One of Tim’s most important clients has just walked into his office, unannounced. Tim stands up with a smile on his face, ready to greet him, when the dam bursts – his client explodes into an angry tirade because Tim’s organization has failed to make a delivery on time. Because of this, the client was unable to demonstrate a key product, which meant that he lost an important sale.
Tim does his best to reason with his client, but nothing he says helps the situation. The client only gets angrier, shouting accusations and spiraling further into a rage. Within a few minutes he walks out, vowing never to do business with Tim’s organization again.
Many of us have to deal with angry or unhappy clients as part of our roles, and it’s never easy. But if we know what to say and, more importantly, how to say it, we may be able to save the situation. In fact, we can even end up with a better relationship with our client than we had before.
In this article, we’ll explore how to deal with angry or difficult customers. We’ll highlight specific tips and techniques that you can use to smooth things over, so that you can leave them feeling satisfied.
Step One: Adjust Your Mindset
Once you’re aware that your client is unhappy then your first priority is to put yourself into a customer service mindset
This means that you set aside any feelings you might have that the situation isn’t your fault, or that your client has made a mistake, or that he or she is giving you unfair criticism.
All that matters is that you realize that your customer or client is upset, and that it’s up to you to solve the problem. Adjust your mindset so that you’re giving 100 percent of your focus to your client, and to the current situation. Read more here
The Truth About Time Management: It’s Not About Time
We’ve all heard the expression, “There aren’t enough hours in the day.” In truth, we’ve likely all said it at some point. Time management is a struggle for everybody, but especially entrepreneurs, CEOs, and founders.
Interestingly, some people seem to get more out of our 24 hours each day than others. As author Idowu Koyenikan said, the key to making the most of our hours isn’t time management—it’s life management. People who do it successfully balance the things they love with tasks they need to complete to maintain a well-rounded, satisfying life.
To-do lists or any one of the countless books on time management can help you achieve this balance, but things will eventually fall apart unless you make a habit of productivity—and stick to it. This might mean writing down your top priorities for the day or week, using a productivity app, or creating a plan that works best.
The Truth About Time Management for CEOs
When it comes to time management skills and techniques, business leaders are among the worst offenders. This typically happens because of the nature of leadership positions. These individuals are driven by the feeling that they have to do everything or have all the answers. On average, they’re also responsible for a lot: CEOs work 9.7 hours per weekday and spend 79 percent of weekend days and 70 percent of their vacation days working.
Success doesn’t come from adding countless tasks to your calendar and putting in the longest possible hours. It comes from purposeful, intentional work, which means managing your time more effectively to focus on what matters. To get there, business leaders have to reset their time-management expectations.
Only using productivity tools doesn’t lead to better time management—developing concrete time-management skills does.
How Are You Managing Your Time?
While CEOs and business leaders have countless resources at their disposal, they frequently lack time. Here are four steps to improve your time-management skills and techniques to maximize the time you do have: continue reading…
Why You Should Have A Website And Not Just Rely On Social Media
No one could have predicted just how revolutionary social media would be when MySpace started gaining followers in the early 2000s. Even in 2006, when Facebook and Twitter became widely available to the global population, there were still lingering doubts about its longevity and potential as a profit-making vehicle.
In retrospect, it makes sense: after the meteoric rise and crushing fall of the 90s dot com bubble, it was still very much open to interpretation as to whether this new wave of interactive media would be able to survive (let alone thrive) into the future.
We know differently today.
As of early 2019, there were 4.2 billion internet users, of which 3.397 billion were active on social media.
To put this even further into perspective, consider that, on average, every one of those users owns 5.54 social media accounts and spends 116 minutes a day scrolling their news-feeds or chatting with friends.
And those mind-boggling numbers are still growing. Three hundred twenty million new profiles were created between September 2017 and October 2018, which works out to 10 new social media users every second. This figure alone is almost double the average number of human births per second.
That’s right. Social media growth is outstripping the global human birth rate.
You Do Not Own Social Media
We get it. Starting a Facebook page for your small business when you don’t have much working capital seems like a much smarter option than stumping up for a website. Not only is it free, it can also put you in touch with pretty much everybody you’d like to sell to. If you’re a local-oriented biz you can make a point of highlighting your location or some other specific selling point. Continue reading…