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  • Distinguishing Drug Abuse From Drug Addiction

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    Though “drug abuse” and “drug addiction” are often used interchangeably, in reality the terms refer to two distinct behavior patterns. An individual can abuse or misuse drugs without being inevitably addicted to them. Abuse or misuse involves the use of drugs defying the culturally acceptable standards or medically prescribed doses to attain a certain effect. The substances abused may be legal, such as alcohol or prescription drugs, or illegal, like heroin and other street drugs which have no medicinal value.

    On the other hand, drug addiction, or compulsive drug use, refers to an uncontrollable desire to use a drug in spite of being aware of harmful psychological and physiological effects that they can have on the body. Addiction is often characterized by an insatiable appetite for substances by increasing the dosage, leading to a complete dependence on them.

    Since abuse and addiction are two distinct concepts, their causes are unique as well. Abuse is generally considered to be more complicated but it is not necessarily triggered by any motivational factor, unlike addiction which is caused by a powerful motivational force. Therefore, in most of the cases, abuse may not always result in addiction, but addiction can certainly lead to abuse.

    Impact of drug abuse and addiction on the brain

    It has been observed that both drug abuse and drug addiction have similar effects on mind and body. People often view abuse and addiction as a moral weakness or character flaw. One of the common myths surrounding drug use is that quitting it is directly linked to behavioral changes. In reality, addiction is a disease which alters the brain functions, hijacking the natural motivational control circuits. Thus, quitting is simply not a matter of choice or willpower. Though, the decision to use the drug initially might be voluntary, changes in the brain structure due to repeated drug use can inhibit someone’s self-control and decision-making ability, causing intense cravings.

    Experts attribute the inability to refrain from drug use to these changes in the brain. However, modern medical advancements have led to the development of an array of treatment and rehabilitation options to combat the disastrous effects of addiction and help abusers take control of their lives. Studies have shown that a combination of medications and behavioral therapy can boost the recovery process with minimal withdrawal effects.

    Possible reasons leading to drug abuse and addiction

    For those who are dependent on illegal substances, it can be difficult to know whether they have crossed the limit. Here are some possible reasons that can trigger drug abuse or addiction:

    • Connecting socially: A strong desire driven by an urge to fit into a certain group could lead people toward drugs.
    • Dealing with problems in life: Continuous drug use can get individuals accustomed to it, and soon it might become the only way to escape from problems and challenges.
    • Using drugs to combat other issues: Serious concerns, such as panic attacks or chronic pain, can cause dependence on drugs, until people discover healthier alternative methods to counter such problems.
    • Strong influence of any drug: Frequent use of drugs triggers dependence on them. Thus, what started as a voluntary choice may slowly transform into a physical and psychological need.

    Leading a drug-free life

    Many families and individuals have suffered great losses due to addiction to drugs. Fortunately, there is hope, though the battle to eliminate addiction and regain sobriety is challenging. There are numerous treatment strategies that can go a long way in helping people come out of their addiction-related problems.

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    Source by Barbara Odozi

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  • Lifestyle Changes

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    Lifestyle Choices: Learn to Overcome Emotional Overeating

    Overcoming emotional overeating can seem overwhelming, and setbacks can be expected. But the good news is, there are lifestyle choices that you can make to help overcome this problem.

    The key word is choice – you can choose to follow a healthy lifestyle. Sometimes it helps to break things down into small, specific steps you can take (just trying to lead a “healthier lifestyle” is a bit vague!). Following are some of these specifics. And remember, setbacks and relapses are not unusual. Don’t beat yourself up; just start fresh tomorrow.

    It is never too late to start afresh and start feeding your body with the nutrients it needs to sustain itself and function better as a whole.

    Under-nourished people usually do not have the time or knowledge to ingest proper food and are thus losing out on a healthy lifestyle and risk putting their lives in jeopardy.

