Program words of wisdom:-
War is like a game of who wins or lose.
A business whose customers start to go elsewhere becomes the paramount concern to take every opportunity to delight both it’s internal & external customers. 5 interesting edicts are as follows.
Strategy 1
“He who can modify his tactics in relation to his opponent and thereby succeed in winning may be called a heaven-born ed captain”.
Learn to modify what you are doing, improving on it & differentiating your product or services so you stand out from the crowd giving your customer something fresh & interesting.
Strategy 2
“There is no instance of a country having benefited from prolonged warfare”
Quickly identify any grievance and acting swiftly to resolve it effectively. Placate the customer and provide quick recovery.
Strategy 3
“Know thyself- know thy enemy”
Know your strengths & weaknesses enabling improvement on the former & minimize the latter. Assume your customer as the “enemy” you battle to win him over in fulfilling his needs and delighting him too. Customers drive your business and if you are unable to go the extra mile to satisfy their needs and wants, then you will lose the battle for their loyalty.
Strategy 4
“ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease”.
Master the art & science of customer service to manage all kind of customers- especially the difficult ones. Do not be complacent & takes customers for granted. Be alert to relationship threats.
Strategy 5
“In battle, there are not more than 2 methods of attack- the direct and the indirect; yet these 2 in combination give rise to endless series of manoeuvres.”
Assess the situation to see what is the best course of action, constantly review new initiatives to ensure delighted customers keeps coming back for more. Example of a “direct” method is how we treat our customer during his visit to our plant giving him a very good impression of your company. “Indirect” method could be discounts or frequent update of production progress.
Kacak5 Management
Tuesday, 22 December 2009
Monday, 14 December 2009
Treat Complaints as Gift Part 3
Program words of wisdom:-
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
In couple courtship, we complaint alot to the other party, being in love & is interested for the other party to improve. If after repeated complaint, it become irreconcilable difference where we starts to go our separate ways hence complaints stops.
Embrace a complaint friendly service culture
This starts from the top, even at CEO's level as "leaders have to provide the direction, the monetary support and the motivational juice to inspire all".
Encouraging a culture where no one gets scolded for receiving a complaint, the leaders must first be supportive and engaged. 5 maxims as follows;
1. Complaints are gifts to us and they are valuable.
2. Complaints are to be resolved at the first point of contact.
3. Complaints are to be logged.
4. Staff take ownership of complaints.
5. Root causes of complaints are to be uncovered and eliminated.
An effective complaint management & resolution framework will be the next differentiators of good service for customer to divert more businesses to you. We will have an edge over our competitors in generating better customer loyalty and, in turn, profitability.
Kacak5 Management
Thursday, 10 December 2009
Treat Complaints as Gifts part 2
Program words of wisdom:-
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Silent means something is wrong somewhere nobody dare to say anything.
Create an effective complaint management framework
Here are some right activity to welcome these feedback gifts for resolution management.
- A simple process for making a complaint;
- Active and empathetic listening by the company's personnel;
- Open communication with the customer;
- Timely and sincere process if the customer is not satisfied; and
- A systemto process the complaint datato aid learning and improvement of the company's service.
Preferably all employees should bve trained to be "receipt owners", that is, they are able to receive and acknowledge any complaint relevant to their work and about the company as a whole.
A resolution to ensure more tha 90% of complaints are resolved to the customer's satisfaction within 3 days.
Kacak5 Management
Tuesday, 8 December 2009
Positive attitude for Program Managers
Program words of wisdom:-
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
If you have the will, there is a way.
If you tend to have a negative outlook, don’t expect to become an optimist overnight. But with practice, eventually your self-talk will contain less self-criticism and more self-acceptance. You may also become less critical of the world around you. Plus, when you share your positive mood and positive experience, both you and those around you enjoy an emotional boost.
Practicing positive self-talk will improve your outlook. When your state of mind is generally optimistic, you’re able to handle everyday stress in a more constructive way. That ability may contribute to the widely observed health benefits of positive thinking.
