Why So Many People Will Talk You Out of Online Marketing

In this modern society where almost everything is digital, it is hard to believe that there are still those who prefer traditional methods, such as in the field of advertising.

Online advertising has been a hit in the last decade. Internet marketing has taken over businesses by storm and doubled their revenue. However, some people still see the field as unnecessary and taxing so they try to convince others to veer away. Below are other reasons why some individuals dislike online marketing:

Inability to adapt with technology
A person may refuse the method because they may not be technology savvy. They are afraid that technology is hard to monitor or manipulate so they choose to stay manual.

Mastery of craft
A lot of traditional people spent years perfecting their craft, so they believe that their capabilities are sufficient. Online marketing is a threat to physical advertising because it minimizes the need for logistics, hence the repulsion.

Less Jobs
Some people think that digital work reduces employment opportunities due to computers replacing manual labor. Only a handful of people are necessary to make internet marketing work.

Information Breach
Putting everything on the internet is a risk for hacking or information leakage that’s why many are skeptical about it. Online marketing requires a substantial amount of data that can be easily stolen or erased.

Lack of Equipment
Many marketers don’t have reliable internet or computers to handle critical work. Manual advertising is easier to delegate and segregate, so smaller businesses prefer it.

Lack of Empathy
Advertisers believe that online marketing is not good for client relations because it promotes a more detached form of communication and a robotic response. Manual advertising is more personal so it is easier to convince people.

Lack of Authenticity
Marketers are wary of online advertising because people nowadays are harder to convince, especially in terms of the authenticity of a product. Since everything can be manipulated or edited, they would have to work more to attract clients.

Population of Non-internet users
A big percent of the population is still manual so it is impractical to promote online marketing in these areas. Online commercials only work with regular exposure but if the audience only uses the internet a few times then it is a wasted effort. Manual advertising is beneficial when people are more inclined to support physical efforts or are part of a community network.

Promotes Mediocrity
Senior marketers believe that online marketing encourages laziness in the younger advertisers because most materials can be recycled, edited or rehashed. Marketing is a skill developed from experience and virtual training may not be enough to develop and create a better breed of advertisers.

Technology is a waste
People believe that using gadgets and computers are harmful to the health of workers so they don’t encourage the employment related to such. Manual advertising promotes brain functions through practice and personal relationships development. It is important for some people to backlog technology to help the environment.

Despite the many reasons why people may talk you out of online marketing, it is still undeniable that this form of marketing has a lot of potential. Learn how you can maximize the web when it comes to marketing your products and services, so you can expand your reach.

John Richards has many years of experience creating and developing books, eBooks, manuals, and videos, on a variety of subjects, including online wealth, pet care, Internet marketing, direct mail, health and wellness, and CD/DVD distribution service. John’s website provides ideas and practical advice for people who want to enjoy the rewards of earning an income from home using simple websites.

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20 Anytime Gifts That Will Last Forever

It’s that time again. You need a gift to take to a birthday, wedding, anniversary or any other occasion. Most of us don’t want to get just another gift, we all want to give and receive gifts that are timeless.

From the thoughtful custom necklace to the one-of-a-kind handmade trinket; we have you sorted out with our list of 20 anytime gifts that will never go out of fashion

The Thoughtful Gifts

1. Personalized Letter

In this day of technology, who wouldn’t love receiving a handwritten personalized letter? Personalized letters are particularly a great gift from children to grandparents or vice versa.

2. Memory Capsule

Memories are timeless. The best gift you could ever give a loved one is a piece of encapsulated memory. Recreate old photos taken with loved ones to form your memory capsule.

3. Quality Time

Sometimes your present is enough of a gift for that special person. Set aside ample time to spend a day together or go on a getaway.

4. Personalized Gift Cards

Personalized gift cards are still a timeless favorite from kid to parents or vice versa. Give out several with thoughtful tasks that they can be redeemed against.

5. Technology Lessons

Time has flown by and our grandparents, and parents, might need a little help catching up. Kids can gift their grandparents and immediate parents technology lessons to teach them about social media as well as the use of other gadgets.

Gifts for Him

6. RFID Wallet

Wallets are overly popular gifts for men, but not the RFID wallet. The RFID wallet will protect unwarranted card data theft, and it is one wallet he’ll be keeping for long.

