Randy Clark's Blog, page 19

It’s Not Who Is Right; It’s What Is Right

It’s not who is right; it’s what is right, is something I try to live by. The keyword in that last sentence is try. I don’t always succeed. A friend recently asked for inspirational sayings to share with their artwork. It was the first I thought of, but then I realized I’d only put a little thought into what the words mean.

In our complex and diverse world, conflicts and disagreements are inevitable. From personal relationships to global politics, differing opinions and perspectives are a natural part of human interaction. Often, the focus shifts towards establishing who is right and who is wrong, turning discussions into battlegrounds for egos rather than platforms for understanding and growth. But what if we were to shift our perspective? What if we prioritize what is right instead of fixating on who is right?

The Battle of Egos

The desire to be right is human nature. Hell, I want to be right, don’t you? It stems from our need for validation. It’s part of our ego. Healthy debates can be good, but an obsession with proving oneself right isn’t. When individuals become entrenched in their positions, they overlook valuable insights and alternatives outside their comfort zones.

Unfortunately, the “who is right” mentality often leads to unproductive debates, strained relationships, and a divisive atmosphere, prioritizing personal pride over understanding.

It’s Not Who Is Right; It’s What Is Right

Instead of focusing on who is right, why not focus on what is right? When we approach a problem with a solution-oriented mindset, we’re more likely to work together toward a resolution. This requires us to listen to each other, understand each other’s perspectives, and be open to new ideas.

How to Focus on Solutions

Focusing on solutions requires us to shift our mindset from one of competition to one of collaboration. Here are some tips for doing so:

Listen actively

When someone is speaking, listen to what they’re saying. Don’t just wait for your turn to speak. Try to understand their perspective and learn what’s behind their thought process.

Find common ground

Even if you disagree with someone, there may be areas where you can find common ground. Focus on these areas and build from there.

Keep an open mind

Be willing to consider new ideas and perspectives. Don’t dismiss something because it doesn’t align with your beliefs.

Avoid personal attacks

Attacking someone personally puts them on the defensive and makes it harder to find a solution. Stick to the issue at hand and avoid making it personal.

Remember your goal

Remember that the goal is to find an understanding that benefits everyone involved. Keep this in mind as you work towards a resolution.

The Role of Empathy

Empathy can play an essential role in transitioning from a “who is right” mindset to a “what is right” perspective. By actively seeking to understand the motivations, fears, and hopes of those with differing viewpoints, we can bridge the gap between opposing sides. Empathy doesn’t mean abandoning our principles, but rather, it allows us to engage in meaningful dialogue that respects individual experiences while working towards common goals.

Shifting Focus

Rather than approaching discussions with the aim of winning the argument, we should focus on what is best for all. This shift requires embracing humility, open-mindedness, and a genuine desire to find common ground. It’s about acknowledging that every perspective holds a piece of the puzzle and that collaboration can lead to understanding and help us find solutions.

When we prioritize “what is right,” we create an environment where compromise isn’t defeat but a step towards progress. We open ourselves to learning from others, enriching our understanding, and promoting empathy. This approach encourages constructive conversations and allows us to address the root causes of conflicts rather than simply masking them with temporary victories.

In a world teeming with complex issues and diverse perspectives, our ability to make meaningful progress may hinge on our willingness to shift our focus from “who is right” to “what is right.” When we place collaboration over confrontation, empathy over ego, and growth over validation, we grow.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

So, does your business have a management training plan? Because, if not, many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out. It might help you stop putting off what you want to do.

Photo by Jessica Da Rosa on Unsplash

The post It’s Not Who Is Right; It’s What Is Right appeared first on Randy Clark Leadership Training.

Steak Night

Steak night was a family tradition as far back as I can remember. My family moved from Anderson to Connersville, IN, when I was four. My dad was the produce manager at the Standard Grocery store in Anderson. He accepted a promotion as manager of the Connersville store. My younger brother was born in Connersville in May of that year.

Steak Night Date Night 

I don’t know when it started, but my mom and dad had a date night on Friday nights. My two siblings and I would eat early then we were whooshed off to bed.

Mom and Dad had a romantic dinner, watched TV, and then did whatever young married couples in their late twenties did in the 1950s. I don’t want to know.

