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ENGAGE: we inspire peak performance and elevateCustomer Experiences

www.ENGAGEteams.com - For keynotes, trainings or workshops contact us at Vital@ENGAGEteams.com or 702. 523 1792

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Articles

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

 

Filtering by Category: business

Do you care to elevate Customer Experiences?

Vital Germaine

During a recent corporate training, an executive raised the question, “Can you teach somebody to care?” The general consensus was surprising.

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https://www.groovehq.com/support/customer-support-statistics

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.

The majority of executives in attendance agreed that the art of caring could not be taught. People either care or they don’t. How disappointing.

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.

Leadership must first establish a culture of caring and happiness as the barometer. Then, provide those non-caring employees with actionable behavioral tools to reinforce the culture. Tools that when implemented, give the appearance of a person that does care. Read about the five tools that will make your employees deliver extraordinary experiences.

Vital Germaine

President ENGAGE


Can't remember names?

Vital Germaine

Anybody who is familiar with, and has studied Dale Carnegie will know the value of remembering and using the names of your prospects and clients. It is a very powerful tool of persuasion and turning leads into paying customers. 

 

CASE STUDY:

3 experiments done by The Journal of Consumer Research demonstrated that remembering someone’s name facilitates their compliance with a purchase request made by the rememberer. 

Experiment 1 showed that name remembrance increased request compliance. Name forgetting, however, does not cause a decrease in compliance.

Experiments 2 and 3 showed that name remembrance was perceived as a compliment by the person remembered, which mediates compliance with the purchase request. Experimental manipulations of the likelihood of name remembrance (experiment 2) and need for self-enhancement (experiment 3) provided results consistent with a complimentary explanation for the findings.

 

The 3 simple strategies:

 

STRATEGY 1. Repeat their name 3 times within 60 seconds

Immediately after the introduction and when receiving somebody's name, you repeat their name and give it back. If the name is unique and not easy to pronounce, when you repeat it, make sure to ask if you pronounced it correctly. People can get offended if you pronounce their name wrong. Example.

"Hi, my name is Vital. And you are?"

"I'm Erin."

"Nice to meet you Erin. Erin as in E-R-I-N."

"Oh, you're from Chicago. I love Chicago. Where abouts in Chicago Erin?"

STRATEGY 2. Use word association.

Do they have the same name as a friend? If so, connect their name to your friend. By thinking of that friend you will remember their name.

Does their name sound like another word? Example. This is a true incident that recently happened. The lady's name I met was Samela. I said her name 3 times during the first 6- seconds but felt I wouldn't remember it. I said, "Great name, very unique. How do people remember that?" She said, "Pamela but with an S." I will probably never forget her name though powerful word association.

Don't be afraid to ask people for tips on how to remember their name. They will gladly help you. 

STRATEGY 3: Visualization.

Depending on what works best for you, there are several options regarding visualizing their name. I tend to imagine seeing and reading their name printed on their forehead. 

You can visualize their name as an oversize art installation, on your computer screen, filling up the wall in your living room. Use what ever methods works best for you, but use a strategy that will help you achieve the goal of remembering names. It pays high dividends.

If they have the name of a celebrity I imagine talking to the celebrity for a moment. Example: If their name is Henry, I'll imagine them dressed as Henry VIII. If there name is Bill, then I'll imagine them using their thumb to highlight a point.

Once you have remembered their name, remember several meaningful facts about that person that you have discovered are important to them during this initial conversation: where are they from, do they have children or pets... this will provide you a platform to find common ground, making you more relatable. In addition it will help you customize the experience to their needs and personality.

Now that you have their name memorized, use if often throughout any interaction with them. BUT! Make sure to not OVER-use it. That will defeat the purpose of making them feel important and valued. 

Thank you - Vital Germaine

If this blog was of value, please feel welcome to borrow, steal, borrow, and/or share.

Optimize your team performance with these 7 steps.

