Communication Success Stories

Family Video

MEMO

                 To:          Customer Service Representatives

          From:     Roxanne Duran, Store Manager

          Date:     10/16/2011

          Re:         Improving Commission Sales

          Due to declines in employee sales rates, which monitor the amount of commission-based

          sales made by each individual employee, the company initiated a program to encourage

          better sales performances. The company first notified employees of their rankings among 

          other employees within the entire company, in order to make the staff aware of their

          shortcomings. The managers then gave the employees useful tips which they should use

          to promote their sales. These tips included:

·         Pay attention to each customer’s sales history

·         Mention the “Buy 3, Get 1 Free” special

·         Promote beverage and candy sales

·         Notify of discount expiration and offer renewal of ½ off discounts

          The management also instituted a rewards system, which would praise the employees

          who earned top sales rankings. The employee rankings were posted on the counter and

          were updated at the end of each week.

          Because the management of Family Video was able to successfully communicate what

          the problem was, why it needed to be fixed, how to fix it, and also give rewards for solving

          the issue, the employees responded promptly and efficiently. The employees’ sales

          rankings gradually began to increase each week, and the staff improved their relation

          skills with the customers. As a result, over time, some employees even reached the top 10

          rankings out of all the Family Video stores across the country.

Extra Credit: Adrian College Convocation Series

Patrick Farver

       Patrick Farver, a manufacturer in Michigan for 33 years, spoke to Adrian College students and staff on Thursday, September 22 in the Adrian College Chapel. The presentation highlighted the traits and beliefs of successful people. While characteristics such as passion, honesty, and persistence were all discussed, Mr.Farver noted that in his opinion, the most important quality a successful person can posses is that of integrity. He stated that leaders must practice strong morals, learn from mistakes, plan and execute goals, and upgrade their skills continuously throughout their entire lifetime. In a wise word of advice to the students in attendance, Mr.Farver hinted, "Success leaves clues... Follow them."

       As a student in this Business Communications course, I found the information presented during this convocation speech to be very valuable. In dealing with business, I think it is wise to adopt the qualities Mr.Farver spoke of, such as passion, creativity, decisiveness, trust, and respect. In order to be successful not just in life, but in business specifically, I agree that it is important for one to take responsibility for his or her own actions and that when mistakes happen, it is crucial to learn from the mistakes and try again to fix them. When speaking directly of communication, Mr.Farver noted that building rapport through verbal and nonverbal communication is what develops leaders; leaders cause an immediate attraction to themselves, they posses an ability to easily connect and communicate with other people, and they use creativity to promote group problem solving efficiency. All of these factors are necessary to be successful in the business world.

       When Mr.Farver first began his speech, he introduced himself and informed the audience that the presentation was discussing the topic of traits and beliefs of successful people. Mr.Farver then went on to list seven traits of success, followed by a series of quotes. After that, he added an anecdote about the trials and errors of Thomas Edison on his quest to invent the lightbulb, which took over 9,000 tries. Mr.Farver then listed several leadership qualities, followed by reasons for failure at leadership. I found this portion to be the most educational because it provided me with knowledge on what to do as well as what to avoid. He concluded his presentation with several more quotes, which I found to be slightly cliche, and made it difficult to focus on any main points or lessons. Overall, Mr.Farver was very inspirational and knowledgeable in his presentation.