We moved from Connersville to Indianapolis when I was in the third grade, so I was probably nine, maybe ten years old. That’s about when I realized I was not fond of steak. The early kids’ dinner on Friday night was steak, then Mom and Dad would have their steak after we went to bed. Sometimes Mom would prepare their steaks in the oven on broil, and other times Dad would fire up the charcoal grill.

We Hated Steak Night!

However, the kids’ steaks were always cooked in a skillet with onions. Here’s the thing. All three of us hated steak night because we hated steak. We’d ask for cereal or PB&J but no. Steak it was. Part of the problem was my mom wasn’t a very good cook. For one thing, having grown up during the great depression, she’d always look for ways to cut corners.

Some of the dishes she brought to holiday family gatherings were famously terrible. Especially since my two aunts, my father’s sisters, were outstanding cooks. She once brought a Jell-O mold with Vienna sausages in it. She’d found the recipe in a homemaker’s magazine. Another family non-favorite was her poor man’s cake. I’m not sure what was in it, but it certainly was poor.

So, as I said, part of the problem was the chef, my mom. It wasn’t until I was a couple of years older that I learned the real problem. I was at a friend’s house when their dad lit the grill. He asked if I wanted a steak, and I shook my head vehemently and said no! My friend’s father convinced me to try it. I did, and it was wonderful. It melted in my mouth. I’d never tasted anything like it in my life.

No More Steak  

The next day at the dinner table, back then we ate together at the kitchen table; I told my story and then asked why our Friday kid’s night steaks didn’t taste like that. Mom and Dad looked at each other, and then Dad said, “The truth is you didn’t get steak. You had liver and onions.” Wait what?

My tight-ass parents didn’t want to splurge on steak for my siblings, and I. Don’t get me wrong. In later years, I learned to appreciate liver and onions when it was properly prepared. Still, the combination of my mother’s poor culinary skills and cheap liver almost ruined me on beef. After that, we never had another sibling steak night. We had hot dogs, burgers, or a PB& J on Friday night but we never ever had liver again.

If you enjoyed this post you might like, Squirrel One Randy Zero.

Photo by Hitesh Dewasi on Unsplash

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A Simple 6-Step Blog Writing System

I use a 6-step blog writing system to keep me on track. I’ve written a lot about blogging, even a book, How to Stay Ahead of Your Business Blog Forever. However, the other day my best friend asked me how to write an article for an online publication. I asked what her topic was. She answered she didn’t know and needed help. My initial response was to tell her I couldn’t give her that answer, but as I thought about it, I could offer direction to help her find the answer. I could share my 6-step blog writing system.

6-Step Blog Writing System 

I asked her what topics she’d considered and why. We discussed a few ideas she had, and then she asked how she could take it from the idea stage to writing the article. This was getting fun. Here are the steps I shared with her.

Ideate

When we began talking about ideas, she offered several. For this article we narrowed done the ideas by asking the following:

Does the topic fit the audience?Does it solve a problem, answer a question, share humor, or shine a light on the idea?Is she knowledgeable on the topic?Are there sources she could reference?Does she have personal stories she can share?Is she passionate about the topic?

By asking herself these questions, she was able to isolate one topic that fit her best.

Research

Research is the logical next step in the writing process. However, I haven’t always used logic. In the past, I’ve completed research after I’ve begun writing, found information that changed my point of view, and then rewritten what I’d started. So, I’ve found it more efficient to complete research before putting pen to paper or fingers on the keyboard. I start my research by searching for studies and articles on the topic, which I might quote or link to. Next, I look at what others have written on the subject. Are there points I’ve not considered? I copy links to share, note ideas, and begin to outline my post.

Make a List

In the last paragraph, I used the word outline; a traditional outline isn’t what I do. My next step is more of a list than an outline. For example, in a post, I wrote about the responsibilities of a manager. I listed 10 points to write about.

Support customer serviceRecruit and hireFollow and support procedures and policiesDelegateHold the team accountableOffer continuous trainingCreate a positive environmentShare a visionMotivateMake a profit

I wrote from one sentence to an entire paragraph on each point.

Write

At an event, a friend took over note-taking from me. He used my laptop and, after a few minutes, asked me why Spell Check was disabled. I told him that I don’t want my concentration broken when I write, and editing, including spellcheck, is distracting. I explained I enabled spellcheck when I began editing by not while writing because I wanted the creative juices to flow and not to be stopped and started by interruptions that slowed the creative process.

