This story is adapted from a Q & A on LinkedIn (Saurabh Kumar). I've changed some of it, but the moral is the same.
"This story is about a man who was selling hotdogs by the roadside. He was illiterate. His ears and eyes had problems. He sold a lot of hotdogs. He was smart enough to offer some attractive schemes to increase his sales. His sales and profit went up. He ordered more and more raw materials and buns. He recruited more supporting staff to serve his increase in customers. He started offering home deliveries. Eventually he bought a bigger and better stove.
His son, who had recently graduated from a prestigious college, joined his father in running the business. Then something strange happened. One day the son asked, "Dad, aren't you aware of the great recession that is coming our way?" The father replied, "No, but tell me about it." The son said, "The international situation is terrible. The domestic situation is even worse. We should be prepared for the coming bad times." The man thought that since his son had been to college, read the papers, listened to the radio and watched TV, he ought to know and his advice should not be taken lightly.
The next day, the father cut down his raw material order and buns, took down the colorful signboard, removed all of his specials and was no longer as enthusiastic. He reduced his staff by giving layoffs. Very soon, fewer and fewer people bothered to stop by his hotdog stand. His sales decreased rapidly, as did the profit.
The father said to his son, "Son, you were right". "We are in the middle of a recession and crisis. I am glad you warned me ahead of time."
How many times do we confuse intelligence with good judgment? Choose your advisors carefully, but use your own judgment. A person or an organization will survive forever, if they have the 5 Cs Character, Commitment, Conviction, Courtesy, Courage."
I've always operated under the belief that we create our own economy. Yes, I read the papers, listen to the news and watch the evening news channels. I hear what they are saying, but I'm choosing not to listen to it. I would perfer, instead, to (metaphorically speaking) keep selling hotdogs as I have done in the past. With continued good service, quality candidates and affordable pricing, we will continue to do business as we have done. Am I being unrealistic? Depends on who you ask. If I react as the business owner did in the story, I may as well pack it in. Or, I can continue to offer clients the same, if not better, service/employees as we have done.
I am going to do my part to keep things rolling forward. I'm done listening to the dismal reports, and instead, will focus on the future of our community. Hotdogs, anyone?
Tuesday, February 17, 2009
Thursday, February 12, 2009
Beware of SCAMS!!
I received an email at 2:21 am this morning, allegedly from one of my potential employees and in part it read, "I'm sorry I didn't tell you I was going to Europe . . . I've lost my purse (and money) and I need $950 wired to me to clear up the hotel bill so I can come home".
Obviously, we've been hearing about scams like this lately, so I wasn't surprised to get one of these. I was, however, surprised that the dollar amount ($950) was SO low that it was almost believeable. Obviously, I didn't send the money, and I notified this person of the email and its' contents.
The irony of that email, to me, is this: Do you think those that are still perpetuating these scams listen to the news or read the papers? For someone who is currently out of work, and desperately looking for something, to be traveling to Europe without letting everyone know is ridiculous. I may have believed it if the email had, instead, read something like, "please send me $45 for my electric/gas bill" or "please send me $30 for groceries". That would have been more realistic and may have, unfortunately, generated responses from some of the recipients.
I'm glad the scammers haven't figured that out yet, and maybe I just gave them the idea. I hope that if someone gets an 'email' from me that says "I'm in Europe and I'm sorry I didn't tell you", they immediately delete it.
If/when I have the wherewithal to go to Europe, believe me, everyone will know about it.
Obviously, we've been hearing about scams like this lately, so I wasn't surprised to get one of these. I was, however, surprised that the dollar amount ($950) was SO low that it was almost believeable. Obviously, I didn't send the money, and I notified this person of the email and its' contents.
The irony of that email, to me, is this: Do you think those that are still perpetuating these scams listen to the news or read the papers? For someone who is currently out of work, and desperately looking for something, to be traveling to Europe without letting everyone know is ridiculous. I may have believed it if the email had, instead, read something like, "please send me $45 for my electric/gas bill" or "please send me $30 for groceries". That would have been more realistic and may have, unfortunately, generated responses from some of the recipients.
I'm glad the scammers haven't figured that out yet, and maybe I just gave them the idea. I hope that if someone gets an 'email' from me that says "I'm in Europe and I'm sorry I didn't tell you", they immediately delete it.
If/when I have the wherewithal to go to Europe, believe me, everyone will know about it.
Wednesday, February 11, 2009
The Six Human Needs of Customers
For inspiration on Customer Service, I turned to my personal favorites, Marilyn Suttle and Lori Jo Vest. I am reprinting an article from their blog, with permission, and I hope you enjoy it as much as I did!
