Tag: Complaints

  • Customer Service Tips – How to Handle Irate Customers

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    Are you ready to learn how to keep every guest happy? It starts with making sure that your managers are thoroughly trained in every position within your restaurant. They need to know all the jobs, so they can step in if someone calls off sick, or if sales are higher than expected.

    The manager needs to be highly trained in excellent customer service. This type of service is called “wow” service because your customers will say “Wow!” about their experience at your restaurant.

    One way to easily accomplish that “wow” experience is simply by telling your managers that every time they are in direct contact with any guest, that they are smiling, being friendly and attentive to the guests. If a famous person was coming to your restaurant, how would you treat that person? Every guest should be receive that same VIP treatment.

    In case of a dissatisfied, angry, or irate customers, we recommend applying the GLAD technique. This will dramatically decrease customer related matters, and lead to customer recovery.

    What is the GLAD Technique?

    1. Go to the guest
    2. Listen carefully to the guest
    3. Apologize to the guest
    4. Do what it takes to solve the problem

    When approaching the upset customer, always shows genuine concern. It is important to listen to the guest without cutting them off. Make sure that you take the time to fully understand their concerns. Remain calm. Responding to anger in a calm manner may help reduce the person’s anxiety. Don’t be fake, be real.

    Always apologize to the guest, even if the customer is wrong. Even when you are certain the person is wrong, go with the mindset that the person is right. Never offer excuses as to why the problem occurred, but offer solutions instead.

    Solutions will vary depending on the complaint and the circumstances. Offer a solution and ask if this will meet the customer’s needs. Go above and beyond. Remember, one angry customer leads to other lost customers. Keep in mind that for each customer you lose, you will lose 11 customers within the next few weeks. That number will compound because those 11 people will also repeat what they heard from the first customer. Ultimately you could be losing hundreds of customers because of one dissatisfied customer. If the matter is serious, you could even lose your restaurant’s reputation, and the restaurant could end up being shut down.

    Every customer that leaves your restaurant tells family, friends and co-workers about the experience at your restaurant. If the experience was mediocre they won’t say anything, but if it was very good experience at your restaurant they will tell others. If it was a negative experience and they walked out dissatisfied, then the reputation of your restaurant will be impacted. Negative feedback from your customers could mean the end of your business. Don’t underestimate the power of the word-of-mouth effect. Word-of-mouth will work with you or against you depending on the guest’s experience.

    Do you really want to lose business because of customer complaints? Teaching effective customer service techniques to your managers and staff should be at the top of your to-do list.

    Teach your managers to be proactive in preventing customer related matters. Manager presence in the dining room is a wonderful path to reduce customer complaints. The manager should spend at least 80% of his/her time in the dining room, and only 10% in the manager’s office.

    The manager also needs to physically approach each customer’s table to ensure that WOW guest service is in effect. The manager also needs to learn how to detect negative body language and how to express positive body language.

    How do customers show their dissatisfaction with their body language?

    • When you are in direct eye-to-eye contact, you can witness the anger in the customer’s eyes.
    • Seeing untouched food, especially when everybody at the table ate their food, except the one customer who barely touched his or her food.
    • The manager asks the customer, “So how was your meal and service tonight?” The customer replies, “It’s okay”. If the customer was fully satisfied with both the service and the meal they may say it was “terrific” or “great,” not just “okay.”
    • When you look at a guest and you get an uncomfortable “gut” feeling, act on that feeling.
    • You see a customer looking around as though they want someone to help them. You may even see them glaring at a server speaking with other customers.

    What is your body language saying?

    • Always use direct eye contact when talking to your guests. Never look away while you are talking to your guest. Looking away gives the impression that you are not interested in what the other person has to say.
    • Never cross your arms when talking to guests, this could be interpreted as shutting them out or anger.
    • Never roll your eyes, as this is very disrespectful and it appears that you are belittling their concerns.
    • Constantly listen to the guest even if they are angry. It may help to allow the person to vent their anger. Always acknowledge their feelings.
    • Ask the customer what would improve the visit to your restaurant.

    What do you do with Moody Customers?

    This is your opportunity to turn around the customer’s mood from a bad to good. Make certain that you are on top of things and pay attention to details. If you have any concerns about their experience, you may even offer the table a free appetizer or dessert. It may seem like you are losing money by “giving away” food or “discounting” their meals; however, you will lose more money from each lost customer than you will for that one food item or meal. If you successfully turn things around, then you may create repeat business. Kindness and consideration of their needs will often overcome their anger.

