tag:blogger.com,1999:blog-80652996236574716492024-03-19T05:12:46.515-07:00Tim Smith ConsultingAnonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comBlogger14125tag:blogger.com,1999:blog-8065299623657471649.post-15577209229548893532014-02-19T07:05:00.001-08:002014-02-19T07:05:08.561-08:0080/20 RuleThe 80/20 Rule
For those of you who know me, I am not a big New Year’s Resolution person. Basically I think they are just compromises with our Creator, “please get me through this night and I will never drink again”.
This being the middle of February most of those resolutions have gone out the window. I am going to give you another way to look at things. The 80/20 rule, for those of you who are familiar with the rule it states that 20% percent of the things in our life cause 80% of our results or issues.
From a business side, 20% of the people we work with do 80% of the work. 20% of the people we work with cause 80% of the problems or 20% of the people we work with drive us 80% crazy.
From a sales side 20% of our customers generate 80% of our revenue, so am I taking care of the customers who butter my bread?
For the sales people out there what are the 20% of the objections you hear 80% of the time? I don’t have any money in my budget is a big one, the real issue is not money it is as a salesperson we have not created value for the customer. Money is the easy objection. Take a step back from your selling day and think “what are the objections I hear most of the time?” Until we learn how to overcome those objections we stay in the middle of the our sales team.
From a management side, we have our go to workers who do 20% of the work. So if we are in crisis mode we go to these people because we can trust that they will get the job done without rolling their eyes and we say to the 80% who cause the problems “not to touch anything and don’t talk to anyone”.
From a personal side we wear 20% of our clothing 80% of the time. How many of you ever thought to yourself “how many blue shirts does that guy have?” So when you are getting your summer clothes out this year and putting your winter clothes in storage, ask yourself “did I wear this either this year or last year and if the answer is no, give it to Goodwill. I know there are some of you who are stilling holding onto an outfit because your significant other has promise to take you “out on the town”.
My answer is if they have not done it yet your get also give that outfit to Goodwill.
With that said, look into your own world and think “what are the things that keep showing up and causing me my issues?” I had a baseball coach tell me one time “Smitty you will never see another fastball in your life until you can hit a curve ball” he was right because that curve ball was the thing holding me back from being a somewhat good hitter.
So when you look at your resolutions that you have always tired to attack, lose weight, save money or find love, what are the 20% of the issues that keep showing up to derail you? Take a moment and circle back and look into the past and ask yourself what are the things in my life that keep coming up and biting me in the behind? We are so quick to jump from project to project to project that we don’t take the time to circle back and ask ourselves “what went well and what do I need to do differently next time this issue happens?”
So I ask you,” what are the 20% of the things in your life that are causing you 80% of your issues?” If you take a look at these probably little things and take action to “resolve” those areas you won’t need to be making resolutions next year just goals that you want to achieve.
Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-82428542136018769422013-10-01T07:07:00.001-07:002013-10-01T07:07:48.796-07:00Rocks, pebbles and sandA philosophy professor stood before his class with some items on the table
in front of him. When the class began, wordlessly he picked up a very
large and empty mayonnaise jar and proceeded to fill it with rocks, about
2 inches in diameter. He then asked the students if the jar was full. They
agreed that it was.
So the professor then picked up a box of pebbles and poured them into the
jar. He shook the jar lightly. The pebbles, of course, rolled into the
open areas between the rocks. He then asked the students again if the jar
was full. They agreed it was.
The professor picked up a box of sand and poured it into the jar. Of
course, the sand filled up the remaining open areas of the jar. He then
asked once more if the jar was full. The students responded with a
unanimous yes.
Now, said the professor, I want you to recognize that this jar
represents your life. The rocks are the important things: your family,
your partner, your health, your children, things that if everything else
was lost and only they remained, your life would still be full. The
pebbles are the other things that matter: like your job, your house, your
car. The sand is everything else, the small stuff.