    Exercise

    Experts are in general agreement that regular exercise three to five days a week is most beneficial. This exercise should consist of at least 20 minutes of cardiovascular exercise (such as vigorous walking, jogging, biking, etc.) followed by some light toning or weight training. Committing to this regimen full-force is not necessarily the best way to go; if you can only exercise once or twice a week, that’s still better than nothing and will hopefully pave the way for more in the future.

    Exercise is said to relieve emotional overeating in several ways. For one, exercise produces endorphins which are the body’s natural “feel good” hormones. For another, exercise prevents boredom and mindless eating, which is what you might be doing if you weren’t exercising! And finally, exercise will likely boost your self-image, helping to break the cycle of low self-esteem and poor self-image that “feeds” emotional overeating disorder.

    Nature

    Never underestimate the healing power of nature! For those with emotional overeating disorder, choosing to spend more time out in nature can be particularly beneficial. After all, in the natural realm there are no media messages to mess with your self-image, and being in nature connects you to your origins and the origins of food.

    Some experts theorize that detachment from food and its natural source plays a role in emotional overeating disorder. Getting involved in nature and exploring and appreciating it can go a long way toward reconnecting with our biologically normal view of food. Maybe you can kill two birds with one stone and do your regular exercise outdoors!

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    Source by Michael Oscar Pisani

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  • What Is the Best Definition of a Wealth Creator?

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    One of the most important personal traits of a wealth creator is that they have integrity, in other words, their words and their actions go hand-in-hand. It is because of this personal trait that they can always be trusted and are trustworthy.

    Unfortunately, most people say one thing and do another, that is, their words are not backed up by their actions. It is, therefore, understandable why most people are not creators of wealth. You cannot be a creator of wealth unless you have integrity.

    Secondly, their relationships are built on trust and respect and therefore, their relationships are positive, good and long-lasting. This makes perfect sense, as any relationships that lack trust and respect, simply cannot last.

    Thirdly, creators of wealth lead solid, stable and progressive lives. They are not living grand, high-flying lives one day, and then down-and-out on the streets the next. The main reason for this, is that wealth creators do not take risks and therefore, do not put themselves in situations where they stand the chance of losing everything.

    This goes against the popular conventional belief that the higher the risk, the higher the reward. People who believe this to be true, are not creators of wealth and if they believe this to be true and are wealthy because of taking high risks, they can then be considered, to be gamblers.

    Gamblers do stand a chance of becoming wealthy, however, they also stand the chance of losing all of their wealth.

    Creators of wealth, on the other hand, grow their wealth.

    Fourthly, creators of wealth do not create their wealth by chance, by fortune, or by luck. They each have a formula for building wealth and they simply, steadfastly, stick to the formula. Creators of wealth grow their wealth by following a successful formula that consistently provides positive results; it can, therefore, be said that wealth creators are results-driven people, that is, that they are only interested in the results.

    My next point, is that wealth creators know how to build an investment or business. They have taken the time and effort to invest in themselves, so that they have the necessary knowledge and skills, in order to build a business or investment.

    Lastly, wealth creators have the ability to make their money work for them – they do not have to work for their money. This is another reason, why most people aren’t wealth creators, as most people are only able to work for their money and are unable to make their money work for them.

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    Source by Trevor Warwick Miller

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  • Niches Lead to Riches

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    It doesn’t matter WHAT your niche is.

    It only matters THAT you have one.

    AFTER ALL: Niches lead to riches.

    Now, there are two potential types of niches you can leverage:

    1. Niche Expertise

    2. Niche Market

    Having a Niche Expertise means you know a LOT about a SPECIFIC TOPIC that applies to a WIDE AUDIENCE.

    So, it’s the answer to the question:

    1. What, specifically, are you known FOR?

    2. What word do you want to OWN?

    FOR EXAMPLE: Let’s say you’re a consultant whose expertise is on how to handle angry, pissed off or difficult customers.

    Fantastic! That’s what you’re known FOR.

    And the good news is, entrepreneurs with Niche Expertise have several advantages:

    They become a big fish in a big pond.