    A wise person said, “How you handle positive feedback is important, but it is more important to know how to handle negative feedback.” Make sure you tell the customers that you appreciate the fact that they took the time to tell you about their experience. Don’t make excuses, instead find solutions. Don’t disagree with the customer, even if you know the guest is wrong.

    If you don’t learn from your mistakes, you are doomed to repeat them again and again.

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    Source by Donna Schim

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  • Can Enzyme Therapy Heal Breast Cancer?

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    That is a million dollar question, isn't it? I can speak from my personal and professional experience, and say that I have seen Enzyme Therapy play a very important role in healing Breast Cancer, and many other types of cancers. What are enzymes and why do they work?

    Let's start by understanding cancer cells and what is called the Trophoblast Theory, discovered by Dr. John Beard in the early 1900's. Trophoblasts are specialized cells of the placenta that multiply rapidly, invade the wall of the uterus and create its own blood supply. Cancer cells function in the same way: they multiply rapidly, invade other tissues and create their own blood flow.

    Trophoblasts produce the hormone HCG which is the basis for the widely used pregnancy test. Cancer cells also produce HCG, as confirmed by a study done in 1977 by Dr. Robert Williams. He reported the presence of HCG, 2 and 3 years before a cancer diagnosis. There have been other studies indicating that this "pregnancy hormone" is present with various forms of cancer. (Learn how to STOP cancer before it starts with sensitive blood cancer markers, such as this one in references)

    The placental Trophoblast cells continue to multiply and grow until something very interesting happens. On day 56 after conception, the fetus begins to secrete pancreatic enzymes . This STOPS the replication of the Trophoblasts and the placenta no longer continues to grow.

    But as adults, don't we secrete pancreatic enzymes, specifically protease enzymes like trypsin? We do, but not in sufficient quantities. Our pancreas is over worked because of excess sugar and carbohydrate consumption. Eating cooked and processed food also puts a strain on our pancreas.

    Years of application by various doctors such as Dr. William Kelley, Dr. Kelly Raber and Dr. Gonzales have proven time and time again, that Enzyme Therapy is extremely beneficial for cancer patients.

    All enzymes accelerate reactions, or even permit reactions that otherwise would not happen, while the enzymes themselves end up unchanged. Enzymes therefore are catalysts and can act over and over again doing the same thing. The protease group of enzymes (trypsin, chymotrypsin) are specifically directed to proteins. Amylase attacks carbohydrates while lipases attack fats.

    Cancer cells act as enzyme-inhibitors by secreting a number of substances that reversibly inhibit the proteases manufactured by the pancreas in the body (this is one of the reasons that high levels of pancreatin are needed to defeat cancer). Glyco-proteins in the form of lactate (a precursor to lactic acid) are also released from the cancer cells that also act as enzyme-inhibitors. That is only 1 of many reasons why one may need large doses of Pancreatic Enzymes.

    Secondly, the theory is that pancreatic enzymes attack the proteins on the cancer cell membrane, making them weaker and more vulnerable to the Immune System. The electrical charge of the cancer cells seems to "attract" these enzymes, while our healthy cells repel them.

    Slowly but surely, Enzyme Therapy is gaining recognition in the scientific journals. A study conducted in Colonge, Germany in cancer patients suffering from Breast and Colo-rectal Cancers, documented promising result with enzymes. The therapy significantly decreased tumor-induced and therapy induced side effects and complaints. They found that the enzymes had the following properties:

    Boost the Immune System
    Anti-inflammatory
    Anti-infectious
    Anti-tumor
    Anti-metastatic

    Enzyme Therapy has worked with thousands of people and all types of cancers.

    Unfortunately, this type of therapy will never gain FDA approval because you can't patent an enzyme and make billions of dollars. The cancer industry is a sickness-based industry that will never find a "cure". The cure is already here and it can be found in lifestyle changes, organic nutrition, ingestion of cancer killing herbs, detoxification and emotional healing, or as I have coined the term, The 7 Essentials.

    To learn more about Enzyme Therapy, visit the Cancer X Products in my store. Email me directly if you have any questions. Always consult with a professional and experienced health care provider that is familiar with enzymes – don't guess when it comes to your health.

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    Source by Veronique D Desaulniers

    Views: 0

  • 6 Bad Habits That Affect Baseball and Softball Hitters

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    One of the most common complaints from players is the lack of power behind the plate. No matter what philosophy of hitting you believe in, none of them will help you reach your greatest potential if these top 6 bad habits are not stopped in their tracks. This is true for baseball and girls’ softball. If you have any of these bad habits, ridding yourself of them will automatically increase power and bat speed.

