How Using Social Media Can Affect Your MLM Business

Almost everyone has some form of social media whether it be for business or fun, people can pretty much find anyone they want to find and check them out. In this article, you are going to learn how using social media can affect your MLM business.

Social media can be a great asset to you and help you attract more team members and customers or social media can make people run from you like you have a disease. Before you post something on social media, just remember that unless you have a certain privacy setting on your content, anyone will be able to see it. The truth is that if you post it on the internet, people that you might not want to see it can probably get to it anyway.

When you are serious about building an MLM business, you have to run a great media company. You need to be able to show people who you are in a good light so they will be proud to work with you. Would you partner in business with someone if you weren’t proud to work with them? Probably not.

Clean It Up

I can’t tell you how many times I go to people’s social page just to find out that I cannot find one picture of them on their timeline. Many times their profile picture is a dog, cat or one of their kids. Since I have no idea who this person is or why they want to be friends, I just ignore the invite.

If you want to have people accept your friend requests or request to be friends with you then you want to have a clean social profile so that people know what who is behind the profile.

Controversy

If you want to build a strong social presence then you don’t want to be arguing with people back and forth over controversial topics. Save that for your close friends because no one wins an internet back and forth.

Now you know how social media can affect your MLM business. I hope you clean it up and are using social media in a way that can help your business and not hurt your business.

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Financial Education Services Review

Financial Education Services also known as FES is headquarter in Farmington Hills, MI and has approximately 200 plus employees worldwide. The majority of the services offered by FES are proprietary products developed by FES. There are as well some partnerships most notably, LifeLock the number 1 provider of identity theft protection.

The founders of this company, Mike Toloff and Parimal Naik come from a very successful background relating to the financial services industry and over the last 9 plus years have taken what was once an operation ran from a small back room in a shopping mall to a state of the art facility with representation across the country

Financial Education Services Products

Today’s market place demands products that will not only help consumers reenter the market place but as well help to educate them on important factors related to financial literacy that were never taught during formal educational years.

It is this combination of products, service and education that has helped FES to become a powerhouse in the market place today and what separates them from there competition. When you educate your customer base you have a potential for not only referral business but as well retention of existing clients.

Financial Education Services products consist of Credit Restoration, Positive Credit Building, Pre-Paid MasterCard, Wills and Trusts and the inclusive FES Protection Plan Membership that includes previous mentioned services along with DebtZero (Debt Pay-off System) and My Financial Lockbox.

Financial Education Services Business Model

The business model or distribution of these financial services is delivered through a network of independent distributors or what FES refers to as “Agents”. Agents are compensated for the sale of these products and also have the ability to build teams of agents and receive overrides and bonuses based on their team production.

The business model is a form of MLM or as more commonly referred to as Network Marketing. The unique thing about the FES model as that agent’s can opt to simply sell the products and not participate in the team building aspect of the business although to maximizes the compensation plan you will want to participate in both sales of products as well as team building.

Is Financial Education Services Right for You

Well let’s examine the facts; it is estimated that over 50 million Americans have less than a 599 credit score (Sub-Prime Credit), 90% of the population does not have a will and trust combination, the average consumer household debt is approximately 20K with no plan in place to pay it off and identity theft is the fastest growing crime in America. With that being said, it’s almost a certainty that most people know someone that can use the services that Financial Education Services provides.

The most likely candidates for the FES business opportunity are professionals in the financial services industry such as mortgage brokers and Real Estate professionals. There has also been a recent surge in interest from the insurance industry.

This opportunity just like any other home based business is great for anybody looking to enter the network marketing industry. There are no license requirements for the agents since FES is licensed and bonded in all 50 states including Puerto Rico.

The bottom line is if you’re the type of persons that needs the services offered by FES, will to sharing products that can benefit others or enjoy working from home than the Financial Education Services opportunity could be right for you.

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The Etiquette of Using Office Supplies

Just like having a roommate requires certain rules of conduct about sharing a bathroom, kitchen, food etc., the cabinet that holds the office supplies also has its own set of rules. Breaking these rules can have very unpleasant consequences, and you may find when you come to work one morning that all the items on your desk have been super glued onto it, making it impossible to get any work done. It is best to know what the rules are, in case you find yourself in an awkward situation with a coworker regarding who took the last box of paperclips.

Rule #1: Never Take More Than You Need. There is sometimes nothing more frustrating than needing liquid paper, finding it all gone in the supply cabinet, then reporting it to a supervisor, only to find that the person in the office next door has a drawer full of it when you go to ask them if you can borrow some. Having more supplies than you need shortens the supply in the cabinet for other employees. It also makes the person ordering the supplies think that it is being used rapidly, which causes them to order more, spending more of the company’s money. If the company is spending a lot of money on office supplies, and you are hoarding liquid paper in a drawer, don’t expect to get a raise.

Rule #2: If Something Is Gone, Say Something: I know you think your office manager has supernatural powers because they can somehow always catch you watching YouTube clips when you are supposed to be working. The fact is, that your office manager or the person in charge of ordering supplies is probably not a mind reader. If you go to the supply closet, and find that it is lacking something that you need, in order to get some more, you have to report it. If you don’t say anything about it, then you can’t complain when the next order comes in lacking the supplies you require.

