Think : bored

These past few days I felt very sick and lost my happiness in everyday life. Too busy, so the reason I gave up my boredom. Too busy with a very dense schedule of therapy and talk shows, to the extent that I do not have time to buy a pair of jeans! Every time I think of my tight schedule I am a bad mood instantly. 'I want a casual stroll in the week end with my girlfriend', like that in my heart complaints. It sounds very childish but that's what I felt in recent days.

Throughout the afternoon I examined my feelings to convince me whether saturated and lost happiness. Usually I really enjoy my activities but all of a sudden I feel depressed as if nothing else I can find happiness in my activities. 'What do I get depressed?', The question arises in my mind.

I pondered this all afternoon and evening. 'Where my happiness? Why all of a sudden I was not happy? ', I keep asking about it in my heart. Suddenly, when I was in the shower I found the answer, 'Because I conditioned my happiness!', The answer was like a thunderstorm that woke me up. Of course I lost my happiness because of my own that makes it disappear.

I was reminded of a computer programming language. If you are close to the world of computers then you are certainly familiar with the program 'If .... Then ... '. Just like that, I conditioned my happiness with so many 'If ... then ...'. I make the program 'Then If too much therapy I was not happy', 'If not with my girlfriend Then I was not happy', 'If at the end of the week is not a walk Then I'm not happy'. I own a partitioned room of happiness in me. Like a house I make so much room partition 'Not Happy' to confiscate the room 'Happy' till the end room 'Happy' I was almost exhausted.

But how can I be expanding space 'Happy' me? Suddenly I realized back in the contemplation of the passage of my breath. It occurred in my mind, 'Is not properly grateful because they still have breath?' So I put a new program in my mind, 'If the entry can still feel out of breath Then I train to be happier.' Yes, I'm open partitions room 'Not Happy' to me and make room conditions 'Happy' to its fullest.

If only we did not create the conditions that limit our happiness then all things can bring happiness in ourselves. If only we can feel happy in every breath we pull and happiness then the room we will not have a partition again and that there is happiness itself ... that is not conditioned bliss.

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challenges of a potential leader

Each company often seeks to become the market leader in products and or services they provide. It would be easier if the product or service is new in the market. So when a product or service may be acceptable to the market, it will immediately become a leader.

Most people have started to suggest that sell products and or services that are not in the market so that we can control the market since the beginning and not have to bother to face the challenges of entrepreneurs who have started first. But it can not be enough to guarantee, because not necessarily also be the first to enter the market, we will automatically become the market leader.

But let's say that by all means, either normally or because there are regulations that provide the opportunity for your company to a monopoly, the company that later became the market leader. Is it true that you will be safe?

Depending on how you think. If your employer is already a market leader in more than 20 years and has become incumbent company then maybe you'll feel safe. Because such companies are still be long until the company went bankrupt. Especially if this is the place you work is the incumbent company, in this country not just the state that will be maintained to stay alive, even private companies have long operated even when it can be considered a state asset.

But is it true you want your company does more than stay alive than be able to support you with pretty decent? Indeed, to say thanks and that the company can stay alive only and can support you with a minimum standard of living standard of course everyone has to be grateful.

But to my knowledge has been much written that states that a company created to multiplying wealth is not only creating wealth. That means all those involved in the company should obtain welfare and whenever time passes then welfare must be doubled.

Then what is the cause of an incumbent company could lose their market share even lose a lot of income that has been successfully they achieve? Not much cause except one thing: be a leader.

So, that is be a leader is a mistake?

Depending on your point of view only. But for me, be a leader is a fire. When we can control the fire to keep warm and encouraging the fire to be very useful. But no one would dare leave the fire unattended. When you are camping and make the bed, always have to remember to not let the fire burn itself when you go to bed.

Similarly, be a market leader. Your company's position as market leader is very interesting to pursue. If the business you are running does not have competitors it is rather difficult to set targets or target company. But when the business already has many competitors, it became the market leader is a very exciting target.

Even when one of your company's competitors has become the market leader, then all firms in the same field would make the achievement of the company as a target. Still remember my article titled "Competition Formula One"?

In these writings I stated that it would be better if every company is trying to be better than their competitors, when tried to snatch the leader position. Get more customers and gain more revenue because it provides the quality product or service better.

So, let's say one day the entire enterprise in this beloved country, while vying for the position of leader, made efforts to be better than competitors, so what?

That is precisely the problem for me and you who own or work at a company. That our company that may have become a leader will lose market share. Just like when the F1 driver was overtaken by their opponents.

But, does that risk become a leader?

Oops, you ask questions that are very precise. Indeed so. Michael Schumacher is also aware of it. Raikonen, Montoya, Alonso, Massa, Barichello aware of it. All had been a most unlikely leader for a lap or at the time of pool position. And all also been overtaken by competitors even when they become leaders. Not only that, even some of them later defeated by a competitor who overtook them earlier.

Then why they could overtaken competitors abandoned even though they've been a leader after a few laps? Then why the company became the market leader company overtaken by competitors who were probably not taken into account?

Answers to two questions were the same. Off guard. Can be several different answers in detail proposed but if you want to be one word in answer, yes just one: the guard.

Negligent of the needs of consumers. Changing consumer needs, leading to product quality and service standards are also to be changed. So when a consumer needs change, the company also needs to be changed. Quality standards are often set by the consumer. No matter you are a black belt in Six Sigma concepts, but when you do not change the standards of quality, then you are not getting 3.4 errors per million products (defects per million opportunities) but you might get an error 690 000 per millions of products (DPMO) or 1 sigma alone. And that's still lucky compared to none of the products or services of the company you work in an acceptable quality level of the consumer.

