Leaders Must Lead: The Three "F's" of Leadership

There comes a point in every relationship, organization, business, and related activity when leaders must lead. The various teams have done their designing. The committees have reviewed it. Management has approved it. Now, it is time for leaders to take control and execute it. This is true whether we are talking about building a rocket ship or selling a house; once plans are made they have to be executed.

Leaders are the people that make it happen. They execute the plans and insure the goals are met. Whether they are leaders of a large group of fellow associates or they are an individual performance leader, such as sales leader, they set the pace and standards of the job to be done.

Leaders accomplish this through other people. A team leader will guide and direct his team insuring all the members maintain their focus on achieving the desired results. A sales leader will work with all parties of a transaction to insure they stay focused on making the transaction. The primary function of leadership in any situation involves working with and through other people to achieve the results of the goal.

Working with and through other people can be challenging but that is why you are the leader. As a leader it is important to learn and apply the three F’s of leadership in all their work relationships and interactions with other people. A leader should treat everyone with respect by being:

1. Fair

2. Firm

3. Frank

Fair

Your reputation is one of the most important assets you have. How people perceive you will determine how willing they are to work with you. As a team leader a positive reputation will make your associates put out the extra effort needed to accomplish any goal. As a sales leader your reputation will bring business and clients to you.

Being fair is simply treating all people the same. If people know they can trust you they will want to work with you. Be honest with all parties and work for a win-win solution to any problems that arise.

Make time for all your associates and business partners. This will go a long way to helping you achieve the reputation of being fair. Showing favoritism in any business relationship can have strong negative consequences.

Even in businesses where professional and corporate guidelines/rules appear to restrict your relationship with one party or the other in a business transaction you can still be fair in your actions. Be honest. If you cannot do something tell the party you cannot. By following the guidelines to the letter you are maintaining your fairness in the business relationship. Simply applying the rules equally to all parties with fairness and honesty helps you achieve your goals.

Firm

In the old days when you said a leader was firm you meant he ruled with an iron fist. There are still times when a leader has to be strict but being firm means more than this. It means being a decisive leader, one who can make a decision and follow through with it.

When being firm you need to stick to your principles and company policies/rules in all your business relationships. Don’t be indecisive when it comes to doing what is right or wrong. Let your principles and policies guide you in your decisions and how you implement actions.

When you make a decision stick with it, don’t be wishy-washy about it. You are not a “yes person” but you are the leader and at times it is your job to make the hard choices that are necessary to accomplish the goal.

Being firm also means when your decision or plans need to be changed you change them. But, you base the need to change on the facts needed to reach your goal. A good leader knows when and how to be flexible and adaptable.

Be open the suggestion, ideas, guidance and advice. A good leader does not make decisions in a vacuum but in the end a good leader makes the decision.

Frank

A good leader is an honest leader. His very principles demand truthfulness and honesty. He shares all the facts that he can with his team and/or clients to help them accomplish the goal.

When working in a team environment a good leader deals with all situations with truthfulness whether with the team or an individual. If praise is justified he gives it honestly and freely. If correction is needed he handles it with the same frankness, dealing with facts.

An individual leader such as a sales leader is frank with his associates and clients. He gives them all the facts, both good and bad, so they can make the best decision for their goals.

By following the three “F’s” of leadership a good leader will find the interaction with fellow associates and clients easier and more rewarding. Developing a reputation of being fair, firm and frank in your business relationships will help move you from being a good leader to being a great leader.

 

 

 

 

 

 

 

 

 

Interviewing: Asking the Right Questions – When Yes and No Is Not Enough

Have you ever finished an interview and realized you don’t know any more about the person or event than you did before you started. How would you rate the interview, pass or fail?

Before I realized what I was doing wrong, this happened to me all too often. Whether you are interviewing a new employee candidate, a potential client in real estate, a service provider professional or your children, the type of questions you ask will determine the answers you get.

Early on in my career I learned there is a simple solution to this problem. The key to a successful interview is not to ask “yes or no” questions. Simple, but listen to yourself the next time you interview someone.