Edit

After writing a post, I’ll let it sit for at least 24 hours, usually longer, before I begin the editing process.

Enable Spell CheckRead from start to finishRead one sentence at a time, starting with the last sentence upRecite it aloudHave another person review and edit or use an app such as Grammarly.Review in WordPress

The last step in my blog process is to place it in WordPress. At that time, I proofread and review it again and use Yoast to check readability and keyword optimization. I’ll review the post one more time before I hit publish, which for me is two to three weeks after the piece was placed in WordPress. And you know what? I almost always find mistakes, make improvements, and add or delete copy.

What’s Your System? 

That’s my basic system. When you vet ideas, complete research, creatively write, thoroughly edit, and use WordPress to your advantage, it’s hard to go wrong. So, what’s your system?

If you enjoyed this post, you might also appreciate, Grammar your going to make mistakes.

 How Can I Help You? 

Let me know if I can offer any help or advice. If this post struck a nerve, you might want to check out my book, How to Stay Ahead of Your Business Blog Forever. The book is full of action plans to create a blogging/writing system that works for you.

Photo by Fikret tozak on Unsplash

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Life in these United States

My mom and dad both made it into Readers Digest Life in These United States. It was a collection of funny and sometimes heartwarming anecdotes about life in America.

The first time my parents were in the magazine was in 1973. The Ben Davis Giants and Decatur Central Hawks played Indiana’s first high school overtime football game. Decatur scored first in OT. My dad was a ball player, and that’s what he taught his two boys. My brother excelled, especially at baseball and football. He made the all-county football team during his senior high school year. I might miss a fly ball in centerfield while watching a caterpillar. Squirrel.

Ben Davis had the opportunity to match the score. They were inside the twenty and appeared ready to score when my little brother playing defensive tackle, sacked the quarterback forced a fumble, recovered the ball, and finished the game. My father started, whooping from the stands and telling everyone, “That’s my son, that’s my son!” He turned to the person beside him and repeated, “That’s my son!” To which the other person replied, “I know he’s my son too.”

More Life in these United States

Years later, my mom and her second husband built cabins on the Patoka River (It’s more like a creek). Jerry, my stepfather, had owned 40 acres with a 5-acre pond near Youngs Creek, Indiana, south of Paoli, as long as I had known him. It had a small cabin facing the pond, which I spent many nights enjoying.

When Jerry retired, they decided to build cabins to rent on the property. There were five and one larger building for events and parties. Mom and Jerry hired local Amish builders to construct the wood-sided rustic cabins. They were two-bedroom, one-bath cabins. Each had a small living space, a fully furnished kitchen, and a wood-decked, roofed front porch.

After the cabins were built and rented, I sometimes stayed in the cabins but often camped on the grounds. I spent every 4th of July putting on a fireworks show and camping out by the pond. It was one of my favorite places to visit.

They rented the cabins by night or week and did good business during hunting and skiing seasons.

Two Complaints 

Mom and Jerry had two complaints about how some guests used the porch. First, guests would set up a grill on the all-wood porch. Mom or Jerry would go to them and politely ask them to move the grill to the ground away from the wooden cabins to avoid the chance of fire.

The second was that guests would often bring pets, which was allowed, but they would feed them on the porch and leave a mess that permanently stained the wood floors.

So, Mom made a list of rules that were handed out upon arrival and posted in each cabin. There were eight rules, including my favorite, which made it into the Reader’s Digest. “Do not cook or feed pets on the porch.” No one grilled a dog on the porch after that.

It Didn’t Make Life in These United States, but… 

There’s another one that should’ve been submitted but wasn’t. My brother, the all-county football player, turned down opportunities to play collegiate ball. He wanted to concentrate on academics. He attended and graduated from the University of Evansville. Eventually, he joined the cheerleading squad, something he’d never done. However, he was an athlete. He could tumble end-over-end across the court and easily held, threw, and caught female cheerleaders.

My dad and I attended an Evansville basketball game at Indiana Central College (now Uindy), where my brother cheered. As we watched my brother do his gymnastics, my dad almost to himself said, “I’ve waited 20 years to see one of my children participate in college athletics. This isn’t what I expected.”

