Marion's Communication Tips

Marion Grobb Finkelstein offers practical, proven and powerful communication tips you can put to use in the workplace. She'll help you increase morale, confidence and productivity by changing the way you communicate. You'll have communication tools to connect with colleagues, clients, employees and bosses... fast!

I Just Had a Meltdown!

by Marion Grobb Finkelstein, 0 Comments

Apr 2013

I had a day I wouldn't want to relive. You've probably had them too.It started out beautifully.

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Chew on This

by Marion Grobb Finkelstein, 0 Comments

Apr 2013

Do you chew gum? If you do, here's a few things to consider. If you don't, you've likely noticed what I'm about to describe.

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Client Service Sucks

by Marion Grobb Finkelstein, 0 Comments

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3 Signs that You're a Headache Client

by Marion Grobb Finkelstein, 2 Comments

When was the last time you were a client? Chances are it was very recently. Whenever you shop, you're a client. When you call a business for info, you're a client. When you ask a colleague for something, yup, you're a client there too.

Have you ever wondered what type of client you are?

How you communicate with those who you want to serve you affects the type of service you receive. Are you the type of client that draws the best out of service people or do you drive those serving you around the bend?

Here's some surefire, telltale signs that you just might be a dreaded "headache client":

SIGN #1: YOU DON'T RESPOND. When someone is serving you and requires information, if you are slow to provide it and don't respond at all, you become part of the problem. They can't help you without you helping yourself. Even if you don't know the answer, have the courtesy to let them know that.

SIGN #2: YOU PESTER. Browbeating the service or product provider for excessive information, grilling them relentlessly and multiple times on the same issue that they've already responded to, requesting draft and draft after draft of a document rewrite, requiring inordinate amounts of their time before a contract agreement is even signed, and constantly challenging the provider's expertise may serve to get you at the bottom of the service list, not the top. You're too high maintenance. Be organized and don't expect the provider to spoon feed or babysit you.

SIGN #3: YOU EXPECT THE PROVIDER TO CHANGE ALL THEIR SYSTEMS JUST BECAUSE IT'S YOU. Every company, organization or individual has a certain way "of doing things". So does your provider. Find a middle ground, create options. For example, instead of making the provider wait 30 days or more for payment (your norm) versus their usual payment upon delivery, how about walking the invoice to your finance people and making sure that payment is issued before the 30 day max instead of at the end?

If you recognize yourself in any of these points, take heart -- it means you're human! We all are less than ideal clients sometimes. The good news is that now that you're aware of some telltale signs, perhaps you understand more the other perspective and are now willing to consider changing your behaviour.

Being a good, communicative, low-maintenance client is in your best interest as it assuredly increases your chances of receiving good service. And isn't that what you want and deserve? Probably as much as the supplier wants and deserves a great client.

Until next time, here's to ...
Better communication, Better business, Better life,
Marion Grobb Finkelstein
COMMUNICATION CATALYST
Keynote Speaker / Corporate Trainer / Author
www.MarionSpeaks.com
Marion@MarionSpeaks.com

www.facebook.com/MarionSpeaks

WANT TO USE THIS ARTICLE IN YOUR EZINE OR WEB SITE? You can, as long as you include this complete tagline with it: Communication catalyst, author, and professional speaker Marion Grobb Finkelstein motivates and teaches individuals and organizations across Canada and beyond, how to improve morale, confidence and productivity by changing how they communicate. Get weekly hands-on tips by signing up for "Marion's Communication Tips" at www.MarionSpeaks.com

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Don't Say No

by Marion Grobb Finkelstein, 0 Comments

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Clean Up Your Image

by Marion Grobb Finkelstein, 0 Comments

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Clean Up Your Image

Have you purchased any of those web bargain coupons? They're all over the place -- WagJag, Daily Deals, Social Living and more. I've scooped many of them with great success ... and then, some that were less than shining successes, like the one I used this week.

I had a wedding to attend, so I figured it was a perfect time to use my voucher for manicure and haircut that I'd purchased. I'd never gone to this place before, never even knew about it, so I arrived with no preconceptions.

My first impression began from the moment I pulled up in front of the shop. It seemed like a nice enough place in a neighborhood that was being revitalized and soon becoming a trendy hot spot. It struck me that this hair salon had potential, yet had clearly not kept up with the times. Apart from being dated, the thing that struck me the most was its untidy appearance.

