Ezine Arcive
The Award-Winning Monthly Resource for Professionals ################################################# OUTCOME FOCUS REPORT Circulation 32,515 Vol 63 – March, 2006 Publisher: Anne Warfield mailto:ezine@imp.us.com 888-imp-9421 or 952-921-9421 http://www.impressionmanagement.com © Impression Management Professionals 2006 ################################################# By subscription only! Go ahead and pass this to friends. If you receive this from a friend and you want to receive your own copies, just email mailto:ezine@imp.us.com and put "Add me" in the subject line. To remove yourself from this list see bottom of this email. ========================================================= IN THIS ISSUE ========================================================= 1) What's In The News? 2) Outcome Focus Situation/Solution - How To Deal With a Botched Account 3) Anne's Aha 4) Resources To Learn More ========================================================= 1. What's In The News? ========================================================= Learn more about Imp’s Monthly Presentation Skills Seminar at the IMP Institute in Minneapolis, MN! Upcoming Presentation Skills Seminar Dates in Minneapolis, MN: April 27-28, 2006 Upcoming Negotiation Skills Seminar Dates in Minneapolis, MN: June 22-23, 2006 Follow this link for more information, http://www.impressionmanagement.com/coaching.shtml or, email me at mailto:ezine@imp.us.com ++++++++++++++++++++++++++++++++++++++++++++++ Create your own email list using List Builder: http://www.listmedia.com/listbuilder/00623 ++++++++++++++++++++++++++++++++++++++++++++++ ========================================================= 2. Here's This Months Outcome Focus Situation/Solution ========================================================= Use as a training tool: Present the situation below to the group and have them brainstorm how they would best handle the situation. Then share the Outcome Focus answer and see how it relates or differs from solutions the group found. How To Deal With a Botched Account Anne, we have an account that we have really screwed up. Their last few shipments of products have had some problems and sadly, we have not been the fastest at solving these. They have told me they are not sure what to do as our contract renewal is coming up soon. They have been with us for 3 years and this is the first time we have been having problems with their shipments and products but it is a critical time for them as they have just had some management changes. What can I do? Other person’s perspective: They have been a loyal account for a long time and now they may be feeling forgotten, taken advantage of and perhaps embarrassed in front of their new management due to the problems. They want to know that if they stay with you this won’t happen again. How to handle: This is your time to really shine for the customer. If you defend, or try to explain away why the problems are happening you will just tick them off. You want to cement a positive relationship. First you need to go to your key contact at that company and I recommend saying, “Susan, you have been a valuable customer for over 3 years with us. I know the last few shipments from us have not gone smoothly and I can only imagine the pressure that put on you especially with new management. I wanted to briefly chat with you about what we are doing to correct that as well as what steps you believe should be taken to share with your new management what we are doing and how we will move forward.” (Here share what you are doing and get her input). At the end say, “Susan, Thank you for your time. I know that up until now we have had things run smoothly for you and this bump has been really annoying for you. I will take the steps you mentioned to address this with your management so they can see what is being done and how you have been instrumental in making those changes. The bottom line is I apologize for this and look forward to serving you without any hiccups.” SPECIAL NOTE: Send Anne your situation to be included in an upcoming E-zine. mailto:ezine@imp.us.com ========================================================= 3. Anne's "Aha" ========================================================= Listen to Anne speak about Negotiation Skills! Click on this link: http://www.audioblogger.com/media/30006/98720.mp3 ************** Want To Perfect Your Communication Skills? ************* Order Anne's Book Today, Outcome Thinking: Getting Results Without The Boxing Gloves! Follow the link below: http://www.impressionmanagement.com/products.shtml **************** Quotable Quotes: **************** “The most important trip you take in life is meeting people half way.” Henry Boyle ========================================================== 4. I Want More Resources So I Can Perfect My Skills ========================================================== Order Your Success Tools Online: http://www.impressionmanagement.com/products.shtml ========================================================== FREE ARTICLES AND BACK ISSUES ========================================================== We have many articles available for your publication, company news letter, etc. Articles can be viewed at http://www.impressionmanagement.com/articles/index.shtml All you have to do is print the article in its entirety along with the byline at the top and the credits, and complete contact information at the end of each article. I would appreciate a tear sheet or electronic copy too. Back Issues of the Outcome Focus E-zine can be viewed at http://www.impressionmanagement.com/ezine/index.shtml =========================================================== About Anne and IMP =========================================================== Anne Warfield, CSP* President Impression Management Professionals 15768 Venture Lane Minneapolis, MN 55344 952-921-9421 888-imp-9421 952-921-9420 Fax Email: mailto:ezine@imp.us.com Visit us at: http://www.impressionmanagement.com "A true leader is not one you look up to because they are the best. A true leader is one that draws the best out in you." Anne Warfield *CSP- Certified Speaking Professional; a designation held by only 7% of all speakers nationwide Member of the National Speakers Association <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> Copyright 2006, IMP. Feel free to share information you learn. All we ask is that you credit us as the source as everything we are putting in here is copyright protected by our office. Copyright note: Submission of an e-mail message or artwork affirms that you are able to and have given Anne Warfield non-exclusive permission to reprint the content of your message in all forms, electronic or otherwise, in all languages throughout the world. Privacy Statement: We will not distribute your address to anyone. Period. If you received this from a friend and you want to receive your own copies, just email mailto:ezine@impressionmanagement.com and put "Add me" in the subject line. To remove yourself from this mailing list, simply follow the instructions at the end of this email. or, Forward a copy of this message to mailto:ezine@imp.us.com with the word "Remove" in the subject line. <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>> <<<>>
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