Vital Germaine

It's never easy to keep your team focused, motivated and performing at optimum capacity. Flat-lining at some point seems to be inevitable. How can you prevent this ailment that costs the US economy up to $550 BILLION annually in lost productivity? More simply than you think. 

Humans tend to flat-line when they become board and uninspired, be it at work or life in general. The sense of excitement and passion withers away through repetition and monotony. Corporate bureaucracy, leadership and culture are the guilty parties. Rigid corporate strategies, rules and tradition tend to stifle passion and motivation by slowing down the process of inviting and embracing the new, the different. 

Here are the 7 steps to revitalize your workforce

1. DISRUPTIVE LEADERSHIP: The number 1 killer of innovation and employee engagement are controlling managers, rigid SOP's, un-defined cultures, and outdated strategies... "It's how we've always done it". By continually repeating yesterday's success formula, we plant the seeds of stagnation. Everybody within that static culture will disconnect from their original "why" and lose the growth mindset that keeps successful companies relevant and competitive. You risk inviting them to perform on auto-pilot. Keep them on their toes by consistently challenging them. Leadership must invite and inspire change.

Without being challenged we stagnate, GET BORED, become complacent.

The challenge is not in the form of peer rivalry and comparison, but rather healthy competition whereby they  mutually encourage and elevate each other's game.

Challenge your team by inviting them to find a solution to a problem - allow them to flex their creativity and decision-making muscles. Empower them with added responsibility. Empower them by encouraging them to express themselves and in turn listening to their ideas, suggestions and solutions.

Once you've inspired and empowered your team, get out of their way, relax and enjoy their success.

2. PERSONAL DREAMS: Also, connect their personal aspirations/dreams to the workplace so they evolve as individuals within your company - yes, you risk losing them as they pursue their own goals - but on the flip-side, do you really want their unmotivated and disengaged persona to stay and contaminate your culture, your brand and your customer base? 

3. AUTONOMY and INCLUSION: When you relinquish the reins and trust them with a project or the added responsibility, that project will feel like they own it. Ownership is powerful. They will carry that responsibility with pride because it belongs to them. They will nurture it like their own baby, filled with love, understanding, purpose, joy, commitment, passion, and fulfillment. 

4. COMFORT ZONE: Make sure that the challenge is not overwhelming, intimidating or simply beyond their ability - it will trigger a fight, flight or freeze response. However, definitely push them beyond their comfort zones. Give them the gift of control. Get management out of their flight path - take away the roadmap. Let them figure out what the destination is and how to get there. Offer support and resources when necessary. Sit back, watch them grow and fly without a net.

5. OBLITERATE THE BOX: As a former Cirque du Soleil performer, team captain and recently as a consultant and facilitator for their newly created corporate training platform called CIRQUE SPARK sessions, I learned many invaluable lessons from Cirque's philosophy. They constantly push themselves and their team members - they encouraged us to extend our vision beyond the existing horizon and ignore the limitations of the proverbial box.

6. RISK | EXPLORATION | FAILURE: The side effect is the exploration and discovery of so many more options and possibilities.  The freedom with which Cirque gifted its performers, allowed us to spread our wings, thrive and FLY WITHOUT A NET. They encouraged creativity: expression, exploration, risk-taking, and failure as an option. But without providing us the appropriate leadership, environment, tools and liberty (void  of anarchy and chaos), we would flatline, become disconnected, and lose our passion, drive and commitment to excellence.

This philosophy of empowerment inspired us to explore, learn, grow in confidence, and remain focused and committed to maintaining and enhancing the expected Customer Experience that is synonymous with the Cirque du Soleil brand. 

7. FUN: Bring it all together in an environment and culture that is fun. We learn more when having fun and are more receptive to change, growth and responsibility. Companies with fun, happy cultures experience on average 20% higher profits with elevated retention numbers.

Thank you for reading. Subscribe to my YouTube Channel

If this blog was of value, please feel welcome to comment, steal, borrow and share.

VITAL GERMAINE

 

How to become a better leader without saying a word.

