Pratt Is Now Earth Works Jacksonville

Dear Customer,
Pratt is now Earth Works Jacksonville!

We are pleased to announce that Pratt has been acquired by Earth Works of Jacksonville. This new combined company will expand and provide even greater hardscape and outdoor living space services for our valued customers.

Please visit our new website at http://www.earthworksjax.com

Thank you for your valued business,
Pratt Brothers

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You subscribed to our Navigator Newsletter this week.

I am just checking to make sure you received the first issue of the Navigator Newsletter?

Greg

Gregory P. Smith

President and Lead Navigator

www.Chartcourse.com

P.S. At Chart Your Course International, we pride ourselves in delivering the best service we can.

P.P.S. If you did not get the Navigator, you might want to check your spam filter.

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Chart Your Course International | 2814 Highway 212 | Conyers | GA | 30094

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Your Navigator Newsletter subscription is moving!

In order to improve our service to you, we are improving the look and delivery of our Navigator Newsletter.

In the next week or so, we will be moving your subscription to Constant Contact. So now you will get our newsletter
either with graphics or as plain text.

I want to apologize just in case you get a few extra emails during this transition period.

It is my goal to improve our service to you–NOT BE A PEST!

I want to thank you for being a loyal Navigator Newsletter
subscriber and I hope you stay with us for the future.

Best regards,

Greg

P.S. You can subscribe to the NEW Navigator Newsletter by clicking here:

http://visitor.r20.constantcontact.com/d.jsp?llr=9zsk67iab&p=oi&m=1109071842106

+++++++++++++++++++++++++++++++++
Copyright 2012, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

How to Engage and Retain Your Top Talent Webseminar

People who are not engaged or motivated by their jobs create a major concern for their employers. Research shows as the economy rebounds, organizations will see their most promising talent abandon ship in high numbers. The key to success for any organization is the ability to attract and retain skilled and talented people. Those that fail to make employee retention a priority now risk losing their top talented people to the competition. This seminar shows you how to design an effective employee strategy that provides a comprehensive road map for not only attracting and keeping talented employees, but for motivating and engaging them to achieve a higher level of performance.

Thursday, February 23
3:00-4:00 p.m. EDT
No Charge/Complimentary
Limited to the first 100 people

38 seats remaining!

Register now!
https://www2.gotomeeting.com/register/239421882

+++++++++++++++++++++++++++++++++
DISC Certification Group Coaching Training Program Webseminar

Individual personality styles and preferences have a direct impact on our interpersonal relationships at home and at the workplace. People differ from each other in fundamental ways including their values, behaviors, talents, temperaments, wants and beliefs. Our DISC training programs and assessments help hire the right people, reduce conflict, improve communication and unleash team performance.

Upcoming dates:

March Class
Mar 5, 7, 12
2:00-3:30 ET

April Class
Apr 9, 12, 16
2:00-3:30 ET

Each person receives a facilitator kit including assessments, manual, workbook and online assessment account.

For more information click here

http://ow.ly/6Ogw4

Cost: $895
+++++++++++++++++++++++++++++++++
Copyright 2012, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

*Last Chance for DISC Certification Training* (Feb 6 start date)

Just a quick note to update you on our upcoming training
seminars, workshops and webinars.

DISC CERTIFICATION GROUP COACHING
TRAINING PROGRAM
(Live webseminar)

Our DISC training programs provide you with the skills
and knowledge in using our assessments to empower
individuals, enhance team performance, employee selection
and to improve communication.

Upon successful completion of the training, you may
teach and conduct workshops in your organization or
training practice. Each class is limited to five people.

Upcoming dates:

February Class
Feb 6, 9, 14
2:00-3:30 ET

March Class
Mar 5, 7, 12
2:00-3:30 ET

April Class
Apr 9, 12, 16
2:00-3:30 ET

Limited seating
Cost: $895

You will also recieve the DISC Certification
Exam and a facilitator’s kit.

For more information:
http://ow.ly/6Ogw4
++++++++++++++++++++++++++++++++++++++++++++
DISC ONE-ON-ONE PERSONALIZED CERTIFICATION
TRAINING CLASS

Greg will arrange a time to meet your personal
time schedule. Includes the facilitator kit and
certification exam.