Rule #3: Throw Away The Empty Boxes or Containers: One of the most frustrating things that can happen in the office, is for example, having your highlighter run out of ink, going to the supply closet to get another one, picking up the box that contains them, only to find you are holding an empty box. This is an office no-no. If you take the last of something in the supply closet, make sure you throw the box or container that was holding it, away. Not throwing away empty containers and boxes in the supply closet gives people false hope. To prevent your office accountant threatening to staple you to your chair, throw away the box when you take the last highlighter.

Now that you know how to behave and what to in regards to the closet the office supplies are kept in, you should take note. You probably have enough to deal with at work without the person in the cubicle next to you giving you the stink eye for the eighteen boxes of binder clips you have tucked away. Only take what you need, if something is gone, tell your supervisor, and always throw away the empty boxes or containers. If the office accountant does decided to staple you to your chair, it won’t be because you were foolish about the supply closet, it will be because he is crazy.

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Promote A Home Cleaning Service With Promotional Items

There is no better, economical, and effective way to promote your home cleaning service and to increase sales is to use the tried and tested promotional method of giveaways and gifts. Promotional products are an effective and low cost way to grow the brand recognition, within the community and even outside it, for your home cleaning service. Whether it is a new business or a trusted and established service with high visibility in the community, your cleaning company is sure to attract additional home cleaning jobs, and rope in more clients, with the wise use of a range of promotional marketing items.

A start-up cleaning business can promote its services through these handouts, while a larger cleaning service, offering a range of options like full house cleaning, or window and floor cleaning, can also benefit from such drives. Promotional item giveaways can help to rapidly expand the customer base of any home cleaning service. Ranging from promotional items like magnets, to larger giveaways like kitchen utensils or household and cleaning products, giveaways can be very useful in promoting your services to existing clients and their friends and neighbors.

Items such as computer brushes or even screen cleaners imprinted with your name and logo not only bring the shine back to the clients home, but remind them to come back to your when spring cleaning time comes around! Choosing a handy promotional item ensures that the recipient clients are able to have it right in front of their eyes, usually on their desks or counter top. What this means is that your brand, and the services you provide, also remain in the forefront. This is one of the most effective marketing campaigns home cleaning service can engage in, and it is not the least bit expensive or even time consuming. Promotional goods and items are the perfect cleaning business marketing campaign and they are easily carried out, requiring the bare minimum of personal input and working time.

Promotional items can be anything from umbrellas and paperweights to pens and magnets, from key chains to cleaning supplies, and all of them have the power to make your brand popular for a much lower investment. Significant value as a branding tool, and lower investment in terms of money, time and effort, make them a better way of publicizing your brand than the more traditional forms of advertising. Magazines and newspapers, television and radio ad spots, all pale in comparison, with promotional products giving you the same impact level at a noticeably lower budget.

Get your promotional cleaning services give away from the wonderful collection at Action Printing Inc are the perfect way to get your home cleaning business brand and logo out into the wide world? From the small and handy to the larger and more useful-around-the house items, there’s a range on offer to choose from. For a much smaller budget than needed for any traditional mode of advertising, you are sure to get noticed, and both satisfied customers, and their friends and neighbors will be lining up in droves to offer you their business!

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Make Money Online by Selling Other People’s Products

A lot of people are now getting into internet businesses and online marketing either to add extra income or eventually making it their primary source of income. Why? Because online marketing can provide better benefits!

First, you can contact and communicate with just about anybody in the world who has internet connection if you advertise your products online. That indicates a broader market reach for you, which can convert to larger profits. Second, setting up an internet based business needs only a portion of the cost required to set up an actual company establishment, which indicates lesser expenses for the business owner

Another thing that has drawn a lot of attention from people towards online marketing is the fact that you are not required to have your own product to begin. In online marketing, anyone can start generating profits online just by promoting, or even by just trying to sell other people’s items. Getting started with this type of marketing procedure is actually quite simple. All that you need to do is to set up a compliance agreement with an online merchant or vendor, and after everything is set up, one can instantly begin to generate profits by promoting the vendor’s or the store’s items.

Furthermore, the most popular and the fastest method of selling other people’s products and services on the internet is affiliate marketing. Affiliate marketing, in its basic definition, is a relationship between an internet merchant or store, who has items to sell, and his affiliates, who are willing to sell the vendor’s product on their website.

In a common affiliate marketing set up, the vendor provides his affiliates with advertisements, either banner or text type that directly links to his site. The affiliates will then get these ads placed on their site and they get compensated whenever visitors or product purchases directed to the vendor’s web page. Affiliates are often compensated on sales by commission, although other online product vendors would opt to pay a set fee for the affiliate’s compensation.

Getting started to make money online through affiliate marketing is fast and simple. You just need to sign up as an affiliate marketer to an affiliate program. Another option is to sign up as an affiliate on an affiliate network that hosts different affiliate programs. Signing up usually costs nothing, although some networks might require you to pay a small fee that may be the amount as a payment for the additional service those companies render like tools, webinars and training materials.

When you sign up with an affiliate program, you are usually required to fill up an information form about yourself. Some affiliate marketing programs may also need you to present the URL of your web page and describe its content. This will allow the retailers to verify that you actually have a web page with material that are relevant to their products. Some affiliate programs, however, does not require you to have a website. After filling out the form, you are then free to choose the affiliate programs you want to use.

