Archive for the 'Empathy' Category

Jan 29 2009

Want to help someone through a job loss?

Lost Your Marbles Lately? 

                                                                                                     

Probably the world’s greatest expert on the subject of death and dying was Elisabeth Kübler-Ross, whose definitive book, “ON DEATH AND DYING” has now become a true classic in the worlds of psychology, psychotherapy, social work, and caregiver counseling. 

     So what?  What does that have to do with your job, or the job of someone close to you going down the tubes?  A lot! 

     The dynamics that Kübler-Ross devoted her life to studying are the same for virtually ANY loss.

     So, the “5 Stages” of death and dying that she defined apply to loss of life, loss of limb or function, loss of possessions, loss of health, loss of friendship, loss of a spouse or parent or child, loss of a home, loss of money, loss of a pet, loss of business, and –yes– loss of a job.

The 5 Stages are, in order of occurrence:

  1. Denial and isolation

  2. Anger

  3. Bargaining

  4. Depression

  5. Acceptance

The ultimate goal for any of us when we experience loss, has to be to move through the first four Stages as quickly as possible, and get ourselves to that 5th Stage point of Acceptance.

     Some succeed at this.  Some get stuck at Stages 1, 2, 3, or 4 along the way.  [Thes would probably be the majority.]  Some never make it to Stage 5 Acceptance, ever, and live the rest of their lives, for example, angry or depressed.  Those who don’t achieve a sense of Acceptance (as well as those who do but who require a particularly long time to get there) set themselves up to be in an emotionally unhealthy place in life.

     What is it that makes these failures and long delays emotionally unhealthy?  Denial, isolation, anger, bargaining, and depression all live in fantasyland.  The only reality there is on Earth is the one that is happening right this very split second as you are reading these words and thinking about them.  It’s a state of balance and harmony.  It means being focused on the present moment as much as possible.

     Often a “rescuer” or professional “coach” is needed to assist the sufferer of a loss in accelerating and smoothing the way to transition, to Acceptance.  If you want to help someone through a loss event or loss period of time, you must be prepared to be extraordinarily patient, empathetic (putting yourself in her or his shoes) and encouraging. 

     You need to help the individual or group or family pass through each stage and let go of each stage before moving to the next level, and to help him/her/them from slipping backwards.  Keeping those with loss issues and upsets focused on the immediate present moment that’s in front of their faces as much of the time as possible can be frustrating and emotionally draining for the helper(s). 

     It is not always an easy task and –while I heartedly recommend that responsibility for this function is best left to professionals who are trained to provide proper guidance— you can always lend a support system to encourage pursuit of professional assistance, and you can help prompt a sharper “here and now” awareness level simply by keeping your SELF focused on the present, and calling attention to it.     halalpiar

# # #

Check out and contribute to the daily growing 7-Word Story started 141 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

Jan 27 2009

BLOG SMOG

When did your ego (or favorite

                                                                     

 blog) last get the best of you?

                                                              

     This morning at breakfast?  In a meeting?  On the telephone?  At lunch?  Over the conference table?  On your way home?  After dinner?  All of the above?  (Oh, ha-ha, not me! Not all of the above. Good heavens, man, I’m not that bad!)

     Well, maybe, maybe not.  If you think something outside your own body got the best of you AT ALL, you may have a problem.  Why?  Your ego can only take over when you CHOOSE for it to take over.  You don’t get angry and no body makes you angry. 

     You choose to feel angry about what you or someone else does or says or something that happens.  You may not be making a conscious choice, but it is nonetheless a choice. 

     Contrary to what the majority of the civilized world’s population seems to believe: Behaviors –ego, guilt, anger, arrogance, or otherwise– don’t fall from the sky and land on your shoulders and make you into an ogre or cause you to do or say anything.     

     So, tuck that little pouch of wisdom in your pocket and let’s go take a look at the blogosphere.  What is it that bloggers seem to be grasping at and pretending they have no choice about these days? 

     Now, I don’t look at hundreds of blogs because I also have a life, but it seems to me that the ones I do check out are inevitably shallow ego-trips aimed at unloading lots of doom and gloom lectures in very authoritative fashion.

