Take your business owner hat off and pretend you are the customer. Rate your overall customer experience by observing the following (of course you may add or remove areas of observation depending on your particular business, but the areas below will give you a general idea of what to look for from your customer’s point of view):

First contact experience over the phone or internet. What do you observe?

1) Is your business easy to find in the phone book or on the web?
2) How quickly are you connected to a receptionist or sales associate?
3) If you leave a voice mail message or send an email, is it promptly returned?

Walk across the street from your business location. What do you observe?

1) Is your signage clearly visible?
2) Does your signage catch your attention?
3) Is parking readily available?
4) Is your building well maintained or tired looking?
5) Is your landscaping well maintained?

Next cross the street and enter your building. What do you observe?

1) Are you welcomed by a receptionist / hostess / clerk?
2) Is the atmosphere pleasant and friendly?
3) Are you looked after promptly or do you wait, feeling ignored?
4) If it’s busy, how are you treated?
5) If you need to wait your turn, is there a comfortable place to sit or stand?

What is your customer service experience like?

1) Is the staff pleasant and professional in their manner?
2) Is the staff knowledgeable about your product / service?
3) How are difficult situations, challenges or product / service dissatisfaction handled?
4) Is there a follow-up system in place to ensure customer satisfaction?

How did your business rate? As a customer, would you recommend your business to others? If not, hopefully you are now aware of what adjustments, changes and improvements need to be made.

The question still remains, why am I selling jewellery? Our company, ClarityWorks has made a strategic decision to better understand our clients in their world of business, in today’s market. By personally practicing and therefore refreshing the skills, strategies and techniques I share with my clients, I am better able to relate to and understand their current needs. I’m stepping into my clients’ shoes!

By the way, if you love beautifully handcrafted sterling silver jewellery visit my virtual jewellery box at www.mysilpada.ca/ulana.chabursky … a girl can never have enough bling!!

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If your business is being negatively affected by stale sales skills, perhaps it’s time to reach out for support. I would be delighted to work with you and your team, exploring techniques and strategies to help you refresh your sales skills and regain the spark of a successful sales professional. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session.

Ulana Chabursky, Business & Personal Growth Coach

The interesting fact is customer satisfaction directly impacts your bottom line. Perhaps not right away and not when the economy is booming, or if you don’t have any direct competition. However, sooner or later your customers will recognize that you don’t care about them and in turn they will stop caring about you.

So why do some businesses get it and offer fantastic customer service and why do many businesses not? After many bad experiences and complaining, I decided to find out …

Nelson's Coffee Bean Team

I’d like to introduce you to Nelson and part of his fabulous team. Nelson Cossio is the General Manager of The Coffee Bean & Tea Leaf at the 4S Ranch Commons Plaza in San Diego. Every morning, following a power-walk with my pups, I like to stop in for a coffee at Nelson’s Coffee Bean location. I am always greeted with a warm welcome and smiles from the team. It doesn’t matter how busy they are at the time or which team members are working that day. And this is not just unique to me or to other already loyal customers. Everyone who comes in is warmly welcomed. It doesn’t stop there … the team doesn’t hesitate to ask you how your day is going? Or have you tried one of their new flavors? Or would you like to add a pastry treat to your drink? Also, the experience ends with a “thank you and have a great day”… every time!

 Wow!! What a wonderful, good feeling experience just by getting a cup of coffee! So after several months, I asked Nelson what the secret is behind his team’s consistently awesome customer service. The following tips are based on Nelson’s reply:

1. Lead by example - Customer service begins with the leadership. When supervisors embrace nurturing the customer experience with excellent service, the team will follow.
2. Team synergy – Create a dynamic team that works well together, feeds off each other’s motivation and has fun working together.
3. Encouragement & Acknowledgement – Corporate customer service initiatives are great motivators; however, without acknowledgement (verbal “pats on the back”, awards, promotions, bonuses, etc.) the motivation quickly dies.
4. The customer service professional – Hire the right personality with great people skills and inner desire to help others. Just like other careers require the proper combination of attributes, so does the customer service professional.
5. Sales vs. Service mindset – Encourage your team to focus on helping their clients make a buying decision instead of focusing on selling them a product or service.
6. Believe in your product or service – Love what you do and it’s easy to want to share that love with your customers. If you don’t like the product or service you are selling then you are continuously climbing an uphill battle; more importantly, your customers will notice.

