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Articles

Vital Germaine provide content rich blogs with tips and tools to help you and your organization move forward.

 

How do you teach employees to care?

Vital Germaine

Is it even possible to teach an employee how to care and positively effect your sales and profits?

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During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” Considering the impact caring or not caring has on a company's bottom line, it's a great question with fascinating answers.

How much we care on any given day at work is relative or dependent on our emotional state at that time. In other words, our levels of care fluctuate. What is not relative is the correlation between caring and Customer Experience Index scores. CSI scores will influence your company's reputation and determine customer loyalty. When customers feel disrespected or insignificant, they simply don't return... furthermore, their reviews will effect your profits and brand strength.

You can't teach employees to care. So how do you fix the problem of non-caring employees other than firing them, because on-boarding new hires costs time and money. There is a more effective solution. It consists of not only hiring the right people, but also providing great training. Teach them these 5 simple behavioral tools and they will act as if they truly care.

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Leadership must provide those non-caring employees with actionable behavioral tools. Tools that when implemented, give the appearance of a person that does care. 

5 TOOLS TO TEACH SOMEBODY HOW TO CARE

1. BE CURIOUS: 

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Have your employees ask your clients meaningful questions. These questions should be somewhat personal but not invasive. They should be open-ended questions that initiate a dialogue. Questions are the base of your needs analysis process, however, meaningful questions reveal more about your customer on a personal level. Meaningful questions give the appearance that you care.  Meaningful questions also provide up-sell and cross-sell opportunities

Your customers give you constant visual cues as to what is important to them. Build a rapport with them based on those cues. Be curious as to: Who they are... What they might enjoy... What they do. Curiosity will make them feel like you care... don't be creepy!

2. BE KIND, POLITE & FRIENDLY:

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Even people that don't care, know how to be kind, polite and friendly. These are traits of people who do care. They are behaviors that can be taught or faked. Remind your non-caring employees regularly to be kind, polite and friendly. Teach them caring vocabulary; "hello, I can help you, you're welcome, sorry (when needed), thank you, goodbye, visit again..." It will eventually become a habit.

 

 

 

 

3. SMILE:

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A smile is so easy to share... even if you don't care. A smile is the most recognized non-verbal expression of goodness. A smile says that you are inviting a connection. It suggests you will be helpful and caring. I've seen the most indifferent people smile and look like they actually care. Danish conductor and condemn, Victor Borge said, "A smile is the shortest distance between two people." Smiles are contagious if not infectious. Share many, often.

 

 

 

4. EMPATHIZE:

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Ask your, I couldn't care less, employees to try and imagine what it would be like in the customer's shoes. Ask your employees if they like to feel important and valued. The answer will be yes.. if it's no,  they might be an asshole or a heartless sociopath. Send them on their merry, "don't give a shit," way. You're fired.

"If you have any level of empathy and you genuinely care, you'll be great at customer service."

Anthony Gucciarda, a natural health and human empowerment writer, speaker, and entrepreneur says, "Empathy is the highest form of intelligence." In an age when Emotional Intelligence (EQ) is becoming more relevant than ever (a trend), it is a gift that needs to be promoted and elevated by leadership as a requirement.

5. INSPIRE:

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Your organization needs leaders who inspire the desire to care and who desire to deliver memorable customer experiences. If your lesser employees don't care about their customers, they might care about their personal performance. We all have a motivational trigger. Leverage it. Speak their language. Fuel their ego to get the needed results. Ultimately you can't force change, you can only inspire it! It starts with you. Solicit support from you Imperial Guard team members as the example. Turn them into coaches.


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If you CARE to comment or share your best practices on how to turn non-caring employees into Customer Experience ambassadors, please do. You will provide great service to many executives, managers and leaders

Thank you,

Vital Germaine, President ENGAGE.

Please share or forward this article to anybody you think would benefit.

 

Vital is also Las Vegas' most dynamic keynotes speaker and corporate trainer. Contact us today to learn more about his team development and leadership experiences. They are designed to inspire peak performance. KEYNOTES | TRAININGS | WORKSHOPS

How and why hugging makes you better at your job.

