Welcome to the November Issue of the Norquest Report! You are receiving this email as part of your free subscription to the Norquest Report from Norquest Associates.

This Month's Quotes

“In matters of style, swim with the current; In matters of principle, stand like a rock.”
~ Thomas Jefferson

“Believe it can be done. When you believe something can be done, really believe, your mind will find the ways to do it. Believing a solution paves the way to solution.” 
~ Dr. David Schwartz

"When you discover your mission, you will feel its demand. It will fill you with enthusiasm and a burning desire to get to work on it." 
~ W. Clement Stone

When Was the Last Time?
by Bill Blake

When was the last time you received a truly positive memorable experience in customer service? If you are like me, it’s hard to think of a time that really stands out – perhaps at my bank where the tellers almost always ask, “Is there anything else I can do for you?” and they always wish you a “pleasant day” as you leave.

Why is this? Why are not more businesses creating a multitude of positive memorable experiences for their customers? Is it because their customer service representatives are not trained properly, assuming that they d receive training.

We know that a customer’s experience with an organization is everything. To the customer, the service they receive represents the entire organization. Research shows that although some customer experiences are negative and memorable for the wrong reasons, the majority of customer experiences with any given organization are “neutral” and highly forgettable. However, neither negative nor neutral experiences help a business develop the kind of long-term customer relationships it needs in order to become successful. The key is to train customer service representatives (CSRs) to provide the kind of service that customers want! That is what makes a business memorable - for all the right reasons!

Customer service personnel, in fact all employees in an organization who interact with customers, need to be trained on how to create and affirm solid relationships with customers. When this is done well, customers become loyal supporters – they buy more, and they refer more. Developing service to this level involves empathy, and well developed communication skills. But staff can and will provide great service if you train them, and if they know that your goal as an organization is to consistently create positive memorable customer experiences.

Continue reading at www.TimeTalentandResources.com

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This Month's Featured Profile

This month’s featured Profile is a “Golden Oldie”! With 30 years of proven reliability and over 40 million users, Inscape’s DiSC® Classic remains the most trusted learning instrument in the industry. It is used worldwide in more than 50 countries, with over 40 million people and in 21 languages.  DiSC® is used in dozens of training and coaching applications, including organizational development and performance improvement.

Designed to complement and supplement existing training programs, DiSC® Classic can help improve communication, ease frustration and conflict, and develop effective managers and teams.

SET THE STANDARD FOR SELF-UNDERSTANDING

DiSC® Dimensions of Behavior provide a nonjudgmental language for exploring behavioral issues across four primary dimensions:

• Dominance: Direct and Decisive. D's are strong-willed, strong-minded people who like accepting challenges, taking action, and getting immediate results.
• Influence: Optimistic and Outgoing. I's are "people people" who like participating on teams, sharing ideas, and energizing and entertaining others.
• Steadiness: Sympathetic and Cooperative. S's are helpful people who like working behind the scenes, performing in consistent and predictable ways, and being good listeners.
• Conscientiousness: Concerned and Correct. C's are sticklers for quality and like planning ahead, employing systematic approaches, and checking and re-checking for accuracy.

BRING OUT THE BEST IN YOUR EMPLOYEES

DiSC® Classic can help employees at all levels:

• understand their own behavior learn how and when to adapt their behavior
• improve communication
• promote appreciation of differences
• enhance individual and team performance
• reduce conflict

GIVE YOUR SALES AND CUSTOMER SERVICE TEAMS A COMPETITIVE EDGE

DiSC® Classic is proven to help sales and customer service professionals:

• create and maintain relationship-based sales
• identify their customers' DiSC styles and adapt their selling or support styles accordingly
• stay focused on customer needs
• manage difficult customer service situations

Some DiSC® Applications

• Communication
• Customer Service
• Sales
• Management Development
• Teams

The DiSC® Classic Profile is our Featured Profile this month. Until December 31st, the DiSC® Classic Profile can be purchased at a reduced price of US $24.80. (Regular Price US$31.00)

Click here for further information about this outstanding profile

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Productivity Tip

Our productivity tip this month comes from James Schramko, who is a well respected Internet marketer from Sydney, Australia, and was recently interviewed by Andrew Lock on his program “Help! My Business Sucks”

He refers to a problem he calls the “Shiny Object Syndrome”. It is a proposal that is cast in seductive language, and is designed to make you want it, and purchase it. But, in your business you must have a focus, or a strategy. With your strategy you must also develop filters. Does the proposal, you are being tempted with, fit into your strategy? If it does not switch the proposal off! The shiny objects will always be around later, and will undoubtedly be much cheaper once the initial luster has worn off!

James uses the example of a pilot on a plane bound for Los Angeles from Australia. He is offered a free meal at an exclusive restaurant in New Zealand. But he is not going there, so he has to switch it off. Then he is told about discounted luggage that is being sold in the Airport terminal in Los Angeles. Since he is going there, he can consider it.

The bottom line is you must set your filters to eliminate anything that takes time, or money, away from your strategy. Probably the best place to start is with your inbox! Allow only those items through that are appropriate to your strategy. The filters you set are designed to guide you in your decision making process.

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Featured Resource!

If you use any of the popular Flip-style cameras to shoot video but have been disappointed with your video quality or have been frustrated that your videos don’t look as good as others you’ve seen, then the answer you’ve been looking for has arrived.

It’s a collection of over a dozen professionally produced training videos that show you step by step how to shoot killer video with your Flip-style camera…no matter your experience level.  These videos are available instantly, on-demand, right from your web browser…and even better…they show you everything you need to know in under an hour.

Inside these videos you’ll discover secrets like:

• How to create perfect lighting for your Flip-style camera using items already laying around your house
• Do-it-yourself tricks for steady, smooth video without using bulky or expensive tripods
• How to get the best looking video when shooting outdoors
• How to get the best looking video when shooting indoors
• How to get the best looking video when shooting with a green screen (like the TV weather person)
• How to make the audio from your Flip-style camera sound 100% better
• 3 simple techniques that instantly (and dramatically) improve the video from any Flip-style camera
•  Plus much more

So if you own a Flip-style camera, and you would like to discover, step by step, how to turn your so-so video into killer video. Click Here to get started right away.

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