Examples of typical negative self-talk and how you might apply a positive twist include:
I’ve never done it before => It’s an opportunity to learn something new
It’s too complicated => I’ll tackle it from a different angle
I don’t have the resources => Necessity is the mother of invention
I’m too lazy to get this done => I wasn’t able to fit it into my schedule but can re-examine some priorities
There’s no way it will work => I can try to make it work
It’s too radical a change => Let’s take a chance
No one bothers to communicate with me => I’ll see if I can open the channels of communication
I’m not going to get any better at this => I’ll give it another try
Researchers continue to explore the effects of positive thinking and optimism on health that positive thinking may provide include:
Increased life span
Lower rates of depression
Lower levels of distress
Greater resistance to the common cold
Better psychological and physical well-being
Reduced risk of death from cardiovascular disease
Better coping skills during hardships and times of stress
It’s unclear why people who engage in positive thinking experience these health benefits. One theory is that having a positive outlook enables you to cope better with stressful situations, which reduces the harmful health effects of stress on your body. It’s also thought that positive and optimistic people live healthier lifestyles — they get more physical activity, follow a healthier diet.
Kacak5 Management
Tuesday, 24 November 2009
Body languages during meetings
Program words of wisdom:-
We do attend several meetings in solving our daily working issues and often have a group of people seating together providing various body languages to tell you something while you do your presentation or discussion. They might be afraid to speak out or contradict your messages so these list of body languages information is very helpful. Yes, do remember people from different culture providing same body language might mean a different message sometimes.
Here are 18 gestures, with advice for reading them from a team of experts in nonverbal communication.
It's written on your face...
Furrowing brow
It could mean: She's thinking.
But it might mean: She disapproves of or disagrees with what you're saying. Or else she can't hear you.
What the experts say: "This almost always means something negative," says trial lawyer Maria Katrina Karos. It is often a cue people use to tell you something is wrong, says author Lydia Ramsey: They want you to ask them what they're thinking.
Frowning
It could mean: She's unhappy or uncomfortable.
But it might mean: She's concentrating.
What the experts say: Some people frown without realizing it, so don't comment on the frowning directly, says anthropologist David Givens. If it happens during a job interview, you might ask, "Did that answer the question?" With a friend, just ask if she's OK.
Grimacing
It could mean: Nothing. It's just a tic or a bad habit.
But it might mean: She doesn't like what you're saying.
What the experts say: This is typically a sign of discomfort or displeasure, says Ramsey. But she warns against reading too much into it: "Some people just always have unpleasant expressions on their faces."
Lip biting
It could mean: She's flirting.
But it might mean: She's shy or feels pressured.
What the experts say: Suspects sometimes do this when they're trying to remember an event or concoct a story, says private investigator Steven Tavlin. It's a sign of discomfort. To put the person at ease, avoid direct staring and lower your voice. You might even back up or turn away slightly. "The idea is to take the pressure off”.
And in your eyes...
Rolling eyes
It could mean: She's trying to be funny.
But it might mean: She is frustrated, doesn't like you, or doesn't respect you.
What the experts say: "Eye rolling is one of the nonverbal signs that is pretty much always aggressive," says executive coach Steve Watts. He recommends politely confronting the eye-roller, asking, "Do you disagree?" to get negative feelings out in the open.
Staring
It could mean: She's concentrating on what you're saying, or she's smitten with you.
But it might mean: She's being rude and aggressive.
What the experts say: Eye contact rarely lasts longer than three seconds before one or both people experience a powerful urge to glance away.. If the starer is making you feel uncomfortable, look away briefly to give her the hint.
Avoiding eye contact
It could mean: She's shy.
But it might mean: She's lying or trying to provoke you.
What the experts say: Don't assume the worst based on this clue alone. And be aware of varying cultural interpretations of eye contact, says corporate-communications consultant Audrey Nelson. "We associate eye contact with honesty, but in Japan avoiding eye contact is a sign of respect
And in your hands...
Fidgeting (tugging ears, pulling sleeves, rubbing head)
It could mean: She's just a natural fidgeter.
But it might mean: She's anxious or impatient.
What the experts say: "This is a classic sign of anxiety or stress”. "It's a way people take their attention away from what's bothering them." If you're in a meeting and you notice people are getting fidgety, take a break, says Ramsey.
Resting hands on hips
It could mean: "I'm in charge."
But it might mean: She's angry and trying to intimidate you.
What the experts say: "This is a powerful position”. (Police officers are taught to use it to assert control.) If this is an angry boss, appease her by asking, "Did I do something wrong?" If it's an equal trying to bully you, stand tall and place your feet shoulder-width apart, or put your own hands on your hips. Both gestures say, "I'm not intimidated!"