Cost: $1695
Contact us for more information
++++++++++++++++++++++++++++++++++++++++++++
MASTER CERTIFIED PROFESSIONAL BEHAVIORAL
STRATEGIST PROGRAM (Two Days)

Upcoming Sessions:

February 19-20

Held in Atlanta or onsite at your business location

Cost: $1950

For more information, click this link:
http://www.chartcourse.com/disctraining.html
++++++++++++++++++++++++++++++++++
OTHER TRAINING PROGRAMS

We have updated our list of Gregs keynotes, workshops
and training programs we provide.

http://www.chartcourse.com/workshops.html

Gregs Videos:
http://www.chartcourse.com/demovideo.html
++++++++++++++++++++++++++++++++++

“Greg Smith recently trained me on the DISC profile.
He is a dynamic and charismatic trainer and facilitator.
Greg is excellent at establishing clear directions and explaining why we’re doing what we’re doing. He communicated the
information in a clear and easy manner for me to learn and
comprehend the material. He was also very patient and
flexible with his time. Greg has a very warm and gracious spirit and is exceptionally helpful. Immediately following Gregs training I felt fully prepared and ready to tackle my first DISC facilitation assignment. I strongly recommend Greg to anyone who needs a trainer/motivator with a positive attitude and
wonderful teaching style.”

Eric Lewis
CEO OneSCSI

+++++++++++++++++++++++++++++++++
Copyright 2012, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Navigator Newsletter | How to Avoid a Leadership Shipwreck

View this newsletter online by clicking on this link:
http://www.chartcourse.com/Enav-184.html

Visit our blog:
http://www.highperformanceorganization.com
########################################
PERSONAL MESSAGE FROM THE CAPTAIN OF THE SHIP

It has been a busy and fast moving past couple of months. A serious car accident involving my wife, the holidays and an eight-day sailing adventure have put me way behind on my Navigator duties. I hope each of you enjoyed your holidays and a good start to the new year.

I had a great time on my sailing trip down to the Florida Keys and back. We had beautiful weather, but it was a tad too cold for my liking. Shortly after I returned from my nautical adventure the tragedy of the Costa Concordia captured national attention. It reminded me of an article I wrote many years ago about the Titanic. I have included it in this months Navigator and on my blog. Some of the mistakes that occurred on the Titanic seem strangely familiar. It all comes down to one factor leadership.

Dont miss the complimentary webseminar on How to Engage and Retain Your Top Talent. See below for more details.

Charting your course!

Greg
Captain of the Ship and Lead Navigator
########################################

The Sinking of the Titanic Provides Lessons for Leaders

We have struck iceberg sinking fast come to our assistance. On a cold evening in 1912 that message came blistering across the airwaves. Before they tapped the last bit of Morse code, those words became the epitaph over the lives of the 1,200 people lost on the Titanic. The ship was doomed as it slowly sank into its watery grave. Why did the largest, most advanced ship of its time sink?

Those of us who study history or remember the movie may know why. It wasnt the iceberg that caused the disaster. It is clear in my mind the real cause was failed leadership.

Leadership is Responsible — Leadership is responsible for everything the organization does or fails to do. Leadership is more than a wooden figurehead. A leader is not a position, job title, or in this case, the captain of the ship. Leadership is not about power, ego or pride. Leadership is ever-present, touching, motivating, talking, checking and removing barriers, training, preparing, breathing and moving about.

The Titanics ill-fated voyage was Captain E.J. Smiths retirement trip. He was headed for the easy life. All he had to do was get to New York. God only knows why he ignored the facts, why he disregarded seven iceberg warnings from his crew and other ships.

The Titanic still rests on the bottom of the ocean, but we can resurrect the truth and apply a few lessons learned to help us become better leaders.

The Biggest Is Not the Best — Todays businesses must change course quickly. It took over 30 seconds before the Titanic turned away from the iceberg, but by then it was too late. The larger an organization becomes, the greater its inflexibility. The more difficult and cumbersome it is to steer, to direct and to change course. Large businesses soon grow into huge bureaucracies where rules, regulations, policies, procedures and I need permission to make a decision become the norm.

