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GREAT COMMUNICATING
Practical tips for those who lead people or serve customers

Publisher: Kelly J. Watkins
Issue: September 2002 Copyright 2002 Kelly J. Watkins
kelly@keepcustomers.com  http://www.keepcustomers.com

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#### In This Issue ####

1. Communication Skills Article
2. BONUS! Leadership Skills Article
3. Customer Service: 5 Quick Tips
4. Communication: 8 Quick Tips
5. Kelly's Kooky Korner (Humor)
6. Speaking/Training Services
7. Reprint Information (as easy as 1-2-3)

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1. Communication Skills Article
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CHOOSE THE BEST METHOD OF COMMUNICATION
By Kelly J. Watkins, MBA

Today's technology has provided us with so many forms of
communication that we often grab for the nearest gadget without
asking an important question, "Which gadget is best?" What is the
most effective method of communicating for this situation?

Should you make a telephone call, or would it be better to visit
in person? Should you whip off a quick email message or type a
formal letter? What about a fax? Should you page the person and
have him/her return your call? Is it acceptable to call this person
from your wireless phone? Do you need to schedule an in-person
meeting, or would a videoconference be more efficient? Do you
need to arrange a teleconference, or will three-way calling
suffice? Should you call the other person on his/her wireless
phone?

Technology offers many options for communicating and for
miscommunicating. To be effective, you need to make the
right choice. Here are several elements to consider.

Start by considering your audience. If someone hates email,
don't use it to convey bad news. If a client dislikes wireless
phones, do not call him/her from yours. If your boss is annoyed
by pagers, don't page him/her unless it is vital.

Ask yourself, is it acceptable if there is a lag time between when
the message is sent and when it is received? Be careful when
determining what is "quick" communication. For example,
email isn't necessarily fast. Simply because email is SENT
instantaneously doesn't mean it's RECEIVED that quickly.
Some people only check their email once a day or once a week.
Regular mail is notorious for being slow. There is a reason it
is nicknamed "snail mail." If you have a quick question or need
a clarification, pick up the telephone or walk across the hall.

Is there a chance the communication could be misunderstood or
misinterpreted? If so, use face-to-face contact. This allows you
to obtain valuable non-verbal feedback. Also, you can receive
this feedback immediately. If you email or mail a proposal or
report, you won't receive feedback until you're done. Then, it's
too late. Remember, too, that a videoconference is another way
to achieve face-to-face contact.

Are you trying to build a relationship? Whether the person is
a coworker or a new client, look for the most personable methods
of communicating. Make a telephone call. Pay a personal visit.
Write a nice letter.

Is the appearance of the letter or proposal important? If a
potential client will be making ten copies of your proposal and
distributing it to the Board of Directors, consider sending the
copy via regular mail - in a flat envelope.

What is the volume of information that is being communicated?
Faxes and emails are best suited for sending brief pieces of
information. For more lengthy dissertations, consider regular mail.

Does the communication require input from several people, or are
you brainstorming ideas? If so, consider a face-to-face meeting
or a teleconference. That way, everyone can participate at once.

If you need time to think about your reply, avoid the telephone.
By using a written format, such as a letter, an email, or a fax,
you have time to consider the matter. Also, if a client is asking
detailed pricing questions, you can eliminate confusion (and
protect yourself) by putting it in writing.

Is a client in a different time zone than you are? If he/she is
three (or thirteen) time zones away, it may be easier to send
a fax or email than to coordinate when to contact him/her by
telephone.

Finally, in this age of technological gadgets, don't underestimate
the power of a hand-written note. That is one way to truly stand
out among the competition. How many of your competitors will
take the time to hand write a note to a potential client?

Use today's technology to your advantage. Don't sabotage your
message by choosing the wrong method of communicating it.
Make a conscious decision about the most effective medium
for your situation.

#####

We'd be delighted for you to use this article. Reprint info below.

To preview Kelly's book "Email Etiquette Made Easy," visit
<http://www.keepcustomers.com/email_etiquette.htm>

To immediately download the entire book, visit

<http://www.keepcustomers.com/customer%20service%20books.htm>


***** Attention CPA's! *****

Kelly has written a CPE self-study course "E-talk: Tips for
Using High Tech Communication Tools." This 200-page course
offers tips on communicating effectively via email, telephone,
voice mail, teleconferencing, wireless phones, pagers. To order:
call 888 777-7077. The product # is 731300.
Or, visit <http://www.cpa2biz.com/CPEConferences>. Go to bottom,
under Self Study heading, select More. On the Left, select
Information Technology category. "E-talk" is at the bottom.