The Six Human Needs of Customers
By Marilyn Suttle
Since the start of mankind, self-help gurus have sought to define what it is that makes human beings tick. I was particularly struck with the list of “Six Human Needs” that Anthony Robbins discusses. Since customers are human beings too, I rewrote the six human needs specifically geared to customers. As you read each customer need, ask yourself – “Do I offer this to my customers?”
1. Certainty – Customers go where they are certain that a service will meet their expectations. When a customer feels certain that your service is predictably fast or friendly, the products will work, the food they order will taste good every time - it adds a level of comfort that puts your business at the top of their list.
2. Variety – It might seem a contradiction, but while customers want certainty, they also seek out variety. A certain amount of uncertainty or mystery adds excitement and adventure to the customer experience. Whether it’s wondering what the “soup of the day” might be, or selecting from an expanded variety of predictably excellent products, customers feel energized when their experience with you brings them a bit of unpredictable delight.
3. Significance – Customers prefer doing business with companies that value them. They can tell when you don’t treat them as if they are important. Offer authentic appreciation for your customers business. Seek out customer feedback to show that customer opinions matter to you. When you respond to their feedback it makes an even bigger positive impression that will keep customers coming back. What you focus on expands. Describe what your customer does that makes it a pleasure to work with them.
4. Connection – Do your customers feel like they are part of the community of your business? In other words, do they have a sense of belonging? Emotional connection drives decisions. Making eye contact and offering a greeting the moment your client walks through the door makes an instant connection. Taking a person down the aisle to find a product is more connecting that simply telling them – “It’s down aisle five.” Develop a professional relationship with your clients rather than an impersonal exchange. Customers want to feel cared for and cared about. People prefer to do business with people they like.
5. Growth – To improve and excel is an uplifting experience. Do you educate your customers and help them become better at using your products or services? Make it easy for your customers to gain competencies by offering an educational component to your business. Notice where it could be helpful to offer instruct or an in depth special report. Encourage your sales and training staff to offer added information that will help customers gain insights. This is the age of the educated consumer, when you contribute to their growth, you become a trusted resource.
6. Contribution – Customers are people, and people have a natural desire to make a difference. Thank your customers for getting their paperwork in on time, or for responding quickly to your follow-up email or phone calls. Put their contributing behaviors into words. Acknowledge their part in the process of a job successfully done. Let them know how much it helped you to do a good job for them by experiencing their accuracy, friendliness, or follow through.
What do you think? What will you do this week to apply one of the six human needs of customers? How might doing so improve your business?
Written by Marilyn Suttle on her customer service blog www.LoveThemUp.com. Marilyn Suttle and Lori Jo Vest coauthored: Who’s Your Gladys: How to Turn Even Your Most Difficult Customer into Your Biggest Fan – release date is projected September 2009. Email her at Marilyn@MarilynSuttle.com.
The Six Human Needs of Customers
By Marilyn Suttle
Since the start of mankind, self-help gurus have sought to define what it is that makes human beings tick. I was particularly struck with the list of “Six Human Needs” that Anthony Robbins discusses. Since customers are human beings too, I rewrote the six human needs specifically geared to customers. As you read each customer need, ask yourself – “Do I offer this to my customers?”
1. Certainty – Customers go where they are certain that a service will meet their expectations. When a customer feels certain that your service is predictably fast or friendly, the products will work, the food they order will taste good every time - it adds a level of comfort that puts your business at the top of their list.
2. Variety – It might seem a contradiction, but while customers want certainty, they also seek out variety. A certain amount of uncertainty or mystery adds excitement and adventure to the customer experience. Whether it’s wondering what the “soup of the day” might be, or selecting from an expanded variety of predictably excellent products, customers feel energized when their experience with you brings them a bit of unpredictable delight.
3. Significance – Customers prefer doing business with companies that value them. They can tell when you don’t treat them as if they are important. Offer authentic appreciation for your customers business. Seek out customer feedback to show that customer opinions matter to you. When you respond to their feedback it makes an even bigger positive impression that will keep customers coming back. What you focus on expands. Describe what your customer does that makes it a pleasure to work with them.
4. Connection – Do your customers feel like they are part of the community of your business? In other words, do they have a sense of belonging? Emotional connection drives decisions. Making eye contact and offering a greeting the moment your client walks through the door makes an instant connection. Taking a person down the aisle to find a product is more connecting that simply telling them – “It’s down aisle five.” Develop a professional relationship with your clients rather than an impersonal exchange. Customers want to feel cared for and cared about. People prefer to do business with people they like.