Rank Has Its Privileges? — Ranking is good for command and control, but not good for change and innovation. Ranking people limits their potential. Today, businesses rank and classify people sometimes unintentionally. Whether it is reserved parking spaces for the privileged or being categorized as blue collar, white collar, temporary, part-time, those with cubicles or those with offices, the results are the same. Clear the lines between the classes and make everyone feel they are rowing in the same direction, for the same purpose. In a disaster, everyone is equal.

The Truth Changes — The Titanic was unsinkable, so they thought. The ship designers were so confident in their ship they only had enough lifeboats for half the passengers. The thinking that made us successful yesterday will cause us to fail tomorrow. Our unlearning curve must be greater than our learning curve if we are going to succeed.

Technology Makes a Poor Substitute for Authentic Leadership — When technology fails, leadership must prevail. Years before the Titanics voyage Captain Smith said, I cannot imagine any condition which would cause a ship to founder. Modern shipbuilding has gone beyond that. Many businesses today have placed the wrong people in charge. They are not leaders, but managers. So when disaster strikes, who is going to step up and lead? Or will your technology cause you to shipwreck and pull you under?

Leadership is About Training and Development — As the stern of the Titanic lifted out of the water, the crew and passengers struggled with the lifeboats. There had been no drills, no rehearsals, and the crew stood unfamiliar with their responsibilities. The boats were improperly loaded and only one went back to try to recover survivors. A good leader helps people improve their skills so they can become more productive.

What Lies Below Is More Destructive than What Is On Top — The greatest dangers lie unseen below the surface. That night in 1912 the water was smooth like glass and deceptively dangerous. The iceberg lurked below. Like steel fangs, it tore at the rivets along 300 feet of the Titanics hull. Those below, the crew and steerage, felt and saw the damage first. Like a gasping breath, the steam billowed above as chaos reigned below. Then and now, those who know whats wrong with your ship are those below decks. Those people on the frontline usually have the best ideas and solutions to your problems. Consider asking them for their ideas and suggestions before catastrophe strikes.

Leadership Looks Beyond the Horizon — A good Captain is constantly on the lookout for shifting trends, submerged rocks, storms and icebergs. Wal-Mart founder Sam Walton identified and met a need while other retailers did not. Apple saw the need for the iPod while others were still happy with CD players. The vision of the Sony Walkman existed in Akio Moritas mind well before it entered the mind of the competition. Get the picture? Be on the lookout, scanning the horizon for the next wave of change instead of waiting for it to hit you in the face. ########################################

GREGS UPCOMING CLASSES AND EVENTS

Webseminar: How to Engage and Retain Your Top Talent

People who are not engaged or motivated by their jobs create a major concern for their employers. Research shows as the economy rebounds, organizations will see their most promising talent abandon ship in high numbers. The key to success for any organization is the ability to attract and retain skilled and talented people. Those that fail to make employee retention a priority now risk losing their top talented people to the competition. This seminar shows you how to design an effective employee strategy that provides a comprehensive road map for not only attracting and keeping talented employees, but for motivating and engaging them to achieve a higher level of performance.

Thursday, February 23
3:00-4:00 p.m. EDT
No Charge/Complimentary
Limited to the first 100 people!

Register now!
https://www2.gotomeeting.com/register/239421882

Employee Engagement Strategies for Breakthrough Performance
22nd Annual SHRM-Atlanta HR Conference
March 14, 2012
http://bit.ly/shrmatl12

DISC Certification Group Coaching Training Program
(Webseminar)

Individual personality styles and preferences have a direct impact on our interpersonal relationships at home and at the workplace. People differ from each other in fundamental ways including their values, behaviors, talents, temperaments, wants and beliefs. Our DISC training programs and assessments help hire the right people, reduce conflict, improve communication and unleash team performance.