     Why is this important to business owners and managers and entrepreneurs?  Well, here’s the news flash: believe it or not– you are human too! 

     Just because you run around in scuffed shoes and drooling your last meal out of the corner of your mouth because you’re so preoccupied with your cashflow, or the bumbling idiot who’s representing your business interests somewhere, or the next big idea you’re birthing, doesn’t mean you don’t or can’t have feelings!  The bloggers who lecture on current events and industry trends love having you return to their sites because they’ve made you worry or sad or angry or enraged.  They live for that. 

     Alrighty then, you’re rushing through life and are now close to relying completely on the Internet for information and nurturing.  Blogs have become a way of life.  You visit YouTube and Face, then tweet your brains out on Twitter before hitting up your favorite 3, 4, 5 (?) blogs, where you get massive doses of smug, self-serving, know-it-all infusions of negativity. 

     Hey, you might as well be watching that 11 o’clock news crap . . . nothing like seeing babies burned in ovens, terrorist beheadings and a family of 14 jammed into a compact car and crushed by a runaway dumptruck just before you go to bed!  Great food for lovely stressfree dreams!    

     So where’s a serious entrepreneur to turn?  Sideways.  Check out what’s around you instead of the steady diet of what’s on top of you and what’s being pulled out from under you. 

     Many blog writers are just closet psychos.  Their only interest in you is as a site visitor and comment poster.  The more they get, the more the search engines reward them with bumped up rankings.  They don’t care about misleading your tired brain, or about helping you learn or see new ways to help yourself. 

     The Blog Smog is just as useless as network TV news smoke and mirrors acts.  Choose what you want when you want but don’t choose to think that all blogs are worthwhile uses of your time.  They’re not.   halalpiar

# # #

Check out and contribute to the daily growing 7-Word Story started 139 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

Jan 26 2009

Sales down and dull? Get ’em up and sharp!

Can you answer this

                                                 

barrage of questions

                                                                                                        

to your own satisfaction?

                                                                                               

     Do you believe in an “educated consumer”?  What do you do or not do to promote that?  Do you actually teach prospects and customers about your products and services while emphasizing benefits (because you know of course that people buy benefits, not features). 

     Do you educate others about your industry or profession?  Do you share the dirty little secrets of your industry or profession with customers and prospects?  (And please don’t pretend there aren’t any!)  How do you do this or not do this?  Are you sidestepping what needs to be transparent?

     Do you inform customers and prospects about your competitors?  HOW do you do that or not do that (i.e., what steps do you take or not take regarding this point)?  Are you gracious about it?  Aggressive? 

     Do you only accentuate the positives?  How do you like to have salespeople deal with you?  Do you represent information to customers and prospects with an air of pomposity or humility or a little of both?  Or neither?  Again, how do you like to have other salespeople deal with you?

     Do you ask questions first and listen [the most effective salespeople listen 80% of the time and talk 20%] carefully, or just launch into a lecture?  Do you lecture or inform?  Do you share just the right amount of information that the customer or prospect wants to know (vs. too much or too little)?  How do you know?

     Are these questions reminding you to listen more?  Are you choosing to feel annoyed by these questions?  Or are you choosing to feel invigorated by them?  Are you remembering to put youself in the customer’s/prospect’s shoes (empathy) or just steamrollering forward, or shooting from the hip?  Do you paraphrase and offer examples?  Do you ask for feedback? 

     Do you get tired of other salespeople when they blabber?  At what point do you say something or simply walk (or run) away?  When you think about the salespeople who have lost you as a customer or prospect, how did they do that?  What does it make you think of?  What are you learning about your SELF right now?  Hmmmmm?

     Okay, well this is all just getting you ready.  Tomorrow (now that you are primed or re-primed about how to deal with them), we’ll start focusing on how to get those customers and prospects in the door!  See you then.      halalpiar   

# # #

Check out and contribute to the daily growing 7-Word Story started 138 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

Jan 23 2009

ARE PEOPLE “BUYING” YOUR BUSINESS?

“You can’t build a reputation

                                                              

on what you’re going to do.”