After signing up with an affiliate program and becoming an affiliate, you are now ready to make money online by selling other people’s products. How do you make money? There are actually various ways for you to generate income as an affiliate marketer, and most of these ways depends on the type of affiliate program you’ve sign up for.

A lot of affiliate programs pay their affiliates in either of three methods: pay-per-click (PPC), payper-sale (PPS), or pay-per-lead (PPL). In pay-per-click marketing, the affiliate is compensated whenever he directs traffic to the vendor’s site. PPS and PPL online marketing programs is different. In PPS, the affiliate only gets paid when his referral converts into a sale. In typical PPS online marketing program, the affiliate would usually get 15% to 20% commission for each conversion. Pay Per Lead works the same way, although affiliates are paid a fixed compensation whenever his referral converts into a lead for the vendor.

Some affiliate programs are two-tier, which means the affiliate is also allowed to refer other affiliates to the vendor. In such affiliate program, the affiliate would not only be paid for the visits or sales that he would redirect to the merchant’s site but also for the visits or sales directed by the affiliates who signed up with the program through his referral.

Another way of earning more profits with affiliate marketing is through residual affiliate programs. Residual marketing programs are affiliate programs where the affiliate gets compensated a number of times for as long as the vendor keeps the customer the affiliate has recommended to his site. One type of residual program gets the affiliate compensated a commission every time the referred customer purchases something on the vendor’s site.

Another form of residual program gets the affiliate paid every month for as long as the merchant keeps the customer being referred.

With a lot of choices available and a lot of methods to generate income, affiliate marketing is simply the most popular and the easiest way to earn cash by selling other people’s products on the internet. As to how much cash an affiliate can generate from affiliate programs actually depends on the affiliate. A persevering and diligent affiliate would certainly get more from affiliate marketing compared to those who would simply sign up and forget about it later on.

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Sensible Manufacturing and the Ultrasonic Flow Meter

The Manufacturer MX Awards

Each year The Manufacturer MX Awards aim to recognise great achievements in the industry. Entries are invited for a number of different categories, with the ultimate title of ‘Manufacturer of the Year’ presented to a company that is strong across the board.

The winner of this year’s ‘Manufacturer of the Year’ title was announced in November and Dura Automotive took home the award. The company also returned to the office with awards for ‘People and Skills’, ‘World Class Manufacturing’ and ‘Sustainable Manufacturing’, so it was well worth attending the event!

Investment in Employees, Quality and Sustainability

Dura Automotive are an international company that design and manufacture control systems for the automotive industry. They may be a large operation, but the awards they won clearly illustrate what it takes to grow a successful business; investment in employees, quality and sustainability.

If you take a look on their website, you will see that their objectives are to ‘inspire drivers, customers, our people, the competition and stakeholders through innovation and performance’.

They understand that in order to deliver full customer satisfaction, they need to deliver high quality products. To do that, they need to stay ahead of the competition with innovative ideas, products and processes, staff training and development opportunities and a positive, customer focused vision. In addition, they understand the importance of integrating sustainability into every aspect of their business.

Sustainable Manufacturing

Sustainable manufacturing focuses on minimising the negative outcomes of production. The overriding aim is to lower the environmental impact of manufacturing and distribution, yet the real benefits to business come from the fact that in working towards sustainability is a process of continuous improvement.

Many manufacturers have been incentivised to take action. On the receiving end of Government initiatives or in a bid to reduce energy, water and waste management costs, more companies have been willing to consider sustainable options. Whilst they may have started off thinking of this as a tick box exercise, the real benefits of taking action soon become apparent. Huge savings have helped many companies to remain competitive in the global market, have paid for other investments or have boosted profits.

Flow Monitoring

When it comes to water and energy use, flow monitoring has proved valuable in running processes at optimised levels, improving quality control, minimising waste and reducing downtime due to problems in the process. This has supported significant cost savings in storage, processing, waste management and utility bills.

By investing in low cost ultrasonic flow meters, which retrofit to the exterior of pipework, flow monitoring can be straight forward to implement. Calibrated to the specific flow range of the liquid or gas that passes through the pipe, the ultrasonic flow meter provides data that quickly identifies when abnormal flow rates are detected. This acts as an early warning system, so the issue can be quickly identified and rectified.

The ultrasonic flow meter also supports the optimisation of the process, which can be highly effective in quality control. This has been widely used to reduce waste batches and waste management costs in food, pharmaceutical and automotive industries, to name but a few.

All of these potential cost savings from an affordable ultrasonic flow meter certainly justify investment in monitoring technology. Other low cost devices including tap aerators and rainwater harvesting systems have also helped UK businesses to gain a lot more than environmental credentials.

Recycled Materials

Another area in which Dura Automotive have invested is in research and developments around the use of recycled materials in their products. When manufacturers consider reusing materials rather than raw supplies, it can present a number of challenges. Being open minded to these challenges can lead to innovative thinking, fresh ideas and approaches which could open up new avenues for the product or company.

The use of recycled materials does depend on sufficient quantities being provided by a reliable source. Having said this, if a large scale operation such as Dura can find viable alternatives to raw materials, then a bit of research could lead to suitable supplies for smaller businesses.