Upcoming dates:

February 6, 9, 14
March 5,7,12
2:00-3:30 ET

http://ow.ly/6Ogw4

Limited to five people per class
Cost: $895

For more information:
http://www.chartcourse.com/disctraining.html
########################################

BEST PRACTICES

Trip to Headquarters Company
Denon Electronics offers an all-expense paid trip to their headquarters in Japan, for one employee and their family. They have lunch with CEOs, tour the factories, and have a guided tour of the city. Employees nominate the winner of this coveted award.

Staff Speaks Newsletter
The Lutheran Social Services of Mid-America have a large organization, which spans three states. They started a Staff Speaks article in their monthly newsletter. They choose an employee from each of their four affiliates, and provide name, length of time employed at their organization, title, and a brief description of job duties. Then they ask them a ‘fun’ question such as, ‘If you could be anyone/do anything else professionally, who/what would it be?’ They take their picture, and include it with their info. This allows their staff to get to know others throughout the organization who they may not meet or have opportunity for interaction.

Spot Program
Abbott Laboratories has implemented the ‘spot’ program. Anyone can give a ‘spot’ award. The award comes with a designated gift certificate (usually $25) to a variety of stores. At the end of each quarter, the names of the award winners are collected and placed in a drawing. The winner is pulled out, and they get an extra vacation day. ########################################

TOOLS AND PRODUCTS

Employee Selection and Development

Have you ever made a bad hiring decision? Did the person you hired turn into someone different than how he presented himself during the interview? A properly designed interviewing and hiring process could have prevented the mistake and saved you time, frustration and money. We provide a comprehensive portfolio of hiring and development solutions including 360, team, customer service, executive talent and management development reports and assessments.

More information
http://www.chartcourse.com/Assessment_Center.html

Customer Service Training Video Library

Train your entire workforce in the art of exceptional customer service. The Service First Video Library is a powerful video-based training system making it easy to train any number of employees – with no limits and with immediate results. The program includes 12 videos, slides, facilitator guide and handouts. The videos are appropriate for any industry.

$1495
Includes free shipping globally

http://www.chartcourse.com/servicevideo.htm

401 Proven Ways To Retain Your Best Employees

This book is packed with loads of practical advice, tips, case studies, suggestions and examples that not only retain, but also engage and make your people as productive as possible. Unique from other books on the market today, it provides tried and true practices that will quickly transform your place of business. The book is divided into eight sections, each focusing on a key element of employee retention.

http://www.chartcourse.com/401-provenways.html

Icebreakers and Teambulding Exercises – BEST SELLER

How many meetings have you attended that are just the same old thing — boring gatherings you can’t wait to leave! Here is an opportunity to make your next meeting, class or team building event something dynamic and interesting.

Click here
http://www.chartcourse.com/icebreakers-book.html

Management E-Learning Courses

We offer the award-winning Leadership Series curriculum in a convenient, interactive online format. Vital E-Learning provides supervisors, team leaders and managers with the best skills-based training from any computer, enabling leaders to work at their own pace as time allows. With these courses, organizations can provide their employees with valuable training in leadership skills, sales proficiency, productivity, customer service and talent management.

Sign up to take a free demo course:
http://www.chartcourse.com/supervisory_training.html
#######################################

Daily Cartoon

For those of you needing a little laugh, we invite you to visit the Daily Cartoon page on our website. The cartoons are provided by Ted Goff and Scott Adams.

#######################################
FORWARD TO YOUR FRIENDS

If you find our information interesting, please send it to your friends. The Navigator Newsletter is received by over 35,000 subscribers in 60 countries.

Click here to join the Navigator
http://www.chartcourse.com/emailnavnews.htm

+++++++++++++++++++++++++++++++++
Copyright 2012, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Upcoming DISC Certification Training Classes

Just a quick note to update you on our upcoming training
seminars, workshops and webinars.

We deliver our DISC training programs in four formats:

1) DISC Group Coaching Training Class (Phone/Web conference) 2) One-on-One Personalized Training Class (Phone/Web conference) 3) Two-Day Master Certified Professional Behavioral Strategist Program (Atlanta) 4) Onsite at your location

DISC CERTIFICATION GROUP COACHING
TRAINING PROGRAM
(Live webseminar)

Our DISC training programs provide you with the skills
and knowledge in using our assessments to empower
individuals, enhance team performance, employee selection
and to improve communication.

