Helping small businesses increase their profits plus build their business
for the future
Sent at your request by Profits+Plus Seminars & Tom Shay
you will read in the December issue of the e-ret@iler:
1. A new article on the Profits+Plus Seminars website - The Sky is Not
2. e-ret@iler advisory of the month - How to let your employees vent
after a problem customer
3. Other Internet opportunities
4. The resource library available to you
5. Your free subscription to the e-ret@iler
6. Contacting Profits+Plus Seminars and Tom Shay
The Sky is Not Falling
Our December article on the Profits Plus website is entitled,
"The Sky is
not Falling!". If you have concerns about a new competitor
in your market, then you need to take the time to read this short article
about dealing with competition. The article will give you some new insights,
and a bit of encouragement!
new this month with each of the articles, we have made it very easy
for you to send that article to a friend. The couple of steps of direction
appear on each of the articles on the site.
Stop the screaming!
Ever have a customer rant and rave to you or one of your employees?
It does not matter if it happens on the phone or in person; either way
it seems to ruin your day. And if you just "bottle up" all
of that tension, it really can affect how you are doing your work.
found a survey by Dr. Alicia Grandey that said you could improve your
employee morale by creating a method of resolving the complaints as
well. Here are the ideas:
a. Have a written procedure for solving problems. (And if you do not
have one, send me an e-mail and I will share with you the one I illustrate
in my seminars.
b. Practice how to use this technique during your staff meetings.
c. Show your staff how to use deep breathing or internal self-talk.
d. Create a backup network so that there is someone available to help
or take over a troublesome situation.
e. Consider creating a place where a person can blow off steam. You
may even want to have a "partner" for each team member so
that a person can return to work feeling they have "vented".
f. Define the limits of verbal abuse. Allow your staff to use their
g. Make sure you have told your employees that they are not required
to take verbal abuse from customers.
Other Internet opportunities
page from the Profits+Plus website
4. The resources library at the Profits+Plus Seminars website
We have added a couple of new pages to the resource section of the website.
Click on this link to get there.
Your free subscription to the e-ret@iler
If you have received this edition of the e-ret@iler by way of someone
passing it onto you, you can add your name to the free subscription
list by clicking on the link in the upper left corner.
Contacting Profits+Plus Seminars and Tom Shay
Thank you for inviting us onto your desktop, and taking the time to
read our newsletter. The year 2000 has been a great year for most of
you, and we trust you have received some business building ideas from
the e-retailer, magazine columns, books and seminars that we have provided
in the past year.
definitely, I look forward to seeing you again next year.
your Profits Plus,