If you put the sand into the jar first, he continued, there is no room
for the pebbles or the rocks. The same goes for your life. If you spend
all your time and energy on the small stuff, you will never have room for
the things that are important to you. Pay attention to the things that are
critical to your happiness. Play with your children. Take your partner out
dancing. There will always be time to go to work, clean the house, give a
dinner party, or fix the disposal.
Take care of the rocks first, the things that really matter. Set your priorities. The rest is just sand.
Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-91560596437599636172013-07-17T13:28:00.001-07:002013-07-17T13:28:25.350-07:00Value and Service<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">Value and Service</span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">We talk about “value” “adding value” or “value added”.<span style="mso-spacerun: yes;"> </span>What does this really mean the Webster’s dictionary definition is: the desirability or worth of a thing.<o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">Are we creating value for our customers, both internal (our co-workers) and externally everyday?<span style="mso-spacerun: yes;"> </span>Think back to yesterday, did you created value within your own department?<span style="mso-spacerun: yes;"> </span>Are you making it easy for people within your organization to do business with you?<span style="mso-spacerun: yes;"> </span>As a sales rep, do you check to make sure that all your information is correct and readable before you hand it in?<span style="mso-spacerun: yes;"> </span>The front desk staff, do you put the person’s emotions on the message for the phone calls you take?<span style="mso-spacerun: yes;"> </span>For the managers and supervisors, are you clearing the obstacles out of your staff’s way for them to service the customer better?<o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">Here is a question for you, what value does your organization bring to your customers?<span style="mso-spacerun: yes;"> </span>What value do you bring to your organization?<span style="mso-spacerun: yes;"> </span>I often ask this question in my seminars and I want to present this to you.<span style="mso-spacerun: yes;"> </span>If you had to reapply for your position today based on just yesterday’s results, would you get rehired? (some people have responded “do I want my job”)<span style="mso-spacerun: yes;"> </span>Did you bring your “A game” yesterday or just go through the motions?<span style="mso-spacerun: yes;"> </span>Everyday we need to bring an energy level to the table that exceeds our customers.<span style="mso-spacerun: yes;"> </span>We as salespeople, managers, front office, administration, production and customer service are not allow to have bad days. I had a baseball coach tell me one day the “you have to be good to go into a slump”<o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">Today just “servicing” your customer is not enough. If you want to hold onto your customer base, whether the external or internal, you must consistently exceed your customer’s expectations. Today’s buzzword is “1% of separation”. How can we as an organization, department or individual be one percent better than the competition?<br /><br />Up until about seven years ago the customer service department was better known as the “complaint department”. Today things have changed drastically, from the person who answers the phone, customer service, field personnel, production, engineering, salespeople and managers everyone who comes in contact with the customer must be superior in their service.<o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">In my years in training and development, which is over 25 years, I have been in many organizations that have exceptional service and wanted to do some research which sets these organizations apart from others selling the same product.<span style="mso-spacerun: yes;"> </span>What I came up with is the number one thing that separates these organizations from their competition and also want customers are looking for is:<span style="mso-spacerun: yes;"> </span>knowledgeable staff.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">There are 3 things that make-up knowledge.<span style="mso-spacerun: yes;"> </span>First do the people that come in contact with your customers knowledgeable about your products and services?<span style="mso-spacerun: yes;"> </span>Or does the customer have to go through 4 or 5 reps, repeating their request over and over until they finally find someone to help them?<span style="mso-spacerun: yes;"> </span>I understand and have been part of the “on the job training” which is a common training program for companies, however this process is both frustrating to your staff and the customer.<span style="mso-spacerun: yes;"> </span>This creates turnover and lost customers. <span style="mso-spacerun: yes;"> </span>Before your staff comes in contact with the customer have they gone through an extensive or at least product knowledge training or given a computer, desk and phone and told “have at it”?<span style="mso-spacerun: yes;"> </span>Again, turnover and lost customers. <o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">The second part of knowledge is policy and procedure.<span style="mso-spacerun: yes;"> </span>I always ask the question in my seminars “is the customer always right?”