The Organised Times Vol 9.21- October 2005

In this issue:

• Increase Your Profits by Training Your People
• Free Assessment - Are You Management Material?
• Our Clients Say
• Upcoming Events
  - How to Have Less Mess, Less Stress and More Success  - Melbourne
• Book Lorraine for 2006
• Free Articles For Your Publications
• What We Do

Increase Your Profits by Training Your People

Hi!

What impression do outsiders get when they call your business?

Is it a welcoming greeting such as "Thank you for calling The Office Organiser, this is Lorraine", or do they hear:

• "Lorraine's phone"
• "Hold the line" (before you even speak)
• "Hold the line please" (before you have even opened your mouth)
• "Lorraine speaking" (doesn't even mention the name of the business)
• or they speak so fast you miss the name of the organisation and have to check you rang the right number.

Sometimes the initial contact has been positive only to be let down when the person has said:

• "Hold the line for a tick/sec"
• "I need to find a piece of paper to write your message down"
• "Can you hold on while I find a pen"
• "Just a tick, I'll pop you on hold"
• "Alright, I'll see if she's available"

How to Effortlessly Lose Business
Recently my 22 year old had three weeks off from her job as a flight attendant. She wanted to book into a health retreat for a few days.

As her mother, I was very excited by this, as it’s not often you hear of someone so young, invest their own money…and we’re talking around $2000 plus, who would do something so positive for themselves.

Anyhow, we spoke about her options and she decided on a well-known retreat in Queensland (where else?). On the two occasions she spoke with the receptionist and sales person, Tia (my daughter) was treated with indifference. The staff were not enthusiastic or very helpful…a major turn–off.

Tia had never been to this retreat yet the impression she gained indicated it was very disorganised and not professional. Her thoughts were – if this is how they respond to potential customers, what would the actual experience be like?

In the end she decided to go to Camp Eden which both my husband and myself have experienced. When she made her enquiries and consequently her booking, she was treated with respect and they made her feel special.

She’s spent the past 5 days at the retreat and has rung me to tell me how much she has enjoyed it.

Who Answers Your Phone?
The person who answers the phone automatically conveys to outsiders an impression of your organisation. So what impression is your phone answerer/answerers, receptionist or Director of First Impressions conveying to the world?

You can have the glossiest brochures, presentation kits, business cards, employ polished sales people who drive fancy cars and have flash premises, however if your physical image isn't backed up with a professional image in the office, then you could lose credibility and even business.

On occasions I have spent my money elsewhere because of the treatment I received from the receptionist.

Whose Fault Is It?
Can you blame your people? No. The buck stops with the owner or manager of the business. Often they are too busy to pay attention to the customer service side of the business and avoid investing time and money into their most important asset…their people.

Here are some simple, yet very effective solutions to shape up your phone image.

Top Telephone Tips

• Train your people in how to answer the phone.
• Place a script next to each phone so they cannot forget what to say.
• Smile and stand up each time the phone is answered. The smile projects down the line and standing up gets you off your butt!
• Ask some of your clients and a few outsiders (could be possible prospects) to ring into your organisation and provide you feedback as to what they experienced i.e. welcoming greeting, professional manner, etc.
• Have a system for taking messages that everyone adheres to. i.e. use duplicate message pads, message boards or email. (Tie pens to the message pads).
• Answer the phone as quickly as possible, ideally on the third ring. If it takes too long to answer then the caller may think no-one is there and may take their business elsewhere. If you answer too soon it may appear you have nothing to do.
• Learn the words" "Please" and "Thank You".

The Final Word
It's always the little things which count. The simple, basic, nitty gritties of life.

Ignore them and you risk losing business, credibility, respect, and who knows what else? Pay attention to the details because if you don't, other people may not pay attention to you!

Have a great week
Lorraine Pirihi

Free Assessment - Are You Management Material?

Many people end up in managerial roles by default, not necessarily because they had all the attributes that a great manager really needs. You have to have certain skills and abilities to manage others successfully.

Discover if you have what it takes to be a highly effective manager and then go to http://www.masterfulmanager.com.

Is work consuming your life?
Are you drowning in paperwork and technology?
Overwhelmed by your workload?
Feel like you're in a pressure cooker and ready to explode?
Wanting more time for living life outside the office?

In just 4-hours you will discover the secrets to turning your mess… into success! The simple strategies you will learn from this workshop will turn your life around. You’ll dramatically boost your productivity and your profits. You’ll have much more time to enjoy life.

Melbourne  Early Bird closes 7th November 
Last public event for 2005!  Workshop 24th November 2005 9-1pm. Don't miss out - book now!  The Buckingham International, Highett, Melbourne.

*This program can be run on-site for your organisation/association. For more details contact Lorraine directly on 1300 857 756 or
lorraine@office-organiser.com.au

Book Lorraine for 2006

Book Lorraine Pirihi, Australia's No. 1 Productivity Coach to rev-up your team in 2006 Call today on (03) 9532 5497 or email your enquiry to
lorraine@office-organiser.com.au 

Topics include:

• How to Achieve Your Goals and Stay on Track
• How to Have Less Mess, Less Stress and More Success
• How to Successfully Grow Your Business...And Have A Life Too!
• How to Survive and Thrive At Work
• How to Increase Your Productivity and Your Profit

Lorraine has many articles available for reprint in your publication, company newsletter or ezine, etc. These articles may be reproduced providing they are published in their entirety, including the author's bio and all links.
See : http://www.office-organiser.com.au/freearticles.html

• Do you want to work less and have more time for you?
• Do you want your people to be more effective and more productive?
• Do you seriously want to achieve your goals this year?

Lorraine Pirihi, principal of The Office Organiser is Australia's No. 1 Productivity Coach. She specialises in working with small business owners and professionals showing them how to dramatically boost their productivity, reduce the stress and the mess and have more success both professionally and personally

We specialise in:

• Business and life coaching for small business owners and professionals
• Powerpacked presentations
• Books, CD's, DVD's and on-line learning programs

Take action today! Contact Lorraine to discuss your specific needs on 1300 857 756 or email lorraine@office-organiser.com.au

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The Office Organiser, PO Box 2062, Hampton East, Victoria 3188, Australia
Phone: 1300 857 756, Fax: (613) 9532 3398
lorraine@office-organiser.com.au    www.office-organiser.com.au

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