*** NOTE: This "E-talk" course is available to EVERYONE.
It's not restricted to CPA's. Check it out!

=======================================
2. BONUS! Leadership Skills Article
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LEADERSHIP LESSONS FROM ANTARCTICA
By Kelly J. Watkins, MBA

In the harsh climate that is Antarctica, leadership skills equal
survival. In your company, leadership skills equal success.
In your personal life, leadership skills equal sanity. Are you
a good leader?

In the early 1900's, three explorers vied to be the first to the
heart of Antarctica: the South Pole. The successes and failures
of their journeys were determined by their ability to lead.

One of these explorers was Roald Amundsen from Norway. His
original goal was the North Pole. He studied, prepared, and
trained for years. He did research by spending time in northern
climates to learn about survival in the cold. When Amundsen
was ready to set out on his journey, he discovered Robert Peary
had beaten him to the North Pole.

Did Amundsen whine? Did he complain because another company
received the business? Did he give up because a coworker with
less experience got the big promotion? Did he take his toys,
leave the sandbox, and go stomping home to Mommy? No. He simply
turned his ship around (literally 180 degrees) and headed south. He took
all his knowledge and training and found a way to use them. He
made a new goal. He would be the first person to the South Pole.

ASK YOURSELF: What do you do when you encounter disappointment?
Do you react like a leader?

Another explorer was Robert Scott. He won the throne's favor, and
mighty England paid for his expedition. But, he didn't prepare
well. He didn't embrace innovative ideas if they weren't his
own. He didn't listen to others' suggestions.

ASK YOURSELF: Are you willing to make changes and accept ideas
from others? Do you react like a leader?

The third explorer was Sir Ernest Henry Shackleton. He was also
British but was unable to garner financial backing, since Scott's
expedition was already funded. Did he give up? Did he complain,
"It's not fair. All the dot.coms are getting the venture capital,
and I can't get any money to expand my business"? Did he say,
"I could do so much more, but they keep cutting my department's
budget"? No. He kept trying until he raised the money.

After enduring an incredible journey, Shackleton came within
97 miles of the South Pole - when he realized there wasn't enough
food. He had two choices. He could continue on and achieve his
life-long dream, knowing some of his crew would die of starvation.
Or, he could turn around and bring his team home safely.

What do you think he did? He chose to go back.

ASK YOURSELF: Are you willing to put aside personal agendas and
make sacrifices for the good of the team and the good of the
organization? Do you react like a leader?

Scott reached the South Pole on January 17, 1912. Upon arrival,
he found a note from Amundsen. Yes, Amundsen was the first
person to reach the South Pole. He had beaten Scott by a mere
four weeks.

Scott made it to the South Pole primarily on luck. When he and
his crew were within eleven miles of their base camp, their luck
ran out. They encountered a ferocious storm. Sadly, Scott and
his crew perished. All that survived was his journal.

Consider two perspectives. First, if you were a follower, which
of these three explorers would you want as a leader?

Now, consider the second, more important, perspective. Ask
yourself, "Are you being that type of leader?" You expect
others to follow you, but are you reacting like a leader?

#####

We'd be delighted for you to use this article. Reprint info below.

***** "Leadership Lessons from Antarctica" Speech *****

The stories inspire and entertain. The photos are stunning. The
lessons are clear. Discover practical techniques to communicate
more effectively as a leader. To learn more:
<http://www.keepcustomers.com/customer%20service%20seminars.htm>
or <mailto:info@keepcustomers.com>

===================================
3. Customer Service: 5 Quick Tips
===================================

DEALING WITH UPSET CUSTOMERS
By Kelly J. Watkins, MBA

1. Recognize that complaints are good.
Only 4% of upset customers complain. The other 96% simply leave
and never come back. A complaint gives you the opportunity to
resolve the situation.

2. It's cheaper to solve the problem.
It costs six times more to obtain a new customer than to
retain a current one.

3. Create a customer for life.
Customers are not accustomed to having their problems resolved.
They expect to go home mad. When you take the time and effort
to fix their problems, you create customer loyalty.

4. Watch your wording.
Instead of saying, "This is the ONLY thing I can do," try saying,
"Here is what I can do."

5. Offer alternatives.
Customers get frustrated when they feel out of control. Put them
back in control by letting them make choices. "Here are two
options." The customer may not be thrilled with the selections,
but at least he or she can choose.

#####

For more FREE tips, visit:
<http://www.keepcustomers.com/customer%20service%20tips.htm>

***** Customized Seminars *****

Customer service workshops are customized to meet your objectives
with examples and activities relevant to your employees. No
generic stuff here! <mailto:info@keepcustomers.com>

================================
4. Communication: 8 Quick Tips
================================

COMMUNICATE WITH A POSITIVE ATTITUDE
By Kelly J. Watkins, MBA

1. When all else fails . . . laugh.
Learn to laugh at yourself and at the things that happen to you.
As a speaker, I often say to myself, "This will make a great
story for a speech - when I get over it!"

