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Will You Add? - 14,000 Brains
How to Calm Cranky Customers Without Blowing Your Stack uldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations.There isn't a day that goes by that I don't hear another small business owners complaining about some of the customers they have to do business with. Some of them REALLY are legitimate complaints, but after listening to 100's of different complaints, I have found the root of most of them is a lack of understanding. Therefore, I hope this article gets you on the road of addressing complaints and customer problems in your home business.The first step is to get past the irritation. It's only human nature to get a little upset when a customer writes to complain about something totally stupid. Complaints like: It's been two whole weeks and I haven't seen my ad on your website yet. Or, how about those really stupid emails, like: Send me more info. (No name provided. Info on what?) Then, the guy writes you the next week and calls you a crook because you didn't answer his email right away. It's o My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover Solve My Problem and You're Hired! Many years ago, a CEO off a major conglomerate was visiting one of his businesses for a periodic business review. As the meeting was ending, he innocently asked the leader of the business to tell him again how many employees were in that business. The answer was 14,015 people.Resumes and cover letters that get acted upon are those that demonstrate the writer's potential to solve an employer's problem based on how similar problems in the past were solved by the applicant. Companies like resumes that demonstrate what you can do for them that you are a problem-solver.Put yourself in the shoes of the hiring manager/screener and you'll understand why a good cover letter and resume MUST make you stand out and therefore is so important. To make a point, let's make some worst case scenario assumptions about the hiring manager reading your cover letter and resume for the first time.Assume that the person reading your resume and cover letter:- is doing so after having been in meetings all day,- ate a big lunch- is dealing with numerous personal problems- is very tired- is over worked and under paid< The CEO was silent for a minute or two and was clearly pondering the answer. No one in the room could have imagined where he was ultimately heading with his question. Finally he said, “Since you have 14,000 people, you obviously have 14,000 brains available for use in this business. What a tremendous resource you have at your disposal. The average human brain weighs about three pounds. That means you have about 42,000 pounds of human brains in your business. That’s 21 tons of human brains. That is absolutely mind boggling.” “I am curious,” he continued, “how many of those 14,000 brains are you using to help you run your business? How many of those 14,000 brains do you utilize to help you solve the business problems you encounter? How many of those 14,000 brains are you utilizing to the maximum of their capacity?” Regardless of how the executive answered the question, he wasn’t utilizing those brains as best he could. He was instructed to put together a plan to maximize the benefit of those 14,000 brains. How many of us concentrate on the total brain power in our businesses? How many of us try to utilize every brain in our business? How many of us are satisfied that the suggestion box we mounted on the wall adequately taps into the total brain power in our organization? Very few people put ideas into the suggestion box. Most don’t take the time to offer a suggestion. Many feel that no one pays attention to their suggestions anyway. As a manager, you must be pro-active in utilizing all the brain power in your organization. Once you decide to do so, there are probably a number of ways to maximize the benefit. One of my favorite ways to get people involved and to use their brains is to conduct meetings with every person in the organization each month. And I mean every last person in the organization. My meetings are billed as business reviews and usually last about a half-hour. I share the previous month’s business results and the challenges facing the business. For each challenge or problem I discuss I ask for ideas about how to solve the problem. Some are offered, but I never close the meetings with enough ideas. So I challenge the people to keep thinking about the issues and tell them I will walk the halls and factory floor and will stop to see if someone has come up with any additional ideas. If anyone thinks of something and sees me, grab me to discuss your thoughts. A number of people will follow up. They are happy to be involved and feel more strongly that they are part of the team as a result. I will also carry this one step further when I conduct brainstorming sessions, strategy meetings, or problem solving meetings. They usually involve key staff members and sometimes the engineers. I have found that it does not hurt to include a few people who wouldn’t normally participate in such meetings. Perhaps I will invite a secretary, an intern, and someone from the rank and file to join us. They may just have some ideas that the “experts” haven’t thought about. Try it at your next meeting and you might be surprised. I have found three groups of people whose brains are not tapped as much as they could be. You never seem to see young people, clerical, support, and factory people in strategy sessions, problem solving meetings, and other business meetings. Yet all have brains and can use those brains as well as everyone else. Young people don’t participate because they don’t have many years of experience to bring to the table. Yet they have some of the sharpest brains in your organization. Are you aware that most significant inventions were invented by young people? Alexander Graham Bell was 29 when he invented the telephone. Thomas Edison was 30 when he invented the phonograph and 32 when he invented the incandescent light bulb. All three of these inventions were accomplished between 1876 and 1879. My guess is that, in today’s business world, these two geniuses would not participate in strategy development meetings or problem solving meetings at the age of 30 because they wouldn’t have enough experience to significantly contribute to the meetings. I believe the lack of experience is not necessarily bad because the young person doesn’t yet know many things are not possible. You need some of that silly thinking in your meetings. The next group of underutilized brains resides in the heads of clerical people and support staff such as technicians. I really don’t know why this group is underutilized. I think management just feels that these people can’t contribute much more than they are doing. These people understand the business far better than you think. And each has