Wishing you and your family a warm & blessed Idul Fitri, showered with love, happiness, laughter and joy.
Minal Aidin Wal Faidzin
I have been know to be impatient. If one were to ask my family, friends or colleague whether I am a patient guy, I believe all of them would say NO in a jiffy.
I am impatient with bad services, rude service providers, snail pace responses, some people’s lack of common sense and sometimes to people who do not see my simple point of view. Yeahhhh … I know its not good, I admit.
Well, until as I was having my vacation in Paris recently with my family, I realized that living in Jakarta has taught me to be PATIENT in one area. The TRAFFIC.
I happpend to be in Paris on the 2 days (23-24 June) where they had a “demonstration carnival” in their push to bid as host for the 2024 Olympic Games. Roads were closed, sites were quardonned off and naturally traffic was in total chaos.
I rode in 2 taxis and they told me they have not experienced such “bad traffic” before. I could see them being frustrated, honking, driving precariously as they tried to not give way at all to whatever that is in front of them. Braking, accelerating, jerking. Geez it was really an unpleasant ride. Their body language showed annoyance. They seemed to be uttering words which I believe are some curse words in French.
Yes they were really VERY IMPATIENT. They told me that a normal 20 minute ride has now taken them 40 minutes and they are PISSED OFF.
I looked at my wife and smiled. Besides the jerking, we were completely at ease with a 40 minute ride. Ha ha …. we are from Jakarta, monsieur !! Our normal car rides would be 1-2 hours on average.
I even guided the taxi driver using google maps and asking him to avoid all the “red stretch of roads”, with a smile and some humour. He was impressed at my cheerfulness and PATIENCE.
We arrived at our destination finally after a 20 minutes delay. We were calm but our driver was fuming mad, cursing the govt for not thinking of the public and he could not understand why or how an Olympic event can be organized in Paris. He dropped us off at 4 pm and he told us that he is going straight home and he will be home the next day too.
” It is stupid to be out here” he said.
I turned to my wife and told her smugly ” Dear, I am not so impatient after all, am I “
Words, accompanied by visuals – makes it more convincing. Shouldn’t one have a collection of visuals to share with one’s customers ?
Words like warmth …….. space …. rustic beauty …. random artistry, simplicity …. tonality variation, inviting ………. all articulated by the sales person precisely understood by the customer.
Dreams can be shared ………clearly.
A true Passion to Sell
Is like finding love and falling in love
You believe in it, you pursue it
It’s non manupulative
There’s no deception, no coercion
It has to be of free will
You act, speak and smile with your heart
Your action match your words, pure and sincere
You serve, you simply do your best to impress
You get the sale, you take care of your customer
You hope for a long term relationship
Is selling your passion ?
Are you selling right ?
When we speak
When we present
When we try to influence someone
We must “FEEL” deeply for things we say
We MUST BELIEVE in it
We must be sincere
There should excitement
There should be enthusiasm
Only then can our proposition move our audience and make them emotionally connected.
Touch their hearts
Serve their needs
Show them WHY our proposition is important and meaningful.
Only then are we adding value and knowledge to our audience.
A well informed customer will be our good customer.
Pikiran Anda menciptakan realita berdasarkan apa yang menjadi perhatian Anda. Ketika Anda belajar untuk mengelola dan mengarahkan fokus, Anda memiliki kekuatan untuk meningkatkan setiap aspek dalam kehidupan Anda.
Dedicated to all Niro Granite SCs.
Stay focus and stretch your limits. You will be amazed at what you can achieve. Happy Monday and have a fantastic week ahead.
Supporting you …….
Challenges will occur. Crisis will happen.
Here is where EFFECTIVE COMMUNICATION is needed. Like it or not specifics on corrective actions and deadlines need to be given.
Angry customers do not like vague answers. Today, every customer is a SMART customer and can smell poor excuses a mile away. Lastly, I cannot agree more that in today’s world “sorry” is simply NOT good enough. It is just a word.
An organization needs to demonstrate in clear actions how a “sorry” can compensate a customer who has suffered.
The disastrous IT failure at British Airways (BA) that ruined travel plans for more than 75,000 has sent the company’s reputation and share value into a sharp dive, and its poor communication is surely not helping.