7. Bartender Kit

Men love their drink, well most do. There isn’t a better gift for that drink lover than a bartender kit. A bartending set will also benefit you because, with it, he’ll be whipping up those delicious cocktails well into your hay days.

8. Balance Board

Balance is necessary for everyday life, and as we age, we lose our elementary balance. For the man looking to regain balance or just to keep fit, a balance board would be the perfect gift for them.

9. Smart Sprinkler Controller

Who is in charge of the sprinkler system, or just about any electronic, in your house? For that man, an intelligent sprinkler system would serve them well. Men love gadgets, and he will rave over the ability to control the sprinklers conveniently from a laptop/tablet/phone.

10. Watch

A good watch is always a great gift for that man in your life. It doesn’t have to cost much but go for a durable timepiece that will end up being an heirloom.

Gifts for Her

11. Jewellery

Let’s face it; time has proven it, women love jewelry. You can’t go wrong with a good custom necklace or just about any tasteful jewelry that she can pass on down the family tree.

12. Tea Set

Know a woman who loves tea? Then a tea set would make the perfect gift. This isn’t necessarily an age-restricted present; any woman who hosts company will like to add a good tea set in her collection.

13. Character Apron

Aprons are functional pieces of protective clothing and contrary to tradition; they don’t have to be flowery. Character aprons can instantly transform a lady into her beloved hero.

14. Scarf

Often overlooked, scarves are exquisite and complimentary outfit accents. Most women keep them for years, and that’s why they make it to our list of timeless gifts.

15. Handbag

Next to jewellry and shoes, women love handbags. Women also keep bags for years and getting her a good, quality bag is an ideal gift choice for any occasion.

A Custom Necklace and Other Custom Gift Ideas

16. Custom Pendants

A custom necklace is a good gift, but a custom locket is a great gift. A pendant allows you to take a treasured photo with you on the go. Anyone would love getting a personalized jewelry as a gift.

17. Picture Mug

Who doesn’t love a photo mug? Why not get her or him a collection of mugs with pictures of the people dearest to them?

18. Keychains

Everyone uses keychains at one point or another. Personalized keychains are thoughtful gift options.

19. Clocks

Clocks are also great options to personalize with custom photos. Go for a traditional wall clock or a wrist watch for a custom gift option.

20. Map

Have someone you have shared countless of adventures with? Get them a customized photo map to map out your travel memories.

There you have it; with our list of 20 anytime gifts that will never go out of fashion, you are equipped to give timeless and ageless gifts for any occasion.

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The Benefits of Network Marketing – 3 Top Reasons Why Network Marketing Rocks

Let’s face it, there are a lot of mixed feelings when it comes to network marketing. Some people love it and some people hate it but in this article, we are going to talk about the 3 top reasons network marketing rocks.

Time Freedom

When you are a MLM professional, you are able to set your own hours. You can work when you want to work and shut your cell phone off whenever you choose not to work. You can spend time working on the beach or in any part of the world that you want since you have the ability to travel and still have your business.

Residual Income

Residual income is work you do something for once and then you just keep getting paid over and over again. Whenever you get team members and customers that are buying and selling products every single month, you have residual income and that is very powerful.

Leverage

Being able to build a team in network marketing enables you to build leverage. When one of your team members is working and you aren’t there, that is leverage. Being able to have something done when you are not there is what the goal is so the more leaders you help develop, the better.

As you can tell, network marketing has many great benefits and there are more that could be listed but these are the top three that always get me excited. Building a network marketing business to the top may not be easy but the rewards are plentiful. It is possible for anyone to be able to achieve their dreams with this amazing profession.

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How to Live a More Exciting Life With Network Marketing

If you are a network marketing professional then you have the ability to live an amazingly exciting life. In this article, we are going to talk about how to live a more exciting life with network marketing.

When you are working in network marketing you have the ability to be working from anywhere in the world now that we have the internet. There is no reason to be constrained to one area of the world. We can go anywhere in the world and still support our teams and show people how to be successful in our organizations.

If we don’t design it is not going to happen. If you do not know where you want to go, what you want to do and how you want to do it, it’s not going to happen. This is why we need to create dream lines. We need to know what we are going to fill our free time with once we create it. If we don’t know what we are going to do with the free time, we will find something to fill it.

