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Showing posts from August, 2010

Send Out Vibrant Energy Over The Phone

Some first-time conversations over the phone leave you feeling happy and upbeat, whilst others make you cringe. Which experience would you like your customers to have?


A few weeks ago, I had tried out for a voiceover (my first time ever!)

Whilst I put the huge headphones on, the technician moved a stand aside so that they could see my face clearly. That particular script needed a lot of emotion in it.

Whatever I felt as I read the short script would be reflected on my face. Which in turn, could be heard in my voice. The truth that we sometimes forget is that our voices can easily convey happiness, irritation, joy, hope, nervousness and more.

Half the time we are not even aware of how much our voices are telling the world about our emotions.

What does this mean for you as a businessperson?

It means that no matter how you feel deep down inside, you’ve got to pretend to be happy, energetic and excited when you speak over the phone (unless it’s a negative situation).

On a bad day, say when…

Turning Small Profits Into Large Ones

Is it worthwhile spending your time with a customer who isn’t going to buy much from you? Is how you communicate with this small customer important?

YES!

We all know it but small business owners still break this golden rule, resulting in a loss of repeat customers who may bring in big business.

Here’s an example. Caught in an unexpected situation, I had to buy a new handphone. Since I only needed something very basic it automatically meant a lower end model that did not cost much.

At the first outlet, the owner looked disgusted when I told him what I was looking for. I fled from his sneering arrogant attitude.

The young “punk” seated at the next outlet made my heart sink. I should have remembered not to judge a book by its cover. He turned out to be a load of surprises.

Politely, the young lad me relevant models. Patiently, he explained the features of the different handphones. I was impressed.

Along the way, he did politely inquire why I didn’t go for a higher end model. But he never pus…

European Welfare Systems and Changing Work Technologies

I attended eHomemakers’ Work-Life Balance Conference last week and listened to speakers from around the world discuss the tenets of work-life balance. 

In general, participants looked to European countries as models for the work-life balance they would hope to implement in Malaysia. 

They argued this is the future. 

This choice of an idol, however, made an easy target for critics, who claimed the European system was unproductive and inefficient.  As evidence, they pointed to the crises facing the European economies and threatening these half-century old social democracies.  

Both proponents and opponents were making a fundamental mistake, however, in equating the European-style social system with the fundamental changes that are occurring in the way people work.   Both of these subjects certainly affect work-life balance and alter people’s work environments. 

The European social system subject pertains to politics and decisions on how to distribute resources already created. 

These soci…