Best Practices Tips

 

Client complaints or objections require immediate and sensitive action.

A client may forgive a mistake or an oversight but not a lack of empathy or reluctance to take corrective action. Your response needs to be prompt and effective.

• Acknowledge that you have fully understood the reasons for their complaint.
  
  
• Adjust your vocal tone and body language to communicate your sincere empathy and concern.
  
  
• Confirm the client expectation of your plan to take corrective measures.
  
  
• Commit to the timely implementation of your plan and be sure to keep your commitment.
  
  
• Follow up to make sure the client is completely satisfied with your service.
  

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Watch your language.

Everything you say is a reflection of you, even if you are talking about someone or something else. The ears that catch your words immediately turn them into images, images that lead right back to the creator - you! Once spoken, words cannot be retrieved...not unlike e-mail!

• Take a moment to visualize the impact of your words before you speak.
  
  
• Evaluate the consequences or benefits of what you are about to say.
  
  
• Re-frame words and turn them into positives.
  

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The Credibility Factor

Credibility. Our clients want it, and all successful individuals and businesses have it. If you want to capture the attention and respect of your clients and colleagues, you need to earn their trust.

How can credibility be achieved? To be credible is to consistently live up to promises and expectations:

• Follow through on commitments.
  
  
• Say what you mean, and mean what you say.
  
  
• Keep confidences.
  
  
• Be accountable for your actions.
  
  
• Exemplify professional ethics.

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Leading a meeting is more than planning the agenda.

Meetings can be time-eaters or they can be an effective way to communicate new ideas and achieve goals. If you are assigned the role of Meeting Leader or Chair ensure that the time is well spent by following these steps:

1. Make sure your meeting has a relevant agenda.
   
   
2. Prepare your own opening remarks.
   
   
3. Review the agenda and schedule with the group.
   
   
4. Keep to the agenda and to the schedule.
   
   
5. Inform and remind pre-assigned presenters of their time allotment.
   
   
6. Monitor airtime for responses to allow for balanced participation.
   
   
7. Plan and implement a follow up strategy.
   

» View all tips in Leadership