Archive for the Customer service Category

Here one of the biggest time wasting questions you can ever ask:

Posted in Customer service, Leadership, Management, Organize, Planning, Self-management, Teamwork, Time management, Time management/Self-management on February 22, 2015 by Chuc Barnes

Dice

“Why did you do that?”

Our parents asked the above question so many times that we often use the same question when correcting other people.

I hope you’re not using the same question.

Please realize that the “Why did you do that?” question solicits an answer for something that occurred in the PAST (de-motivating), whereas good motivation is about the future, not the past. Not only that, the question puts the other person on defense.

Picture a basketball team who wants to go to the Final Four. Will they be better off if they work on strategies for next week’s game or last week’s game? Clearly, they’ll be better off investing their time in preparing for next week’s game (the future). You’ll also notice that when the other team is on defense, you have to work even harder and that takes more time.

Here are four timesaving suggestions:

#1: When correcting someone, move your question to the future. Example: “We know what happens when that occurs (the past) so, if it happens again, how would you see yourself handling it? Note that you’re moving the thinking from the past to the future.

#2: When you’re being introspective, do you ask yourself, “Why did I do that” questions? Or, do you ask yourself, “If that happens again what strategies would help me? Clearly, you’ll be better off if you focus on strategies for the future.

#3: Replace “Why?” questions with “What were you accomplishing by ____?” questions. This will help you learn specifics and prevent de-motivating, defensive explanations.

#4: Reserve “Why?” questions for information about creative matters (Why are you telling me this, Chuc”).

I’m telling you this because when you focus on the future, you’ll come up with better ideas that help you move forward—and you boost motivation.

Does this make sense? Please write you comments here.

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Why don’t people listen today?

Posted in Balance, Customer service, Leadership, Management, Organize, Planning, Presenting, Self-management, Stress, Teamwork, Time management, Time management/Self-management on November 29, 2014 by Chuc Barnes

Listening

Can you remember when your mother spoke to you and said, “Listen to me.” Perhaps your mother even said, “Look at me when I’m talking to you.”

Your mom was not just teaching you a skill to use with her. She was teaching you a crucial skill to help you save time when dealing with other people too.

Karen Anderson is a friend of mine and a mom. She also is a teacher, speaker, and consultant. Karen constantly tells her students and clients that “good leaders LISTEN.”

I agree with Karen–and I agree with your mom. Good leaders listen!

Simply try to imagine how can you effectively lead a group in a meeting or any endeavor if you’re not listening to them and paying attention, not just to their words, but also to their body language?

As a former Marine, I can tell you first hand that a good leader, whether in battle or not, is constantly watching his or her team in order to “listen” to what’s going on. And when in battle, leaders and team members use signals so they can communicate without the enemy knowing what you’re saying.

This also is true in sports. When playing basketball or baseball, isn’t it true that players on a team receive messages from their coach from signals (a method of communicating and LISTENING) in the middle of a game?

OK, forget battle and sports for a moment. Think about yourself. Are you a good listener? Do you pay attention to what other people are thinking and saying?

Do you listen to what your customers are saying?

What about your friends? Do you actually listen to them?

And what about today’s politicians. Do they listen? If so, why do they have such low favorability ratings?

Realize that young people “listen” differently than you do. They communicate with friends by sending messages on Facebook, Twitter and other social media. (Text messages are enormously popular.) They therefore “listen” to words and they look at photos and videos. Thus, they don’t use much body language.

I’m writing this post right now to remind you, as the leader and self-manager that you are, that LISTENING is a crucial skill — a time-saving skill that too many people are overlooking today.

Do you agree with what I’m saying about listening being a time-saver? If you do, great! If you don’t, that’s OK. Either way, I’d like to “listen” to your opinion so please jot your comments here.

Trust Is A Time-saver & Broken Trust is A Time-waster.

Posted in Balance, Customer service, Leadership, Management, Organize, Planning, Self-management, Stress, Teamwork, Time management, Time management/Self-management on October 14, 2013 by Chuc Barnes

Handshake

Think about this for a moment.

