By: Beth Evarts
Customer Service is the art of human contact on many levels. It is about recognizing another human being, providing a positive exchange between two people and embracing the impact you have on that other person. Human interaction with others can be life altering at home and at work if you just take the time to consider your actions and how you deliver them.
Ask yourself who you are! Just a simple gesture of saying hello with a genuine smile can be enough. Take time to make a simple gesture like this every day. Each time take it a step further, because the more contact you challenge yourself to, the more comfortable you become at it. Continue reading “How would you define CUSTOMER SERVICE?”
By: Lisa Kamper
One of the most frustrating things to me today as a customer/consumer is when I call a company and an automated operator tells me to select one of the following options. Then when you do, it is usually the wrong option. Then you’re instructed to push the star key to return to the main menu only to start the entire process over again. Your only goal at that point is to speak to someone who can listen to your needs, help find a resolution to an issue, even for something as simple as just paying a bill. Many companies today appear to be moving towards automated response models; they are looking at these systems to provide information, solve problems and even diagnose issues. The drive towards these types of systems is in reaction to the demand to cut costs. Continue reading “Choosing your Main Sales Model… We Choose Customer Service”
By: John Ricco, CAE
I swear I didn’t mean for this to happen, but it did. I was in Las Vegas on business and needed to overhaul my entire travel plan home. O.K. so that’s not exactly the Hangover-esque tale of debauchery you were hoping for, but it got you reading, right? Continue reading “Business Travel Lessons – The Hard Ways”
By: Kim Barclay
On almost a daily basis, we experience negativity on some level; on the news, interactions with clients or customers and with your family and friends. It’s a part of life….it’s everywhere. We tend to hear and react more about the bad and negative things than we do the good things. I have a great story to share that reiterates that having a good experience not only makes one happy, but also sharing a positive experience with others, creates a wonderful chain reaction. Continue reading “Catch More Bees with Honey, You Will, Young Padawan”
By: Amy Bean Napier
This week, many of our staff will be traveling to Las Vegas to work an annual trade and management conference for a national client.
For the past 10 years, Las Vegas has utilized a number of variations of the marketing phrase “What Happens Here Stays Here” including the most popular “What Happens in Vegas Stays in Vegas.” This usage of this marketing iconic phrase has made people laugh but has also resulted in increased tourism rates. In 2015, Las Vegas is expected to welcome more than 40 million visitors, a record high for the destination (visit www.lvcva.com for more statistics and information.)
At Partners In Association Management, we have also had success in encouraging our staff to live the phrase “What Happens Here Stays Here” during work hours. Continue reading “What Happens Here Stays Here”
By: Kim Barclay
When you start a new job or are in a new environment, do you feel like you are a misfit on an island? When you enter a situation that you don’t know the culture, dynamics, rules or routines; one can feel very isolated. Most of us have been there and it’s a very uncomfortable place to be.
After I chatted with several co-workers in my office about how frustrating it was to navigate the office when we were first hired; a few of us thought if we came up with a plan for a new hire orientation, that it would assist new employees immensely and make them feel more educated about the office environment. We presented our idea to ownership and they gave us the opportunity to develop what has become our “buddy” program. Continue reading “The Island of Misfit Newbies”
By: John Ricco, CAE
The Thanksgiving holiday begins a time of year where we often take stock of our annual accomplishments and shortcomings and generate thoughts of grandeur for the upcoming year. Thanksgiving is time to express gratitude for the blessings we have to family, friends and colleagues. There two simple ways you can use the theme of Thanksgiving which, if you commit to and are willing to invest less than 1% of your time, will pay huge dividends in 2015 and beyond.
“No duty is more important than that of returning thanks.” – James Allen Continue reading “Mom Was Right: Two Simple Steps for Success”
By: John Galligan
Sometimes you only get one shot in the business world. An entire business relationship can come down to just one phone call.
When someone calls a place of business it is usually because they need help with a request or need information. They have an issue and need it fixed. We have to realize that the phone call they are making might be the only one they make. If they need assistance and they get bad service they might explore new options. Continue reading “One shot”
By: Danielle Jessup, BS
When you hear that enlisted military personnel, military generals, firefighters and airline pilots are among the top four most stressful jobs in 2014, you are probably nodding your head in agreement. Especially since they all deal with the safety of others and are considerably dangerous jobs. Now if I had to guess, you are probably not thinking that number 5 is an event coordinator. Why is it that we love this profession, specifically association meeting management which is the most challenging type of event planning? For me, it’s the challenge of demanding budgets, tight deadlines and ensuring attendee satisfaction. Here are three easy tips to help you stay calm. Continue reading “5th Most Stressful Job in 2014 – Event Coordinator”
By: Lauren Asbell, CMP
It’s 9:00 a.m. Monday morning and your board has decided they want a brand new logo for the association. Who you gonna call? A GRAPHIC DESIGNER!
Ok, so I’m a designer, not a writer, but if that situation did happen a graphic designer would be the perfect person to call. Below are some tips to successfully work with a designer. Continue reading “Tips for Working with a Graphic Designer”