Archive for the 'Observations' Category

Nov 22 2010

Waiting for Events to Trigger Reorganization?

 Merger, Acquisition,

                    

Bankruptcy…

                                                                  

Loan, Record Sales,

 

Relocation, Fire,

                                                       

Flood, Robbery, 

                        

Management/Staffing

                                                  

Overhaul… New Product,

                         

Service or Market…

                                                         

Bad Press, Economy, Stress.

 

 

How rare it is that small and medium size enterprise owners and managers have the foresight to reorganize their operations proactively. What’s that childhood message we get? “If it ain’t broke, don’t fix it!”? Well, that little rule of thumb might have been a truism when we were kids, but –in case you haven’t noticed lately– the world has changed, and so has business.

The strongholds of entrepreneurial leadership ushered in by today’s technology have actually helped to bring about business and market transformation by practicing the exact opposite credo from what many of us grew up with. Today, entire companies are devoted to the idea that “If it ain’t broke, fix it anyway!”  

And so, for the most part, in entrepreneurial ranks today, it’s the young who are the brave, who take reasonable risks — and who stand alone as representing the only real prospects for reversing our still desperately sinking economy.

But before you go rushing off to do this new jobs stuff, and leaping blindly into some expansion plan that relies on what you are NOT an expert at, remember to“stick to your knitting!”   

Only new and revitalized small entrepreneurial ventures have successfully stood the test of time as the single most monumentally significant source of new job creation.

It is this place alone that the government needs to focus some genuine (more than SBA tokenism) tax incentives to create and grow jobs.

                                                                                          
  • FACT: Giant corporations, such as those that received bailout tax dollars, do not create jobs. They have never been a key source for job creation.

  • FACT: New government jobs are not within the legitimate realm of job creation measurement because they are inevitably “favor” jobs that serve little if any purpose, and are –second– paid for with tax dollars, which simply increases the deficit! 

                                                                                 

So, what’s one way for an SME management team to deliver a meaningful counterattack on the purveyors of our faltering economy?  

Don’t wait for a major event to trigger reorganizational activity.

The rule here remains to always think first and act second or “Measure twice, cut once!” 

Oh, right, and choosing some action is almost always better than choosing no action.

~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

No responses yet

Nov 21 2010

Search Engine Sidetracked

Oh, yes, just what we need:

                           

another pizza parlor in town

                                                

and another business acronym…

 

I really do need to stay away from search engines more. Every time I go to check something out, I end up sidetracked in 37 other directions. Hours pass, and by the time dinner’s ready or the dog needs to go out, I’ve forgotten what the reason was that started me off Binging and Googling in the first place. 

A recent such excursion was earlier this week when I –someone who prides himself on being totally on top of all the latest marketing twists and turns– went flying into Bing to check on a reference to “Synergy Levers” being billed as “THE latest marketing concept.” After all, thoughts are things.

 Well, not only did Bing bong, but it also clearly demonstrated that –if anything– I might be looking at some re-hash of a remarkably old marketing concept which had been re-packaged as “THE latest.” All of this means that “Synergy Levers” is simply none of the above. As the hot news flash went on to say, however, it (Synergy Levers) has something to do with SMEs. Whew! What a relief!

I was deleriously happy to discover that Synergy Levers didn’t turn out to be some kind of toilet flush handle brand!

So, okay, here I am, relieved to learn that we were not dealing with bathroom fixtures, but oh, are we ever so over-laden with acronyms, or what? 

                                                                               

I don’t mean to sound (ahem) overly sarcastic here, but this news came right on the heels of  the latest EPA reports on CFPA, CPSC, MDL, and FEC. Now, if I tell you that FEC is “Foreseeable Environmental Contamination,” you can probably deduct (deduce?) on your own that the other magnificent acronyms are not terribly critical to your day-to-day operations, unless you’re in a tree-hugging related business. . . or run a government agency (shudder) or corporate giant operation (double shudder!).

So –back to SMEs–who knew?– “Small and Medium-Size Enterprises.” Of course! What else could it possibly mean? Of one thing you can be fairly certain, SMEs are not the acronymical brainchild (You don’t particularly favor “acronymical”? Listen, if James Patterson can advertise his books as “unputdownable”) of someone who owns or manages a small or medium-size business.  

How did we arrive at this conclusion?