a brain or you wouldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations. My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover Laser Cutting Services put together a plan to maximize the benefit of those 14,000 brains.If purchasing a laser cutting machine is too costly for you, seeking the help of laser cutting service providers is your best option. Laser cutting service providers make use of high precision, high-speed and high power laser cutting machines to cut wide variety of materials including metal, plastic, rubber, wood, stone, glass and other composite materials.Laser cutting technology is advantageous, especially if you are in the metal fabrication business since laser can cut sheet and tubular profile metals and multi-dimension metals with extreme precision. Metals cut by a laser are clean, distortion free and need not undergo further processing. Hence, you can significantly reduce production expenses and production time if you use this technology.The most commonly used lasers for cutting are CO2 lasers (carbon dioxide lasers) and Nd:YAG lasers (neodymium-doped, yttrium aluminum garnet How many of us concentrate on the total brain power in our businesses? How many of us try to utilize every brain in our business? How many of us are satisfied that the suggestion box we mounted on the wall adequately taps into the total brain power in our organization? Very few people put ideas into the suggestion box. Most don’t take the time to offer a suggestion. Many feel that no one pays attention to their suggestions anyway. As a manager, you must be pro-active in utilizing all the brain power in your organization. Once you decide to do so, there are probably a number of ways to maximize the benefit. One of my favorite ways to get people involved and to use their brains is to conduct meetings with every person in the organization each month. And I mean every last person in the organization. My meetings are billed as business reviews and usually last about a half-hour. I share the previous month’s business results and the challenges facing the business. For each challenge or problem I discuss I ask for ideas about how to solve the problem. Some are offered, but I never close the meetings with enough ideas. So I challenge the people to keep thinking about the issues and tell them I will walk the halls and factory floor and will stop to see if someone has come up with any additional ideas. If anyone thinks of something and sees me, grab me to discuss your thoughts. A number of people will follow up. They are happy to be involved and feel more strongly that they are part of the team as a result. I will also carry this one step further when I conduct brainstorming sessions, strategy meetings, or problem solving meetings. They usually involve key staff members and sometimes the engineers. I have found that it does not hurt to include a few people who wouldn’t normally participate in such meetings. Perhaps I will invite a secretary, an intern, and someone from the rank and file to join us. They may just have some ideas that the “experts” haven’t thought about. Try it at your next meeting and you might be surprised. I have found three groups of people whose brains are not tapped as much as they could be. You never seem to see young people, clerical, support, and factory people in strategy sessions, problem solving meetings, and other business meetings. Yet all have brains and can use those brains as well as everyone else. Young people don’t participate because they don’t have many years of experience to bring to the table. Yet they have some of the sharpest brains in your organization. Are you aware that most significant inventions were invented by young people? Alexander Graham Bell was 29 when he invented the telephone. Thomas Edison was 30 when he invented the phonograph and 32 when he invented the incandescent light bulb. All three of these inventions were accomplished between 1876 and 1879. My guess is that, in today’s business world, these two geniuses would not participate in strategy development meetings or problem solving meetings at the age of 30 because they wouldn’t have enough experience to significantly contribute to the meetings. I believe the lack of experience is not necessarily bad because the young person doesn’t yet know many things are not possible. You need some of that silly thinking in your meetings. The next group of underutilized brains resides in the heads of clerical people and support staff such as technicians. I really don’t know why this group is underutilized. I think management just feels that these people can’t contribute much more than they are doing. These people understand the business far better than you think. And each has a brain or you wouldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations. My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover Southwest Airlines Operations - A Strategic Perspective keep thinking about the issues and tell them I will walk the halls and factory floor and will stop to see if someone has come up with any additional ideas. If anyone thinks of something and sees me, grab me to discuss your thoughts. A number of people will follow up. They are happy to be involved and feel more strongly that they are part of the team as a result.Background:Southwest Airlines is the largest airline measured by number of passengers carried each year within the United States. It is also known as a ‘discount airline’ compared with its large rivals in the industry. Rollin King and Herb Kelleher founded Southwest Airlines on June 18, 1971. Its first flights were from Love Field in Dallas to Houston and San Antonio, short hops with no-frills service and a simple fare structure. The airline began with one simple strategy: “If you get your passengers to their destinations when they want to get there, on time, at the lowest possible fares, and make darn sure they have a good time doing it, people will fly your airline.” This approach has been the key to Southwest’s success. Currently, Southwest serves about 60 cities (in 31 states) with 71 million total passengers carried (in 2004) and with a total operating revenue of $6.5 billion. Southw I will also carry this one step further when I conduct brainstorming sessions, strategy meetings, or problem solving meetings. They usually involve key staff members and sometimes the engineers. I have found that it does not hurt to include a few people who wouldn’t normally participate in such meetings. Perhaps I will invite a secretary, an intern, and someone from the rank and file to join us. They may just have some ideas that the “experts” haven’t thought about. Try it at your next meeting and you might be surprised. I have found three groups of people whose brains are not tapped as much as they could be. You never seem to see young people, clerical, support, and factory people in strategy sessions, problem solving