    Smushing the Bug

    If you were taught to smush the bug, you have dug yourself into a hole. Smushing the Bug involves a small muscle movement that reduces power and bat speed. Some hitters are taught to twist or turn their back foot to create more bat speed and power in the swing. Nothing can be farther than the truth. Additionally, it is nearly impossible for you to hit middle or outside pitches with the sweet spot of the bat if you have a spinning back foot problem. A sure pop out! This is the most major of these six diseases because it also throws off your balance. This bad habit needs to be fixed right away, but it’s not easy.

    Correction: Try swinging the bat while your back foot is planted flat on the ground. See if you can swing without moving your back heel off the ground. Also, it may be helpful to work on hitting outside pitches off of the tee. This will help you hit from your heels and keep that foot from spinning too soon.

    Bat Wrapper

    This common bad habit affects batters who were trained in the “back elbow up” theory. If your back elbow goes up when getting your weight back, the bat will start to wrap around your head and throw off the timing of the swing, ultimately adversely effecting power and bat speed.

    Correction: In your stance, bring the elbow down right away. If this doesn’t work and your elbow keeps popping up, lay the bat back in your top hand when you move your hands and weight back. This should help prevent the bat from wrapping around your head. You should iron this out by practicing this correction technique until you’re confident that the habit is broken. This disease is most likely going to keep coming back, so monitor it and drill it out of your system!

    Back leg collapse

    This disease is pretty serious and must be addressed. When that back leg collapses, you lose all of the power in your big muscles, and your eyes and head do too much bobbing. This type of batter pops out a lot!

    Correction: Stay as tall as possible in your stance and when swinging the bat for power.

    If that doesn’t work, do some swinging drills where you swing off your back leg only. If it collapses, you’ll fall down swinging. Remember, stay tall and hit the ball!

    Head Diver

    This player was led to believe that if he dives his head near the contact zone, he’ll see the ball better. This action causes your eyes to move off the ball path and throws you off balance. It also locks up the large muscles and prevents power and bat speed production.

    Correction: Concentrate on thrusting your back muscles. If you’re a head diver, you’re trying too hard to hit the ball with your eyes instead of letting your body bring your hands to the ball. “Crack your back” and keep your head behind the ball. It is nearly impossible to have any kind of power or bat speed when you are off balance. Once you contact the ball, remember that it’s OK to let your head come off of the ball for a complete follow-through!

    Bent Lead Arm

    If hitters’ are swinging slightly up and popping up often, you can look to see if their lead arm is bending too much at the start of their swing. This problem is rare, but easy to fix.

    Correction: All you need to do is concentrate on keeping the lead arm straighter when starting your swing. Most advanced or experienced hitters will not have this problem, but it’s something to be aware of. Remember; only make adjustments when the ball is not flying like it should in batting practice. If you’re hitting rockets and your lead arm bends a little, then who cares? In the swing, the lead arm will usually straighten at first and then possibly bend at contact depending on pitch location (Especially the low pitch).

    Twister

    The hitter who twists his upper torso while getting his weight back before he swings will have problems hitting the ball. There is way too much eye movement and upper body movement when the hitter has this problem. This throws your timing and swing path out of synch.

    Correction: This is a rare disease that can be cured by religiously practicing getting your weight back without turning your shoulders. Your hands should move straight back without the shoulder turning much. It makes a big difference!

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    Source by Mike Huber

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  • Department Administrator Interference in the Doctor-Patient Relationship

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    I contacted a resident doctor in Internal Medicine at a teaching hospital and asked if he would be interested in becoming my primary care physician (PCP). My note briefly described my background in health outcomes research and two of my prescription drugs. He wrote back that he would be honored to be my PCP, and came across as professional, humble, and sincere. A new doctor-patient relationship was formed, and I contacted my existing doctor’s office to arrange for my medical records to be transferred, which immediately informed that office that I must be dissatisfied and going to a new doctor. I also shared with the resident doctor confidential information from my medical records and a copy of one of my professional presentations at a health care conference.

    A department administrator then contacted me to say the resident doctors are not available every day of the week for clinic and are not even here when they do their ICU rotation. Also, the Internal Medicine department protocol would not allow the resident doctor to write me a drug prescription for off label use. Finally, she was concerned that in the past I have ordered and correctly interpreted my own blood tests. The administrator’s attitude reflects one of the chief complaints Americans have with the health care system: the system is coming at them and requiring them to get health services in some predefined structure to which the facility is accustomed but which eliminate any potential for individualized treatment according to individual patients’ needs.