The biggest trap is getting addicted to working for work’s sake. Instead of working for work’s safe we need to create systems that will work for us and fill our time with things we enjoy doing. What are some hobbies that you have? What are some causes you want to help with?

Network marketing allows us to live any lifestyle that we want to live and create passive, residual income but we have to tell life what we want. It is not enough just to have a dream board. You have to have a game plan.

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The “How” And “Why” Of Electric Panels

Electric panel very simply refers to the electric board which provides electricity to the sub circuits. These panels are extensively used in Process industries, Automotive industries, Food and Beverage sector, Oil and Gas Equipment, Aerospace, Metal Forming Machinery, Machine Tools, Power Generation, R&D Testing labs and Process Industries and other industrial sectors.

Are You Banking On The Right Product?

Once you go through this post, you will actually understand why electric panels play such an important role in the aforementioned sectors. Think about the times when you experience power outage owing to a natural disaster— then you must have run to the electric panel to restore power. When it comes to electric panels, getting the right circuit breaker can make all the difference between safety and risk. These panels are generally based in backrooms, basements and less visited areas of a particular place.

The products of reputed manufacturers are known for the following aspects:

- Quality performance

- Easy installation

- Flawless design

- Power efficiency

- Low maintenance

Make sure you are checking the credentials of the manufacturer thoroughly before you are roping the same in. If you’re looking forward to install these units, you should find out about the manufacturers who are known for offering products with the aforementioned qualities.

The internet will offer you information about a lot of manufacturers providing these panels. However, one should realize that that not all of them are equally credentialed to offer you quality panels. It takes years of experience and domain expertise to manufacture panels that go on to serve you satisfactorily in the long term.

So, it is important to ensure that you’re actually taking the trouble to conduct proper market survey and then going on to settle for their product. Now, the question is – how exactly would you know that you are actually posing your faith in the right name? You can consider the following steps.

How To Settle For The Right Electric Panel

The first thing to do would be to seek recommendations from peers. Now, let us clarify from the very beginning that in order to meet the diverse quality requirements, leading manufacturers employ quality analysts who ensure that the products pass multiple quality stages before reaching you. Those who have accessed products of these manufacturers are bound to endorse their products- while those who have actually gone on to choose manufacturers arbitrarily might not as well be in a position to do so. When you are not conducting research on the background of the manufacturer, you are not even aware of whether or not the particular name is actually taking the aforementioned steps to ensure that only quality products are reaching you. Without research there is every chance of unwittingly ending up with poor quality products.

Read reviews in order to find out how the companies have been rated. Kindly ensure that you’re not leaving any stone unturned to get the best value for your money. Taking the aforementioned steps will ensure that you are not repenting your choice later on.

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5 Ways of How to Destroy a Business Partnership: Don’t Start That New Business Until You Read This

Let any one of these 5 situations into your business and you’ll ravage your entrepreneurial career:

1st – Stop needing each other:

There’s a considerable chance that the partnership power and responsibility structure will start to shift and will look very different starting anywhere from 3-12 months after inception.

In the beginning of any new venture, a dynamic and compelling new venture phenomenon, made up of fear, anxiety, stress and excitement, emerges and makes for an impressive personal barrier disintegrator. No facades and no charades are the hallmark of a new venture. The partners forget about their own needs and are on their best behavior. Everyone is madly in “love.”

“Needing each other” is a compelling power source in successful business partnerships. In most partnerships that “need” is the bond that keeps it all together. As time passes, especially after the 12th month of being in business, everything and everyone starts to shift, evolve and a displacement arises that will be unsettling and transformative for the business and all the players.

See #4 for more information on “not needing each other”

Solution: Accept the fact that the above information is valid. Discuss it openly with your business partners. Be vigilant and sensitive to your business partners and what they say and do and how they say it and do it. You don’t have to be “a touchy feely kinda person.” Think selfishly. Think protection for your future. Think protection for your business’ future. Communicating, openly and civilly, is the only preventive measure that will increase the chance for a favorable outcome.