–HENRY FORD

                                                                                                                                                                   

We’ve talked before about the definition of integrity being doing the right thing even when nobody else is looking.  The dictionary says it’s “the quality of having strong moral principles,” and “the state of being whole, unified and sound, without corruption.” 

I mention it here because integrity is the best kind of reputation to have.  Some customers flock to some businesses because they offer the lowest price.  Some seek only to have quality at any price.  But in today’s volitile marketplace, integrity (“HIGH TRUST”) is what sells most consistently and most profoundly.  It’s what anchors that elusive customer characteristic: loyalty! 

Consumers have been duped and led to slaughter for too many years.  Consumers are tired of hearing about businesses that make empty promises, that fallaciously attach themselves to worthy causes but fail to walk the walk when it comes to the moment of truth.  

As proverbially expressed, deeds and action speak louder than words.  

Consumers are demonstrating, across the boards, that they do not any longer want to deal with “low-trust” talk-the-talk businesses. 

     What separates “HIGH” from “LOW” trust?  Integrity. 

     How does a business gain integrity?  By gaining respect. 

     How does a business win respect?  By establishing a reputation. 

     How does one build a reputation? 

  • By consistent demonstration of honesty and fairness with both internal and external customers, and appreciation that the two need to be viewed as interchangeable. 

  • By recognition that the customer is always right and that there are never any exceptions to that short of legal violations or physical violence. 

  • By (back to the proverbs) practicing what you preach! 

Being partly honest in business is like being partly pregnant in life. 

If your assessments of your business and the spin you’ve been putting out to the public (or, more correctly,  to your marketplace) are filled with um’s and er’s and maybe’s and sometimes’ and occasionally’s, you’re not kidding anyone but yourself! 

Are you and your business, for example, making token donations to charities, or are you and your employees getting into the trenches and helping charitable organizations to raise money and move forward?

It may be time to step back and revisit your mission as well as the services you perform and that you provide both inside your doors and out.  Today’s a good day for that.  Think about it. 

# # #

One response so far

Jan 17 2009

EMPLOYEE INTIMACY & COMPANY DOCKS!

“My assistant’s love life? 

                                                  

…more than I wanna know.” 

 

(And I’m actually afraid of her finding out about mine, so I keep a distance!) 

“And what’s so bad about that?  After all, I’m not running a social service organization here; this here’s a business.  There’s no room for touchy-feely, warm/fuzzy, cuddly-wuddly (“cuddly-wuddly”?) stuff — least of all between me and the people who work for me.  If we don’t keep a respectful distance, the work will never get done, and my granddaddy always said: “Don’t fish off company docks!”

                                                                

WOW!  Some good arguments there, Mr. Hardass, and I’m sure that strategy has worked well for you because you’re still in business while others around you keep tumbling.  But, you know what?  Odds are for sure that you’re not getting the productivity levels you deserve out of those you employ.  Here’s why:

KEEPING THE BEST PEOPLE means treating them like they are the best, all the time, no exceptions, even when they screw up and you choose to feel angry about it. 

You might try, instead of anger, to choose (yes, anger is your choice!) the path of a constructive guide by:

1) Taking some deep breaths to calm down your neurological system, relax your muscles and stimulate more oxygen to your brain to become more alert.  You may have to quietly walk away or gently close your door to force yourself to concentrate on your breathing for a minute or two, then

2) Chalking it off to a learning experience for the employee (AND for your self for not having forewarned or kept on top of the issues involved) and taking some solice that the employee probably feels badly enough without being chastized.  Try instead asking for (in writing by the end of the day!) three ways to specifically prevent that kind of screw-up in the future, which puts a positive focus on problem prevention (vs. negative nonproductive scolding).

3) Remembering that Maslow’s Heirarchy still rules HR’s motivational universe of successful companies.  Small frequent rewards that specifically address the personal needs of each individual always motivate best, and can usually be more economical.  A recognition seeker will prefer a plaque to cash.  The parent of a crooked-toothed teenager will prefer one-time orthodontist bill payments over a permanent salary raise. 

