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Will You Add? - Upset Customers Don't Have To Upset You
Data Warehousing was an innovation from the 90's that promised to change the data landscape for good. How far have we come? Many vendors have entered the marketplace because it makes sense to bring together data from throu
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part
Is your UK business likely to be affected by the Great Crested Newt? This amphibian species, legally protected in the UK under the Wildlife and Countryside Act, is common in many parts of Southern and Eastern England. In a
As a long-time admirer of Ellis, and as someone who had the privilege of learning with him, in person, let me say it’s well deserved.
Ellis says we can experience an emotion that we dislike and alter it, because our reasoning capacity controls our emotions, to a large extent. His approach is to teach people to talk themselves out of their funks, in some cases on the spot.
So, let’s say there is a customer who is screaming at you. If you tell yourself, “It’s awful whenever anybody screams at me, and I shouldn't have to take this guff!” you’ll set yourself up for feeling stressed and very uptight.
Ellis says, especially when we’re doing a slow burn that starts to really ignite, that we should ask, “What am I telling myself that’s making me so agitated?”
In the screamer situation, there are two things, two nettlesome beliefs: (1) It’s AWFUL; and (2) I SHOULDN’T HAVE TO TAKE IT!
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part
You've probably heard the story of the Boy Who Cried Wolf.The problem is that the child was looking for attention and thought it would be fun to scream at the top of his lungs that a wolf was nearby. Each time he di
Ellis says we can experience an emotion that we dislike and alter it, because our reasoning capacity controls our emotions, to a large extent. His approach is to teach people to talk themselves out of their funks, in some cases on the spot.
So, let’s say there is a customer who is screaming at you. If you tell yourself, “It’s awful whenever anybody screams at me, and I shouldn't have to take this guff!” you’ll set yourself up for feeling stressed and very uptight.
Ellis says, especially when we’re doing a slow burn that starts to really ignite, that we should ask, “What am I telling myself that’s making me so agitated?”
In the screamer situation, there are two things, two nettlesome beliefs: (1) It’s AWFUL; and (2) I SHOULDN’T HAVE TO TAKE IT!
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part
You trust your briefcase to hold your working life. Yet it gets banged, jostled, knocked around, even wet, especially in the crowded city. When you finally make it to the office, or return home, there is always an anxious
So, let’s say there is a customer who is screaming at you. If you tell yourself, “It’s awful whenever anybody screams at me, and I shouldn't have to take this guff!” you’ll set yourself up for feeling stressed and very uptight.
Ellis says, especially when we’re doing a slow burn that starts to really ignite, that we should ask, “What am I telling myself that’s making me so agitated?”
In the screamer situation, there are two things, two nettlesome beliefs: (1) It’s AWFUL; and (2) I SHOULDN’T HAVE TO TAKE IT!
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part
Portable tradeshow display sales, up until about 3 years ago, involved a sales person representing a tradeshow display manufacturer bringing a portable display to your place of business. He would spend about 1 hour showing
In the screamer situation, there are two things, two nettlesome beliefs: (1) It’s AWFUL; and (2) I SHOULDN’T HAVE TO TAKE IT!
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part
Employers have fears, uncertainty and DOUBT (the FUD factor) over your ability to actually do what you claim you can do in your resume and cover letter.Combine this with the fact that EVERY candidate looks good on p
Ellis advises us to challenge both assumptions, to ask:
Why must it be awful? Can’t I make it simply “mildly uncomfortable,” instead? Also, who says I shouldn’t have to take it? Me, right?
Maybe I do have to take it. It could be part of the job, an unpleasant part, true, but part of it, nonetheless.
Once we have challenged these assumptions, and substituted more mild alternatives, our emotions subside, and we come into better control, says Ellis.
If you’re in any kind of customer-facing capacity, you may find Ellis’ books a real help.
He reminds us that we may not be able to control what customers throw at us, but we can learn to duck!
That’s the next best thing, right?
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