The Complainer – Whiner
The Complainer – The Whiner
This behavioral style drives all of us “up the wall.” Although they are people focused as opposed to task focused these styles complain and whine constantly. They are never happy about anything. They feel totally unappreciated, hopeless and powerless to improve their conditions.
What do they complain and whine about?
Simply anything. There are three types of complainers though:
ü Helpful complainers
ü Therapeutic complainers
ü Obnoxious complainers
Read more at – http://www.ldarrylarmstrong.com/2011DEALINGWITHDIFFICULTPEOPLE.html
A Week for “Golden Eagle” Awards
What do Frisch’s Big Boy, IHOP, Curly’s and Miss Peggy’s have in common?
If you were to answer they are all restaurants you would be correct. More importantly though, if you were to answer that the customer service of each of the servers who waited on me at these establishment was excellent you would be more than accurate you would be right on target.
Frisch’s and IHOP one in Louisville, KY and one in Clarksville, IN, Curly’s in Lackawanda, NY and Miss Peggy’s in my hometown of Princeton, KY all have a similar quality – good food, reasonable prices, and excellent service by well-trained and polite servers. At each establishment I was welcomed, felt comfortable, engaged by the server, always had my drink refilled promptly without asking and felt right at home.
You know I teach guest services and I always wish that I had captured these moments on video.
I have not given a “Golden Eagle” Award for Exemplary Service in many months and this week offer kudos and awards to each of these fine establishments.
Congratulations and keep up the good work. The level of service and quality of food at a reasonable price is commendable yet making me feel right at home is extra-ordinary and appreciated.
The Failure to Communicate
Too often I hear that old line – I think we have a failure to communicate – it always distresses me because IF this is really the issue and we know it then why not fix it? I propose that one of the reasons is that we all forget that to communicate there must be a communicator and a listener, who provides feedback to what the communicator is saying. Can everyone in a situation be communicated with? Is communication repeating the same message over and over until it sinks in? Are we born to communicate properly or do we learn these skills? All these are topics we will explore along with the need to strategically plan our communications efforts in our next book.
Faciliation —
Facilitation is the learned skill of making it easier for people to get from point A to point B through a process of dialogue and deliberation – it is not always an easy job yet one that is badly needed between a community, government and corporations and. To get from here to there though requires dialogue, give and take, patience and deliberation. Although facilitation can be challenging at times it is rewarding most of the time. Coming soon to our blog and website some new ideas for facilitators.
The Lost Art of Writing Thank You Notes
With all the Occupy this and that and all the hoopla around it reinforcing modern society’s drive to teach and seemingly even reward rude behavior, I would just remind my business colleagues and graduating students that the one thing that can and does set you apart is the old-fashioned handwritten “thank you” note.
Saying thank you for an interview, a job well done, or the opportunity to discuss the possibility of work through a handwritten missive is becoming a lost art. However, research and experience shows that people remember you when you take the time to send them such a note of appreciation.
Oh yes, send them the “old-fashioned” way as well through the U.S. Postal service. In this age of tweets and Face Book and LinkedIn, such notes are “jewels” to be treasured and remembered.
Remembering to say “thank you” will help open doors for you that the best education and contacts can’t – who knows it might even get you a real job.
Collaborate or Cooperate?
So, one of my clients has just sent a request to several of his colleagues proposing some unique ideas that can be mutually beneficial to both parties, perhaps.
I often explain to my clients that there is a difference, in my mind at least, between asking someone to cooperate with you and asking someone to collaborate.
Cooperation typically is when the other party will agree to at least play nicey-nicey. We see cooperation all the time on the playground when kids play in the same sandbox yet stay to themselves. They are cooperating by not interfering with each other’s play activity.
However, collaboration means to co-labor. Co-laboring with another party can be difficult at times because both parties have to agree to stay at the table, roll up their sleeves and work toward a mutually beneficial solution to a problem.