<span style="mso-spacerun: yes;"> </span>The answer of course is “no”, they are the customer though.<span style="mso-spacerun: yes;"> </span>Customers lie; they know who to go to within your organization to get the answer they are looking for.<span style="mso-spacerun: yes;"> </span>They will go through representative after representative to get the answer they are looking for and once they have that person they will continuously go back to that person.<span style="mso-spacerun: yes;"> </span>While the rest of the organization is following the correct policy, these individuals are getting yelled at or told “the last time I called the other person say I could do this”.<span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span>One of my pet peeves in grocery shopping is the sign that says “Cash only, 8 items or less”.<span style="mso-spacerun: yes;"> </span>When was the last time you were standing in this line and had cash and less than 8 items and the person in front of you hand a credit or debit card in hand and 25 items.<span style="mso-spacerun: yes;"> </span>Two things bother me, the person in front of me is an idiot (too many items and no cash – again for those of you that know me this is my issue), and the second thing that bothers me is that the cashier lets them go through.<span style="mso-spacerun: yes;"> </span>The next time I am grocery shopping and have 10 items (I know, over the limit) and try to go through the Express Line, different cashier from the last cashier and she counts my items and tells me “sir this is the express aisle you need to go over to the other lines”.<span style="mso-spacerun: yes;"> </span>I am thinking that the last person was able to go through, 2 different people and 2 different policies and procedures.<span style="mso-spacerun: yes;"> </span>Are you changing the rules in the middle of the game for the customer?<span style="mso-spacerun: yes;"> </span>Sometimes it is not the customer at all; it is us making it hard for them to do business with us.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">The third part of knowledge is self awareness.<span style="mso-spacerun: yes;"> </span>What are your hot buttons that when pushed you react rather than respond to customers?<span style="mso-spacerun: yes;"> </span>What the words or phrases that you hear and the hair on the back of your neck starts to rise?<span style="mso-spacerun: yes;"> </span>We all have certain things, words, phrases or even people that when heard or seen we get in a defensive mood.<span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;">To summarize, in this very competitive world the number one thing, which I have found, in exceeding customers expectations is a knowledgeable staff.<span style="mso-spacerun: yes;"> </span>Does your staff understand your products and services, policies and procedures and understand themselves.<span style="mso-spacerun: yes;"> </span>If you would like more information on customer service please let me know.<span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<br /></div>
<div class="MsoBodyText" style="margin: 0in 0in 0pt;">
<span style="font-size: 14pt;"><br /><br style="mso-special-character: line-break;" /></span><i style="mso-bidi-font-style: normal;"><span style="font-size: 12pt;"><o:p></o:p></span></i></div>
<div class="MsoNormal" style="margin: 0in 0in 10pt;">
<i style="mso-bidi-font-style: normal;"><span style="font-family: 'Times New Roman','serif'; font-size: 12pt; line-height: 115%;"><span style="mso-spacerun: yes;"> </span><o:p></o:p></span></i></div>
Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-63325852240725761622013-04-04T13:33:00.001-07:002013-04-04T13:33:54.997-07:00Coffee Anyone<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<b style="mso-bidi-font-weight: normal;"><span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Coffee Anyone<o:p></o:p></span></b></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">A carrot, an egg, and a cup of coffee...You will never look at a cup of<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">coffee the same way again.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">A young woman went to her mother and told her about her life and how things<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">were so hard for her. She did not know how she was going to make it and<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">wanted to give up, She was tired of fighting and struggling.<span style="mso-spacerun: yes;"> </span>It seemed as<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">one problem was solved, a new one arose.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Her mother took her to the kitchen.<span style="mso-spacerun: yes;"> </span>She filled three pots with water and<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">placed each on a high fire. Soon the pots came to boil.<span style="mso-spacerun: yes;"> </span>In the first she<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">placed carrots, in the second she placed eggs, and in the last <span style="mso-spacerun: yes;"> </span>she placed<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">ground coffee beans.<span style="mso-spacerun: yes;"> </span>She let them sit and boil; without saying a word.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">In about twenty minutes she turned off the burners.