Whatever your job title, you are in the business of customer satisfaction. Who is your customer? - Brian Tracy
Internalize the 'Golden Rule' of sales that say, 'All things being equal, people will do business with, and refer business to, those people they know, like and trust.' - Bob Burg
Make sure you don't end up the richest person in the cemetery. You can't do business from there. - Colonel Harlan Sanders
Business success comes from identifying and targeting specific customer groups or market segments for your product or service. - Brian Tracy
Choose a job that you love and you won't have to work a single day in your life.
Eat and drink with your relatives; do business with strangers. - Greek Proverb
It isn't the number of people employed in a business that makes it successful, it's the number working.
Live together like brothers, but do business like strangers. - Arab Proverb
Business? It's quite simple. It's other people's money. - Alexandre Dumas the Younger
Humor is the great equalizer. When you make someone laugh, you make them feel good. When they feel good around you, they tend to feel good about you. When they feel good about you, they want to do business with you.
You have to have your heart in the business and the business in your heart. - Thomas J. Whatson, Jr.
Exposure plus 95 cents might buy you a decent cup of coffee. The key is to 'position' yourself in your market as the expert, the resource, the only person your prospect would ever even THINK of doing business with, or referring to others. - Bob Burg
Because its purpose is to create a customer, the business has two basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs. - Peter Drucker
Proper business planning demands that you focus on the self-interest of the customer at all times. - Brian Tracy
Your memorable actions create a classic opportunity to examine how customers can make or break your business after a transaction has taken place. - Jeffrey Gitomer
Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them. - W. Edwards Deming
Wherever you see a successful business, someone once made a courageous decision. - Peter F. Drucker
When everyone is looking for gold, it's a good time to be in the pick and shovel business. - Mark Twain
Imagine if your business burned down and you had to walk across the street and start again, what would you do differently? - Brian Tracy
When people ask each other for a referral, or a business reference -- it's given based on their past personal experience -- or what they 'heard' from others. What's the word out on you? - Jeffrey Gitomer
You create a customer by convincing him overwhelmingly that you are the lowest-risk, highest-value, easiest person and company to do business with. - Brian Tracy
Success or failure in business is caused more by mental attitude even than by mental capacities. - Walter D. Scott
In business, everything costs twice a much as you expect and takes three times longer than you planned. - Brian Tracy
Get Real... People hope for friendly, but rarely get it. You can capture business with friendship gestures. You can lose business without them. - Jeffrey Gitomer
A man to carry on a successful business must have imagination. He must see things as in a vision, a dream of the whole thing. - Charles M. Schwab
Thursday, October 27, 2011
GOALS
Always bear in mind that your own resolution to succeed is more important than any other one thing.
Abraham Lincoln
Man is a goal seeking animal. His life only has meaning if he is reaching out and striving for his goals.
Aristotle
Make your life a mission-not an intermission.
Arnold H. Glasgow
If you don't know where you're going, you'll end up somewhere else.
David Campbell
The secret to productive goal setting is in establishing clearly defined goals, writing them down and then focusing on them several times a day with words, pictures and emotions as if we've already achieved them.
Denis Waitle
All you have to do is know where you're going.
Earl Nightingale
Many people fail in life, not for lack of ability or brains or even courage but simply because they have never organized their energies around a goal.
Elbert Hubbard
Developing the plan is actually laying out the sequence of events that have to occur for you to achieve your goal.
George L. Morrisey
There is no top. There are always further heights to reach.
Jascha Heifetz
The true worth of a man is to be measured by the objects he pursues.
Marcus Aurelius Antoninus
A goal is a dream with a deadline.
Napoleon Hill
All successful people have a goal. No one can get anywhere unless he knows where he wants to go and what he wants to be or do.
Norman Vincent Peale
All who have accomplished great things have had a great aim, have fixed their gaze on a goal which was high, one which sometimes seemed impossible.
Orison Swett Marden
Let me tell you the secret that has led me to my goal: my strength lies solely in my tenacity.
Louis Pasteur
Business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.
Peter F. Drucker
Your long-term goals should be realistic, challenging, and attainable statements of where you want your company to be in three to five years following the direction outlined in your mission statement. Long-term goals function as starting and organizational points, to make it easier to process, prioritize, allocate resources, and coordinate related short-term goals and objectives.
Peter J. Patsula, Author of Successful Business Planning in 30 Days
A person who aims at nothing is sure to hit it.