Photo by Luis Santoyo on Unsplash

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How To Conduct a SWOT Audit on Yourself

Have you conducted a SWOT audit on yourself? I’ve facilitated SWOT (strengths, weaknesses, opportunities, and threats) analysis for organizations and teams, but I recently had an epiphany — why not perform a SWOT analysis on myself? Would it work?

A SWOT analysis is an auditing tool to determine possibilities, direction, and help define the mission and vision of an organization. I thought the same exercise would work for an individual. It was time to try.

With a group SWOT, I begin the analysis with a list of questions, then facilitate a brainstorming session around questions such as what strengths need to be maintained, built upon, or leveraged. What weaknesses need to be remedied, changed, or stopped? What opportunities should take priority, be built upon, and optimized? And what threats need to be countered or minimized and managed?

How To Conduct a SWOT Audit on Yourself 

Will such questions stimulate ideas for improvement with an individual as well as a team? Would a SWOT analysis be a helpful improvement tool for an individual? I tried them on myself, and my answer is yes. The next step is to prioritize and plan activities, in other words, take action. Are you ready?

SWOT Analysis Form

You don’t have to answer every question. Hopefully, a few questions will spur ideas and begin the thought process.

StrengthsWhat do I do well?What advantages do I have over my competition?Are resources such as money, equipment, creativity, and customer base available?What are my greatest strengths?How do I stand out from the crowd?What do I do well that, with a little improvement, could be a real strength?What are my most competitive skills?WeaknessesWhere do I see obvious areas for improvement?What do I do badly?What areas need immediate improvement?What do I need to stop doing?Based on my past mistakes, what should I avoid in the future?OpportunitiesAre there new technologies that I could use to innovate?What have I stopped doing that I need to renew?What has recently changed that’s new in my industry or new to me?Do some of my strengths open new opportunities?What weaknesses, through development, could lead to opportunities?What can I do that no one else does or does as well?Where can I find or create a competitive edge? What niches have my competitors missed?ThreatsWhat are the biggest obstacles I face?What and who is my competition?Could one of my weaknesses be a serious threat? How can I neutralize that threat?What are my competitors doing better than me?Could negative political, economic, or technological trends adversely affect me?CombinationsHow can I use my strengths to enable opportunities I’ve identified?How can I use my strengths to overcome threats?What must I do to overcome identified weaknesses and take advantage of opportunities?How can I minimize weaknesses to overcome threats?How can my strengths help overcome, reduce, or eliminate weaknesses?What weaknesses expose the greatest threat, and how do I improve the weakness?What threats could reduce my opportunities?Are there opportunities that could overcome threats?

I’ll buy a Starbucks for anyone who tries it and is willing to meet to discuss the results. Latte? Are you ready to SWOT it out of the park?

Here’s another take on this — Personal SWOT Analysis.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

So, does your business have a management training plan? Because, if not, many organizations, large and small, use my book, The New Manager’s Workbook a crash course in effective management, as the basis for their leadership development program. Check it out. It might help you stop putting off what you want to do.

Photo by Christin Hume on Unsplash

 

The post How To Conduct a SWOT Audit on Yourself appeared first on Randy Clark Leadership Training.

My Zoom Meeting Background Story

My Zoom Meeting Background story isn’t pretty and I’m not sure it’s funny. We all remember learning to zoom during the pandemic. For many, including me, it was new. I’d done a few online meetings but was not very experienced. I had much to learn, how to set up Zoom, where to point the camera, set the volume, and what to wear. We all made mistakes. Some were hilarious. I made a few. The most embarrassing was my background. I don’t think embarrassing is the right word, but it’s the best I have.

My Zoom Meeting Background 

First I played with artificial backgrounds, then in the summer I liked being outdoors with the woods behind me, but most of the time, I was in my home office. My background was my library. I had four floor-to-ceiling bookshelves filled with books. I lined up most of my book’s spine out but placed some of my favorites showing the cover.

The largest section of my library was science fiction. As a teen I read Heinlein, Asimov, Sturgeon, Brunner, and more. One of my favorites was and is Phillip K. Dick. If you’re unfamiliar with him and his work (I almost went for the cheap joke), you’ve more than likely watched screen adaptations of his work such as  Blade Runner, Total Recall, The Adjustment Bureau, Minority Report, and The Man in the High Castle.