Because there’s not enough time in the day to be jerking around with some obviously governmental-birthed word-shortening letter grouping.

Yes, another one of those C-Span specials that means nothing, nada, zero, zip, 0! (Or maybe “z”? Hmmm.) 

Secondly, who (whom) do you know (besides the car rental agency) that refers to her or his business as an “enterprise”? Really.  

                                                                                                        

Alrighty then, the S in SME, which stands for “Small,” means (according to the bonged Bing: “fewer than 100 employees for “goods-producing businesses” and “fewer than 50 employees for service-based businesses.” The M in SME, for “Medium” according to “White Christmas” crooner Crosby’s namesake, means “fewer than 500 employees.” Oh, but all this “varies by country.” Well, la-de-dah!

Y’know what? It’s a whole lot more than I want to know. It’s also irritating. Who cares if they’re the owner of an SME anyway? The bottom line is –no matter the size or number of employees in your “enterprise”– are you surviving this terrible economy? Are you pushing out sales? Are you making your business work? Need a little help? Call me at TWW (TheWriterWorks)… SB (See Below)      

 

~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

One response so far

Nov 20 2010

A Customer Service Lesson

Retail settings make it easy to

                                   

cherry-pick examples . . . but

                                

the dynamics are the same in

                                 

every business and profession.

 

This really happened less than 24 hours ago

in a well-known U.S. resort town:

Checker at major-name crafts store cash register rings up $9.99 for a roll of artist’s tape (similar to masking tape, but pulls apart easier and leaves no surface marks (even on paper or cardboard) when it’s removed.

Customer: “Excuse me, but that price should be $6.99. It says $6.99 on the shelf.”

Checker: “Sorry, it’s $9.99!” (She takes the twenty-dollar bill on the counter, puts it in the register, slaps down a ten-dollar bill and a penny, throws the tape in a bag and quickly moves to start ringing up the next customer.)

Customer (to the checker): “Listen, I just told you that the price sign says that this tape is $6.99, not $9.99 and I want my $3 back. On top of everything else, even $6.99 is a rip-off, and if I didn’t need it now, I’d never pay that price, let alone $9.99. If it’s $9.99, why does it say $6.99 on the shelf?” (The checker nods and turns back to wait on the next customer)

Customer (now becoming annoyed and louder): “Excuse me, but I just told you that I want my $3 back, and all you can do is nod at me? Please call the store manager.”

Checker: “You’ll have to wait, Sir; I’ve started the next customer here!”

Customer:Listen to me: Call the store manager NOW!”

Checker (on loudspeaker system): “Manager to register six!” (three minutes later, the manager shows up)

Manager (to checker): “What’s up?”

Checker (pointing with her thumb):He says this tape is $6.99, but it’s $9.99 on the scanner!”

Customer (interrupting their exchange): “You’re the manager?” (Manager nods) “I picked this tape off the shelf and the shelf had a sign on it that the price is $6.99. Now your checker who, besides being rude, took my money and charged me $9.99. If this tape is $9.99, then your sign is wrong and I don’t want it for $9.99. Either I pay what the sign says or I want my money back.”

Manager: “Gimme the tape; I’ll go check it out!” (Then to checker: “I’ll be right back, but don’t ring anybody else up ’til we get this straight!” The line of now disgruntled customers grows and no one is around to handle the other registers. The checker hums, stares out the front window, and drums her fingers on the register. The manager walks to the shelf in question, which is all the way to the back of the store, and returns four minutes later to a huffing-puffing crowd of customers waiting not so patiently in line.)

Manager (speaking only to the checker): “He’s wrong! The price is $9.99 the way you had it!”

Customer: “Excuse me! First of all, would you please speak with meand not the checker? I am starting to get very annoyed here. The sign back there said $6.99 not $9.99 and I either want this tape for $6.99 or my money back. If I can’t get either, you can be sure of having a major problem for false advertising.”

Manager: “Sir, the tape you purchased is $9.99. It, and a few others, must have been put on the $6.99 shelf by mistake. There are $6.99 tapes back there.”

Customer: Great! I’ll go get one of those. I suggest you not hold up this line any longer.”

Manager: “Sir, that’s our decision, and we’ll wait for you to get back here.

Checker (after customer returns with a $6.99 tape): “We have to start this all over again, so give me back the $10.01 and I’ll give you back your $20 and then I’ll have to get the manager back here to approve the initial over-ring before…”

Customer (turning to walk out): “Screw it!”