    They apply their knowledge cross industrial.

    They open wide doors for expanding their businesses.

    They diversify their client base, which leads to new business.

    They become the obvious expert sought out by the mainstream media.

    They allow new markets to add multiple dimensions to their single topic.

    Dave Jackson is a good example of this. He’s “The Angry Customer Guy.”

    That’s Niche Expertise.

    On the other hand, having a Niche Market means you know a LOT about a SPECIFIC GROUP OF PEOPLE to whom you apply MANY TOPICS.

    So, it’s the answer to the questions:

    1. Whom, specifically, are you known BY?

    2. What industry do you want to DOMINATE?

    FOR EXAMPLE: Let’s say you’re a consultant who works solely in the Jewelry Retail Industry.

    Awesome! That’s whom you’re known BY.

    And the good news is, entrepreneurs with a Niche Market have several advantages:

    They become a big fish in a small pond.

    They apply their knowledge cross-topical.

    They open deep doors for expanding their businesses.

    They specialize their client base, which leads to repeat business.

    They become the obvious expert sought out by industry and trade media.

    They allow industry trends to add multiple dimensions to their various topics.

    Shane Decker is a good example of this. He’s “The Jewelry Store Guy.”

    That’s a Niche Market.

    Now, occasionally you will run into entrepreneurs that have both a Niche Topic AND a Niche Market.

    FOR EXAMPLE: How to handle angry, pissed off or difficult customers … who shop at retail jewelry stores.

    That’s a SUPER Niche!

    And although it’s rare, if you can pull it off … good on ya!

    You get the best of both worlds.

    Either way, you MUST remember this process:

    1. Focus first; THEN spray. Either covering your topic or your industry.

    2. Develop specialized knowledge. Either about your topic or about your industry.

    3. Pick a lane. Either the topic lane or the industry lane.

    4. Go with gusto! Either about your topic or about your industry.

    5. Become That Guy. Either “for” the topic or “by” the market.

    REMEMBER: People prefer specialists.

    Turn your niches into riches.

    LET ME ASK YA THIS…

    Are you niching?

    LET ME SUGGEST THIS…

    For the list called, “46 Marketing Mistakes Your Company Is (Probably) Making,” send an email to me, and I’ll send you the list for free!

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    Source by Scott Ginsberg

    Views: 0

  • Red Crystals and Gemstones – Healing Properties of Carnelian and Red Garnet

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    Carnelian Ancient Egyptian Source of Renewal

    Known as the Artist’s Stone it activates creativity, possibly unearthing hidden talent or latent gifts. It is an excellent stone for relieving depression, grounding, overall well-being; aids in focusing thoughts, intensify concentration, increase physical energy.

    Being a part of the Red Crystal and Gemstone family, it resonates with both the Root or Basic Chakra and the Sacral Chakra. Use this wonderful stone to cleanse and balance your Base Chakra, aligning yourself with feeling more secure and grounded.

    Ancient Egyptians believed Carnelian to be a source of vitality, sustaining the cycle of re-birth and renewal. There are references to the use of Carnelian in the Egyptian Book of the Dead. High Priests used this beautiful stone material for their Chalice as it is has the unique quality of retaining the vibration of that which was placed within. Many Chalices contained or had Silver linings molded to it, representing the Moon’s cycles of renewal and purity of its shimmering light in the night sky.

    Working with Carnelian will encourage a sense of self-trust, enabling the wearer to better discern the many choices before them. Drinking Carnelian charged water will create a sense of empowered motivation in someone who may be a bit under-motivated. It will also aid relieving depression, increasing one’s sense of self-esteem and self-empowerment.

    It can be used as a focal point during meditation or placed on the Third Eye to cleanse, balance and align your inner sight with that of the physical realm.

    *Angelic Realm Association: Archangel Raziel whose name means “Secret of God” will assist you, when asked, to remember who you truly are.

