Jeff Mowatt - Trusted Advisor Seminars

As I mentioned a couple of weeks ago, with my impending retirement this will be my last message, along with a farewell gift for you.

Over my 34 years of delivering seminars for literally hundreds of organizations, I’ve observed firsthand how customer service training can improve the lives of customers, employees, and shareholders. What’s less obvious is how a lack of training can do the opposite. Take for example Alain, a manager and sponsor of one of my seminar series, who introduced me by telling participants about his shopping experience at a business that sold high-end technology. He explained how the company had obviously spent millions of dollars on the building, equipment, inventory, salaries, insurance, and advertising. However, the employee who interacted with him appeared to be having an off day and didn’t seem concerned about whether Alain found what he needed. “In other words,” he continued, “The company invested all that money building a brand to bring customers like me in the door. But one employee not being trained properly, meant all that money was wasted.”

The lesson: your team members ARE your brand. It only takes one untrained employee to eliminate brand value. Managers who neglect to train their team members on how to build trust, are subjecting the company’s resources to substantial unnecessary risk. That’s why my parting gift for you as I retire is to extend a onetime only Retirement Special rate of 50% off all our training tools. Between now and March 31st you can choose any of our books, audio programs, video courses, or tip sheets at half price. Keep in mind there’s also an “I want it all” bundle at even greater savings. Details are at https://jeffmowatt.com/shop-page/

I hope that helps as you and your team continue to improve your customer communication skills. Best wishes and warmest regards from Lydia and me. It’s been fun!

Let’s be honest — there are days when work just doesn’t feel inspiring. Tasks pile up. Energy dips. Customers (or coworkers) seem impossible to please. And suddenly, even a job you once loved starts feeling… well, like just a job.

Here’s the truth: your customers can SENSE that lack of motivation — and it can quietly ripple into THEIR experience.

But there’s a way to break the cycle.

If you’re in management: start your day with 90 minutes FOCUSED on fixing root problems in your department.

If you’re on the front line: invest just 15 minutes in BUILDING your skills, especially in customer communication.

When you begin your day with INTENTION — focusing on what you CAN control — you don’t just lift your own spirits. You lift the entire customer experience.

Start small. Start today.

Your renewed energy might be the spark that brightens someone else’s day too.

I’m often asked to speak at conferences on how to enhance a company’s customer service culture.

Let’s be honest — it’s easy for employees to show enthusiasm when they work at a theme park and customers are there to have fun.

But what about industries where customers are only there out of necessity or to make a “grudge purchase”?

In those environments, stress creeps in. Employees vent. They start swapping horror stories about “customers from hell.”

At first, it’s behind the scenes. But soon, customers pick up on that tone. And the downward spiral begins.

That’s why in my Leading a Customer Focused Team presentations, I recommend leaders hold CAST Meetings© — short, simple gatherings where:
Employees share stories about their favorite customers.

Want to enhance customer attitudes? Start with internal conversations that uplift. Facilitate an exchange of compliments – not complaints – about your customers.

The stories we tell each other shape the experience we deliver.