Funny? Maybe if you’re reading it. Not funny if you’re the customer, or someone who’s waiting in line. Not only should the checker be fired on the spot, or at least put on probation, the manager needs a “straighten up and fly right!” warning (and both obviously need training). Every customer is always right all of the time, no exceptions, ever!

You own a business, and don’t agree? Bite the bullet and move on, or sell the business. By ALWAYS following the customer is right guideline ALL of the time, you will lose something sometimes, but the reputation you gain will more than compensate for the losses. People do business with businesses that consistently demonstrate respect and authenticity, that do what they say they will do.  

Surely, you know what SHOULD have happened in the incident described. Of course the checker and the manager were both at fault, but what could they have done differently? What would you have had them do? How would you have fixed the problem? How would you prevent it from happening again? Is YOUR business the next example?

Every dissatisfied customer tells ten other people about his or her bad experience, and each of those ten tell ten others. Can you afford 100 negative impressions? (And of course each of those hundred tell…)

~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

5 responses so far

Nov 18 2010

Thank You!

 Coming soon to your  

                             

expanding consciousness

                                                     

. . .Two of the world’s three 

                                                 

most important words!

 

Besides “Please” (which does not have a special day devoted to it), “Thank You” may be the world’s most important words because –in every language and every neighborship  in every country– they make people smile inside.

You can prove it to yourself just by thinking for a minute that it’s Thanksgiving time: 

  • the general business climate begins to relax
  • our thoughts turn to family — our “family-families” of course, but it’s also an appropriate time to take stock in and remember our “business families” as well.

And while we’re on the subject of thankfulness, let us not forget all our military and “first responder”  (police and fire and EMS) families. They are, after all, the ones who have given us the freedom and the opportunities to choose and achieve, who make it possible for us to pursue new horizons, and ways to grow our business interests, which support our families.

“Thank you for your service to our country!” with a sincere handshake and straight look in the eye addressed to the occupant of every passing military uniform or veteran hat is a rewarding and meaningful practice all year, 24/7. “Thank you for your service to our community!” is an equally important expression of appreciation to local, county, and state first responders.

If these are not routine practices

for you, try them out this week!

                                                            

I had the pleasure for a number of years of serving as management consultant to H&H Swiss, a precision metal manufacturing company in Hillside, New Jersey. It was the company’s tradition to send out Thanksgiving cards to customers and friends every year instead of Christmas cards. Their mailings expressed timely thanks for business friendship, and never got lost in the “holiday shuffle.”

With most of us looking forward next week to the annual trekking or hosting of our assorted dysfunctional “family-families,”  it may be appropriate to pause to appreciate not just all the good food and relationship renewals, but also the accomplishments of our “business families.”

Remember that special favor

someone did for you

 this past year? That extra

effort you were too busy

to acknowledge?

                                                                                                  

No, you needn’t start doling out cash bonuses, or even turkeys. But you might want to hand out, instead, your sincere appreciation for those special contributions of time and commitment that surfaced within your “family-family” as well as your “business family.”

Go ahead. Take the risk. It’s a reasonable one.