Unknown
Four steps to achievement: Plan purposefully. Prepare prayerfully. Proceed positively. Pursue persistently.
William A. Ward
Abraham Lincoln
Man is a goal seeking animal. His life only has meaning if he is reaching out and striving for his goals.
Aristotle
Make your life a mission-not an intermission.
Arnold H. Glasgow
If you don't know where you're going, you'll end up somewhere else.
David Campbell
The secret to productive goal setting is in establishing clearly defined goals, writing them down and then focusing on them several times a day with words, pictures and emotions as if we've already achieved them.
Denis Waitle
All you have to do is know where you're going.
Earl Nightingale
Many people fail in life, not for lack of ability or brains or even courage but simply because they have never organized their energies around a goal.
Elbert Hubbard
Developing the plan is actually laying out the sequence of events that have to occur for you to achieve your goal.
George L. Morrisey
There is no top. There are always further heights to reach.
Jascha Heifetz
The true worth of a man is to be measured by the objects he pursues.
Marcus Aurelius Antoninus
A goal is a dream with a deadline.
Napoleon Hill
All successful people have a goal. No one can get anywhere unless he knows where he wants to go and what he wants to be or do.
Norman Vincent Peale
All who have accomplished great things have had a great aim, have fixed their gaze on a goal which was high, one which sometimes seemed impossible.
Orison Swett Marden
Let me tell you the secret that has led me to my goal: my strength lies solely in my tenacity.
Louis Pasteur
Business purpose and business mission are so rarely given adequate thought is perhaps the most important cause of business frustration and failure.
Peter F. Drucker
Your long-term goals should be realistic, challenging, and attainable statements of where you want your company to be in three to five years following the direction outlined in your mission statement. Long-term goals function as starting and organizational points, to make it easier to process, prioritize, allocate resources, and coordinate related short-term goals and objectives.
Peter J. Patsula, Author of Successful Business Planning in 30 Days
A person who aims at nothing is sure to hit it.
Unknown
Four steps to achievement: Plan purposefully. Prepare prayerfully. Proceed positively. Pursue persistently.
William A. Ward
Sunday, October 9, 2011
Who Packs Your Parachute?
Charles Plumb a U.S. Naval Academy graduate, was a jet pilot in Vietnam. After 75 combat missions, his plane was destroyed by a surface-to-air missile. Plumb ejected and parachuted into enemy hands. He was captured and spent 6 years in a communist Vietnamese prison. He survived the ordeal and now lectures on lessons learned from that experience.
One day, when Plumb and his wife were sitting in a restaurant, a man at another table came up and said, “You’re Plumb! You flew jet fighters in Vietnam from the aircraft carrier Kitty Hawk. You were shot down!” “How in the world did you know that?” asked Plumb. “I packed your parachute,” the man replied. Plumb gasped in surprise and gratitude. The man pumped his hand and said, “I guess it worked!” Plumb assured him, “It sure did, if your chute hadn’t worked, I wouldn’t be here today.”
Plumb couldn’t sleep at night, thinking about that man. Plumb says, “I kept wondering what he might have looked like in a Navy uniform: a white hat, a bib in the back, and bell-bottom trousers. I wonder how many times I might have seen and not even said, “Good morning, How are you?” or anything because, you see, I was a fighter pilot and he was just a sailor.
Plumb thought of the many hours the sailor had spent on a long wooden table in the bowels of the ship, carefully weaving the shroud lines and folding the silks of each chute, holding in his hands each time the fate of someone he didn’t know.
Now Plumb asks his audience, “Who’s packing your parachute?”
Everyone has someone who provides what they need to make it through the day. Plumb also points out that he needed many kinds of parachutes when his plane was shot down over enemy territory………… he needed his physical parachute, his mental parachute, his emotional parachute, and his spiritual parachute. He called on all these supports before reaching safety.
Sometimes in the daily challenges that life gives us, we miss what is really important. We may fail to say hello, please, or thank you, congratulate someone on something wonderful that has happened to them, give a compliment, or just do something nice for no reason. As you go through this week, this month, this year, recognise people who pack your parachute.
sam
One day, when Plumb and his wife were sitting in a restaurant, a man at another table came up and said, “You’re Plumb! You flew jet fighters in Vietnam from the aircraft carrier Kitty Hawk. You were shot down!” “How in the world did you know that?” asked Plumb. “I packed your parachute,” the man replied. Plumb gasped in surprise and gratitude. The man pumped his hand and said, “I guess it worked!” Plumb assured him, “It sure did, if your chute hadn’t worked, I wouldn’t be here today.”