2nd- Allow your significant other to point out all the expensive gifts your partner’s significant other is receiving and they’re not:

Significant others, and other family members, can be the source of great pain and distress when it comes to the relationship you have with your business partner.

Greed, jealousy, being overcritical, being generally resentful, tactless and being superficial are some of the flies swimming around in the business partnership ointment. Money and power sometimes brings out the worst in “significant others” and family.

Solution: There’s two parts to the solution:

a-It’s the smart business person who pays extreme attention to the health and tone of his business partnership. It should be the number one concern, above and beyond anyone else in your life. I know I’ll get a lot of Boos and Hisses but, if you take care of your business and the business partnership, it will always take care of you and the people you love and who love you. Everyone will be happy and satisfied.

b- Going to, or inviting in, a counsellor or therapist to meet privately once a month, individually and aggregately, with the business partners will always be money well spent. I’ve seen the wreckage that family members have created in some very successful businesses.

You will have partnership strife and discord. Bet on it. Prepare for it now and have the preventive and supportive resources at the ready and/or in play from the beginning. It will be a shame if one day you’re standing outside your padlocked office wondering what happened.

3rd – Have sexual relations with a family member of your business partner:

I “feel” the smirks already. Talk about destruction. This is an insidious act of extreme betrayal. It not only will leave your business ripped apart, it will destroy precious family and personal relationships. People will be crushed and devastated for a lifetime.

The reputations of all the partners will be tainted. You’ll be amazed and appalled at the same time to find out how many suppliers, banks and customers will turn their back on you. They know that with a soiled and stained situation like this, destruction and failure may be close by. No one wants to be part of this, especially if it hurts them financially. Something many people take for granted is that It takes years to build a reputation that’s respected and trusted. It takes 24 hours or less to blow it up.

Are you are going to make your bed and Lie in it, or not?

Solution: If you’re over 18, take a wild guess. Under 18? Talk to someone over 18.

4th – Do some self-talk about how you deserve more money than your business partner:

“I’m working so much harder than her.” “He was supposed to be the sales end of our business but…” “Our biggest customer can’t stand her.” “He can’t handle the pressure.” “I never realized how much she talks.” Do I need to go on? You may recognize one of these.

In the beginning of a new venture there’s “reality” and there’s “wishful and well-intentioned thinking.” The responsibilities and strengths that you bring to the new venture are not necessarily the responsibilities and strengths that will be in play when things get started and are rolling along.

Being aware of each partner’s powerful strengths and their ‘vulnerabilities’ will allow weekly partner meetings to be productive and allow for everyone to be open, honest and transparent. Staying flexible and being willing to adapt, not only leads to a sustainable business but what’s more exciting is, it leads to personal growth for all the partners.

Solution: There’s 3 parts to the solution.

a-Mandate, enforce and re-enforce up close and personal, respectful and empathetic communication meetings on, at least, a weekly basis. These meetings are confined to the partners only and are done behind locked and closed doors. Bring in food. Do not go to a public place to talk.

b- There are always 3 realities: Yours, theirs and the business’ reality. Work with the reality of the business only and adjust your life to the needs of the business. I repeat, make your business the priority above and beyond all others and the “others” will have a phenomenal life.

c- Accept as fact, that you may have to change your place and responsibilities in the business as time passes. Welcome it with open arms. If you have a problem with this I say, respectfully, get a therapist as soon as possible. Your reluctance is connected to, and about, ego, self-image and self-confidence. It pays to have someone help you disentangle your emotions and consequently save your entrepreneurial career.

5th -Start the new venture on a 50/50 ownership platform:

If you’re forced to initiate an equal stock partnership, then having or learning patience, empathy, and anger management becomes even more crucial and essential than ever before. A 50/50 is fine until the “cracks” start to appear. If you don’t follow the advice in step #4, it could be the beginning of the end for everyone.

Some interesting points:

a-In a partnership breakup your net worth is never, I repeat, never what you think it is. It’s always much less.

b-Banks, customers, suppliers and even employees will scatter when they get a whiff of bad news on the horizon. Your net worth could entirely dissipate in the time it takes you to say “Wait, I changed my mind.”

c-Make the partnership agreement as simple as possible (two pages is good) or you’ll find that the lawyers will make more than you.

d-You could make a 51/49 % stock ownership with a 50/50 % profit split. It’s worth it to give up more on the profit split in order to get 51% ownership of the company. In any event, no matter what you decide it’s always wise to have salaries, expenses and benefits remain equal.

