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Doug Fleener Blog

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Doug Fleener's The Experience Difference Blog

By Doug Fleener 09 Apr, 2017
As a leader, one of your most important jobs is to develop your managers. Most of us are pretty good at doing that with newly promoted person, but we often slow down or stop developing them once they attain a certain amount of experience and competency. Here are three ways you may or may not have put into action with your more seasoned management team. (Click above to read more.)
By Doug Fleener 09 Apr, 2017
When talking with employees, especially when giving them feedback, the words we use can put them on their heels or on their toes. Sometimes managers unintentionally choose words that put their employees on the defensive, or what I call on their heels. This is usually the result of starting feedback with what is perceived by the employee as an accusatory statement. (Click above to read more.)
By Doug Fleener 21 Mar, 2017
One day I was catching up with two friends over coffee when the conversation turned to how bad the traffic had been recently.   One friend told us how it was killing his productivity. He's an outside rep and the traffic kept him from seeing all of the accounts he planned to see.   The other friend is also a rep, but in a different field. The traffic also kept him from seeing all of his clients, but in the end he had a terrific sales week. He had decided that he would use the time sitting in traffic to phone accounts he doesn't normally get to call on. As a result, he picked up a couple of additional orders he wouldn't have gotten without sitting in traffic.   Two people. Same traffic. Different results.    One person had better results because he had a different perspective. Instead of seeing the traffic only as an impediment, he took advantage of the challenge.    Here are three traffic perspectives store leaders will do well to remember. (Click above to read more)
By Doug Fleener 09 Mar, 2017
I used to assume that if someone was struggling to do something, it was because they needed more training. Sometimes that was the case, but sometimes what she/he really needed was to successfully apply the skills and knowledge the person had already learned. How do you know the difference? Here’s a simple but effective way to look at it. (Click link to read more)
By Doug Fleener 03 Mar, 2017
I like to think that as leaders we only have one priority: Our customers, and their service and purchase experience. Everything else we do supports that priority. Some of what we do to support that priority is more important than other parts of our job. First, being an OutFront frontline leader. Making sure the customer priority stays the priority. Second, coaching and developing the staff to deliver the best possible service and sales experience. The more we help our employees be even better, the better the customer’s experience. Perfect since that’s our priority! Here are three leadership tips/reminders to help you accomplish this goal. (Click the link to read more)
By Doug Fleener 03 Mar, 2017
Staff enthusiasm is a key element of a great customer experience. Enthusiasm creates a more energetic, engaging location, and thus more interest and excitement for the customer. That leads to higher sales, and customer loyalty and pro-active advocacy.   A colleague of mine once said that enthusiasm can make a bologna sandwich seem like filet mignon. That may be a bit of a stretch, but enthusiasm will definitely make one store's bologna sandwich more appealing than another's.   Enthusiasm doesn't just happen. It is the result of leadership. Charles Schwab, the well-known businessman, once said that his ability to arouse enthusiasm was his greatest asset.    Here are three ways to create an even more enthusiastic staff and customer experience: (Click link to read more)
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