We’ve all been there. We need to say something to someone — but we know that person really doesn’t want to hear it. So how do you plunge in — say what needs to be said without damaging your relationship? Here are some tips. Watch the Video
I received terrific responses to my “Setting Expectations” blog last month and want to address the “how to” of meeting expectations this month.
When plans don’t go as expected, a negative reaction is normal. The discrepancy between expectations and results can be major or minor, expensive or relatively insignificant. Regardless of the outcome’s severity, an agreement has been broken. Credibility is damaged and trust may have been breached.
In business as in life, the importance [Read more…]
What’s the true value of meeting and exceeding a customer’s expectations? It can be customer retention. Or it can be your job. Read on, for a true story that illustrates the point.
The phone call came while I was having my morning coffee at the office. I was the head of service for Taylor Instrument Company at the time. I identified myself and immediately heard the angry voice of one of our good customers on the other end, “I am in charge of food production at the XYZ company in Mississippi and as soon as you and I hang up, I’m going to call the president of your company and ask that you be fired!”
As soon as I recovered from the shock of what he had said, I [Read more…]
TEDx Midwest: The Walk From No To Yes
By William Ury
“I see humanity as we are all one family,” begins William Ury in his TEDx talk. Co-founder of Harvard’s Program on Negotiation, Ury believes that all of the earth’s 15,000 tribes are in touch with each other and, like all families, there are conflicts. Ury travels the world using [Read more…]
Tough talks can happen anywhere, whether they are planned or unexpected. At the office, perhaps at a board or tenants’ meeting. You are leading a group and you find yourself with a team member who is argumentative or pushy. If a successful meeting or the group’s productivity are at stake, you know that you need to handle the situation, but what do you do? Here are some things to think about.