Welcome To Work & Live Smart

I am sure all of us believe in having a work life balance.
Why not share it, learn from it and move on....afterall it is having fun and passion in doing, knowing and learning along the way that makes life's experiences worthwhile.
Have a great time here sharing but as usual...no obscene or controversial stuff.

Wednesday, December 4, 2013

Tuesday, November 19, 2013

10 Types of Scary Sales Leads

To know is to be preapred

The 4 Most Effective Ways Leaders Solve Problems - Forbes

The 4 Most Effective Ways Leaders Solve Problems - Forbes

Good Customer Service

The High Cost of Losing a Customer
by John Tschohl on November 14, 2013
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Would you save $20 today to lose $10,000 over the next 10 years?? No small business owner in their right mind would go for this.  No small business owner in their right mind would empower their employees to make a decision like this.  It doesn’t make sense but small business owners do it every single day!

For the last 5 years I have been averaging about $1000 a year for ink cartridge refills for my office and home from Cartridge World in Bloomington, Mn.  I frequent small businesses in my area as, like most of you, I want to do business locally and help small business to grow and be profitable.  The problem with some, is they tend to be the biggest offenders of  customer service.

I was recently getting ink cartridges that were not working.  The owner told me that if over 90 days old they would not replace or refund.  They have evidently not heard of Service Recovery.  Their bad customer service (driven by the owner) has resulted in a lack of cash and is resulting in a desperate attempt to survive. I told the owner this week she will never see me again.

All of us have problems. What this owner should have done is use the 4 skills we teach in my book and training program called, Loyal for Life

Take Responsibility. She should have said: “Mr. Tschohl you are correct. For some reason the cartridges ink did not work”.
Act Quickly. She should have said: “Mr. Tschohl let me handle this problem   now”.
Be Empowered. She should have said: “Mr. Tschohl I will handle this problem to your satisfaction”.
Compensate.   She should have said: “Mr. Tschohl we will replace at no charge the defective cartridges and in addition let me give you an additional complimentary   cartridge for each one you brought in”.
This is simply ink. More than likely a total out of pocket cost of $20. Kelly the owner made a bad decision. She said goodbye to $10,000 over the next 10 years to save $20. Do not make the same mistake.  $1000 a year for a small firm is a lot. To just kiss off the business does not make good business sense. NEVER GIVE MONEY TO FIRMS THAT HATE CUSTOMERS.  Bad customer service is the downfall of most small businesses.

Use Service Recovery and differentiate your company

Every employee needs to master Service Recovery. Outback Steak and Amazon are the best. In the US and across the world less than 2% of companies have the faintest grasp of how and why to use Service Recovery. Dell, HP, Federal Express are extremely weak on Service Recovery. Don't make the same mistake.



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Saturday, August 24, 2013

Friday, June 7, 2013

Thursday, May 30, 2013

Just had an interesting meet up with a young and enterprising Consultants Group in KL and got me wondering ..... During the first meet of any project implementation or consulting sale pitch...does the company represent the consultant or should the consultant represent the company brand....to instill confidence, great first impression in the presentation. Choose to agree to disagree?

Friday, May 10, 2013

Here’s What CEOs REALLY Want to Get Out of Their HR Leaders

Here’s What CEOs REALLY Want to Get Out of Their HR Leaders

Here’s What CEOs REALLY Want to Get Out of Their HR Leaders | LinkedIn

Here’s What CEOs REALLY Want to Get Out of Their HR Leaders | LinkedIn


Are HR professionals better than Financial Professionals in running companies? Your thoughts

It seems of late due to the shortage of talent in organisation today, many reputable and experience management and HR consultants are going into employment with medium to large organisations.
This trend seem to make me consider the various head hunting opportunities that is knocking on my door for senior positions in these companies.
What are your thoughts...do you think people like me or consultants should go back to employment to solve the current talent shortage and getting people like us to lead the company that is growing but lack expertise and strategic implementation.

RL

Where is the limit in learning & responsibilities

In organisation's today and homes today, we see many fence sitters that do not care less about what is happening out of their parameters. They become more 'silo' or start behaving territorial as they refuse to ackowledge there is a world out there bside theirs. Are they being selfish or is it just purely their nature or low in self confidence?

Whatever it is, in organisations and home today, there people just feels that as it is not their job or department, why should they care less.

SO is loyalty or being a responsible citizen/human being count? I feel it is purely being selfish as learning, helping and promoting others in organisations promotes growth, harmony and sense of belonging in organisations as helping, sharing and caring promotes frienship, community building and the neighbourhood spirit in homes today. How many people you know do that?

Advise from Warren Buffet


FAMILIAR ADVICE BUT PRESENTED DIFFERENTLY.

"I always knew I was going to be rich.
I don't think I ever doubted it for a minute"
- Warren Buffett
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