A True Find! 

Thirty years ago, I found a first edition hardback copy of The Man in the High Castle in a used bookstore in St Louis. If you’re unfamiliar with the book, it’s an alternate history where the Allies lose WW2, Japan and Germany occupy America except for a free zone in the mountains of Colorado. The Man in the High Castle lives in the mountains and writes an alternate history where the USA and its allies win WW 2.

The problem I had in the Zoom meeting was that I displayed the cover of this book, which has a large red swastika. I don’t know how many sessions I attended where my background included a swastika, but it was several before someone asked me about it.

About That

When asked about the book, I went on and on about the book and its author. Eventually, the person who inquired said, “Ok, I wondered why you displayed a swastika.” I said, “Oh shit.” I no longer display it showing the cover. It’s lined-up spine out.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a management training plan? Businesses and universities use my book, The New Manager’s Workbook, a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

If you enjoyed this you might like, Breaking the Streak.

Photo by Ugur Akdemir on Unsplash

The post My Zoom Meeting Background Story appeared first on Randy Clark Leadership Training.

Just Say No to Bad Sales Tactics

Just say no to bad sales tactics! A friend tweeted, “Should I feel bad after taking a sales call?” No, Probably not. If you weren’t rude or disrespectful, no, you shouldn’t. I called my friend and asked a few questions about their experience. I asked if it was OK to share the story.

Just Say No to Bad Sales Tactics

Over two months, my friend took several telemarketing calls from one company. They presented the initial call as if it were a follow-up to an inquiry submitted by my friend. Not wanting to be impolite and uncertain as to whether they had initiated the correspondence, my friend took the call. After listening to the “pitch,” they realized they hadn’t contacted this company and politely ended the call. The company called back, and back, and back. After two months of calls, my friend agreed to a 20-minute sales call for no reason other than to end the calls.

The Sales Rep 

The Representative began the call with, “Do you have 20-30 minutes for my call?” The call was 1 hour 30 minutes. The first 20 minutes were questions about my friends’ knowledge and use of digital marketing and PR. I think asking clients about their needs is a wonderful idea, but this didn’t seem to be the case. The questions were presumptive, condescending, and belittling. The Reep treated my friend as if they were ignorant. The questions didn’t seem geared toward uncovering the prospects’ needs but rather as a justification to sell their one size fits all product. For example, the caller pitched the value of sheer numbers of friends and followers on social media. My friend expressed that the quality of connections was more important to them and their organization. To which my friend was pretty much told they were wrong.

The Last Word 

The call ended with the “Salesman” asking about the marketing budget. My friend explained that as a good steward of the NFP funds, they didn’t have a budget but did bring suggestions to the finance committee. After explaining how the committee worked and that the next meeting was a month away, the rep asked, “If your budget is zero, why am I talking to you?” No, he didn’t. Excuse me? Shut the front door!

A Do-over

I asked my friend, if they had a do-over, what they would do differently

Refuse further calls after determining she had not made the initial contactNot scheduled the sales callOnce scheduled, set a time limit on the sales call

Is it rude to politely follow these guidelines? If salespeople and organizations using questionable sales tactics are allowed to get away with it, they’ll keep doing it. Just say no.

How I Help You?  

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

So, does your business have a management training plan? Because if not, many organizations, large and small, use my book The New Sales Managers Workbook

If you enjoyed this post you might like The Customer is NOT Always Right

Photo by Andrew Neel on Unsplash

The post Just Say No to Bad Sales Tactics appeared first on Randy Clark Leadership Training.

Squirrel One Randy Zero

Here’s how the squirrel won. I grew up learning how to throw, catch, and run because my father did that. We never hunted or fished because he didn’t.

My dad played ball in his 40s. In 1966 when he was 37 years old, he played a traveling team Called the King and his Court. It was a well-known 4-person team. No one had beaten them for several years. They played the game at a large stadium on the East side of Indianapolis. My father pitched a no-hitter and hit an in-the-park home run to win the game one to nothing, dad one traveling team zero.

