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    Ten Customer Service Secrets to Win Back Customers
    Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area left much to desire as far as service I gave the students an extra fifteen minutes for lunch.Sure enough a group of four students came rushing into the classroom with their lunches in hand. They apologized and quickly explained that they received poor service at a restaurant (This restaurant is part of a national chain. Hint: The restaurant'
    he traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, t

    12 Sure Ways to Keep Customers Happy
    Customers come, and customers go. Whether you sell to consumers or to other companies, that’s a sad fact of doing business. Sadder yet is the fact that it can cost you between three and 10 times more to acquire a new customer than to keep an existing one. With that in mind, give some thought to the following 12 proven ways to keep your customers by keeping them happy.1. Your customers are always right. Always! Yes, you can win a battle with one or two, but doing so repeate
    You'd think we'd know by now -- just because someone is fantastic at doing something... doesn't mean they're equally as good at managing others to do that same thing.

    After all, the skill set required to practice a specific profession -- whether it's plumbing, hairdressing, engineering, selling, teaching, accounting or whatever -- is entirely different from the skill set required to manage people.

    Yet organizations persist in promoting "doers" into management roles. These promotions come with better-sounding titles, more money, more perquisites, more prestige and... more responsibility.

    And they involve doing less -- perhaps none -- of the "technical" work that the manager did previously, and more (or all) of the work of managing others.

    In one sense it's logical -- a manager who used to do the work himself or herself should understand what his staff need to do the work now. And yes, there are many managers who are just as good, if not better, at managing others as they are performing the actual work. In fact, many managers prefer to manage rather than do.

    But, as indicated above, there's no reason to assume that a good doer will make automatically make a good manager!

    Now, this is not to say that a pyramidal organizational structure -- where the many are managed by the few -- is necessarily a bad thing. As a delegation or management structure it works fine for many companies.

    But when getting more pay and other rewards is contingent on becoming a manager, it's inevitable that people will try to get, and will get, promoted into management roles -- regardless of whether they have the talent or passion to manage.

    The result? Plenty of unhappy and ineffective managers. Plenty of frustrated people working for ineffective managers. And an organization that is not performing at its optimum.

    Doesn't it make more sense for people to do the work they enjoy and are good at? To reward them for getting better and better at that work, rather than only paying them more if they step "up" to management... where they may generate less value for the organization?

    Isn't a top salesman better off staying in the field selling... than floundering in the office, struggling to organize and motivate his staff?

    Doesn't a terrific teacher do more for her students, herself and the school by staying in the classroom, than spending her time doing paperwork and trying to manage other teachers?

    Fortunately, some organizations have seen the light. They do tie greater rewards to greater responsibilities and greater performances within the same role. In fact, some companies, like investment banks, are renown for paying traders and sales people much, much more than the people who manage them, simply because, in the eyes of the bank, the traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, th

    Why Companies Give Corporate Awards
    The music industry is very well aware of what the Grammy Award does, as well as the musicians who may be nominated. Those that work in television know the value of an Emmy Award. Hollywood and their movies are filled with awards, from the People’s Choice to the Oscar’s and everything in between. Even though each of these awards renders something different within each separate genre, they all hold a common ground. They all translate into honor and prestige for the recipient, making
    ger did previously, and more (or all) of the work of managing others.

    In one sense it's logical -- a manager who used to do the work himself or herself should understand what his staff need to do the work now. And yes, there are many managers who are just as good, if not better, at managing others as they are performing the actual work. In fact, many managers prefer to manage rather than do.

    But, as indicated above, there's no reason to assume that a good doer will make automatically make a good manager!

    Now, this is not to say that a pyramidal organizational structure -- where the many are managed by the few -- is necessarily a bad thing. As a delegation or management structure it works fine for many companies.

    But when getting more pay and other rewards is contingent on becoming a manager, it's inevitable that people will try to get, and will get, promoted into management roles -- regardless of whether they have the talent or passion to manage.

    The result? Plenty of unhappy and ineffective managers. Plenty of frustrated people working for ineffective managers. And an organization that is not performing at its optimum.

