Qualified Remodeler Magazine

JUN 2017

Qualified Remodeler helps independent remodeling firms to survive, become more professional and more profitable by providing must-have business information, namely best business practices, new product information and timely design ideas.

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interview, hire and manage those in various occupations and professions. Notably, Dave Yoho Associates has de- veloped a redesigned format of the DISC Behavioral Profile to be utilized for all lev- els of recruiting, team building, and primary and extended training. Readers of this pub- lication can receive a complimentary copy of the latest version by sending an email to admin@daveyoho.com with the word "Profile" in the subject line. A companion instrument, Sales Aptitude Appraisal, en- ables organizations to improve interviewing techniques and hiring practices, as well as training and management methods for those selected to create and maintain customer satisfaction. These instruments are also teaching reports. They examine behavior of both a company's customers and personnel. Here are four examples: High 'D' Dominance Style complain- ants are often aggressive and pushy. They may become intrusive, perhaps saying things like, "I demand to talk to the president now!" or, "If you don't respond to my wishes in this matter, you'll hear from my lawyer in the morning." Both employee and customer may try to dictate terms and conditions, but ask your- self: What do they need? You can help defuse them by providing: ¡ Someone who listens and asks questions for clarity ¡ Results, or at least tangible signs of progress ¡ Evidence that their feelings and values are important Sounds simple enough. But because peo- ple's expectations vary according to personality type, what works for one may not work for another. Handling a complaint is one of the most common, yet difficult, service situations for customers and employees alike. As anyone who's ever dealt with upset customers can attest, they can be a diverse bunch: some loudly belligerent, some ag- itated and overloading you with details, others "low key" and almost apologetic. But if you respond the same way to the belligerent, the agitated and the apologetic, you might increase the irritation for some, which may produce a Moment of Misery, because each behavioral style shows dif- ferent symptoms of stress and reacts in dif- ferent ways. But if you can recognize and respond to these patterns, you can reduce stress—yours and theirs. I applaud Dave Yoho Associates, a regu- lar contributor to this publication, for their constant development of tools that aid in identifying behavioral traits and creating problem-solving scripts. With over 50 years of experience in talent selection, and having issued over 150,000 DISC Profiles across a wide variety of indus- tries, Dave Yoho Associates' hiring methodol- ogy is validated by organizations that recruit, IF YOU believe this, reflect on the following: Abundant re- search and surveys reveal that 1 in 4 custom- ers is said to be thinking about leaving the average business at any given time because of dissatisfaction. A major mistake by most companies is that they often treat customers and clients as if they're all pretty much the same. Only by honoring their individuality can you hope to build lasting rapport. A posi- tive attitude toward service means that each contact—even a conflict or com- plaint—is an opportunity that may never come again. To be clear, it is a matter of perception—by customers, you and your employees. Moments of Magic can occur when your employees greet someone with a warm smile, use their name, shake their hand and then sincerely ask about their project and needs. Conversely, customers remember clearly Moments of Misery, such as crew or proj- ect managers who won't take responsibility for solving problems, and personnel who don't seem to know what they're doing and, worse yet, don't seem to care. This includes salespeople who make promises that are not fulfilled. The key to creating Moments of Magic is exceeding a customer's expectations. Customer Service— Or Dissatisfaction By Dr. Tony Alessandra, Founder/CEO of Assessments24x7 Everywhere you turn today, you hear about the importance of customer satisfaction. From the bank to the phone company to a restaurant, every business proclaims: "The Customer Is King," and "People Are Our Business," and "Your Satisfaction Is Our No. 1 Goal." 52 SPECIAL SECTION: HOME IMPROVEMENT PRO | June 2017 QR QualifiedRemodeler.com

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