Co-laboring is often time consuming, frustrating and complicated by the needs, wants and desires of the parties at the table yet when an agreement is reached it is typically in the best interest of all parties. Co-laboring is when the 3-year old and the 5-year old build the magnificent sand castle at the beach and together are proud of their achievement!
My client will have to give some, the co-labors will give some and ultimately the outcome of the often elongated discussions and negotiations will result in a win-win for everyone.
Collaborating needs to be done more often in Congress!
Creating Excellence in Customer Service
Granted I teach hospitality training and was involved in the business for many years…
Recently, I called a prominent area restaurant to make reservations to be greeted with press 1 or 2.
Not for what language would I like to use but if I had a party of 20 or more press 1 or 2 for fewer than that number.
The first call I made I was on hold for 12-minutes after an operator transferred me to reservations, I know this because my cell phone tells me. I hung up and called a second time to be placed on hold for 10-minutes before I hung up.
The third time, and you can imagine that by now I am getting frustrated, I called and insisted to the operator that I didn’t want to be transferred to reservations that I would like for him to personally take my reservation.
He did and very politely handled the situation probably because I was discernibly frustrated but also because I sensed he understood the situation once explained.
I then asked to be transferred to one of the owners/managers’ voice mails so I could explain how I thought this service was less than acceptable for making reservations.
The young man promptly transferred me and I explained on the voice mail what happened and asked the manager to return the call to me.
The next day I did get a call from the manager’s assistant and I won’t dwell on the outcome of that call but I will say that this establishment as well-known and beloved as it is, that IF it continues to handle reservations this way will eventually lose even regulars like me (we have been 25-plus year fans and supporters).
Simply, here is what you must do to maintain and excel at customer service:
1. Listen to your customers carefully – We are trying to explain what our concern is and we want to do business with you and help you improve or we would not have taken the time to explain our frustration.
2. Apologize personally even if you can’t do anything about it – don’t just tell me how busy you are – I know you are busy and I appreciate that what that implies is that I am not busy and can stay on hold for 10 plus minutes.
3. Solve the problem – or at least assure me that you will review the situation and consider resolutions to the problem. I am not calling to just complain I want to help you do a better job.
Finally, thank your guest for their business and invite them back.
It is just that simple.
Dealing with Difficult People – The Know-It-All
Know-It-Alls (KIAs) are knowledgeable and very competent people, highly assertive and outspoken in their viewpoints, according to Drs. Brinkman and Kirschner.
These personalities want to get the job done their way. They are controlling with a low tolerance for correction or contradiction. Present a new idea and the Know-It-All will think and/or feel that their competency is being challenged. They will push back and question the questioner. Read how to deal with them here:
http://www.ldarrylarmstrong.com/2011DEALINGWITHDIFFICULTPEOPLE.html
Dealing with Difficult Personalities – “The Sniper”
Snipers toss the grenade or make the shot and duck behind the tree, says authors Rick Brinkman and Rick Kirschner in their excellent book, Dealing with People You Can’t Stand: How to Bring Out the Best in People at the Worst.
People snipe because they are angry about how things turned out, and they carry a grudge against the people who were involved. Some people snipe as a way to undermine anyone who might interfere with their plans. And some people snipe just to get attention. Snipers are task focused and their intent is to get it done, get attention, or get appreciation.
Read more about how to deal with them at:
http://www.armstrongandassociates.org/2011DEALINGWITHDIFFICULTPEOPLE.html
The Old Rule of PR Doesn’t Work Any More
So, Michael Moore, the film-maker says he is not rich nor is he part of the 1 percent the Occupy troops are protesting against. In the old days of public relations, denying until the media got tired of hearing it along with the public might have worked. However, these days with Google maps, the Internet, and bloggers assuming the role of investigative journalists denial is an old rule of thumb.
Read more here: http://www.foxnews.com/entertainment/2011/11/14/michael-moores-michigan-mansion-makes-him-1-percenter-report-says/