Dealing with Difficult People
1. Don t get Hooked !!! When people behave towards you in a manner that makes you feel angry, frustrated or annoyed - this is known as a Hook. We can even become Hooked by the way people look, how they talk, how they smell and even by their general demeanour. If we take the bait then we are allowing the other person to control our behaviour. This can then result in an unproductive response. We have a choice whether we decided to get hooked or stay unhooked. 2. Don t let them get to you. We often allow the other persons attitude to irritate or annoy us. This becomes obvious to the other person through our tone of voice and our body language. This only fuels a difficult situation. When dealing with difficult people, stay out of it emotionally and concentrate on listening non-defensively and actively.
Making Customer Satisfaction Surveys Work
Why bother? Good customer service is the life blood of any business. Although new customers are important good customer service will help generate customer loyalty and repeat business. With each satisfied customer your business is likely to win many more customers through recommendations and remember, if you are not taking care of your customers, your competition will. A Customer Satisfaction survey will help you not only identify problem areas but will also demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide. Where to start? Objective - Before you start compiling your survey you should first consider what the objectives of the survey are, in that way you will remain focused and find it easier to decide what questions to ask.
Are You in the Relationship Business?
Are you in the relationship business? Of course you are. Everyone who has to work with, deal with, sell to, convince, is! Unless you re on a deserted island, you must connect with, interact, and influence people every single day. Building relationships today mean better business tomorrow. Successful business and professional leaders know their 1 objective is getting their quality products and services out the door to those who will buy or use them. Unfortunately no leader can just wave a wand and make it happen. They have to rely on people-employees to work with them, vendors to supply them and customers to come to them. These leaders are not just good but GREAT at building relationships because they practices these three rules. Rule 1: It s what you think. Not surprisingly, successful leaders strongly believe in the value of building relationships with others inside and out of their organization.
Employees - Treat Them the Way They Expect to be Treated
When you have to deal with one of your team who s complaining to you, rather than allowing your negative programmes to take over, get your thinking part in gear and try to see the situation the way they see it. You don t necessarily have to agree with them but perhaps you can empathise with their point of view. The successful manager thinks about the people they have to deal with, is sensitive to how they see things and knows that they might think differently than they do. Let me give you an example: I ve always had a thing about good timekeeping it s something that s been programmed into my brain. If you agree to meet me at 8.30 in the morning, I ll be there at 8.20 I will always do my utmost be on time.
What s in a Name?
Different people call their Customers by different names. If they don t have Customers, they have Clients, purchasers, licensees, users, patients, members, franchisees, or buyers. Each of these words carries meaning to those who say them. And those meanings say something about the health and long term success of the enterprise. What do I mean? Take a minute to do this right now. Write down the word or phrase that you use for your Customer. Then write down all of the connections or associations you make to that word. Write down everything that comes to your mind. After completing your list, take a look at the resulting list of words and phrases. This list speaks volumes about how you feel about and think about those people who give you money for your products and services.
Customer Service - A Lost Art?
Is customer service a lost art? Before you answer that question, take a moment and think about the last few times you have gone shopping or out to dinner. Okay, now that you have really thought about it, is your answer any different? Why is it that when we actually DO receive excellent customer service that it makes such an impression on us that we usually choose to go back? Why - because the occurrences are so few and far between!!! As a home business owner, it is imperative to my business that customer service is ALWAYS a top priority. Remember the saying: If you don t take care of your customer, somebody else will. I m sure you have read or heard it somewhere before.....and how true it is. Here are a few ways to improve customer service at your business: SMILE - Sounds too simple, right?
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always right? I ll bet every one of you reading this article has a customer service nightmare story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones. We told the young man who greeted us that we had only one question: is this phone compatible with the database software we intend to purchase? I don t know, he said, Most customers do the research on this before they come in. We politely requested that if he didn t know, he find the answer. He told us we could call the company ourselves, that he didn t have time to be put on hold with them.
How To Use Your Current Customers
Jay instructed a customer of his to offer a rare coin collection to new customers for just 19. He was actually losing a couple of dollar on every sale! But.... of the 50,000 people who bought the coin collection for 19, nearly 10,000 come back and bought. Pretty impressive, don t you think? Your current customers will make you more money than any others methods, so I hope that you re paying attention. If you give them good information and a good customer service for high quality, then it will be very easy to sell to these people again and again! You need to know that statistics show that 20 of your customers will buy from you over and over again. Give them more bonus, reward them for being loyal customers and they will continue to buy from you.
Four Brainless Self-Promotion Techniques To Avoid
Many workers think that their hard work will speak for itself. They quietly do their job and stay late at the office hoping that their boss will notice their efforts. However, when a job promotion or pay raise goes to someone else, many employees retreat into a corner, wondering what happened. Many don t realize that talking about your accomplishments in a confident way is the best way to get ahead in your career. Promoting yourself at work doesn t need to be shameless and you don t have to brag. Instead, you need to develop a savvy approach to self-promotion so you can get ahead in your career. Being able to effectively toot your horn without blowing the wrong tune can only happen if you avoid these four common mistakes. Don t piggy-back off a tragic event to launch your self-promotion campaign The recent hurricane that hit the American states of Lousiana, Mississippi and Alabama left millions homeless and cities in ruin.
Employee Retention: Five Leadership Fundamentals
Are your management practices on the right track? Retaining your valued or high performing employees must be a strategic issue for your company. Throwing more money at your workers is not the answer and can become very costly. The more effective way to retain top talent is to address their important needs. Universal Truths: Most people are content being paid at or around the market rate for good quality work. SOME folks are extremely money conscious, but eventually they learn that the paycheck comes every two weeks all on its own, and other motivators come into play very quickly. There are very few folks who can be bought for money alone. Most people want two opposing things out of their jobs. They want to feel they are part of a group that s able to accomplish greater things than they could on their own, AND they want to know that they stand out as individuals.