Solution: See the solution in step #4

“Now go with your eyes wide open”… Good Luck out there.

A Personal Note:

I’ll be accused of being negative and shortsighted. My response: That’s Crap. This is reality. This is life. It’s raw, pure, up close and certainly personal.

You don’t like the article? I understand. The truth and reality have a way of making people feel uncomfortable.

Just do me one favor. Print it and put it in a drawer, in a sealed envelope. Open it 12 months to the day that you started your business. If I was right you unfortunately learned a valuable lesson and if your verdict is that I was wrong, please take a closer look and search for cracks in the partnership relationship. You may be in the “subtle stage.”

Partnerships are great when they’re solid and built on mutual respect. Unfortunately, this is not a perfect world. This article is about possibilities that you must be aware of and in tune with. Consider this article a practice “fire drill.” Adapt now, because when the flames start to roar, it’s too late.

This article is about coating your business relationship with empathy. It’s about knowing that you’re not only responsible for your welfare and performance, but you’re also responsible for your business partners state of being. I’m not advocating that you become super-parent. I’m advocating for you, and this article is all about your protection and your financial and mental well-being.

Once again. Good luck out there and never, ever give up on your dreams.

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The Obstacles Home Business Owners Face When They Start A Home Business

If you have made up your mind and you are 100% certain about starting a home business, then you might have in mind what product or service you want to market. You should also know that for the first two years you will be devoted to making your business grow. If you are willing to take a huge risk such as this, you will need to be motivated, determined and confident. There are numerous obstacles that you could run into if you don’t take the necessary precautions.

To work your way through the start-up of your business you will need to take the following steps

SWOT analysis (Strengths, Weaknesses, Opportunities and Threats). By knowing and using this method, you will be aware of what competition you are facing, where your business can grow, and you will get a better understanding of the business market.

Form a business plan. Forming a business plan can be overwhelming and slightly confusing. A business plan should include the audience that will be looking at your plan, an outline of the business plan, a collection of research and data, a general abstract of the market, an inquiry profile, finances, and finally the executive summary.
Funds for the business startup. Do you have the resources needed to start the business or do you need to find the money or money lender?

Naming your business. What will be the name of your business? This is a crucial and significantly important element.

Electing your business structure. Sometimes people get confused due to the business types. You will need to elect the right business partners. The choice you make will cause an impact on your business.

The license and permit. This entails registering your business, you might also need a business identification number, and may also include other tax licenses and zoning permits.

The location. This step also entails many minor tasks such as finding the right location for your business, buying office supplies and equipment and designing your business place.

The insurance. You are responsible for any risks associated to your business. Getting a business insurance will protect your office of any disasters or litigations that could occur.

Lastly, create an accounting system. Many individuals that want to start their own business tend to fail because they get caught up with location and buying supplies and other details that they forget to keep an account of money going in and out. A good option would be to hire a professional accountant that will keep track of the businesses finances.

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The Best Places To See If You Go To Italy

Ravioli, Tiramisu and lush red wine- we all know how amazing all of these things are in Italy. But another thing that Italy is famous for are its beautiful and renowned travel destinations. This country is filled with remnants of the Roman Civilization and extraordinary architecture from the past. What most of us don’t know is that Italy is actually home to the largest number of UNESCO World Heritage sites. Literally everything in this country is worth seeing. But for those of us, who don’t want to or don’t have enough time to go through the whole countryside, here is a list of places you can visit to ensure you get the best of Italy:

1. The Leaning Tower Of Pisa:
This architectural beauty is actually a mathematical phenomenon that still confuses many brilliant minds. The tower of Pisa, famous for its incline is actually a wonder of the world which the most important reason for you to see it. And if you’re a fan of archeology then that’s an added bonus as well. People from all over the world come here all year round to view this. And if you’re planning to go to Italy as well make sure you book your tickets using Alaska Airlines.