Let each person know how much you genuinely appreciate her or him going the extra mile. Nothing to lose. Everything to gain. 

~~~~~~~~~~~~

302.933.0116    Hal@BusinessWorks.US  

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

2 responses so far

Nov 17 2010

Twitter-Minded Resumes

 Know someone looking for work?

                                                        

Send this post along as a 

                                         

reminder of HOW to look.

 

As editor of a 100-page JOB HUNTER Action Guide for outplacement counseling, and a former professor of career development, I have three critical observations to share with today’s desperate job search market:

                                                     

1. Learn what you have to about yourself, and about how to manage your stress (take some deep breaths) effectively enough to not allow others (anyone, really) to pick up on your desperation feelings.

No one wants to refer or hire a person who’s busy scraping and scrambling to stay alive.

So even if scraping and scrambling is in fact what you’re doing, pack it away when you start each day. Keep your mind on positive thoughts even when you’re staring negativity in the face.

Surround yourself with positive people and positive experiences every chance you get. This includes the TV shows you watch, the music you listen to, the emails you send and FWD, the room(s) you live in, and the things you read.

 

2) If you’re not on Twitter, figure it out. Do it. It will force you to be concise, think on your feet, and be responsive. It will provide job connections and opportunities you won’t find in your local newspaper or even in key industry publications. If you keep your Twitter account (which is free) and activity focused on getting a job and on being social without over-indulging in chit-chat, there IS payback.

When you go back and forth on Twitter, and gain confidence that somebody out there loves your comments (called Tweets), you will simultaneously be training yourself to think and communicate in resume terms.  Your resume will get tighter and more impressive as it gets Twitter-streamlined.

Twitter’s 140 character per Tweet limitation is like boot camp for your job hunter brain.

Your interviewing process will likewise benefit by the 140-character discipline habit because you will start getting to the point of what you are trying to express quicker, and more simply. Bosses want responsive, uncomplicated job candidates. Long-windedness and fat vocabularies are great if you’re looking to be a politician or librarian, but send out the wrong signals otherwise.

 

3) No matter what your background or skill set, and no matter what the job you seek is all about, you must recognize that you and you alone are –in the end– the one who has to land the job. No resume writer or career coach or counselor can do that for you. That means one thing: You must learn and practice everything you possibly can about marketing because you are marketing yourself!

Your resume needs to accomplish one task only. And more than one page (unless you’re seeking a professional position requiring a CV) won’t cut it!

It must get your foot in the door. It must land you an interview.

More than one page says you don’t know how to be concise and you don’t know how to prioritize, and you don’t know what’s important. Most interviewers throw these out without a glance.

You need –like a professional marketing program– to play out EVERY contact, THANK every contact, and focus on AIDAS: Attention, Interest, Desire, Action, Satisfaction . . .

  • ATTRACT ATTENTION (with your demeanor, not flamboyance)
  • CREATE INTEREST (by HOW you present yourself –format, as well as WHAT you present –content)
  • STIMULATE DESIRE (by demonstrating your own desire for the challenges and opportunities, not the salary and benefits)
  • BRING ABOUT ACTION (by asking for follow-up, a test period)
  • PROMPT SATISFACTION (by providing follow-up; this can be tricky; consider consulting a professional career coach)

~~~~~~~~~~~~

931.854.0474 or Hal@BusinessWorks.US  

Thanks for visiting. Go for your goals!

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

No responses yet

Nov 15 2010

WINNING AGREEMENT

PULLING TEETH!

                                       

BANGING HEADS!

                                         

LOCKING HORNS!

 

Find yourself doing much of that lately?

Maybe it’s the economy?

When times are tight, people get tight.

When people get tight, they can get worried.

When people worry, they can become defensive, aggressive, manipulative, territorial, and often, job-threatened.

                                                                     

Reaching agreement becomes increasingly challenging, and sometimes it feels close to impossible. It can be especially problematic when working with volunteer groups. http://bit.ly/bLAB9s

When your business or key issues come to a grinding halt, you can:

  1. Draw Straws
  2. Flip a Coin
  3. Go Bonkers
  4. Call in the Police
  5. Work it Out (Recommended)

                                                                      

Working it out, for two people –as those who are married, engaged, courting, living together, or partnered know all too well– means that someone must give up something.

Working it out for three or more might also mean giving stuff up, but more likely –if it’s to be any kind of meaningful reconciliation of divergent thinking– some type of collaborative compromising of interests is generally desirable.

Reaching consensus involves a synergistic process. It means that everyone within the group (team, task force, department, division, company) must agree at least somewhat with the resolve or conclusion or direction reached. Note “somewhat.”

Consensus-seeking can be a very effective leadership/teamwork method of problem solving because it inherently prevents any one person from “winning” a “competition.” Everyone involved must be able to agree that she or he can live with the way things are worked out.

http://bit.ly/c1DUbg

As a device for settling disputes, consensus-seeking flies in the face of traditional American brainwashing to win at all costs. It is (sorry, football fans) not the case that there always needs to be a winner and loser, and that there is no such thing as second place.

For those deep, dark, impulsive, no-constraints,

take-off-the-gloves moments,

go for a referee or umpire.

(You can also always call your Mother-in-law!<) 

                                                                         

For issues that will impact working (or living) together, consensus-seeking leaves all involved parties with some worthy scraps to cling to, allows everyone to save face, and usually prompts a process or procedure or product or production (ah, communicative benefits of alliteration!) to occur that is both measurable and accountable. Because it’s a group-effort pursuit! 

