Think of the movie Pay it forward.
For the sake of those who have not watched it, allow me to give a brief synopsis;
In the movie, 12-year-old Trevor McKinney is inspired by his social studies teacher’s assignment in which he has to come up with an idea to change the world for the better.
After much thought, Trevor creates what seems like an impossible plan of “Paying forward” favours. No tricks, No gimmicks. Just three big favours for three other people.
Without giving away too much, let’s just say that in the process, he starts an UNSTOPPABLE wave of kindness and before he knows it, he is able to help his struggling single mother.
The movie to an extent summarises what the law of reciprocity is all about – paying back good for good. In other words, what goes around comes around.
Continue reading “Soft Skills and The Law of Reciprocity – Never Underestimate the Power of Kindness.”
“Every day, ask yourself if your customers are happy because if your customers are not happy, that is the beginning of the death of your business. Customer experience is key/king” – Jack Ma.
The above was a quote from Jack Ma’s speech during his recent trip to Africa. It was a speech that I ABSOLUTELY LOVED listening to!
Another quote that struck home for me was his take on complaints.
He said, “When you see people complaining, that is where opportunities are found.”
(Really? We know that complaining customers are not the best to deal with. They are best avoided. Wish them away!)
Well, the truth is, a complaint is a litmus test for how we are doing. It highlights areas that need improvement. That is why we should always be willing AND ready to listen to a customer’s complaint.
However, let’s face it, listening to a complaining customer is never easy and can be draining at best.
But ignoring the customer or dismissing the complaint should never be an option.
Continue reading “Winning Customers With the 7 Step Soft Skills’ Problem-Solving Formula.”