2. The Colosseum:
The Roman Colosseum is also one of the Wonders of the world and is the largest amphitheatre in the world. This was created by the prehistoric Roman Leaders and is one of the biggest mementos of the Roman Civilization. It has more than 80 entrances and can house more than 50,000 people at one time. This amphitheatre was actually made as a center of sports and entertainment and has hosted several such events throughout history. However, its condition has deteriorated significantly over time due to natural disaster and climatic conditions.

3. Venice:
The city of Gondolas and water, Venice is a sight to behold for anyone who loves water. The city is famous worldwide for its beauty and the fact that it has been built completely on water. If you’re a romantic at heart, then this is the one place that you should definitely not miss out on. The structures here are comprised of over 150 canals in such an intricate manner that further enhances the beauty of the city.

4. Piazza Del Campo:
The city of Tuscany is home to one of the most beautiful and magnificent medieval squares – The Piazza Del Campo. This seems to be very common in Italy, but this structure also has some of the beautiful architecture that has been seen in the world. Twice or thrice a year a horse race is hosted here which involves circling the Piazza Del Campo and that is definitely a sight to see.

So book your ticket to Italy today using Alaska Airlines and remember to have a lot of fun and stress less holiday!!!

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Pros and Cons of Wild Animals As Pets

Many people find the idea of ​​having wildlife as pet as exotic and exciting. However, if you want a wild animal as a pet, you should have thorough understanding of the animal and its behavior and needs. The people who have these animals as pets are invariably trained to handle them, but even they will tell how unpredictable these animals can be. You may have read stories in the newspaper of zoo keepers being mauled by their wards.

So, having wild animals as pets has become quite a sensitive and controversial issue. Some people like to highlight the pros, while others just point out the cons. However, both should be weighed equally and only then a decision should be taken to keep a wild animal as a pet.

Here are some pros and cons of wildlife as pets.

Sometimes, conventional pets like dogs and cats can not be kept due to lack of space. In such circumstances, one can keep a wildlife like a hedgehog or gecko as a pet as they do not require that much space. Some wild animals have their own benefits. Like a hedgehog can be used to keep insects and others pests at bay in a house.

Often it has been seen purchasing a wild animal can be cheaper than purchasing a pet that is popular and has a pedigree.

Also, many proponents of wild animals feel that some species have a better chance of survival if they are adopted. It has been seen that the dart frog is facing a problem in the wild as its natural habitat is diminishing. Here, if this animal is adopted, it will have a better chance of survival.

However, there are sufficient cons and disadvantages of owning wild animals as pets. First of all, one has to take into consideration the welfare of the animal. Having a wildlife means giving due consideration to its diet, exercise and social interactions. Often, the animal will not have any interaction with other animals of its own species and will be left to lead a lonely and solitary life. Also, the owners will not be equipped to provide proper care to the animals as they may not be well-versed in these things. Many wild animals look cute and cuddly when they are small. However, as they reach adulthood or sexual maturity, their wild side takes over and the animal becomes aggressive. This is the time many owners abandon their pets or give them away to zoos.

Wild animals are carriers of many diseases that are lethal to humans. For instance, reptiles and amphibians are carriers of salmonella infection and each year thousands of people in the US contract this disease due to their pets. Also, rats imported from Africa are known to carriers of monkey pox. An outbreak of this disease occurred in the US in 2003 when Gambian rats bought in the monkey pox into the country.

Above all, the demand for wildlife as pet is increasing. So, many illegal traders are taking advantage of this demand. Most of the wild animals are captured and then transported in cruel and inhuman manner to reach their owners. In addition, majority of the owners do not know to take care of the animals and this causes them to fall sick or even die.

So, weigh the pros and cons of having wild animals as pets before jumping to adopt one. Make sure that you are properly equipped to handle the care of the animal. Do not adopt one if you have any doubts.

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Dealing With Conflict in the Workplace

Introduction

Conflict is a major concern in both your personal and working life. If not deal with quickly, tactfully and efficiently conflict could lead to serious confrontation and / or a complete breakdown of relationships. It could even lead to violent and dangerous situations.

A conflict could stem from a minor complaint that was not resolved and left to fester. This could then gradually grow into an insurmountable problem. A conflict can be as innocent as sibling rivalry – arguing over a toy – to a dispute with a customer or colleague over a product, service or procedure to a war between countries in extreme cases.