The point here is that you will never be able to know what makes your people “tick” –and each marches to a different drummer– UNLESS you make more of an effort toward intimacy!  How will you ever know about the teenager’s teeth, for example, unless you’ve had some kind of informal small talk discussion with the parent over lunch or coffee?  Would you even know that person has a teenage child?

And it doesn’t stop with that.  We often change our wants and needs literally overnight.  A local TV interview, for instance, with the regognition-seeker may satisfy that need to the point where a plaque has no meaning. 

The teenager’s grandmother may have just come up with the cash for the braces, prompting the parent to be more interested in ressurecting pursuit of new tires for the family car.  (Again, a much cheaper and more appreciated one-time-expense reward for good work motivates more than a permanent ongoing salary raise!)  The trade-off to taking the time and trouble to know your employees better is that it will –in the end– cost you less and increase your business productivity levels.  

So, bedroom habits?  No.  Getting a fix and keeping tabs on each individual employee’s changing wants and needs?  Yes.  Listening carefully?  Yes.  Caring enough to provide the kinds of support –within reason of course– that those who work for you really need?  Yes.  Take the time; it pays!   

halalpiar

# # #

Check out and contribute to the daily growing 7-Word Story started 129 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

Jan 16 2009

BUSINESS OWNERS BEWARE!

The Problems Start Tuesday!  

                                                                                                      

If you own or manage a business, you’d better sit up and take notice at the plans being made for the week ahead.  [And what I am about to say here is not out of bitterness or sour grapes.  It is out of common sense.  It is out of respect for those Americans whose vigilence and acts of bravery have given us the freedom to be able to speak out and challenge abusive leadership no matter its source.]

     So, Is it just my imagination (isn’t that a song?) or doesn’t it seem inappropriate (like taking poverty-stricken people to a casino) and inauspicious (not conducive to success) AT THIS PARTICULAR STRESSED-OUT TIME IN AMERICAN HISTORY to be spending so frivilously and lavishly for Presidential Inaugural celebrations? 

     Okay, maybe it’s just me.

     Am I dreaming that Joe-the-plumber Americans have been rocked back on their heels with worries about how to take a more fiscally responsible personal and business spending path right now?  Am I alone seeing that most Americans appear to be clutching their pocketbooks like never before?  Or am I just fantasizing all this?

Why would ANYone with a conscience (hmmm) who is about to take control of the planet’s most powerful country, including all the ingredients that determine our nation’s economic well-being –or state of dissipation as the case may be– think for even two (2) seconds that over-spending for such self-aggrandizement and self-serving ends is an okay thing to do? 

     Do you think it’s okay?  I certainly don’t.  I don’t believe your’re “entitled” to a honeymoon when your family is starving just because you ran a successful political campaign.  And I believe we are obliged to question the man’s judgement. 

     What would ever make the new president think he is endearing himself to those he’s been chosen to represent by pissing away (pardon the term; it’s the most accurate I could muster) their hard-earned taxpayer dollars? 

What makes it okay to lend mere lip-service and tacit approval-by-avoidance to skyrocketing forclosure and bankruptcy levels then turn around to hold an extravagant party to celebrate oneself with cash wrenched from our wallets and our children’s piggybanks and our aging parent’s fixed incomes? 

     You don’t believe it?  Here’s a perfect example (and you won’t hear much about this from the idolizing, fawning, he-can-do-no-wrong mainstream media): Teetering on the precipice of financial collapse, the State of Maryland is reported to be coughing up ELEVEN MILLION DOLLARS for inaugural expenses. 

     The list of how many millions of dollars are about to be wasted is exceeded in shamefulness only by the list of dire financial circumstances surrounding the States that are being arm-bent into donating. 

Here’s a question:  Given the sorry state of America’s economy, if it was YOUR inauguration, do you think YOU might forego some of the megamillions of dollars worthy of pomp and circumstance and direct some (or heaven forbid, all) of the funds earmarked for partying into some high need areas? 

     Small business incentives, for example, could serve to create jobs.  Many self-sacrificing, battered, struggling military families could use their own “bailouts” — cash for food, transportantion and heating fuel (with apologies to Internet inventor Al Gore whose global warming theories . . . well, you can finish the rest of that sentence) would take America a great deal further than a week-long bash!