<span style="mso-spacerun: yes;"> </span>She fished the carrots<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">out and placed them in a bowl.<span style="mso-spacerun: yes;"> </span>She pulled the eggs out and placed them in <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">a bowl.<span style="mso-spacerun: yes;"> </span>Then she ladled the coffee out and placed it in a bowl.<span style="mso-spacerun: yes;"> </span>Turning to<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">her daughter, she asked, ' Tell me what you see.'<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">'Carrots, eggs, and coffee,' she replied.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Her mother brought her closer and asked her to feel the carrots.<span style="mso-spacerun: yes;"> </span>She did<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">and noted that they were soft. The mother then asked the daughter to take an<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">egg and break it.<span style="mso-spacerun: yes;"> </span>After pulling off the shell, she observed the hard boiled egg.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Finally, the mother asked the daughter to sip the coffee.<span style="mso-spacerun: yes;"> </span>The daughter<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">smiled as she tasted its rich aroma.<span style="mso-spacerun: yes;"> </span>The daughter then asked, 'What does it<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">mean, mother?'<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Her mother explained that each of these objects had faced the same<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">adversity: <span style="mso-spacerun: yes;"> </span>boiling water.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Each responded differently. <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">The carrot went in strong, hard, and unrelenting however, after being subjected <o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">to the boiling water, it softened and became weak.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">The egg had been fragile.<span style="mso-spacerun: yes;"> </span>Its thin outer shell had protected its liquid<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">interior, but after sitting through the boiling water, its inside became<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">hardened.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">The ground coffee beans were unique, however.<span style="mso-spacerun: yes;"> </span>After they were in the<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">boiling water, they had changed the water.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">'Which are you?' she asked her daughter.<span style="mso-spacerun: yes;"> </span>'When adversity knocks on your<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">door, how do you respond?<span style="mso-spacerun: yes;"> </span>Are you a carrot, an egg or a coffee bean?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Think of this:<span style="mso-spacerun: yes;"> </span>Which am I?<span style="mso-spacerun: yes;"> </span>Am I the carrot that seems strong, but with<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">pain and adversity do I wilt and become soft and lose my strength?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Am I the egg that starts with a malleable heart, but changes with the heat?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Did I have a fluid spirit, but after a death, a breakup, a financial<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">hardship or some other trial, have I become hardened and stiff? Does my<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">shell look the same, but on the inside am I bitter and tough with a stiff<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">spirit and hardened heart?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Or am I like the coffee bean?<span style="mso-spacerun: yes;"> </span>The bean actually changes the hot water, the<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">very circumstance that brings the pain.<span style="mso-spacerun: yes;"> </span>When the water gets hot, it<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">releases the fragrance and flavor.<span style="mso-spacerun: yes;"> </span>If you are like the bean, when things<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">are at their worst, you get better and change the situation around you.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">When the hour is the darkest and trials are their greatest do you elevate<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">yourself to another level?<span style="mso-spacerun: yes;"> </span>How do you handle adversity?<span style="mso-spacerun: yes;"> </span>Are you a carrot,<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">an egg or a coffee bean?<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">May you have enough happiness to make you sweet, enough trials to make you<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">strong, enough sorrow to keep you human and enough hope to make you happy.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">The happiest of people don't necessarily have the best of everything; they<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">just make the most of everything that comes along their way.