Customer service lessons from Tony Soprano and Club Med

Written by Cathy Goodwin


Continued from page 1

Your client will most likely be less connected, less violent and less persistent. But you may find yourself dealing with someone who is equally determined not to play by your rules. A lesson from Club Med

The wrong customer can harm everyone and experienced service companies know it. Suppose you signed up for Club Med withrepparttar idea that you were going on a retreat, whererepparttar 106521 "wild night out" would be a fireside poetry reading. As soon as you realize your mistake, Club Med will fly you back home and refund all your money. Bad attitudes are contagious.

You may not be as focused as Club Med, but your process will most likely work best with a certain type of client. A cynical client will challenge your value. A client who trusts without questions will easily feel betrayed.

In summary

Service businesses thrive on established processes and systems to serve clients, rather than relying on ad hoc "whatever happens" policies. The "wrong client" drains energy and can drive away "right" clients. By staying focused you can direct energy to building relationships with customers who enjoy each other's company and help you find others who, like them, will value what you offer.

Cathy Goodwin, Ph.D., author of Making the Big Move, helps midlife professionals navigate career and business transitions. "How Smart People Can Derail Their Transitions" complimentary Special Report http://www.cathygoodwin.com/subscribe.html . Contact: http://www.cathygoodwin.com/feedback.html Phone: 505-534-4194


Midlife Career Change Can Feel Like Getting a Divorce

Written by Cathy Goodwin


Continued from page 1

5. Those left behind begin to feel abandoned. Are you leaving for a new love, an opportunity that will be livelier, more exciting, and yes, even sexier? Worst case: you're leaving for a new career that your former associates find entirely unsuitable.

6. You have started projects that you will be unable to finish because your new life has no room for them. Anyway, without your former big-name affiliation, you have no credibility to raise them to a level you can present or sell.

7. Your new identity gains you access to new and exciting places, but people treat you differently. You feel naked withoutrepparttar old title on your business card.

8. The rules ofrepparttar 106520 game have changed sincerepparttar 106521 last time you were unattached. And this time around, you're less interested in those "how to get lucky" sessions.

9. You spend more time inrepparttar 106522 gym. You spend hours walkingrepparttar 106523 dog. You try new hair styles, dare to enter an art gallery, read your first self-help book and consider talking to a professional who bears little resemblance to Jennifer Melfi.

10. You're starting to think, "Being on my own forrepparttar 106524 rest of my life may not be such a bad thing."



Cathy Goodwin, Ph.D., author of Making the Big Move, helps midlife professionals navigate career and business transitions. "How Smart People Can Derail Their Transitions" complimentary Special Report http://www.cathygoodwin.com/subscribe.html . Contact: http://www.cathygoodwin.com/feedback.html Phone: 505-534-4194


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