBEING INDEX You will need ADOBE ACROBAT FOR THIS ONE.

Authentic Happiness - Martin Seligman, try the quizzes!

BBC TV PROGRAM ON HAPPINESS

I wish you all great success, and a fabulous, less stressful 2007.

Warmest Regards,
Ella James

PS You can get more copies of the TIME BUDGET 26 HOUR DAY from my website.
www.ellajames.com

Those of you interested in blogging. Make a comment here, and I will post some blogging information after Christmas.

What is Success?

I found this quote 2 years ago, and it works for me
What is success
Ralph Waldo Emerson

To laugh often and much, to win the respect of intelligent people and affection of children ,to earn the appreciation of honest critics and endure the betrayal of false friends, to appreciate beauty, to find the best in others, to leave the world a bit better, whether by a healthy child, a garden patch, or a redeemed social condition ;to know even one life has breathed easier because you have lived...this is to have succeeded

The Dearth of Female Bosses

I found this article in the NEW YORK TIMES about the dearth of women as bosses in the US. We seem to have this problem in Australia too. Why do you think this is? I would love to hear your comments on this? What is it going to take for women to rise in business? Sure, there are some women who have navigated the glass ceiling, but they are few and far between...what is holding women back?

Welcome the women of Business Women Connect in Sutherland

I am looking forward to meeting women at the Business Women Connect Luncheon at the Sutherland Trade Union Club on the Kingsway on December 20 2006.
Find out more about this fabulous networking opportunity here BUSINESS WOMEN CONNECT

Customers

The customer is always.....the customer! One wag once told me 'business would be fabulous if it wasn't for customers, they take up so much time!' Is he right or wrong?

They can be difficult and demanding...and course...we are customers too from time to time..and we can be all those things and more, right?

So how about some interesting ways to handle customers and complaints. This information came from some business managers I recently addressed in Sydney.

Serving Customers and Handling Complaints
Train Staff around complaints and how to deal with them in the first instance so you as a manager can get on with growing your business.

Set guidelines for staff and all them to take ownership of the issue.

Empower staff to make decisions within their discretion and support them.

Shape and mould new staff to suit your management style.

Really be clear about your expectations of customer service standards. If it's excellence you're after. Lead by example.

I once attended a sales training conference and remember getting some great information. A manager from a Ritz Carlton Hotel was talking about their style of leadership. How they used to manage using the standard pyramid, with the big boss at the top and the underlings trickling down to the lower levels. The boss made the rules, and everyone followed. Sure, it has to be that way. But what if you allowed another paradigm to operate at the same time. Empower staff on that bottom level to operate within the organisations guidelines?
So here's what happened. It was late one Friday afternoon. A guest was waiting for a taxi to take him to the airport. The taxi was late, it was Christmas, and there were no vacant taxis driving past either. The doorman had an idea. He ran to the managers office, grabbed his car keys, left a note for him saying 'Guest must get to airport, taking him in your car'. Imagine the guests surprise when the doorman said 'here you go Sir, I'll drive you'. The guest made his flight, and now always uses Ritz Carlton hotels.

Ok, so you've heard it before, going that extra mile. The manager was shocked, then surprised, then thrilled. The story has gone around the globe and is one of the reasons the Ritz Carlton is known for going the extra mile. Other staff heard the story and immediately thought of ways they could 'go the extra mile' too.

What ways can we go the extra mile for our customers to improve our productivity? Love to hear your thoughts.

Visit again soon, for more information on how to make the most of your uniqueness in your career.

Warm Regards,
Ella