Add You - Business

When Service Goes Wrong, Bounce Back!
We all try to do things right. No business sets out to do wrong when servicing customers. But life is full of unexpected moments and, inevitably, mistakes do happen.While many people in business focus on doing things right the first time, very few seem to take a powerful interest in setting things right when things do go wrong. In those moments, a passion for ‘zero defects’ often gives way to ‘Let’s get this mess cleaned up fast and pretend it never happened.’Because of this attitude, businesses miss an important opportunity to build customer loyalty and valuable goodwill. It

head for 7:00 PM this evening."

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "

Companies Need To Rest To Recharge
One of the most effective ways to improve mental and physical health is rest. People also produce their best results when they are relaxed and comfortable at their workplace. The first concept of rest in the corporate context is stability. Therein, lies an apparent paradox. To cope with the rapid changes, the company needs to change. Yet, in the quest for growth-inducing changes, the company needs to have rest and stability. It is the same with the human body. A company needs some amount of organizational slack or thinking time. Many companies focus on changes after changes exce

A new restaurant opened near us this past week. They call it "MT's." A neighbor told us that it had unusually good food and an great wine list. Always ready to try a new place I asked Bernadette, my wife, to book it for Saturday night.

First, she called directory assistance and asked for the number. "No such listing she was told." Then, she called the neighbor to make sure she had the name correct. Yup, the name was "MT's." Next, she went to the internet and did a search by distance for restaurants near our home. Nothing close to MT’s came up.

Then, Bernadette called a guitar store that is in the same mall as the restaurant. The guy at the guitar store told her that it was part of "Butcher’s Table," a gourmet grocery in the same mall.

So Bernadette calls Butcher’s Table. Sure enough, the operations are run by the same people. Bernadette explains that she had a real problem trying to get the correct phone number and asks for it.

The owner explains that she has had many complaints like this. The owner says Verizon has run out of phone numbers, and as soon as they get some more "MT's" will have its own phone number.

She then asks Bernadette what she can do for her because she is running the Butcher’s Table and MT’s.

It is about 11:00 AM on Saturday morning, and Bernadette says she would like to make a reservation for 7:00 PM that evening. The owner says: "Oh, we don't take reservations" but we do take "Call aheads." Bernadette says,"Okay, I'd like to make a call ahead for 7:00 PM this evening."

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "

OEM/ODM Manufacturing
OEM is short for Original Equipment Manufacturer. ODM is short for Original Design Manufacturer.What these manufacturers do is to custom make product for their clients. Factories that have the capabilities to make molds for product. The factory's R & D Dept. ( Research & Development ) and experienced design teams, supported by sophisticated manufacturing automation and in-process testing to deliver low cost, high quality solutions to its clients, will make a proto-type for the client.The factory does have their own mold making mac

re she had the name correct. Yup, the name was "MT's." Next, she went to the internet and did a search by distance for restaurants near our home. Nothing close to MT’s came up.

Then, Bernadette called a guitar store that is in the same mall as the restaurant. The guy at the guitar store told her that it was part of "Butcher’s Table," a gourmet grocery in the same mall.

So Bernadette calls Butcher’s Table. Sure enough, the operations are run by the same people. Bernadette explains that she had a real problem trying to get the correct phone number and asks for it.

The owner explains that she has had many complaints like this. The owner says Verizon has run out of phone numbers, and as soon as they get some more "MT's" will have its own phone number.

She then asks Bernadette what she can do for her because she is running the Butcher’s Table and MT’s.

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "

Sun Zi Art Of War - Three Business Lessons From Deployment Of Troops In Mountainous Region
After crossing the mountains, move and stay close to the valleys. For a commanding view and to ensure better chances of survival, occupy high grounds. When the enemy has occupied high grounds, do not attempt an assault. These are principles for deploying troops in mountainous terrain. Chapter Nine, Sun Zi Art of WarAbove are the principles of moving into mountainous region. Let us look at how these principles can be applied to business.Business Application”After crossing the mountains, move and stay close to the valleys.”The reason why

So Bernadette calls Butcher’s Table. Sure enough, the operations are run by the same people. Bernadette explains that she had a real problem trying to get the correct phone number and asks for it.

The owner explains that she has had many complaints like this. The owner says Verizon has run out of phone numbers, and as soon as they get some more "MT's" will have its own phone number.

She then asks Bernadette what she can do for her because she is running the Butcher’s Table and MT’s.

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "

Identify Your Ideal Clients and How To Reach Them
If you expect to succeed as a professional solution provider - coach, consultant, etc., you first have to last. Just last long enough and you'll be the only person who got started when you did, who is still around.After all, 80-90% of the folks who got into coaching or insurance or whatever when you did, will fail and leave the business and it will all be yours.So while you are busy outlasting the others - there is one thing you must do if you want to ever develop a sustainable business.You have to identify a client type for whom you are ideally suited. And it is not a

phone number.

She then asks Bernadette what she can do for her because she is running the Butcher’s Table and MT’s.

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "

So, Let’s Move Forward and I Know You’ll Be Pleased, Okay?
There is a book that offers over 100 sales closes that “work” according to the author.I like it because it provides sellers with lots of tools for performing an essential task: Asking for the order in a way that maximizes the likelihood of hearing a “yes.”Closes nudge prospects across the finishing line of a presentation. They entreat people to make a decision, NOW.They reduce stalling and procrastination, and really, both parties benefit, presuming the product or service being tendered is a good one.Why waste time?In the title of this article, I have give

head for 7:00 PM this evening."

Great," says the owner. "I'm going to write this down as soon as I hang up before I forget."

Okay - Bernadette's dealing with this on Saturday morning.

Here's what I'm dealing with.

The phone rings and I answer it - so far so good.

The person calling asks to speak with Beenadette Meeens"ah"hemma.

I respond with, "Sorry she's not here right now."

The person calling asks me if I'm an "authorized decision-maker."

Doing my best at exercising self-control at the "Idiocy" of this question - I respond as calmly as I could with, "For what?"

She says, "For Verizon DSL services in your area."

I then said, "We're happy with our current provider."

End of conversation!

My observations with this call:

She sounded like she was 12 years old. Who knows?

Could barely understand her. Obviously poorly trained, if she was trained at all.

She was reading from a script and still managed to do "Seal talk." The "Ah's" and "Um's" peppered her end of the conversation.

I'm a Verizon customer - all telephones in my house are wired with them. I'm guessing they need more telephone numbers and better employee training programs or they're going to start losing business to competitors who have both.

It doesn't take much to sound pathetic to another person, especially when using the telephone.

Every one likes to believe they sound good when they're talking on the telephone.

There's only one true test and it comes in the form of a tape recorder.

You only need to tape your end of the conversation so you don't have to worry about getting permission.

Do yourself a favor and tape yourself for 30 minutes. Then depending how it sounds you may want to get one of those airline barf bags before listening to you recording.

Your customers and prospects get to hear you.

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