If you ask only yes or no questions you will only get yes or no answers. When I am on the other side of the table I have been taught not to provide too much information and I love yes and no questions. All I have to do is answer the question and I have provided the interviewer with exactly what he asked, albeit not what he may have wanted.

Never ask a yes and no question, always ask for more information, opinions, descriptions, explanations, etc.

Let’s look at some examples:

A. Have you ever been terminated or laid off from a job?

B. Explain why you left your last 3 places of employment?

 

A. Do you want to sell your house?

B. Why do you want to sell your house?

 

A. Did you see the accident occur?

B. What did you see happen?

 

A. Can you cut down the tree in my yard?

B. How would you cut down this tree hanging over my house?

 

A. Did you kick your brother?

B. Why did you kick you brother?

 

Even though these are simple examples you can see where in each case the “B” question will provide you with a better picture and more information from which you can form an opinion.

Yes this is a simple solution but as I said earlier listen to the questions you ask and I believe you will be amazed at how many are yes and no questions. I still have to watch myself to avoid this trap and practice it every day. When I do it right it makes my job a lot easier and successful.

 

 

 

 

 

 

 

 

 

 

Advice From My Mentor - Bad Employees



Throughout my career I have had lots of people give me words of advice on how to enhance my career and how to be a better manager. Some of it has gone in one ear and out the other but a lot of the advice has been beneficial and helped my career and management development. Here is one of those great words of wisdom that has stuck with me over the years.

“There is no such thing as a bad employee, only bad supervisors!”

In the 1970’s I was working for Kraft Foods and starting my career in management as a first line supervisor. The plant manager for that facility, Tony, was one of my mentors that I still find myself quoting all the time. This was one of his favorite Tonyism’s, my term for his sayings, that he would tell the supervisors every time they brought up an employee issue.

I remember getting so mad when he said this to me because I had come to him looking for a solution, not to hear how bad of a supervisor I was. Fortunately he was very understanding and would sit and talk me through the issue. I soon came to realize this was his whole point in making the statement, to get me to think and work through the issue.

Over the years I began to understand the deep meaning of the statement and began applying it to my management skill set. There are two broad lessons that can be learned from this statement.

The first is that new employees do not come to work on their first day with the preconceived notion that “I am here to goof-off and cause trouble.” They come to work with high hopes and optimism of doing a fair days work for a fair days wage. They are taught, on the job, how to be a bad employee. No, this is not part of their orientation or part of the supervisor’s training program, but it is there. They learn it from the attitude of other employees and the general work ethic of the facility.

How does this apply to management? When management allows a negative environment to foster in a work place then they are responsible for the outcome, thus it is not due to bad employees but to bad supervision. Address issues and do not let them grow and take root in your organization and you will find you have fewer “bad employees.”

The second lesson to be learned, from this Tonyism, is associated with the first and that is to take action. If an employee starts to have performance issues it is up to the supervisor to address the issue with the employee and not let it continue to grow worse. Most performance issues have a root-cause that may or may not be associated with the job. By addressing the issue early and helping the employee see the problems that are occurring; you may be able to uncover the root-cause and to turn the performance issue around with minimal intervention. One thing I have learned over the years is ignoring issues will not cause them to go away.

Our job as managers is to develop employees and help them achieve their work related goals. By working with our employees we can develop a positive and productive work relationship that will be beneficial to both the employee and the organization. Also, remember it is hard to achieve your goals without the willing and positive support of your staff; they can make or break you.

Throughout the years I have found myself using the same statements that my mentors would say to me in various business situations. Now I have an advantage in that I know they work and have benefits in all areas of business life.

 

 

 

 

 

New Book Cover -- Problem Solving: Dealing With Employee Issues by Larry B. Gray



My new book cover for Problem Solving - Dealing with Employee Issues. Available on Amazon, Barnes and Noble, Smashwords, Kobo, and many other ebook websites.


Click Here to order your copy of Problem Solving from Amazon.