You and many writers of books will have a long list of inadvertence what can happen to the market leader so they can be overtaken by its competitors. Just like the overtake Gudang Garam, Sampoerna, and a long list of salip because of careless overtaking.

've Never read The Next Global Stage Kenichi Ohmae was not it? Have you seen how the most recent 3 C Ohmae acknowledges that its no longer be made the list for sure which ones to competitors and which can be said as a consumer?

So for every market leader of the most important thing is not negligent. Look carefully at the consumer voice. Consumers can change the direction of the company. Even now the company is no longer easy to define what Business Are We in. What Sony's business? Radio, Tape, TV? They had long sold the playstation right? Electronic? They even invited Ericsson to sell mobile phones. So what are Sony's business in?

What are Toshiba's business in? They sell televisions, refrigerators but also sell laptops. So what?

If the company is no longer able to easily define what Are We in business, according to Ohmae, just as hard when companies were asked who their customers, as well as hard to ask who their competitors (please check out my article titled "Competition No Longer Straight" - in the book business "Horse Eye").

So the most important challenge for all companies is not complacent. The company remains an institution that multiplying wealth. What's changed now is that consumers who decide what Are We in business, and also consumers who set the standard calculation of six sigma quality so we even have adaptable.

So, yes there are no other words: do not be careless!

 

 

 

 

 

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secret to Become A Risk Taker

"There is no security on this earth. Only opportunity." - Douglas MacArthur.



What happens when we are afraid to take risks in life? Everything we do must be at risk! Especially if you want to progress and success, the risk is something we should already be familiar with, not avoided.

Talk about the risks, such as William J. Bernstein in his book "The Four Pillars of Investing", "Risk, like pornography, is Difficult to define, but We think We Know it When We see it." Risk, like pornography, difficult to define, but we will know if we've seen. Similarly, the risk, we will know and feel it when we have been through it.

If we dare to take risks, meaning that we have dared to live the life itself. Also shows that we are assured of getting a valuable lesson from each of the risks taken. Of course that does not mean a step without calculation. One secret of the people who have been successful, as they reveal, is that they often take risks in acting.



So, why some people are reluctant to take risks? The answer is simple. They are afraid of failure, thinking can not do, or do not feel proficient and talented. Courage to take risks, is actually more to show the character and mental. Not on the size of the risks faced. The quality of a person is not determined from the events that came to him, but from the response that he gave of the event itself.

So, if we hesitate to go because they do not know what will confront us later step, daring to take risks. Dare to take the opportunities that come for the realization of a better life. After all, we will not know whether we can deal with it or not, before we actually experience it.

However, once again reminded, does not mean risk-taking rash action. Just because a person managed to succeed because it is not afraid of risk, we still must do the preparation and thorough consideration. So that if one day we feared the risk of it actually happening, we can pass well. That's when we want to succeed in everything, we will always be faced with the risk. Risk is associated with fear-fear of the onset of chaos, fear the judgments of others are judged, and the fear of the unexpected things that wait ahead. Face the fear and make sense of fear as a motivator!

No we know, a lot of advantages that we can take if we dare to take risks and face. When we make a mistake, we will automatically be prudent in the future. If we succeed, we will learn and know the magnitude of the capabilities and potential that we have. In terms of career, when we dare to take risks, then it will lead us to be a leader and innovator. The key to all of those mentioned above are, be a smart risk taker-an intelligent risk taker!

Here are six ways that are written by Beth Banks, PhD, an expert in the field of leadership development, which could lead us to become one of them.


Believe in instinct

Do not wait until a real clue comes to us, just take a decision, because it could be the instructions that came too late or even not come at all. Even if there is an excellent guide, not only we are informed, but also others who might have the same goal. When approached brilliant idea, do not waste a lot of time, and do immediately realized then and there! Believe in what your heart.


Do not be afraid to ask for help
If indeed we are facing something that we did not understand it, whereas something that could bring great progress towards what we want to achieve, do not hesitate to have recourse to the more expert. If we continue to get caught up in the fear of risk-fear when asking for help to others, then our ability to be underestimated, so we'll never get ahead.



Remove the positive energy
Fear, stress, and uncertainty can make our "friends", not an enemy to be avoided, provided we treat it as a motivation, not as a barrier. Get used to menolelir those feelings. Always remind yourself, that progress will not come if we do not move forward to a state of uncertainty.



Anticipation and action
Not make an actual decision is a decision, which is bad of course. Think like an athlete, and learn to put yourself in that action and the actions needed to achieve an achievement.



Learning from Failure

The most valuable lessons in our lives is what results from a failure. People can be very forgiving if we really did your best and being full of integrity.



Realistic
Indeed, sometimes the ideas and dreams that superfantastis will look very good on paper, but reality is not as easy as writing on a piece of paper. When we feel ready to take risks, think of a plausible reason why we would do it.

There are several obstacles that can make us discouraged to become a risk taker. Perhaps, by knowing what obstacles / feeling, we can be better prepared and did not change his mind to move forward to achieve what we want, although there are risks that face!



-Fear of rejection

-Fear not get approval

-Feelings of guilt

-The desire to always be true

-Uncertainty

-Fear underestimated

-Avoid conflicts

-Fear of failure

- "Play" safe

-Fear of hurting others.

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Customer surprising technique

Surprise is sometimes necessary to make an impression on customers. With a bit of additional services in the form of surprises, a business can be will always be in the hearts of customers. This added value should always be given in the form of service to customers.


Surprises like what can we try to give?


Give bonuses not be approximated

In essence, do not underestimate the bonuses, even though small in value even once. Therefore, many people appreciate and feel happy to get the goods "free". Thus,
do not be surprised if this time, many companies compete to provide bonuses-that even heavily-advertised to attract consumers.


