customer service coaching
one-on-one business coaching
Comprehensive coaching from a leadership perspective. Learn the essentials of building a truly service-focused organization.
Leadership Team Service Coaching
Exceptional customer service must be instilled and fostered by everyone in your leadership positions. Coaching supports that goal.
customer service consulting
Your company needs the insight that third-party assessment provides and a comprehensive approach with tailored solutions.
customer service keynote speaking
Bobby is available to speak to your organization on a number of customer service related topics for both keynote presentations and seminars.
Step back and look at what you do in your business - and how you do it. Is there a heart of service at work in every aspect of your operations? Do your employees truly understand that they are all "customer service" people? Is "service" the overriding objective and constant undercurrent of your business? Yes, this is a large order. But if you truly want to find, make and keep great customers then you must first be a great company. And a heart of service must infuse your goal of attracting those ideal prospects, making them into great customers, and doing all that you can to keep them coming back and keep them talking about you to others. Customer service must be embraced by all of your employees as something that is inherent in all that they do - not just a "department" or an "after sale" process. They need to become passionately customer-centric. Because it really is all about the customer. | So, how are you doing with that?
A service culture begins and ends with Service Leadership
Everyone in the business must embrace a service mindset
Every system and procedure must serve the customer
Exceptional customer service is the mission - not a "value-add"
Bobby Ray Burns | Blog
I just spent a week in Arizona last winter. Arizona in January is not that bad. But, in Prescott Valley, where we stayed, it gets freaking cold! So much so that the occasional rain showers turned to snow. Oh, and in addition to seven nights in three different hotels, we ate out for every meal. This brings me to Read more about Serving Customers. How Hard Can It Be?[…]
A common frustration among small business owners is the lack of execution or implementation of their stated goals and objectives. In fact, they may have clearly articulated their vision for their business – their BHAG, or Big Hairy Audacious Goal – as James Collins and Jerry Porras put it in their 1994 book Built Read more about Master and Commander[…]
It’s nothing new. In most companies, in every country, regardless of their position, people hate meetings. And rightfully so. The Meetings Will Continue Until Morale Improves Business meetings can be so bad – and inescapable – that Patrick Lencioni, the founder of The Table Group, was able to write a best-selling book on the topic Read more about Why Your Staff Hates Meetings[…]
It has become something of a very worn-out cliché, but the concept is still valid: business owners must be able to innovate and think beyond their habitual ways of thinking in order to survive, to grow, to thrive. It is no surprise to anyone that the world seems to change daily. Things Change. Do You? Read more about Note To Self: Change Or Die[…]
Americans hate quitting. Except for smoking, we don’t typically celebrate quitters. It’s ingrained in our social fabric, our mores, and our national character. A recent America’s Cup race had Oracle Team USA trailing by a margin of 8-1. The New Zealand team only needed one win to clinch it. It would have been easy, Read more about So Just Quit – Redirecting As A Success Strategy[…]
[Originally published on June 1, 2016] Motivation Is Not the Same as Inspiration Sometimes inspiration comes from a place of need or want. And please note that I am speaking of “inspiration”, not “motivation”. We all know that being motivated can come from the offer of great reward (positive) or from fear or dread (negative). Read more about Are You Motivated? Or Inspired?[…]
Business Success Comes By Knowing Where You’re Going There are a number of concepts and truths in business that are powerful. Actions we take, words we speak, and the strategies we employ all have power to make or break our business. But there are four aspects of business success that matter most. The Power of Read more about Business Success: What It Takes[…]
Can You Be A Business With Heart? “Do unto others as you would have them do unto you.” Great quote. Great principle. Too bad more businesses don’t take it to heart. One does not have to be a Christian, or even particularly religious or spiritual, to appreciate the sublime power of that statement. If Read more about Becoming A Business With Heart[…]
Getting Passionate About Customer Service It may sound a bit strange to talk about passion when it comes to customer service. Perhaps, but I believe that having a real interest in and passion for what one does cannot help but to infuse that activity with power. This is particularly true when we speak of Read more about A Passion For Customer Service[…]
Are You Creating Your Company Culture? One of the most slippery and elusive concepts to articulate and define in your business is its company culture. Every company has one. It is the prevailing collective mindset and attitude of the staff. It is a reflection of the leadership. It colors and influences every aspect of Read more about Is Your Company Culture By Design Or By Default?[…]