Upon successful completion of the training, you may
teach and conduct workshops in your organization or
training practice. Each class is limited to five people.

Upcoming dates:

January Class
Jan 10, 12, 23
2:00-3:30 ET

February Class
Feb 6, 9, 14
2:00-3:30 ET

March Class
Mar 5, 7, 12
2:00-3:30 ET

Limited seating
Cost: $895

You will also recieve the DISC Certification
Exam and a facilitator’s kit.

For more information:
http://ow.ly/6Ogw4
++++++++++++++++++++++++++++++++++++++++++++
DISC ONE-ON-ONE PERSONALIZED CERTIFICATION
TRAINING CLASS

Greg will arrange a time to meet your personal
time schedule. Includes the facilitator kit and
certification exam.

Cost: $1295
Contact us for more information
++++++++++++++++++++++++++++++++++++++++++++
MASTER CERTIFIED PROFESSIONAL BEHAVIORAL
STRATEGIST PROGRAM (Two Days)

Upcoming Sessions:

January 24-25
February 19-20

Held in Atlanta or onsite at your business location

Cost: $1950

For more information, click this link:
http://www.chartcourse.com/disctraining.html
++++++++++++++++++++++++++++++++++
OTHER TRAINING PROGRAMS

We have updated our list of Gregs keynotes, workshops
and training programs we provide.

http://www.chartcourse.com/workshops.html

Gregs Videos:
http://www.chartcourse.com/demovideo.html
++++++++++++++++++++++++++++++++++

“Greg Smith recently trained me on the DISC profile.
He is a dynamic and charismatic trainer and facilitator.
Greg is excellent at establishing clear directions and explaining why we’re doing what we’re doing. He communicated the
information in a clear and easy manner for me to learn and
comprehend the material. He was also very patient and
flexible with his time. Greg has a very warm and gracious spirit and is exceptionally helpful. Immediately following Gregs training I felt fully prepared and ready to tackle my first DISC facilitation assignment. I strongly recommend Greg to anyone who needs a trainer/motivator with a positive attitude and
wonderful teaching style.”

Eric Lewis
CEO OneSCSI
+++++++++++++++
For more information call us at 770-860-9464 or 800-821-2487

Chart Your Course International Inc.
770-860-9464
http://www.behaviorprofile.com
http://www.chartcourse.com
+++++++++++++++++++++++++++++++++
Copyright 2011, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Upcoming DISC Training Classes from Greg Smith

I hope you had a terrific Thanksgiving last week!
If you’re located elsewhere in the world, I just hope you
had a terrific Thursday in general.

Just a quick note to update you on our upcoming
training seminars, workshops and webinars.

DISC CERTIFICATION GROUP COACHING
TRAINING PROGRAM
(Live webseminar)

Our DISC training programs provide you with the skills
and knowledge in using our assessments to empower
individuals, enhance team performance, employee selection
and to improve communication.

Upon successful completion of the training, you may
teach and conduct workshops in your organization or
training practice. Each class is limited to five people.

Upcoming dates:

December Class
Dec 12, 13, 19
2:00-3:30 p.m. ET

January Class
Jan 10, 12, 23
2:00-3:30 ET

February Class
Feb 6, 9, 14
2:00-3:30 ET

Limited seating
Cost: $895

For more information:
http://ow.ly/6Ogw4
++++++++++++++++++++++++++++++++++++++++++++
DISC ONE-ON-ONE PERSONALIZED CERTIFICATION
TRAINING CLASS

Greg will arrange a time to meet your personal
time schedule. Includes the facilitator kit and
certification exam.

Cost: $1295
For more information call us at 770-860-9464 or 800-821-2487 ++++++++++++++++++++++++++++++++++++++++++++
MASTER CERTIFIED PROFESSIONAL BEHAVIORAL
STRATEGIST PROGRAM (Two Days)

Upcoming Sessions:

December 13th & 14th
January 24th & 25th

Held in Atlanta or onsite at your business location

Cost: $1950

For more information, click this link:
http://www.chartcourse.com/disctraining.html
++++++++++++++++++++++++++++++++++
OTHER TRAINING PROGRAMS

We have updated our list of Gregs keynotes, workshops
and training programs we provide.

http://www.chartcourse.com/workshops.html

Gregs Videos:
http://www.chartcourse.com/demovideo.html
++++++++++++++++++++++++++++++++++
VISIT OUR NEW BLOG!