Plumb couldn’t sleep at night, thinking about that man. Plumb says, “I kept wondering what he might have looked like in a Navy uniform: a white hat, a bib in the back, and bell-bottom trousers. I wonder how many times I might have seen and not even said, “Good morning, How are you?” or anything because, you see, I was a fighter pilot and he was just a sailor.
Plumb thought of the many hours the sailor had spent on a long wooden table in the bowels of the ship, carefully weaving the shroud lines and folding the silks of each chute, holding in his hands each time the fate of someone he didn’t know.
Now Plumb asks his audience, “Who’s packing your parachute?”
Everyone has someone who provides what they need to make it through the day. Plumb also points out that he needed many kinds of parachutes when his plane was shot down over enemy territory………… he needed his physical parachute, his mental parachute, his emotional parachute, and his spiritual parachute. He called on all these supports before reaching safety.
Sometimes in the daily challenges that life gives us, we miss what is really important. We may fail to say hello, please, or thank you, congratulate someone on something wonderful that has happened to them, give a compliment, or just do something nice for no reason. As you go through this week, this month, this year, recognise people who pack your parachute.
sam
The Top 10 Most important rules in Customer Service
Customer Love
1- I apologize for the mistake, Lets make it right. People want to be heard and acknowledged. Tell them what you can do to make it right
2- Thank you for your Business. Please come back again. Repeat and loyal customers are KEY
3- I am not sure but I will find out. It’s ok not knowing the answer. It is not ok to let the customer search for it. That’s your job.
4- Be prepared to go the extra Mile. There is less competition there.
5- What is most convenient for you? People are pleasantly surprised when you ask that.
6- How may I serve you? The question reinforces your role in the relationship. Play it the BEST YOU CAN.
7- How did we do? Feedback is critical and people appreciate being asked.
8- Glad you are here!. Customers that FEEL welcomed spend more time, more money and come back more.
9- Thank You. Basic manners. Yet how many times you are sincerely thanked as a customer.
10- The most important word: YES. Be a YES PERSON.
Customer Service is not a department. It is an attitude.
They don’t care how much you know…..Until they know how much you CARE!
1- I apologize for the mistake, Lets make it right. People want to be heard and acknowledged. Tell them what you can do to make it right
2- Thank you for your Business. Please come back again. Repeat and loyal customers are KEY
3- I am not sure but I will find out. It’s ok not knowing the answer. It is not ok to let the customer search for it. That’s your job.
4- Be prepared to go the extra Mile. There is less competition there.
5- What is most convenient for you? People are pleasantly surprised when you ask that.
6- How may I serve you? The question reinforces your role in the relationship. Play it the BEST YOU CAN.
7- How did we do? Feedback is critical and people appreciate being asked.
8- Glad you are here!. Customers that FEEL welcomed spend more time, more money and come back more.
9- Thank You. Basic manners. Yet how many times you are sincerely thanked as a customer.
10- The most important word: YES. Be a YES PERSON.
Customer Service is not a department. It is an attitude.
They don’t care how much you know…..Until they know how much you CARE!
12 Mistakes That Sales People Make
.
1. Badmouthing the competition
There’s only one industry where badmouthing the competition is an accepted practice - professional wrestling. So unless you’re Hulk Hogan, you will reek of amateurism the moment you start the mudslinging. It’s okay to draw intelligent comparisons and demonstrate why your product, service and company are superior to the competitions – just be sure to do it professionally.
2. Pricing without confidence
If you sheepishly tell the customer what your price is, or give a wordy, qualifying preamble before quoting your price, customers will interpret your actions as a lack of confidence on your part. They will think that you don’t believe that your product is worth the price you’re quoting. And please, for goodness sake, never use the term “asking price.” By doing so you’re giving them “the price that stupid customers pay” and are inviting price negotiations.
3. Talking too much
There’s a misnomer that talkative people make great salespeople. In reality, nobody likes a chatterbox. Focus on listening so that when you do talk you’re honing in on the customer’s hot buttons. You have two ears and one mouth. Use them in that proportion.
4. Acting desperate
If you’re begging for appointments or orders, you’re doing a bad job in getting the customer to appreciate the value of your offering. Have some dignity for crying out loud.