There is often a cost in processing the material to ensure it is of a suitable standard for reuse. Companies may need to explore partnerships with other companies and other collaborative approaches to ensure that cost effective and convenient options are found.

Sustainable Advantages

Like Dura Automotive, the majority of the other manufacturing award winners also placed considerable emphasis on sustainability. If you want to see your company going from strength to strength, a greener approach could deliver many tangible advantages.

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Why Should You Take Care Of Your Car Windows?

The benefits of window glasses in a car are enormous. Up until recently, most cars were built with manual windows that you had to roll up and down with a crank. As nostalgic as they are, there are a few reasons they aren’t found in newer cars.
Power windows in cars offer several advantages, including:

CONTROL

It is true many vehicles have a master control pad on the console or the driver side door. If the kids are playing havoc in the backseat with the windows, you have the power to lock them. If you realize partway through your journey that someone left one of the back windows rolled down, you have the power to roll it back up with a push of a button or switch of a lever. You have complete control over every window in the vehicle, allowing you to focus on getting to your destination.

CONVENIENCE

As we mentioned, rather than having to put all your muscle into cranking up the window, power windows are controlled with a button, switch or lever. This makes it easier not only for the driver, but also for passengers with limited mobility to control his or her window.

SAFETY

Automatic windows have become a standard in today’s vehicles. If you have manual windows and would like to make the switch, it’s possible in almost any vehicle!

Window Damage Can Quickly Spread

When you notice a small crack or chip in your car’s window, it may be tempting to put off your repair services to another day. Over a period of time, the cracks can spread and cover a wide area. To prevent injury during an accident, it is necessary to have the crack repaired as soon as it forms on your window’s surface.

Window Damage Can Pose a Safety Threat

You are at a greater risk of sustaining injuries in times of an accident. The window which has already cracked can move out of its frame and cause injuries to you or your co-passengers in the impact.

Window Damage Can Affect Your Car’s Resale Value

In the event that you decide to sell your car, your vehicle will have a lower resale value if its windows have any signs of cracks or damage. Before you start the car selling process, it is a great idea to have your automotive glass damage repaired by a licensed professional. Taking care of your window damage will allow you to bargain a better price for your vehicle. A team of window repair experts can fix your cracked auto glass in no time.

SathyaNarayana B has done Masters in Applied Geology and he is interested in writing articles on travel, history, pet care, martial arts, medicine and natural remedies.

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The “How” And “Why” Of Electric Panels

Electric panel very simply refers to the electric board which provides electricity to the sub circuits. These panels are extensively used in Process industries, Automotive industries, Food and Beverage sector, Oil and Gas Equipment, Aerospace, Metal Forming Machinery, Machine Tools, Power Generation, R&D Testing labs and Process Industries and other industrial sectors.

Are You Banking On The Right Product?

Once you go through this post, you will actually understand why electric panels play such an important role in the aforementioned sectors. Think about the times when you experience power outage owing to a natural disaster— then you must have run to the electric panel to restore power. When it comes to electric panels, getting the right circuit breaker can make all the difference between safety and risk. These panels are generally based in backrooms, basements and less visited areas of a particular place.

The products of reputed manufacturers are known for the following aspects:

- Quality performance

- Easy installation

- Flawless design

- Power efficiency

- Low maintenance

Make sure you are checking the credentials of the manufacturer thoroughly before you are roping the same in. If you’re looking forward to install these units, you should find out about the manufacturers who are known for offering products with the aforementioned qualities.

The internet will offer you information about a lot of manufacturers providing these panels. However, one should realize that that not all of them are equally credentialed to offer you quality panels. It takes years of experience and domain expertise to manufacture panels that go on to serve you satisfactorily in the long term.

So, it is important to ensure that you’re actually taking the trouble to conduct proper market survey and then going on to settle for their product. Now, the question is – how exactly would you know that you are actually posing your faith in the right name? You can consider the following steps.

How To Settle For The Right Electric Panel

The first thing to do would be to seek recommendations from peers. Now, let us clarify from the very beginning that in order to meet the diverse quality requirements, leading manufacturers employ quality analysts who ensure that the products pass multiple quality stages before reaching you. Those who have accessed products of these manufacturers are bound to endorse their products- while those who have actually gone on to choose manufacturers arbitrarily might not as well be in a position to do so. When you are not conducting research on the background of the manufacturer, you are not even aware of whether or not the particular name is actually taking the aforementioned steps to ensure that only quality products are reaching you. Without research there is every chance of unwittingly ending up with poor quality products.

Read reviews in order to find out how the companies have been rated. Kindly ensure that you’re not leaving any stone unturned to get the best value for your money. Taking the aforementioned steps will ensure that you are not repenting your choice later on.

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Dealing With Conflict in the Workplace

Introduction

Conflict is a major concern in both your personal and working life. If not deal with quickly, tactfully and efficiently conflict could lead to serious confrontation and / or a complete breakdown of relationships. It could even lead to violent and dangerous situations.

A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.

There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organization's reputation for customer service and its continued success.

What causes conflict.

Conflicts usually occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between collections and / or management. The issue becomes one of power, of gaining control or of 'being proved right'. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.

