Author: Cindy Mount

Categories
Business

How You Handle A Problem Says A Lot About You

Ever had a problem with customer service, a product or just an experience with a company? How did you handle it?

How you handled the problem is probably how you handle everything and if you are in business  this could have a positive or negative effect on the likelihood of getting referrals.

Let me describe a factitious scenario and then ask for your opinion. Here we go – (names & some details changed to protect the innocent).

Karen has signed an agreement that if certain tasks were undertaken that there would be compensation for each month that the conditions were fulfilled. A couple of months into the agreement, Karen neglected to fulfil one of the conditions. A reminder notice along with a 45 day extension was granted, yet the task remained incomplete. Accordingly, she lost one month of compensation as per the signed agreement. She has now noticed the one month missing. Karen calls you and explains the circumstances in a professional, pleasant, calm manner and asks that the one month be reconsidered. Based on everything she’s told you of what happened during that period and how she’s made up for it in the later report (combining two months data into one) you are more than happy to reinstate the one month.

In the meantime a co-worker, we’ll call him Ted, found out about the missing month. He knows little, if nothing of the facts. Before knowing the outcome he has written a threatening note to you.

For Discussion:
What impression do you have of each Karen and Ted?
Would you be comfortable passing a referral to one, both or neither?
If it were you, would you want to do business with Karen? Ted? Both? Neither?
How does Karen approach a problem? What about Ted?

Comment below.

Categories
Networks

New Beginnings

It’s a funny thing about new-beginnings.  Sometimes we plan for change and other times, change is forced upon us. This weekend, I experienced an unwanted, unplanned, out-of-the-blue, life-changing event.   It had significant impact on me personally, financially and professionally.  I can take it as a negative and spend time at a “pity party” or I can say thank you to the past and embrace the new beginning.  I’m choosing to embrace the new beginning and close the door on what was. Is it easy?  It’s never easy.  So now, the question, how to embrace the new beginning?

Everything in life, including business has its fair share of unplanned or uncharted new beginnings.  Some of you have detailed business, marketing and project plans.  The red herrings or the “out of the blue” surprise can throw those plans off course and make you feel like your business is in a tailspin.  How you handle the “Entrepreneurial Roller Coaster” will determine your long-term business
success.  Trust me! The out-of-the-blue challenges of an entrepreneur are ongoing.  In previous blogs, I’ve written about building strong and diverse networks to support you personally and professionally.  One of the networks I recommend, as well as many other referral marketing experts, is the Support Network.

If you’ve invested time and energy building your Support Network stepping up to  manage the surprises, becomes much easier and
your business doesn’t suffer or lose momentum.  Oh, you might be down for a day or two, but regrouping and being supported by those who understand you and your business will make the recovery much easier.  Your Support Network guarantees your long-term business success if you’ve built and nurtured the right relationships.

If an unplanned event took place and had impact on your life and/or business/career, how would you handle it?  Will it be a pity-party or can you turn to your support network and say “Hey, I’ve taken a bit of a hit today and need to make some quick changes can you help me?”  You  will either wallow in the misery or get excited about the new beginning.  Which one are you?

In closing, I ask you, “What does your support network look like and how will you grow it?”