Category Archives: Customer Management

BUSINESS OWNERS: KEEP THIS CRISIS CONTROL DIRECTIVES IN YOUR FILES: LESSONS FROM UNITED AIRLINES

San Diego, CA, 2017-Apr-18 — /EPR MANAGEMENT NEWS/ — Every company has a crisis from time to time. If the company is small or medium in size, one crisis can take it off the map. Here are some directives that will get you through your next one; share it with your senior staff and don’t read it ‘after’ the event occurred, this should be in memory lest you compete with United for news space.

1. TRY TO RESOLVE IT WITH SOMETHING THAT COMES EASILY TO YOU, THAT YOUR CUSTOMER VALUES. Whatever business you are in, you get your goods or services wholesale (free flights, even on a standby basis). Try to resolve the problem by offering something that has a high perceived value but is not so dear to you that it creates a large loss. The customer is ‘not’ always right, but the customer can write something about you on Yelp and, as it hurts you more to respond, they will ‘seem’ right to the public, who will only read one side of it all.

2. AVOID CALLING THE POLICE (of any kind) FOR A NON-CRIMINAL INCIDENT. Once you try to make the police force your own, and they step in with people who are trained to control others, you will have alienated your client past the point of no return. Worse yet, if the person flails and touches a police officer, he or she now gets a criminal record thanks to you and believe me, you will pay dearly for that. As stupid goes, this is the most stupid move a company can use against a client when the company is not at threat. A disagreement is never resolved when one party is fully armed and the other is afraid of arrest.

3. SHOW THEM WHO THE MANAGEMENT REALLY IS, AND DEMONSTRATE COMPASSION FOR THE SITUATION. If your story makes it to social media, the first response from the CEO should be an instant public apology. The public needs to think of him or her as a nice, warm, empathetic individual who just had the bad luck of hiring someone who had no common sense. Mistakes happen. The public forgives you. If, on the other hand the CEO makes a bad impression or supports his or her staff, regardless of their poor choices, then people will fear the company and avoid it all costs. Do you understand?

4. DO NOT ANGER A CUSTOMER AND THEN ACCUSE HIM OR HER WITH BEING BELIGIRENT. This is a common tactic used by the police to arrest persons. Lawyers use it at trial all the time. You say something inflammatory, the person reacts, and you try to show the jury how unreasonable they are. This is dangerous behavior. Unless you have the powers of arrest, you shouldn’t do something to further anger your customer. If you have an angry customer, you should do everything you can to get them to a reasonable and calm state. The easiest way to do so: Offer something up front, then dine or have drinks with him or her in a casual manner and work out the rest. Using this system you may create the most loyal customer (who refers you business) when you are finished. People understand errors occur: it’s how you handle them.

5. IF YOU CAN’T SAY ANYTHING EMPATHETIC KEEP YOUR MOUTH SHUT. A client/customer may upset you. They are in a heated state due to what happened. Don’t get offended. Many of them don’t even mean what they say in the heat of the moment. If you can avoid internalizing the person’s comments, try to mentally experience the situation from their point of view. The easiest way to do it is not to think of them, but to think of one of your parents, your spouse, or your best friend having gone through this and how you would respond. Now do this with your client.

6. BE CAREFUL WITH YOUR WORDS AND POSITIONING OF YOUR FIRM.
It’s easy to say and do what you want when you have a golden parachute. However, a corporation’s reputation is largely based on the philosophies of the CEO when it comes to customer service. Remember the corporation took care of you and your family when you were looking for a career or opportunity. Now, it needs ‘you’. Do everything with all the integrity the company deserves, even if you have to bite your lip in doing so.

7. MAKE CONTACT WITH THE AGGRIEVED PARTY ASAP. Call the person, arrange a personal contact and work things out. Do not let it get to the media or to a lawyer’s office. Let the person hear from you and know that you care. The difference it will make is phenomenal. It does not matter that you are on vacation when it takes place or even sleeping. You are better off losing a night’s sleep than months of sleep in the future while your and you company’s reputation are in the balance. Don’t just contact the party, make this up to them. For example, in the United Airlines’ case, I would have put Dr Dao on a private jet asap, with a limousine waiting at the other end. The scenario would have turned out very differently.

8. WORK IT OUT BEFORE IT BECOMES A LAWSUIT.
If a situation is so out of control that a lawyer has been hired or litigation is threatened, resolve it immediately through opposing counsel. Negotiate and work out a settlement or understanding of some sort. Keep the settlement confidential if you have to, or be generous and go public with it; especially if you are in the wrong. The worst thing that can happen in this case is what happened with United Airlines: the lawyer was enjoying free national airtime to say what he wanted.

