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Category Archives: Operations

Question Bias
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Lifestyle, Operations, OpinionThe right questions can give you the wrong answers

There’s something really interesting I’ve noticed when looking at online surveys and questionnaires in the last few weeks. If you read the questions out loud and really think about them, sometimes, and only sometimes, you can you guess what the answer is they are looking for, It’s one of those interesting things that I come…
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Keep your energy up when taking business calls
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OperationsKeep your energy up when taking business calls

We’ve talked about our pitch and pace. We’ve talked about smiling and we’ve even looked at the way we emphasis words to affect the meaning and message we get across, but what about energy? This may seem a little vague, but all of the things we’ve looked at in the previous posts are for nothing…
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Placing emphasis on different words can change our message
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OperationsEmphasis and focusing on specific words to change our message

In previous posts I talked about tone of voice and pitch and pace when dealing with clients over the phone, but let’s see how emphasis can change the meaning of words and impact the message we’re trying to get across. A great example I learned years ago is the simple sentence “I never said he…
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Watching your pitch and pace on a call can change how you come across
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OperationsWatching your pitch and pace on a business call

I’d like to make it very clear at this point that a lot of these techniques and observations in the last few posts are very small stepping-stones. They are small little LEGO bricks that, when put on top of each other, put altogether and used consistently and effectively, will build to the picture of a…
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Your body language can come across on a call
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OperationsChange your posture and expression for better business calls

In previous posts I talked about the preparation time that a customer has in advance of calling your business when they have a question or an issue. I also talked about the fact that a lot of the interaction is lost when you lose the face to face and body language aspect of the communication….
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Non verbal communication
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OperationsWe lose much of the non-verbal language over the phone

When a client or customer calls your business, within the first 15 seconds, the customer has decided whether or not they like us or not. It’s all about first impressions like in face to face communications, and it’s all the more vital when it’s over the phone to build a connection with the person on…
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customers have all the time in the world to prepare for the call
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OperationsCustomers will prepare for the call to your business when there’s a problem

If you are running a business, no mater how big or small, you may end up dealing with challenging calls when things go wrong. This isn’t necessarily because you’ve done something bad, but no business should ever expect to have a 100% success rate with every customer, and the first thing most people will do when…
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Email overload
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Lifestyle, OperationsHow an empty inbox became a happy inbox

We’ve all been there. Our notification counter on the little envelop icon showing a number that makes us dread clicking. Our unread e-mails have spiraled to a level where we think we’ll never possibly be able to read them all. You know 90% is probably junk, be it spam, newsletters from that home wares shop…
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The GDPR will have an impact on virtually every business
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News, OperationsWhat is this GDPR thing I keep hearing about?

GDPR is on its way, but what is it? You’ve probably at some point or another come across something about the Data Protection Act or some other form of regulation that protects personal data from being misused, sold or otherwise tampered with or exploited. It’s often the case that when consumers have disagreements with companies…
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It's important to have a reason and not just an objective
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Operations, OpinionWhen setting a goal, start with the reason first

Okay, so the title of this post not only gives away the purpose, but is probably for many people a bit obvious, but I do want to put a little bit of a spin on it. Most good project managers and team leaders in any business will tell you that whenever you have a task…
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Things can be done with speed and still done well
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OperationsDoing things with speed doesn’t mean you have to compromise on quality

So we’ve been set a goal or a target. In previous posts I discussed how we needed to visualize success in order to get ourselves in the right mindset for getting to 100%. I also discussed how aiming beyond the target could help us from that ever destructive fatigue towards the end of a target…
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OperationsWhy do we slow down as we approach the finishing line?

One of the biggest challenges of hitting a goal is the strange phenomenon that as we reach 70% / 80% of the objective, people, particularly sales people seem to slow down. Perhaps its the fatigue and the work and effort that’s been put in so far in hitting what they’ve already hit. It’s a strange…
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Visualize your goals for better success
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OperationsVisualizing success to realize goals and targets

Years ago I worked for a company that had really tough sales targets. Achieving them was a challenge for everyone on my team and often we faced the thought in our minds that we would never possibly hit the goal we were striving for. Fortunately I was training with a group in the UK that…
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