<span style="mso-spacerun: yes;"> </span>The brightest<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">future will always be based on a forgotten past; you can't go forward in<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">life until you let go of your past failures and heartaches.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">When you were born, you were crying and everyone around you was smiling.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">Live your life so you're the one who is smiling and everyone<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">around you is crying.<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<span style="font-family: 'Times New Roman','serif'; font-size: 12pt; mso-fareast-font-family: 'Times New Roman';">May we all be COFFEE!!!!!!<o:p></o:p></span></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="line-height: normal; margin: 0in 0in 0pt; tab-stops: 45.8pt 91.6pt 137.4pt 183.2pt 229.0pt 274.8pt 320.6pt 366.4pt 412.2pt 458.0pt 503.8pt 549.6pt 595.4pt 641.2pt 687.0pt 732.8pt;">
<br /></div>
<div class="MsoNormal" style="margin: 0in 0in 10pt;">
<br /></div>
Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-87619411583254006202013-02-26T05:53:00.000-08:002013-02-26T06:50:59.785-08:00Reactor or Responder<div class="widget Blog" id="Blog1">
<div class="blog-posts hfeed">
<div class="date-outer">
<div class="date-posts">
<div class="post-outer">
<div class="post hentry" itemprop="blogPost" itemscope="itemscope" itemtype="http://schema.org/BlogPosting">
<div class="post-header">
<div class="post-header-line-1">
</div>
</div>
<div class="post-body entry-content" id="post-body-4763008488393704659" itemprop="description articleBody">
This morning coming into work, how many of you were behind someone that should not have a valid state issued driver's license? Did you ignore them, thinking that they are preoccupied with something that happen this morning or last night or did you (as I would) give them the "look" and gesture to them that they need to move over or just get off the road.<br />
<br />
We live in a world of get it done two day ago and how many projects/customers can we juggle at one time, and oh by the way be nice to them. <br />
<br />
Let me define the words reactor and responder. When we react to a person or situation that other person or situation is in control. When we respond to outside influences we are in control. Let me give you an example and you can answer whether you would react or respond.<br />
<br />
Again, driving into work and you are behind that person that should not be driving are you getting upset or just letting it go? You finally get into work and before you even get to your desk and your coat off you are met by a co-worker (interanl customer) asking for this, that and the other thing. Next you are now on the phone (the receiver is attached to your ear) and your co-worker comes over and asks "are you on the phone?" which you say nicely "yes". Does this person leave, no, they stand there and hover until we put the customer on hold and then with disdain on our face and a tone in our voice we ask "WHAT?" to have them then say "I will come back when you are in a better mood". <br />
<br />
Are you in a reactive or responsive mode?<br />
<br />
Welcome to the working world or the world in general. Whether you are in production, sales, customer service, administration, IT or delivery we are all hit from every angle everyday which causes us to react and give the "look" or the tone of our voice is percieved as "barking". Having been in the training field for over twenty seven years I have found that we will treat complete strangers better than we will treat people we work with, we will treat people we work with better than we treat people we live with. If you have ever been out publicly and bumped into a complete stranger most of us would say "excuse me", when a family member bumps into us we bark "watch where you are going and can you put your phone down". <br />
<br />
From an internal customer view, do you work with a negative person? I am talking negative, the person who brightens the room when they leave it. This is the person when we see their car in the parking lot our first thought is "they are here today". Have you stopped saying "good morning or good afternoon" to another person because their answer is "what's so good about it" or "I guess because I am above ground"? If you have welcome to the world of reacting, if you want to be happy at work please be happy. Most people wake up in the morning to say "good morning Lord" these people wake up and say "good Lord it is morning". The glass is not half full to them it is dirty.<br />
<br />
Again, think about the last couple of days both professionally and personally and think have I been reacting or responding to things. Use the 80/20 rule, what are the 20% of the things in your life that cause you 80% of your grief. It seems to be the same things or the same people over and over that cause our reaction. What are your 20%? <br />
<br />
Let me know your thoughts.</div>
</div>
</div>
</div>
</div>
</div>
</div>
Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-75076143001279388532012-07-04T09:35:00.004-07:002012-07-04T09:35:47.600-07:00<br />
<span style="background-color: white;">Tim Smith Consulting is a management training corporation located in Allentown, Pennsylvania. Our corporate mission statement is to </span><b style="background-color: white;">provide our customers with quality classroom instructor led business skills training</b><span style="background-color: white;">. </span><br />