5. Guessing
If you don’t know the answer to challenging customer questions, don’t make something up that you think they want to hear. Instead admit that you don’t know the answer but you’ll find out right away. Customers will appreciate your candour and professionalism.
6. Vanishing after the sale
If you provide great service throughout the selling process and then disappear after the contract is signed, you’ll leave the customer thinking, “Did that guy just run off with my money?” You’re not a 19th century snake oil salesman who skips town with a pocketful of cash. You’re a 21st century sales professional. Service the heck out of customers – even after the sale – and reap the rewards of valuable referrals.
7. Premature Closing
Closing the sale should be like a traditional marriage proposal. By the time you get to that point in the relationship, the close is simply a rhetorical question because both parties realize the benefits of getting together. Just like a guy wouldn’t give a diamond engagement ring to a new acquaintance at a singles bar, you shouldn’t go for the close until the prospect thoroughly knows how wonderful your offer is.
8. Overpromising
When you tell a customer that the product will ship in five days or that you’ll be there at 9:30 or that your system is 25 times faster, you had better deliver. Nothing destroys trust and generates scepticism more quickly than a salesperson’s broken promises.
9. Treating prospects like numbers
There’s an old saying that sales is a numbers game. Whether you subscribe to that notion or not, it is never acceptable to treat a customer like a number. Without customers, your company wouldn’t exist. Instead of treating customers like the umpteenth person you’re speaking with today, treat them like the important human beings that they are.
10. Knowing it all
You might be an expert on your product. You might be a recognized authority in your industry. But customers are the only ones who are experts on their unique situation. Don’t jump to conclusions and draw assumptions about your customers’ predicament. Let them tell you about it. Ask great questions to draw it out of them. Then apply your expertise to deliver the solution that best fits their situation.
11. Stepping on the little people
Salespeople strive to meet with high-level decision makers because they are the ones with the authority to write cheques. Although the big shot is the one making the decision, your chances for closing the sale increase if you build rapport with the underlings. Receptionists can block your calls. Mid-level managers can make recommendations that steer executives away from your offering. Earn buy-in from underlings but negotiate only with the senior exec. Remember, you can’t lose an election by getting too many votes.
12. Acting like a prima donna
If you’re flashing your Rolex watch, answering your cell phone in the middle of meetings and constantly telling people how busy you are, then you’re turning customers off. Be humble. Be modest. Be polite. Focus on the other person, not yourself.
Sam Zughbaba
1. Badmouthing the competition
There’s only one industry where badmouthing the competition is an accepted practice - professional wrestling. So unless you’re Hulk Hogan, you will reek of amateurism the moment you start the mudslinging. It’s okay to draw intelligent comparisons and demonstrate why your product, service and company are superior to the competitions – just be sure to do it professionally.
2. Pricing without confidence
If you sheepishly tell the customer what your price is, or give a wordy, qualifying preamble before quoting your price, customers will interpret your actions as a lack of confidence on your part. They will think that you don’t believe that your product is worth the price you’re quoting. And please, for goodness sake, never use the term “asking price.” By doing so you’re giving them “the price that stupid customers pay” and are inviting price negotiations.
3. Talking too much
There’s a misnomer that talkative people make great salespeople. In reality, nobody likes a chatterbox. Focus on listening so that when you do talk you’re honing in on the customer’s hot buttons. You have two ears and one mouth. Use them in that proportion.
4. Acting desperate
If you’re begging for appointments or orders, you’re doing a bad job in getting the customer to appreciate the value of your offering. Have some dignity for crying out loud.
5. Guessing
If you don’t know the answer to challenging customer questions, don’t make something up that you think they want to hear. Instead admit that you don’t know the answer but you’ll find out right away. Customers will appreciate your candour and professionalism.
6. Vanishing after the sale
If you provide great service throughout the selling process and then disappear after the contract is signed, you’ll leave the customer thinking, “Did that guy just run off with my money?” You’re not a 19th century snake oil salesman who skips town with a pocketful of cash. You’re a 21st century sales professional. Service the heck out of customers – even after the sale – and reap the rewards of valuable referrals.
7. Premature Closing
Closing the sale should be like a traditional marriage proposal. By the time you get to that point in the relationship, the close is simply a rhetorical question because both parties realize the benefits of getting together. Just like a guy wouldn’t give a diamond engagement ring to a new acquaintance at a singles bar, you shouldn’t go for the close until the prospect thoroughly knows how wonderful your offer is.