No Kindle - No Problem -- Click Here to order your version from Smashwords

Interview by Author Roy Murry

I was recently interviewed by Author Roy Murry on his website, "Murry Reviews and Interviews." I know it is just my over-inflated ego but I did like the lead-in he posted on social media, "Larry B. Gray, author, reviewer, business innovator, and blogger is interviewed on Connie’s Brother’s Blog."

Be sure to check out the article and all the other great reviews and interviews on Roy's site. Just click on the link below.

Thanks Roy, for all your support.




Click here to read the full interview by Author Roy Murray.

Decision Makers Need to Make it Happen

This is one of my older post which needs to be revisisted from time to time.

Decision Makers Need to Make it Happen

 

In today's business environment teams, groups and committees are all the rage of the modern corporate structure. It is all about empowerment and flattening out the hierarchy and with more acronyms describing how to do it than grains of sand in an hour glass. Every year new gurus come out with their programs, which are just warmed over last year’s programs, but with a few new letters put together to make the latest and greatest acronym ever. Yet, sometimes you have to step back and remember past advice and apply it today.

When I thought of myself as a young corporate ladder climber and the team concept of management was just starting I had a manager who gave me two pieces of advice on how to implement these practices.

1. “A committee of 3 gets more done when 2 people are absent.”


2. “You don't call a committee to kill a rattlesnake, just kill it.”


In our daily business lives there are times we just need to make a decision. Not stand around and wait for others and see which way the wind is blowing. There comes a time when we need a decision maker who can step up and is not afraid to make decisive decisions. True leaders in business are becoming a rarity. I believe this is in part due to the way we are teaching our young people that everyone is equal and everyone deserves a trophy even if they lose. Leaders lead and should be recognized as such.

In the end we are the only ones responsible for our success or failure and as leaders it is time for us to step up and lead in our area of expertise.

Make it Happen Today!

My Leadership Guides are 99¢ for a limited time.

My Leadership Guides are 99¢ for a limited time.

 

Amazon Kindle: http://www.amazon.com/Larry-B.-Gray/e/B006BX9JVG/ref=ntt_athr_dp_pel_pop_1 …

 

Smashwords: http://www.smashwords.com/profile/view/Larrygraysells …

Not Politically Correct

Not Politically Correct

The other day I had to prepare a short talk to give at a meeting. It wasn't that difficult to prepare because it was a subject familiar to me.  But the length and time is always a concern.

Many moons ago when I was taking Agriculture 1 as a freshman at Aurora High School in Aurora NC we had a short chapter on public speaking. Our teacher, Finnly Lewis, gave this simple rule which has stuck with me and guided me in every speech I have made:

"A speech should be like a woman's dress, long enough to cover the subject, but short enough to keep the interest."

Get Your Copy Today at: http://www.amazon.com/I-Have-Give-Speech-ebook/dp/B0068PH6IK/ref=sr_1_1?ie=UTF8&qid=1322485409&sr=8-1

CYA - The Basic Rule of Leadership

CYA – The Basic Rule of Leadership

While attending Florida Southern College I took a night class entitled “Industrial Psychology.” The teacher was a retired Vice President of Human Resources for a major international heavy equipment manufacturer. The first day of class he walked into the room, went to the blackboard and wrote in large letters “CYA”. He then told us if we did not learn anything else in his class we would learn what CYA meant.

He went on to explain that in the real world of business this is one of the most important and basic rules to success and survival. Whether you find yourself in a positive or negative position, using CYA gives you an advantage over your competition. In all areas of business you needed to CYA or Cover Your Ass.

Every class after that he wrote CYA on the board and left it up for the entire period. Then he taught the fundamentals of industrial psychology while weaving in his own personal experiences. Throughout the class he referred to the board and ask, "How can you apply CYA to this situation?"

When broken down CYA involves two processes.

1. Documentation
 

2. Follow-up

Documentation

Documentation is simply “put it in writing.” Whether it involves communication or an event, write down what was said and/or what happened. Too often not remembering exactly what happened or what was said results in a totally different outcome than what you expected.