    Apparently the administrator did not spend enough “careful consideration” to get her facts straight. I do not need to see my PCP daily or even monthly. My track record shows I saw my existing doctor once in a calendar year, and the prior doctor before him I saw once in a 15-month period. So the administrator based her decision on her own ignorance of the facts.

    She also misstated facts concerning off-label prescriptions for drugs by resident doctors. One of the drugs we are talking about is Clomiphene. Both a resident doctor and an attending faculty physician at the teaching hospital advised me that they would be willing to write me (off-label) prescriptions for this drug, and the attending physician did indeed phone in a prescription for one of the drugs at my request. Similarly, the Dept. of Obstetrics and Gynecology (OB-GYN) advised me that their doctors, both resident and attending, have prescribed Clomiphene to patients. Therefore, residents in Family Medicine and OB-GYN (both primary care departments) can write prescriptions for Clomiphene, but “protocol” prevents residents in Internal Medicine (also primary care) from writing off-label prescriptions. What kind of a cockamamie rule is that? What, the residents in Internal Medicine are too dumb or too naive to understand off-label benefits of medicines?

    Finally, I had planned for my resident PCP to order and interpret blood tests each time I visited him. The administrator could have learned that fact if she had bothered to call or write me before jumping to conclusions and interfering in my doctor-patient relationship. I strongly reject the Director’s paternalistic view of medicine in which she feels she has to protect resident doctors from patients who order or interpret their own blood tests. These resident doctors are young professionals who have completed their medical degrees; they don’t need paternalistic oversight from a department administrator telling them who they can and cannot invite to be patients.

    Apparently, an overwhelming number of patients who visit this teaching hospital’s doctors want to be told what to do and how to feel. I am the exact opposite; I take personal responsibility for and manage my own health, which is strongly advocated under health care reform. Having a more equal, collaborative relationship with my PCP works for me, and that seems to be the true reason for the administrator’s interference. Studies show that medical malpractice rates drop with a non-paternalistic model of health care services. That fact of reducing litigation risks is pushing more health care systems across the country to migrate to a non-paternalistic model.

    LEGAL ANALYSIS

    I. Formation of Doctor-Patient Relationship

    The first question to address is whether, based on this fact pattern, a doctor-patient relationship was formed. When I gave the Internal Medicine resident doctor confidential information on two off-label drugs that I take, that act would be analogous to a prospective client approaching a lawyer with facts about his case to see if the lawyer will assist him. Contacting a lawyer this way does not create an attorney-client relationship. However, the lawyer is under an ethical duty to protect the confidentiality of the information shared by the prospective client. Similarly, the resident doctor was under an ethical duty to keep the information I shared with him confidential.

    When a lawyer responds to a prospective client, “I agree to take your case,” or “I will be your lawyer,” or words to that effect, then an attorney-client relationship is created, and the protection afforded to the client’s information rises to the level of constitutionally protected attorney-client privilege. In this case, when the resident doctor responded that he would be honored to be my PCP, we have offer and acceptance forming a contract. The offer-acceptance could be construed as my offering to be his patient, which he accepted, or his offer to be my PCP, which I accepted.

    But offer and acceptance are only two of the three required elements to form a contract. The third essential element is exchange of consideration, expressed in Latin as the quid pro quo. In this case, there were several separate exchanges of consideration that complete the formation of a contract and thereby render it enforceable in a court of law. Consideration is defined as some act or some transfer of an item from one party to the other, for which the receiving party had no legal right to otherwise obtain that consideration. There is no requirement that the consideration have intrisinc value. For example, the transfer of a scrap piece of paper can constitute valid consideration that renders a contract binding and enforceable.

    The initial disclosure of confidential information from my health history amounts to sufficient consideration. Second, the fact that both I and the doctor each began pursuing scheduling an appointment for me to see him is also consideration: neither of us had a prior legal right entitling us to that action by the other person. Third, when we continued to correspond after offer and acceptance, with additional information being shared back and forth, further consideration was exchanged. My sending the resident doctor a copy of one of my professional presentations was a fourth example of consideration. Finally, my request that my medical records be transferred to the resident doctor’s clinic constituted an obvious legal detriment based on reliance rendering the contract enforceable.