As leader/facilitator, Pfeiffer and Jones suggest in the University Associates Structured Experiences for Human Relations Training, you need to establish consensus-seeking “rules” to help ensure productive results by employing the following guidelines: 

  • No averaging,
  • No “majority rule” voting.
  • No “horse-trading.” 

                            http://bit.ly/bmoP3Z                                       

You need to influence group members to avoid arguing in order to “win” as an individual. Seek instead the best collective judgment of the group as a whole. Conflict on ideas, solutions, predictions, etc. should be viewed as helping rather than hindering the process.

Problems are best solved when individual group members accept responsibility for both hearing and being heard. Tension-reducing behaviors can be useful as long as meaningful conflict is not “smoothed over” prematurely.

The best results flow from a fusion of information, logic, and emotion (feelings). Need a little coaching help? Call me.

~~~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

and God Bless all of our U.S. Troops and Veterans.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

No responses yet

Nov 14 2010

SOLO ONLINE MARKETING FAILS!

If your marketing has gone 

                              

online-exclusive, your business

                                              

 may very well fold in 24-36 months!

                                                            

 

Ah, but there’s still a chance to save yourself from killing yourself.

  • FIRST: Get rid of the person who talked you into putting all your marketing eggs in one Internet basket. Even if it’s family, begone with him or her . . . as well as his or her ideas, which are costing you money, wasting your time, and depleting your energy!
  • SECOND: Recognize that, in spite of whatever sales spiel you were fed by that person (or agency or group or team) that you listened to, the whole world –and your target market specifically (unless it’s 110% techie products or services)– has not (N~O~T) stopped reading newspapers, magazines, and direct mail!
  • THIRD: The whole world –and your target market specifically– has not (N~O~T) stopped watching TV and listening to radio, or shut their eyes down while passing billboards. They have not stopped reading brochures, or responding to special sales and promotions, news releases, and coupons. They have not even (Aaargh!) stopped responding to telemarketing.

If you think for one minute that your entire universe of customers and prospects is maniacally text-messaging and spending every living moment on Twitter and Facebook and YouTube, you are sorely mistaken.  

                                                          

And anyone who might have bamboozled you into thinking those things is much too short-sighted (and evidently too immature) to take responsibility for moving your business forward.

DO NOT abandon traditional marketing and think that it will be compensated for by a full-commitment plunge into online vehicles and media efforts.

Your website is important. Depending on the nature of your business, your engagement with social media is important. But anyone with even a little marketing savvy and training knows that these are simply ingredients in the total mix.

If you are not using every possible, affordable opportunity to market your business right now, you might as well open your window and throw the money out that you have been spending!

(Ah, and don’t pretend that online stuff is free . . . dig out that old magnifying glass and start discovering those hidden expenses! Prepare to be surprised!)

                                                         

While most small and medium size businesses appear to have engaged so-called “Web Editors” or “Community Managers” or “Digital Marketing Managers,” fewer than 30% are reported to have a “Marketing Manager.”

Sadly for those misinformed business owners who dominate the 70%, these numbers should be the exact opposite!

Those who pretend to be business experts because they have some computer expertise will be the downfall of many well-intentioned but pathetically uninformed business owners.

“Web” and “Digital” people tend to know nothing of (and care less about) traditional marketing media, and so automatically discard traditional marketing management approaches they think are limited, but which are not!

                                                                                            

Even the teeny-bopper market that most uses handheld electronic devices (and most text messages one another), continues to watch TV and go ton the movies and visit arcades and read magazines and newspapers and attend sporting events and concerts, and open mail addressed to them.

It may appear to be all about hi-tech and emails and the like, but –even this market– indulges in traditional media. How can you confirm this? Run some quick and cheap focus group studies.

But, oh, your “Web Editor” might not know about how to do a focus group study because that requires traditional marketing experience. Okay, focus group some txtmsgs and see what you get!

 

~~~~~~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

One response so far

Nov 13 2010

LOCATION EXAGGERATION!

Location Matters Most

                                

to Doctors, Lawyers,

                                         

Retailers and Realtors!

 

Doctors want to be near the hospital or part of a medical complex, or healthcare campus because it’s good for their egos and reputations, professional camaraderie, and convenience in playing the referral game.

Lawyers want to be near the courthouse and close enough to other lawyers to spy on their practices in walking-distance coffee shops and upscale bar-restaurant gathering spots.