It wasn't dirty per se, just unkept. Hair clippings were left on the floor from the cut of a previous client. The storage area enroute to the bathroom was piled with dirty pails and clothes. The baseboards were scuffed, marked and in sorry need of a repaint. The tile floor sported dust that had been dragged in. The posters on the wall had been there for enough time that the thumbtacked corners were beginning to curl ever so slightly.

These surroundings left me with a sense that the shop owner didn't really care, didn't take pride in his work, and didn't give a hoot about what his clients thought or needed. All this made me wonder if I could trust him with my business. Was he competent? Organized? Professional? Mmmm, I had to wonder. This image did not match the image I had in my mind of a well-run beauty shop.

Now think about your workplace. What type of impression does it give? Do your work surroundings project the image that is consistent with your brand, the quality of your work, and what you want to be known for? Does it reflect a professional and organized approach, or are all your files or supplies sprawling across your desk in complete disarray? It might be "organized confusion" for you and give a completely different message to others. For your client, colleagues and bosses, it may be shouting, "WARNING: stay away! Disorganized person works here!". Nothing may be further than the truth. However, clues lead to conclusions and people may read these environmental surroundings as warnings that your work is out of control.

Why risk it? Why not stack the deck in your favor and project the image that instills a sense of confidence in your abilities? You deserve no less.

It might be unfair that the world judges books by their covers. Whether we like it or not, it's also the reality. When the image you project doesn't match what people expect, that gap between expectation and reality may not serve you well. It may be making it harder for you to get the recognition, the pet projects and the rewards that you deserve.

The good news is that there's one person and one person only who controls your workplace environment, and you'll find out who when you look in the mirror. You might not control the whole workplace -- you do control your piece of it. Put the control to work and project the image that you deserve.

By the way ... the haircut and manicure was OK, not great. It pretty much matched the image of the boutique itself. And that, right there, is the whole point. Next time, I'll follow my gut and my impressions and just may walk away. Your clients may do the same based on the impression you give with your workplace. You have the ability to control the image your work space projects. Take a look around you right now and ask yourself honestly, is this the impression you want to make? Is it truly a reflection of your professionalism? If not, you can change it, starting today. You've worked hard to build a great reputation and give a good impression -- let your work space reflect that.

Comments about this article? Blog them below -- everyone welcome!

PS: have you signed up yet to receive my weekly "Marion's Communication Tips". Visit www.MarionSpeaks.com and fill in the webform, or just email me at Marion@MarionSpeaks.com with "sign me up" in the subject line.

© 2011 Marion Grobb Finkelstein
WANT TO USE THIS ARTICLE IN YOUR EZINE OR WEB SITE? You can, as long as you include this complete tagline with it: Communication specialist, author, professional speaker Marion Grobb Finkelstein teaches individuals and organizations across Canada and beyond, how to improve morale, confidence and productivity by changing how they communicate. Chat with her at www.facebook.com/MarionSpeaks and sign up for her FREE weekly "Marion's Communication Tips" at www.MarionSpeaks.com

What to Say When You're Late to Respond

by Marion Grobb Finkelstein, 1 Comments

I often get emails from people asking some excellent communication-related questions. Many of you are likely wondering the same things, so I'll be responding to these questions from time to time via my "Marion's Communication Tips" enewsletter. If you have a question or communication challenge you'd like to share, drop me a line at ...more

Response Rate Matters

by Marion Grobb Finkelstein, 1 Comments

How's your response rate these days? I mean, how long does it typically take for you to respond to an inquiry or request? It could be from your boss, employee, colleague or client -- and how long you take to respond is going to make a difference to your success rate and building relationships.

Jay Arthur, a fellow pro speaker (http://www.lean-six-sigma-money-belt.com), advised me that in the March 2011 HBR reports that sales could benefit from cutting response times. Companies spent $22.7 billion generating online sales leads in 2009. Companies that followed up within the hour were seven times more likely to qualify the lead than companies that followed up after an hour and 60 times more likely than companies that waited 24 hours.

How are most companies doing? ...more

Don't Say No, Give Options

by Marion Grobb Finkelstein, 0 Comments

This weekend, my hubby and I went to the "Ottawa Renovations" show. I got inspired. He got worried. What started as a "let's do an accent wall" is evolving into redoing the family room and possibly updating the kitchen cabinets. I went to the show with the mindset of spending money and looking for ideas. I knew I wanted to move forward; my only question was, "with which supplier?". I was absolutely what one would call "a qualified client". In marketing terms, a client like this is a dream come true. ...more