    If a lawsuit were filed for enforcement of this contract, I am confident that the plaintiff would overcome any attempt to dismiss the lawsuit by the teaching hospital’s attorneys based on the absence of a contract. Defendant might attempt to argue that no contract could be formed, because the resident doctor is not licensed. According to the website http://medical-dictionary.thefreedictionary.com/resident+physician, a “resident physician is a graduate and licensed physician receiving training in a specialty, usually in a hospital.” The resident’s licensing status would not prevent the formation of an enforceable contract, as we have in this fact pattern, for treatment in the supervised residents’ clinic.

    In court, we would pose a series of questions: 1) Is the resident a graduate of a medical school? Yes! 2) Was our conversation focused on health care treatment? Yes! 3) Does the resident see other patients (whether supervised or unsupervised) in the resident clinic? Yes! 4) Are the resident’s services billed to the U.S. government and to private insurers as the services of a doctor (not a student or a doctor’s aide)? Yes! 5) Did we both use the term PCP in describing our relationship? Yes. 6) Did the resident undertake to assist me in obtaining a medical appointment to see him? Yes! With these answers, any court of law is going to recognize if it looks like a duck, swims like a duck, and quacks like a duck, then it is a duck. Therefore, the defendant’s argument on licensing will be viewed as a red herring and will fail. In a similar vein, courts have noted “it is axiomatic that a doctor-patient relationship may arise from, briefly exist, and be limited by the unique circumstances presented in a transfer situation.” Sterling v. Johns Hopkins Hosp., 145 Md. App. 161 (Md. Ct. Spec. App. 2002). It does not matter how long the doctor has been seeing patients or how brief the contact with any given patient, a doctor-patient relationship can be formed.

    Selection of a PCP and other medical decisions are “core” private decisions. A fundamental tenet of privacy jurisprudence, as it has been applied to other types of personal matters, is that the individual most directly concerned is entitled to make and implement the protected decision autonomously and free from paternalistic government intrusion. See, e.g., Zablocki v. Redhail, 434 U.S. 374, 54 L. Ed. 2d 618, 98 S. Ct. 673 (1978) (decision to marry); Moore v. East Cleveland, 431 U.S. 494, 52 L. Ed. 2d 531, 97 S. Ct. 1932 (1977) (decision to live with extended family members); Griswold v. Connecticut, 381 U.S. 479, 14 L. Ed. 2d 510, 85 S. Ct. 1678 (1965)(reproductive choice). I would argue that the constitutional right to privacy also protects autonomy in selecting a PCP among a wide choice of available doctors, selecting which medications I want prescribed, and choosing what lab tests I want to order myself to monitor my health.

    In 2005, the Supreme Court of Arkansas provided the best statement in American jurisprudence on the elevated status of the doctor-patient relationship. The court noted the relationship of doctor-patient is unique. “The loss of this relationship, even temporarily, causes irreparable damage to the doctor and the patient. There is no adequate remedy at law because the loss is a loss of a one-time opportunity.” Baptist Health v. Murphy, 362 Ark. 506 (Ark. 2005)

    The court noted that the hospital had violated the Arkansas Department of Health rules and regulations for hospitals by failing to enforce policies that protected the doctor’s selection of patients and the patient’s choice of a physician. “We interpret this to mean that an otherwise qualified doctor must be granted access to his patient for the purpose of treating his patient, if that is what both the doctor and the patient want. Or, stated another way, a hospital cannot deny the services of a physician of the patient’s choice if the patient is already being seen by physicians at the hospital. Baptist Health v. Murphy, 362 Ark. 510-511 (Ark. 2005)

    Based on reading Baptist Health, I will now forward a copy of this article to the state Department of Health to determine whether the teaching hospital violated any of my state’s regulations requiring Tennessee-licensed medical centers to have policies or bylaws that respect the patient’s right to select his own physician. If so, then the teaching hospital is violating those regulations.

    II. Tennessee’s Tortious Interference Statute

    Tenn. Code Ann. § 47-50-109 is captioned, “Procurement of breach of contracts unlawful – Damages.” The administrator tortiously interfered in my doctor-patient relationship and prevented the resident doctor from performing his services under our contract. She therefore procured a breach of that contract. The administrator will argue that she was merely performing her duties, but that is no excuse for interfering in an existing doctor-patient relationship.

    Although Tennessee jurisprudence does not have a case on point, courts across the country have taken a dim view and expressed disapproval of employer interference in the doctor-patient relationship. For example, the U.S. Supreme Court stated, “The ethical objection has been that intervention by employer… makes a tripartite matter of the doctor-patient relation. Since the contract doctor owes his employment and looks for his pay to the employer… rather than to the patient, he serves two masters with conflicting interests.” United States v. Oregon State Medical Soc., 343 U.S. 326, 329 (U.S. 1952).