Conflict can also be caused by a lack of communication or by a failure to recognize the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work collections.

Conflicts due to customer related issues.

A complaint, no matter how trivial it may sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organization to do business. They have a need and they believe (or hope) that you will be able to fulfill that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.

Conflicts arising out of customer related issues could include;

  • Problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
  • Delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
  • Difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
  • Drug or alcohol related issues. These could include being refused entry or ejection from concessions due to their condition and the risk they represent to other customers or staff.

Conflicts due to misunderstandings or communication barriers.

No two people are exactly alike – not even twins. People have different points of view thought about by the many influences on their lives.

These effects include;

Genetics – the things that we inherit from our parents and over which we have no control. These things might involve the color of our eyes and hair to our health.

Upbringing – which involves the way in which our parents raised us and the values ​​they instilled in us.

Culture and religion – this influences the things that we believe to be true and the customs and traditions we follow

Economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.

Education – our level of education will also have a large impact on what we think and how we view the world.

The environment – this means the environment in which we operate: our neighborhoods, housing situation, and the people we are surrounded by.

Life experience – involves all the experiences we have had in our lives, the successes and failures, the lessons we have learned from these experiences and the many roles that we have played to date.

All of these things and more go in to making us the individuals we are and our thoughts and feelings about almost everything we come into contact with will be shaped by these influences. So we have our own opinions and points of view on a whole range of things and these sometimes clash with other peoples. These clashes can take the form of a lively but friendly debate but they could just as easily become heated and aggravated and degenerate into shouting matches. The beginnings of conflict.

We can avoid these situations by reaching an understanding between the parties. This can be done by communicating openly and honestly, being willing to listen to the other person's point of view – remembering that the influences that have shaped their beliefs and view points could be very different to yours – but no less valid.

Misunderstandings and communication barriers could occur because;

  • People do not listen to each other with an eye to reaching an understanding
  • People are not prepared to compromise in order to resolve the situation
  • People do not understand cultural differences and are not prepared to make allowances for them.

To resolve a conflict situation steps need to be taken to bring the two points of view closer – to reach a compromise that both parties can accept. Part of good conflict resolution skills is the art of communication and recognizing the barriers to a good two way communications flow. These barriers can include;

  • Not paying attention . Customers or colleges who are trying to communicate with you will feel ignored and frustrated if you allow yourself to become distracted. Not paying attention to them is rude and unprofessional and stops the communication flow. The result of this could be the loss of a customer, a complaint about you to your manager or a loss of respect. Do not allow yourself to be distracted – focus your attention on what is being said and really listen to your customer or colleague. If you must interrupt the conversation to answer the phone, or speak with another staff member, excuse yourself.
  • Not looking at a person . Maintainable reasonable eye contact with the person you are communicating with is very important. It shows you are paying attention and that you are interested. By not looking at the person who is talking to you, you are indicating not only disinterest, but are also making them feel uncomfortable. They may think you are not being honest or trustworthy – you may be trying to hide something from them.
  • Interrupting . Interrupting someone when they are talking is a major barrier to open, two way communication and could easily cause conflict. Once again, you are indicating that you are not interested in what they have to say. Breaking into what they are saying to make your own thoughts known, or worse, to finish their sentences for them is no way to gain a proper understanding of the other persons needs and expectations. Allow them to finish what they are saying and pay attention. If, for some reason, the conversation needs to be wound up, then take control by asking leading or closing questions – that allow for short answers only.
  • Tone of voice. The tone of voice used during a conversation could also start a conflict. Arrogance, demand, anger, whining, disinterest etc. All add a tone to the voice that can cause people to react negatively. When dealing with customers or collections you should keep your tone friendly, calm and pleasant. At the very least, if you do feel annoyed you should try and keep the tone of your voice neutral.
  • Sarcasm . Sarcasm has no place in any conversation between two people and is an open invitation for conflict. There are times, in everyone's working life, when you think "If I get asked one more stupid question, I'll go mad!", But sarcasm in the face of a silly question or remark does nothing but hurt the other person and, Possibly, dent their self esteem. We often forget that not everyone knows everything we do about our industry – in fact most customers know very little about the tourism and hospitality industries. We can forgive our customers or junior collectors, therefore, for asking questions that may have obvious answers – obvious only to someone who knows. Show patience and understanding – it's just as easy and much more pleasant than giving a sarcastic or snide answer.
  • Rudeness . There is never any excuse for rudeness. A respectful and courteous attitude on your part should avoid or defuse any antagonism a person brings with them into your office. Should you find yourself never the less, dealing with a person with whatever you simply can not get along – rudeness is not the solution. Speak to your supervisor or manager and ask for their advice.
  • Cultural differences . Cultural differences can be the source of a great many conflicts. When dealing with people from other countries, other beliefs and so on, it is easy to misunderstand words, gestures and customs. If you want to excel at your profession it is a good idea to familiarize yourself with some of the more prevalent customs of other cultures. On the whole, however, people from all over the world, from all walks of life and from all creeds respond well to respectful and courteous behavior. Do not make fun of customs you do not understand. Treat everyone you deal with, both customers and colleagues, with respect and you should do very well.

