I’m at the DSA Annual Meeting in Miami Beach, the attendance is strongest I’ve seen in a few years. It’s a good sign that confidence is rising and people are getting back to work, smarter and leaner than ever before.
My workshop on “Hearts & Smarts” was well attended, roughly 60 participants. The “traditionals” and “baby-boomers” sat audience left, and Y-Gen and X-Gen on the right (best I could tell). We jumped in with the basics of the distributor service department mission:
- Create Happy Distributors
- Improve the Company
- Develop Service Professionals
Building on “Business in HD” (Happy Distributors as well as High Definition), we explored that High Def is the important definition around staff selection and development (selecting people who possess the soft skills–“heart”– and the hard skills–“smarts”) along with implementing distributor service best practices. Participants who register at the ServiceQuest website will receive a copy of the book Hearts & Smarts when it is released.