If a lawyer has been hired, you did not follow the rules above very well. Once the legal game is in play, in will only serve to infuriate the customer more and the legal game is all about sides. At this point, hope the party has a reasonable lawyer as you can no longer directly communicate with the person. Litigation is one of the worst diseases a company can catch, avoid it at all costs.

We hope your next crisis is averted rapidly and wish you the best!

________________________________

Steven Riznyk is the CEO and senior litigator of San Diego Biz Law, a crisis-negotiator, and business strategist who is hired to analyze and resolve complex and crisis issues worldwide. He can be reached at 619-793-4827.

SanDiegoBizLaw.com
Contact: Amanda Berkshire
San Diego: (619) 793-4827
Email: ab@Worldwide-Press.com

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Contractorcoaching.com: Construction Jobs Outpaces Workers Availability

After years of trimming jobs in the wake of the Great Recession, contractors and subcontractors say the pendulum has swung the other way, and now they are looking to hire skilled workers who are no longer available in the job market.

“I said this two years ago, if we have a full-speed recovery in the construction industry, we will not have the available workers to fill the jobs,” said Henry Goudreau, CEO & Founder of HG & Associates, Inc., and http://www.contractorcoaching.com. “The only way to correct this is by a grassroots effort by contractors in offering training, or convincing high school candidates to take construction training courses. It is in our best interest to start working on this now rather than later.”

To make up the shortfall, builders are training workers themselves, recruiting from outside the area and working with local technical schools on a slate of new training programs expected to begin in the fall.

Goudreau offers a report for contractors on how to increase sales and drive more money to their bottom-line. It is free for contractors by going to http://tinyurl.com/me78v37.
Henry Goudreau is known as the most sought-after business-building coach, speaker, and author for contractors. He is famous for turning around the problem plagued construction business, building profits, freeing up the owner’s time, and streamlining processes that build success, brand, and loyalty.

He offers business-building advice to contractors at his web site, and works with owners mastering and implementing his proven business model. This virtual road map for contractors helps them to build powerful niches and a true understanding of what it takes to be profitable.

Goudreau can be reached at (941) 377-1254.

END

Contact Info:
Henry Goudreau
HG & Associates, Inc.
5824 Bee Ridge Rd., #316
Sarasota, FL 34233
PHONE: 941-377-1254
FAX: 941-377-8761
EMAIL: henry@hgassociates.com
WEB: http://www.contractorcoaching.com/

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Marlton-based eMaint Doubles Revenue and Triples Staff since 2010

During a time when other companies are laying off and retrenching, South Jersey based eMaint Enterprises, a technology leader in delivering cloud based CMMS software and services, today announced significant revenue and staff growth over the past three years.

Revenues at eMaint grew 45 percent in 2012 over previous year, and a cumulative 167 percent since 2010. “Our customers, which run the gamut from family run farms to multinational corporations, are experiencing economic challenges just like everyone else,” said eMaint CEO Brian Samelson. “That means, more than ever, they need partners that save them time and money. eMaint has proven it can do that, and customers have rewarded us with their business and referrals.”

To support this explosive revenue growth, the company has kept pace by aggressively growing the size of staff, which has increased threefold in the past three years. In 2013 alone eMaint has hired 15 new employees, the majority of whom are recent college graduates. There are many good reasons to have a constant flow of new college graduates joining the company. “We are always looking for employees that have a high energy level, bring new ideas to the table, and are open to a culture of rapid change as our business continually adapts to meet the needs of our customers.” said Jon Hollander, eMaint’s Executive Vice President of Operations.

eMaint’s flagship product is X3, a cloud based Computerized Maintenance Management System (CMMS). X3 is supported by a full range of services – from implementation to training in advanced applications such as predictive maintenance and integration with third party applications to work order management and tracking. Its “Software as a Service” (SaaS) model emphasizes a high degree of configuration and flexible pricing models geared to the needs of all business sizes. Support for mobile devices has made the application even more accessible to a workforce of technicians who are no longer required to be in an office or at a computer to access the system. Its customer base now surpasses 18,000 users from approximately 3,500 customer sites. eMaint also enjoys a high customer retention rate of 96%.

