Jeff Mowatt
60 Wildwood Drive SW T3C 3C5 Calgary, AB, Canada

Space is limited and dates are too. #customerservice #customerexperience #enhancecustomerloyalty ... #trustedadvisor #businessskills #communication #businesscommunication See more

Getting past the customer Friend Zone At a virtual session a participant asked, How can I be taken more seriously by customers who I know outside of work as friends? We’d been discussing the importance of growing customer relationships to the point where they see you not as friend but as a trusted advisor. I pointed out that your customers already have their own friends and as a friend could be expecting discount. When customers perceive you as being their trusted advisor, your prices become less relevant.

Thanks to everyone that attended this morning’s Becoming a Trusted Advisor session! I was a great morning looking forward to the afternoon session #trustedadvisor #jeffmowatt #customerservice #customerexperience

Want to have your sales team be seen as "Trusted Advisors"? Be sure to have them register for my upcoming virtual session, "Becoming a Trusted Advisor". They be...gin March 17th all through to April 29th. Many optional dates and times are still available. You choose what works for your schedule. Details about the virtual session can be found at https://jeffmowatt.com/attend-j/becoming-a-trusted-advisor/ . Or prefer a customized session for your company and team members - we've gone virtual! www.jeffmowatt.com See more

Customer service can no longer be merely average or simply friendly; it needs to be remark-able. That means you and your team members need to be seen as Trusted Advisors. Here's your opportunity to make that happen for your team... Register for my upcoming live stream seminars. These half day seminars will be held March 17, March 23, April 8, April 14, April 22, and April 29. For more details https://jeffmowatt.com/attend-j/becoming-a-trusted-advisor/

What if there was a better way to prevent and resolve conflicts? Whether at work or at home, a difficult person can make your life miserable. The emotional distress caused by an unpleasant customer, co-worker, or even family member can leave you feeling drained. Sometimes it feels like you’re the only one making an effort. When what you try doesn’t work you may find yourself wanting to escape. Half price sale on now!!

Have you ever caught yourself beginning a statement with any one of these phrases? They all essentially announce that we are about to tell the truth - implying that everything we’ve said up till that point has been a lie! These types of statements tend to hurt rather than help our credibility. The best way to avoid sending these mixed messages is just omit these prefaces and say what’s on your mind.

One of the most common preventable blenders in customer service is failing to knowledge the customer immediately. Most employees believe that you’re doing well by greeting customers within 30 seconds of their arrival. To test this, picture entering a restaurant. Then check your watch & count 30 seconds. You’ll likely realize that 30 seconds is slow service. I prefer the policy of a major submarine sandwich company - acknowledge customers within five seconds. Acknowledging som...eone doesn’t necessarily mean you have to serve them. A quick, I’ll be with you in just a few moments. , works fine - even when you’re busy. #customerservice #customerservicetips #customers #customerexperience #customerexperiencetips #enhancecustomerservice #enhancetrustwithcustomers #communication #communicationskills #communications #communicationtips #communicationtipsforemployees #business #businesstips #businesscommunication #businesscommunicationskills #improvebusiness #improvebusinesscommunication #businesstips #jeffmowattt #trustedadvisor

Here’s a quick tip for when you’re really not in the mood to deal with clients or customers. Yes it does happen. Research shows you’ll feel much better towards customers and coworkers by changing your posture, your body will either release more feel good hormones or more stress hormones, depending on what posture you take. Sometimes faking it can tire out to be a good thing. ... #customerexperience #customerexperiencetips #customerservice #customerservicetips #communication #communicationtips #communictiontipsforemployees #business #businessskills #businesstips #improvebusiness #improvebusinesscommunication #businesscommunication #jeffmowatt #trustedadvisor

Three Words that Annoy Customers Stop saying bear with us. It sounds to much like an order. Instead, say thank you for your patience. #chooseyourwords #chooseyourwordswisely ... #buildtrust #buildtrustwithcustomers #enhancetrust #enhancetrustwithcustomers #communication #communicationtips #communicationtipsforemployees #business #businessskills #businesstips #customerservice #customerservicetips #customerexperience #customerexperiencetips #trustedadvisor #jeffmowatt See more

This weeks Trusted Advisor tip - are you proactively building trusted equity with your customers? https://jeffmowatt.com/service-failure-hope-you-did-this-f/