     On top of the points I made in a recent post here. . . that we are now faced with the two top leaders of our country possessing zero (0) business experience between them and, correspondingly, no appreciation for entrepreneurs being the ultimate catalysts of change . . . we are also forced to stand by helplessly watching Tuesday’s shameless splurge of outrageous expenses that could be better used to save lives and buysinesses.

     You own or manage a business?  Beware!  Stay alert!  Don’t get hurt!  We are on our own more than ever before.  Let’s keep our shoulders together and move forward as a unit of influence.  We are, after all, here to leave our marks on the world, aren’t we?  We have to make opportunities from the problems we face, the REAL problems , , , the ones that start on Tuesday.   halalpiar

# # #

Check out and contribute to the daily growing 7-Word Story started 128 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

Jan 08 2009

REASSURANCE sells, builds customer loyalty

Yes, you’ll live. Take two aspirin,

                                                 

and call me in the morning!

                                                    

     I read a study that said something like 94% of all doctor and hospital visits, even to emergency rooms, are for (drumroll): reassurance! 

     The extent to which we all need to have our backs, shoulders and tops of our hands and heads patted while being told that we will live after all, and that everything will be okay, seems highly improbable in the face of what the exaggerated tv news coverage and drama series portrayals would have us believe.

     I mean who among us hasn’t cringed at the thought of being thumped onto stainless steel and wheeled like so much beef through the butcher’s back door, into the chaos and hysteria of ER, or Grey’s Anatomy, or House, or Chicago Hope (reruns), or General Hospital, thinking we’re at death’s door but still not be a priority case because others (jumpers, stab and gunshot wounds, drug overdose and heart attacks) are dying quicker? Aaargh!

     Anyway, these thoughts surfaced today in a “BURRIS UNIVERSITY” customer service training session I ran for 25 management team members of BURRIS LOGISTICS http://BurrisLogistics.com on the Delaware Technical & Community College www.dtcc.edu campus in Georgetown, DE. 

     Participants who volunteered feedback comments in the training room, and many who approached me during and after were particularly vocal about the reassurance values of the material and methodologies covered (including stress management, behavioral focus and choices, written communications and listening skills, and the pursuit of increased self-awareness as keys to dealing better with others). 

     Based on this writer’s firsthand experience facilitating over 500 management training programs, the participation and energy levels of this particular cross-section-of-management group from 15 different Connecticut-to-Florida BURRIS locations, was exceptional.

     And it was a genuine pleasure to be the designated deliveryman of reassurance. 

     Reassurance increases self-confidence. Increased self-confidence boosts feelings of self-esteem. The combination serves to eliminate or minimize feelings of self-doubt, inadequacy and skepticism that hold us back from making progress . . . even hard-charging entrepreneurs need reassurance. Reassurance triggers sales and builds customer loyalty.

     Don’t you as a parent evoke the same confident behaviors and obvious feelings of self-worth from a small child when you pat him or her on the head for “a job well done”? Doesn’t this patting business work wonders on the family dog? Don’t you like it when a spouse or partner or boss or customer pats YOU on the back, even if it’s just a verbal pat? And don’t you perform better?

     Reassurance works wonders. Try some today. See how many backpats you can give out in one week! A dozen? More? I’m sure you’ve got what it takes to be that generous with your (deserving of course) compliments!    halalpiar  

Special thanks for inspiring tonight’s post to Kirk Hoover, Atlanta, GA, Vice President of Business Development, and Wendy Singer-Lowry, Philadelphia, PA, Director of Purchasing for BURRIS LOGISTICS

# # #

Check out and contribute to the daily growing 7-Word Story started 120 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

6 responses so far

Jan 06 2009

THE HARD TRUTH ABOUT CHOOSING HOW TO BE BETTER AT SALES

WHAT MAKES YOU TICK?

 

     Do you know how, when, where, and why you choose to feel angry?  

     Are you aware of some of the things you choose to do to distance yourself from others when you feel threatened or bored or anxious or intimidated? 

     Do you know the difference between your thoughts and your feelings?  Can you separate fact from opinion?  Are you choosing to not like these questions?  Good!  You’re on your way to being a better salesperson.