In 2012, eMaint was named South Jersey’s fifth fastest growing private company by the Philadelphia Business Journal, received the BOSS (Best of SaaS Software) award from THINK strategies and was included in the “Philly 100” honor roll of fastest growing privately held companies by the Entrepreneurs’ Forum of Greater Philadelphia.

“It’s not often for a company that’s been around as long as we have to see the level of growth over the past few years that we have experienced,” said Samelson, who founded eMaint. “Our key to success is simple: We listen and respond to customer needs. When we say, ‘your success is our mission,’ it’s not just a slogan.”

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Top Ten Ranking for MITIE in the UK’s Biggest Race and Gender Benchmarking Survey

MITIE Group PLC, the facilities management services, is delighted to announce it has been named as one of the top ten private sector organisations for ethnicity in the workplace by Race for Opportunity and Opportunity Now, the race and gender campaigns from Business in the Community (BITC).

MITIE was commended by BITC for several current initiatives including some around recruitment and career progression, workplace policies and practices, plus its work in the community.

In particular, MITIE’s network of diversity ‘champions’ was recognised as an excellent example of making a difference on gender and race, both in an internal and external capacity.

MITIE’s programme to encourage women to return to work and develop their careers after taking maternity leave, as well as chief executive officer Ruby McGregor Smith’s involvement in a mentoring circle for black, Asian and minority ethnic women were also highlighted as key initiatives.

The unranked lists are the culmination of the UK’s most comprehensive Benchmarking Survey into how organisations are performing on race and gender equality, diversity& inclusion in the workplace.

Sandra Kerr OBE, director of Race for Opportunity, said: “For organisations committed to diversity, equality and inclusion in the workplace, the Benchmark is a clear signal of which organisations are delivering best practice.”

The Benchmark also recognised MITIE’s public commitment to the campaign through involvement in Opportunity Now, Race for Opportunity and also the Women’s Business Council, which is chaired by Ruby McGregor-Smith, the first Asian woman to head a FTSE 250 company.

Ruby McGregor-Smith CBE, Chief Executive of MITIE, said, “Having a talented and diverse workforce is critical to our business and we are passionate about diversity in its broadest sense. We are thrilled to have been recognised by Race for Opportunity and Opportunity Now for our continued commitment to diversity.”

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MITIE Awarded Five-year Integrated FM Contract with Sky

MITIE, the FTSE 250 outsourcing and energy services company, has secured a contract to provide integrated facilities management (FM) for British Sky Broadcasting Group (Sky), the UK’s largest entertainment and home communications company.

The contract, with a total value in excess of £100m over a five-year period, will see MITIE deliver services across Sky’s estate in the UK and Ireland, commencing in January 2013. As well as its two main campuses in London and Scotland, MITIE will work at 12 regional offices, two data centres and dozens of POP sites (internet exchange points).

MITIE will have responsibility for delivering a range of services including fabric maintenance, engineering maintenance, energy management, catering, security services, cleaning, mail room & couriers, helpdesk, switchboard, shuttle buses, grounds maintenance and internal landscaping.

MITIE also recently completed a project to build an on-site wind turbine at Sky’s new broadcast facility, Sky Studios, in Osterley, West London. The most sustainable broadcast facility of its type in Europe, the turbine will provide over 133 MWh per annum of clean energy to the studios.

MITIE was awarded the contract based on its innovative ideas, self-delivery capabilities and cultural approach.

Ruby McGregor-Smith CBE, Chief Executive of MITIE Group PLC, said: “We are delighted to be working with Sky and look forward to creating what will be a truly collaborative partnership.

“Sky is a dynamic company and MITIE will ensure the FM strategy brings the highest quality services, value and innovation to its business.”

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New Sales Training and Sales Coaching Programs By eXubrio

eXubrio Group LLC CEO Paul McAfee announced today that his company has introduced new sales training and sales coaching programs. The programs teach business-to-business sales people how to match customer needs with their products and services. This process also is called consultative selling or needs-based selling.

Not every sale requires a needs-based approach. Some sales are transactional, such as the purchase of a candy bar at the grocery store checkout line. However, many sales situations require consultation with the buyer to determine the right product or service. eXubrio Group’s new sales training program prepares sales people to approach a consultative sale as a relaxed interview process that is enjoyable for both the seller and the prospect.

