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Kelly can and does. Her energy, personality, humor and proven, actionable content make her one of the most popular speakers for eSessions. With vast experience in every format, Kelly can create an eSession just for you. Contact us for more information about content, session length, Kelly’s availability and fee. Email or call Sally at or 214-217-6103
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How to Help & Serve Your Customers NOW & Seamlessly Transition to "Business Abnormal" LATER
Right now, your customers need you more than ever. But not in the same old way. What your customers want and expect from you now is radically different through this challenging time. You must differentiate yourself and your organization on the experience that your customers have, rather than simply the products and services you offer.
Right now, people feel anxious and scared – like they’re freefalling. What they want is an experience that makes them feel SAFE. This brings about a sense of CALM and TRUST – and that’s the foundation of your business success and how you’ll survive the next few months.
Doing business virtually poses challenges: you may not get to meet your clients and prospects or even have the face-to-face interaction that’s so effective. But that doesn’t mean that you can’t serve your customer in exceptional ways.
And, when the storm has passed, how do you seamlessly and QUICKLY transition back to your everyday business practices? It may not be “business as usual” or “back to normal”. What new approaches will you keep? What will this difficult experience have taught us that makes us better, smarter, and more effective? And most importantly, how can you leverage new insights and changes to cement the bond with your customers for increased sales and loyalty?
This session will cover:
How to re-engineer your solutions and approach to address the concerns your customers have right now
How to keep selling and keep serving customers in a way that is relevant for virtual communication – without being tone deaf or insensitive
How to stay visible without spamming your customers
How to make virtual sales presentations helpful and EFFECTIVE
5 low-cost, no-cost action items that you can apply immediately
What to do – and NOT do – when things go wrong. The 5 words that customers want to hear and that work every time
How to prepare for the inevitable return to everyday business – it may come quickly and you need to have an action plan ready
How to Step Up & Lead in a Crisis:
Three Critical Do’s and Three Critical Don’ts
You don’t have to be the boss to be a leader. In fact, now, more than ever, the way you approach your work, the business landscape and the very real challenges we all face define you as a leader – or someone who needs to be led. It’s time to step up and show your team, your customers and suppliers how you solve problems and keep the business moving forward.
Leadership doesn’t come from holding a position or a big title. It comes from your actions. It comes from your mindset, how you communicate with others and leading by example.
Hardship calls for specific characteristics and approaches to be displayed and communicated.
Honesty, transparency and empathy work psychologically to calm people and make them feel safe. And when people feel safe, they get back to work.
In this session, you’ll learn how to communicate those attributes in everyday business situations, while solving problems and moving the business forward. The result is a level of trust and loyalty that cannot be garnered any other way.
In this Webcast, you’ll learn:
The five words that will soothe tension with your boss, your team or your customers every time
Specific tactics on handling bad news: what to do and what NOT to do
How to build esprit de corps: the common spirit that inspires enthusiasm, devotion, pride and purpose in your team
The three simple do’s and don’ts that transform tough situations into best possible outcomes with your customers and associates
How to Market & Keep Selling in Tough Times:
Without Being Tone Deaf or Insensitive to Serious Situations
In a crisis or uncertain times, it’s more important than ever to connect with your customers and prospects, but in a meaningful way. But in current times, what it means to be meaningful is drastically different than what it was yesterday. People still need products and services, but if your message or approach doesn’t reflect the reality of tough times, you risk appearing irrelevant – or worse, out of touch and insensitive.
Now, more than ever, it’s important to reach people in different ways to keep your business growing and stay top of mind through the turmoil.
It’s imperative that your customers and prospects know that you’re on top of tough situations and that you have their back.
Marketing and selling need to take on a different tone now, one that is about solving problems, not trying to simply move product out the door.
People spend money on what they care about. And they don’t buy products, they buy solutions. Show your customers and prospects how you fit into what they need and what they value right now, and they’ll show you the money. By acknowledging people’s emotions, fears and anxieties and marketing with honesty and empathy, and by just tweaking your customer approach to reflect the times, you‘ll get the business.
In this Webcast, you’ll learn:
Five low-cost / no cost things you can do right now to grow your business with new customers and increase customer satisfaction and retention
The do’s and don’ts of marketing during a crisis so you come out ahead when the storm passes
How to use honesty and empathy in your marketing and sales approach, without coming across as emotionally reactive
How to communicate in a relevant manner to build trust, foster long-term loyalty and stand out from your competition
Managing Your Diverse Team Through a Crisis:
Why a One-Size Fits All Approach Won’t Work – and What Will
As if managing people weren’t difficult enough already, today’s business environment now demands that you manage the crisis and hardships at hand at the same time.
In times of stress, many leaders and managers resort to a “one size fits all” approach to work. But your diverse team requires a more effective, nuanced approach now.
They’re working remotely from home. Perhaps their hours have been reduced. There are pressures and stress on them as never before. They’re anxious and distracted.
You need to adapt. You need to manage your team in ways that are specific to their needs, fears and goals.
For example, someone who has been working for only a few months is very different than a seasoned, more senior employee who has the gift of greater experience.
Someone who has children and aging parents at home faces more pressure to “juggle” tasks than someone who lives alone. Someone who is tech challenged is very different than one who is tech savvy.
Their mindsets are different, and your job is to guide them through the current hardships to a productive outcome.
Even communication styles, personality types and values affect the way you manage and lead.
This session will show you how to manage your diverse team in the most effective way to tackle the hardships we face now and create a dedicated, loyal, and purpose-driven team for the future.
In this Webcast, You’ll Learn:
The most common mistake leaders and managers make when facing a crisis- and how to navigate around that with a foolproof approach.
Why you MUST FIRST address the stress, complex emotions, fear and anxiety your team is experiencing before you can lead or manage. And the EXACT words they need to hear from you.
Three key steps for bringing the diverse attributes of your team together to be at their most productive now.
How to Work With & Lead People RIGHT NOW:
From Crisis to Control, From Panic to Plan
Your team is anxious and afraid. Each day seems to bring more bad news or uncertainty and their sense of fear and dread grows. Distractions and tensions are running high.
But you’ve got a business to run. You’ve got to rally them, inspire them and get them back to being productive.
They need you. Now. They need you to lead as never before.
When crisis and hardships hit, your team can feel like they’re in freefall. It’s your job to let them know YOU’VE GOT THEM. You’ll CALM them by making them feel SAFE.
There are two key, concrete things you must do to give your team what they need most now:
Demonstrate that you are in control. That your business, while disrupted or heavily impacted, is under control. That, as uncertain, new and unprecedented things are right now, you’re in control and will show them how to stay in control in their roles
Communicate that you have a plan. Even if your plan is changing daily to adapt to new business pressures, you must let them know that there IS a plan.
In this Webcast, you’ll learn:
How to demonstrate control and assuage fear. The five words your team needs to hear that will calm them and get them focused on moving forward
How to create a three-stage crisis plan: triage, stabilization and new opportunity
Specific, real life examples of each stage and their outcome
The four key words that will transform how you interact with your colleagues and associates in tough situations to get the best outcome. How to troubleshoot the complex issues and address the “derailers” and naysayers that lurk within every organization and threaten its success.