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Add You - Responding With Why Is A Sure Bet That You Won't Get To What, Where, When And How
Have you seen the new commercial and re-branding from Bill Ford and the Ford Motor Company? As you know Ford is in big trouble. So they seem to be changing their positioning and re-Branding. Here's the brilliant re-positioning they came up with (and it pretty much includes everything):1. American Auto Industry is facing new challenges and fierce competition: Ya think Bill? Maybe the writing has been on the wall for the last 15 years? Maybe Bill Ford was on a golf course somewhere counting his millions. You're too late Mr. Ford! Telling us that you're behind is like leaving the barn door open...we know it.2. Ford is making new investments in R & D: Wow, Ford, you're blazing a new trail...By the time you catch up to BMW, Audi, Mercedes, Lexus, Toyota, Honda they'll be out with their futuristic space age m
You are not expecting your Customer to take the information you are providing t
An interview is much like a blind date. You have sweaty palms, heart palpitations, shaky nerves and a preconceived notion of what could happen. The perfect scenario unfolds in your mind, where you are calm, cool and collected, dressed smartly, totally in control, enthusiastically meeting the other person’s gaze and brimming with confidence. However, that idea has begun to unravel, because as of right now, you are LATE, because you got lost, forgot your resume, wore a shirt that is making you sweat and have pulled a muscle breaking in new shoes. As you are being led to the boardroom, you’re informed that your possible Superiors will be sitting in. Panic sets in with the realization that this blind date is over before it even begun.What is needed therefore, is a realistic and proactive approach. If you’re a
Do you need to know WHY it did not get done? Or WHY the request had not been processed? Or WHY it did not ship yet? Or WHY the company had not fulfilled its promise?
The answer is NO!
When personnel start to offer an explanation or a reason as to Why something did not get done, they are beginning to break down the process of actually helping the person on the other end of the call.
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing th
Is anyone surprised that this is where I chose to begin my monthly newsletters? The concept of "You win with people" is the basic premise that I have built my entire management and leadership style around. The quote and original concept was presented to me in high school when I read a book of the same name written by the Ohio State Football Coach Woody Hayes. Woody was known as a strict disciplinarian on the football field, but many people did not understand the depth of the man, as he was not only a football coach but a military historian, a philosopher, and a great molder of people (Coach).The premise of Woody's book was built around the story of a new football coach who recruited a bunch of reasonably talented, but unmotivated, undisciplined football players. The team lost many more games than the won and t
Do you need to know WHY it did not get done? Or WHY the request had not been processed? Or WHY it did not ship yet? Or WHY the company had not fulfilled its promise?
The answer is NO!
When personnel start to offer an explanation or a reason as to Why something did not get done, they are beginning to break down the process of actually helping the person on the other end of the call.
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing t
Maybe not quite as dramatic as that but things definitely seem to be moving in the right direction. Job security has been the mantra for many during the last five years and, just as follows a weak property market, confidence takes time to build. IT professionals however have been using this time to expand their technical skills and to try and increase their value to existing employers. At times business survival strategies have taken precedent and the axe has fallen regardless of individual expertise, but whilst it is still quite common to see announcements of lay-offs these are not hitting the head-lines like they were over recent years. It appears that technology companies are now better placed to deliver products and services from a healthier cost base, and end-user organisations are starting to reinvest more heav
The answer is NO!
When personnel start to offer an explanation or a reason as to Why something did not get done, they are beginning to break down the process of actually helping the person on the other end of the call.
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing t
Everyone gets emotional about money. Most of us link it to happiness and/or success. It almost certainly results in anger and frustration at some point in our lives. It appears as if money has some power over us – the power to make a difference in our lives. The truth is that money only has the power we assign to it.The cornerstone of personal finance is your ability to manage your cash flow. Taking in more than you spend is essential to growth and prosperity. Most people rely upon their job as their sole source of income. All too often we become emotionally connected to the income our jobs provide. This connection can prevent us from making sound decisions when it comes to our lives. It is this emotional connection that forces good people to stay in bad jobs.The emotional connection makes our pr
Let me explain.
When we are requesting service or help, most times (if not all), we are not going to be repairing the problem.
Whether it is a part that malfunctioned or a widget that stopped working or maybe, you had ordered something and it had not arrived, chances are the Customer is relying on the company to offer a solution and get the situation handled.
You are not expecting your Customer to take the information you are providing t
Make sure that your resume is up to date with your latest job experience and educational accomplishments. Have a friend or relative evaluate your resume to see if it is clear, consistent, and fairly represents your skills and experience.Is your resume in a high impact format?Be sure to do a spell check on your resume. Misspelled works can reflect negatively on you and diminish your prospects.Many companies have a form on their web sites for submitting electronic resumes. Have a version of your resume that you can cut and paste into submittal forms. Create one that doesn't have columns and indents as these do not work well when pasted into a form.Let your family, friends, alumni groups, and industry contacts know you are looking for a job. Send them your resume. Man
You are not expecting your Customer to take the information you are providing them, break out their tool box and disassemble your widget and repair it themselves, are you? Or jump into their car and drive to the nearest shipping facility with a way bill and start sorting through packages to find theirs?
So, why would you go into a long explanation as to why the widget quit, or why the part did not ship, or any other explanation at all?
Most of the time, when the explanations start flowing, that Customer Service person is beginning to lose their objectivity in handling the request. They are beginning to feel a little vulnerable to THEIR POSITION and the Customer, and now begin to offer up an explanation as a barrier, in the hope that by offering such an explanation, it will somehow soothe the Customer.
When the Customer calls in, they are only looking for an answer to their question, how are you going to help them and when are you going to get it done. If they require more informati
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