Fiddling with an object (hair, pencil, car keys, cell phone)
It could mean: Nothing some people just like to fiddle.
But it might mean: "I'm nervous" or "I'm bored."
What the experts say: To figure out what's going on, look for other clues, says Tavlin. Yawning suggests boredom; blinking, nervousness. If the fiddling is distracting you, draw attention to the object, says Watts. Say, "Is that a new cell phone?" Then get back to your discussion.
Pointing
It could mean: "I'm really passionate about this topic."
But it might mean: She's trying to intimidate you.
What the experts say: "Pointing is generally an aggressive sign," says life coach and social worker Carol Moss. It can signal that someone is blaming or attacking you. If you can't let it go, "It's OK to ask someone not to point," says Moss. Make a joke about it: "Hey, nice manicure."
Wringing hands
It could mean: She's cold.
But it might mean: She's worried.
What the experts say: "People who are very uncomfortable with a question, topic, or situation sometimes do this," says Karos. The best thing is to ignore it. If the person is truly nervous, commenting on her nerves will only make her more so.
Excessive touching
It could mean: She's overly friendly.
But it might mean: "I'm more powerful than you."
What the experts say: "People of higher status often feel freer to touch people of lower status," says Tannenbaum. (Of course, it can also be sexual.) "If you're uncomfortable, you don't need to say anything. Just remove the hand." If the touching continues, back up slowly to get out of range..
Tapping fingers on a table
It could mean: She's got energy to burn.
But it might mean: She's nervous or impatient.
What the experts say: If this is really annoying you, look at the person's fingers, then back at her face, says Tannenbaum. "The goal is not to embarrass her but to bring her attention back to where you want it to be."
And in your body
Standing too close
It could mean: She's needy or angry.
But it might mean: She's from a culture where people tend to stand closer.
What the experts say: "This is typically an aggressive gesture," says Professor Whitey Brewer. But different cultures have different rules about space. "North Americans like a distance of two to three feet, while some Europeans want to be closer," says Ramsey. If you're uncomfortable, subtly take a step or two back.
Standing too far away
It could mean: She's afraid.
But it might mean: She's simply more comfortable at this distance.
What the experts say: "This is typically a passive gesture indicating fear," says Brewer. But for cultural and other reasons, people generally choose a distance they're comfortable with. If you need to get closer, do so, says actress Susan Stewart. Just be careful not to crowd your listener.
Slouching
It could mean: She has bad posture.
But it might mean: She's skeptical or disrespectful.
What the experts say: "This is often a way of showing, 'I'm above it all, and I don't care,'" says Tavlin. It can also be a tip off that someone is lying, especially if accompanied by another sign, such as crossed arms or an averted gaze.
Crossing arms
It could mean: She is cold or simply finds this position comfortable.
But it might mean: She's angry or defiant, or feels vulnerable.
What the experts say: With arms and elbows pulled tightly into the body, the gesture may reveal acute nervousness or chronic anxiety.. Held less tightly against the chest, with elbows elevated and projecting outward, the crossed arms suggest arrogance, dislike, or disagreement.
There, you have all the 18 possible body languages that could happen in a meeting room.
Kacak5 Management
We do attend several meetings in solving our daily working issues and often have a group of people seating together providing various body languages to tell you something while you do your presentation or discussion. They might be afraid to speak out or contradict your messages so these list of body languages information is very helpful. Yes, do remember people from different culture providing same body language might mean a different message sometimes.
Here are 18 gestures, with advice for reading them from a team of experts in nonverbal communication.
It's written on your face...
Furrowing brow
It could mean: She's thinking.
But it might mean: She disapproves of or disagrees with what you're saying. Or else she can't hear you.
What the experts say: "This almost always means something negative," says trial lawyer Maria Katrina Karos. It is often a cue people use to tell you something is wrong, says author Lydia Ramsey: They want you to ask them what they're thinking.
Frowning
It could mean: She's unhappy or uncomfortable.
But it might mean: She's concentrating.
What the experts say: Some people frown without realizing it, so don't comment on the frowning directly, says anthropologist David Givens. If it happens during a job interview, you might ask, "Did that answer the question?" With a friend, just ask if she's OK.
Grimacing
It could mean: Nothing. It's just a tic or a bad habit.
But it might mean: She doesn't like what you're saying.
What the experts say: This is typically a sign of discomfort or displeasure, says Ramsey. But she warns against reading too much into it: "Some people just always have unpleasant expressions on their faces."
