Attitude and Customer Liaison


Attitude is not always easy to understand, train or instill. It is generally defined as a positive, enthusiastic and helpful attitude – somebody that seems more alive and dead, it means somebody who seems to enjoy what they do or enjoys dealing with customers, not just somebody who happens to do this as a job to earn a living. Even though this may be true, a good customer service experience is one where the customer service person pretends if nothing else, that they enjoy their job – they like doing what they do and they are pleased to see the customer. If the customer representative can do this, the customer will pretend to enjoy buying from them and pretend enough that they will probably come back.

One of the most important aspects of attitude is when the customer is dissatisfied. The customer will then seem to view life through a telephoto lens and every detail or every aspect of the interaction will come under scrutiny. Therefore, the attitude must be to look at a glass of water as half full, instead of half empty.

One of the most important and outward expression of attitude is the verbal and non-verbal behavior that people use at critical times. Simple expressions, such as: ‘I can do that’ or ‘There’s nothing I can do’ or ‘That’s our company policy’ or ‘I only work here’ or ‘You’ve come through to wrong extension,’ only frustrate the customer. Some of these factors, of course, may not be because of anything the person can do; however, it is their attitude that will often create more of an annoyance with the customer than the policy itself. A simple solution to this is that whenever somebody has to be told they can’t do something, within the same sentence they have to know what they can do or may do.

The attitude that will work, if you can instill it, is that every single customer is your most important customer. Instead of seeing a customer for the transaction value that they spend at that time or for the nature of their enquiry, see the customer as a million dollar customer, somebody who has access to large revenue, either through their direct spending or indirectly through referrals and repeat business.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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Inflation


Inflation is a rise in the general level of prices. The most commonly reported measure of inflation is the annual percentage change in the consumer price index (CPI). The consumer price index tracks changes in the prices of a group of goods and services that most consumers buy. Prices are increasing when the CPI is positive and decreasing when it is negative. One major cause of inflation is the relationship between wages and productivity. Productivity is the output per worker hour. When wages increase faster than productivity, the result is inflation. The amount we can consume of any product depends upon the amount we produce. When wages go up but output does not, we have more money income but not more purchasing power. This occurs because the total supply of goods available for purchase has not increased as rapidly as the amount of money in circulation. The combination of rising wages and constant or sagging output exerts an upward push on prices.

Wage increases in one industry often put pressure on other industries to increase wages. Another cause of inflation is the expectation that inflation will continue in the future. Labor unions demand wage increases in anticipation of expected increases in the cost of living. Manufacturers raise the prices of their products in anticipation of future labor and raw material; cost increases. Consumers borrow money to finance today’s purchases in the belief that prices will be higher tomorrow. Some economists argue that inflation subsides only when people believe that it will subside.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

High Stress Level


A small business is likely to provide a living for its owner, but not much more. There are always worries about competition, employee problems, new equipment, expanding inventory, rent increases, or changing market demand. In addition to other stresses, small business owners tend to be victims of physical and psychological stress. The small business person is often the owner, manager, sales force, shipping and receiving clerk, bookkeeper, and custodian. Many creative persons succeed or fail, not because of their business concepts, but rather because of difficulties in managing their business.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Investing in Success


To get profit without risk, experience without danger, and reward without work is as impossible as it is to live without being born. Succinctly, there is no success without sacrifice. But is sacrifice bad? Like many words, the word “sacrifice” is misunderstood. To most people, sacrifice means giving up time or money, or enduring hardships, or doing something unpleasant. Now, it is true that sacrifice may mean those things. But that is only half the definition. The other part of the definition, the one that is almost always overlooked, is to gain something even more valuable.

The complete definition of sacrifice is give up something of value – money, time, or energy – to gain something of even more value – more money, a higher standard of living, better education for the kids, or other valuable considerations. Sacrifice means give up a little now to receive more later.

Sacrificing then means investing. We give up something today so we will have more of something tomorrow. Anyone who wants to achieve maximum success must be willing to sacrifice or invest now for reward later. To validate this point, consider the following:

  • A majority of people reaching age 65 have little savings, investments, or other valuables – this after spending 45 adult years in the richest society ever known. Had these people in poverty and near-poverty invested only ten percent of what they had earned in one of hundreds of “sure” investments, they would be very well off financially, and the social security system could be phased out completely.
  • Many young people feel that 35 0r 40 hours a week is all they should work. Being asked to work more than that is such a “big” sacrifice, many try to find another job.
  • Millions of people performing tasks that are rapidly being taken over by robots and computers think it’s too much of a sacrifice to learn new skills that are increasingly in demand.
  • Rather than invest part of what they earn, millions and millions of people give way to temptation and buy things on a certain plan.
  • And millions of students, rather than sacrifice and really learn a subject, use every conceivable technique to pass a course except to learn the material.

On the positive side, there are some people of all ages to be commended for their willingness – and good sense – to sacrifice. Sacrifice is an investment that means more than just money. Sacrifice means deep satisfaction in helping others to find joy in this world.

Happiness, achievement, money, promotion, reward, love, and anything else of value are gained only through sacrifice. Make sacrifices. They eventually lead to success.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Construing Development


Development may refer to a desired end state, or the precondition which permits what is desired. If the latter, then it easily links to neutral definitions of development as a type of fundamental change. Instrumental definitions have long been popular, with development seen as providing opportunity to achieve what one wants, allowing choice between different goods and ways of life.

Development embraces not only access to goods and services, but also the opportunity to choose a fully satisfying, valuable and valued way of living together, the flourishing of human existence in all its forms and as a whole.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Deficit Budget


If you do not earn enough to cover your expenses and show some profit, then you have to consider what to do about it. There are four possibilities:

  1. You can raise your rates, something that, ironically, freelancers seem most reluctant to do, it is the first thing most business owners would think of doing in such a situation, if they possibly could.
  2. You can increase your workload. This is feasible in some fields and not in others. Most editors, for example, cannot learn to edit any faster, and their income is limited by how much they can physically accomplish. On the other hand, you may subcontract, that is, hire someone to work for you and take part of his or her earnings. This works especially well if you can find someone to train who wants to learn you trade. You can also often subcontract with colleagues when they are in slow periods.
  3. You can expand into related kinds of work that pay better or that you can do faster. One editor, learned to do indexing. Fewer people have indexing skills compared to the number who copy-edit, and the hourly rate for indexing is higher than for copy-editing and proofreading.
  4. Finally, you can reduce your expectations. While freelancers can do and earn a healthy living, free-lancing will probably not make you rich. As a general rule, unless rare luck strikes, or you are willing to expand through subcontracting or finding new and more lucrative areas in which to work, your income will probably not soar dramatically. On the other hand, it should rise steadily, and it must keep pace with inflation.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Roadblocks to Transformation


The baggage from the past—old habbits, practices, commitments, and ways of thinking—that must be shed is enormous. Unless it is shed, however, the required changes cannot or will not be made. Let’s examine the roadblocks that will inevitably make it difficult for many companies to make the kind of transformation I am talking about:

  1. The first is a reluctance on the part of many managers to face the real facts about their markets and competitive positions.
  2. The second roadblock is a failure to recognize the crucial importance of being a lower cost supplier.
  3. The third is a bureaucratic approach to managing the business in a way that resists change and smothers the entrepreneurial sense of urgency.
  4. The fourth roadblock is an arrogant self-satisfaction with existing product offerings that makes the business vulnerable to being “blindsided” by shifting customer needs, new competitors, and new technologies.
  5. The final roadblock is an apparent lack of urgency and confiodence in the sales groups that have become conditioned to earning a living by simply taking orders.

 My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

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