5. Growth – To improve and excel is an uplifting experience. Do you educate your customers and help them become better at using your products or services? Make it easy for your customers to gain competencies by offering an educational component to your business. Notice where it could be helpful to offer instruct or an in depth special report. Encourage your sales and training staff to offer added information that will help customers gain insights. This is the age of the educated consumer, when you contribute to their growth, you become a trusted resource.
6. Contribution – Customers are people, and people have a natural desire to make a difference. Thank your customers for getting their paperwork in on time, or for responding quickly to your follow-up email or phone calls. Put their contributing behaviors into words. Acknowledge their part in the process of a job successfully done. Let them know how much it helped you to do a good job for them by experiencing their accuracy, friendliness, or follow through.
What do you think? What will you do this week to apply one of the six human needs of customers? How might doing so improve your business?
Written by Marilyn Suttle on her customer service blog www.LoveThemUp.com. Marilyn Suttle and Lori Jo Vest coauthored: Who’s Your Gladys: How to Turn Even Your Most Difficult Customer into Your Biggest Fan – release date is projected September 2009. Email her at Marilyn@MarilynSuttle.com.
Monday, February 9, 2009
Responsible Job Searching
"Accountability breeds response-ability." – Stephen E. Covey
In this employers’ market, it is critical for those looking for positions to take responsibility for their actions. Being accountable for your submittal, your resume and the information in it is an immediate reflection of you, the potential employee.
Employers are receiving on average 400 – 700 resumes depending on the opening. Immediately discounted are those responses in which the candidate did not follow directions. Just an oversight on your part? Maybe, but that oversight may have cost you the position.
In talking with other recruiters, here are some of the most common ‘errors’ that may knock you out of the running:
1. Your cover letter, or introductory email, is addressed to the wrong person, wrong company and for the wrong position. Attention to detail is critical here. Some recruiters will even respond to you, letting you know you made the error. Acknowledging their response, and resubmitting the resume is a great idea. Doing nothing on your part is not the way to go.
2. Providing the information requested in the job posting. If the posting says to ‘respond with #28574 in the subject line’ then do so. Not putting that in may discount you immediately as you either did not read the posting clearly, or chose not to do it. Either way, it goes to ‘attention to detail’ and ‘ability to follow directions’.
3. Not providing salary requirements when asked to do so. While your salary requirements may or may not meet that of the available position, if you don’t provide them upon request, you will never know. There is another qualified candidate who did provide the information and may be moving on to the next level.
4. Cute or offensive email addresses. Create a new email address specifically for your job search if necessary. You are applying for a job here, not trying to hook up with someone. Some recruiters, or hiring managers, may bypass your resume based on this alone.
5. Submitting resumes with limited contact info. Omitting your name on a resume is a critical mistake on the part of the job seeker.
6. When returning a phone call and have to leave a message, make sure you speak slowly and clearly, including first and last name, as well as your phone number. If you just say, ‘this is Linda’, they could have called three other Linda’s that day and won’t be able to distinguish who you are. Don’t give them a reason not to call you back.
While the ultimate decision is up to the recruiter or hiring manager, you can help yourself make it through the initial phases by paying attention and following directions. By being responsible, you just may increase your ‘response-ability’.
In this employers’ market, it is critical for those looking for positions to take responsibility for their actions. Being accountable for your submittal, your resume and the information in it is an immediate reflection of you, the potential employee.
Employers are receiving on average 400 – 700 resumes depending on the opening. Immediately discounted are those responses in which the candidate did not follow directions. Just an oversight on your part? Maybe, but that oversight may have cost you the position.
In talking with other recruiters, here are some of the most common ‘errors’ that may knock you out of the running:
1. Your cover letter, or introductory email, is addressed to the wrong person, wrong company and for the wrong position. Attention to detail is critical here. Some recruiters will even respond to you, letting you know you made the error. Acknowledging their response, and resubmitting the resume is a great idea. Doing nothing on your part is not the way to go.
2. Providing the information requested in the job posting. If the posting says to ‘respond with #28574 in the subject line’ then do so. Not putting that in may discount you immediately as you either did not read the posting clearly, or chose not to do it. Either way, it goes to ‘attention to detail’ and ‘ability to follow directions’.
3. Not providing salary requirements when asked to do so. While your salary requirements may or may not meet that of the available position, if you don’t provide them upon request, you will never know. There is another qualified candidate who did provide the information and may be moving on to the next level.