<span style="background-color: white;"><br /></span><span style="background-color: white;">We are very results oriented in our approach and can show our customers specific benefits. Our approach has been proven over and over so that we can ensure the success of our customers in reaching their specific goals. </span><span style="background-color: white;">At Tim Smith Consulting, our philosophy and our approach is simple: </span><b style="background-color: white;">practical proven techniques and customer satisfaction</b><span style="background-color: white;">. </span><br />
<span style="background-color: white;"><br /></span><br />
<span style="background-color: white;">Check out the <a href="http://timsmithconsulting.blogspot.com/p/seminars.html">seminars </a>we specialize in.</span><br />Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-77733578405142954532012-07-01T06:51:00.000-07:002012-07-04T06:57:11.622-07:00How to Manage Multiple ProjectsDo you have too much work and not enough time in the day to get it done? Do you find yourself changing the date on your to-do-list? Are you doing more and enjoying it less?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
We will help you clarify what your organization’s goals are as well as you own, start the goal setting process from the end to the beginning, prioritize what is really important and what someone else thinks is “ASAP”. You will learn how to get the most out of your weeks and days, organize your work environment, deal with interruptions, and the people that stop by to say “hi” and never seem to leave.<br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Clarify objectives and plan for results</span></li>
<li><span style="background-color: white;">Set up group goals and priorities</span></li>
<li><span style="background-color: white;">How to have more time for yourself and your family</span></li>
<li><span style="background-color: white;">Eliminate the time-wasters in your life</span></li>
<li><span style="background-color: white;">How to say “no”</span></li>
<li><span style="background-color: white;">How to use technology to achieve results</span></li>
<li><span style="background-color: white;">Respond rather than react</span></li>
<li><span style="background-color: white;">Reduce the stress in your life</span></li>
</ul>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact page</a>.Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-75586838719123373002012-07-01T06:49:00.000-07:002012-07-04T06:57:31.763-07:00Team Building Skills for Today’s WorkforceDo you work in a team environment? Does your team seem to get stagnate at times? Do you have team members that don’t get along?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
Today employees are not only responsible for their own work and their results, most people are involved in some sort of team within their work environment. This one-day high-energy and practical approach to team building will help the most seasoned teams, along with the start-up team.<br />
<br />
We will teach the eight steps to successful teams, define the characteristics of successful teams and what they do that is different from the average team. We will demonstrate the communication dynamics of the highly successful teams and how to communicate more effectively with other team members. You will learn how to determine team member’s roles and responsibilities. Resolve team conflicts and run effective and productive team meetings. <br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Clearly define your goals and objectives</span></li>
<li><span style="background-color: white;">Identify team members strengths</span></li>
<li><span style="background-color: white;">Help your team find creative solutions to workplace challenges</span></li>
<li><span style="background-color: white;">Develop a self-directed, high performance team</span></li>
<li><span style="background-color: white;">Effective communication to motivate and coach each other</span></li>
<li><span style="background-color: white;">Resolve conflicts more effectively</span></li>
<li><span style="background-color: white;">Run more effective and productive meetings</span></li>
<li><span style="background-color: white;">Stress Management</span></li>
</ul>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-55869426765755715462012-07-01T06:46:00.000-07:002012-07-04T06:57:48.696-07:00Overcoming Negativity in the WorkplaceDo you work with a negative person? Does this person brighten the room when they leave it? Do you become anxious when you see their car in the parking lot?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
Dealing with the daily stresses of work and life can be challenging enough. We all have too much work and not enough time to do all of it. Then having to listen to everything that is wrong in the world can be mentally challenging. This exciting and upbeat seminar will help you discover where negativity comes from, how to recognize the difference between a negative person and one that is just frustrated.<br />
<br />
You will learn eight techniques for coping with the negative person and ten essentials to develop a more positive workplace. This seminar will give new enthusiasm to your work and a healthier outlook on how to start turning things around. <br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Determine where negativity comes from</span></li>