Realtors spout out:

“Location. Location. Location.”

(Yes, in three’s in case you missed the 1st or 2nd part of the mantra)

                                                              

Why? It’s a nifty little subconscious control device for up-selling prospects on preferred (more expensive) commercial properties. Location emphasis also serves to set the stage for a realtor to paint a prettier picture, justify a bigger-than-planned-for client investment.

Actually, retailers (and certainly not all) are typically the only businesses that truly benefit by intensive location deliberations most of the time.

Online and home-based businesses, or manufacturing and distribution entities (that don’t require centralized supply route locales), most service industry ventures (that may need only to be within reasonable travel distance of prospects), can often function anywhere.

In fact, there’s a certain appealing ambiance and character associated with many off-the-beaten-track businesses. Maybe, since you’re an entrepreneurial thinker, you’re one of them?

I’m talking about out-of-the-mainstream locations in dinky little hamlets where you’d never even think of a security system, or trashy chain-link-fence-enclosed back alleys with double-bolted doors.

Maybe your business is holed up in the mountains of New Hampshire, a warehouse in the Red Hook section of Brooklyn, the cornfields of Waterloo, Iowa, a tied-up rented barge in San Diego, a kitchen table in Dallas, or a dilapidated garage in the slums of Memphis.

But regardless of your location, there’s a self-satisfying feeling that the physical space where you do business is your place, and that you make it work.

                                                                

If these kinds of places even come anywhere near close to your reality (and you’re still somehow managing to survive our catastrophic economy with still rising gas prices and still rising unemployment and a brutally expensive and unwanted healthcare program blocking  business progress), imagine the added burden of some hot-shot commercial realtor’s idea of a prime location you cannot do without.

Who needs the high-rise penthouse office space in mid-town Manhattan or the end unit of that corporate park overlooking the Chesapeake, the New England oceanfront office condo, or those slope-terraced deals with windows facing the Golden Gate Bridge?

Really? Yes, it might be a nice change, but that barn of yours, across two cow pastures, next to the henhouse, works just fine, makes sense, and saves money. Besides, it leaves you still qualifying as a prospect for Extreme Makeover! Hey, y’never know!

Home is where the heart is,

but so too is the office or workspace

of every entrepreneur.

                                                                  

Until this economy turns around (which may yet be another two years), reconsider relocation. Stay where you are. Stick to what you know best and most enjoy doing. Don’t worry about appearances. 

Don’t let outsiders influence you to think you need a bigger, better, more fancy-pants location. It’s not where you work that matters. It’s the passion and purpose you put into what you do each day.   

                                             

~~~~~~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

and God Bless all of our U.S. Troops and Veterans.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

One response so far

Nov 11 2010

Customer Service Lessons From Our Military!

Adapted from an original archived blog post on this site…

WHY DO YOU THINK U.S. MILITARY

PERSONNEL ARE SO MUCH BETTER

AT RELATIONSHIP-BUILDING THAN

CORPORATE EMPLOYEES?

                                                                                                                                                                                                                  

What?  You think this isn’t true?  I’ve got news for you.  The comparison is not even close. 

Pick up your phone and call any U.S. Military installation with a request for information about any aspect of life on the base you’re interested in—from when’s the next parade, to how do you reach the person in charge of the USO lounge or the family service center, to whether it’s possible to arrange a tour for your child’s school class—and see what you get! 

Besides the standard “Yes, Sir!” and “No, M’am!” courtesies, you will (I’m willing to bet) be treated to honest, direct, friendly responses.  And sincerity.  I actually hear sincerity coming across on the phone. 

Oh, and odds are pretty good you’ll also speak with a real live human being and, on top of that, a real live human being who’s not sounding like you’ve just demolished her or his hopes for having a nice day with your interruptive call. 

You might even get someone on the line who sounds interested in what you have to say! 

Positively, you won’t be hearing sloshing ice cubes, straw-sucking and cracking gum on the other end. 

                                                                          

I’ve had this positive military telephone courtesy experience a number of times in recent years, but never gave it much thought until getting dissed or badgered or completely misunderstood in a few calls to big companies in attempts to identify the best and most economical services to buy. 

Then, I had the good fortune of making half a dozen ”blind” or “cold” calls to Dover Air Force Base to try tracking down a couple of sales prospects for a client of mine, and “like sunshine on a rainy day,” one after another, the nicest, friendliest, most helpful people I have called in months.  (And not so incidentally, they all spoke fluent English!) 

Each listened carefully without interrupting.  Each asked questions to help qualify my interests.  Each suggested names and numbers and situations I might want to consider and no one rushed me. 

One even gave me a very candid and objective assessment of what she though my odds would be with each of the four other officers she referred.

All I kept thinking was why can’t tech companies, as a prime example, take a page here?  Why does it have to be so difficult to be treated appreciatively and respectfully by a company I’m looking to spend my hard-earned money with? 

Why aren’t corporate telephone people standing on their heads to exude overkill courtesy to prospective and actual buyers?

Anyway, besides the fact that our blessed troops take pride in what they do, and are proud of the nation, and we the people they represent, it seems to me that the sense of discipline (and resultant self-discipline) our military personnel buy into is the single training difference (from businesses) that most impacts external public relations. What do YOU think? 

     Before I forget saying what should be said,

to every past and present member of the

Armed Services, not just today on

Veteran’s Day, but every day by all of us:

                                        

Thank you ladies and gentlemen

                                                 

for your service to our country! 

                                                                                                                

     So, do companies need to give demerits and KP duty?  Hmmmmm might be a damn good idea, actually!