    *Healing Properties: relieves depression, stone for overall well-being, heighten concentration, increase physical energy, absorb and repel negativity.

    *Vibrational Frequency: high energy, vitality, stabilizes excess nervous energy.

    *Spiritual Properties: assists the Soul on along its journey through the physical plane, assists with being in the present moment.

    Being a personal favorite, it is one of the many crystal and gemstone bracelets I wear daily!

    Red Garnet Good Luck Stone

    The Pomegranate Seed is the inspiration for the naming of this precious stone. Its unique fiery red energy is unlike any other. In days gone by, the Garnet was used to ward off demons, protecting its wearers from phantoms in the darkness of night.

    Resonating with the second or Sacral Chakra, the Garnet aligns the wearer with abundance and prosperity, protection, enhancing relationships in a variety of ways, on many levels.

    The vibrational energy frequency of this magnificent gemstone is that of the Third Eye, clear, bright, intense, all seeing, all-knowing, piercing through cloudy shadows of dis-belief.

    The color range is deep translucent red to a very deep almost red-black color. It is often given as a token of love and fidelity.

    When placed on the Third Eye during meditation, it will cleanse negative energy, and with time enable you to see more clearly whether or not you are consciously aware of your Third Eye opening. It is more than possible for an Intuitive to access their inner sight regardless of their Third Eye being open. It is highly suggested, the Garnet be cleansed and charged in the sunlight before placing it on your Third Eye Chakra. You may choose to pass your stone through incense or over the flame of a red or white candle instead of placing it in the Sun’s rays. Whichever method you choose, always take proper precautions when working with candles or incense.

    *Angelic Realm Association: Archangel Jophiel whose name means “Beauty of God” seeing through eyes of love, enhancing all relationships especially those of the heart. Angel Israfil whose name means “The Burning One” is also associated with this gemstone, burning away imperfections, purifying the love between two people.

    *Healing Properties: personal relationships, feelings of security, passion, creativity, regulate the metabolism, feelings of lack, healing fear of the unknown.

    *Vibrational Frequency: intense, piercing, fiery purification.

    *Spiritual Properties: Third Eye activation, compassion, dream recall

    If you wish to recall a past life or incident in this life, Garnet may assist you in healing that which has come before, bringing you to where you are in this moment with compassion and love. Take heed before delving into the past; be sure you wish to re-visit an experience or situation. It may be best to allow a professional lead you through a regression.

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    Source by Terrie Marie

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  • Concierge Medicine – Is it For You?

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    The last time you called your doctor’s office, how long did you have to wait for a reply? How long do you usually have to wait to get an appointment or wait for a prescription to be called in? When you get to the office, how long do you spend in the waiting room and how much time does the doctor spend with you?

    Did you get all your questions answered? How many seconds do you have in the beginning of your appointment to explain your symptoms before you are interrupted? Do the nurses and doctors seem to be more interested in their computers or their charts than they are to you?

    If your experiences are like most people, your answers to these questions are not very flattering to the medical profession and to the health care system in general. Most doctors don’t really want their practices to be like this, but they don’t have much choice. They have to have a high volume of patients in order to make ends meet financially. The high volume makes the clinic a very busy place and most patients don’t feel like they get much attention.

    In 1996 in Seattle, a doctor named Howard Moran thought there should be a better way to do this. He pioneered the concept of having a lower volume practice with highly attentive medical care provided as a service for patients in return for a retainer fee, much like many attorneys or accountants use. This fee may be in addition to, or in lieu of, the regular office fees that are billed to insurance companies. This concept allows the practice to remain financially solvent while providing better, more attentive medical service to its low volume of patients (usually keeping the patient count down to about one tenth of the number in a typical traditional primary care practice).

    Unfortunately, health insurance companies currently don’t pay for this type of service, so that means the patients have to pay this out of pocket, but if the service is good, it may be worth it. Patients who join these practices are encouraged to keep their usual insurance which they will need for visits to other specialists, laboratory testing, radiological testing and/or hospital services if needed.