Say hello typical

Congratulations came up with the name of the store, sometimes it can be "event" to further introduce the product to the buyer's subconscious.


Show your hospitality with sincerity

This is actually something that is commonplace and should be done as part of customer service. But, try to observe such a line at the bank. Sometimes, just by giving a "surprise" as small as a candy, bottled drinks, or balloons for carrying small children, have made consumers feel privileged.


Give a birthday surprise

If along the path back and forth in the North or South of Java, there is a restaurant that is quite unique. When about to order a meal, the waiter usually ask the buyer's date of birth. Apparently, if by chance there was a birthday, then the restaurant would provide a "bonus" for a small party in question. Of course, the surprise will make the customer happy and most likely, he will speak to others about the surprise.


Give a discount in accordance with the things I thought

Ever seen an ad in the media that mention a restaurant discounts with age? Imagine, if 90-year-old who visited (although very rarely) the discount must be enormous. Surprises of this kind will lure people to come.

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7 Tips to Avoid Financial Mistakes Set For Young Entrepreneur

Lately, more and more number of young entrepreneurs. Unfortunately, the ardent spirit of young people are often not accompanied by a mature calculation. One factor that often makes "wither before developing" is a condition of financial planning and haphazard.  Actually there are some things that should be aware of:


Invest in excess of those required

Many young people who want immediate "wow" at the moment they first opened the business. Many direct employees, rent expensive office location, furniture and office supplies are very modern. According to Alexa von Tobel, CEO of LearnVest.com, a financial consulting firm, should focus on products and services.


Reduce costs in areas that are considered can be solved alone

Young people often oversimplify things. In fact, they sometimes can be a figure of "the lord knows everything". Thus, there are some important things that is often forgotten (read: excluded), such as financial and tax reports. Consequently, when I had to pay business taxes, there are some conditions that make the company incur a fine. Therefore, according to Eric Johnson, a financial adviser from Signature, a financial planner, need to hire experts to overcome this sort of thing.


Do not pay themselves

Because very excited, sometimes we do not care whether paid or not. However, if this habit continued, according to Diana Ransom, a writer of small businesses, could trigger chaos on the placement of money. Namely, sometimes because they feel desperate for money, without realizing it, business owners took the company money because all this was not paid.


Did not plan the worst possible conditions

According to Johnson, there are many young people who felt himself "bulletproof" aka the hurricane lasting shocks that could undermine the effort. Therefore, they tend not prepared when the situation worsened. Johnson's advice, even when young are still many opportunities to improve performance, worst still prepare a plan as a precaution.


Mixing the personal and corporate assets

Young people are usually lazy to separate personal and corporate assets. Consequently, when there are problems with personal assets can go missing, for example, to pay debts. Therefore, it is advisable to separate these assets.


Using personal credit cards for business

Business is business affairs, do not confuse with personal affairs. So, if you want to buy goods or assets to the company, using company money.


Utilizing the company money exceeds the capacity

There are times, when business goes like this and hope that lust buying surge. That should have a fairly standard computer to type and print the document, directly buying the most advanced computers without being able to maximize its usefulness. If this continues, there will be imbalance in the effort that could undermine efforts to raise profit potential.

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Punish Yourself

One time, Raden Permadi accosted a group of "village people" in a state of anxiety. Groups of people are asking for help to quell the knight herd of robbers who were rampant in the village.

Encouraged deep sense of humanity, let alone keep his position as keeper of peace, Raden Permadi unthinkingly into the armory, took an arrow as a means to deal with troublemakers.

How shocked he was, because it found his brother, Raden Yudisthira are making love with the goddess Draupadi. An action is improper for a sister to watch this situation. What can make, he still entered the warehouse, pick up weapons to help the people.

When finished crushing the robber, the brother of her sister's face, say sorry. His brother understand and justify the reasons of interest faced by his brother, forgive. The younger sister who has admitted his guilt ready to accept the punishment, but his brother did not want to impose penalties.

Faced with this, then excused himself to go Raden Permadi penance, introspection and find out how to avoid mistakes that happen. He punishes himself.

That bit of the old story. Paragon contained we need to reflect and take lesson.

At this time, many people are difficult to admit mistakes ever made, especially when reprimanded by the crowd.

For the sake of prestige and pride, he attempted to clean themselves, seeking an alibi by showing that the fault is not in itself, but on the other side.

Even if no one is to blame, he will blame circumstances and conditions.

Are we there is no attempt to fix a new paradigm that is still not agreed upon by people who have a conscience?

It is an obligation of living that we carry out the activity. Start of activity in our own homes, in a village environment, the workplace, in society, within the scope of the country and globally, worldwide!

We have an obligation to create a peaceful atmosphere, fun and full of tolerance in society.

Most of us have moral teaching which is a motivation to survive, prosper and create inner and outer harmony with the human environment, animals and natural surroundings.

An ecosystem that we need each other to live with a variety of animals, the environment and nature. Romances can lead to life-many problem.

If there are animals buffalo, horses, dogs, cats that DLS can be friends with us, also become a threat, such as tigers, crocodiles, scorpions, rats DLS.

With common sense, we need each other to try to be harmful to us, so that can be utilized.

At this time, each use in accordance with the "natural law" has been changed. A new paradigm is "valid" has been formed in accordance with the processes of life.

Buffalo, horses, dogs, cats DLS can be slaughtered for meat consumption, while the tigers, crocodiles, scorpions, rats made DLS pets, meaning mernjadi human companions.

Streams no longer require a ditch, because the road already has a dual function, where elapsed lalangnya vehicle containing a man with his needs and places belalunya water in times of rain. Ditch was not able to hold water, some water has been through the highway in both the cities and villages.