There will be times during the course of a working life where you will have to deal with complaints and conflicts. Your successful handling of these situations will have a direct bearing on you and your organization's reputation for customer service and its continued success.

What causes conflict.

Conflicts usually occur when people have different ideas and believe they have the superior view point. This is particularly true of conflict in the workplace – between collections and / or management. The issue becomes one of power, of gaining control or of 'being proved right'. To resolve this type of conflict it is necessary to move from the power clash, to one of service and responsibility – to work for the good of the group rather than individuals within it. In resolving a conflict it should be more important to make sure that both parties needs are met rather than winning the argument.

Conflict can also be caused by a lack of communication or by a failure to recognize the needs of another person. Whatever the scenario, the main component in conflict is misunderstanding. These misunderstandings can occur due to differences in age, culture, race or religion. Conflict situations can include customer related issues, misunderstandings or communication barriers or Conflict among work collections.

Conflicts due to customer related issues.

A complaint, no matter how trivial it may sound to you, is legitimate in the eyes of the customer and must be taken seriously. Customers come into your organization to do business. They have a need and they believe (or hope) that you will be able to fulfill that need. They are willing to pay you for your time, effort and service and they expect your full and undivided attention. If they do not receive this attention or a satisfactory product or service, then they are not receiving value for their money and then have every right to complain.

Conflicts arising out of customer related issues could include;

  • Problems or faults with services or products. The customer has not received the quality of service or product that they expected and are unhappy enough about it to complain. A complaint of this nature can be fairly easily resolved if the parties involved are prepared to communicate and compromise.
  • Delays or poor timing of product or service supply. The customer has been kept waiting longer than expected or advised for their product or service and, as in the point above, become upset at the delay. Delays can cause a great deal of inconvenience for customers, particularly if they have made time to be on hand and are then disappointed.
  • Difficult or demanding customers. Some customers are hard to please and are, by nature, very demanding and aggressive. If they are not handled carefully they could, potentially, become threatening.
  • Drug or alcohol related issues. These could include being refused entry or ejection from concessions due to their condition and the risk they represent to other customers or staff.

Conflicts due to misunderstandings or communication barriers.

No two people are exactly alike – not even twins. People have different points of view thought about by the many influences on their lives.

These effects include;

Genetics – the things that we inherit from our parents and over which we have no control. These things might involve the color of our eyes and hair to our health.

Upbringing – which involves the way in which our parents raised us and the values ​​they instilled in us.

Culture and religion – this influences the things that we believe to be true and the customs and traditions we follow

Economics – our view on life can be strongly influenced by our economic situation, whether we are financially comfortable or struggling to make ends meet.

Education – our level of education will also have a large impact on what we think and how we view the world.

The environment – this means the environment in which we operate: our neighborhoods, housing situation, and the people we are surrounded by.

Life experience – involves all the experiences we have had in our lives, the successes and failures, the lessons we have learned from these experiences and the many roles that we have played to date.

All of these things and more go in to making us the individuals we are and our thoughts and feelings about almost everything we come into contact with will be shaped by these influences. So we have our own opinions and points of view on a whole range of things and these sometimes clash with other peoples. These clashes can take the form of a lively but friendly debate but they could just as easily become heated and aggravated and degenerate into shouting matches. The beginnings of conflict.

We can avoid these situations by reaching an understanding between the parties. This can be done by communicating openly and honestly, being willing to listen to the other person's point of view – remembering that the influences that have shaped their beliefs and view points could be very different to yours – but no less valid.

Misunderstandings and communication barriers could occur because;

  • People do not listen to each other with an eye to reaching an understanding
  • People are not prepared to compromise in order to resolve the situation
  • People do not understand cultural differences and are not prepared to make allowances for them.