<li><span style="background-color: white;">Set up your own goals and priorities</span></li>
<li><span style="background-color: white;">How to cope with that “doom and gloom” person</span></li>
<li><span style="background-color: white;">Ten techniques on developing a positive work environment</span></li>
<li><span style="background-color: white;">How to focus on the things that you can control</span></li>
<li><span style="background-color: white;">How to put positive self talk to us</span></li>
<li><span style="background-color: white;">Reduce the stress in your life</span></li>
</ul>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-44952299546724782722012-07-01T06:44:00.000-07:002012-07-04T06:57:56.633-07:00Coaching Skills for Today’s LeadersDo you coach a diverse workforce? Are you doing more with less? Are you falling short of your objectives in your department?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
Forward thinking mangers have found that the same skills that coaches use to create winning
teams in athletics work in a business setting as well. This full day, very interactive seminar will
teach the coaching skills that will help you to transform your work group into a team that works
together like a winning team.<br />
<br />
Create an inspiring atmosphere of energy and enthusiasm. The
benefits of coaching will change you life as a manager, you’ll notice an exciting synergy among
your staff, a sense of interdependence and exchange, and most of all an increase in productivity
from your team.<br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">How to produce a winning “game plan”</span></li>
<li><span style="background-color: white;">Coaching a divers workforce</span></li>
<li><span style="background-color: white;">Filling your communication toolbox with new skills</span></li>
<li><span style="background-color: white;">Techniques from today’s best coaches</span></li>
<li><span style="background-color: white;">Creating a positive workplace</span></li>
<li><span style="background-color: white;">How to replace “criticism” with constructive feedback</span></li>
<li><span style="background-color: white;">Managing your time more effectively</span></li>
<li><span style="background-color: white;">Learning the difference between a “problem” and an irritation</span></li>
<li><span style="background-color: white;">Conducting more effective appraisals</span></li>
</ul>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-15928701030974432512012-07-01T06:42:00.000-07:002012-07-04T06:58:16.718-07:00Effective Communication Skills for Today’s WorkplaceAre you finding that communicating these days is getting frustrating? Does your co-worker and customer look and sound different than five years ago? Are you stressed out trying to understand each other?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
It’s a whole New World of work out there! Organizational changes, diversity and the technology. Communications have changed in today’s workplace, more that ever, successful communication is essential in the working and home environment. Whether it is face-to-face, telephone or e-mail will we equip you with skills in any type of communication.<br />
<br />
Most of us have the “technical” part of our jobs down pat; we will teach you the “soft-side” of the job. We will help you improve every aspect of your working relationships, and help you “play better in the sandbox”. You will learn the cycle of communication and where the breakdowns take place and how to overcome those challenges. The art of dealing with difficult people, the powder kegs, negative people to the “know it all”. When you go back to your office you will have the confidence to communicate to anyone.<br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Communicating in today’s new work environment</span></li>
<li><span style="background-color: white;">Ensuring your message you send carries the impact you want</span></li>
<li><span style="background-color: white;">Developing productive communication skills</span></li>
<li><span style="background-color: white;">Identifying your personality style</span></li>
<li><span style="background-color: white;">How to communicate to the different styles of personalities</span></li>
<li><span style="background-color: white;">Becoming more assertive without being aggressive</span></li>
<li><span style="background-color: white;">Becoming a more focused listener </span></li>
<li><span style="background-color: white;">Dealing with Difficult People and Behaviors</span></li>
</ul>
<div>
<br /></div>
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-26404247403560654842012-07-01T06:39:00.000-07:002012-07-04T06:58:25.471-07:00Dealing With the Different GenerationsDoes your workplace look like your last family picnic? Does your customer and co-worker look and act different than ten years ago? Do you become anxious when you need help from someone younger than you?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
With the country’s changing demographics, the workplace is different than when our parents
went to work. With the different generations working together it can be quite challenging in
getting results. The generation’s “X” and “Y” work ethic is driving the old-timers crazy. The
corporate policies and procedures are stifling to the younger worker. The business dress code