~~~~~~~~~~~~~~~~~

www.TheWriterWorks.com  

302.933.0116 or Hal@BusinessWorks.US  

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

and God Bless all of our U.S. Troops and Veterans.

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

One response so far

Nov 10 2010

“Great Expectorations!”

When expectations

                               

breed disappointment

                                    

(and they always do!),

                             

expectorate them!

 

Better yet, when you see planning start to cross that ever-so-thin line into expectations a little too often, you may want to consider working harder to not have any expectations to start with.

They overwhelm and underwhelm at the same time. They are the stuff that emotional upsets, frustrations, and another “ex” word –exasperations– are made of.

Dwelling on the past and worrying about the future are self-imposed, self-destruct avenues (sometimes “erringly” made into missions!). Herein lies the key to big-time sales! 

Most people can see that dwelling and worrying are not healthy pursuits that can lead quickly to far worse consequences than a headache. But few seem to realize that expectations can be just as damaging to one’s well-being.

Expectations can quickly lead us out of the present moment. Anything that takes our minds off of our work when we are at work and “on the job,” can be a genuine (and sometimes permanent, even all-pervasive) threat to productivity.

Lost productivity = Lost revenues = Lost profits.

. . . an increasingly difficult path to reverse

in an increasingly difficult economy.

Staying tuned-in to each passing “Here and Now” moment as it occurs may not always be easy, but it is always a choice. So why choose misery?

It’s been said that Einstein only used 10% of his brain. Where does that leave the restof us? Scientists further make a strong case for humans who could use 100% of their brains being able to separate molecules and walk through walls.

Hmmm, that conjures up a thought or two. Presumably, if we could live in the present moment every moment, we would never have illness or accidents.

Well, that sounds great, and knowing it’s a choice thing really rubs our noses in it, doesn’t it? But as truth will out, consider that being in the here-and-now as much as we possibly can, offers us greater protection from accidents and illness.

Imagine the implications and possibilities for business. For leadership. For teamwork. For building long-term business relationships?

I don’t know about you, but it seems (and, personally, has proven time and again) worth the effort to minimize expectations by increasing focus on the present moment. The potential rewards far outweigh the expenditure of effort.

Where to start? Try some of the direct links noted throughout this post, and punch words into the search window! Because they are generally more diligent and and constantly active than other senses, be aware that staying tuned-in has more to do with what you take in through your eyes and ears than anything else — except, most assuredly, your breathing. take some deep breaths.

Of course, suddenly smelling a dead skunk, or touching something hot or cold or sharp, or experiencing a great or foul taste can all have a jarring effect. But touch, smell, and taste generally need to be triggered for us to start paying attention. Bottom line: work at sharpening all of your senses.

Realize that you can stay alert without having expectations. You can anticipate without having expectations. You can be prepared without having expectations. And, get this: you can even expect something without having expectations! Give that one a little thought.

~~~~~~~~~~~~~~~~~

931.854.0474 or Hal@BusinessWorks.US

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

 “The price of freedom is eternal vigilance!” [Thomas Jefferson] 

Make today a GREAT day for someone!

3 responses so far

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