The properly trained sales person’s goal is to understand the prospect’s needs, and to match appropriate products or services with those needs. This is vastly different from hard sell – or pushy – sales processes taught by other training organizations. An eXubrio Group trained sales person will build rapport, and a trust relationship, with the prospect. The salesperson will ask appropriate questions to understand the prospect’s needs. The ideal conclusion of a successful needs-based sales cycle will hear the prospect explain why he or she wants to purchase the sales person’s product or service.

eXubrio Group sales training and sales coaching services are available immediately. Companies wishing to participate can arrange for in-house sales training and coaching programs. In early 2010, eXubrio Group will begin offering offsite training workshops for companies with small sales forces.

eXubrio Group’s sales training is closely aligned with the business and marketing strategy processes used nationally by eXubrio Group. These include the Delivering Profitable Value methodology developed and practiced by Michael Lanning’s DPV Group LLC. eXubrio Group also uses its unique customer adoption model that identifies the marketing and sales steps through which every customer passes.

eXubrio Group sales training teaches sales people how to recognize the positive business experiences a prospect will receive if they purchase from the sales person. The program helps the sales person recognize where the prospect is in the buying process. Sales people learn how to help the prospect move through the steps to purchase. This integration of a marketing strategy with the sales process differentiates eXubrio Group’s training from others’ training. eXubrio Group will customize and personalize in-house training and coaching programs for each of its clients.

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Jumeirah Has Been Appointed By GT Land To Manage A Five Star Hotel In China

Jumeirah, the Dubai based-luxury hotel company, has been appointed by GT Land Holdings Limited to manage a luxury hotel in Guangzhou, China.

Jumeirah‘s management of the Guangzhou Hotel (Jumeirah Group’s second hotel to be signed in China) was announced at a ceremony held today in Guangzhou and attended by Mr Su Meng, president of GT Land Holdings Ltd and Mr Gerald Lawless, executive chairman of the Jumeirah Group.

The 200 room, five star luxury Jumeirah Guangzhou Hotel is scheduled to open in 2011 and will be located in the centre of the New Pearl City Tian He District, Guangzhou’s premier, rapidly growing commercial city centre.

The Jumeirah China Guangzhou Hotel will feature a sky lobby, elegantly appointed guest rooms, distinctive dining concepts and Jumeirah’s own luxury Talise Wellness spa – all situated on the top floors of the 50 storey GT Land Plaza, with commanding views of the Guangzhou city centre. Facilities at the new hotel are set to include restaurants, bars, a swimming pool and fitness centre as well as access to luxury boutiques.

“It is a great honour to have Jumeirah involved in our project in Guangzhou,” said Mr Su Meng, president of GT Land“The management of the hotel by Jumeirah will greatly raise the hospitality standards in China and help people better understand the concept of luxury hotel.”

Gerald Lawless of the Jumeirah Group echoed Mr Su Meng’s comments, saying; “We are very pleased to have been selected as the management company for the operation of this luxury hotel. China is a fascinating country and one of the world’s fastest growing markets. Today’s announcement is very important for Jumeirah and we are delighted to being our “Stay Different” promise to Gunagzhou.”

About Jumeirah:
Jumeirah properties are regarded as among the most luxurious and innovative in the world and have won numerous international travel and tourism awards. The fast growing Dubai based luxury international hospitality group encompasses the world renowned Burj Al Arab, the world’s most luxurious hotel, the multi-award winning Jumeirah Beach Hotel, Jumeirah Emirates Towers, Madinat Jumeirah and Jumeirah Bab Al Shams Desert Resort & Spa in Dubai, the Jumeirah Carlton Tower and Jumeirah Lowndes Hotel in London and the Jumeirah Essex House Hotel in New York.

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Quest CE Promotes Mike Kufahl To Vice President – Client Relationship ManagementQuest CE Promotes Mike Kufahl To Vice President Client Relationship Management

Quest CE President and CEO Alan Krenke announced the promotion of Mike Kufahl to Vice President – Client Relationship Management.

We are very pleased to promote Mike in recognition of all that he has done for Quest,” Krenke said. “Mike has contrib¬uted greatly to the success of Quest, especially the client services area and has shown his com¬mitment to ensuring our clients receive the best and most professional treatment in the financial services industry.”

Kufahl joined Quest in March 2006 and acts as the company liaison for several key accounts. Prior to joining Quest, he worked as an Account Executive for Strong Funds in Milwaukee.

About Quest CE:
Quest CE offers customized continuing education and online compliance management programs to financial service firms across the country. With over 100 clients in the insurance, mutual fund, and banking industries, Quest has the resources and expertise necessary to create and administer successful training programs for organizations of all sizes.

For more information about Quest CE you may also contact Quest CE at 877-593-3366 or visit their website at www.questce.com.

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