is definitely changing.<br />
<br />
If this sounds like your workplace, or even your home, we have help for
you. We will help you to understand not only yourself, but the other generations; old-timers, baby-boomers, X and Y. We will give you specific words and phrases that motivate and also turn off each generation. You will leave with a renewed sense of your working relationships.<br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Techniques on attracting each generation for your workplace</span></li>
<li><span style="background-color: white;">How to cope with the different generations</span></li>
<li><span style="background-color: white;">Techniques on developing a positive work environment</span></li>
<li><span style="background-color: white;">How to communicate more effectively</span></li>
<li><span style="background-color: white;">Sell more effectively to each generation</span></li>
</ul>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-6295658759292176562012-07-01T06:36:00.000-07:002012-07-04T06:58:33.381-07:00Neutralizing Difficult People and Sticky SituationsDo you work with a difficult person? Does this person brighten the room when they leave it? Do you become anxious when you hear their name on voice mail?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
Dealing with the daily stresses of work and life can be challenging enough. We all have too much work and not enough time to do all of it. Then having to listen to everything that is wrong in the world can be mentally challenging. This exciting and upbeat seminar will help you discover where difficult behavior comes from, how to recognize the difference between a difficult person and one that is just frustrated.<br />
<br />
You will learn techniques for coping with the negative person, the pit bull, the angry person, the school gossip and ten essentials to develop a more positive workplace. This seminar will give new enthusiasm to your work and a healthier outlook on how to start turning things around. <br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Determine where difficult behavior comes from</span></li>
<li><span style="background-color: white;">Learn how to respond the angry person</span></li>
<li><span style="background-color: white;">How to cope with that “doom and gloom” person</span></li>
<li><span style="background-color: white;">Ten techniques on developing a positive work environment</span></li>
<li><span style="background-color: white;">How to focus on the things that you can control</span></li>
<li><span style="background-color: white;">How to talk positively to yourself </span></li>
<li><span style="background-color: white;">Reduce the stress in your life</span></li>
</ul>
<div>
<br /></div>
<div>
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>
</div>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.comtag:blogger.com,1999:blog-8065299623657471649.post-20664501475653892982012-07-01T06:33:00.000-07:002012-07-04T06:58:40.872-07:00Delivering Superior Customer ServiceAre your customers much more educated than in the past? Are you finding that just servicing your customers isn’t enough? Are you dealing with irate and hard to please customers?
If you answered yes to these questions, then this practical, real–life situational seminar is for you!<br />
<br />
Today just “servicing” your customer is not enough. If you want to hold onto your customer base, whether the external or internal, you must consistently exceed your customer’s expectations. Today’s buzzword is “1% of separation”. How can we as an organization, department or individual be one percent better than the competition?<br />
<br />
Up until about five years ago the customer service department was better known as the “complaint department”. Today things have changed drastically, from the administration area, maintenance department, salespeople and managers everyone who comes in contact with the customer must be superior in their service. In this high-energy seminar will we give you specific ideas and techniques to turn your unit into one that consistently exceeds your customer’s expectations.<br />
<br />
<b>Learning objectives for the day:</b><br />
<ul>
<li><span style="background-color: white;">Learn the keys for making a great first impression</span></li>
<li><span style="background-color: white;">Create the 11 point customer contact process</span></li>
<li><span style="background-color: white;">The “BASICS” of the proper telephone etiquette</span></li>
<li><span style="background-color: white;">How to speak the customer’s language</span></li>
<li><span style="background-color: white;">Effective listening techniques</span></li>
<li><span style="background-color: white;">Reduce the stress and turnover in your department</span></li>
<li><span style="background-color: white;">Dealing with those hard to please behaviors</span></li>
<li><span style="background-color: white;">Dealing with the irate and angry person</span></li>
</ul>
<div>
<br />
For information on how to bring this seminar to your employees, please visit my <a href="http://timsmithconsulting.blogspot.com/p/contact-me.html">contact</a><span style="background-color: white;"> </span><a href="http://timsmithconsulting.blogspot.com/p/contact-me.html" style="background-color: white;"> page</a><span style="background-color: white;">.</span>
</div>Anonymoushttp://www.blogger.com/profile/01851122310813050129noreply@blogger.com