Squirrel One Randy Zero 

My cousins on my dad’s side made fun of us. They lived on a farm in Van Burren, Indiana. They grew up hunting and fishing. Not us. My brother graduated from college with a degree in criminology. His first job outfitted him in full police issue, including a gun. My cousins asked him if he was trying to stop a suspect, would he say, “Stop, or I’ll throw!”

The first time I ever held a gun was with my ex-brother-in-law. I was 22 years old, and he had decided it was time I learned to shoot, so we went squirrel hunting on a friend of his property near Spenser, Indiana. On the drive down, he went over the basics. He gave me a semi-automatic 22-caliber rifle. He had one as well.

Target Practice

When we arrived, we went to an empty open field, and he showed me the basics. After about 30 minutes, I was close to hitting what I aimed at, and I didn’t shoot him or myself, not once.

We hiked about half a mile to a walnut tree stand and began looking in the trees for our prey. I saw a squirrel near the top of a walnut tree and tried getting a bead, a clean shot at the beast, but it kept moving from branch to branch, behind the tree, and back. I took a few shots, but never got close.

Eventually, I got tired of craning my neck, so I laid down next to the tree. I was flat on my back with my knees bent. As I lay there trying to get the critter in my line of sight, a walnut fell from the tree. The nut hit me squarely in my nuts. I got up, walked back about ¼ mile to where my brother-in-law was, handed him the gun, and told him the story. He laughed all the way home. The squirrel won. I’ve not held a gun since. Like Dave Barry says, I couldn’t make this up. My ex-brother-in-law thinks I’m funny.

So, if you liked this you might enjoy Breaking the Streak. 

Photo by Ilnur Kalimullin on Unsplash

 

The post Squirrel One Randy Zero  appeared first on Randy Clark Leadership Training.

How to Keep Customers Happy or Lose Them

How to keep customers happy or lose them is too often ignored until it’s too late. When was the last time a customer fired you? Have you ever been surprised by a customer leaving you? It’s never a good situation, but it’s worse when you realize there was something you could have done. And if a customer left you for a competitor, there was something you could’ve and should’ve done. If you cannot save the relationship with the lost client, at least you can take a hard look at why you lost your customer and work towards avoiding the same with other customers.

How to Keep Customers Happy or Lose ThemWhat Makes Customers HappyCommunication

Customers want updates, and they don’t want to have to initiate contact. Customers have communication preferences, and it’s up to you, the provider, to determine if they prefer an email, call, or visit. Because, they don’t want to be put off or ignored; when a client asks for information—they wanted it an hour ago.

The Truth

The surest way to begin down the path to losing a customer is to over-promise; when a company under-delivers, the customer starts to doubt and suspect every action and correspondence. It’s not a fun path to be on. Don’t surprise customers with invoice add-ons or undisclosed exceptions. Be upfront.

Making it personal

Treating your customer like a friend makes it difficult for them to leave you. Of course, you have to deliver a good product at a fair price, but knowing your customer, their preferences, hobbies, and family goes a long way.

Timeliness 

Be early to the meeting, on a conference call, or delivering a product. None of us have enough hours in the day in this hustle-bustle world we live in, and if you make your customers wait—you may be waiting a long time.

Professionalism

Show your professionalism In appearance, demeanor, and presentation. Don’t present an idea to a customer on a napkin. Create outstanding collateral material, use professional presentations, and product mock-ups. If not, someone more professional will steal your customer away. Take the time to research their industry and get to know your customer’s niche. Send a thank you card, yes, through the mail, and occasionally send a promotional gift.

Solving problems

Listen to your customer. Ask questions. Learn what their needs are and find solutions.

Follow up

Send a customer satisfaction survey, call or visit, and ask for criticism. Learn what you and your company could do better, what else you should offer, and where you fail to meet your client’s expectations.

What Makes Customers UnhappyOver-promising and under-delivering 

Overselling delivery time, quality, or function is the fastest way to lose a customer.

Lack of timely information and follow up 

When a customer calls—answer your phone. When they email, respond when you open the email; if you have time to open it, you have time to answer.

Not listening 

If you spend your client time pitching your customer rather than determining and fulfilling their needs, they’ll pitch you—out the door.

Forgetting their name 

People don’t want to be a number. They want to matter. They want you to make them feel important, and aren’t they?