Vital Germaine

DARE TO DISRUPT!

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During a recent book signing, following a keynote presentation for approximately 800 attendees, I was surprised at the amount who wanted and initiated a hug. Each hug caused a positive ripple effect, inspiring connection. Corporate America is missing out on the power of hugs.

HORMONAL BENEFITS OF A HUG: When we hug someone, oxytocin is released into our bodies by our pituitary gland. That hormone release lowers both our heart rates and our cortisol levels (hormone responsible for stress, high blood pressure, and heart disease). Just make sure the hug is not "creepy" or too long. It's relative and open to interpretation. Ultimately, if your intentions of sharing a hug are genuine, authentic and healthy, it is a win win.

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Hugging makes us more approachable, relatable and trust worthy. Research shows that when we trust somebody, more oxytocin is released, adding to the existing amount. The hug makes the other person not only feel good about us, but feel good about themselves.

BENEFITS OF OXYTOCIN AT WORK: Teams that caused or encouraged oxytocin release in each other were more productive and innovative, and enjoyed the tasks they were doing more, than those whose brains did not connect to their teammates. (Research by Paul J. Zak: 

HUG A FRIEND OR COLLEAGUE TODAY, IF NOT NOW.

The feel good factor is contagious and will impact your culture, your customers and of course your bottom line. 

Please share a hug and this blog. 

THANK YOU,

Vital Germaine

President ENGAGE.

For more information about ENGAGE and our team development and leadership programs log onto: www.ENGAGEteams.com

Contact us today and elevate your company strength by elevating and empowering the people who define and deliver your brand promise.

Top 10 tips to resolve work conflicts.

Vital Germaine

Conflicts in the workplace are inevitable. They can become costly to your organization's efficiency and productivity. At the heart of most conflicts  is miscommunication and lack of understanding. 

The key is to resolve them quickly and effectively. Here's how.

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1.  MAINTAIN a positive outlook.

2.  PRACTICE Empathetic listening.

3.  ASK the other person to suggest a solution.

4.  SEEK to understand. 

5.  CONSIDER your role in the conflict and adapt accordingly.

6.  ACKNOWLEDGE the opinions and perspective of others.

7.  STATE your case tactfully.

8.  “ATTACK" the problem, not the person.

9.  AVOID the blame game. 

10.                ORGANIZE a necessary and concise staff meeting to openly discuss, with the focus on resolve.

Successful companies invest in their employees  through actionable trainings that are designed to optimize employee engagement, leadership and establish a collaborative culture.

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My company, ENGAGE, specializes in transformational leadership. Our process is fun, relevant, actionable and memorable. We'd love to engage your team and initiate a cultural paradigm shift. Results include, revitalized employees, elevated Customer Experiences, happier and optimized cultures that strengthen your brand by driving customer loyalty.

Vital is Las Vegas' most engaging keynote speaker, and a highly impactful senior trainer.  He delivers relevant, actionable and engaging content in a FUN and memorable way. 

BOOK VITAL TODAY and begin the transformation.

THANK YOU! 

Vital Germaine.


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Two must-have habits you’ll need to elevate your value.

Vital Germaine

It's common knowledge to say that company culture is at the heart of the success of every organization. The way in which your team interacts within itself heavily influences and determines how they will interact with your customers. However, as individuals we have the responsibility to not sit back and wait for leadership to spoon feed us on how to behave. 

As individuals we must have integrity and personal accountability in regards to our behaviors and standards if we want to succeed and elevate our value. 

Choose to "show up" for your own personal dignity and sense of integrity. Integrity is doing the right thing when no-one is watching. Doing and giving your best is always the right thing to do. 

 Habit 1

Habit 1

Your personal accountability and integrity will create positive ripples, making you a leader by example and setting the tone for others to be inspired by. Behaviors and attitudes are contagious regardless of how high or low we find ourselves on the social food chain. We can elevate or deflate. It's a choice regardless of circumstance.