Lip biting
It could mean: She's flirting.
But it might mean: She's shy or feels pressured.
What the experts say: Suspects sometimes do this when they're trying to remember an event or concoct a story, says private investigator Steven Tavlin. It's a sign of discomfort. To put the person at ease, avoid direct staring and lower your voice. You might even back up or turn away slightly. "The idea is to take the pressure off”.
And in your eyes...
Rolling eyes
It could mean: She's trying to be funny.
But it might mean: She is frustrated, doesn't like you, or doesn't respect you.
What the experts say: "Eye rolling is one of the nonverbal signs that is pretty much always aggressive," says executive coach Steve Watts. He recommends politely confronting the eye-roller, asking, "Do you disagree?" to get negative feelings out in the open.
Staring
It could mean: She's concentrating on what you're saying, or she's smitten with you.
But it might mean: She's being rude and aggressive.
What the experts say: Eye contact rarely lasts longer than three seconds before one or both people experience a powerful urge to glance away.. If the starer is making you feel uncomfortable, look away briefly to give her the hint.
Avoiding eye contact
It could mean: She's shy.
But it might mean: She's lying or trying to provoke you.
What the experts say: Don't assume the worst based on this clue alone. And be aware of varying cultural interpretations of eye contact, says corporate-communications consultant Audrey Nelson. "We associate eye contact with honesty, but in Japan avoiding eye contact is a sign of respect
And in your hands...
Fidgeting (tugging ears, pulling sleeves, rubbing head)
It could mean: She's just a natural fidgeter.
But it might mean: She's anxious or impatient.
What the experts say: "This is a classic sign of anxiety or stress”. "It's a way people take their attention away from what's bothering them." If you're in a meeting and you notice people are getting fidgety, take a break, says Ramsey.
Resting hands on hips
It could mean: "I'm in charge."
But it might mean: She's angry and trying to intimidate you.
What the experts say: "This is a powerful position”. (Police officers are taught to use it to assert control.) If this is an angry boss, appease her by asking, "Did I do something wrong?" If it's an equal trying to bully you, stand tall and place your feet shoulder-width apart, or put your own hands on your hips. Both gestures say, "I'm not intimidated!"
Fiddling with an object (hair, pencil, car keys, cell phone)
It could mean: Nothing some people just like to fiddle.
But it might mean: "I'm nervous" or "I'm bored."
What the experts say: To figure out what's going on, look for other clues, says Tavlin. Yawning suggests boredom; blinking, nervousness. If the fiddling is distracting you, draw attention to the object, says Watts. Say, "Is that a new cell phone?" Then get back to your discussion.
Pointing
It could mean: "I'm really passionate about this topic."
But it might mean: She's trying to intimidate you.
What the experts say: "Pointing is generally an aggressive sign," says life coach and social worker Carol Moss. It can signal that someone is blaming or attacking you. If you can't let it go, "It's OK to ask someone not to point," says Moss. Make a joke about it: "Hey, nice manicure."
Wringing hands
It could mean: She's cold.
But it might mean: She's worried.
What the experts say: "People who are very uncomfortable with a question, topic, or situation sometimes do this," says Karos. The best thing is to ignore it. If the person is truly nervous, commenting on her nerves will only make her more so.
Excessive touching
It could mean: She's overly friendly.
But it might mean: "I'm more powerful than you."
What the experts say: "People of higher status often feel freer to touch people of lower status," says Tannenbaum. (Of course, it can also be sexual.) "If you're uncomfortable, you don't need to say anything. Just remove the hand." If the touching continues, back up slowly to get out of range..
Tapping fingers on a table
It could mean: She's got energy to burn.
But it might mean: She's nervous or impatient.
What the experts say: If this is really annoying you, look at the person's fingers, then back at her face, says Tannenbaum. "The goal is not to embarrass her but to bring her attention back to where you want it to be."
And in your body
Standing too close
It could mean: She's needy or angry.
But it might mean: She's from a culture where people tend to stand closer.
What the experts say: "This is typically an aggressive gesture," says Professor Whitey Brewer. But different cultures have different rules about space. "North Americans like a distance of two to three feet, while some Europeans want to be closer," says Ramsey. If you're uncomfortable, subtly take a step or two back.
Standing too far away
It could mean: She's afraid.
But it might mean: She's simply more comfortable at this distance.