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    Source by Michael Guth

    Views: 0

  • Why Goodwill Is Vital to Success

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    When I originally got the idea for this blog entry, I was thinking in terms of success in business, as a result of three lackluster experiences I recently had with customer service at three different businesses. Then, when I sat down to write about it, I soon realized that goodwill is vital to all areas of life.

    Goodwill is similar to integrity in that in takes time to develop but can be lost in an instant. As my cousin says, “Goodwill is a byproduct of doing the right thing.” Webster’s dictionary defines goodwill as “a kindly feeling of approval and support: benevolent interest or concern.”

    This definition makes clear that whether it is with your business associates, teammates, coaches, or bosses, or in your interpersonal relationships, without goodwill it is difficult to get beyond a surface level with any of them.

    In today’s ultracompetitive world everything that gives you a leg up on the competition makes your success more likely. As successful businessman Marshall Field was fond of saying, “Goodwill is the only asset that competition cannot undersell or destroy.”

    Each of the three companies from whom I experienced poor customer service developed varying degrees of goodwill – mostly negative – from me. The one that earned the most goodwill eventually offered me an acceptable solution and I am still doing business with them (though on a more cautious basis now).

    One of the other two offered worthless suggestions, compounding my initial frustration. The last one had a website that failed repeatedly to send my complaints and was unresponsive to the ones that did go through. Needless to say, it would have taken a lot of goodwill to overcome these slights and I decided to close both of those accounts.

    One of the quickest ways to earn goodwill is to exceed expectations. Here’s a recent example of a business that engendered massive amounts of goodwill from me. I ordered a supplement and a few weeks after receiving my order I received another package from them with a new bottle of what I had previously ordered and the following note enclosed:

    “I want to take a moment to thank you for your recent purchase. As a token of our appreciation we sent you your next bottle free of charge. You will not be charged for this bottle and are not signed up to an auto-ship program of any kind. We just wanted to say a quick hello and thank you”

    -Greg, Founder of Weyland Brain Nutrition

    Not only did they send me my next bottle free of charge, they also enclosed a bottle of another product for me to try. I have since recommended them to several of my clients and am now a devoted customer.

    The same phenomenon happens in our interpersonal relationships. When you go the extra mile for a co-worker, boss, friend, lover, coach or teammate, you engender goodwill and strengthen your bond with them. This in turn will lead to greater trust and loyalty, thus opening the door to greater possibilities for the relationship.

    Most people want to stand out from the crowd and are frustrated when they don’t. I like to tell my clients that if you don’t like being stuck in the crowd, go the extra mile; it’s never crowded there. It’s a simple recipe for success that is often neglected by the masses and will also go a long way towards engendering plenty of goodwill from others.

    You can follow Sam on Twitter @SuperTaoInc

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    Source by Sam Obitz

    Views: 0

  • Why Monitor Your MLM Reputation?

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    As you build your business your reputation will come under fire at some point. Your MLM marketing plan must include reputation monitoring. By including this key element, you can deal with the trolls and prospects that have decided to say something negative about you. Ignoring these complaints will damage your business and drop your trust. You need absolute trust to make business happen, being transparent isn't enough. Your reputation is at stake. A business that operates with a high and clean reputation will see success.

    The High Stakes of a Bad Reputation

    When you have a bad MLM reputation, you will lose business. That is the reward for dealing shady with prospects. Others like to use slander campaigns and this is an unethical practice and it can hurt if ignored. Your ability to react in a positive fashion is important to calm the waves as it ripples. You can't do this with negative retaliation content. This will look like a slap fight in the eyes of prospects, so there is a different way to handle this. You can debunk the misinformation by providing valuable content that answers the slander or complaints.

    Hopefully in the best cases, all issues will be sent to you directly by email or phone. This is easier to deal with, but there are many people that love to ring the "foul" bell for no reason at all. You will have to deal with these people, gentle but firm. The content that you produce to help build your reputation is just as important as marketing material. Be transparent like water and answer all questions with as much detail as possible. One sentence answers don't work, stuffed answers will show your lack of knowledge. Be careful as you tread through the land mine. It is easy to add credit to the accuser's content. There are professional reputation managers that can help you in this field, but it won't be cheap.

    Managing your Reputation

    You can set up search engine alerts under your MLM business name and wait for stuff to roll in. This is the easiest way to watch for content that is directed towards your business. You can then review the material and make appropriate responses toward the material. You should also respond to positive content as well. You don't have to write a book in return but be thoughtful in your responses and try to respond quickly, so prospects can see your rebuttal towards the statement of the individual.

