"All business" is Bad for Business

Maybe you’re busy, in the zone, or just not in the mood. Whatever the reason, you’re getting right down to business today. It’s quite possible that that’s making your customer interactions seem cold, robotic, and forgettable. But you’re a rock star!

You don’t have to strain yourself and be a Chatty Kathy, either. Use these quick tips to inject some energy into your conversations:

• Check your pace. Too fast, and you’re rushing… too slow, and you’re bored out of your mind.

• During a lull, ask the customer a question about their day or who they’re voting for on The Voice.

• Smile! Whether you’re on the phone or in-person, smiling creates an inviting and relaxed atmosphere. Plus it naturally warms up your tone.

What are your favorite ways to connect with customers?

Smile, Breathe, and Rock On. You got this!

Warm up your E-Conversations

Last week we learned how to warm up our voices over the phone. But how do we bring that tone to e-mails, chats, and texts? 

1. Less is more. Shorter emails are not, contrary to popular belief, rude. They actually make you sound more professional. So make them as short as possible.

2. Don’t clarify. Modifying words such as, “Just” hold back from your point and make you sound less confident. Check out the Just Not Sorry plug-in for more help spotting them.

3. Break each new topic into a new line. Structuring your emails invites the reader to respond, instead of bogging them down with too much info.

How it looks:

Hello Potential Client,

I’m excited about our upcoming partnership. I’ve filled out the paperwork, and the contract has been signed.

Is there anything else you need from us at this stage?

Best,
The Greatest CSR Ever

Want more tailored tricks? Check out Crystal. Their plug-in will automatically remind you how to email specific people in your network right from your inbox.

Smile, Breathe, Rock on. You got this!

Warm up the New Year

We’ve worked through a lot of tips for warming up to your customers, clients, and family. Now let’s bring that new year, new you mentality to the office.

Your coworkers are your team. They deserve warmth too! In fact, a recent study found that those who identify socially at work are healthier mentally. Here’s how you can show them you care:

1. Be generous with what you know. Share the wealth!

2. Ask for help when it’s needed. People love to feel useful and wanted.

3. Return the favor. Remember that humans have reciprocity built in to their bones. Help when you can!

Soon you’ll have an office full of people you can rely on to get the job done and commiserate in New Year’s Resolutions with. 

Happy Holidays!

Whether you’re at home with family and friends or working this week, we’re thinking of all of you this holiday season.

Merry Christmas & Happy New Year!
Team Ward Certified

Warm up your Holidays

Next week it might be easy to slip into old habits and comfortable conversation when you’re at home with family and friends. But what happens when you meet your cousin’s new fiancé? Or want to welcome the new neighbors? The perfect time to practice!

Apply the skills we’ve covered at home. Here’s how to exude warmth in any situation:

1. Pay attention to those you meet. Eye contact, periodic nods, and smiling shows people you’re listening to them.

2. Show empathy. Try to put yourself in someone else’s shoes when you meet them.

3. Be cooperative first. Humans have a natural tendency to help those who help them, and by being nice they are more likely to be nice to us.

Now that you’re the warmth-master, you can take your skills back to the office and start the New Year off right.

Happy Holidays from Ward Certified!

Warm up your tone

Welcome back to this week’s Ward Winter Warm-up. Today’s tip? Warm up your tone. 

It’s been proven that varying your tone over the phone can improve the call and bring warmth to the interaction. Here’s how it’s done:

1. Move your muscles. Smile when you speak to lighten the mood.

2. Pick specific words to emphasize. Imagine yourself saying the most important words in bold font.

3. Use formally warm words. “You’re welcome” is a lot more inviting than “No problem”.

 Example: Thank you for calling Ward Certified. This is Ann, how may I help you?

Smile, Breathe, and Call on!

Ward Winter Warm-ups

This winter, we’re going to help you stay warm with a series of activities and exercises to get you ready to go no matter the weather. Get ready for Ward Winter Warm-ups!

Here’s your first tip:

Cold office? Get your blood flowing and your brain pumping with some simple movement every hour. Here are some exercises you can do at your desk.

What are you waiting for? Smile, Breathe, and Get Pumping.

You got this!