meetings, and other business meetings. Yet all have brains and can use those brains as well as everyone else. Young people don’t participate because they don’t have many years of experience to bring to the table. Yet they have some of the sharpest brains in your organization. Are you aware that most significant inventions were invented by young people? Alexander Graham Bell was 29 when he invented the telephone. Thomas Edison was 30 when he invented the phonograph and 32 when he invented the incandescent light bulb. All three of these inventions were accomplished between 1876 and 1879. My guess is that, in today’s business world, these two geniuses would not participate in strategy development meetings or problem solving meetings at the age of 30 because they wouldn’t have enough experience to significantly contribute to the meetings. I believe the lack of experience is not necessarily bad because the young person doesn’t yet know many things are not possible. You need some of that silly thinking in your meetings. The next group of underutilized brains resides in the heads of clerical people and support staff such as technicians. I really don’t know why this group is underutilized. I think management just feels that these people can’t contribute much more than they are doing. These people understand the business far better than you think. And each has a brain or you wouldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations. My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover Customer Service: Are You Being Served? ecause they don’t have many years of experience to bring to the table. Yet they have some of the sharpest brains in your organization. Are you aware that most significant inventions were invented by young people? Alexander Graham Bell was 29 when he invented the telephone. Thomas Edison was 30 when he invented the phonograph and 32 when he invented the incandescent light bulb. All three of these inventions were accomplished between 1876 and 1879. My guess is that, in today’s business world, these two geniuses would not participate in strategy development meetings or problem solving meetings at the age of 30 because they wouldn’t have enough experience to significantly contribute to the meetings. I believe the lack of experience is not necessarily bad because the young person doesn’t yet know many things are not possible. You need some of that silly thinking in your meetings.Where has customer service gone? It used to be that if you wanted information about a product or service, you simply contacted the company. Today, contacting a company by phone is more difficult. Sometimes you need to go through a myriad of pushing numbers to get to the department that may be able to help you. Or you get to someone who speaks English with a heavy accent. Some companies do not have telephone contact information at all – you need to try to navigate through their web site to contact them.Those of you born before the baby boomers and yes, even those of us born in the baby boomer generation, remember the days when customer service actually meant something worthwhile. I realize that times change, but with today’s technology, has customer service become an afterthought? Previously when you called a company, you actually got a real person. Today, you have to listen to a c The next group of underutilized brains resides in the heads of clerical people and support staff such as technicians. I really don’t know why this group is underutilized. I think management just feels that these people can’t contribute much more than they are doing. These people understand the business far better than you think. And each has a brain or you wouldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations. My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover 6 Great Ways to Really Annoy Your Potential Domestic Customers uldn’t entrust them with the things you do. Invite them to participate in activities beyond the scope of their duties and you will be pleasantly surprised. I sat on a department staff under a general manager. His secretary attended all staff meetings and she wasn’t there to take minutes. The general manager considered her an equal to the rest of his staff members and she participated fully in all of our deliberations.1. Call them at home in the early evening. They are cooking dinner, bathing children and feeding the dog after an exhausting day at work. They will really appreciate the opportunity to talk about banking, financial planning, credit cards, retail promotions and the things you have to sell.2. Knock on their front door at home at any time. That’s right, you don’t need an appointment, just interrupt whatever they are doing. That should give you a great lead in to your spiel. Especially good after dark, as you have added a potential security risk.3. Misrepresent the truth. This always goes down well. Tell someone they have “been specially selected” to receive a prize or suggest they will get “free stuff” which in fact they have to pay for or attend something to receive or whatever. It doesn’t matter much, just make sure you make your offer sound much better than it really is.4. F My favorite group is the factory workers. Many do menial tasks, day in and day out, which don’t require a great deal of brain power. I guess management doesn’t think they have much brain power or they would be doing something else for a living. That way of thinking is foolish. I can’t tell you about all the factory people I’ve known that use their brains far more after work and are highly successful in their endeavors. I knew a mechanic who set up a silk-screen machine in his garage to decorate T-shirts with catchy sayings he made up. He literally bought the T-shirts for pennies, fixed them up, and sold them for dollars at local flea markets on the weekends. A machine operator customized hot rods in his garage in the evenings and sold one to a magazine publisher for a huge amount of money. It graced the cover of a national hot rod magazine a few months later. There are many success stories of factory workers who became entrepreneurs after work. The point is that all of these workers have brains and are highly capable of contributing to strategy sessions and problem solving meetings. If you discuss issues with these people, challenge them to come up with ideas, and follow up getting their suggestions, you will get some good ideas. You will be starting to optimize the brain power in your business. Most importantly, the people will feel as if they are important members of the team, will have ownership in the solutions, and will work harder to make things happen in your business. 14,000 human brains or 21 tons of human brain power is a horrible resource to waste! From the book “IT AIN’T OKAY TO FAIL” Visit http://www.brianstrachan.com for more information about “IT AIN’T OKAY TO FAIL”
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