We are going to the next level or interactivity and have
created a new blog called the High Performance
Organization. I invite you to visit or subscribe to
our blog and receive the latest and the best
updates from Chart Your Course International.

Visit today by going to this site:
http://www.highperformanceorganization.com/

+++++++++++++++++++++++++++++++++
Copyright 2011, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

Sign-up for the Navigator Newsletter by visiting:
http://www.chartcourse.com/emailnavnews.htm

To unsubscribe go:
http://www.chartcourse.com/navigator-unsubscribe.html

Great Customer Service is Not Grumpy, Grouchy or Gross

View this newsletter online by clicking on this link:
http://www.chartcourse.com/Enav-183.html
########################################
PERSONAL MESSAGE FROM THE CAPTAIN OF THE SHIP

Have I lost my mind? Yes, I am sitting on a Texas Long Horn steer! Many people have accused me of being full of bull now you know the truth. The real story is I was speaking at a conference in Austin and the resort I was staying at was offering and I just could not resist.

The holidays are fast approaching and there are many exciting things taking place. My staff and I want to thank you for your loyal support over these many years. Please keep us in mind if your organization needs a speaker or training program for 2012.

I wish you all a Happy Thanksgiving!

Charting your course!

Greg
Captain of the Ship and Lead Navigator

P.S. Dont miss the special savings on my latest book, Fired Up! See below. ########################################

We Have Come a Long Way

I am always careful about sending people to another website, but these photos are fascinating. These pictures of American life were taken during the time period of 1939-1943.

http://extras.denverpost.com/archive/captured.asp
########################################

Great Customer Service is Not Grumpy, Grouchy or Gross

Most businesses spend more time and energy trying to find new customers than retaining and making their current ones happy. The logic behind customer retention management (CRM) is simple — It costs far less money to keep customers happy than to spend much more money replacing the unhappy ones with new customers. If you take care of your customers they tell their friends about your business and will in the long run end up spending more money. It is not rocket science. Let me provide you an example of what I am talking about.

I dread eating at airports. If you travel as much as I do, you are probably familiar with the “Three G’s” as it applies to airport fareGrumpy, Grouchy and Gross.

Recently, I had an early flight to catch at the Ontario, California airport. I found myself standing outside the closed and gated doorway to an Applebee’s restaurant ten minutes before opening time. I just knew they would be late opening the doors and I expected to receive the usual grumpy service common at most airports. I was wrong!

Bam! The clock struck five, the lights popped on and this charming and professional person opened the doors. She greeted me with a smile, a warm “hello” and told me to sit anywhere I wanted. I never had seen such a positive attitude at 5:00 in the morning.

As I enjoyed my meal, I watched her cheerfully greet customers, many of which she called by their first name. They were the “regulars” she said. Felicia was the remarkable person who made that small restaurant pleasant and memorable. Next time I return to the Ontario Airport, I guarantee you this is the place I will go to first.

Here are seven steps to build customer loyalty.

1. Select the right people. In the book, From Good to Great, Jim Collins said, “People are not your most important asset, the RIGHT people are.” Most businesses do a miserable job hiring people. They hire just anyone, provide little or no training and place them on the front-line with customers. Spend more time recruiting and hiring the right people with good personalities. Focus on those who are friendly and demonstrate an interest and enthusiasm for the job.

2. Sensationalize the experience for your customers. Good service is not good enough. A Gallup survey showed a customer who is emotionally connected to your place of business is likely to spend 46% more money than a customer who is merely “satisfied” but not emotionally bonded.

3. Set performance standards. Outline the behaviors of how employees should act, speak and respond to customer needs and requests. One of our clients developed twenty customer service commandments outlining the actions and behaviors he wanted his service people to provide to customers.