Where the sales clerks love their job, because they love animals!

I decided to continue my little research project by asking other front line sales professionals what motivates them to provide great customer service. They all supported Nelson’s feedback.

Do you think anyone can learn to be an exceptional customer service professional? I would love to hear your thoughts, opinions and stories of experiences with customer service.

Thank you Nelson & team! While working in Toronto recently, I reeeeeeeeeeeally miss my morning coffee at your Coffee Bean & Tea Leaf!!

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If your business is being negatively affected by a lack of customer service skills, perhaps it’s time to reach out for support. I would be delighted to work with you and your team, exploring techniques and strategies to help you regain customer satisfaction and establish long-term customer loyalty. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session.

Ulana Chabursky, Business & Personal Growth Coach

I tend to approach any new techno fad with reservation and caution. I’m definitely not one to jump on the band wagon following the latest gismo, gadget or application. Actually, I just purchased my first Blackberry data device after taking a closer look at my needs … will a Blackberry help support my goals, or will it become a new toy and addiction? 

I used the same approach with Social Networking … will building a social network help support my goals, or distract me from them? Here are my results … 

Some advantages I’ve discovered with social networking: 

Compared to standard contact databases, social networks are much easier to keep current & updated – a data base requires constant monitoring and updating as contacts change companies, positions and their contact information. Social network profiles are maintained and updated by each individual contact. 

News feeds – a wonderful resource for checking in with your contacts and seeing what they’re up to. You can then choose to comment on their status, their links or pictures they’ve uploaded onto the network … a great way to increase and expand your visibility, and the visibility of your products/services. 

Status updates – keep in touch with your contacts by letting them know what you’re up to, what’s new & exciting in your business, share an interesting article or observation, and post a question to provoke a discussion. 

Access to your contacts’ network connections – this provides you with an endless resource of individuals to tap into, and, if used appropriately, becomes the equivalent of warm calling (vs cold calling). 

Social Networking is free – no cost (for most basic memberships), just your time! 

Focus groups – it’s easy to join a group (or create one) of individuals with like minded interests, or within a particular niche, industry or specialty.  Once again, this has the potential to vastly increase your visibility to people you otherwise would likely never reach. 

Marketing tool – keep your contacts posted about your business, products or services instantly & cost efficiently. 

Some things to be aware of: 

Time management – participation in social networks can be very addictive. Learn to manage your time wisely, because it’s easy to get caught up in social chit-chat or discussions that do not directly support your goals. 

Personal touch – you can use social networking to start or reinforce a relationship, but building a strong business or personal relationship typically requires a face-to-face connection as well. We are human, after all! 

Your goals – does social networking support your goals, whether business or personal? Will it help or hinder you from achieving them? 

ROI – what is the return on investment for you? Is your time spent on social networking helping you grow your business, build a support network, make new friends or meet a potential life partner? 

Intent – what are you expecting to gain from social networking? Are you joining social networks because it’s “the thing to do”, or do you have an actual intention to achieve something; an objective? 

Choosing a network(s) – which social networks will work for you and which ones won’t? This is a very individual decision based on having clear intentions, goals and objectives for your social networking. Where will you find your target market? 

Stagnate profile – if you create a social network profile be sure to keep it fresh and lively. Update your contact information, experience and status updates regularly. Maintain visibility and accessibility to be a valuable asset to your network. 

I am not a Social Networking guru. I have, however, spent the last few years building a number of networks using several well-known social networking tools – LinkedIn, Facebook, Twitter, Plaxo, Ecademy and others. My personal experience has been that, when used effectively, social networking can be very rewarding, both personally and professionally. Below, I have added links to my favorite social networking profiles/pages … I look forward to connecting with you online! 

