Generational CODES™
What Makes the Generations Tick and What Ticks Them Off™
The Complaints:
- “I’m not their BFF, I’m their BOSS!”
- “They ‘Live to Work’. I ‘Work to Live’ This job is not my life.”
- “They send five-screen text messages. That’s not a text, it’s an email.”
- “They want the title, but they don’t want to put in the time.”
The Takeaways:
- Powerful strategies for reducing generational conflict, confusion and costly missteps.
- Profitable ways to decrease Millennial talent turnover and lost productivity.
- Critical skills to transform generational obstacles into opportunities.
- The essential communication blueprint leaders must have to lead, sell and serve across generations.
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Leading the Generations
Managing and Motivating in a Multigenerational Marketplace
The Complaints:
- “They are snowflakes who need constant feedback.”
- “They never want to try anything new, they are tech adverse.”
- “They expect to be promoted before they’ve earn it.”
- “They won’t retire and get out of the way.”
The Takeaways:
- New, immediately actionable techniques for leading and mentoring across generations.
- Proven strategies for attracting top talent (and keeping them from walking out the door to the competition).
- Insight into each generation’s values, motivators, and needs.
- Leadership strategies you can apply today to create a Generationally Savvy™ culture.
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Selling to the Generations
Selling Across the Generations
The Complaints:
- “They waste my time with stories about ‘when I started out’.”
- “They don’t appreciate the value of a face to face meeting.”
- “They don’t know how to dress appropriately for a sales call.”
- “They think Power Point is a cutting-edge sales tool.”
The Takeaways:
- Masterful insights into how each generation works, communicates, thinks, and buys.
- Profitable techniques to create a fast and genuine connection with new customers.
- Key strategies for selling to your customers’ expectations, not your own.
- Powerful ways to avoid common communication pitfalls when selling across generations
Watch the Video Book Anna
Customer Service Across the Generations
Customer Service: The New Rules of Engagement
The Complaints:
- “They are always looking at their phones.”
- “They are blunt to the point of rudeness.”
- “I just want to get my question answered; not hear their life story.”
- “Their service vocabulary consists of grunts, ‘whatever’, and ‘fine’.”
The Takeaways:
- The core differences in how each generation defines customer service.
- What you should and should not do when serving customers from different generations.
- Surprising customer service practices that work for one generation, but tick off another.
- How to increase customer loyalty from each generation.
Watch the Video Book Anna