What the experts say: "This is typically a passive gesture indicating fear," says Brewer. But for cultural and other reasons, people generally choose a distance they're comfortable with. If you need to get closer, do so, says actress Susan Stewart. Just be careful not to crowd your listener.
Slouching
It could mean: She has bad posture.
But it might mean: She's skeptical or disrespectful.
What the experts say: "This is often a way of showing, 'I'm above it all, and I don't care,'" says Tavlin. It can also be a tip off that someone is lying, especially if accompanied by another sign, such as crossed arms or an averted gaze.
Crossing arms
It could mean: She is cold or simply finds this position comfortable.
But it might mean: She's angry or defiant, or feels vulnerable.
What the experts say: With arms and elbows pulled tightly into the body, the gesture may reveal acute nervousness or chronic anxiety.. Held less tightly against the chest, with elbows elevated and projecting outward, the crossed arms suggest arrogance, dislike, or disagreement.
There, you have all the 18 possible body languages that could happen in a meeting room.
Kacak5 Management
Monday, 23 November 2009
Airplane jokes
Program words of wisdom:-
Program Managers frequently travels to meet their oversea customers for better interaction in building the business relationship ship. Here is a possible joke.
After a British Airways Flight reached its cruising altitude the Captain announced :
Ladies and Gentlemen this is your captain speaking, Welcome to flight 293 non-stop from London Heathrow to Singapore, we are now cruising at 35,000 feet, the weather ahead is good so we should have a quiet,uneventful flight, so sit back , relax and .......OH MY GOD !!!!!!!!!!!!!!!!!
Silence followed..........
Some moments later the captain came back on the intercom.
Ladies and Gentlemen I'm sorry if I scared you, while I was talking to you a flight attendant accidentally spilled a cup of hot coffee on my lap, you should see the front of my pants !!!!!!!!!
An Irish passenger at the back yelled...........
What???? , you should see the back of mine !
Kacak5 Management
Program Managers frequently travels to meet their oversea customers for better interaction in building the business relationship ship. Here is a possible joke.
After a British Airways Flight reached its cruising altitude the Captain announced :
Ladies and Gentlemen this is your captain speaking, Welcome to flight 293 non-stop from London Heathrow to Singapore, we are now cruising at 35,000 feet, the weather ahead is good so we should have a quiet,uneventful flight, so sit back , relax and .......OH MY GOD !!!!!!!!!!!!!!!!!
Silence followed..........
Some moments later the captain came back on the intercom.
Ladies and Gentlemen I'm sorry if I scared you, while I was talking to you a flight attendant accidentally spilled a cup of hot coffee on my lap, you should see the front of my pants !!!!!!!!!
An Irish passenger at the back yelled...........
What???? , you should see the back of mine !
Kacak5 Management
Friday, 20 November 2009
Treat Complaints as Gifts
Program words of wisdom:-
Too few people on a Program can't solve the problems - too many create more problems than they solve. A problem shared is a buck passed.
Dissatisfied customer can choose either to walk away giving no opportunity to resolve any dissatisfaction or voice it. Choosing to complain is effectively offering the company a chance to repair the damage, salvage the situation and successfully increase the chance continuing business again.
We do know the unattractive side Program Management work, while it represent a rich source of to illuminate a company's overall service performance and becomes more useful than any compliment.
Complaints are gifts when well managed, they can:
1. Provide complimentary business insights you would otherwise pay a research company to produce.
Direct customer's complain provides information of what they want and do not want, please or annoy them, enable you make adjustment to marketing strategies and processes, and stay ahead of competitors. Complaints alert us on potential personnel problem - since employees seldom admit mistakes.
2. Give the company a second chance to salvage the situation with the customer.
Existing customer do hope the problem is fixed fast so they can generate positive word-of-mouth publicly as reference to potential customers.
3. Turn indifferent customers into advocates.
Regardless major or minor complaints, it enable a company to form tight relationships reaching out and making and effort to be available and accountable to all customers will inspire a sense of trust and loyalty.
Kacak5 Management
Too few people on a Program can't solve the problems - too many create more problems than they solve. A problem shared is a buck passed.
I shall break-up the above topics over 3 blog sections in the next few days. Let's agree with this first.
A complain is a second Chance for a company to win back a customer.Dissatisfied customer can choose either to walk away giving no opportunity to resolve any dissatisfaction or voice it. Choosing to complain is effectively offering the company a chance to repair the damage, salvage the situation and successfully increase the chance continuing business again.