If during "normal" mountain region there was no flood, then the 21st century tersebutlah floods hit parts of Ungaran, Parakan as well as some mountainous areas.

In that case, today we live, let us look for faults in ourselves.

It's feasible that we live as human beings have the creativity, taste and intention? It's true that we act so we do not violate the norms of morality or religious norms? It's true that we maintain an environment with humans, animals and with nature?

Can we have a small potential that we have not littering so that the gutter is not clogged?

Have we dare to admit mistakes that we do and decide to punish ourselves so that people around us become trentram and peace?

Starting from this moment, today  we shall realize that we each have the potential to improve the sad state that we experience.

With great humility, we try to remember the moral teachings of our mother's father taught. Every little bit of his message, mandated us to implement.

With the full power of conscience, we are determined to practice the religion that is full of shades of peace, sacrifice and struggle for human beings.

Let us resolve (rather than just desperate) to make ourselves better, keep all the moral turpitude to replace with commendable deeds.

We still do not be arrogant praised. Remember the science of rice, containing more and more submissive.

We are determined to improve yourself, as well as to improve Indonesia. Do not worry there is a sense of envy when others do not do, but strive to do.

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Choose Your Environment For Success

Surroundings and our environment can affect us. The situation can also affect our soul. Mood state can also affect us. Affecting to be and do something action.

In the fasting month some time ago, I was told about the many beggars who could earn 1-2 million per day. Older mothers, even children in the street suddenly increased his income in the month of Ramadan and peak fitting widths. Because this is too often they specifically came from village to town just to beg.

But why are people so kind to charity? Why are they so much charity at that time? All because his heart is to be run solemn worship during the holy month. They were so eager to run all the worship that can be done, including many charities.

Americans who used to go to Las Vegas, before I know no news married there. Suddenly the desire to get married they arise. This is because the atmosphere of the city of Las Vegas who often married with the requirements and procedures are so easy. He said one day the church can marry up to 30 pairs. With a queue of all.

I often asked them to friends who travel to Singapore, "If you go to Singapore, would you littering?" "No," they replied. "So what if in Indonesia still littering?". "Yes, because here all the way."

Whether they can not discipline? Could not they should be taught? Can. It does not even have to be taught, just tell them to Singapore. Once there they are not littering. Why did they do it in Indonesia? In Indonesia because they consider legitimate to do so. It's okay, no action. Differences with Singapore which could be fined up to hundreds of thousands of dollars.

I have a friend who is very stingy. He was even in the early days living in America does not want to tip, the money thanks to restaurant employees. But after living there for 3-4 months, he used to tip 15% of total expenditures, at least 10%. Why change? "I might get hurt if you do not tip. Can be summoned for questioning," he replied.

It turns out that stingy people who normally do not tip, came to the place where all people to tip, he's also doing it. This is because the surrounding environment to do that so influenced him.

Mood as the month of fasting, such as the environment in Singapore, such as cultural values ​​in America will inevitably affect us. That stingy to charities. The usual is not charity to charity. Undisciplined to be disciplined.

Well, so does success. Success will also be influenced by the environment, the people around us and the cultural values ​​espoused. Therefore we should also look for the environment, people who have values ​​that are successful. Because this will affect us being successful as well.

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The secret of 8 Steps To Satisfy Customer

"A building can be designed to satisfy" by the month "with the regularity of a provider. Or it can give satisfaction in a very different way," by the moment, "the fraction of a second, with the thrill of a lover. " Richard Neutra

Consumer is king. That is a slogan that is often expressed by the Businessman. Because it is positioned as the king:

    Form of service provided, must be the best and try as much as possible in order to power the disappointment not to happen.
    All complaints must be addressed with full attention and wise. While consumers are still willing to complain, it is one indicator that consumers are still:
        Doubt - doubt / not satisfied with the product.
        Need more detailed information

"If I discover within myself a desire the which no experience in this world can satisfy, the most probable explanation is that i was made for another world". C.S. Lewis.

If the complaint dealt with attentive, serious and wise then consumers will not switch to a competitor's product, aka remain a loyal customer. The results of a survey of 26 consumers were disappointed, only 1 Consumers who submit complaints (25% switched to a competitor's product because the complaints are not handled properly). 56% of complaints are handled properly (consumer satisfaction), making Consumers are becoming more and more loyal. The factors - factors that underlie the "why" Consumers are reluctant / do not want to submit the complaint is

    Most are not taken seriously.
    Most are not any good because there is no real action.
    Most do not know to be delivered to whom.
    Most feel ashamed to deliver.

"The primary use of conversation is to satisfy the impulse to talk". George Santayana In this competitive era of the all-if you want to survive and progress, in addition to product quality number 1 (one), the service also "should be" the best. Consumers will be able to tolerate lack of product if you get the best service. But Consumers will soon switch to the competitor product if you have a dissatisfaction with the service that diterima.Adapun effective way to satisfy consumers if the complaint is

    SMILE & SHAKE HAND. Smile, it's the second best thing one can do with one's lips. Psychologically (momentarily), the smile will be able to remove complaints, discontent or disappointment.   GIVE BUSINESS CARD. Before prompted, give the card a name and a warm greeting with eyes staring at the Consumer Direct. Say that could serve the customer is a joy in itself. "Sinful and forbidden Poisoned Pleasures are like bread; They may satisfy appetite for the moment, but there is death in Them at the end". Tryon Edwards

