Celebrating Transitions: Skill Sets for the New Economy
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Transcript of Celebrating Transitions: Skill Sets for the New Economy
Celebrating Transitions: Skill Sets for the New Economy
Dr. Cynthia PilcherDr. Kay Lynn Tettleton
LSU AgCenter
Goals for employees & employers in transition
• Develop skills for coping with changing economic environment
• Increase awareness of economic reality• Understand trends in retail trade• Explore technology as a business tool• See business from a customer’s perspective• Find ways to improve efficiency• Manage stresses at home and on the job
What is the Real Economic Reality?• Agri-tourism and Agri-tainment• Geographic differences• Global economy• E-commerce• Strip malls and shopping centers• Major malls • Gasoline prices • Misconception about competition• National name-recognition companies• Small businesses & entrepreneurs• Niche marketing & diverse merchandise• Service, service, service
Coming or Going?
Businesses and communities may need:
• Customer relations skills• Marketing savvy• Entrepreneurial know-how• Knowledge of regional history
Staying in Business
• Research shows that service is more important than price to 66% of consumers.
• 40% of consumers say service is poor, which reflects a need for improved customer relations.
• Businesses spend 6 times as much time and money on potential customers as they do on repeat sales, even though established business makes long-term profits possible.
The Bottom Line. . .
• Business creates revenue • Revenue supports infrastructure• Infrastructure attracts more business• Attitude of cooperation and collaboration brings
success to the business community• Quality of life for families improves• Business retention, expansion, & entrepreneurship
contribute to rural economies
Current Trends in Retail Trade:
• Customers desire the authenticity of experiences and service found in small businesses.
• With trends towards e-commerce, customer service skills become even more crucial for brick and mortar businesses.
Six Characteristics of Businesses That Work . . .
• 1-Look & act like a business• 2-Maintain attractive appearance• 3-Include local advertisement• 4-Keep in touch with customers• 5-Sponsor local events of interest• 6-Include some type of link to technology
Employee Influence on Business:
• Makes the first impression• Seizes the opportunity to inform the visitor• Shares the community amenities• Promotes other businesses• Develops community leadership• Attracts visitors to return for business or
pleasure
A customer :
• is the most important person in our business.• does not depend on us- we depend on them.• does not interrupt our work, but is the purpose of it.• is a person with feelings, emotions, likes and dislikes.• is not someone with whom to argue or match wits.• will bring us specific wants; it is our job to fulfill them.• is deserving of the most courteous and attentive
service we can provide.• is the life blood of our business.
Customer Relations:
• Definition – the art and practice of attracting and retaining customers through successful human relations
• Purpose: to increase shopping at home and retain local businesses
• Impact: potential to increase tax base, improve community communications, and promote tourism and income from outside sources
What? When? Where? How?
• Know your community• Remembering names• Communication• Handling complaints• Ethics• Marketing
Loyal Customers
• Over 65% of people who leave a business do so because they encounter poor service or perceive an attitude of indifference.
Customer Relations Workshop:
• Understanding tourism• L.A.S.T. method of customer service
(Listen, Apologize, Solve, Thank) Source: The Difficult Guest, Media Partners Corp.
• Team building• Communication skills• Community asset mapping
Feeling almost “trapped”?
• Information overload • Different sources of information• Different perspectives• Different cultures• Different expectations• Different opinions• Different personality types• Different types of conflict
Time Savers. . .
Turn off phones
Make Lists
Organize
Say “no”Plan
Begin today
It’s up to you.
• Become informed about the economy.• Take an objective look at your business.• Use trends in trade and marketing.• Explore e-business and technology resources.• Think like a customer and adjust practices.• Get organized.• Seek ways to cope constructively with stress.
Dr. Cynthia PilcherArea Agent
Community Rural DevelopmentLSU AgCenter
Dr. Kay TettletonArea Agent
Community Rural DevelopmentLSU AgCenter