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Management Tips

Top Project Management Myths: Part 1

by Susan Fennema

I have made a career in project management. I have so much passion for helping companies realize the sense of calm, efficiency and business growth that a project manager can bring. But over the years I have certainly seen some misconceptions and myths out there about what project managers do and don’t do, or the value they do or don’t bring. So today I am going to tackle the most common project management myths out there with this new project management myths series. Many of these myths come from not understanding what a project manager actually does, and the intangible value they bring. Alright, let’s go bust some myths!

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Customer Service is Not a Department

Customer service” is an overused phrase that has little meaning any more, but customers still want their needs met. To accomplish this requires that customer service is the responsibility of every employee, whether they have direct customer contact or not.

Customer service is different from any add-on service you offer for sale. If you charge money for a service, it’s part of your product mix. Customer Service is free.
Customer Service enhances your main offering – it’s not your main offer – but a pleasantly unexpected bonus that reinforces your message that you care.

It may include services such as free educational seminars. It may be the offer of free setup or an introductory period of technical assistance or maintenance. It could be the availability of credit or financial services, or simply a routine follow-up call that confirms a customer’s satisfaction. Whatever it is, it has to fulfill your customers’ deepest needs.

Customer Service opportunities are endless. It is a major area that can give you a competitive advantage – especially if you are seen as a commodity with numerous competitors. So, when you start thinking about the customer services you might offer, think beyond the obvious.

Put yourself in your customers’ shoes. What attributes of your business lend themselves to better customer service? Don’t be afraid to experiment and then elicit feedback from the people who know best – your customers.

See our Customer Service Course for more great tools and resources!

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Management Tips

4 Ways to Build a Coaching Culture

by Michelle Connor

First, how do you know if your organization warrants developing a culture of coaching?  Ask yourself this question…Do you believe any of your employees have more potential than their current performance level?  If your answer is yes, what’s the cost to your organization of not using that potential?

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