Industry
Sectors
250 Companies Served in 27 different
industries
Financial
Services
Those that are in this industry know that
banking and finance companies frequently face
mergers, acquisitions, and policy changes in
their desire to gain more depositors and
investors. Just when the new business cards and
brochures arrive, another merger takes place.
Regardless of the name on the door, we know that
from the teller at the drive-through to the loan
officers and branch managers – retaining and
growing the customer base is critical.
Features like “free
checking” and “competitive interest rates” are
merely the front end work for drawing in new
customers. Today, it takes a strong customer
relationship using the highest skills in
customer courtesy and professionalism in order
to “retain” depositors and investors over the
long term.
LQ Strategies partners with
banks and lending institutions to understand
their business needs and develop the critical
skills and competencies necessary to maximize
customer service and relationships.
We also work closely with
bank managers in teaching them how to draw on
the best in their human capital in order to
differentiate their services and customer care
within the market place.
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Pharmaceuticals
The #1 goal for pharmaceutical companies
next to developing health and lifesaving
medications is getting doctors to understand the
benefits of a particular medication and become
an advocate in prescribing those medications to
their patients.
This happens
when the sales representative truly understands
their role in the sales process and applies
their learned skills and competencies at the
highest levels when calling on doctors. This
same responsibility lies in the district and
regional leadership.
The goal of the sales team
is to work as a team; combining their collective
skills, competencies and metrics toward
maximizing sales within their territories for a
particular product.
Whether primary care or
specialty drugs, LQ Strategies partners with you
to identify competency gaps and develops
customized solutions for primary and specialty
markets.
Some common areas we work
to develop include:
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Healthcare
Costs are rising, the government
continues its’ pressure to enforce regulations,
lawsuits are a constant threat, and patients
demand the highest in care and service. The
question is how do you manage through all that
and keep a healthy balance sheet and reputation
within the community?
The answer: Through your
people.
LQ Strategies knows that at
the heart of every healthcare institution are
people who care about saving lives and making
people well again.
Doctors, nurses, and
administration need to work together in order to
keep at bay the common enemies such as;
misdiagnosis, administering the wrong
medication, critical patient care, collecting
fees for payment, and ensuring government
regulations are carried out. The ultimate goal
is being able to have the patient leave the
hospital with the utmost care, health, and
experience. After all, a healthy patient who has
had a positive hospital experience is the best
advertisement.
LQ Strategies partners with
healthcare institutions to discover and work
through the problems and gaps between the
current state and the desired state of the core
issues that keep them from focusing on the main
thing - a positive patient experience and
outcome.
From facilitation of “root cause analysis” sessions on
process and procedure to teaching effective
leadership skills to doctors, nurses and
hospital administration, we stay the course with
them to ensure implementation and sustainability
of the solutions and skills needed for the long
term.
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Call
Centers
Every company has a call center of one sort
or another. Whether it is a few people answering
the phone or a series of customer service
centers across the country or world – they all
know that the customer is KING!
The customer service
environment is more than just common courtesy,
professionalism, the ability to find customer
data, and issue escalation. Today, it also
includes:
- Merging customer
service groups and philosophies
- Teaching the customer
service group how to up-sell
- Informing customers of
discounts and new products
- Extending warrantees
- Empathizing in the
interaction with customers
- Empowering customer
service groups to take action and solve
problems
LQ Strategies comes into
customer service environments ready to assess
key problem areas and quickly customizes
training, coaching, and facilitating
interventions that focus on increasing customer
satisfaction and improve the reputation of the
product, service and company.
It takes a village to care
for a customer. This also means working with the
customer service leadership in teaching them how
to create a pro-active and productive “customer
care” environment. At the end of the day, the
customer pays the bills and salaries for
everyone. Internalizing that concept is one
thing, acting on it is another. Our job is to
help leadership get to the implementation and
sustainability part of the equation.
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Manufacturing/Industrial
U.S. manufacturing today has capitalized on
what they have learned in the past several
decades regarding the application of LEAN, Six
Sigma, Kiezan, 5 S, TQM and
SPC
techniques, Bald ridge applications and awards,
ISO 9000 certifications and so on.
We now can do more with
less. At the same time, labor costs are not
going away and the need to maximize the current
labor force continues.
Engineering schools have
done marvelous work in preparing manufacturing
leadership in how to apply process flow
techniques, design development and
implementation, and continuous improvement
methodologies. However, schools have fallen
short in developing the leadership skills and
competencies necessary to
maximize the potential of the most
expensive line item in their “cost of doing
business”, their people.
A resent
Gallup
survey clearly states that on average -
employees are only 14% engaged in their work.
This means over 86% are not engaged or actively
not engaged! Imagine capturing only 50% of the
“not engaged” population - what would it mean in
dollars to productivity and keeping employee
headcount at bay?
Through assessments and the
discovery process, LQ Performance Strategies
identifies the gaps in leadership skills and
competencies. LQ will then create a customized
training and coaching program based upon the
outcome of the discovery process.
Some key areas of focus may
include:
- Improve productivity
- Gain employee
commitment
- Get employees engaged
in the process
- Increase retention
- Lower absenteeism
- Develop a positive
work environment/culture
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Government
Because of these ever
changing laws and regulations - effective
leadership, effective communications, and
motivated and caring government employees are
more critical than ever.
LQ Strategies partners with
these agencies to identify the performance
competencies and gaps within the leadership and
employee group. We work with the agency to close
those performance gaps and behaviors to ensure
the best performance and service possible.