A big shout out to Cando Rail Services. They had me present to their team of over 70 people this week. With their team from across Canada & some in the USA. The nice thing about it was nobody had to leave their homes or offices. I would say the virtual session was a success & on top of it with no technical difficulties. Thanks to Cando Rail Services for attending. Consider a customized virtual training session for your team. Contact our office at [email protected] to discus...s how your words can enhance trust & differentiate your service to make price less relevant. #jeffmowatt #trustedadvisor #enhancetrust #chooseyourwords #chooseyourwordswisely #customerservice #customerservicetips #customerexperience #customerexperincetips #enhancetrustwithcustomers #communicationskills #communicationtipsforemployees #improvebusiness #improvebusinesscommunication #businesscommunications

How to Make a Positive First Impression Customer Cellphone Etiquette You’ve probably noticed today’s customer is easily distracted. To help gain their time and attention consider starting your conversation with this statement. #chooseyourwords ... #chooseyourwordswisely #communication #communicationtips #communicationskills #communicationtipsforemployees #improvebusiness #improvebusinesscommunication #business #businesstips #businesscommunication #businesscommunications #customerservice #customerservicetraining #customerservicetips #enhancecustomertrust #customerexperience #customerexperiencetips #jeffmowatt #trustedadvisor See more

Sooner or later in almost every relationship, people will say or do something that’s mildly annoying. While the natural response may be for us to take offense and lash out, the most powerful response is often to say and do absolutely nothing. This weeks Trusted Advisor tip is about knowing when NOT to say anything. https://jeffmowatt.com/how-to-eliminate-customer.../

Four simple words that can make a situation more rewarding & appreciated.... #chooseyourwords #chooseyourwordswisely #enhancetrust ... #enhancetrustwithcustomers #communication #communicationtips #communicationtipsforemployees #customerservice #customerservicetips #customerexperience #customerexperiencetips #jeffmowatt #trustedadvisor #businesstips #improvebusiness #improvebusinesscommunication #business #businesscommunication See more

Here’s a wonderful phrase that separates service professionals from people who are just going-through-the-motions.

Here’s a wonderful phrase that separates service professionals from people just going through the motions. #communicationskills #communicationskillstraining #communicationtips ... #communicationtipsforemployees #customerexperience #customerservice #chooseyourwords #chooseyourwordswisely #enhancetrust #enhancetrustwithcustomers #buildtrust #jeffmowatt #trustedadvisor See more

The way you communicate when transferring an upset customer on the phone has a large impact on their overall perception of you and your organization. Don’t just say ‘hello’ when a call has been transferred to you when a client is upset.

Improve your customer experience with a change in your words. #chooseyourwords #chooseyourwordswisely #enhancetrust ... #enhancetrustwithcustomers #buildtrust #jeffmowatt #customerexperience #customerservice #trustedadvisor #communication #communicationtips #communicationskills #communicationstrategy See more

As a customer, you’ve likely asked for alterations to products or services. Sometimes those changes are straightforward; adjusting a delivery to suit your timeline. Other times you might ask for a significant change from a project’s original scope. That’s when you discover whether the service provider genuinely wants to satisfy you, or they’d rather get you out of their way. When the tables turn and you’re the one providing the service, here’s a tip to keep the customer chemistry positive.

As a customer, you’ve likely asked for alterations to a product or service. Sometimes those changes are straightforward; adjusting a delivery to suit your timeline. Other times you might ask for a significant change. That’s when you discover whether the service provider genuinely wants to satisfy you, or if they’d rather get you out of their way. When the tables are turned & you’re the one providing the service use this strategy to keep the customer experience positive. #cho...oseyourwords #chooseyoureordswisely #customerexperience #customerservice #enhancetrust #enhancetrustwithcustomers #buildtrust #buildingtrustwithclients #enhancetrustwithcustomers #jeffmowatt #trustedadvisor #influencewithease #communicationtips #communicationtipsforemployees See more

How to Break Bad New to Customers Have you lost trust with a client because you had to break some bad news to them and they didn’t like it? In this video I shar...e how you can break bad news & still sound like a #TrustedAdvisor. By answering a question directly & then elaborate on it. Most of us do the reverse when you have to give a client or co-worker bad news. The more you treat your client as a smart and well intentioned person you can start to use different words to help you become a Trusted Advisor. See more

How are you Growing your Business More Service or Sales? There’s huge value in marketing and selling to new customers. But what about your existing customers?... Your existing customers are your loyal and trusted customers. They value you and they will refer you to others. These are your Whales how are you providing to them? See more

This weeks Trusted Advisor Tip I'd like your opinion... Consider approaching your customers with this the next time you have a new product or service to launch.