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    Source by David L. Feinstein

    Views: 0

  • Customer Satisfaction Management

    Customer Satisfaction Management

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    General understanding of consumer satisfaction or dissatisfaction is the result of differences between consumer expectations and performance perceived by consumers. From the various definitions of consumer satisfaction that have been researched and defined by marketing experts, it can be concluded that customer satisfaction is a behavior response consumer in the form of after-purchase evaluation of an item or service that they feel (product performance) compared to consumer expectations.Consumer satisfaction is very dependent on the perceptions and expectations of consumers themselves. Factors that influence consumers’ perceptions and expectations when making purchases of goods or services are needs and desires felt by consumers when making purchases of goods or services, past experiences when consuming these goods or services and experiences of friends who have consume these goods or services and advertising.In a competitive environment, an indicator that can show customer satisfaction is whether the consumer will buy back and use the product in the future.

    Customer needs are fulfilled is one of the factors forming Customer Satisfaction (Customer Satisfaction), in addition to other factors related to Customer Service. And this customer satisfaction is what we need to ensure the continuity of our business. Aspects that can affect customer satisfaction effectively [13], namely:

    1. Warranty costs. Several companies deal with the warranty costs of their products / services through a percentage of sales. The company’s failure to give satisfaction to customers is usually because the company does not provide guarantees for the products they sell to customers.

    2. Handling of complaints from customers. Statistically this is important to note, but it is often too late for companies to realize it. If complaints / claims from customers are not immediately resolved, customer defections cannot be prevented.

    3. Market Share. It is a matter that must be measured and related to company performance. If the market share is measured, then the quantity is measured, not the quality of the company’s service.

    4. Costs of poor quality. This can be of satisfactory value if costs for customer defect can be estimated.

    5. Industry reports. There are many types and industry reports, as stated by J.D Power in Bhote, which is the report that is the fairest, most accurate, and most eagerly made by the company.Guiltinan [14] argues that one of the benefits of customer satisfaction is that it can increase customer loyalty, as shown in the figure below

    Customer satisfaction is an emotional response to the evaluation of the consumption experience of a product or service. Kotler defines customer satisfaction as the level of one’s feelings after comparing the performance (or results) that he feels compared to his expectations (Kotler, Philip, and Garry Armstrong, 2005). Basically, customer satisfaction includes the difference between expectations and performance or the results obtained.

    According to Kotler [1], satisfaction is feeling happy or disappointed someone who appears after comparing between perceptions or impressions of the performance or results of a product and expectations. So, satisfaction is a function of perception or impression of performance and hope. If the performance is below expectations, the customer is not satisfied. If the performance meets expectations, the customer will be satisfied. If the performance exceeds expectations, the customer will be very satisfied or happy. The key to generating customer loyalty is to provide high customer value.The relationship between customer satisfaction and loyal customers is disproportionate [2], for example, customer satisfaction is ranked on a 1-5 scale, namely:

    1. Customer satisfaction at a very low level (level 1), most likely customers will move away from the company and speak ill of it.

    2. Customer satisfaction at level 2 to level 4, customers feel somewhat satisfied, but it is still possible to move when a better offer appears.

    3. Customer satisfaction at level 5, customers are very likely to buy back and even disseminate good news about the company.

    High satisfaction or satisfaction creates an emotional bond with the brand or company and is not only fixated on reasonable choices.While satisfaction according to Kotler and Armstrong (2001: 9): Consumer satisfaction is the extent to which the assumption of product performance meets the expectations of buyers. If the product’s performance is lower than the customer’s expectations, the buyer is satisfied or very happy. According to Zeithaml and Bitner (2000: 75) the definition of satisfaction is: Consumer response or response regarding fulfillment of needs. Satisfaction is an assessment of the features or features of a product or service, or the product itself, which provides the level of consumer pleasure related to meeting consumer consumption needs. Consumer satisfaction can be created through quality, service and value.

    Customer expectations are believed to have a large role in evaluating product quality (goods and services) and customer satisfaction. Customer expectations basically have a close relationship between determining quality and customer satisfaction. Customer expectation always exists because of four things (Kertajaya, 2004):

    1. Individual Need or individual needs

    If your customer already has high demands, then his expectations are definitely high too.

    1. Word of Mouth

    Customers can have certain expectations because of other people’s stories. Other people’s stories are often seen as references.