Any one of these points could provoke a customer or a college into complaining – which could then, potentially, turn into a conflict. It is a good idea therefore, to remain courteous and polite when dealing with other people.

Signs of potential conflict

A conflict does not happen suddenly. People do not go from calm and cool one moment to angry and aggressive next.

Conflict builds. It may take hours, weeks or even years. However long the process takes, there are always signs that a conflict is building. If these signs are recognized early then steps can be taken to quickly and efficiently resolve the situation before it becomes a major issue.

Early signs of conflict can include (but are not limited to):

  • Aggressive body language: Narrowed eyes – trying to intimidate you Flared nostrils – a sure sign of building anger as the person takes a deep breath, either to control themselves or to go on the attack Stretched muscles in the face and jaw line – tightened in building Anger and aggression Tapping fingers or feet – shows impatience
  • Malicious or negative gossip among collections
  • Difficulty in discussing an issue calmly and rationally
  • Tone of voice – indicating boredom, sarcasm, irritation

These are all signs of irritation, dissatisfaction or impatience. If you recognize any of these signs when dealing with a complaint or a conflict you should endeavor to find out the reasons why the other person is starting to feel impatient or irritated. You can do this by asking relevant questions and listening carefully to their answers. In this way you can reach an understanding of the issue at hand and possibly avoid escalating the situation.

If not recognized and acted upon these signs could then be followed by;

  • Raised voice – speaking rapidly in a loud, high pitched voice – or even shouting
  • Body leaning forward in an effort to intimidate
  • Hand gestures – finger poking and pointing in an aggressive manner.
  • Refusal to cooperate
  • Storming out of a room, slamming doors, drawers or implements

At this point you may already have a conflict and it will take careful handling to bring the situation back under control

Crisis situations

Complaints can escalate into conflict and conflict, if not resolved effectively, could potentially escalate into a crisis.

People wish to be taken seriously. If they are not, or are repeatedly ignored, it can become aggressive and a threat to safety and security of the organization and the people in it. Equally, people who are under the influence of drugs or alcohol, and are not in control of themselves, can present a danger to those around them if they are not handled carefully.

Situations where personal safety of customers or colleges may be threatened and assistance required may involve:

  • Drug or alcohol affected persons
  • People with guns or other weapons
  • Situations where someone has been or may be hurt
  • People who appear to be violent or threatening
  • Situations where customers refuse to leave or to be pacified.

In these cases it is extremely important to:

  • Keep calm yourself and to try and calm the other person.
  • Move them, discreetly, out of the main area of ​​your office or shop
  • Take note of details of the problem for future reference
  • DO NOT argue with a person who is visibly upset or aggressive as this will only compound the situation.
  • Bring in the assistance of relevant management, security and / or entities such as police as soon as possible.

Organizational requirements

You can not simply make a conflict go away by giving the complaining party whatever they want. Resolving a conflict is a deferred balance between reaching an agreement between parties while at the same time staying within the constraints of your organizations requirements and policies.

These constraints may include:

Costs issues. Often, a conflict with a customer will be centred around dissatisfaction with a product or service. If the product or service was actually found to be faulty then the simplest solution to the problem is a straight forward replacement. Sometimes, however, the situation is not as simple and the customer will demand further compensation. In these cases a replacement may not be enough and something extra may need to be done. When determining the amount of compensation, if any, to be offered to the client, there are a few issues to consider. These could include;

  • Customer good will & repeat business. If your organization is dependent on customers coming back again then this is an important consideration.
  • Organisations reputation. A dissatisfied customer will tell many people that they received bad service from an organization who did not meet their needs and this can lead to a loss of business.
  • Direct cost. Compensation to a client can be in the form of cash, additional products or services, or an upgrade to the product or service they have purchased. If compensation is to be of a monetary nature then the cost to the organization must be considered.

Organization policy on refunds or exchange . Most organizations will have policies on giving refunds. Some companies will give money back, others will give credit for products or services they provide. In the tourism industry you must also consider the refund policies of the principals you deal with. For example some advance purchase airline tickets do not allow refunds at all within a given period prior to departure and if the customer does not use the ticket, they have lost their money.

So before agreeing to provide a solution to the customer, you must first determine if it is financially viable to do so and to take the organizations policies and procedures into account.

Resolving conflict situations

When a person has purchased a product or service from your organization and it is not what they expected it to be, or does not perform properly they will feel dissatisfied and disappointed. As a consequence when this person complains that they generally believe that they have a legitimate reason for doing so and they may do so long and heatedly to the first person they come across in your organization. This might be you – even though you had nothing to do with the original sale and have never met the customer. The worst thing you can do is tell them its not your problem.

Take ownership of the issue, regardless of whether you were involved in the problem or not. "Passing the buck" at this point is not going to help matters. The customer approached YOU, so deal with the issue and do not pass them off saying "It's not my problem" or "The lady who handled this is not here now ….". At that particular moment in time the customer does not see you, the individual, they see you, the representative of the company, so it is you, the representative of the company, they expect to help them.

If you were not part of the original transaction where the problem occurred get as much information as you can from the customer to help you determine what to do. For example, you could ask;

  • Exactly what the problem is
  • When & where it occurred
  • How long ago the problem occurred
  • What they paid for the product or service
  • How they see the situation being resolved – this will give you an idea of ​​the person's expectations and how they impact on the organization's policies and procedures.