Are you using any of these communication tips to enhance trust & help differentiate the service your company provides. Lean these communications tips to help build trust when customers ask tough questions.

We understand that whether you’re booking a virtual seminar for your team, you need content that’s relevant and creates tangible results. The need to communicate effectively with internal and external customers applies to everyone in an organization. With Jeff’s ability to engage and entertain, participants feel like they not only learned something useful they also had fun. Think if Jeff for your next virtual training session. #TrustedAdvisor #enhancetrust #customerexperie...nce #customerservice See more

This weeks tip is all about sharing information with a customer, it often prompts more questions. How to answer the client's next unspoken question. https://jeffmowatt.com/answer-the-clients-next-unspoken-qu/

Consider a customized virtual training seminar for your team. Contact us to hear what we can do for your company. [email protected] www.JeffMowatt.com #enhancetrust #buildingtrust... #customerservice #customerexperience #TrustedAdvisor See more

Get in-sync with your customer Managers often expect frontline employees to be friendly & upbeat with customers. While this is often a good approach, problems arise when customers are in a hurry or physically fatigued. Rushed, tired customers don’t want to deal with employees who are too chatty or perky. It can be a turn off. Managers would get better results by teaching employees to mirror the non verbal communication style of the customer. Mirroring, when properly done enab...les employees to create instant rapport, no matter what the customers mood. #customerexperience #buildingtrust #enhancetrust #TrustedAdvisor #positivefirstimpression www.JeffMowatt.com/customer-ser/get-in-sync-with-customers/

The real secret to winning customers & being valued by senior managers is profoundly simple: keep your promises no matter what it costs you. That means making clear commitments. Just the act of making clear promises & keeping them no matter what, makes you stand-out. #jeffmowatt #chooseyourwords #TrustedAdvisor... #enhancetrust #buildingtrust See more

A Secret to Winning Customers & Getting Promoted After some two decades of working with senior managers and observing what really impresses them from their employees, I’ve found that trying to be popular is the last thing that works for employees. The real secret to winning customers and being valued by senior managers is profoundly simple: keep your promises no matter what it costs you. That means making clear commitments. Telling others, I’ll try or I’ll do my best. is ...saying you have no idea if you’re really capable, it sounds like you can’t make a firm commitment. Better to say no up-front than to say I’ll try and give excuses later. In today’s world of wishy-washiness, just the act of making clear promises and keeping them no matter what makes you stand-out. #chooseyourwords #enhancetrust #buildingtrust #Trusted Advisor #jeffmowatt #customerservice #InfluencewithEase See more

We understand you need content that’s relevant & creates tangible results. The need to communicate effectively with internal and external customers applies virtually to everyone in an organization. Consider a customized virtual seminar for your team, contact us at [email protected] #jeffmowatt. #TrustedAdvisor #enhancetrust #chooseyourwords #buildingtrust. #InfluencewithEase. #becomingatrustedadvisor

I believe those who claim we are living in the information age are missing the point. Your customers have more information and choices then they know what to do with. What customers are craving for and willing to pay a premium for is analysis. They want your interpretation of all the available products/services/solutions available, and they want your advice about which are best suited to their unique needs. They don’t want you to send them to websites, offer to send them more... information, or hand them instruction manuals. Information has become a cheap commodity. It’s your interpretation and advice that makes your services highly valued. #jeffmowatt #trustedadvisor #buildingtrust #customerservice #chooseyoureords #enhancetrust

Quick-when phoning a company which of these two organizations would you prefer doing business with? The first answers, ABC Stereos. The second answers with, XYZ Stereos, this is Dale. If you’re like most customers, the second company gets your business. They sound more professional and they sound like they have had training on answering the phone. When employees are trained properly to answer the phone there’s a good chance they’re also trained to solve your problem. Les...son: providing telephone training creates any easy competitive advantage over your competitors. #jeffmowatt #buildingtrust #customerservice #becomingatrustedadvisor #telephoneskills #chooseyourwords #enhancetrust

Practice makes perfect....preparing for tomorrow’s virtual presentation with Altus Group. #jeffmowatt, #becomingatrustedadvisor , #customerservice, #buildingtrust #enhancetrustwithcustomers