• LinkedIn http://www.linkedin.com/in/ulanachabursky
• Facebook (my company, ClarityWorks page) http://www.facebook.com/clarityworks
• Twitter http://www.twitter.com/UlanaChabursky

What is your opinion of Social Networking … and how is it working for you so far? 

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If your business or personal growth is being negatively affected by a lack of networking skills, perhaps it’s time to reach out for support. I would be delighted to work with you and explore techniques and strategies to help you network effectively and benefit from the virtual world of Social Networking. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session. 

Ulana Chabursky, Business & Personal Growth Coach

Together, let’s unleash the networker within you!

In welcoming the new year, did you make resolutions and set new goals for yourself? Excellent! … and, how are you doing so far?

Perhaps you were happy to see 2009 end? … have you reflected on what happened last year? More importantly, did you accept responsibility for your part in affecting the outcome?

Maybe you were sad to say farewell to 2009? … was it a great year because you designed it to be so, or did that happen by chance? If it’s the latter, then of course you’re sad to see 2009 pass by since you have no idea how to create another awesome year.

If you want this year to be a happy one, then use the following ingredients to create your own fulfillment, success and happiness this year and every year …

12 key ingredients for a Happy New Year:

Attitude – strive to be optimistic and positive. You will receive everything you invite into your life; therefore, if you invite optimism and positivity, then you will have it.

Dream – see your life as a journey. Allow yourself to stretch your imagination and discover limitless possibilities.

Health – exercise regularly & maintain a nutritious diet. Your body will respond to how you treat it, so if you ignore your health it will eventually slip away.

Love – nurture close relationships & friendships. A full heart is a happy one and the more love you give, the more you will receive. 

Mindset – use “can” & “will”. View situations as possibilities and opportunities to explore different options. The language you use is a powerful tool to influence your thinking.

Passion – do what you love. With passion comes energy and enthusiasm which will help drive you toward your goals, and persevere when times get tough.

Purpose – take steps with intention. You will achieve your goals when you create a meaningful plan to guide you.

Skill – continuously grow & develop. Adopt a sponge-like mindset for continuous knowledge and exploration, and you won’t be tempted to settle for mediocrity. 

Support – reach out for help. We all need help from time to time, so don’t hesitate to ask for it instead of stumbling in the darkness.

Talent – tap into your strengths. We have all been blessed with talents and when we combine them with passion, we create a powerful and unique strength to use to our advantage.

Vision – have long-term goals to strive for. Design an image of the goals you plan to achieve and continue to reach toward and beyond it.

Wealth – live abundantly in all areas of your life. Strive for happiness and fulfillment rather than financial gain. There’s so much more to life than money.

The recipe for achieving a happy new year is not complicated or in need of a guru’s wisdom to accomplish. It is completely in your control to create. When life throws curve balls your way, take out the ingredients above to adjust the choices you’re making, the actions you’re taking, your behavior, and your perceptions in order to re-create your perfect recipe for happiness and fulfillment.  This is the secret that happy people know. 

I welcome hearing your thoughts, comments and stories. Cheers to a fantastic 2010!

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If your business or personal growth is being negatively affected by a lack of happiness and fulfillment, perhaps it’s time to reach out for support. I would be delighted to work with you and explore techniques and strategies to help you realize happiness and fulfillment in your life. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session.

Ulana Chabursky, Business & Personal Growth Coach

Together, let’s unleash the happiness within you!

Fear is natural and human. Back in the day of the Stone Age, it was fear that kept us alive. Today, our reptilian brain continues to function and often impedes our ability to stretch boundaries and welcome changes in our lives. It is these underlying feelings of fear that influence our confidence.

What would you do and what would you achieve without fear?

Reality dictates that fear exists and it will continue to influence our thoughts and actions. Therefore, let’s learn to utilize it to our advantage, instead of succumbing to it. Boosting our confidence will engage the logical part of our brain and help keep our fears in check.

