Jeffery Gitomer, perhaps America's top sales trainer, said yesterday, "When business is down, it’s likely morale is down. Invest in attitude training for every member of the team FIRST. The best way to get more sales is by creating more friendly and human interaction. The best way to gain loyalty from existing customers, and get more sales (the surest path to survival and growth), is by making service IMPROVEMENTS, not service cuts."
When business is down, there is greater competition for fewer dollars in the marketplace. My audiences always seem amazed to hear that 51% of buyers buy "Attitude" factors like staff, friendliness, approachability, ease-of-business, after-sale service and follow-up. A smaller percentage buy from you because of product knowledge.
More people buy your Attitude than your knowledge. Pay attention to that. The companies who will be successful when times are tough are the ones who have the right customer-focused Attitude. A buyer expects you to have product knowledge but the competitive edge goes to organizations that address Attitude factors.
Attitude also happens to be tied for second as most popular criteria on job performance reviews: first, quality of work followed by Attitude and productivity. Attitude finished ahead of teamwork, goals, customer service and skills development. Why then do most organizations spend the majority of their training dollars on teamwork, goals, customer service and skills development if the top three criteria for how you judge your people aren't even in that list? When times are tough, you're wasting your money if you're not addressing Attitude.
45% of workers feel "work" is the biggest source of stress in their lives. That's about half of your staff who hate coming to work because they get stressed. Great Attitude to build a successful organization on.
Your Corporate Culture is nothing more than a collection of prevailing Attitudes in your workplace. You will never, and I mean NEVER, improve your culture without addressing Attitude. Without addressing Attitude, you will be never be more than an ordinary, mediocre organization. To go to a "Greatness" culture requires you to do something that none of your competitors are doing - like, change your attitude about Attitude.
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Attitude w/ ATTITUDE by Kevin Burns - Corporate Attitude/Culture Strategist
Creator of the 90-Day Strategy to Greatness Culture
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