How Sharing Less creates more Trust If you’ve been reading my tips or attending my seminars over the years, you’ve likely heard me refer to the importance of being discreet about what you share with customers. As I share in two of my articles, Six Oversharing Blunders and Keep this Between Us. Here’s the problem - one of our most persuasive tools when helping people to make buying decisions is referencing similar work you’ve done for other customers. Assuming you have your cu...stomer’s permission to use them as a reference, its fine to share general information, but rarely is it appropriate to share anything about their monetary affairs. So if you are pressed to reveal your client’s numbers, here’s a handy phrase, For obvious reasons I don’t share my clients’ financials, just as I won’t share yours with anyone else. What I can tell you is It’s ironic how explaining why you’ll share less information actually creates more trust. See more

Close the Loop & Gain a Raving Fan A manager in one of my seminars asked me to share an easy, low cost tip that would turn their existing customers (their office tower tenants) into raving fans. In response, I walked her and her property management team through these two scenarios; in both cases a tenant calls a property manager about a plumbing issue that has put their washroom out of service. First case: The property manager books a plumber who then fixes the problem. End o...f story. Second case: The property manager books a plumber. Plumber fixes problem and promptly texts property manager: repair completed. Property manager then phones the tenant advising her the washrooms are back in service. Tenant emails her coworkers: washrooms are back up and running. Consider the difference in customer perception by merely reporting back when something is done. In the first case customers may be waiting all day; not realizing the washrooms are repaired. Second case, when the customer is informed when the works complete, they're more likely to think, "Wow, that was fast. These folks are really on top of things!" Plus, the service provider has made the customer look like a hero to her colleagues. The service providers didn't work harder or faster. They just reported back promptly. Takes seconds. Costs nothing. So, how are you and your team members when it comes to closing the customer communication loop?

Trusted advisor tip - keeping constructive during covid

Communicating with Customers during COVID 19 During this pandemic you may feel inclined to cancel or postpone your customer meetings. Ironically, I'd encourage you to do the opposite and move ahead with customer communications; opting for video conferencing. Once this health crisis passes, our economy will desperately need businesses to either have kept operating, or to bounce back quickly. Now is the time to stay in touch and discuss ways to help customers during and immedi...ately after the crisis. Keep in mind you're not making a sales call. You're scheduling a courtesy check-in to see how they're doing and provide 2-3 ways you might assist. If they are an industry in crisis, do not try to sell them anything. Explore ways you can help them ride this out. The wonderful benefit of a video meeting is your customers who are isolated will likely welcome the 'face to face' conversation. Don't worry about video chatting from home with each person's kitchen in the background. It makes you real and authentic. And it leads to conversations on a personal level. They'll remember you as someone who was there for them when the chips were down. See more

Since I'm shut-in at my home office like the rest of the world. We've fielding lots of calls and emails from clients asking about our virtual training. Here are two virtual resources to assist during this downtime to hone you and your team's customer communication skills. It's a workable way to engage team members who may be feeling out of sorts. During the COVID-19 crises I'm offering them as half price Shut-in Specials. The Art of Customer Service... Influence with Ease ht...tps://jeffmowatt.com//the-art-of-customer-service-influ/ Customer Communications E-Learning Course https://jeffmowatt.com//customer-service-e-learning-course/

Converting a Single Sale into a Cash Cow

Is it time to transform your business? Would you like your team to learn how to choose their words that enhance trust and differentiate your service? To make price less relevant? Not only will I be in Prince Albert, SK on March 12, but on March 31st I'll be in Regina, SK with my Becoming a Trusted Advisor. Find out more go to https://jeffmowatt.com/attend-j/becoming-a-trusted-advisor/

I’ll be in Prince Albert on March 12 with my becoming a trusted advisor seminar. Registration is open and seats need to be filled.

don't make your prices seem so pricey

Going to Winnipeg! Looking forward to speaking at this event in June!

Smart business people know that your options to stand out in the marketplace are limited cut prices? Not very profitable. Improve product quality? Certainly, but that can take substantial time and money. The fastest, most cost-effective way to differentiate yourself is to focus on your service. Customer service can no longer be merely average or simply friendly; it needs to be remark-able. That means you and your team members need to be seen as Trusted Advisors, so that you make price less relevant. Here’s your opportunity to make that happen for your team. I'll be in Prince Albert on March 12th with my "Becoming a Trusted Advisor" seminar. Early-bird rates are in effect and registration is now open.