In a conversation what was heard by one party may not be what was said by the other. Often the conversation is held in a noisy or busy area with lots of distractions. Other times the conversation is held while one or both parties are in a hurry and there is no true communication occurring.

To help avoid misunderstanding take notes during the conversation or as soon as possible after the conversation write down what was said. I have always carried a little note pad in my pocket to jot down memory notes to be used later to help retain or recap the conversation. Often when I get a few minutes I will send a note by email to the other party summarizing the conversation. This will also serve a record that we had the conversation.

At times I have kept a business journal or log of my daily activities. This is a great tool for keeping notes on the day’s events and important communications. Several months later if you have to review an event you will be glad you have this information documented.

Another good habit to get into is to save all correspondences in a file. You never know when you may need it. This is one of the great things about email. It is a written record and easy to save.
 
Follow-up

One of the phrases I hate to hear from one of my managers is, “I assumed ….” I was taught very early in my business career the old adage that when you assume, you make an “ass-u-me” and I get very upset when it happens to me. This can easily be avoided by learning to follow-up on events you are involved with.

If you make an assignment don’t assume it will be done, follow-up.

If you have assignments don’t assume you have done it correctly, follow-up.

If you are involved in communication with another person don’t assume there is an understanding of what was said, follow-up.

If you do anything, take the time to follow-up to insure it is done correctly. This extra step in your work process can eliminate a lot of wasted steps in the future.

If you write it, proofread it, another form of follow-up. Years ago I asked my assistant to type a letter to the Vice President of Operations of the company I worked for telling him of the production record that was broken the previous night by our second shift team. She typed it up and brought in for me to sign and I did.

Several days later I got a call from the VP asking if I had read the letter I had signed before I sent it. I learned a big lesson on follow-up that day. I pulled out my copy of the letter and read where she wrote, “The second shift set a new production standard for the operations.” The problem was she had left the “f” out of shift. Needless to say I now read what I sign.

It may sound like you are being paranoid by keeping all of these notes and constantly checking up on people, but it is not. It is a valuable tool to help make you a better leader and manager. It will help you evaluate your past performance and help you make plans for future improvements. By applying CYA in all areas of your work you will reap the benefits.

So, everyday “Cover Your Ass.”

(First published April 2011)

Preparing for that Big Interview

Finally, it has finally happened! Your stellar resume and cover letter has landed you an interview. Now what? This is the moment you have been waiting for, the moment when you can sell yourself and get that dream job.

A successful interview is divided into two parts: the preparation and the actual interview. Each part requires time and effort.

Remember an interview is a two-way street. Not only are you being interviewed by the company but you are also making a decision if you want to work for them.

Prior to the interview, research the company and learn as much as you can about the following.

- Its history.

- Its Mission Statement and goals.

- Its philosophy about its people, the community and the environment.

- Its products, services and markets.

- Its locations.

This information will help you shape your answers to the interviewer’s questions. It will make you appear really interested in the company and the position.

You also need to research how to be interviewed and what are typical questions asked by potential employers. The internet provides many examples of interview techniques and sample questions. Practice your answers to the basics questions and always mold your answers to fit the employers’ philosophy wherever possible. You will find it easier to answer the hard questions when asked.

Review your resume and be prepared to expound upon each of your bullet points.  Most interviewers will ask you to elaborate on your accomplishments and successes. This is a time for you to brag.

Another key element to the interview is your appearance. Remember the old rule of “Dress for Success.” It is true that most interviewers form a lasting opinion of you in the first few seconds of meeting you based on your appearance. Here are a few tips.

- You need an interview outfit.

- It should be conservative, tasteful and not a fashion statement.

- It should be appropriate to the job level to which you are applying.

* I recommend dressing one level above.

* Business casual will be appropriate for most non-executive job      interviews.

- Wear appropriate shoes.

* Polished and clean.

* No tennis shoes, flops, or casual sandals.

* Depending on the nature of the job, ladies may want to avoid wearing high heels. This is for safety reasons if there is a facility tour.

