Blog

Wednesday, December 12, 2018

How to Have a Perfect Holiday

Perfect HolidayThe most surefire way to have a perfect holiday is… just kidding… you can’t. It would be more accurate to say that the way to virtually guarantee that your holiday is disappointing is to set your mind on having everything perfect. While there is often a long list of details to attend to prepare for the holiday celebration, there is one item that should be #1 on your list: Be flexible.

If your idea of a perfect holiday doesn’t involve any other people, you may be able to come close to achieving it. But as soon as you begin to add your spouse, children, relatives, friends, co-workers – basically anyone – to the festivities, you will need to become willing to bend, stretch and flex to accommodate their schedules, quirks and needs.

Tuesday, December 4, 2018

How to Respond to Challenging Customers

challenging customers

As the holiday season swings in to high gear, retail businesses and service organizations are likely to see a rise in the number of customers they serve each day – as well as stress levels associated with challenging customers.

The importance of excellent Customer Service cannot be overstated in today’s competitive markets. The reality is that people have many vendors, providers and merchants to choose from when making purchases, and if you want to keep them coming back to yours, you and your staff need to understand why it’s important and how to achieve it.

Let’s begin with the “Why”. Excellent customer service…

• Builds trust – According to business mogul Warren Buffet, “It takes 20 years to build a reputation and five minutes to ruin it.”

• Is more important than price – 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. (Harris Interactive/RightNow)

• Builds positive brand awareness

• Reduces problems for the company

• Appeals to the customer – 7 in 10 Americans said they were willing to spend more with companies they believe provide excellent customer service. (American Express)

As you train your staff to respond to challenging customers, here are 10 principles they need to put into practice:

1. Remain Calm and Listen – You cannot intelligently or effectively respond to someone’s problem without first hearing and accurately understanding it.

2. Empathize and Sympathize – Empathy is the ability to understand and mentally share the feelings of another. Sympathy is the ability to express compassion and sorrow for someone’s misfortune.

3. Agree when possible – Agreement on an issue, no matter how small, puts you in less of an adversarial role and helps to diffuse negative emotions.

4. Remember that others may be watching – Albert Einstein

Wednesday, November 21, 2018

Digging in to Gratitude

GratitudeThis time of year we are bombarded with messages about gratitude. Thanksgiving reminds us to literally “give thanks” for the blessings we enjoy. But I wonder how many of us really “dig in” and go beyond a quick list of people, possessions and experiences we have in our lives.

How much more grateful would you feel if you went deeper into your list? Here’s an exercise to try:

Thursday, November 8, 2018

The Costly Effects of Low Self-Confidence

low self-confidenceEveryone struggles with a lack of confidence at times. It is estimated that 85% of the world’s population experiences low self-esteem and consequently, low self-confidence at some point in their life.

We all know the feeling of inadequacy and incompetence. It can happen when you face a new job, new relationship, or an unknown situation. There is some comfort in knowing that you are not alone, but you don’t want to get stuck in low self-confidence because it can impact every aspect of your life. It can be at the root of disappointing friendships and love relationships, lower long-term earning potential and missed opportunities for high quality jobs and promotions. There is also strong correlation between low self-confidence and substance abuse, eating disorders, anxiety, depression, and other destructive conditions and behaviors.

How Low Self-Confidence Affects Relationships

Tuesday, October 30, 2018

Are You “Spooked” About Getting Married? (Maybe you should be!)

Spooked about marriageFor most people, getting married and establishing a life with that special someone is one of our greatest desires. And it’s not surprising, considering that we are social beings with a need for secure attachment. Being securely attached to someone in a committed relationship is a vital source of stability, safety and contentment – or at least that’s what we want!

Unfortunately, we can be blinded by those desires and overlook some important red flags. I recently created this list that will help you understand when you should get “spooked” about getting married and slow down… or even run!

Before You Say, “I Do”… Consider These Cautions

Marriage, in its original design, is a sacred commitment that promises fulfillment, stability, partnership and purpose. But it only works well if it is based on a firm foundation. Be very cautious, or avoid the altar altogether if…

1. Your partner doesn’t share your strongly held faith and spiritual beliefs.
2. You have a high conflict relationship and issues rarely get resolved.
3. You feel compelled to rescue or fix your partner and you believe marriage will change them for the better.
4. You are afraid that no one else will ever love you or that you are getting too old to have better options.
5. You want to escape your current living arrangements.
6. Your primary motivation is to have children.
7. You want a father or mother for your child.
8. You want to “make it right in God’s eyes” because you’ve been sexually intimate.
9. Your only real connection is that you became pregnant together.
10. Your primary motivation is financial security.
11. Your family and friends are not supportive of your relationship.
12. You are in a relationship that began as an affair.
13. Your partner has a history

Wednesday, October 17, 2018

Self-Esteem vs. Self-Confidence: Working Together for Your Good

Self-esteem To feel successful and be satisfied in life, a person needs a healthy sense of self-esteem and self-confidence. Let’s look at what these qualities are and how they work together.

“Esteem” in Latin means to appraise, value, rate, weigh, or estimate. Simply stated, your self-esteem reflects what you believe about yourself – positive, negative, or neutral. Your beliefs in turn influence the quality of your emotions. And, in many cases, it is the quality of both your beliefs and emotions that strongly influences and shapes your behavior.

Tuesday, October 2, 2018

10 Common Leadership Mistakes

Common Leadership MistakesLeading is challenging enough without becoming your own worst enemy and  having to deal with the potential negative fallout associated with the 10 common leadership mistakes listed below. Take a moment and ask yourself if you might fall prey to one or more of these mistakes. If so, identify some action steps that will help you avoid these potential pitfalls in the future.

Tuesday, September 25, 2018

Keys to Confronting Well – Part II

ConfrontingIn last week’s blog I shared the first five of ten keys to confronting well. Have you had an opportunity to practice those principles in a confrontation? If so, let us know in the comments below!

Confrontation can be a scary proposition, but when you learn to do it well it can be the key to resolving differences and strengthening trust in your relationships.  Here are the last five keys to confronting well.

Tuesday, September 18, 2018

Keys to Confronting Well – Part I

ConfrontingMany people struggle with confronting well. The thought of speaking up, especially during a conflict or uncomfortable situation, can be almost paralyzing. However, the ability to effectively confront tough issues by clearly stating what you think, feel, and want can be one of the most valuable interpersonal skills a person can possess.

This week we will look at the first five of the ten keys to confronting well so you can be prepared for those difficult conversations.

Tuesday, September 11, 2018

How to Exercise More Patience

PatiencePatience is a virtue, they say. If your patience is being tested and tried, it can be hard to see what value you receive from your situation. Being “good for goodness’ sake” may seem like a low return on your investment of frustration, but in reality you gain significant value by exercising patience.

People often confuse patience with apathy or being a wimp, so I looked it up in a thesaurus and found an impressive variety of synonyms – words like composure, endurance, perseverance, poise, tolerance and self-control. None of those words suggest weakness or indifference – and in fact, those two words are actually listed in the thesaurus as antonyms (opposites) of patience!