8. Overpromising
When you tell a customer that the product will ship in five days or that you’ll be there at 9:30 or that your system is 25 times faster, you had better deliver. Nothing destroys trust and generates scepticism more quickly than a salesperson’s broken promises.
9. Treating prospects like numbers
There’s an old saying that sales is a numbers game. Whether you subscribe to that notion or not, it is never acceptable to treat a customer like a number. Without customers, your company wouldn’t exist. Instead of treating customers like the umpteenth person you’re speaking with today, treat them like the important human beings that they are.
10. Knowing it all
You might be an expert on your product. You might be a recognized authority in your industry. But customers are the only ones who are experts on their unique situation. Don’t jump to conclusions and draw assumptions about your customers’ predicament. Let them tell you about it. Ask great questions to draw it out of them. Then apply your expertise to deliver the solution that best fits their situation.
11. Stepping on the little people
Salespeople strive to meet with high-level decision makers because they are the ones with the authority to write cheques. Although the big shot is the one making the decision, your chances for closing the sale increase if you build rapport with the underlings. Receptionists can block your calls. Mid-level managers can make recommendations that steer executives away from your offering. Earn buy-in from underlings but negotiate only with the senior exec. Remember, you can’t lose an election by getting too many votes.
12. Acting like a prima donna
If you’re flashing your Rolex watch, answering your cell phone in the middle of meetings and constantly telling people how busy you are, then you’re turning customers off. Be humble. Be modest. Be polite. Focus on the other person, not yourself.
Sam Zughbaba
Simple things, that you can do, starting tomorrow, to be a better leader
.
1. TALK ABOUT THE FUTURE – Leaders think about the future and help others see the future. As Mark Collar says, “Leaders teach people to dream, not just execute”.
2. TEACH SOMEONE SOMETHING – Leaders are involved in their organisation and are committed to growing organisational capability. Nothing sends that signal stronger than taking a moment to teach someone something.
3. SEEK OUT A NEW IDEA – Actively look for ideas and then champion them in the organisation. This says a lot about your ability to accept change as a leader.
4. TELL SOMEONE THEY DID A “GOOD JOB” – Leaders are not afraid to hand out praise when a job, large or small, is well done. This builds not only enthusiasm for the work, but trust in your management.
5. GET MAD, THEN GET OVER IT – Leaders all have passion for the business and sometimes this passion turns to anger or frustration. This shows you are only human. An effective leader has the capacity to move beyond emotion into constructive action.
6. MEET SOMEONE NEW IN YOUR ORGANISATION – Get out of your office and say “hello,” to someone new in or near your group. It’s guaranteed that you will learn something and it is visible proof to your organisation that you care.
7. SAY “YES” – Leaders aren’t afraid to make a commitment, to make a choice, to move on. Find something where you can say “yes.” Nothing says you trust your organisation more than the power of agreement.
8. ACTIVELY LISTEN – Many of us talk about being good listeners, but few of us are really good at it. The next time you are asked to listen to someone, use clarifying and confirming skills, but don’t offer a point of view until the presenter says, “What do you think?”
9. BE ENTHUSIASTIC – Leaders have enthusiasm and energy. They transfer this energy to the organisation and the business issues at hand. Practice being outright enthusiastic about an idea and watch how people change.
10. HAVE FUN – Leaders typically enjoy what they are doing, no matter how tough the task. People want to follow someone who enjoys what they are doing.
1. TALK ABOUT THE FUTURE – Leaders think about the future and help others see the future. As Mark Collar says, “Leaders teach people to dream, not just execute”.
2. TEACH SOMEONE SOMETHING – Leaders are involved in their organisation and are committed to growing organisational capability. Nothing sends that signal stronger than taking a moment to teach someone something.
3. SEEK OUT A NEW IDEA – Actively look for ideas and then champion them in the organisation. This says a lot about your ability to accept change as a leader.
4. TELL SOMEONE THEY DID A “GOOD JOB” – Leaders are not afraid to hand out praise when a job, large or small, is well done. This builds not only enthusiasm for the work, but trust in your management.
5. GET MAD, THEN GET OVER IT – Leaders all have passion for the business and sometimes this passion turns to anger or frustration. This shows you are only human. An effective leader has the capacity to move beyond emotion into constructive action.
6. MEET SOMEONE NEW IN YOUR ORGANISATION – Get out of your office and say “hello,” to someone new in or near your group. It’s guaranteed that you will learn something and it is visible proof to your organisation that you care.