Vital Germaine

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For those of you familiar with Albert Merhabian, you will know that 58% of communication is body language, and only 7% are words. 

I recently experienced a very unique and memorable Leadership Excursion at the Dust Devil Ranch Sanctuary in Las Vegas. It reinforced the power and impact of our non-verbal communication.

Here are 3 crucial take aways that will make you a stronger leader and better communicator. 

1.    Be trustable, likeable and relatable.

The Horsemanship Leadership Excursion began with the trainer, and the owner Kri, helping us understand the fragility in developing a strong bond between the horse and the trainer (or whomever the horse would interact with during the leadership training). Each horse is very unique, as are humans. Both the horse and the human participants are observed in regards to their characteristic strengths and weaknesses. That information is shared to help build self awareness, with the objective that leaders and employees can grow and improve their skills and clarity of communication and elevate engagement.

Ginger, the red headed horse, had very specific traits unique to her that the Katelynn needed to know and understand in order to optimize the interaction. There is an organic synergy that develops between them, with the horse being very sensitive to all levels of the trainer’s energy and personality. The two must connect, trust, like and relate to each other for the encounter to be successful. The stronger and more streamlined the relationship is, the greater the odds of success…. sounds like the workplace and client experiences!

 2.    Clarity and simplification is key!

If Albert Mehrabian’s 7%-38%-55% rule is true, with the 55% relating to body language, then I had no other option than to self-evaluate how many confusing signals I had sent over the years and potentially confused team members. Self-awareness!

Most of us confuse our colleagues because our words and facial expressions don’t fully align with what our body is saying. We complicate the communication with unnecessary information.

It was self-evident that Katelynn, needed to be very specific and precise with her communication, less confuse the horse. If too many body parts moved, or the right body part wasn’t used clearly, then the horse would be lost, resulting in lost time and energy… sound familiar? Miscommunication costs organizations money!

David Grossman reported in “The Cost of Poor Communications” that a survey of 400 companies with 100,000 employees each cited an average loss per company of $62.4 million per year because of inadequate communication to and between employees. Debra Hamilton asserted, in her article “Top Ten Email Blunders that Cost Companies Money,” that miscommunication cost even smaller companies of 100 employees an average of $420,000 per year.

 A Watson Wyatt study found that companies that communicate most effectively are more than 50% more likely to report turnover levels below the industry average compared with only 33% for the least effective communicators.

3.    Anticipation

Katelynn highlighted that one major component of effective interaction and “teambuiling” was her need to anticipate the horses behavior. Made me think of how great leaders are sensitive/aware to the pulse of their teams. It allows them to make needed adjustments ahead of time, minimizing roadblocks or loss or motivation. Equally, in order for business and organizations to remain relevant and competitive, they must by fully aware of shifts in markets and trends.

BE AWARE | BE A STEP AHEAD | BE PREPARED AND ABLE TO ADAPT | LEAD TO INSPIRE

This blog will not do the amazing Leadership Excursion Experience justice, but will hopefully inspire you to explore its value. I highly recommend your leaders do it for themselves and reap the benefits. 

NOTE that the ranch contributes substantially to the community and are saving the lives of many horses.

Thank you for reading. If this blog was of value, feel welcome to comment, borrow, steal or share.

VITAL GERMAINE

Is motivation an empty promise.

Vital Germaine

Ironically, I am considered or called a motivational speaker. I've never liked that label. We INSPIRE action or change. We don't motivate. CNN legal and social commentator  and "motivational" speaker, Mel Robbins, gives a great talk on this topic

mo·ti·va·tion ˌmōdəˈvāSH(ə)n/noun: the reason or reasons one has for acting or behaving in a particular way.

Motivation is not an external force. It is an internal desire, hunger or need to change something.  The only "motivation" you can gift a person is to empower them with confidence and belief or hope that they can do or achieve something because they have the tools or the potential.

If this blog was of value, please feel welcome to comment, steal, borrow or share.

Thank you for reading,

VITAL GERMAINE