    Many concierge practices offer same or next day appointments, no long waits for appointments or prescription refills, direct access to your personal physician day or night, house calls if necessary, continuing care if hospitalized, complete physical examinations, audiometry screening, cardiovascular and cancer risk screening, more attention to preventive care, unrushed appointments, all questions answered, family meetings if needed, coordination of care with specialists, provision of personal health records on CDs or flash drives, etc., etc.

    Depending on the type and number of services that are provided, the flat retainer fee can vary widely from one area to the next ranging from $100 to $20,000/ year, most probably averaging around $1500-3000/year. There were only a few hundred of these physicians a few years ago, but there are over 5000 of them now all over the country. Many of them, but not all, are listed at the main website for the American Academy of Private Physicians – http://www.aapp.org/. Patients may be able to find a concierge physician in their area on this site.

    There has been some controversy surrounding some of these practices because some authorities feel the growth of concierge medicine will lead to a 2-tiered medical system in this country – one for the wealthy and one for the not-so-wealthy. Also, with the current shortage of primary care physicians (PCPs), with increasing numbers of concierge practices, the number of PCPs available for traditional offices will be even smaller, and access to care for patients served by those practices will suffer. On the other hand, more medical students may become interested in primary care if opportunities in concierge medicine are available to them when they finish their residencies.

    Some of these practices have come under fire from insurance companies who say that concierge physicians are basically providing an insurance plan for their patients without having an insurance license to do so. The practices must therefore be legally and financially structured in such a way that avoids this criticism.

    Overall, the concept of concierge medicine provides a good alternative to the currently unsatisfying traditional model of medical practice. The fee may seem high to some, but in most instances, it probably isn’t much higher than the cost of the local cable or telephone bill, or about the same as what a family would spend eating out at a restaurant once a week. 

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    Source by Greg Warth, M.D.

    Views: 0

  • How to Build a Structured Sales Pipeline

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    Following on from my earlier article “Developing a structured pipeline – The Issues” this article describes how to build the all too elusive, structured sales pipeline.

    So to recap: what should a structured pipeline report aim to achieve?

    Firstly, it should enable you to view each sale in a consistent manner.

    Second, it should clearly identify if a sales opportunity has progressed or stagnated.

    Thirdly, it should contained a factoring index which will more accurately reflect the true value of the pipeline

    Fourthly, it should provide sales and/or company management with a consistent and reliable prediction of business that should be closed in the forthcoming period.

    Fifth, it should be simple and relatively easy to complete (salespeople as a breed are poor at filling in reports).

    Sixth, it should be focused on numbers rather than opinion.

    To build a consistent view of each sales opportunity take the sales cycle in your business and break it down into discrete milestones.

    So for example,

    – Milestone 1 is a lead or an enquiry who has identified desire to purchase your product or service.

    – Milestone 2 to progress the sale you need to demonstrate the product

    – Milestone 3 they have the budget to pay for your product

    – Milestone 4 you have submitted a proposal

    – Milestone 5 you’re on the shortlist

    – Milestone 6 you have a verbal order

    – Milestone 7 you have a written order.

    The next step is to put percentages against these milestones for example,

    1) 5%,

    2) 10%,

    3) 20%,

    4) 25%,

    5) 50%,

    6) 90%,

    7) 100%.

    This approach allows you to build a factored pipeline i.e. the value of the opportunity time the percentage milestone. Don’t get hung up about whether the percentages should be this or that number what we are building is something that will give you a consistent view across all your sales opportunities and not something which reflects the precise chance of winning per opportunity. The progress of the sale can be shown in any way you like; this could be as a table, a graph, or a set of traffic light colours going from red to green as you move along the sales process. Other information you need is simple the prospect name, if it is a new or existing customer, the value of the opportunity and a projected win date.

