Satisfaction

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HOW TO GET YOUR CUSTOMER TO KNOW YOU, LIKE YOU, AND TRUST YOU 

When Levy* (fictitious name) came to see me, he quietly walked into the room. He chose a seat far away from me. He sat in the chair, his back straight, his hands firmly crossed in front of him. When I asked him how he was, he answered, “Good.” Asked if he would like a warm cup of tea, he said “no” then he quickly glanced at his watch as if he suddenly had an appointment somewhere else. Taking in Levy’s behaviours, I knew what I needed to do to make him feel I am trustworthy of having him as a client.   Through my talking with him, I found out his father criticized him a lot, often telling him he wasn’t good enough. He said his family was very much money-oriented, with success determined on how much money each member made and saved. Laughing nervously, he said the bigger the

WHAT YOU CAN LEARN FROM AMAZON ABOUT SUCCESSFUL SELLING

I am in Hong Kong and have just been invited to attend Swiss Bank’s annual gala. I immediately start panicking. ‘What am I going to wear?’ I keep asking myself. It was my first time attending such an event in Asia and I, like you, love to make a great first impression.   I call my best friend Ping Yin for advice. She says, ‘I don’t know... What will the other women there be wearing?’  I find her answer unhelpful. How do I know what they are going to be wearing that night?   At the first chanceI get, I ask my (then) husband, ‘What do you think I should I wear to go to the gala?’  and he tells me to go shop around. Not helpful either.   Have you ever been in a situation where you didn’t get the help you needed?   I decide to go shopping

FIVE KEYS TO TAP INTO YOUR HIDDEN CREATIVITY

When George* came to see me, he said he felt caught between two masters, his career and his passion. Can you relate?   Asked why his career wasn’t his passion, George said his job as a business manager for a high-end establishment paid super well though the hours were long and his clientage was hard to deal with sometimes. As for what he believed was his true passion, he said he had put it on the back burner (for many years) because he thought he was ‘out of’ creative ideas and had ‘exhausted’ all his resources. Listening to him talk, it was clear to me George had failed to tap into his hidden creativity.   Have you ever been in a situation where you felt like you could do much better?   After his work shift, George confessed he often went out. He said he needed to unwind at night

WHY KNOWING EXACTLY WHAT YOUR CUSTOMER NEEDS PREVENTS MORE CLOSED SALES

Think of a time when someone you know had a birthday fast approaching and they knew in their heart and mind what they wanted to receive as a gift. Ever been in that situation?   They had thought about it long and hard. They knew in their heart they wanted that gift more than anything else. Apparently, they were this clear. Sometimes, such is the case for us, right?   One day, like many of us do, they walk up to their loved one and say with sparkling eyes, “I know what I want for my birthday.”   Perhaps preoccupied with other things, their loved one casually replies, “Oh! You do? Great! What is it?”   Taking a deep breath, this person affirms with conviction, “I want …” and, like perhaps you and me, awaits for reciprocity in kind.   Now imagine this person’s surprise when their counterpart utters, “No,

HOW TO ELIMINATE A OO7 DOUBLE LIFE

When James* called upon me, he asked that we meet in an open restaurant downtown Vancouver. Asking him why there instead of my office, he laughed and said, ‘Because I need it this way.’    On the agreed upon date and time of rendez-vous, James sat down in front of me and immediately placed his hands under the table where I could Not see them. This gesture alone told me a lot about James, how easily he pretended to be emotionally open yet felt the want to hide once in front of me.   Through my talking with him, I found out James was one of nine children from a very large Catholic South American family. He grew up being an altar boy, going to Sunday school, and saying prayers. But something was Not working for him… In his teenage years, he realized he was gay and being gay is

HOW TO OVERCOME SHINY OBJECT SYNDROME

When Janie came to see me, she smiled an easy smile and quickly answered “I’m fine!” to the question ‘How are you?’ I watched her as she fidgeted onto her seat, obviously trying to find a comfortable position. She finally sat down after putting a nearby colourful cushion in front of her tummy. This gesture alone told me a lot about Janie, how she most likely was living her life hiding in the background while hanging on to shiny objects for dear life.   Through my talking with her, I found out she has spent years studying for a profession she says she is now hating. She said she felt tired and drained, her bosses apparently not caring about what happened to her or how she felt.     Have you ever been in a situation where you felt unseen and unheard?   After her work shift, Janie confessed she

HOW DO WE KNOW WE ARE TRULY SEEKING WHAT WE DESERVE

Have you ever walked by a supermarket check-out and seen packets of gardening flower seeds for sale? When I was a small child, I did, quite often, and I found the flower pictures on flower seeds packets wonderful to look at. I did not know the flowers’ names, the kind of soil they needed, or the kind of care they required. What fascinated me most was the sheer amount of flower varieties, all of them within the grasp of the gardener enthusiast!   My mother often found me contemplating these packets of flower seeds, standing in front of them with my mouth open and my eyes big. Gently touching the pictures on the packets with the tip of my small fingers, I wanted to know if their petals were velvet soft and their fragrance sweet. I even thought of taking a bite from the grown flowers to see if they tasted

WHO DO YOU CALL TO ADDRESS EMOTIONAL LEAKS? 

Have you ever experienced a gushing water leak in your home? Where was it? Was it underneath the kitchen sink? Was it in the basement where water pipes tend to run hidden in the dark? What did it cost you to repair this leak?   In 2001, I bought a showroom townhouse. It had many upgrades like granite countertops, wooden kitchen cabinets, and so on. I loved this house house very much, it looked great on the surface… until the day I had my first water leak.    The day it happened, I did not know where the water valve was, so I ran panicking to my next door neighbour. He calmly came over, turned the water valve off, and told me to call a plumber. I had never had to call a plumber before and it made me feel deeply anxious and stressed out. Ever been in that situation?

WHAT STOPS FROM BEING HAPPY AND HOW TO CHANGE

My tummy was full and I was feeling content. I had my sixteen year old daughter with me and we were sitting in a restaurant decorated like an old fifties’ diner. The food was great, the service impeccable, and I gladly asked for the bill. As I take my wallet out to pay, an elderly couple walks in. He is walking ahead of her, a spring in his step, a bright smile on his face.   He points to the table next to me. It was a round table and he said to me, "I want this one! I love round tables, do you know why?" As I said no smiling, I saw his eyes twinkle in anticipation of a good joke. He answered, “Because I don’t like being cornered!”   Looking at him being happy, obviously loving his joke, I burst out laughing with him. To me, he was like a

ROUND AND ROUND

ROUND AND ROUND   Round and round We go again On the merry-go-round of life. Ups and downs, We think that’s life Until we get off our mount.   Round and round We go again On the merry-go-round of life. Laughter and tears We think we’re here Until we go deep within.   In and in We go again On the merry-go-round of life, Darkness and light Fuse into one Until we go round and round.   With love & compassion, Anne   What makes any of us go round and round in circles?   www.walkinginside.com www.fullmontyleadership.com