January 5, 2010 What To Do When Things Go Wrong Let’s face facts, life is not a fairy tale, and occasionally things might not go according to plan. Things ever go wrong for you? Yeah, I thought so! Murphy’s Law wasn’t created for no reason, after all! The key seems to be how you react when things do go awry. For simplicity’s sake, let’s just assume there are two ways things go wrong… A. YOU cause the problem or error B. The error or problem happens TO you When the problem rests on YOU or your staff or team or associates, and YOU are responsible, what should you do? First,…
November 17, 2009 What does the dog do now that he’s caught the car? OK, so you’ve carefully and contemplatively written and sent out your survey, and have gotten an excellent return rate…good for you! NOW WHAT? Well, you’ve got a bunch of data that you need to mine for good, solid information. Some things you may be looking for include: What was your response rate? (how many of your clients/prospects took the time to complete and send back your survey?) If it seems low to you, perhaps you either didn’t survey the correct individuals, your survey was too long or not understandable, or you need to offer an enticement to encourage them to…
October 28, 2009 I object! Hey, don’t we all? During this economic slowdown, how you handle objections, complaints, and other potentially unsavory interactions with clients, associates, co-workers and vendors can take on a higher level of importance than it used to have. People have become very skittish these days, and may be looking for any excuse to no longer work with you. Also, people seem to be less tolerant than they used to be, and understandably so. There is a tremendous amount of stress, and people are having to do “more with less” (you’ve heard that a few times, I take it!). So, don’t YOU give them a reason…