    By constructing what I have described you’ve gone a long way to getting a grip on your sales performance, you’ve now turned sales reporting into a set of numbers which over time you can analyse. For example you’ll see which sales have stagnated because they wont have moved along the pipeline for a period of time, you’ll be able to identify how overoptimistic you sales force are by comparing the projected win date with the actual win date. Most commonly this is between 3-6 months.

    Now that you have a factored pipeline you can start to build up metrics on the relationship between the size of your pipeline and your monthly sales. It also now enables you to look forward because as your factored pipeline rises and falls to will your sales, thus you can act early as soon as you see your pipeline numbers dip.

    You’re now at last starting to get some sensible numbers to enable you to plan your business and you have moved from a jolly nice chat to a shorter focused and more effective sales meeting. As the Meerkat would say “simples.”

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    Source by Laurence Ainsworth

    Views: 0

  • Emotional Resilience in Children

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    Emotional resilience is the ability to cope with stressful life experiences, disappointments, and challenges in an effective and meaningful way that helps to preserve self-esteem, build social aptitude, and prevent frustration, anger, and even depression. Emotional resilience learned early in life assists in recovering from misfortunes and disappointments, thus fostering emotional health.

    Teaching your child to be emotionally resilient will help him / her be in control and build confidence to work through challenging situations effectively. Becoming emotionally resilient in childhood will provide a basic foundation for your child's emotional health in adolescence and adulthood.

    Emotions shape your child's interactions with others and affect his or her behaviors resulting from those interactions. In order to prevent conflict, or deal with conflict effectively when it arises, your child should learn to understand his or her feelings, be able to identify them, and regulate them. It is important to teach children there is a whole gamut of emotions that can be expressed in various ways. However, knowing how to express them in a meaningful way will help your child in solving social conflicts and maintaining relationships. One way of promoting development of emotional competence is to help your child develop vocabulary that expresses feelings. Parents can also assist their children in recognizing various emotions and teaching them that emotions can be changed by their thinking.

    Emotions are driven by behaviors. However, children must learn that emotions should not take control over their actions. It is crucial for children to know that expressing feelings helps in preventing and resolving problems. They need to be taught that bottled-up feelings lead to misunderstandings, anxiety, anger, and depression.

    When your child does not express emotions, he or she is more likely to experience angry outbursts that might come from being sad, embarrassed, or frustrated. Perhaps, your child feels guilty about something he or she did, is afraid, or feels helpless and chooses to express those negative feelings of emotional stress with angry outbursts. This inability to deal with stress in a constructive way most of the time stems from the lack of understanding one's own emotions, emotions of others, and lacking the ability to express feelings effectively.

    Signs of Emotional Fragility

    – Regression of behaviors
    – Withdrawal
    – Excessive clinginess
    – Bedwetting
    – Nightmares
    – Aggression

    One of the most important things a parent can do to foster a child's healthy emotional development is to promote positive family communication. That includes positive reinforcement, which is praising your child for positive behaviors, giving encouragement, and avoidance of negative criticism when expected results are not achieved. Also, providing consistency is extremely important for a child's emotional health, as it aids in avoiding ambiguity and uncertainty. If a child knows what's expected of him or her, they will most likely comply, thus avoiding frustration, anger, and possibly humiliation.

    Younger children might be more open and willing to express their feelings. In adolescence, family communication might become more challenging as the teen tries to suppress their feelings in an attempt to resolve them alone. Parenting teenagers requires patience and the ability to be supportive. Frequently, conversation with your teen at home might be extremely difficult. However, your teen may try to open up while riding with you in a car where there is no eye contact, thus the confrontation seems to be less intimidating. Building a sound foundation of emotional resilience in childhood will help your adolescent achieve emotional health. Should getting through to your child become impossible, or he or she becomes withdrawn and exhibits signs of emotional instability, don't be afraid to seek help. You may start by talking to another family member, a friend, or a counselor.

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    Source by Monika B. Pis, Ph.D.

    Views: 0

  • 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

    Views: 0