If the person who was involved in the original transaction is available you should ask them to join the discussion in order to get both sides of the picture. It is very important, however, to keep to the issue at hand and not to let emotions or ego get in the way of finding a solution to the problem; Stay calm, listen to all points of view with an open mind and try to keep the communications process flowing in a positive manner.

Finding a solution to a conflict involves a certain set of skills and techniques. It takes a step by step approach to ensure a positive income for all parties concerned.

Steps in resolving conflict

Finding a solution to a conflict will often become a matter of "give and take" where one party makes a suggestion that may not be entirely acceptable to the other. When this happens you will need to define the issues as seen by all parties and negotiate a mutually acceptable exit. This would normally occur in a logical sequence:

  1. Define the problem
  2. Work out what you want out of the conflict
  3. Brainstorm for options
  4. Evaluate solutions
  5. Decide on solutions

Define the problem

Everyone involved in the conflict needs to agree on a definition of the problem before it can be solved. This could mean describing the problem in terms of each persons needs and understanding of the issue at hand. Questions to consider might include:

  • What is the problem? Is it only my problem? Who else is involved?
  • Can I solve it? Is it worth solving?
  • Is this the real problem or merely a symptom of a larger one?
  • Does it need an immediate solution or can it wait? Is it likely to go away by itself? Can I risk ignoring it?
  • Does the problem have ethical dimensions?
  • What conditions must the solution satisfy?
  • Will the solution affect something that must remain unchanged?
  • Will I need help?

Asking these types of questions will outline what all the issues are from various perspectives giving you a firm foundation for exploring options. Depending on the nature of the problem and what it will take to resolve it, it might in extreme cases even be worth letting the matter go. It is important to keep a customer satisfied, but not at all costs. If a customer is being completely unreasonable and demanding then sometimes it is the better option to lose that customer.

Work out what you want out of the conflict

You also need to develop a clear understanding of the expected outcome. This could be; An agreement on acceptable compensation for faulty products or service a better relationship with the other party a mutually acceptable solution to an ongoing work issue the other person to respect your opinion With firm expectations of what would be an acceptable exit in mind, you can then begin To negotiate with the other party until an agreement has been reached.

Brainstorm for options – When all parties concerned have had the opportunity to explain their feelings on the matter, then all of the issues should be out in the open. At this point you can look at the various options available. There might be a number of solutions to the problem which could work for everyone involved. Do not get stuck on one solution just because it's the first one you find. Be creative about the possibilities available to you, and look for common ground. You can decide from the options later.

Evaluate solutions – In deciding the best result from the options available you should weigh up the pros and cons of each one based on the organizations policies and procedures, cost or budgetary constraints, legal ramifications and mutual benefit. When discussing and evaluating options it is often the case that each party will prefer an option that most closely gives them what they want regardless of its impact on the other party. In these cases you need to negotiate and compromise so that an agreement that both parties are satisfied with can be reached.

The Art of Compromise – Compromise does not mean giving in or losing. It means looking for ways to meet each others needs by making concessions to the other party involved. Compromise involves negotiating what you are, or are not, prepared to do in order to get what you want.

You should be open to good arguments rather than pressure or manipulation from the other party. Be open to reason but closed to threats. In difficult conflicts it might be necessary to bring in another person to mediate. This person may need to be skilled, mutually respected, and not have a personal interest in the outcome.

Decide on a mutually acceptable solution – When all available options have been tabled and considered then you can decide on the best one – the one that keeps both parties happy! Make sure each person takes responsibility for agreeing with the decision. This may take the form of a written agreement or contract, or a letter outlining what was agreed to.

Separate your feelings from the problem . When your emotions get tangled up in the pros and cons of an argument you can not reach the best conclusion. If you take a strong position because of the way you feel, you can not work out the best solution to the problem because your perception of it is controlled by things which are likely to have nothing to do with the problem. It's not about who is right or wrong. Arguing over who fault it is or placing blame will do nothing but increase tension and get in the way of resolving the situation. You should not let your feelings get in the way. Points that can help here include:

  • Act and speak calmly. Arguing with a customer or colleague could result in a full blown confrontation. Pause before making a response to them. This will give you time to collect yourself, to calm any irritation you might feel and also gives you a chance to work out how to phrase your response in the most appropriate way.
  • Try to put yourself in the other person's place; Empathise with them. Use expressions such as "I can understand why you would feel that way" and encourage them to share their point of view.
  • Listen carefully and completely to what they are saying. Hear them out without interrupting them. Show you are interested through a positive listening attitude and ask clarifying questions to make sure you have understood them correctly.
  • Be patient and understanding. Do not interrupt them. Once they have had their say, they will generally be a lot calmer and easier to reason with. The problem can then often be resolved in a civilized manner.
  • At the appropriate time, acknowledge their point of view and ask them to give you the court of now listening to your (organization's) position. For example; "I understand what you are saying, may I now explain our position to you, and then we can see how we could solve the problem together?"

Documentation

Recording accurate information about complaints, conflicts and their outcomes is a very important part of any business. This type of information will show (among other things);

  • Areas of the business that are not working properly
  • Processes and procedures that need to be changed.
  • Things that customer like / or do not like about your products or services
  • Gaps in the supply and demand of your products or services

With this information in hand, an organization can then use it to continuously improve its products, services, image and reputation.

