"Leadership rests not only on outstanding ability. It also rests on commitment, loyalty and pride. It rests on followers who are ready to accept guidance. Leadership is the ability to direct people and ? more important ? to have those people accept the direction." Vince Lombardi

THE OBSERVATION...

There has never been a better time to be in the field of sales or customer service. In this world of "high-tech", there is an insurmountable need for "hands on" communication skills. Consumers need to feel appreciated, valued and understood. The information age has provided all of the convenient ways to conduct business, but there is no substitute for that good old-fashioned human touch. Consultants need to be professional and proficient in every area of communication. Consumers need to feel appreciated, valued and understood, and they will pay to get it!

THE BENEFIT...

Statistics show that 45% of how your company is perceived is based on how the listener perceives the presenter. With customer satisfaction being paramount in business today, technology has no answer...therefore it is up to a consultant to provide the necessary service to make a positive experience, creating loyal, referring, and returning customers. The more your customer feels that you are open and sensitive to their needs and concerns, the more open they will be to your influencing them in a positive way. That will lead to higher levels of customer satisfaction, a more loyal customer base that returns to buy from you, and more referrals to build relationships with.

THE CHALLENGE...

Think about it; 65% of all people stop doing business with a company due to one poor interaction with one person. This is regardless of how long they have done business together! To make a positive impact on your business, you must first recognize the need. Then you can compliment some of your hard skills training with soft skills, such as questioning, listening and communication skills. Long-term commitment towards this training is necessary, not optional. The need has never been greater than now, to have qualified, well-trained professionals representing your company. Equip your staff with these skills and then watch those customer satisfaction percentages go through the roof!

Michael Niles is president of Focus Training Systems, a Seattle based training and development firm. He can be reached at 206-229-3119, michael6941@hotmail.com, or http://www.focussalestraining.com.