The dictionary defines “Trust” as;
1. Reliance on the integrity, strength, ability, surety, etc., of a person or thing; confidence.
2. Confident expectation of something; hope.
3. A person on whom or thing on which one relies: God is my trust.
4. The condition of one to whom something has been entrusted.

In the above definition note that “reliance, confidence, surety, and hope” are words used to describe trust.

Now realize how fortunate you are to be able to trust a partner, associate, teammate, service provider, friend, or family member. Notice how people you can trust actually save your time.

Now think about how you feel when you deal with people who can’t be trusted. For example, when someone says they’ll show up at specified time, and then they show up late. Is that trust? No, it’s a violation of trust and the violation wastes your time.

Perhaps you work with someone who tells you they will have a file ready for you on Monday, but they don’t have it for you on Monday. Doesn’t that lack of commitment on their part break trust and waste your time?

You don’t want that, do you?

I value TRUST very highly and I think most people do.

Here are two suggestions:

1) If you can’t arrive at the time you agreed, call before the agreed on time and tell the person when they can expect you. This will help change the expectation and it will help the other person make full use of their time.

2) If you can’t have a file or project ready when agreed, tell the other person in advance so a new time can be agreed on.

Life of course would be so very nice if everything always worked out perfectly. Life isn’t perfect, though. Changes occur constantly. That’s why it’s essential to respect other people by keeping commitments and letting them know–in advance–if you need to change a commitment. This then helps everyone get full use of his or her time.

As I said, I like dealing with people I know I can trust, and I’ll bet you feel the same way.

Do you trust me with this? Please put your comments here.

It’s essential to arrive on time–or early!

Posted in Balance, Customer service, Leadership, Management, Planning, Self-management, Teamwork, Time management, Time management/Self-management on September 16, 2013 by Chuc Barnes

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Clients keep telling me how much frustration they have with other people who arrive late. They tell me they believe arriving late a sign of disrespect.

You have a right to your own view. And, yes there are a lot of obstacles that get in the way today of arriving on time.

Now think about a job interview. If the candidate you are scheduled to talk with shows up late, would their tardiness be something you’d consider? And suppose you want to purchase new insurance and the agent who says they will talk with you comes late, will that have an effect on your decision?

Now think how you feel when you are at the airport waiting at the gate so you can board your flight. It is time for the plane to board and suddenly, the gate agent tells you that your flight won’t even arrive for another hour. Do you now feel like the airline really cares about you and your schedule?

Entertainers and athletes know how important it is to arrive AHEAD of time. In fact, they say, “If you just show up on time, you are late.”

Suggestion: Whenever you make an appointment, determine not just when you need to arrive, but – more importantly – when you need to LEAVE so you can arrive on time. When you determine the time you need to leave, you’ll anticipate the probable obstacles – in advance. That will help.

Do you have an opinion? If so, please say so here.

Here are two questions that will help you and your team!

Posted in Customer service, Leadership, Management, Self-management, Teamwork, Time management, Time management/Self-management on July 7, 2013 by Chuc Barnes

Teamwork

When working with a large group of professionals last week, we discussed the differences in generations and the way each generation seems to have a preference for the way they like to communicate.

We agreed that:

 “Matures” like to use Voicemail.

 “Boomers” tend to like E-mail

 “Gen X” like to use Text

 “Gen Y” (Millennials) like to use social media such as FaceBook, MySpace, Twitter, and LInkedIn.

These conclusions of course are not “absolute” because there definitely are exceptions, yet even so, we agreed that there are differences in communication preferences based on age group.

Suggestion: if you work with a team that’s made up of different age groups, you’re apt to discover – just as we did — that it’s very helpful to you and your group to ask each other the following two questions:

1) What’s the best way for us to communicate?

2) What can we do to save time for each other?

When you ask these questions, you are apt to learn that even though you might like Voicemail, your team might prefer Texts. By the same token, you might like E-mall, yet your team might show you how Tweets might be more effective for the group.

The point to all of this is that by asking the above two questions, the answers can help you and the entire team, and — after all – that’s teamwork.

