01 Dr. Alan Zimmerman Final - Aventri · Alan@DrZimmerman.com ENERGY’S FUTURE: THE POWER OF...

www.DrZimmerman.com Alan@DrZimmerman.com

ENERGY’S FUTURE:THE POWER OF PARTNERSHIP:

Dr. Alan Zimmerman,CSP, CPAE Speaker Hall of Fame

3 STRATEGIES

Refrain fromnegative

communication

Killer Thoughts and

Statementspages 1‐2

3 STRATEGIES

communication

Make customers feel great

1. Make them feel WELCOME (page 3)

• Negative: Whaddya want telephone calls, taxi, greetings

• Positive: British Airways, 4‐minute rule

5 CUSTOMER NEEDS

3. Make them feel COMFORTABLE (page 3)ERSTOOD.

• Negative: VA wait time

• Positive: Macaroni Grill, can say what they really think and feel

5 CUSTOMER NEEDS

3. Make them feel UNDERSTOOD (page 4)ERSTOOD.

• Negative: Third person, Shelley, Delta

• Positive: Okyakusan, 3 magic words, honor resistance

5 CUSTOMER NEEDS

4. Make them feel IMPORTANT (page 4)PORTANT.

• Negative: Bug, electric bill

• Positive: Neck sign

5 CUSTOMER NEEDS

5. Make them feel APPRECIATED ((page 4)

5 CUSTOMER NEEDS

5. Make them feel APPRECIATED (page 4)PPRECIATED

• Negative: Cheerios, “don’t have to praise them for doing their job…”

• Positive: Marriott Los Palmas, Dr. James deepest craving

5 CUSTOMER NEEDS

WelcomeComfortableUnderstoodImportantAppreciatedWhich one are you best at?Which one needs improvement?What’s one thing you will do?

5 CUSTOMER NEEDS

3 STRATEGIES

communication

Ask Brave Questions--listen empathically

___ ___ ___ ___ ___ ___ ___

___c ___a ___ r ___ e ___e ___r ___

BraveQuestions

SAMPLE BRAVE QUESTIONSpages 5‐6

a. What red flags or upcoming problems do you see?

b. What do you suggest we do about those red flags or upcoming problems?

d. What resources, information or support do you need from me to do your job?

f. What’s working for you?

g. In light of our work load, customer expectations, and overall purpose, what should we stop doing? What is not worth doing anymore?

k. How do you punish your customers for doing business with you?

BRAVE QUESTIONS

1. What are your favorite hobbies or recreational activities? What are some new things you’d like to do?

2. What do you especially like about your job? What do you wish was different?

3. What are your goals the 1 year? 5 years? 10 years?

EMPATHIC LISTENING SKILLSpage 136‐138

a. Warmth

b. Focus

c. Positive reinforcement

d. Question‐asking

e. Paraphrasing

f. Matched intensity

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3 STRATEGIES

communication

Ask Brave Questions--listen empathically

01 Dr. Alan Zimmerman Final - Aventri · Alan@DrZimmerman.com ENERGY’S FUTURE: THE POWER OF...

Documents

Zimmerman Fugue Etudes

Zimmerman barbier

Robert Allen Zimmerman

Zimmerman NBC

ZIMMERMAN NOTE

THE PARTNERSHIP PAYOFF · Biographical Sketch of Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of Fame n Started selling door-to-door in second grade, everything from greeting cards

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Zimmerman on Heidegger

2013 zimmerman portfolio

Zimmerman School Records

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