    OFFER ASSISTANCE. You keep customers by delivering aspects on your promises, fulfilling your commitments and continually investing in the quality of your relationships. Brian Tracy. Never once - once offered things - things outside of the capacity / not in accordance with company policy, which ultimately can not be met. This will have very bad at all for the image of the company.
    Hawaiian Ecosystems at Risk WITH Empathy. If your job is customer satisfaction, your real job title is Problem - Solver. Brian Tracy. Whether the complaint is true or false, it is number 2 (two). The important thing is to hear it all with great interest and empathy.
    Regret FOR THE INCONVENIENCE. Apologize for the inconvenience. Offer your customers a long term relationships, then do everything possible to build and maintain it. Brian Tracy. First - first, there is no harm in expressing the word "sorry", where they have either right or wrong. If true, give the sense so that consumers can understand. If wrong, immediately corrected by the polite and courteous (diplomacy).
    TAKE ACTION & FIND OUT THE SOLUTION. Everyone is in the business of customer satisfaction. Who are your customers and how are They doing? Brian Tracy. If the subject matter in mind, take immediate action. If possible, place directly in front of consumers.
    IDENTIFY THE CUSTOMER. Express your admiration for the traits, possessions or accomplishments of your customer. Little Things mean a lot. Brian Tracy. The goal is to repeat back the word "sorry" and promised that this will not happen again. If possible, give souvenirs as memories - memories.

THANKS FOR THE complain. Attitude and personality are as Important as experienced and ability. Choose wisely. Brian Tracy. Say that without a complaint, then the weakness will not be known / fixed.

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Babies Business

Humans do not grow up directly, but through a process. The cycle of life starting from birth, crawling, walking, running and finally jump ...

It is so with the state of a business. Every business has processes. Starting from the time of birth, waddled, grow larger and eventually become a giant.

But ...

In contrast to the life processes in the human world, babies business, particularly in Indonesia, not escorted his parents.

Once born, babies are immediately confronted with the fierce business environment. They must fight to survive.

Like a newly hatched baby turtles on the beach, babies business should be run, as soon as possible ... independence to the sea (break-even!) ...

While running, the baby turtles face threats that are not little ... from land or from the air at once.

And when he got dilautpun, a fact of life is nothing more beautiful than life on land, they still face danger.

Facts prove, that only a small baby turtles that survive and grow into successful adults. This is a fact of life in the world.

In the world of bisnispun situation is not much different. After five years, only 20% of new firms that survive. After 10 years, only 4% of the remaining (E-Myth Revisited, Gerber).

However,

despite the threat of whack and come from all directions, the turtles swim freely on the high seas wherever they want.

And, despite all dangers and risks they face, they feel, their lives were much better than on the turtles at the Aquarium.

It is also an indisputable fact, that every year hundreds of thousands born, perhaps millions, of new babies baby turtles.

They ran towards the sea, and not to the ground ..
Why you do not follow them?

See You At The Top,

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Six Basic Quality of Service

Many companies can achieve a very big advantage, but very few who can act as good stewards. Companies that are able to serve its customers well must have the human resources (HR) quality, with the skills and abilities that qualified in providing services. The quality and capabilities of what should be owned by those who wrestle in the field of services, particularly those that relate and interact directly with customers?

Self

The first thing customers see and note the appearance, both the appearance of the giver or the service office. What they see and notice it will give the first impression, which is very important, even before the service provided.

Appearance here may well include all the physical aspects of the service providers and state office. Starting from the neatness of dress or uniform is used, neatness of hair, nails, facial, and others. Companies that have a clean and tidy office personnel typically have a clean and tidy as well. If customers already feel uncomfortable since it first entered the office and see customer service for example, then they would think twice about dealing with you.

Speech

What is meant here is not talking like selling drugs on the streets, but rather on the selection of vocabulary and use appropriate intonation in speech. Impressed cynical tone will certainly make customers feel uncomfortable, even though the words are used is correct and polite. In contrast, intonation and speaking style are too polite will not help if the message is clear and does not connect with the customer's problem.

Believe it or not, many people who are not gifted in speech. Starting from the facial expressions that seem Jutek, the sound is too loud, too harsh tone, or the use of vocabulary that did not fit the situation and despite the fact that their interlocutor is speaking normally. The ability to speak and convey the message is one of the main conditions to be able to provide good service.

Speed ​​and alacrity

Although a job is done properly and the results are good, but if past the deadline, it will not have a place in the hearts of customers. Speed ​​is very necessary and very influential on each service provided. Especially in an age of almost instantaneous now, customers are demanding not only good service, but also fast.

Attitude or work ethic of all the people who like to procrastinate adversely affect the services provided, especially when it comes to be seen or known by the customer. All the needs and complaints immediately impressed delayed or not done will immediately create a negative impression in the minds of customers.

Mastery of Medan or Problems

Good service is also very dependent on a good product knowledge and mastery of problems and solutions. Not enough just to look and talk a fine capability, customers will not feel served if the company does not understand the real problems and solutions needed by the customer.

Often times, the conversation between the customer and the company seemed incoherent and convoluted simply because the company did not have adequate knowledge and is not qualified in finding appropriate solutions to customers. A good customer service should also have a qualified technical knowledge related to the field or industrial company that was involved, rather than having to pass every conversation into parts or technical divisions.

Responsibility

This quality is rarely possessed by those who wrestle in the ministry. Many people who managed to give a good performance in the early stages, but at follow-up stage or later stage they act indifferent and unconcerned. Often, companies use hit and run tactics in approaching customers, they "run away" from their responsibilities when problems come up.

Responsibility would require courage and commitment. How often have you as a customer feel "passed" as a complaint? Telephone lines have sometimes passed up four or five times just to get the answers floating and there is no solution at all. Companies that provide good service is always responsible for any problems that occur by providing real action, though not yet able to solve problems that occur.

Empathy

People who have been able to feel empathy for any problems or suffering of others, as if that is the problem or the pain itself. May seem excessive, but the character is able to make someone care about other people. Well, because it is very important for those who wrestle in the field of service to have this quality. If there is no concern, it is impossible to create attention, willingness and commitment to serve.