4. Cute or offensive email addresses. Create a new email address specifically for your job search if necessary. You are applying for a job here, not trying to hook up with someone. Some recruiters, or hiring managers, may bypass your resume based on this alone.
5. Submitting resumes with limited contact info. Omitting your name on a resume is a critical mistake on the part of the job seeker.
6. When returning a phone call and have to leave a message, make sure you speak slowly and clearly, including first and last name, as well as your phone number. If you just say, ‘this is Linda’, they could have called three other Linda’s that day and won’t be able to distinguish who you are. Don’t give them a reason not to call you back.
While the ultimate decision is up to the recruiter or hiring manager, you can help yourself make it through the initial phases by paying attention and following directions. By being responsible, you just may increase your ‘response-ability’.
Friday, February 6, 2009
What is your style of dress?
Styles of dress can vary dramatically from one person to the next. Without realizing it we are sending a message to a prospective employer by our dress the second we walk into the office. Rule of thumb for an interview? Business Professional. The experts say there is NO exception to this rule if you want to work in the business world. But is your perception of "Business Professional" the same as those experts?
Below is a summary of some different styles of dress and whether or not they are appropriate for an interview. Please keep in mind the descriptions below are for interviews for office positions.
BUSINESS PROFESSIONAL - A business suit. NO exceptions. Either pants or skirt is acceptable as long as the jacket matches the other piece. For an interview, 'separates' are not considered business professional, no matter how good the outfit looks. Simple shoes, simple jewlery, simple makeup, simple hair are all the perfect compliment to the crisp, clean lines of a business suit. This type of dress should be mandatory for interviews. A dress, as opposed to a business suit, is NOT considered Business Professional and should never be worn to an office interview.
BUSINESS READY - One step below the Business Professional level. This would include the same hair, makeup, shoes (no open toes or sandals) and jewlery as the previous level, but it would allow for separates. This type of dress would be appropriate if the potential employer says 'we are business causual' or 'we don't dress up'. That is the only time dressing in anything less than a suit would be acceptable for an interview. This level, or Business Casual, is one in which wearing a dress with a jacket would be considered appropriate.
BUSINESS CASUAL - Dress shirt or sweater and slacks. No khakis or jeans in a business casual environment. This type of dress is NEVER acceptable for an interview.
CASUAL - Anything less than Business Casual is considered 'Casual'. This category would include whatever you would wear to the grocery store, running errands or on the weekends. This type of dress is NEVER acceptable for an interview.
WHAT NOT TO WEAR - Ripped jeans, anything that shows skin or undergarments, flip flops or other outdoor footwear, visible tattoos or piercings, sweat suits of any kinds, clothing with any sort of writing on it, incorrectly sized clothing, evening wear (bar or dressy) or clothing that your son/daughter would wear.
Your dress is a reflection of your work, at least in the minds of a prospective employer. How do you want to be perceived?
Below is a summary of some different styles of dress and whether or not they are appropriate for an interview. Please keep in mind the descriptions below are for interviews for office positions.
BUSINESS PROFESSIONAL - A business suit. NO exceptions. Either pants or skirt is acceptable as long as the jacket matches the other piece. For an interview, 'separates' are not considered business professional, no matter how good the outfit looks. Simple shoes, simple jewlery, simple makeup, simple hair are all the perfect compliment to the crisp, clean lines of a business suit. This type of dress should be mandatory for interviews. A dress, as opposed to a business suit, is NOT considered Business Professional and should never be worn to an office interview.
BUSINESS READY - One step below the Business Professional level. This would include the same hair, makeup, shoes (no open toes or sandals) and jewlery as the previous level, but it would allow for separates. This type of dress would be appropriate if the potential employer says 'we are business causual' or 'we don't dress up'. That is the only time dressing in anything less than a suit would be acceptable for an interview. This level, or Business Casual, is one in which wearing a dress with a jacket would be considered appropriate.
BUSINESS CASUAL - Dress shirt or sweater and slacks. No khakis or jeans in a business casual environment. This type of dress is NEVER acceptable for an interview.
CASUAL - Anything less than Business Casual is considered 'Casual'. This category would include whatever you would wear to the grocery store, running errands or on the weekends. This type of dress is NEVER acceptable for an interview.
WHAT NOT TO WEAR - Ripped jeans, anything that shows skin or undergarments, flip flops or other outdoor footwear, visible tattoos or piercings, sweat suits of any kinds, clothing with any sort of writing on it, incorrectly sized clothing, evening wear (bar or dressy) or clothing that your son/daughter would wear.
Your dress is a reflection of your work, at least in the minds of a prospective employer. How do you want to be perceived?
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