    Doesn't it make more sense for people to do the work they enjoy and are good at? To reward them for getting better and better at that work, rather than only paying them more if they step "up" to management... where they may generate less value for the organization?

    Isn't a top salesman better off staying in the field selling... than floundering in the office, struggling to organize and motivate his staff?

    Doesn't a terrific teacher do more for her students, herself and the school by staying in the classroom, than spending her time doing paperwork and trying to manage other teachers?

    Fortunately, some organizations have seen the light. They do tie greater rewards to greater responsibilities and greater performances within the same role. In fact, some companies, like investment banks, are renown for paying traders and sales people much, much more than the people who manage them, simply because, in the eyes of the bank, the traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, t

    Radio Advertising Commandments - Part 1
    In my last article "Local Advertising - The Biggest Mistakes" we took a look at the major media available for local advertisers to market their products. To follow up, I'd like to discuss the many uses of Radio. Sort of the 10 Commandments Of Radio Advertising. This will take up several pages, for sure, so I'll start by asking the most obvious radio questions.Q: How do I know if radio will work for me & why should I use radio?A: I usuall
    orks fine for many companies.

    But when getting more pay and other rewards is contingent on becoming a manager, it's inevitable that people will try to get, and will get, promoted into management roles -- regardless of whether they have the talent or passion to manage.

    The result? Plenty of unhappy and ineffective managers. Plenty of frustrated people working for ineffective managers. And an organization that is not performing at its optimum.

    Doesn't it make more sense for people to do the work they enjoy and are good at? To reward them for getting better and better at that work, rather than only paying them more if they step "up" to management... where they may generate less value for the organization?

    Isn't a top salesman better off staying in the field selling... than floundering in the office, struggling to organize and motivate his staff?

    Doesn't a terrific teacher do more for her students, herself and the school by staying in the classroom, than spending her time doing paperwork and trying to manage other teachers?

    Fortunately, some organizations have seen the light. They do tie greater rewards to greater responsibilities and greater performances within the same role. In fact, some companies, like investment banks, are renown for paying traders and sales people much, much more than the people who manage them, simply because, in the eyes of the bank, the traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, t

    Franchise Opportunity
    If you are looking for a franchise opportunity, the choice is mind-boggling. There are literally hundreds if not thousands of different types of franchise available for you to invest in, with the same variety in cost. Each has its own benefits and usually the more you pay there is more potential to earn. Franchising has increased dramatically during the last two decades and is quickly being recognized as one of the most effective ways of doing business. It combines the drive and ambiti
    the organization?

    Isn't a top salesman better off staying in the field selling... than floundering in the office, struggling to organize and motivate his staff?

    Doesn't a terrific teacher do more for her students, herself and the school by staying in the classroom, than spending her time doing paperwork and trying to manage other teachers?

    Fortunately, some organizations have seen the light. They do tie greater rewards to greater responsibilities and greater performances within the same role. In fact, some companies, like investment banks, are renown for paying traders and sales people much, much more than the people who manage them, simply because, in the eyes of the bank, the traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, t

    Become An Aviation Pilot
    If you love traveling, have a heart for adventure, and enjoy seeing cities from a vantage point high above the clouds, a career as an aviation pilot may be right for you. Thanks to growth in the aviation industry, job opportunities for pilots abound. In fact, aspiring pilots can find jobs with either commercial airlines or corporations that own their own private jets. With many of the military aviators of the Vietnam War era retiring, industry observers are actually predicting a sh
    he traders and sales people generate more value.

    Of course, as a "manager's advocate" I would never suggest that managers shouldn't be compensated well, especially given the challenges of managing people.

    But to be as productive and profitable as possible, organizations should tie greater pay and rewards to greater responsibilities and performances, whatever the role. That way, they'll have people doing and being their best.

    So if you're responsible for "promoting" people, I urge you to think twice before promoting your best people into management roles... and out of the jobs they love and do well at.

    Instead, consider whether you can enlarge, or give them more challenges in, their current role?

    Or, if they've performed exceptionally well, can you give them a bonus or some other special reward to recognize their efforts?

    Of course, if you work for someone else, you may be limited in terms of what you can do... but if that's the case, and you're committed to staying with your current employer... it may be time to start a revolution!

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