    1. Past experience or past experience

    People who already have good experience in the past will be able to receive services at least the same as they used to be. If not, he will be disappointed.

    1. External communication or external communication

    It is an attempt by the company to promise something to customers in order to attract customers.

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    Source by Yufi Priyo

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  • 4 Benefits of Holistic Medicine

    4 Benefits of Holistic Medicine

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    Holistic medicine is intended to focus on a person’s whole being. This provides a more all-inclusive approach to healing and focuses on spiritual, mental, emotional and physical wellness. The ability to focus on multiple areas makes it possible to diagnose the root cause of an illness or other complaint and aims to eliminate this illness by promoting healthy living. Here are a few of the top reasons to use holistic medicine:

    Treats the entire body

    A major benefit of holistic medicine is the ability to treat the entire body. A traditional doctor will focus their attention on treating a particular condition, disease, or problem, while alternative medicine like holistic will take a different approach and make sure the entire body is fully functional. Doctors in this area appreciate the body as a whole and it must be working in complete harmony to ease a condition or disease. This is why the holistic approach looks to focus on not only the physical body, but also the spiritual, mental and emotional aspects.

    More time with a doctor

    A typical complaint with visiting a traditional health center is the short amount of time spent talking to their doctor. But, this is completely different with the alternative doctors who have a vested interest in finding out useful information related to a patient’s emotional well-being, as well as other complaints they may have to disclose. This means every patient gets a full one-on-one consultation with the time to fully explain their problems.

    Focus on preventing diseases

    Holistic medicine has a preventative focus and takes several different approaches to prevent a condition or disease taking hold in the first place. Many of these patients visiting their doctor are likely to make an appointment when they are sick and in need of treatment and also when they are well with no issues with their health. This means it is possible to create a health care plan that is practical for both disease prevention and continued well-being.

    Treatment involves natural care

    Instead of taking over-the-counter or prescription medication, the holistic approach is a lot more focused on taking natural medication, herbs and supplements. This can also include a fully detoxification program to increase the body’s ability to complete purge all toxins. A regular detox is great to fully balance a person’s well-being. Exercise and nutrition are further key elements of this treatment approach. Meditation is a useful technique to help patient’s suffering with episodes of stress and other emotional issues.

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    Source by Leo Eigenberg

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  • Where to Get a Small Business Loan? Learn About Your Options and How to Choose a Good Organization

    Where to Get a Small Business Loan? Learn About Your Options and How to Choose a Good Organization

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    When they are first starting out, small businesses usually require loans to help them get going. Depending on your type of business and industry, you might need funding for inventory, strengthening your firm’s foundation, advertising, expansion, etc. “Where to get a small business loan?” is a very common question by owners of start-ups. Your choice of a lender could either help you in your success or cause damage to your business, so it’s important that you choose wisely.

    According to estimates, over 60% of small employer businesses have some sort of debt they are dealing with. If you choose the wrong lender, you could end up in an even worse situation. While many entrepreneurs and start-ups are turning to crowdfunding sources, this approach often requires a great deal of hard work, and most campaigns fail to reach their goal. There are also “Venture Capital” and “Angel Funding” solutions, but these types of alternative funding only play a small role in overall business financing.

    For many businesses, it’s still better to go the traditional route and apply for a small business loan. How do you know which lender to trust? How do you know where to get a small business loan from a reputable organization? A free quote is always a good place to start. You’ll definitely want to check with the Better Business Bureau as well. Only consider lenders that have at least a 3-star rating. Any complaints submitted concerning that particular firm should have been resolved.

    Where to Get a Small Business Loan That Won’t Scam You

    Reputation is also another important factor. Has a company you are interested in appeared in major financial publications, websites, or even television programs? Forbes Magazine, CNN Money, Business Insider, and INC 500 are always a plus.

    If you are in need of a particular type of service, there should be an ideal financial solution for you. For instance, some small businesses require a Working Capital Loan, some require financing for equipment, and others need assistance with vendor programs. There are also businesses that require real estate loans. Whatever your need capital for a start-up or need assistance expanding your small business, there should be a solution tailored just for your needs.

    Not only should you be able to obtain a free quote, the application process itself should be simple and straightforward. You’ll be required to provide some financial statements and personal background information, which will vary depending on the lender and what kind of small business loan you are interested in.

    As to the question ” Where to get a small business loan? ” It’s a good idea to start with US Business Funding. It has an A+ rating at the BBB and has appeared in the aforementioned publications. You can get a free quote if you apply today.

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    Source by George Botwin

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