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Name of author Rick Baker, P.Eng.

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Thought Tweet #620

by Rick Baker
On Nov 30, 2012

Thought Tweet #620 As a rule, you don't see happy faces when people are struggling with their work.


The Thinking Behind The Tweet

People struggle when they lack required talents, they lack opportunity to use their talents, they lack the knowledge required to do the task, or they lack experience.

Rather than seeing happy faces, which happen naturally when people are using their personal strengths, when people struggle with their work you are more likely to see...


  OR   OR  OR EVEN 

 

Create a Strengths plan - Learn people's strengths - Engage people's strengths.

Tags:

Emotions & Feelings @ Work | STRENGTHS: People-Focused for Success | Thought Tweets

The wrinkle in customer complaints

by Rick Baker
On Nov 30, 2012

There's a wrinkle in customer complaints.

The wrinkle has a couple of waves:

  • wave #1 - Customer complaints are legitimate, whether you agree or not. When seeing things from the clients' shoes it matters little what you think. What matters is how clients feel and think. Their complaints signal their feelings. Their complaints signal their perspectives about your weaknesses.
  • wave #2 - Constructive criticism is an oxymoron. And that's the way your people are prone to receive customer complaints.
How do you iron out customer complaint wrinkles?
 
Be interested.
Listen.
Think.
Ask questions.
Listen.
Seek & discover solutions.
 

Tags:

Criticism: Constructive Criticism is an Oxymoron

Copyright © 2012. W.F.C (Rick) Baker. All Rights Reserved.