We do know the unattractive side Program Management work, while it represent a rich source of to illuminate a company's overall service performance and becomes more useful than any compliment.
Complaints are gifts when well managed, they can:
1. Provide complimentary business insights you would otherwise pay a research company to produce.
Direct customer's complain provides information of what they want and do not want, please or annoy them, enable you make adjustment to marketing strategies and processes, and stay ahead of competitors. Complaints alert us on potential personnel problem - since employees seldom admit mistakes.
2. Give the company a second chance to salvage the situation with the customer.
Existing customer do hope the problem is fixed fast so they can generate positive word-of-mouth publicly as reference to potential customers.
3. Turn indifferent customers into advocates.
Regardless major or minor complaints, it enable a company to form tight relationships reaching out and making and effort to be available and accountable to all customers will inspire a sense of trust and loyalty.
Kacak5 Management
Wednesday, 18 November 2009
Sometimes it's better to be an Introvert
Program words of wisdom:-
Always think twice before you say something, because sometimes accident do happen.
One of the company I had worked with did a personally evaluation on Introvert and Extrovert. Briefly, Introvert are rather careful of their actions and took some seconds to process their thoughts before speaking out. Extrovert, on the other hand,are more daring and shoots out immediately what they wants to say. Company having many customers does not share one customer's information to the other and would prefer Introvert to manage confidentiality when dealing with other client.
My jaw drops when a brave extrovert executive says, "we had proven capable of giving 15% discount to one customer Z so this should not be a problem". FYI, customer B usually give 3~5% annual discount was equally surprised.
Here's another joke.
There were these 4 guys --- Mr. Russian, Mr. German, Mr. Kkkkkkkk (not to offend any nationality & Mr. French, who together found this small genie bottle. When they rubbed the bottle, a genie appeared.
Thankful that the 4 guys had released him out of the bottle, he said : " Next to you all are 4 swimming pools, I will give each of you a wish. When you run towards the pool and jump, you shout what you want the pool of water to become, then your wish will come true. "
Mr. French wanted to start. He ran towards the pool, jumped and shouted : " Wine ! " The pool immediately changed into a pool of wine. Mr. Frenchman was very happy, swimming and drinking from the pool.
Next is the Mr. Russian's turn. He did the same and shouted : " Vodka ! " and immersed himself into a pool of vodka.
The Mr. German was next and he jumped and shouted : " Beer ! " He was likewise very contented with his beer-filled pool.
The last is the Kkkkkk (not to offend any nationality). He was running towards the pool when suddenly he steps on a banana peel. He slipped towards the pool and shouted, " Shit !!!!!!!........."
Kacak5 Management
Always think twice before you say something, because sometimes accident do happen.
One of the company I had worked with did a personally evaluation on Introvert and Extrovert. Briefly, Introvert are rather careful of their actions and took some seconds to process their thoughts before speaking out. Extrovert, on the other hand,are more daring and shoots out immediately what they wants to say. Company having many customers does not share one customer's information to the other and would prefer Introvert to manage confidentiality when dealing with other client.
My jaw drops when a brave extrovert executive says, "we had proven capable of giving 15% discount to one customer Z so this should not be a problem". FYI, customer B usually give 3~5% annual discount was equally surprised.
Here's another joke.
There were these 4 guys --- Mr. Russian, Mr. German, Mr. Kkkkkkkk (not to offend any nationality & Mr. French, who together found this small genie bottle. When they rubbed the bottle, a genie appeared.
Thankful that the 4 guys had released him out of the bottle, he said : " Next to you all are 4 swimming pools, I will give each of you a wish. When you run towards the pool and jump, you shout what you want the pool of water to become, then your wish will come true. "
Mr. French wanted to start. He ran towards the pool, jumped and shouted : " Wine ! " The pool immediately changed into a pool of wine. Mr. Frenchman was very happy, swimming and drinking from the pool.
Next is the Mr. Russian's turn. He did the same and shouted : " Vodka ! " and immersed himself into a pool of vodka.
The Mr. German was next and he jumped and shouted : " Beer ! " He was likewise very contented with his beer-filled pool.
The last is the Kkkkkk (not to offend any nationality). He was running towards the pool when suddenly he steps on a banana peel. He slipped towards the pool and shouted, " Shit !!!!!!!........."
Kacak5 Management
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