Entries Tagged 'Book Shelf' ↓

What do we normally do when we hear from an irate customer? The first reaction is to justify our position. No matter how much we say that “we understand your concern”, what we really do, is save ourselves. Look back at the last time you dealt with an unhappy client. What you did, and what was the reaction.

Now think how could you act differently next time? What could make it better for both you and the client?

Here are the 4 Sure Steps to Calm Down an Irate Customer:

1. Listen: Actively listen to the customer. Don’t get stuck in preparing your response that you don’t even listen to the client. Listen to their concern. Why are they saying this? What’s the actual problem they are facing? Repeat what the client says in your head. Paraphrase the main points back to him. Such that he knows that you understood the problem.
2. Take Responsibility: Take responsibility for the problem. Customer is always right, whether he is right or wrong! Take responsibility of the problem on behalf of your organization. Don’t blame it on any colleague or third party. You are the person who has the power to do something about the situation - whether you feel like it or not. So take full responsibility for the problem. Apologize.
3. Get Into Action: Ask questions to the client that force him to think. Figure out what will the solution to the problem and what’s the next action. Don’t just sit after listening to the client, take action to solve the problem.
4. Communicate: Keep the client in the loop. Communicate back your solution, the status updates on that. Keep talking till the solution is reached. Don’t leave it lose.

Image courtesy GetEntrepreneurial.

If you could relive yesterday, how would you live it? What will you do? What will you avoid?

Most of us will try to do more and be better if we could relive yesterday. We desire to accomplish more. Like we saw last month, you can be more productive by creating good habits and rejecting bad ones. But then, with all the right intentions, why do we keep practicing bad habits? What’s the bottleneck in achieving what we desire?

The problem is that we do not do what we said we would do. You can become what you want, if you do what you said you would do. We must continually review ourselves and stay in action. Keep practicing the good habits and keep rejecting the bad ones. This persistence will pay off!

But there is another fundamental question we got to ask ourselves. The question is: “Do I want to be great? Really?” Read further if your answer is “Yes!”

There is some good news! You can become great. All great people started like you and me. They had some traits that made them great.

Richard St. John, a millionaire marketer was puzzled when a small girl asked him, “What really leads to success?” Even though he achieved success, he couldn’t tell her how he did it. To answer her question he spent 10 years interviewing over 500 successful people, including Martha Stewart, Richard Branson, Russell Crowe, and the Google founders. After analyzing all the data, Richard discovered the 8-Traits that lead to great success. What he found surprised me with its simplicity! And I had no doubt that following those 8 traits will make anyone successful.

I want to share those 8 traits to become great with you. The picture below depicts the 8 traits. Clicking on the picture will take you to a video Richard made to explain the concepts. The video is wonderful and I strongly recommend watching it, and sharing it with everyone on your team.

8 Traits To Be Great

You can also find a nice summary of these ideas on Richard St. John’s site.

Vaishali told me about the FWA Theater. It has a clean interface and a collection of good videos. Some of them amazed me, some of them made me laugh. Go to the Best of FWA and watch the Kitkat Ad or the Nissan Stunt! I think you will like it!

Nice use of RIA!

It’s been more than two weeks that we are back from Uruli Kanchan Nisargopachar Ashram. I wanted to write a lot about it, but have been so busy with work that I haven’t written anything!

Overall, the experience was great. Taught many things about health and fitness. And rejuvenated the mind and body!

Here are the core principles of Naturopathy!

1. All disease, their cause and their treatment are one.
2. The basic cause of disease is not bacteria. Bacteria develops after the accumulation of morbid matter when a favorable atmosphere for their growth develops in body. Basic cause is morbid matter and not the bacteria.
3. Acute diseases are our friends not he enemies. Chronic diseases are the outcome of wrong treatment and suppression of the acute diseases.
4. Nature is the greatest healer. Body the capacity to prevent itself from diseases and regain health if unhealthy.
5. In Naturopathy patient is treated and not the disease.
6. In Naturopathy diagnosis is easily possible. Ostentation is not required. Long waiting for diagnosis is not required for treatment.
7. Patients suffering from chronic ailments are also treated successfully in comparatively less time in Naturopathy.
8. After emerging, suppressed diseases can be cured by Naturopathy.
9. Nature Cure treats physical, mental, social (moral) and spiritual all four aspects at the same time.
10. Nature Cure treats body as a whole instead of giving treatment to each organ separetely.
11. Naturopathy does not use medicines. According to Naturopathy “Food is Medicine”.
12. According to Gandhi Ji “Rama Nama is the best Natural Treatment”, means doing prayer according to one’s spiritual faith is an important part of treatment.

First, what are the definitions of genius on the web?

• someone who has exceptional intellectual ability and originality; “Mozart was a child genius”; “he’s smart but he’s no Einstein”
• brilliance: unusual mental ability
• ace: someone who is dazzlingly skilled in any field
• exceptional creative ability
• flair: a natural talent; “he has a flair for mathematics”; “he has a genius for interior decorating”
  wordnet.princeton.edu/perl/webwn

And what’s the formula for genius?

According to Robin Sharma, time + focus = genius.

You can see the video explaining this here.