4. Sustain on-going training and reinforcement. Good customer service skills are not natural for most people. Effective customer service training must be reinforced and taught on a recurring basis. For example, the Ritz-Carlton hotels provide a thorough customer service training program for all of its employees during their orientation. Then each supervisor conducts a daily “line-up” to review one of the commandments with his employees ten minutes before each shift.

5. Shower good employees with rewards and recognition. It is hard to find and keep good employees. So do everything in your power to retain and motivate them. Sure, employees want to be paid well, but they also want to be treated with respect and shown appreciation. The front-line supervisor has the greatest impact on motivating and retaining employees.

6. Survey your customers and reduce your defection rate. On average, businesses lose 15-20 percent of their customers each year to their competition. All businesses encounter this, but few do much about it. To improve retention, one client sends out a customer service report card to its top customers every month. This requires an evaluation based on four specific criteria. They tally the results and make sure employees see the scores. This motivates the employees to do a better job.

7. Seek customer complaints with enthusiasm. For every complaint there are at least 10 other customers that visited your business who have the same criticism. A portion of those 10 people just took their business to your competitor. Look at customer complaints as an opportunity for improvement.

########################################

UPCOMING CLASSES AND EVENTS

DISC Certification Group Coaching Training Program
(Webseminar)

Upon successful completion of the training, you may teach and conduct workshops in your organization or training practice. Each class is limited to five people.

Upcoming dates:

December Class
Dec 12, 13, 19
2:00-3:30 p.m. ET
http://ow.ly/6Ogw4

Limited seating
Cost: $895

For more information:
http://www.chartcourse.com/disctraining.html

########################################
FACTS, FIGURES AND FACTOIDS

Taking Off
In response to the question, Have you used all of your vacation time this year? 46 percent of 627 workers surveyed in an online poll answered no.

Source: Right Management, Philadelphia

Pet Preferences
According to a survey of 2,301 U.S. full-time workers with pets, dog owners are more likely to hold senior-management positions, while fish owners are more likely to be human resource professionals.

Source: Careerbuilder.com, Chicago

Hang Up the Phone
Twenty percent of 148 Fortune 500 companies ban all employees from using their cell phones while driving, according to the preliminary result of a recent survey.

Source: National Safety Council; Itasca, Ill.

Hiring Forecast
Forty-seven percent of 1,100 hiring managers and recruiters surveyed expect voluntary employee departures to increase in 2011, and 29 percent indicate that salaries for new hires are increasing compared to last year.

Source: Dice Holdings Inc., New York

Be Prepared
Only 14 percent of 1,098 senior managers and executives say their organization is well prepared to deal with the sudden loss of its key leaders, according to a new survey.

Source: American Management Association Corporate Learning Solutions, New York

Sandwich Generation
According to a new study of 1,305 full-time employees, 42 percent with minor children say they live paycheck to paycheck, compared to 64 percent of workers who care for both minor children and elderly relatives.

Source: MetLife, New York

As reported in Human Resource Executive magazine
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TOOLS, PRODUCTS and RESOURCES

Online Assessment Center

We provide a comprehensive portfolio of hiring and development solutions including 360, team, customer service, executive talent and management development reports and assessments.

More information
http://www.chartcourse.com/Assessment_Center.html

Fired Up! Leading Your Organization to Achieve Exceptional Results

Fired Up! is a leadership book full of tips and strategies that show people how to manage, lead and motivate people at work. Learn to improve your leadership skills, deliver exceptional customer service, build effective teams, improve communication, hire the right people and retain them as long as possible, make more money and grow your business.

Normal price: $24.95
Sale price: $19.95

More information
http://www.chartcourse.com/firedup.html

Icebreakers and Team Building Exercises

How many meetings have you attended that are just the same old thing — boring gatherings you can’t wait to leave! Here is an opportunity to make your next meeting, class or team building event something dynamic and interesting.

Click here
http://www.chartcourse.com/icebreakers-book.html
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FORWARD TO YOUR FRIENDS

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Copyright 2011, CYC International Inc.

Published by Greg Smith
Chart Your Course International Inc.
Phone: 770-860-9464/800-821-2487
Address: 2814 Hwy 212, Conyers, GA. 30094

http://www.Chartcourse.com

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