When Talking to Customers, Be Confident and Show Your Expertise

When Talking to Customers, Be Confident and Show Your Expertise

Attitude and Mindset, Communication, Featured
Are you an expert in your field? If not, why should I use your product or service? Customers expect the best and you give the impression that you can't give it, they will go elsewhere. You need to project the image that you are an expert. That requires using the right words, especially since more and more customer interactions take place through writing (email, live chat, even Twitter). Start the conversation by establishing a personal rapport. Show the customer that you’re listening to their problem or complaint, and then shift to a take-charge attitude, using confident, assertive language. Research shows that customer satisfaction is higher when you avoid deferential words (“afraid,” “mistake”) and use dominant language instead (“must,” “confirm,” “action”). In addition, customers will see you as more helpful if…
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Credibility Is Easily Lost

Credibility Is Easily Lost

Attitude and Mindset, Featured, Improvement
There is very little that is as important to your success as your reputation. Your reputation determines how you are viewed. If people do not think you are credible, they will not believe what you say. While it is easy to destroy your reputation, it is difficult to restore. Here are some things to keep in mind to keep your reputation at its best. Follow through: When you say you are going to do something, do it. You must be true to your word. If for some reason it becomes impossible to do what you said, be honest. Try your best to accomplish the task, but if you can't go to the person and explain why you were unable to do what you said. If you don't know, say so:…
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All The World Is A Stage

All The World Is A Stage

Attitude and Mindset, Featured
In the play, As You Like It, William Shakespeare states, "All the world's a stage and all the men and women merely players." The phrase is meant to compare life to a play, but the line applies to business as well. In business everyone has their role and it takes everybody hitting their mark to make things run. This isn't just about the people but about the businesses themselves. Businesses play different roles at different times. They can partner with other businesses in one area and compete with them in another. They can be benefactors, suppliers, buyers, employers, etc. The roles they play are many and just as each employee, supplier, etc. needs to play their roles for the business to benefit, the business has to play its roles properly…
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Want to Be More Open-Minded?

Want to Be More Open-Minded?

Attitude and Mindset, Featured
Open-mindedness at work — about new products, strategies, business models — is one key to success. But how do you develop it? Research has found there are several things you can do. For one, travel, whether it’s to another country or somewhere closer to home. As you encounter ways of living that differ from the ones you know best, your brain will get better at accepting new approaches and ideas. For a cheaper option, read fiction. Books can train your brain to be curious about others’ experiences and opinions. Another low-cost option is mindfulness meditation, which has been shown to help people be willing to revise their ideas. And if you’re someone who tends to get stuck in their ways, there’s a simple trick you can try: Start sentences with…
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One Of The Most Common Pieces Of Coaching Advice Is Wrong

One Of The Most Common Pieces Of Coaching Advice Is Wrong

Attitude and Mindset, Featured
Coaches say it all the time. It appears in motivational memes on social media. On the face of it the advice makes sense but following it will not lead you to success. In fact, it will hinder you. The motivational statements say things like "Rich people read books, poor people watch television." Another popular one admonishes you to only watch educational television. The upshot of the advice is that any time spent not improving yourself is a waste of time. The problem with this is that following it leads to burnout. You cannot go full tilt for all your waking hours and not burn out. The pressure of not having down time causes many people to quit and ultimately fail. You need to take in a ballgame, watch a movie,…
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If You’re One In A Million There Are 1,000 Like You In China

If You’re One In A Million There Are 1,000 Like You In China

Attitude and Mindset, Featured
We all want to think there is no one else like us. In business there is always someone else that does what were do. What we need to do is figure out how to stand out from the crowd. What sets you apart from everyone else? The key standing out is being your authentic self. The one thing that sets you apart from your competition is you. There may be many people who do what you do, but the combination of what you do, what you believe, and how you act are a combination of traits that are unique to you. Don't just showcase your business. Showcase yourself. People do business with people they know, like and trust. Be that person and stand out.
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Keep Things Fresh By Creating A “New” Day

Keep Things Fresh By Creating A “New” Day

Attitude and Mindset, Featured
We all have things that we have to do on a regular basis. We do them over and over and risk falling into a rut. It's just as easy to fall into a comfort zone and stay there. Whether you're in a rut or staying in your comfort zone, you need to shake things up to get things done. One way to do this is create a "new" day. Pick one day a week. On that day try a new food or go somewhere you've never been. Use this day to take a class and learn something new. The idea is to expose yourself to something new each week on that day. By doing this you keep yourself from falling into a rut. It also helps keep your brain active…
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Has The “Extra Mile” Gotten Shorter?

Has The “Extra Mile” Gotten Shorter?

Attitude and Mindset
When The Modern Observer Group launched a new newsletter a mistake was made. The e-mail system sent the newsletter template out while it was being set up. So a portion of our list received a half done newsletter two weeks before it was supposed to launch. We quickly e-mailed those who received it an apology and explained what had happened. During this I received an e-mail from a woman who was unsure how she got on the mailing list and asked me to contact her, providing her phone number. I called her and had a brief discussion and we figured out what event she had attended that put her on the list. She proceeded to tell me how happy she was that I had called her and how much she…
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It’s Not About Being Liked

It’s Not About Being Liked

Attitude and Mindset, Featured
There have been a number of studies in gender diversity showing that when people to something generally considered to be normal for the opposite gender, they are found to be less likable. This has been cited as something that has to be overcome in the workplace. People need to realize that the behaviors should be acceptable. There is another aspect to this that goes undiscussed. Perhaps people shouldn't be trying so hard to be likable. In my first job as a camp counselor I decided that I didn't care if I was liked, but that it was important to me to be looked on as someone who was very good at his job. I kept the kids in line, did my job, and didn't concern myself with being liked. What…
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Build A Network That Challenges Your Point Of View

Build A Network That Challenges Your Point Of View

Attitude and Mindset, Featured
When your network is mostly people whose backgrounds and skill sets are similar to yours, it’s unlikely to help you find new ideas or creative solutions. Diversify your network by connecting with people whose viewpoints, insights, and experiences differ from your own. When you meet someone new, talk about what you don’t have in common. Ask friends to introduce you to their contacts who have an interesting job or who work in a unique space. In particular, try to meet people who will challenge your assumptions and biases. If you’re struggling to build your network in the usual ways, create a reason to bring a diverse group together. For example, a monthly book club can give you the chance to hear a variety of perspectives, as well as to read authors you…
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