Lying 

Not only out-and-out lies but lies by omission. Is it a lie to omit important product information because it may not suit your customer’s needs or not completely explain pricing, invoicing, and payment? And is it a lie to sell an inferior product to hold the price down when a superior product is better suited to the customer’s needs? Would your customer consider these lies? Would you in their shoes?

Unprofessional behavior

If you’re unorganized and unprepared, you’ll be un-customer-erd

If You Don’t Make Them Happy, Someone Will 

It takes a commitment to professionalism, your customer, and to your organization to do what is needed to retain customers. Because committing the time and energy required to keep your customers happy is still less expensive and less time-consuming to replace them. How do you keep your customers happy?

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a management training plan? Businesses and universities use my book, The New Manager’s Workbook, a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

You might also like, 10 Surefire ways to Improve Customer Loyalty

Photo by Tbel Abuseridze on Unsplash

The post How to Keep Customers Happy or Lose Them appeared first on Randy Clark Leadership Training.

How to Control and Limit Interruptions

Knowing how to control and limit interruptions is essential, particularly during critical times when you need to focus on important tasks. Uncontrolled interruptions can be devastating to your time management. Consider establishing a system to take messages from team members, vendors, and clients to minimize interruptions.

Interruptions can significantly impact productivity, leading to mistakes and delays in completing projects. By minimizing interruptions, you can make the most of your available time and achieve your goals more efficiently.

How to Control and Limit Interruptions 

Interruptions at any time should be limited, especially during your “golden hours” before deadlines. Determine your most important times of the day to limit interruptions, then consider the following:

Small talk and chitchats

These can be quickly and politely ended by explaining, “That sounds interesting. Could we talk later? I’m in the middle of something.”

Work-related questions

Requests during critical times can be limited by asking yourself:

Does this require my guidance?Can another team member handle this?Do I need to do this now, and if not, when is the best time to accomplish this?What if it’s your boss?

There will be times your boss will need to interrupt you, but something I learned was to inform my boss what I was working on, where I was in the project, and how much more there was to do; then I’d ask if I should finish my project or put it on pause.

What about notifications? 

“In 2020, more than 300 billion emails were sent and received every day, a number that is expected to grow to 320 billion this year. The average office worker receives more than 120 emails daily.” — Forbes

And that’s only emails. What about texts, slack, and social media? At one time, I managed more than twenty business social media accounts, three emails, and two phones. I received notifications every minute of the day and found it hard to concentrate, stay on task, and get ‘er done. Eventually, I turned off all notifications except one phone. I informed co-workers, vendors, and customers if they needed me urgently to text or call. Next, I set a three times a day schedule to check notifications, including email. Before you say you couldn’t do that because of your job, maybe you can’t limit it to three times a day, but could you reduce the number of times you check?

Establish a time and system

Set a schedule and take messages from team members, vendors, and clients so as not to be interrupted during your golden hours.

Do not waste others’ time

Are you the initiator of the interruptions? It’s important to enjoy yourself at work, but let’s focus on accomplishing work tasks, not delaying them. Be mindful of interrupting others and pick your times carefully.

How Interruptions Affect Us

Many team leaders find they spend too much time seeking solutions to a problem when someone else on the team is better suited for the task. Interruptions take time away from planned projects, and diverting oneself from the project takes more time to refocus. This often leads to mistakes. It’s like rereading the same sentence after an interruption.

It’s like rereading the same sentence after an interruption. In addition, interrupting a project slows the process and is a time waster. Consider this: take the number of interruptions multiplied by the time lost per interruption for the total time wasted. For example, if you have five team members on a project, times a 12-minute interruption per member, you’ve lost a whole hour!

Time management starts with organizing and planning how much time you spend on different activities to maximize your available time. Effective time management can help you achieve your goals, improve productivity, and reduce stress. It’s essential to analyze your time usage and identify areas where you can improve. You might find that interruptions are a larger problem than you know.

How Can I Help You?

I like to help people and organizations, but I have three criteria I consider before taking an assignment – I believe in what the organization stands for, I know I can help, and it looks like fun. If you have any questions, Contact Me. 

Does your business have a management training plan? Businesses and universities use my book, The New Manager’s Workbook, a crash course in effective management, as the basis for their leadership development program. I’m also available to conduct training.

Image by Mohamed Hassan from Pixabay

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