Reduce your Workload and Enhance your Impact

Saying No and still building trust

What if as a manager, you no longer had to deal with people problems? Imagine if rather than putting-out-fires, you were free to focus on growing your business. Now you can. Register today for Jeff's seminar, "Leading a Customer-Focused Team" Some people claim that to motivate and engage employees, you need to pay higher wages, offer promotions, and pricy perks. I disagrees. Working with business owners and leaders for 28 years, I have found that by making minor adjustments to your customer service culture, you'll achieve significant results. I'll be in Mississauga, Ont on Feb 27th with this seminar. Registration is now open at Early-bird prices https://jeffmowatt.com//leading-a-customer-focus/register/ or to discover more about this event go to: https://jeffmowatt.com/att/leading-a-customer-focused-team/

Schedule your Becoming a Trusted Advisor training now for 2020

All businesses face price competition have two choices: 1. reduce prices (and profits). 2. Raise perceived value of their offerings. In the article below I provide five ways to enhance perceived value

Why we Shouldn't Pick Peoples Brains In my Trusted Advisor seminars we often discuss what I call the humility advantage. An example is asking customers and coworkers for their advice. Requesting advice implies humility while conferring respect. Speaking of word choices, a common phrase when asking someone to share their expertise is, "Can I pick your brain?" As Stephanie Staples, one of the brilliant speakers at our Customer Service Leadership Summit pointed out, picking someone's brain is clichéd and somewhat crude. Stephanie's alternative: instead ask "Can I tap your brilliance?" It's less crass and more complimentary.

Have you been looking for customer service training where you & your entire team can be trained in one day, all at the same time without having to close your business down for the day? Here's your chance to do exactly that with my "Becoming a Trusted Advisor" seminar in Barrie on Dec 3rd. For more details about what participants will learn do to https://jeffmowatt.com/attend-j/becoming-a-trusted-advisor/ and register today.

Having a problem with collecting from your clients? Here's one tip you can use when discussing an overdue account with a client.

Today is the last day to receive the early-bird registration fee for this Nov 14th event in Calgary. There are only 25 seats left make sure you have your team leaders registered. You won't want to miss these amazing speakers all on one day. https://customerserviceleadershipsummit.com/register

How to tweak people's interest Here's a handy tip to stimulate customer interest. Before providing information, offer a "teaser" benefit. Then ask if it would be "useful" for them to hear about it. For example, before you describe your company's background, you might say, "It's important to know that the people you do business with are well established, so you're not left in a lurch. Would it be useful for you to hear about the company's background?" Now, you're not perceived to be "selling." Instead, you're providing information that's useful.

Any golf enthusiasts out there? If so you may know who Lisa Longball Vlooswyk is. She will be one of our 6 guest speakers at this years Customer Service Leadership Summit on Nov 14th. She won't be teaching any golf clinics there, but she will provide tips & insights about discovering what drives you as a manager or supervisor. How being clear & committed to that purpose determines how far you can go as a manager or supervisor. Register today to save your seat https://customerserviceleadershipsummit.com/ and meet the 8 time Canadian Longball Drive Champion.

Western Canada's premier event for managers - register now for early-bird rates

Don't miss this year's Customer Service Leadership Summit. We'll have an amazing line up of Speaker's. Come see Lisa "Longball" Vlooswk she's an 8 Time Canadian Long Drive Champion, Greg Schinkel he'll discuss how to engage your front line team to great sales. Patricia Katz will discuss how to help your employees appreciate and build stronger relations to maintain loyalty. David Irvine will show us how to gain a new perspective on customer service. Stephanie Staples will help to inspire your staff and customers, manage stress and improve your work-life balance.

On Nov 14th at this year's Customer Service Leadership Summit in Calgary we have Stephanie Staples presenting her "Bringing your 'A' Game to work and Life! If you've ever felt overwhelmed or stressed and it's not even lunch time yet you'll want to go on this journey with Stephanie. Take a look at what she'll be able to provide for you. For more information about our 4 other speaker's or to register yourself or your team members at discounted rates go to https://customerserviceleadershipsummit.com/

Trusted Advisor tip - Looking for love in the Wrong Places

Register now for the third annual Customer Service Leadership Summit

Looking forward to speaking there next week!

Trusted Advisor tip - Whatever happened to bravery?

Trusted Advisor tip - How to Not Sell Yourself Short

Trusted Advisor tip - You can't - really?

Trusted Advisor tip - One word that enhances cooperation by 57%

Trusted Advisor tip - 4 follow up tips to help grow your business

Trusted Advisor tip - how to build trust with skeptics

Had a great day in Kimberly! Thank you Kimberley Chamber of Commerce for all your help and support.

Are your team members committing any of these oversharing blunders that can annoy customers?

Your team members ARE your brand. It only takes one untrained employee to eliminate brand value. Managers who neglect to train their team members on how to build trust, are subjecting the company's resources to substantial unnecessary risk.