- Limit jewelry and especially limit cologne.

Arrive on time. Being late is the kiss of death for an interview. If you are running late call and let them know.

Now all you have to do is WOW them with your brilliance.

Order your copy of How to Find a Job by Larry B. Gray today:

Amazon Kindle Version

All other Versions

Using Props during a Presentation – The Wow Factor

Using Props during a Presentation – The Wow Factor

(An excerpt from I Have to Give a Speech – Now What by Larry B. Gray)

With the advent of computer generated presentation software such as Microsoft PowerPoint it is now easier to make a professional presentation. Speakers now have the ability to present a lot of information in a format that emphasizes and reinforces their message.

This has also created a phenomenon that I call the “Wow Factor.” It can have a positive or a negative effect on the message. One negative effect can occur when the speaker has added so much “razzle dazzle” to the material being displayed that it distracts the audience from the true message.  When the audience is more interested in the display they tune out the speaker and miss the key points.

Here are a few tips to help improve your next presentation:

Follow the KISS principle, Keep It Simple Stupid. Try not to make it more complicated than it has to be.

Avoid the temptation to WOW.

Keep your presentation slides as simple as possible. 

Use large and legible fonts.

Spell Check!!

Practice with your slides.

Keeping it simple means don’t overdo it. Cover your subject and make your slides interesting but relevant. It is easy to over describe a topic when one or two sentences and/or slides have covered it. Don’t lose your audience by boring them with needless information.

When you over emphasize the “Wow Factor” you run the risk of causing two problems. Your audience may become more interested in your slides than in you and too much “Wow” may be mistaken for a lack of knowledge of the subject. Be sure your slides emphasize the subject of the presentation without distracting from it.

There is also the temptation to put too much data on a single slide. This can make the slide unreadable or confusing.  Remember, your audience is trying to read the data from a distance and too much data will make the slide look jumbled.

Order Your Copy of  I Have to Give a Speech – Now What by Larry B. Gray

Kindle Version - http://www.amazon.com/I-Have-Give-Speech-ebook/dp/B0068PH6IK/ref=sr_1_2?ie=UTF8&qid=1342783975&sr=8-2&keywords=larry+b+gray

All Other Versions - http://www.smashwords.com/books/view/169103

Now Available at Smashword.com in Most Digital Formats

“I Have to Give a Speech - Now What” by Larry B. Gray

“I have to speak in front of how many people?” This realization sends chills through the toughest and smartest people. The fear of public speaking is real and we all face it at one time or another. Here are some simple tips to help you prepare and deliver your message.

Order Your Copy Today:   http://www.smashwords.com/books/view/169103

Wow! What A Sale! FREE!!!

Wow! What a Sale! FREE!!!!  Today March 6, 2012, through Saturday, March 10 I am giving away FREE copies of my book “Problem Solving – Dealing with Employee Issues”. To download your FREE copy go to Amazon.com or click on the button below. 

After you have read the book, if you are so inclined, go back to book page on Amazon.com and write a short review. This will be greatly appreciated. But, no matter what get your FREE copy today.

PRICE REDUCED - I Have To Give A Speech - Now What

Just Reduced - For a short time Now ONLY 99¢ on Kindle.  Get your copy now while the price is this low.





“I have to speak in front of how many people?” This statement will send chills through the toughest and smartest people. The fear of public speaking is real and we all face it at one time or another. Here are some simple tips to help you prepare and deliver your message.




Get Your Copy Today at: http://www.amazon.com/I-Have-Give-Speech-ebook/dp/B0068PH6IK/ref=sr_1_1?ie=UTF8&qid=1322485409&sr=8-1
 
 
 
 
 
 
 
 
 
 

I Have To Give A Speech - Now What by Larry B. Gray



“I have to speak in front of how many people?” This statement will send chills through the toughest and smartest people. The fear of public speaking is real and we all face it at one time or another. Here are some simple tips to help you prepare and deliver your message.