     Every day, in every way, we sell ourselves to others: to friends, family, neighbors, classmates, bosses, associates, co-workers, existing and prospective customers/patients/clients, to entire communities. 

     We sell ourselves to make a living, to make love, to make enemies, to make opportunities.  

     Sometimes we’re successful and sometimes not.  We can increase the number and frequency of successful sales simply by choosing to dig into and explore more of our insides. 

     The more we choose to learn about what motivates us, what we choose to feel aggrevated about, what we choose to stimulate us, antagonize us, energize us . . . what makes us tick . . . the more we strengthen our abilities to be effective in dealing with (and selling) others.

     There are many steps in the sales process.  Some of these include: 

  • Sizing up the prospect (this is a difficult task if you cannot first size up your SELF!)
  • Being able to listen (not “hear” – listen) 80% of the time and speak 20% of the time (a challenge for those who like to talk and don’t know enough about themselves to know how to turn off the chatter)
  • Understanding and appreciating the customer/prospect’s circumstances (which requires a major dose of empathy – being able to put yourself in another person’s shoes – a quality rarely found in salespeople who haven’t been willing to choose to step or even look outside their own shoes!)
  • Overcoming objections (something that only comes naturally to those who have learned enough about themselves to rise above their own feelings of inadequacy and chosen to put aside excuses)
  • Closing the sale (the final critical step that makes all others inconsequential if it’s not achieved and which is more likely to be the case when a salesperson is thinking about anything besides trying to help the customer or prospect in front of her or him to make a good buying decision that will truly satisfy a need or want, and that is honest and makes sense for that person. 

     Only salespeople who possess a helping professions mindset and attitude that they’ve learned or instinctively nurtured for themselves will succeed consistently at closing sales because they are not thinking about closing sales as much as thinking about helping someone make a right decision.

     None of the sales process steps above (or any of the dozens of others) can be readily implemented by an individual who has not fully explored the inner recesses of his or her mind, and the emotional triggers to feelings that come from different responses. 

     Consistent success in sales does not come to those who fail to fully appreciate their own unique qualities, strengths and weaknesses.  

     Take advantage of every opportunity to learn more about your SELF and what goes on inside you.  Treat your mind and emotions as uncharted territory and be an explorer.  Remember how much of life you choose for yourself, and that once you’ve learned a road, it’s easier traveling on your next journey.

# # #

Hal@TheWriterWorks.com or comment below.

Thanks for visiting. Go for your goals! God Bless You!

Make today a GREAT Day for someone!

No responses yet

Jan 03 2009

CUSTOMER SERVICE ENDS WHERE IT STARTS AND STARTS WHERE IT ENDS

When is the customer wrong?

 

You want the real answer, or the make-believe one?

The make-believe answer is that the customer is wrong when he or she acts, thinks, or behaves wrong — is rude, insulting, crass, mean-spirited, slovenly, repulsive smelling, too-tattooed or overly-pierced, loud, arrogant, drooling, dribbling, fist-waving, table or countertop pounding, or threatening to throw shoes.

And you can run around self-righteously bitching at the elevator operator, maintenance person, or your Mother, pretending that the obnoxious ignoramus is a descendent of some dumb and dumber Neanderthal gene pool.

You can do this until you’re blue in the face or get yourself fired or drunk or sick, or take up smoking again . . . none of which, I can assure you, will help your cause.

On top of all that, it doesn’t even matter that the nasty customer spit on your shoe, called you an illegally-birthed person, smelled of garlic or not bathing, sic’d his or her dog on your ankles, or paid her or his bill with seven thousand rolls of pennies.

Your indignation will come quietly to an end when (if) you next stumble onto a “right” customer.

Aaaah, but Mr. or Ms. Neanderthal will not recover so quickly.

In fact, studies prove that she or he will tell at least ten other people about the bad experience and each of those individuals will tell at least ten others.

At least one person I’ve heard of makes a point of sending out email blasts to 250 contacts offering the condemning details of why she will never again deal with a disrespectful business.  Let’s see, that’s 2,500 bad vibes . . .

