Posted on July 24th, 2009 No comments
“In spite of my efforts to try to make my customers feel like I care and that my organization is a wonderful place for children and their families, I still have parents who spread negative gossip or they just leave my child care program without giving any notice.”
Can you relate to this statement? This is one common feeling that child care leaders have shared with me about the topic of customer loyalty. The challenge is that, as a child care leader, you are dealing with many different perspectives of your child care program. You have your perspective, your staff’s perspective, the children’s perspective and the parent’s perspective. Everyone’s perspective is reality to them – and that’s why building customer loyalty can be a tough objective in your child care program.
Our guest, JoAnna Brandi, shares her perspective as a parent about a child care program her daughter was enrolled in many years ago. Is her perspective right? Maybe. Maybe not. But it’s hers and it’s important to understand what made her scared at times to pick up her child — especially on the days she was running late. JoAnna shares many fantastic strategies that you can implement immediately to help you build customer loyalty.
|image3|JoAnna Brandi is the Publisher of the Customer Care Coach® a weekly leadership training program for customer-focused culture change. She has been President of JoAnna Brandi & Company for the last 17 years. Prior to starting her own company she was the Director of Direct Marketing Services, a division of CMP Media in NY. She is author of three books, “Winning at Customer Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal, and Keep ‘em Coming Back”, “54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World”, and “Building Customer Loyalty — 21 Essential Elements in Action.”
Access this audio program today. Click here.
Posted on July 22nd, 2009 No comments
When your staff thinks that you are a part of the gossip it creates a huge communication barrier between you and your staff and between co-workers. Here are a few ways that leaders become part of the gossip chain.
What do you do when a staff member approaches you with a story about one of the parents or negative feelings about a co-worker?
Many leaders get pulled into the gossip and listen intently to what the staff person is staying not realizing the harmful impact that this type of communication can have on morale. Some leaders feel that this sort of gossip and hearsay is a good way to find out information about people in their child care program and may even encourage staff members to share the stories and gossip with them so they can stay on top of it.
At other times leaders may listen to the hearsay and then take it one step further by trying to get to the bottom of situations by not only listening to hearsay from one staff member but then they go and ask other staff members about their opinions on the hearsay.
The problem is that much of a leader’s time can be consumed by investigating who said what about who. Additionally – - – this style of communication sends a message that this method of dealing with issues is accepted as opposed to staff members resolving issues positively and directly. Remember the saying: Our actions speak louder than our words. So regardless of how you tell your staff they should communicate and act, what you do is the more powerful protocol for how they will communicate and behave.
The bottom line is that you need to know if a child is being abused or if someone else is immediate danger but for the most part listening to who did what to who is a waste of time.
Please share your thoughts and comments!
Listen in to our workplace gossip conference call. Click here.
Posted on July 20th, 2009 No comments
How would you like a step-by-step plan of action to help you manage, motivate and retain great staff in your child care program?
This plan of action has helped countless leaders:
*Boost morale in minutes without spending a buck
*Eliminate workplace gossip
*Facilitate staff meetings that sizzle
*Inspire team members to make behavior changes
*Have more time
*Motivate team members to reach new goals
Does this plan of action interest you?
What if you could get this plan of action without having to leave the comfort of your home or workplace?
What if this plan of action was FREE?
The great news is – - – you can get this plan of action for FREE this August.
Come and get your plan of action to help you manage, motivate and retain great staff for FREE this August by participating in a live teleconference and/or web cast hosted by Julie Bartkus. You decide how you want to participate via the telephone, computer or both! No special equipment is required to attend.
Julie Bartkus has been working with child care teams for over a decade helping them become positive, productive and overall dynamic. She has established 2 companies (Motivate Teachers and the Leadership Connection) to help child care leaders manage, motivate and retain great staff.
For more information visit http://www.LcforCC.com.