Try a dose of positive psychology with these confidence boosters …

Create a wins journal. Focus on all your accomplishments to date by creating a list of everything you are grateful for, appreciate and have accomplished in your life. At the end of each day, add that day’s ‘wins’ to your list. When we focus on the positive we outsmart the negative. Review your list regularly for a boost of confidence!

Change your language. Instead of saying “I can’t”, find a way to say “I can”. Focus on what is in your control and within your ability to accomplish. Tap into your strengths instead of wallowing in your challenges.

Take charge. Are you blaming someone else for your lack of confidence? Perhaps you’ve spent a good portion of your life trying to live up to someone else’s expectations and haven’t quite succeeded. Well there’s a surprise! They weren’t your expectations to begin with. Take charge of your life and your destiny by creating your own life vision. Then design a strategy to achieve your goals.

Practice creative thinking. Sometimes we fail. However, this does not imply that we are failures. Many very successful individuals failed many times, only to re-shift, re-adjust, re-focus, and re-energize to try again. Engage your creative thinking. When there’s a stumbling block in your path … how are you going to get around it? What if “I can’t” was not an option?

Love yourself. What do you think about the person in the mirror? It’s time to quell any negative self thinking or self talk. Self-focused negativity will certainly sabotage your confidence and will not support your efforts. Look at yourself in the mirror and point out everything you like about yourself. Add something new to your list every day. Keep going until the day you see an amazing individual staring back at you.

I look forward to reading your comments, stories and ‘wins’ of the day! Thank you in advance for sharing.

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If your business or personal growth is being negatively affected by a lack of confidence, perhaps it’s time to reach out for support. I would be delighted to work with you and explore confidence building techniques and strategies that will work perfectly for you. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session.

Ulana Chabursky, Business & Personal Growth Coach

Together, let’s unleash the confidence within you!

Let’s begin with shifting our perception of strangers. If you consider that strangers are merely friends you haven’t met yet, then the prospect of engaging a stranger in conversation doesn’t seem so frightening.

Strangers are friends we haven't met yet!

Try the following tips and see what happens:

Find a common connection. Discussing how you’re connected to the event or the host is an easy way to start a conversation. It also invites someone you’ve never met before to open up and feel comfortable around you.  

• Have you attended this conference before?
• How do you know the host/hostess?
• What brings you to this event?

Pay a compliment. Everyone likes to be acknowledged and admired. Following an introduction, notice something you like about the other person. Perhaps it’s a stylish tie or unique pair of earrings. Continue the conversation by asking where the person acquired it. This shows you are genuinely interested in getting to know them better.

• I couldn’t help notice your pendant … it’s absolutely stunning! Where did you get it?
• By the way, you have excellent taste … I was admiring your tie. May I ask where you bought it?
• I love your shoes! Where did you find them?

Explore interests. Asking questions about what someone enjoys doing outside of work opens many areas of conversation. Generally, we like talking about ourselves and we tend to love talking about what we enjoy most in life. You may learn that they love their work or they may share their personal interests. Either way you will learn a lot about them.

• What do you enjoy doing when you’re not working?
• Have you visited any interesting places lately?
• How do you celebrate all your hard work?

Find a buddy. You very well may not be the only newcomer in this group. Scope out other “newbies”. Then join forces to meet others. Finding a buddy will ease the discomfort of feeling isolated and out of place. It may also help bring out the socializer in you.

• Hi, my name is Ulana! Are you new to this group, too?
• Hello, are you here by yourself? By the way, my name is Ulana …
• Hi, my name is Ulana! I’m here by myself, may I join you?

Be honest and introduce yourself. Ok, so maybe you are the only newcomer to this group and everyone else is engaged in conversations. Don’t let that prevent you from stepping up, waiting for a lull in the chit chat and introducing yourself. Let them know that you don’t know anyone and would love the opportunity to get to know them. Your sincerity and courage will surely be admired and someone will take you under their wing to continue introducing you to the rest of the group.