2. Let go of the negative.
When you hear yourself saying negative things (out loud or
mentally), STOP! Don't waste your time and energy.

3. You are what you . . . think.
So, think about positive things. When you let go of the negative
stuff, you have room to concentrate on the positive.

4. Moods are contagious.
What attitude are you conveying? Are you "infecting" others
with a good or bad mood?

5. Avoid negative people.
Instead, surround yourself with people who are positive.

6. Control your reactions.
You can't always control what happens to you. But, you can
always control how you react. You're in complete control of
your emotions.

7. No one makes you mad.
You choose to get mad, sad, or glad. So, choose to be happy.

8. Keep life in perspective.
Before losing your temper, ask, "Is this really that important?"
Compare it to the things that truly matter in your life. Don't
let the pesky, little things upset you.

#####

Test your communication skills! Take a fun quiz at
<http://www.expressiveconcepts.com/communication_quiz.htm>

***** Customized Seminars *****

Communication skills workshops are customized to meet your
objectives with examples and activities relevant to your employees.
No generic stuff here! <mailto:info@keepcustomers.com>

==========================
5. Kelly's Kooky Korner
==========================

Q: What is the definition of a good speech?
A: An Introduction and a Conclusion placed not too far apart.
-- Anonymous

Q: What's black and white and "red" all over?
A: A newspaper
-- Anonymous

Food for thought:
Why do we park on a driveway and drive on a parkway?
-- Anonymous

These thoughts are reprinted from "Little Moments to Cherish"
=> Holding hands
=> Licking the cake batter from the bowl
=> Breakfast in bed
=> Dogwoods blooming in the spring
=> Hitting the traffic light when it's green
-- Kelly J. Watkins

#####

***** Book: "Little Moments To Cherish" *****

To order this book with an inspirational thought on each of the
256 pages, <http://www.keepcustomers.com/customer%20service%20books.htm>.
Want the book AUTOGRAPHED? Simply provide us the name.

***** Motivational Keynote Speech *****

The entertaining and educational "A Little Bit Matters" Keynote
reminds the audience how important little things are when serving
customers. To learn more <mailto:info@keepcustomers.com>.

For more FREE Kooky Komments, visit:
http://www.expressiveconcepts.com/customer.htm

================================
6. Speaking/Training Services
================================

A few dates are still available on Kelly's calendar for FALL 2002.
Inquire now! Planning an event for 2003? Book now, and receive
the 2002 rates! <mailto:info@keepcustomers.com>

POPULAR KEYNOTE SPEECHES:

*** Leadership Lessons From Antarctica ***

Be the type of leader you'd want to follow! This visually-stunning
and inspirational keynote includes techniques for communicating
as a leader. The inspiring stories show how to survive in harsh
environments - whether it's Antarctica or in your industry. The
entertaining examples and accompanying photos provide specific
suggestions to help you communicate more effectively as a leader.
Be entertained! Be educated! Be a leader!

*** A Little Bit Matters ***

How do you exceed customer expectations and create memorable
experiences? By occasionally doing big things? No. The best
way to impress your customers is to do the little stuff. All the
time. Be entertained while discovering specific techniques you
can use, along with the motivation to implement these ideas
consistently.

POPULAR COMMUNICATION SKILLS SEMINAR:

*** Who Am I? Who Are You? Why Are We Working Together? ***

Identify your behavior style. Build on your strengths and work on
your limitations. Determine the behavior style of employees,
co-workers, and customers. Then, adapt your style to communicate
more effectively and build better relationships.

Applications: Team Building, Leadership Development, Supervisory
& Management Skills, Professional Development. (Kelly is a
Distributor for DiSC TM Materials.)

POPULAR CUSTOMER SERVICE SEMINAR:

*** Train Employees to Give Exceptional Service ***

The only thing that distinguishes you from the competition is
your employees . . . and the level of service they offer.
Discover practical techniques for developing customer-oriented
employees. Learn specific activities you can use to make
training fun and educational, so the information will be retained
and applied.

#####

To learn more about Keynotes and Customized Seminars, visit:
<http://www.keepcustomers.com/customer%20service%20seminars.htm> or
<mailto:info@keepcustomers.com>.

=============================================
7. Reprint Information (As Easy as 1-2-3)
=============================================

All of this ezine material is copyrighted. But, we like to share!
You have permission to use the information. All you need to do is:

1. Use the item in its entirety.
2. Give the byline to: Kelly J. Watkins, MBA.
3. Include this complete contact info at the end:
Kelly J. Watkins, MBA, international speaker: (812)246-2424;
<mailto:info@keepcustomers.com>  www.keepcustomers.com.

We would appreciate a copy. Thanks for helping make the world
better communicators!

#####
Happy Communicating!
Copyright 2002 Kelly J. Watkins
 

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