Information can be recorded by way of (but not limited to):

  • Letters (or emails) of complaint. These should always be taken seriously. A written complaint should be answered immediately – even if it is simply to advise the customer what will happen next. An investigation of the complaint should follow and the customer should then be advised of the outcome. A report of the complaint and the outcome should then be sent to the relevant supervisor or manager for any further action needed.
  • Notes taken during a phone call or after a face to face meeting. Once again, it is good business practice to record the details of complaints or discussions about conflicts. These notes can be used for the organization's continuous improvement program but they can also be used as reminders of the conversation should a dispute arise.
  • Formal documentation. These could be; Refund forms Credit notes Contracts or agreement forms

Evaluating conflict situations

It is good business practice to continuously look for ways in which an organization can improve its practices and procedures. One of the main ways an organization can do this is by seeking feedback – comments from customers, staff and other visitors to the organization. Reasons for seeking feedback can include;

  • To ensure customer satisfaction and repeat business
  • To maintain its reputation
  • To learn from errors or mistakes
  • To make improvements to the service or product delivery or quality to improve productivity and efficiency
  • Follow up to see if customer is satisfied in the case of a complaint or conflict

In a matter as important as a complaint or a conflict, feedback can also be taken by way of a phone call, letter or even even a personal visit to the person concerned to ensure that any issue that exists between the conflicting parties has been successfully resolved.

When looking for how effective the solution to a conflict was, some of the questions that should be asked could include:

Why did this situation happen in the first place ? A close examination of the circumances surrounding the matter of conflict from both the customers and the organizations perspective can show up problems in procedure, policy or product or service delivery. Issues to look at could include;

  • Was there a breakdown in communication?
  • Is the service delivery as good as it could be?
  • Are the organization's policies and procedures as effective as they could be?
  • Was the service / product faulty in some way?

Did we resolve it effectively ? This is a very important question from the customers and the organizations point of view.

  • For the customer, resolving the problem effectively could mean that they are satisfied, that they have received value for their money and most importantly that they will probably continue to do business with you.
  • For the organization, resolving the problem effectively could mean that they have retained a customer and kept within organizational guidelines and budgets

When looking at how the problem was resolved:

  • Ask critical questions about the output – was it the best possible option for every one concerned? Did it cost your organization money? Too much money? Was the income worth the cost?
  • Evaluate the customer's reaction to your proposal – were they happy with it? Were they prepared to be reasonable? Will they continue to do business with you?
  • Compare the situation to any previous incidents of this nature. How was it handled last time? Is there a pattern emerging that should be addressed?
  • What can we do to prevent it happening in the future? By looking at how the problem occurred in the first place and how effectively you resolved it you can then take any necessary steps to prevent the same thing happening again. This might mean; A change in policy or procedure A change in a product or service training staff in customer service skills Training staff in conflict and complaint handling

By asking these, and other relevant questions, you can make improvements to the organization. This could lead to greater customer and staff satisfaction which will have a positive impact on the organizations continued success and prosperity.

For more information go to: www.lptraining.com.au

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Ethernet Cables – Red, Yellow, Or Blue?

Ethernet cables come in many colours, it’s common to see red, green, blue, yellow, white and grey leads in every office. A lot of people get confused when they are buying a new lead as they wrongly believe the different colours do different jobs. A coloured Ethernet cable is used for identification. If you have an office network that has many connections, it can be difficult to know which cable goes where. This is why coloured leads are used, you can easily identify that the blue cable is connecting computer A to the network whilst the yell one is connecting computer B and the green goes to computer C. It’s not uncommon to see leads being sold in twenty plus different colours.

Another reason to use coloured leads is to help set up new equipment. Many internet service providers will send a free modem to the customer when they take out a new connection. Not everyone is confident at setting these modems up, they can come with two different types of lead, an RJ11 ADSL lead and an Ethernet cable. Both of these cables look very similar and many people try to connect the RJ11 lead into the Ethernet socket. Internet service providers use coloured leads for this very reason. The instruction book will advise the customer to connect one end of the blue Ethernet cable (or whatever colour is supplied) to socket A on the modem and then to your computer, this avoids any confusion and probably saves them from thousands of technical helpline calls each year.

Whatever the reason for replacing your Ethernet cable, maybe you need a longer length as you have moved the computer, the dog may have chewed your original, you may be trying to increase the speed with a better quality cable (we cover that in another article) or you may simply have lost the lead when you moved house. You can rest assured that you can use any coloured Ethernet cable. The only caveat to add would be to ensure you do not buy a Crossover cable, these are used to connect two computers together without using a router, they are always clearly advertised as Crossover and it would be difficult to buy one in error.

If you are looking to upgrade the speed of your connection, an easy and cheap upgrade is to opt for a Cat6 cable. Cat6 cables are cable of faster Gigabit speeds and are backwards compatible with standard Cat5e systems.

When buying a new lead it’s a good idea to look online, there are big savings to be had. Many online stores can sell at a fraction of the price a high street store as they have less overheads. For a short two meter cable, you should expect to pay around three pounds.

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