I once had what most might consider a bottom of the pyramid kind of job. I washed dishes!
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Habit 2

Washing dishes neither held me back nor allowed me to lower my standards. I was neither ashamed nor did I lose motivation or belief. I still held myself accountable to deliver results with pride and dignity. I set a personal challenge and goal to be the best dish washer in town despite hating the job. Accountability is not always easy. Integrity is easily compromised. 

Make it a habit to always deliver the best of you. Commit to being extraordinary. Always choose to SHOW UP. Elevate your value.

Consistency transforms action into habits and habits determine who you will or won't become. Stay focused and committed because that approach will influence, overlap and benefit you in all aspects of your life, empowering you to spread your wings and fly without a net. 

Vital Germaine

Top-Selling Author of: FLYING WITHOUT A NET

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Cultural Diversity, are we doing it right?

Vital Germaine

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One of the most powerful lessons I've learned about diversity is when I Naturalized and became a US Citizen in 1999.

During the ceremony, the judge declared that becoming American did not mean you were no longer your previous nationality. It wasn't a question of "you're either with us or against us." Your old culture can co-exist with your new nationality (on paper) in this wonderful country.

I more recently had the honor to emcee and deliver a keynote for the "Celebrating Our Leaders" event. Here's why it was so impactful and relevant.

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They had attendees from an assortment of nations; Zimbabwe, Australia, South Africa, The Netherlands, Malaysia, The Philippines, Belgium, Germany and the United Kingdom. 

It completely illustrated what it should look, taste and feel like. If only the world could replicate this harmonious coming together of differences. 

Everybody seemed to on the same page with a common goal, a common purpose, and a collective desire that brought them together regardless of their color, creed, socio-economic background or gender. Their commonalities made it a United Nations in harmony. 

I realized that diversity is not a corporate program or a politically correct implementation strategy.

The truest and most authentic form of diversity is an organic, natural event based on individual open-mindedness, understanding, empathy, respect and consideration of differences. It's a personal responsibility. Make the choice to be culturally, socially, ethnically and religiously encompassing.

Humans innately know right from wrong without the need for corporate programs and government regulations.

All good humans understand the value of equality, respect, recognition and appreciation. The true "program" begins in our homes with our children and ourselves. 

This does not detract from the noble attempts of corporate America to improve the concept of cultural diversity. I believe that diversity programs are having a positive influence and that it should be continued, promoted and pushed.  However, it is best not implemented in the form of policy. Diversity should be organically and subconsciously filtered into a culture as a default setting. 

How do we achieve this utopian objective?

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In regards to the workplace. It starts at the executive level. The diversity platform is based on the philosophical behavioral foundations that leadership acts out and lives by.  C-suite executives are still too monochromatic and one dimensional in appearance and philosophy. When change is implemented from the top, then everybody who falls under that influence, will organically follow because it feels right and is indeed the right way to behave. Changing that lob-sided dynamic would have an exponential ripple effect. It's a massive challenge for the old-guard to relinquish the power of status quo. Until they do, change will be incremental and painfully ineffective. 

The notion of "equal but different" must have a pulse fueled by loving hearts that have at their core the blood of compassion and empathetic desire for a better world.

Perhaps I have a diversity "advantage" over many and the concept comes easy to me because of my eclectic background. I am a Belgian National, born in the Democratic Republic of Congo, who got to live the American dream by way of a French-Canadien circus (Cirque du Soleil). My parents are bi-racial and I have lived on 3 separate continents and in 5 different countries. I speak 3 languages fluently. Nonetheless, it remains a choice to live with an open and non-judgmental attitude.

We musn't wait until our species encounters a common enemy from beyond the stars to realize the power of unity woven together by variety and inclusion.

The world will inevitably become diverse. Embrace it and take personal responsibility to speed up that process.

Thank you, dankie, terimah kashi, merci, asante, kosonomon, bayerla, danke schoen, shye shye, grazie, spacibo, gracias, Ngiyabonga, bedankt.

Vital Germaine is the top-selling author and Las Vegas's most dynamic keynote speaker and trainer. For more in Vital