Sometimes “Helping” Doesn’t Help at All
Many times when family and friends try to “help” children (ages 13 and up) they are actually making it easier for them never to learn how to help themselves.
This baffling phenomenon is called “enabling,” which takes many forms, all of which have the same effect — allowing a person to avoid the consequences of his or her actions. This in turn allows children to continue merrily along their way, secure in the knowledge that no matter how much they mess up, somebody will always be there to rescue them from their mistakes. (more…)
Ask and You Shall Receive: Perfect the “Art of Asking”
A key part of getting what you want is knowing how to ask for it. And, there are various ideas and strategies that are important in making certain you express yourself clearly and persuasively. Here are nine rules to bear in mind that will help you perfect “The Art of Asking.”
Best Practices: Creating Customer Loyalty
Last week, I launched a mini-RX-series about best practices in customer service that focused on ideas for keeping your employees engaged and happy at work. In this post, I’d like to offer three more ideas to create trust, customer loyalty and keep your customers coming back for more. (more…)
Customer Service Best Practices
A couple weeks ago, I had the opportunity to hold a workshop in beautiful San Juan with the Puerto Rico Hotel and Tourism Association. The best minds on the island came together for my workshop about best practices in customer service. What can your business be doing to enhance your customer service team? What can your team be doing to better serve your guests? Our workshop was buzzing with so many great ideas, I’ve condensed them all into five major categories:
A Cure for “I’m Sorry” Syndrome
Did you ever notice that some people seem to be in a perpetual state of apology?
“I’m sorry I didn’t show up on time.”
”I’m sorry I didn’t call.”
”I’m sorry I didn’t get that done.”
This type of communication typically comes from individuals who are in the habit of making excuses for their actions. They know that they have a commitment they haven’t met, and, instead of facing the music, they choose to say “I’m sorry” to skirt the issue.
Ego-Boosters vs. Ego-Busters
At the most fundamental psychological level, there are, essentially, three kinds of people: Those that see the glass as half-empty, those that view the glass as half-full and those that will argue for hours as to whether it’s a glass at all!
Now ask yourself, which category do you fall into? Do you inflate and encourage – or are you more like a human vortex, a steady drain on emotional resources? Are you a courage-builder or a spirit-sucker? Do your colleagues view you as a burst of upbeat energy – or as a vitality-vampire, sucking the positive lifeblood out of your co-workers? Are you an ego-booster or an ego-buster? (more…)
