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Dare to Be Unique
After an outstanding year working on the personal staff of a member of Congress, I was asked to lead a organization that did not previously exist. Everything pertaining to the organization was on paper and I found myself in the middle of change management.Many are called but few are chosen to lead. After returning to the Pentagon after a fellowship on Capitol Hill I was asked to head up a policy organizati

sure that’s what happened?’ and ‘It’s not our policy to do anything over the phone. You have to write to us or come in personally.’

Some words can trigger angry conversations. Avoid phrases like: ‘Whose fault is this?’ and ‘Who is to blame?’ or ‘About your accusation...’ These sound like a police investigation or a court case...which is not where you want to end up!

Step Three: Tell your customer exactly what you will do on their behalf. Explain what s

Who Are the Various Taxing Authorities and Why Am I Never Able to Find the Right Person?
"What's in a name? That which we call a rose by any other name would smell as sweet." --Romeo & Juliet, Act II, Scene IIWell, a rose by any other name may smell just as sweet to Shakespeare, but don't try to call the tax collector to ask a property appraisal question. Not knowing which office to call may simply get you an exasperated employee who is unable to assist you.If you are not sure exactly

When things go wrong, many customers get upset. Some blow up in anger. The next time your customer is ready to explode, use these five proven steps to sanity.

Step One: Let them blow off steam! No one is rational when they have pent up anger and emotion. Let your customer vent the rage and fury. Don’t take it personally, and don’t get in the way. Open a channel for them to let off the pressure.

Years ago I had a problem with a shipment by an express courier company. I called the company and got a reasonable sounding woman on the phone.

‘You folks messed up!’ I yelled.

‘OK,’ she replied in a very attentive tone.

‘This was a really important shipment!’ I continued loudly.

‘OK,’ she replied with concern.

‘And my customer is going to be very upset,’ I complained.

‘OK,’ she replied again a calm voice.

‘Well, what are you going to do about it?’ I finally asked, exhausted by my own tirade.

She paused a moment. ‘OK?’ she asked gently.

‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.

Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.

Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.

Step Two: Show the customer you are ‘on their side’ . Let the customer know you are there to help, not to argue, defend or disagree. Phrases like these will work: ‘Oh! I am really sorry to hear that. Can you tell me exactly what happened?’ or ‘I can certainly understand your frustration. Let me be the one to help you.’

Phrases to avoid are these: ‘That’s strange. It’s never happened like that before. Are you sure that’s what happened?’ and ‘It’s not our policy to do anything over the phone. You have to write to us or come in personally.’

Step Three: Tell your customer exactly what you will do on their behalf. Explain what s

A Vision of Failure
What would it take to make your business fail? What conditions could precipitate and sustain “the spiral of death”? What would complete financial collapse really look like? If your primary competitor acquired the firm, where would they strip out expenses, and what assets would they covet? These are grisly questions to consider, but sometimes we need to envision complete breakdown and failure to understand how to

urier company. I called the company and got a reasonable sounding woman on the phone.

‘You folks messed up!’ I yelled.

‘OK,’ she replied in a very attentive tone.

‘This was a really important shipment!’ I continued loudly.

‘OK,’ she replied with concern.

‘And my customer is going to be very upset,’ I complained.

‘OK,’ she replied again a calm voice.

‘Well, what are you going to do about it?’ I finally asked, exhausted by my own tirade.

She paused a moment. ‘OK?’ she asked gently.

‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.

Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.

Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.

Step Three: Tell your customer exactly what you will do on their behalf. Explain what s

Question To Ask At A Job Interview-5 Of The Best Questions!
When you are on a job interview it is a good idea to have at least one question to ask at a job interview to show an interest in the job. When you interview with a company your interviewing the company just as much as they are interviewing you. The more questions you ask the better chance you have of finding out if that company is a good place for you to work.In this article we will look a

y own tirade.

She paused a moment. ‘OK?’ she asked gently.

‘OK,’ I replied, smiling at her quiet but effective approach. And then we began the process of working things out.

Imagine if she had asked me for all the information right away! In my anger, it would have taken twice as long to give her the details, and extended my frustration, too.

Instead, she gave me the space and time to simply ‘blow off steam’, not taking it personally, allowing her angry customer (me!) to settle down.

Step Three: Tell your customer exactly what you will do on their behalf. Explain what s

Conducting a Successful Employment Search - Ways to Get Employed As Soon As Possible
Because of the increasing cost of living, it is very essential to get a decent job with a decent salary. However, finding employment nowadays is very hard. With thousands of equally qualified individuals trying to find employment, you too may find that employment search can be a very daunting task. So, here are a few tips in order to conduct a successful employment search.First off, there are many ways to

ng her angry customer (me!) to settle down.

Step Three: Tell your customer exactly what you will do on their behalf. Explain what s

Factoring
A factor is basically a financial institution that purchases accounts receivable from businesses. The factor normally bears the credit risks associated with the accounts receivable purchased by it. There are about twenty firms in the United States engaged solely in factoring. These firms raise their operating funds by issue of equity and debt capital.The factoring agreement governs the relationship betwe

sure that’s what happened?’ and ‘It’s not our policy to do anything over the phone. You have to write to us or come in personally.’

Step Three: Tell your customer exactly what you will do on their behalf. Explain what steps you will take, and when you will get back in touch with the results.

Step Four: Take fast action! Get the problem fixed. Resolve the misunderstanding. Champion the cause of your customer within your organization. And when you do fix the problem, go the extra mile. Give them a bit more than they expect. They will remember and appreciate your efforts.

Step Five: Finally, go back to the customer and explain how the problem has been resolved. Ensure they are fully satisfied, and thank them for allowing you to help.

Key Learning Point
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Angry customers can be effectively defused, and then well-served, with this proven, step-by-step plan of action.

Action Steps
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Be sure all your staff understand and can implement these steps, especially under pressure!

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