I say that teamwork is time management. Do you agree?

Does this suggestion make sense to you?

Trust is a time-saver and broken trust is a time-waster.

Posted in Customer service, Leadership, Management, Planning, Self-management, Teamwork, Time management, Time management/Self-management on July 12, 2012 by Chuc Barnes

Think about this for a moment.

The dictionary defines “Trust” as;
1. Reliance on the integrity, strength, ability, surety, etc., of a person or thing; confidence.
2. Confident expectation of something; hope.
3. A person on whom or thing on which one relies: God is my trust.
4. The condition of one to whom something has been entrusted.

In the above definition note that “reliance, confidence, surety, and hope” are words used to describe trust.

Now realize how fortunate you are to be able to trust a partner, associate, teammate, service provider, friend, or family member. Notice how people you can trust actually save your time.

Now think about how you feel when you deal with people who can’t be trusted. For example, when someone says they’ll show up at specified time, and then they show up late. Is that trust? No, it’s a violation of trust and the violation wastes your time.

Perhaps you work with someone who tells you they will have a file ready for you on Monday, but they don’t have it for you on Monday. Doesn’t that lack of commitment on their part break trust and waste your time?

You don’t want that, do you?

I value TRUST very highly and I think most people do.

Here are two suggestions:

1) If you can’t arrive at the time you agreed, call before the agreed on time and tell the person when they can expect you. This will help change the expectation and it will help the other person make full use of their time.

2) If you can’t have a file or project ready when agreed, tell the other person in advance so a new time can be agreed on.

Life of course would be so very nice if everything always worked out perfectly. Life isn’t perfect, though. Changes occur constantly. That’s why it’s essential to respect other people by keeping commitments and letting them know–in advance–if you need to change a commitment. This then helps everyone get full use of his or her time.

As I said, I like dealing with people I know I can trust, and I’ll bet you feel the same way.

Do you trust me with this? Please put your comments here.

Why don’t people listen today?

Posted in Customer service, Leadership, Management, Presenting, Self-management, Teamwork, Time management, Time management/Self-management on May 8, 2012 by Chuc Barnes

Can you remember when your mother spoke to you and said, “Listen to me.” Perhaps your mother even said, “Look at me when I’m talking to you.”

Your mom was not just teaching you a skill to use with her. She was teaching you a crucial skill to help you save time when dealing with other people too.

Karen Anderson is a friend of mine and a mom. She also is a teacher, speaker, and consultant. Karen constantly tells her students and clients that “good leaders LISTEN.”

I agree with Karen–and I agree with your mom. Good leaders listen!

Simply try to imagine how can you effectively lead a group in a meeting or any endeavor if you’re not listening to them and paying attention, not just to their words, but also to their body language?

As a former Marine, I can tell you first hand that a good leader, whether in battle or not, is constantly watching his or her team in order to “listen” to what’s going on. And when in battle, leaders and team members use signals so they can communicate without the enemy knowing what you’re saying.

This also is true in sports. When playing basketball or baseball, isn’t it true that players on a team receive messages from their coach from signals (a method of communicating and LISTENING) in the middle of a game?

OK, forget battle and sports for a moment. Think about yourself. Are you a good listener? Do you pay attention to what other people are thinking and saying?

Do you listen to what your customers are saying?

What about your friends? Do you actually listen to them?

And what about today’s politicians. Do they listen? If so, why do they have such low favorability ratings?

Realize that young people “listen” differently than you do. They communicate with friends by sending messages on Facebook, Twitter and other social media. They therefore “listen” to words and they look at photos and videos. Thus, they don’t use much body language.

I’m writing this post right now to remind you, as the leader and self-manager that you are, that LISTENING is a crucial skill — a time-saving skill that too many people are overlooking today.

Just think of all the unsolicited phone calls you receive. What about all the “offers” you keep receiving in unsolicited emails.

Do you agree with what I’m saying about listening being a time-saver? If you do, great! If you don’t, that’s OK. Either way, I’d like to “listen” to your opinion so please jot your comments here.

I’ll write more about listening in future posts.