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Leadership for Customer Satisfaction

Gary Kelly has always focus how important the support team of your employees effectively. Southwest Airlines culture carved out by the founder Herb Kelleher who has now retired apparently decreased in Gary Kelly.

Southwest airline based in Dallas, United States, has spawned a well-known leaders with a reputation for its service. We all know Herb Kelleher, the founder and CEO, who greatly admired his subordinates. He is a figure that puts the interests and welfare of employees to be able to create good service to customers throughout the Southwest.

Culture is apparently decreased in Gary Kelly, who served as CEO after Herb. "Leadership is how the support team of your employees effectively." As soon as Gary Kelly's guidance in carrying out his role as Chairman of the Board, President, and CEO of Southwest Airlines.

As a veteran who was only 23 years old at the time of serving CFO in 1989, Gary worked with Herb Kelleher and President Emeritus Colleen Barrett to build a major national airlines and low fare that has been famous for its reputation in service and customer satisfaction.

Gary began his career at Southwest as Controller, then rose to CFO, Vice President Finance, Executive Vice President and CFO, before finally being promoted to CEO and Vice Chairman in July 2004. He was Chairman in May 2008 and President in July 2008. Prior to joining Southwest, Gary became a CPA at Arthur Young & Company in Dallas and Controller at Systems Center, Inc..

Shortly thereafter, Southwest Airlines celebrates his victory years achieve a profit in the birthday-37, and was crowned ranked first in customer satisfaction by the Department of Transportation in 2009. For nearly 13 years in a row, Fortune magazine listed Southwest as one of the most admired companies.

Gary himself has received awards and recognition, including listed in 25 Most Influential Executives of 2004, the Texan of the Year finalist by the editors of the Dallas Morning News in 2005, the award 4th Annual Friends of Texas Public Schools Friend of the Year in 2008, and called as America's best CEO in 2008, 2009 and 2010 by Institutional Investor magazine. Most recently he was elected again as the Dallas CEO of the Year by the Dallas Morning News and D Magazine's CEO.

During his leadership in the Southwest, Gary Kelly has always stressed the importance of caring for others. "Southwest Airlines is a company that is similar to a family company that is very close to each other."

Low cost, customer satisfaction, and customer focus are the three things that always tried to be balanced by Gary Kelly in the lead company. He realized that the culture of good customer service is already embedded in the company since he first set foot in the Southwest in 1985.

"Communication is core to become a leader," said Gary, who has served as CFO and accountant reliably. Now, he realizes that being a CEO and Chairman different from a financial expert. "Two ears and one mouth that is given to us is proof that communication was better at listening than talking." Gary continued, "leaders must know when to listen and when to talk."

Although other airlines are experiencing many setbacks, Southwest is able to be profitable airline since 1972, although they had to pass through difficult times due to the decline in global economic conditions for several months. Gary carefully preparing the strategy, namely to focus on building good customer service. At the moment feels very difficult to maintain profit, he tried to maintain the Southwest from the ministry.

At the time, even Southwest has only one type of aircraft in flight throughout the fleet. The goal is to focus on the security or safety in flight. Gary believes that security will eventually lead to profit.

Southwest has a different policy with another company. Gary reported that the Southwest employees have the highest salaries among other airlines. In contrast, the salaries of the executives was not really the highest in the industry.

Leaders at Southwest agreed that it is precisely in times of crisis, companies should not increase the salaries of the executive, but rather enhance employee well-being first. "Good leaders ensure the safety of its employees first," explains Gary.

Each employee must have expectations and needs of each. Educate leaders and employees in order to express their views with each other a respectful manner is part of how to lead through change. "Be humble, always ready for anything unexpected, and quickly adapt to existing realities." Gary continued that all the focus is aimed at employees is useful for each of them able to understand and meet the expectations of each other . It uses the pilot as an example, "easy to find an expert pilot who flew the planes, but finding pilots who can handle all the crew to let a very difficult".

Reflecting the Herb Kelleher is considered as a legend, Gary applied his leadership in order to enter and adapt to the team, employees, corporate culture, and including himself. They believe that the benefits and enjoyment will come by itself if Southwest can continue to run smoothly with good customer service performance.

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Secret Service Effective Role Model

When I was in a service process flow, a customer can feel whether the company has a service culture that is positive or negative impression. Every company would want customers to have a positive impression of the services provided. The difference between companies with one another lies in the desire to have a service culture and seriousness to build and implement it. When it is committed to building a culture of effective services, the company is not enough just to put people or leaders oriented to customers, but also needed a strategy that give reasons why certain policies and lawful behavior within the company.

Effective Role Model

Role model is a pilot service in providing care for many people, especially among those who should provide service to customers. Role models do not give a specific reason for many people behave, but rather exemplifies how it behaves. Without role models, the company is very difficult to build a culture. Even more importantly, without role models, the company does not have a "spirit of service."

The presence of role models is very important, and its role will be very effective if the company is already implementing the right strategies in customer satisfaction. Service is not just an attitude, but also a design. Thus, the service is produced not only because there are some people in a company that has service attitude, but because there are some people who design and implement and maintain the service applied in accordance with the design. That service as a strategy that is loaded with design. Companies may not achieve the cultural ministry without first designed them. Then, how the company designed the service? And, where the role of role models in this ministry?

Design Services As a Strategy

I am always asked by companies that want to build a service culture. Is it true that the service is exemplary? If so, let us ask some people in the company to provide exemplary in providing services for many groups. True, construct exemplary service needs, but the example did not make the company have a culture of service. Services that are a real attitude is also a blue print. When building blue print, the customer who became a benchmark, then the service blueprint is a guide the flow of corporate resources to provide superior service and customer satisfaction. Effective blueprint should also refer to the blue print competitors.