So, your one momentary (perhaps only fraction of a second) slip of a snotty comment or a copped attitude or a demeaning or disrespectful action –even as seemingly innocent as a wink or blink at the wrong time, or an inappropriate giggle/gumchew/ noseblow if you’re on the phone!– will snowball into a major bad news broadcast to at least 100 other people, many (maybe all) of whom could have been prospective customers. 

Can you really afford to lose that many opportunities?

     So here’s the REAL answer:  NEVER!

     Let me say this another way:  The customer is ALWAYS right!  And except for physical violence, there are NO exceptions.  Why?  Your job is to provide the product or service being purchased regardless of whether you like the purchaser or not, regardless of what the purchaser says or the way the purchaser says it!

If you don’t like that, choose to change the way you think about it.

  It’s called “take it on the chin!”  The payback is that the reputation you’ll gain by being kinder than necessary will come back to haunt you, with more sales!

     Remember that everyone you meet (customers included) is fighting some kind of battle.  Giving the benefit of doubt breeds sales and customer loyalty!  

# # #

Hal@Businessworks.US    931.854.0474

Open  Minds  Open  Doors

Make today a GREAT day for someone!

God Bless You and Thank You for Your Visit!

 

 

One response so far

Jan 02 2009

ENHANCING YOUR LIFE WITH THOUGHTS OF YOUR DEATH

You’ve only one year to live.

                                                                         

What do you do with yourself?

                                          

Your business?

                                                                   

     Far-fetched?  Hopefully, yes.  But possibly, no.  It’s often been said that all of life is simply preparation for death, and that all we ever do from the moment of birth, is begin to die.  That’s admittedly some pretty heady philosophical stuff that many of us shy away from thinking about. 

     But is it worth considering? 

     Of course (unless, that is, you have little or no regard for yourself, your business, your family and friends, in which case –assuming you are reading this– you are probably a hermit in a cave with a laptop, and it’s probably time for you to rub some sticks together and begin thinking about what’s for dinner!) 

     Okay, back to serious for a minute, what are the first three things you think of in answer to each of the two headline (in dark red) questions above?  What do you think about your answers?

     What about if those questions followed a revised headline statement that said: You’ve only 6 months to live . . . ? 

     Would your answers change?  How?  How much?  And what if the headline statement only gave you one day

     This exercise can be very useful in the thinking process of establishing both life and business priorities (as well as delegating, and decision making) because whatever your responses may be, they serve to push the envelope.  It’s hard to imagine choosing to spend time doing tasks of avoidance, and harder still to imagine assigning lesser values to the tasks that are most important. 

     By forcing your focus on this for a minute or two, you can almost always prompt yourself to assess and evaluate situations and options (especially stressful ones) more realistically.  You will certainly make yourself more productive (the way you are the day before you leave for vacation?) more often. 

     Yes, yes, I know, you might rather join the hermit hunting down some berries and a squirrel to BBQ.  (I’ve heard the furs can actually be quite warm, assuming you’ve managed to save them from a few dozen meals’ worth, and sew them together. Okay, Gorilla Glue.)

     So, give it a chance (not the squirrel fur!).  For a grand total of about 2 minutes of applying your mind to such a “what if” circumstance, you stand to gain a finely-tuned and highly accurate appraisal of what’s important and what’s not, and what should be tackled in what order.  It sure beats dusting file tops, alphabetizing your DVD’s, and counting out-of-state license plates in a parking lot!

     “Bah!  Dis exercise is nuttin’ so revealin’,” you might exclaim. 

     Okay, so take it one more step.  You with me?  Get a piece of paper out (I know, you don’t own any paper; well, borrow a piece!) and write out your own obituary notice.  Ah, now there’s a challenge.  Notice what you mention first and second and third (and last) about your life.  Pay attention to what you have to say about youTHAT’s what’s important!                halalpiar  

# # #

Check out and contribute to the daily growing 7-Word Story started 114 days ago (inside a coffin).  Click on the link to the right, or go to the “BOOKS” tab at the top of this page, then to the top headline link.

No responses yet

« Prev - Next »




Search

Tag Cloud