• Hi, my name is Ulana! I’m new to this group and I’d love the opportunity to get to know you better.
• Hi, I couldn’t help notice how much fun you seem to be having … my name is Ulana.
• Hello, my name is Ulana … may I join your conversation?

I would love to hear your feedback and your mingling adventures or challenges. Please don’t hesitate to share your comments. 

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If your business or personal growth is being negatively affected by a lack of networking skills and strategies, perhaps it’s time to reach out for support. I would be delighted to work with you and explore networking techniques that will work perfectly for you. Please contact me directly at ulana@clarity-works.com to reserve your complimentary coaching session focused on networking.

Ulana Chabursky, Business & Personal Growth Coach

Together, let’s unleash the networker from within you!

If you happen to be married to your business partner, the following tips will help ensure a happy and fulfilling relationship:

1) Clearly define your roles in the business … Who takes the lead on what? And, who is responsible for what?

Why? Because this avoids unnecessary confusion & misunderstandings which may lead to further disagreements, stress & arguments.

2) Understand and agree on your ‘partnership’ … are you equal partners or is there a hierarchy in your company? Is one role strictly support? Is one role perceived as less important/valuable than the other? Are both partners in agreement with this perception?

Why? Because this avoids fueling potential resentments.

3) Appreciate & celebrate each other’s hard work and efforts … don’t take each other for granted in your business environment in the same way you don’t take each other for granted in your personal relationship.

Why? Because these steps are part of a healthy, happy & successful business partnership and personal relationship.

4) Have regular ‘check-in’ meetings to share personal feelings, goals and insights. Are you on the same page? Do you need to make any adjustments?

Why? This keeps the communication channels open to explore self-awareness and potential concerns.

5) Resolve all business misunderstandings/disagreements before they spill into your personal life.

Why? Because this avoids mixing business stresses with your personal relationship.

6) Ensure that your business relationship does not dominate your personal relationship. Regularly spend quality time discussing everything, but ‘business’!

Why? Because this prevents your relationship from becoming one-dimensional. In all likelihood, you didn’t fall in-love and get married for the sole purpose of running a business together.

Happy Anniversary to all you August love birds! What are your personal best tips for nurturing a life partnership?

• Isn’t it time to create the life you want?
• Isn’t it time to catch your dreams
    instead of chasing them?
• What would you be doing now
    if you knew you could not fail?

Working with a ClarityWorks coach will help you transform your life by realizing your true potential and unleashing the greatness from within you.

Take the first step to living your dream by calling us and booking a complimentary coaching session:

Toronto:  416-232-0681          San Diego:  858-672-8706

For more information about ClarityWorks, please visit www.clarity-works.com

The highest form of attentive listening.

As a professional coach, I strive every day to improve my listening skills so that I am able to truly “tune in” to my clients needs. Every individual who interacts with others can significantly strengthen both professional and personal relationships by improving their listening skills,  Why? Because, “the most basic of all human needs is the need to understand and be understood … the best way to understand people is to listen to them.” – Ralph Nichols

The month of March is dedicated to celebrating International Listening Awareness. I encourage you to sharpen your listening skills by regularly practicing these helpful techniques …

• Avoid interrupting
• Keep an open mind
• Suspend judgments
• Refrain from making assumptions
• Respect the speaker’s personal space
• Give appropriate eye contact
• Be patient and understanding
• Listen for underlying feelings and subtle messages
• Avoid completing the speaker’s sentences
• Take notes when helpful
• Shut out distractions & focus on what the speaker is saying
• Use interjections to let the speaker know you’re  “tuned in”
• Focus on the speaker’s intentions and not your own

The International Listening Association promotes the study, development, and teaching of listening and the practice of effective listening skills. A wonderful resource for listening tips and techniques is their website, at www.listen.org .

Two ears ... one mouth!

In closing, always keep in mind … “We have two ears and one mouth so we can listen twice as much as we talk.”