Blue Print Service Elements of Strategy

When designing a blue print services, there are four basic elements considered essential to a full service strategy and effective. Sequentially, the fourth element is the service process, service surprise, service fairness, and service recovery.

In marketing, there are promises to customers, then this is the process that describes how the promise is kept by the company. When kept his promise, make sure there is no element is overlooked. The forgotten things can be caused by human error, namely because Careless or Ignorance, can also occur because the process is too complicated. An effective process must be designed and given specifications. The design process should be simple to avoid many errors in the channel. Keywords in the service process is accurate and dependable. Without accurate and dependable promise of providing appropriate, customers will feel disappointed. Therefore, the service process to prove that the service is not just attitude, but a pipe or service line.

Service surprise is also a design that deliberately imposed so that customers could be surprised by a process not previously expected. Surprise not a gimmick or promotion. Surprise effective initiative must come from beyond expectation shown by frontliner for assisting customers with no limits and the elements of attention to detail, even more detail than competitors. Thus, this element of surprise comes because of an additional process that was never expected by the customer.

This element can be designed in advance and submitted to the frontliner to be applied as a weapon to please some customers who are considered to be pleased with the business. Frontliner can be equipped with an element of surprise as the ultimate weapon that is used only occasionally. When executed, the element of surprise is expected to impress as an empowerment, which for the customer to be a surprise.

All elements must be on-delivery service is the fair by referring to the values ​​of integrity. One of them is reflected as a service attitude that upholds fairness. Customer service is very offended if there is no fairness. Perhaps we as customers are still able to tolerate a speed problem, but when his business about fairness, then it becomes a problem that can not be tolerated. Therefore, establishing fairness should be the core of service values ​​that must be upheld. Fairness touches all customer expectations. Therefore, ensure fairness becomes an unforgettable service strategy. The company will be praised if it has service excellence, but will be discussed to be a hero when customers apply fair to the customer. Service is fair for customers. Create a customer though, fairness is hope, but because it's hard to get, fairness is part of a surprise.

The next important element is designed for service recovery. Customer basically more forgiving than the company. Not only forgiving, customers can also forget the mistakes of the company. But customers also can be vindictive when the company does not perform service recovery quickly and thoroughly. Subscribers to forget a mistake if companies make improvements of the error in Sincere, namely by showing a serious effort to correct the error. Conversely, if the company is perceived grudge customer does not respond to customer complaints.

Secret Role Model

How to become a successful role model? Certainly, first of all design services starting from the values ​​to be applied, then the process of applying, and empowerment undertaken to execute surprise, fairness, and recovery. Modeling in the service will be successfully carried out if a role model fully understand the direction of the company and how the service was designed and behave in accordance with the behavior that needs to be exemplified to implement an effective design services, fast, accurate, thorough, sincere, not Careless, no Ignorance, and fair. Whether you are a role model of service?

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Towards transformed Profit Center

Lately, more and more important role of Call Center. No wonder when BII serious work on the Call Center as a strategy of integrated marketing communication (IMC) in order to realize a profit center for the company.

Among corporate banking services in Indonesia, Bank International Indonesia (BII) is quite heavily in creating new innovations and breakthroughs that puts the customer. Various products are developed according to customer expectations. Among these are the BII Woman One woman who was saving the first in Indonesia and is designed to provide a solution in answering all the needs and desires of female customers. In addition, there are also savings BII and BII SuperKidz Pro is intended for professional customers and children.

BII also continue to innovate in services. One is to develop wealth management services, offering Platinum Access which provides a wide selection of investment products to meet the diverse financial kebutuhanan customers, while providing an exclusive service of relationship managers who are competent and professional in helping customers achieve their financial goals.

"Basically, BII Customer Care aims to serve all customers. Surely Call Center service is what will be the channel that bridges between BII and in offering customers the ease transacting and information needs. That is, the Call Center provide whatever the customer needs and wherever they may be, "said Amelia Ragamulu, Division Head BII.

In facilitating access to its customers, BII Customer Care offers service 24 hours, 7 days a week, and 365 days, supported by 100 call center agents are divided into 10 shifts to handle the incoming call-ranged between 3000-5000 calls per the day. "Call the incoming fluctuated, with the abandon call about 1-2 percent," said Amelia.

No doubt Amelia, the trend of developments in technology make this approach to marketing is increasingly varied. In addition to mass marketing and micro marketing, Call Center can act as an alternative support in creating an integrated marketing communications or integrated marketing communication (IMC).

The new paradigm has also been prepared BII to make its call center as a profit center. Given its important role as the spearhead of all information products, programs, and banking services BII, BII Customer Care is believed to contribute in increasing sales. "Currently, the Call Center we've stepped into that direction, by requiring agencies to conduct cross-selling in order to assist in improving sales performance of corporate profits," he added.

In order to realize his ambition, the BII made several attempts. Since developed in 2007 to the present, BII Customer Care continues to fix the quality of its human resources. Through education and training, each call center agent was equipped with three aspects, including technical skills, operational, and communication skills.

First, the technical ability. Each agent is given the knowledge to be able to explain various features of a product, program, and banking services clearly and in a short time. Second, from an operational perspective. Because the Call Center is loaded with technology, an agent must know the device used and able to operate it properly.

Lastly, communication skills. With these skills, call center agents are expected to be representative of a company that communicative, friendly, and speak the language well, and able to respond to complaints and requests of customers, such as the need for information and banking services, quickly and accurately.

The emergence of the various media of communication due to technological developments, particularly the Internet, providing opportunities for the Call Center to foster effective relationships with customers. Realizing this, BII also take investment in information technology and telecommunications as the company's commitment to improving the quality of service to customers.

