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                                        Better Performers…

Good afternoon dear reader & welcome to my world for another week. Excellent service these days is regretfully I often find a rarity. Feedback received from many articles would support my views, given I suspect we are the silent majority. It appears, unfortunately, many of us retain views to ourselves in fear of the bollocks one may receive from an increasingly intolerant & political correct environment we now live in.

However, this week I am here to give you some good news. I am sure you will have had the experience of driving into a so called ‘service station’ for fuel, only to end up filling the tank yourself. And when you finally end up @ the counter you simply hear the phrase: “which pump?” I am always tempted to respond “did what?” However, I suspect the subtlety is not their strongest suit.

Recently we were provided with an ‘upgrade’ in our photocopier. The previous model we had came with a delivery of toner before it had expired & we had no idea ~ such was the technology of the providers. Regretfully the new model provides no such service. But wait there is more: we call, three times & six weeks later when we have run out we were advised we need to go fetch toner ourselves to an address from where the office moved from 4.5 years previously. Amazing aye!

However, yesterday my mobile finally gave up & expired. The service provided at the Vodafone shop in Trafalgar Street by Megan was exemplary, given the information, or lack thereof, I provided. Likewise, I had the need to deal with the Honda dealership here in Nelson the same day. Again, exemplary service from both Olivia & Jenna ~ take a bow ladies.

I believe the difference between the dreadful Ricoh service & my more positive experiences was based on the performance of one person & the belief they have in themselves. This is particularly in relation to generating more income & sales. Until these change, nothing else will. This requires them to make permanent changes in their belief system. Few have the strategy of how to do this. Their internal hard drive requires reprogramming.

The greatest gift business owners & management can give staff is to make them feel good about themselves. Everyone wants to know his or her contribution is important. Focus must be primarily on personal development. When people understand dramatic increases in sales come from unlimited belief in themselves, sales & profit go through the roof.
How to build relationships & communicate effectively is an area sadly neglected by some who still practice the old technique of chasing prospects instead of mastering the law of attraction ~ by utilizing the power of listening; by building immediate empathy with the customer to understand what customers really expect at the point of sale.

It is about recognition, making people feel important, & teaching them your points of difference. This can easily be satisfied through being customer centred, which will increase loyalty & therefore an increase in profits.

Confucius once wrote: “To put the world right in order, we must first put the nation in order; to put the nation in order, we must first put the family in order; to put the family in order, we must first cultivate our personal life; & we must first set our hearts right.”

This can easily be accomplished by challenging yourself, by changing your habits & accepting responsibility for your own future. Only through change can we be certain of improvement in our lives. When we improve, then we can improve the world around us.

Thank you for taking the time to be with me once again. I hope my journey may encourage you also. This is Kenn Butler in Paradise, Nelson, with my best wishes for another short week ahead.

Kenn Butler
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