Blog

Blog.

Resistance, Running Away, and Curiosity are ways to respond to change

Three Ways to Respond to Change

By Amy Demas | August 4, 2019

The Greek philosopher, Heraclitus, is attributed as saying, “Change is the only constant in life.” And since we would all agree that is true, how do you and which way do you respond to change? My long-time life and career coach, Nicole Greer, and I have had many talks on this topic. Most of these Read More

Talk of Money and Piggy bank with dollars

Dare We Talk of Money?

By Amy Demas | June 29, 2019

The question of how we talk of money on the phone has been around for years. How do you approach it? Do we take an absolute stance to never talk about cost on the phones? Should we claim ignorance? What about quoting a range? And how about speaking of payment arrangements? Setting the Scene When Read More

5 Categories of Questions and question marks

5 Categories of Questions

By Amy Demas | June 15, 2019

There are several categories of questions from which we can draw. In our businesses and our lives, we must realize there is more than one way to ask a question. We need to know which type is most effective. Today we will elaborate on five categories of questions. The five categories of questions are: Permission Read More

Picture of cheese as a play on cheese with a complaining whine.

“It’s too…(hard, busy…)”

By Amy Demas | June 8, 2019

Do you need some cheese with that “whine”? We have likely heard this play on the phrase “wine and cheese” when someone is whining. Our team members are not immune to it…and neither are we. But let’s face it, phrases that start with, “It’s too…[hard, busy, new, different]” usually equate to one thing…a whine or Read More

Man at computer and stress is impacting his performance.

What is the Impact of Stress on Performance?

By Amy Demas | May 31, 2019

Is there an impact of stress on performance? Yes; of course. You may think it is always a negative impact but that is not always the case. We actually need some stress in order to reach our ideal performance. The stress we are talking about today is when it is too high and for too Read More

Coach watching practice with a playbook to obtain peak performance

3-Step Plan for Peak Performance

By Amy Demas | May 24, 2019

How seriously do you take the training of your team, ensuring your business excels in all scenarios? We need to take a lesson from sports teams as they are masters of this process. They follow 3P’s for peak performance. I appreciate Jack Daly providing the alliteration for the steps. The plan is to have a Read More

Man waiting for someone who will no-show while looking at watch.

No-Show Rates – Who’s Avoiding You?

By Amy Demas | May 17, 2019

First things first…no one likes to be stood up! But do you know who is avoiding you? Are those who no-show their appointments equally present across all types of customers, or is there a smaller segment of your customers impacting the metric? Your No-Show Rates are an essential metric yielding clarity for your office. Let’s Read More

Bored woman

Confirmation Call – “I’m confirming [beeeep]”

By Amy Demas | May 8, 2019

We have all experienced it, right? Thanks to Caller ID, we let the answering machine or our voicemail answer the call. It’s only a confirmation call. It serves to remind us to show up to an appointment or obligation. But the usual result is a quick [DELETE]…beeeeeeep. The Ritualistic Confirmation Call We have a love-hate Read More

Correct Posture

Get Your Posture Straight – Understanding the Difference Between Deference and Guidance

By Amy Demas | April 26, 2019

Leaders understand the importance of posture. There is more to posture than sitting tall or standing up straight. Posture also relates to a frame of mind or attitude when communicating with our customers. Posture – Two Differing Attitudes There are two primary postures used throughout the day. They are deference and guidance. During the day Read More

Have a plan or bore your customer.

Do You Have a Plan on What You Say?

By Amy Demas | April 19, 2019

Blah, Blah, Blah Is this what you sound like to your callers, potential customers, or customers? You might if you don’t have a plan. You must find the sweet spot of providing enough information to demonstrate appropriate knowledge, while also coordinating it with brevity so it can be absorbed. The balancing act is like walking Read More

Talking and Communicating

Does Your Office Communicate Excellence?

By Amy Demas | April 8, 2019

The Search I remember moving to a new city and having to get established all over again. It was agonizing enough to think of finding new stores, a church, and a favorite library for my family. But to think of doctors and getting that right was agonizing. As a single mom at that time I Read More