Get Your Copy Today at:   http://www.amazon.com/I-Have-Give-Speech-ebook/dp/B0068PH6IK/ref=sr_1_1?ie=UTF8&qid=1322485409&sr=8-1

How To Find A Job - by Larry B. Gray



Over the past several weeks I have been coaching a recent college graduate on how to find a job. It is amazing and frustrating to me at how unprepared most college graduates are when it comes to finding a job after graduation. But, when I think back I was totally unprepared for the realities of looking for a job when I graduated from school.


With the constant change in the way we exchange information and conduct business today it is hard to keep up with all the new tricks to finding jobs. From massive job sites such as Monster and other electronic job bulletin boards, to social media, the landscape of finding a job is constantly changing. Even with this, the simple basic rules still apply and must be adhered to.

Let’s discuss some of the basics to conducting a job search and landing that perfect job. Some of the information that will be covered will be:

- How to conduct a job search.

- How to write a resume.

- How to write a cover letter.

- How to handle the interview.

- How to follow-up

 
Get your copy today at http://www.amazon.com/How-Find-Job-ebook/dp/B0069995C0/ref=sr_1_6?ie=UTF8&qid=1322485081&sr=8-6

My First Two Booklets and Now the Wait

Last week I published my first two short booklets on Amazon.com in an e-book format. It is neat and nerve wracking waiting and wondering if anyone will actually read them.

They deal with a practical approach to issues we face in our business and personal lives. They are written based on my experiences of what works and what does not. They offer easy to follow, simple steps to help you obtain the results you want.

I Have to Give a Speech

(http://www.amazon.com/I-Have-Give-Speech-ebook/dp/B0068PH6IK/ref=sr_1_2?ie=UTF8&qid=1321897860&sr=8-2 )


“I have to speak in front of how many people?” This statement will send chills through the toughest and smartest people. The fear of public speaking is real and we all face it at one time or another. Here are some simple tips to help you prepare and deliver your message.



How to Find a Job

(http://www.amazon.com/How-Find-Job-ebook/dp/B0069995C0/ref=sr_1_2?s=digital-text&ie=UTF8&qid=1321897927&sr=1-2 )


Over the past several weeks I have been coaching a recent college graduate on how to find a job. It is amazing and frustrating to me at how unprepared most college graduates are when it comes to finding a job after graduation. But, when I think back I was totally unprepared for the realities of looking for a job when I graduated from school.

With the constant change in the way we exchange information and conduct business today it is hard to keep up with all the new tricks to finding jobs. From massive job sites such as Monster and other electronic job bulletin boards, to social media, the landscape of finding a job is constantly changing. Even with this, the simple basic rules still apply and must be adhered to.

Let’s discuss some of the basics to conducting a job search and landing that perfect job. Some of the information that will be covered will be:

- How to conduct a job search.

- How to write a resume.

- How to write a cover letter.

- How to handle the interview.

- How to follow-up



Now I wait for all the glowing reviews and royalty checks.

First Class Email - Can You Spare A Dollar

One of the great outcomes of the computer age is email. It has done more to revolutionize communications than anything else since the invention of the telephone. This is especially true in the world of business.

It has resulted in instantly documented communications which has helped clarify and promote business activities. Email provides a quick response to business opportunities, helps reduce confusion and reduces mistakes in the execution of business plans.

With all its merits email still has problems and the biggest is people. The lack of etiquette in the use of email in the business arena is unbelievable. Here are just a few of my pet peeves about email misuse.

Email was originally designed as a means to convey short messages quickly and efficiently. This still is its primary purpose. The problem arises when people try to write an epistle when they send an email.

An email should be brief and covering just the facts, you should not have to search for the point of the message in a long flowing commentary. Use the subject line to clearly state the subject of the message. If you feel you need to give more information, do it in a document and add it as an attachment to the email while keeping the email as a summary note.

Even though it is a short message you still need to adhere to all writing protocols and be grammatically correct. Do not use email shorthand such as acronyms and company slang when writing emails. You should not assume your reader knows what the shorthand means. The purpose of the email is to accurately and clearly communicate information. This is especially true when sending emails outside of your company. Remember your email reflects not only on you but also your company.

