It’s a brand new year, and for many of us that means we are trying to figure out how to follow through on our resolutions. How do we work in the activities and goals we have set for this year among all the other stuff we already have going on? We are still trying to get all the wrapping paper and empty bottles out of the house from the holidays, and fretting about our new exercise plan. How are we going to squeeze that in? Who has the time?
The fact is that most people never follow through on their New Year’s resolutions. If it means trying to do something new on a regular basis, most people don’t last a month. One of the primary reasons for this is that it takes so long to acquire a new habit
- it’s much easier just to slip back into our old behavior patterns. Another reason is...
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Many people have made the analogy between negotiation and chess. It seems like such an obvious comparison. In chess, as in negotiation, there is a back-and-forth exchange between two sides. Each move made by the other side will affect your next move, but there are generally a number of ways you could respond to any action they take.
Negotiating, like chess, can a predicable event, with rules, planned moves, and counter-moves. In both chess and in negotiation, those with some experience learn various strategies, and how to work with or against them to reach their ultimate goal...
We all know that what good customer service really boils down to is whatever you do to make the customer happy. Logically, then, it would seem that bad customer service is whatever makes the customer unhappy. When you think of bad customer service, you probably think of someone being rude or dismissive to a customer, but remember that customer service involves the entire customer experience, not just direct interactions with service personnel. A bad experience for the customer can result from a number of poor decisions made by the company, usually in the name of saving money or making a profit.
These corporate policies and practices may result from oversight or inattention on the part of management, or be deliberately put into place. Many such decisions actually make good sense to the bean-counters, but have disastrous effects on your bottom line. Here are the top five bad choices that negatively impact your customer service...
