Discover 3 Simple and Easy Ways That’s Guaranteed...

Best Part: I'll give them to you FREE!

Dear Friend,

Take time, now, to make a life-changing discovery. I know you think you’ve seen and heard it all, but this is truly different. Believe me, I know. Here are the most practical ways I’ve found to ruin your day, quicker and simpler then you ever thought possible—especially, if you combine these simple strategies you will SKYROCKET your results.

1.Refuse to be happy. Refuse to say anything nice. Refuse to compliment and appreciate. Always find everything wrong. This one is quite effective at killing any and all passion, fun and joy, not just in you, but those around you.

2. Spend as little as 5 minutes each night, right before bed, remembering each and every faux-pau, goof-up or mistake you’ve made that day. Better yet, spend a half-hour going over all the major goof-ups and what-ifs of your entire life.

3. Become a professional victim. Hold everybody else accountable for your lot in life. Make it so impossible for everyone around you to win that you ruin everybody’s day too. Hey, a two-for-one deal, even better.

Remember, you get 30 days or so, every month to try everything out. If you aren’t satisfied, then let everyone around you know. So you’ll essentially be able to try them out on all your friends and family for FREE!

But once you see how drop-dead easy these strategies are to use, and amaze yourself at how you are able to create misery on a whim...without dealing with the technical hassles of life everyone else has to put up with, you'll stick with it. You’ve got nothing to lose! So what are you waiting for...try it out today!

These strategies work so well that I don’t even have to offer a guarantee (even though I promised you one)—that’s how sure I am.

Have a great day in whatever your adventure,

To Success! To Life!
Sharon

p.s. Tell your family and friends what they really mean to you. Send a note or email to someone you have been meaning to talk to. Hug your kids. Right now.

Find My Luggage, Please...

For some time, I have been pondering over the pet food recall and the awful crisis management that the various companies had tried—when “The Case of the Missing Luggage” propelled me to write... Crisis Management 101.

Recently, a member of our staff took a business trip across country. You guessed it—they lost his luggage. No business clothes for that important meeting, some of the necessary documents for the meetings were in the bag and to top it off, no explanation on where the bag could have gone since the flight was a direct flight. Needless to say, that threw everybody into a spin, not just our staff member with the wayward bag. Actually, the staff member with the missing bag was the most calm of everybody. But the airline, that will remain nameless, did little to help our staff member—not good customer relations. We are thinking twice about ever booking on that airline again…

One company that takes customer relations to a new level is Southwest Airlines. They created a position called, Senior Manager of Proactive Customer Communications (dubbed “Chief Apology Officer” by the New York Times). His office is responsible for personal, hand-written apologies and free travel vouchers for less than satisfied customers.

It might sound a bit funny to some, but it is a positive step toward understanding the customer experience. It is what the customer FEELS, not the actual experience, that is important. In contrast, the dog food companies have done very little to give me confidence (and help me feel) that the “problem” is under control and will not happen again. I have 2 beloved dogs and even now, weeks after the initial recall, I am worried about what to feed them. It shouldn't be that way.

The 5 Keys to Crisis Management 101 are:

React immediately. Be proactive as possible. Yes, you are reacting to a crisis, but be proactive in getting the right information to the right people as quickly as possible.
Focus on the customer and the experience they are feeling. It is not about what the company thinks. It is about what the customer FEELS that is the key to surviving a company crisis.
Admit your mistakes and what is planned to correct them.
Tell the truth. As strange as it sounds to have to say it, many companies try to put a positive spin or worse yet, cover up the news. Do not spin or cover it up.
Constant contact. Keep all parties advised of the current situation and the plans underway to resolve the issues. Sometimes, facts change as the true nature of the crisis is understood, so the key word to remember with step 5 is consistency with both internal and external communications. Customers can be very understanding if information is delivered with immediacy and truth.

There are different levels of crisis, for sure. Lost luggage was only a crisis for the staff here at Impression Engineers. Contaminated pet food is a crisis for millions, but it shouldn’t take a crisis for a company to consider exploring its real values. These 5 keys build trust and loyalty that can be used with or without a crisis.

Trust and loyalty are fostered through the honest and consistent actions and words of a company. Making how the customer feels about your company a priority maintains trust and loyalty. Sure, we all goof up sometime, but when the rubber meets the road, it is the companies that make the customer experience a priority that will survive.

Crisis Management 101

React immediately.
Focus on the
customer’s feeling.
Admit your mistakes.
Tell the truth.
Constant contact with customers.

A printable Action Quote pdf—Crisis101.pdf

Shadow

Wookie

Have you every tried to take a picture of your dogs by yourself?

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WANT TO USE THIS ARTICLE IN YOUR EZINE OR WEBSITE? You can, as long as you include this complete blurb with it: Management expert, business writer, consultant, and coach Sharon Sayler publishes the weekly newsletter Best Impressions! to subscribers world-wide. Ms. Sayler delivers targeted marketing and business solutions, tips, tricks and practical skills to small businesses with big dreams.

Best Impressions is for anyone who wants to Freedom, Fulfillment and Financial Success.
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