"Development of Customer Care BII become an integral part of improving the quality of existing banking services. Management, particularly directors, pays close attention to all the needs required to improve the performance of Call Center, "said Amelia.

The plan, developed technologies include integrated front-end systems, advanced recording system, and AES incoming call recognition. No less important, in improving the quality of service, BII constantly Customer Care Call Center management comparative studies, both with the same or different industries. In addition, BII also actively participates in discussion forums, workshops, and training Call Center, both domestically and internationally.

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36 Stratetgy For Happy Life: dumplings Number 1

Dumpling Number 1

On the edge of a market in a small town lies the a tavern which is famous for its dumplings pleasure. Apao is name dumpling shop owner, the pleasure his dumpling been famous, everyone is always busy people who come to queue up to buy dumplings were delicious.

Apao is very generous, every sale of 10 dumplings, so he always set aside the sale of a dumpling to be donated to people around them can not afford. 2 people have Apao son, Atu Awa boy first and second child, both deft and diligent help in making the dumplings until the trade. Atu and Awa was an obedient child who always got along and help each other, the father was calm Apao see it.

The years, no matter the age Apao dusk, it's time to shop bakpaonya bequeath to her two children. In mid-summer, came the father had to leave her two children. Before he died his father advised, that the Atu and Awa shall remain jointly manage bakpaonya shop. Do not get because of the wealth they have clashed with each other. As he pressed his hand in his grasp Atu and Awa, Apao smiled and left them for good.

after his father pass away, so obey the Awa Atu and his father's last advice they actually share in common and share things without having to fuss about the treasure. Two years have passed, the brother Atu punmenikah with her hero. This is the beginning of the story of her brother injustice. Atu started thinking, if the buns are getting famous shops and many customers it belongs to him all without the Awa, the family is guaranteed life.

One day, she called the Awa Atu and said, "My brother, we must develop our family business. If we just stay in this city, our businesses can grow big. Look around us has also grown many stores that compete with our buns . We have to open another shop in the capital ".

Obey the behest of his brother, Awa were off to the capital to bring a cart with enough preparation. A few weeks later arrived in the capital city of Awa and how shocked he was, it turns out his sister had exchanged the money bag containing the money was originally the capital to start a business with a bag containing only blank paper. Awa soon realized, that this is a deliberate brother to keep him away from the family business.

In desperation, Awa and the maid had brought to work for the potluck meal. Little by little he set aside money for capital to re-sell. With great difficulty finally started the business bakpaonya Awa. Year after tahunAwa has become a wealthy merchant, tavern famous dumplings and many customers in the capital.

Seven years have passed, Awa had been married in the capital, but the longing and the obedience of the father's last message made Awa was determined to return to kekotanya. Awa was handed her bar to his wife, he and his loyal assistant prepares return to her hometown to meet his brother.

After taking a far journey, arrived Awa in front of the house of origin. Atu his brother had told his servants to shoo them away and would not recognize her sister Awa. Like a knife slashed his heart his brother's sister received a painful treatment. In his grief, his father's face flashed in front of him and reminded him of the last message to his father and brothers remain always united. Awa was moved and started looking for a strategic place to set up shop in a place kotanya.Setelah, Awa establish a similar model shop with his father's shop first.

"Well Awa bakpaoku would rival tavern," said the elder brother saw more prejudice Awa began to build the store, then by all inventories and deposits the money he had bought up all supplies of flour and other ingredients as much as possible so that the little brother ran out of Awa and can not make the dumplings.

One year has passed, shop Awa was ready and began to open. Awa inviting all relatives, including brothers Atu to come salvation in her bar. Sunggu no warning, it opened a restaurant Yam Cha (breakfast with a variety of snacks). This new idea for the city which is usually every morning they just eat dumplings. Atu was weak due to a miscalculation, has spent all his savings to buy up the raw material to destroy Awa dumplings that he thought would open the dumpling shop.

Rice has become porridge, Atu great loss of having to sell the entire deposit their raw materials at cheap prices for fear of damage. Small shrinking their capital because of losses, he was forced to start again with a smaller amount of merchandise. At this moment Awa greatly benefited, because they can buy buns with raw material prices are very cheap from the market. With his experience in the capital, Awa was more skilled. Bakpaonya more subtle and pleasant than artificial Atu.

Awa makes a buzz again, anyone who comes to eat at home can enjoy a dumpling eating his number 1 for half the price of the price of Atu dumplings. This was a major blow to Atu, exactly one year Atu shops must close and go bankrupt, because no one has come shopping kedainya.Hidup dumplings into wallowing in wealth turned hard in an instant. The restaurant had to be sold to cover debts due to the losses suffered.

Awa with a big heart redeem Atu shop prices, then he came to visit his brother Atu, Awa provides the key to store and provide sufficient capital in order to be able to trade back for him. Atu-in-law crying laughing and apologized for what they have done in the past against the Awa. They forgive each other and they were re-united as brothers who protect each other, Apao the father smiled at the windows of heaven.

Dear Readers

The moral of the strategy ini.Tampak foolish for someone else for wearing the same path that has been worn, it is an advantage. Look foolish will generate a response out of us wrong.

At the right time, in an instant response that this one will be able to make us the strength to finish the party that is not true.

The original story occurred at the end of the Chu Dynasty. Liu Bang defeated Xiang Yu and the war against retreated to Sichuan to restore the strength of his army.

Liu Bang looks great road repair Chang Chen, Xiang Yu made the troops on guard. While the larger force take a detour to attack Xiang Yu with Guan Zhong. Finally Xiang Yu was defeated in the attack from the direction of Guan Zhong.

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