Thursday, September 9, 2010

# 1 Priority when trying to resolve issues with an unhappy client

Know your client

Twice during my career, being a decision influencer evaluating the continued relationship between my business with a service provider, I have heard people that should know better make a rookie mistake; asking a question that makes it clear they have no idea what we actually do.

If you are scheduled to speak with a valued client, some very basic research is in order. Who are they? Where are they? What do they do? Where are they located.  These are simple things to find out.

Not knowing the answers to these simple questions reflects a lack of care or concern about the client and does nothing to give them any confidence that you are capable or interested in resolving their issues.

Thursday, September 2, 2010

Sage Advice

M, who almost always knows when to go home, works in the same building with a day care.
One the way in each morning she can see the rules posted for the children.
She relayed that one of the rules was a great thing to keep in mind:  Worry About Yourself.

How often in life could stress or unpleasantness be avoided by following this simple rule?
Of course there are always situations where one should try to help others.  But often enough, if we just worry about our own actions instead of nosing into someone else's business, things will be just fine.