The airline’s parent company, International Airlines Group, saw a drop in stock of more than 4% on Tuesday; it finished the day down 0.41% on Wednesday.
Analysts at Citigroup estimated that the IT problems could cost British Airways around EUR 100 million.
According to YouGov Brand Index, which measures consumer perceptions of brands, BA’s “Index” score, which is a combination of metrics including quality, value and reputation, has also plummeted. It dropped by a statistically significant 9.5 points over the past week on a list of the UK’s 28 biggest airline brands.
The chaos all began when the airline’s computer systems went down on Saturday(27 May 2017) and there was no functioning back-up. UA cancelled all flights and only managed to resume full version Tuesday(30 May 2017), with thousands of passengers now still without their bags.In response to the turmoil, Alex Cruz, the chief executive and chairman of British Airways, said sorry a couple of times through three videos BA released on social media as well as its online press-room, yet he has refused to be publicly questioned and declined calls to step down.
According to The Daily Mail, he had even emailed staff members, urging them not to comment on the meltdown as the company “are not in the mode of ‘debriefing what happened’ but rather ‘let’s fix this mode’.
…If you do not want to get involved or cannot get involved, I would kindly ask you to refrain from live commentary, unless it is a message of support to the thousands of colleagues that love BA as much as you do.
– Cruz in his letter to the UA staff members.
Angry Twitter comments revealed that unclear organisations and explanations had left thousands of passengers stranded in airport terminals. Many waited hours for just a Twitter response, and some passengers were unable to call its customer services centre, or were directed to a phone line that costs at least 50p (HK$5) per minute when called from a mobile phone.
Adding fuel to the fire was the airline’s announcement on Monday, which said passengers who gave up on waiting in airport queues or on hold to the call centre were not entitled to the airline’s coverage of the cost of additional tickets.
The airline has now reportedly soften its approach, saying it will look “on a case-by-case basis”.
“It’s safe to say the airline hasn’t handled the crisis very well,” said Alan Casey, partner at Prophet.
In the first place, Casey said the information released by BA is believed by many to be incomplete, yet customers expect full transparency when a problem occurs – how long the problem would last, why it is happening, and the structural changes that the brand would made, both operationally and culturally. Casey said users expect the brand to explain how they would get back in control as soon as possible.
Although the brand explained the cancellation was caused by a worldwide IT systems failure, people familiar with IT will know it’s not usual to experience such destruction in a well-established company like BA. Such suspicions will destroy trust fundamentally, Casey explained.
“Either people would question if it is something else, for example, if the system is being hacked, and that BA is forced to shut down the whole IT system; or they will suspect BA had over-cut its IT budget. These two suspicions lead to concerns: could BA’s quality and maintenance be affected by the IT meltdown?”
Trust is fundamental, especially when it comes to an airline company. Customers do not want to fly on a system they believe is not safe or trusted.
Vincent Tsui, chief marketing officer at Next Mobile Ltd, agreed that BA should clarify speculations as soon as possible. “It would solve many problems if they could clarify that the chaos has nothing to do with BA, and they have yet to formally respond.”
However, Tsui said it is understandable for Cruz to refrain from being publicly questioned, and asked front-staff to keep silent.
“The larger the corporate is, the harder it is and the longer it takes for the CEO to understand which part went wrong in a catastrophic event,” Tsui explained. “It’s better though, if the chief can give a clear and concrete timeline on the steps that BA will take. For instance, he could say they will undergo a deep investigation on the issue and report two weeks later, so concerned customers and investors know what to expect.”
Furthermore, Tsui suggested BA explain its compensation through an FAQ on social media as soon as possible, as it would answer most of the passengers’ inquiries and help lift the busy customer service team’s burden.
“Going forward, people will still take British Airways, but it would be harder for the brand to charge a premium, with customers no longer feeling inclined to pay extra for the airline’s claim of quality,” said Casey. “The two remedies they should take now is to be over-communicating and over-compensating: being especially open on the information they have and the time BA would need to get the problems resolved, and make it up to the people most affected.”
“Sorry would not be enough – BA will have to invest in showing they are taking the crisis seriously.”
Drawing reference from Toyota’s vehicle recalls controversy between 2009-2011, which demonstrated a change in both culture and production line, Casey advised BA to show they are revamping its leadership and customer services to prove it is still a world-class airline brand.