7. SAY “YES” – Leaders aren’t afraid to make a commitment, to make a choice, to move on. Find something where you can say “yes.” Nothing says you trust your organisation more than the power of agreement.
8. ACTIVELY LISTEN – Many of us talk about being good listeners, but few of us are really good at it. The next time you are asked to listen to someone, use clarifying and confirming skills, but don’t offer a point of view until the presenter says, “What do you think?”
9. BE ENTHUSIASTIC – Leaders have enthusiasm and energy. They transfer this energy to the organisation and the business issues at hand. Practice being outright enthusiastic about an idea and watch how people change.
10. HAVE FUN – Leaders typically enjoy what they are doing, no matter how tough the task. People want to follow someone who enjoys what they are doing.
Thursday, October 6, 2011
Lesson in Leadership
We're all talking to ourselves every moment of our lives, except during certain portions of our sleeping cycle. We're seldom even aware that we're doing it. We all have a running commentary in our heads on events and our reactions to them. Here are some tips to remember:
• Be aware of the silent conversations you have with yourself. Are you a nurturing coach or a critic? Do you reinforce your own success or negate it? Are you comfortable saying to yourself, "That's more like it." "Now we're in the groove." "Things are working out well." "I'll do it better next time."
• When you fail, view it as a temporary inconvenience, a learning experience, an isolated event, and a stepping stone instead of a stumbling block.
• When you have even a small success, reinforce that success by rewarding yourself and feeling pride, rather than feeling lucky or guilty for the attention.
• When you receive a compliment for any reason, simply respond: "Thank you." And accept value graciously whenever it is offered.
• Always greet the people you meet with a smile. When introducing yourself in any new association, take the initiative to volunteer your own name first, clearly; and always extend your hand first, looking the person in the eyes when you speak.
• In your telephone communications at work or at home, answer the telephone pleasantly, immediately giving your name to the caller. And when you call, give your name before you ask for the party you want and before you state your business. Leading with your name underscores that a person of value is making the call.
• Don't brag. People who trumpet their exploits and shout for service are actually calling for help. The showoffs, braggarts and blowhards are desperate for attention.
• Don't tell your problems to people, unless they're directly involved with the solutions. And don't make excuses. Always talk affirmatively about the progress you are trying to make.
Apply these tips and keep the running commentary in your head on a positive note!
We learn by observation, imitation and repetition.
Remember:
Habits begin as offhand remarks, ideas and images. And then, layer upon layer, through practice, they grow from cobwebs into cables that shackle or strengthen our lives.
Habits are like submarines. They run silent and deep.
First we make our habits, then our habits make us.
Habits are like comfortable beds. They are easy to get into, but difficult to get out of.
Winning and Losing are both learned habits.
By D. Waitley
• Be aware of the silent conversations you have with yourself. Are you a nurturing coach or a critic? Do you reinforce your own success or negate it? Are you comfortable saying to yourself, "That's more like it." "Now we're in the groove." "Things are working out well." "I'll do it better next time."
• When you fail, view it as a temporary inconvenience, a learning experience, an isolated event, and a stepping stone instead of a stumbling block.
• When you have even a small success, reinforce that success by rewarding yourself and feeling pride, rather than feeling lucky or guilty for the attention.
• When you receive a compliment for any reason, simply respond: "Thank you." And accept value graciously whenever it is offered.
• Always greet the people you meet with a smile. When introducing yourself in any new association, take the initiative to volunteer your own name first, clearly; and always extend your hand first, looking the person in the eyes when you speak.
• In your telephone communications at work or at home, answer the telephone pleasantly, immediately giving your name to the caller. And when you call, give your name before you ask for the party you want and before you state your business. Leading with your name underscores that a person of value is making the call.
• Don't brag. People who trumpet their exploits and shout for service are actually calling for help. The showoffs, braggarts and blowhards are desperate for attention.
• Don't tell your problems to people, unless they're directly involved with the solutions. And don't make excuses. Always talk affirmatively about the progress you are trying to make.
Apply these tips and keep the running commentary in your head on a positive note!
We learn by observation, imitation and repetition.
Remember:
Habits begin as offhand remarks, ideas and images. And then, layer upon layer, through practice, they grow from cobwebs into cables that shackle or strengthen our lives.
Habits are like submarines. They run silent and deep.
First we make our habits, then our habits make us.
Habits are like comfortable beds. They are easy to get into, but difficult to get out of.
Winning and Losing are both learned habits.
By D. Waitley
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