One other comment on writing an email, check your spelling. Spelling errors and errors in grammar can be extremely frustrating to the reader. They also make you look bad and less intelligent to the reader. Plus, you don’t know who the email may be forwarded to.

One of my other big “peeves” with email involves the “Copy” button and the “Reply All” button. When you write and send messages think carefully about who you copy on the message. Ask yourself, “Do they really need to know this information?” The reason for this is simple courtesy and the fact that people get so many emails every day. Send your message to people who really need the information and not to everyone in the office.

The same guidelines should be used when replying to emails. You do not have to reply to every person who was on the original copy. As an example, the other day I received an email from my manager notifying me he was going to be on vacation next week. He copied all the appropriate people in the company. Within fifteen minutes I had twenty-five additional emails in my in-box wishing him a good trip. I really don’t need to know you are “kissing up to the boss”. Use the “reply” button, not the “reply all”.

If you are worried about whom to copy or reply to then use this simple guideline to help you decide; would I pay for a First Class Stamp to send this note to them? If they are not worth a First Class Stamp the odds are they do not need a copy.

These are just a couple of my pet peeves on emails and there are many more. They all come down to the use of basic common sense and business etiquette. Emails may be short, quick memos but the information they carry is important to your success and the success of the company. Take time and think about what you are emailing.

Customer Service or Customer Bother

The other day my wife and I were shopping at a major department store in the local mall. I was trying to find a certain item so I decided to ask one of the sales staff where I could find it.

I walk up to two members of the sales staff who were talking to one another in the middle of the department. I stood there not wanting to be rude and interrupt their conversation thinking surely they would acknowledge me. After a few minutes of being ignored I said to them, “Excuse me, but could you tell me where the ‘such and such’ is?”

She responded with her back to me, “It’s over there, a couple of aisles over.” She did this with a flip of the hand in that direction and then went back to talking to her partner.

I told my wife, “Let’s go. If I am that much of a bother I don’t need anything from here.” We left and I may not go back to Macy’s, in our town again.

On the way home we stopped at our local Publix grocery store to pick up something for supper. Again I had to ask for help finding an item.

I asked the stock boy, who was down on his knees stocking the bottom shelf, where the item was. He immediately jumped up and said, “It is on Aisle 5, let me show you.” Even though I said I could find it he went with me and showed me exactly where the item was.

Did you catch what I just did in the above two paragraphs? I named the places of business where I was shopping. I named the store where I had the bad customer service experience and I named the store where I had the good customer service experience.

How many times have you heard someone say I going to buy a new car at Big Time Auto Emporium and heard someone else say, “I wouldn’t go there. My brother had a friend who heard they were rude to customers.”

That is what generates the most results from a customer service incident. It is not just one customer you lose but it could be all the potential customers they talk too.

When I worked in the consumer products industry we were told for every one customer complaint received, you lost one hundred other customers. These were either people who received poor service and did not complain or who heard about the other person’s problem and took their business somewhere else.

The same is true for good service. People will recommend companies and sales people who they get good service from to their friends and family.

If you have been in direct sales or service for any length of time you know a large part of your business comes from referrals. “Word of mouth” recommendations from friends and family are one of the leading sources of referrals.

Which type of customer service do you offer your clients?

Deep Thoughts . . . Smile when picking up the phone. The caller will hear it in your voice.

Don't you get tired of calling people and having them answer the telephone like you are the biggest bother in the world. Isn't this especially true when you are responding to an advertisement or a sign in a yard. If they did not want you to bother them why did they put their phone number on the sign? Heck, if that is the way they answer the phone do I really what to talk to them. I will just take my business somewhere else.


As a sales person have you ever wondered why your business is falling off? Yes, times are bad but is that the only reason you are getting less business than before? Or, is your shrinking business affecting your attitude and your attitude is carrying over into your conversations with potential clients.


Maybe, just maybe it is time for you to "smile when picking up the phone."