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businessoverbreakfast's podcast

The Business Over Breakfast Podcast is expressly for Small Business owners, predominantly the 20,000 people in the CCIQ database. The aim of the podcast is to create more current and energetic engagement with the membership base.
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businessoverbreakfast's podcast
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Now displaying: May, 2018
May 29, 2018

Are your staff passionate about creating loyal customers for your business? Making a lasting impression on clients is important. One way to do this is to provide an outstanding customer experience. Customers expect reliability, but they also search for innovation. So, that’s why today on the Business over Breakfast podcast, Bree and Andrew are discussing customer service and the need to provide both certainty and uncertainty in business.

In this episode, Bree also chats to Cate Schreck who shares her insights on motivating staff to provide the best customer service they possibly can. Cate is the Founder and Managing Director of Lightbulb Training Solutions and the author of The A-Z of Service Excellence. Cate is a highly sought after and inspirational workplace trainer who uses a 6 Step ACTION processto save businesses across Australia time and money by turning on the service excellence lights of frontline employees. 

We also discuss things like:

  • The changing world of customer expectations; it is complicated.
  • The need for customer reliability as well as innovation.
  • Connecting and engaging with customers.
  • The importance of soft skills in customer service.
  • The 6 step ACTION process.
  • How to deal with difficult and angry customers.
  • Motivating staff to do the best they can do.
  • Engaging empathy when dealing with difficult customers.
  • Five tips for managing the need for consistency and inconsistency with customers.

Links

The A-Z of Service Excellence

Cate Schreck Website

Cate Schreck LinkedIn

Business over Breakfast Book

Smallville

Bree James Website

Andrew Griffiths Website

May 14, 2018

The art of negotiation is an important skill to master in any Small Business. As a Small Business owner, becoming a strong negotiator is critical; it is a major factor in business success. This skill doesn’t come easily to all though; it’s common for people to walk away from deals feeling as though they have been hard done by.

But don’t fear! Negotiator skills can be developed and in this episode, your hosts, Bree James and Andrew Griffiths, discuss all the best ways to make sure that both parties involved in a negotiation get the most out of the deal.

The show welcomes Cian McLoughlin. With a sales career spanning almost 20 years, Cian is a best-selling author, speaker and founder of Trinity Perspectives, a sales consultancy firm committed to unlocking the latent potential of customer insights.

We also discuss things like:

  • How to develop your negotiating skills
  • Different types of approaches when going into a negotiation
  • Characteristics of a bad negotiator
  • Creating a win, win negotiating style to build respectful relationships with clients
  • Learning how to say no to an unfair deal
  • Physically preparing yourself before entering a negotiation
  • Reflecting on past negotiations and learning from them
  • What micro-negotiations look like in business
  • Providing beneficial solutions to a deal without devaluing your service or product
  • Knowing when to walk away from a negotiation

Links

Rebirth of the Salesman Book

Cian McLoughlin Website

Cian McLoughlin LinkedIn

Business over Breakfast Book

Smallville

Bree James Website

Andrew Griffiths Website

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