To resolve a conflict situation steps need to be taken to bring the two points of view closer – to reach a compromise that both parties can accept. Part of good conflict resolution skills is the art of communication and recognizing the barriers to a good two way communications flow. These barriers can include;

  • Not paying attention . Customers or colleges who are trying to communicate with you will feel ignored and frustrated if you allow yourself to become distracted. Not paying attention to them is rude and unprofessional and stops the communication flow. The result of this could be the loss of a customer, a complaint about you to your manager or a loss of respect. Do not allow yourself to be distracted – focus your attention on what is being said and really listen to your customer or colleague. If you must interrupt the conversation to answer the phone, or speak with another staff member, excuse yourself.
  • Not looking at a person . Maintainable reasonable eye contact with the person you are communicating with is very important. It shows you are paying attention and that you are interested. By not looking at the person who is talking to you, you are indicating not only disinterest, but are also making them feel uncomfortable. They may think you are not being honest or trustworthy – you may be trying to hide something from them.
  • Interrupting . Interrupting someone when they are talking is a major barrier to open, two way communication and could easily cause conflict. Once again, you are indicating that you are not interested in what they have to say. Breaking into what they are saying to make your own thoughts known, or worse, to finish their sentences for them is no way to gain a proper understanding of the other persons needs and expectations. Allow them to finish what they are saying and pay attention. If, for some reason, the conversation needs to be wound up, then take control by asking leading or closing questions – that allow for short answers only.
  • Tone of voice. The tone of voice used during a conversation could also start a conflict. Arrogance, demand, anger, whining, disinterest etc. All add a tone to the voice that can cause people to react negatively. When dealing with customers or collections you should keep your tone friendly, calm and pleasant. At the very least, if you do feel annoyed you should try and keep the tone of your voice neutral.
  • Sarcasm . Sarcasm has no place in any conversation between two people and is an open invitation for conflict. There are times, in everyone's working life, when you think "If I get asked one more stupid question, I'll go mad!", But sarcasm in the face of a silly question or remark does nothing but hurt the other person and, Possibly, dent their self esteem. We often forget that not everyone knows everything we do about our industry – in fact most customers know very little about the tourism and hospitality industries. We can forgive our customers or junior collectors, therefore, for asking questions that may have obvious answers – obvious only to someone who knows. Show patience and understanding – it's just as easy and much more pleasant than giving a sarcastic or snide answer.
  • Rudeness . There is never any excuse for rudeness. A respectful and courteous attitude on your part should avoid or defuse any antagonism a person brings with them into your office. Should you find yourself never the less, dealing with a person with whatever you simply can not get along – rudeness is not the solution. Speak to your supervisor or manager and ask for their advice.
  • Cultural differences . Cultural differences can be the source of a great many conflicts. When dealing with people from other countries, other beliefs and so on, it is easy to misunderstand words, gestures and customs. If you want to excel at your profession it is a good idea to familiarize yourself with some of the more prevalent customs of other cultures. On the whole, however, people from all over the world, from all walks of life and from all creeds respond well to respectful and courteous behavior. Do not make fun of customs you do not understand. Treat everyone you deal with, both customers and colleagues, with respect and you should do very well.

Any one of these points could provoke a customer or a college into complaining – which could then, potentially, turn into a conflict. It is a good idea therefore, to remain courteous and polite when dealing with other people.

Signs of potential conflict

A conflict does not happen suddenly. People do not go from calm and cool one moment to angry and aggressive next.

Conflict builds. It may take hours, weeks or even years. However long the process takes, there are always signs that a conflict is building. If these signs are recognized early then steps can be taken to quickly and efficiently resolve the situation before it becomes a major issue.

Early signs of conflict can include (but are not limited to):

  • Aggressive body language: Narrowed eyes – trying to intimidate you Flared nostrils – a sure sign of building anger as the person takes a deep breath, either to control themselves or to go on the attack Stretched muscles in the face and jaw line – tightened in building Anger and aggression Tapping fingers or feet – shows impatience
  • Malicious or negative gossip among collections
  • Difficulty in discussing an issue calmly and rationally
  • Tone of voice – indicating boredom, sarcasm, irritation

These are all signs of irritation, dissatisfaction or impatience. If you recognize any of these signs when dealing with a complaint or a conflict you should endeavor to find out the reasons why the other person is starting to feel impatient or irritated. You can do this by asking relevant questions and listening carefully to their answers. In this way you can reach an understanding of the issue at hand and possibly avoid escalating the situation.

If not recognized and acted upon these signs could then be followed by;

  • Raised voice – speaking rapidly in a loud, high pitched voice – or even shouting
  • Body leaning forward in an effort to intimidate
  • Hand gestures – finger poking and pointing in an aggressive manner.
  • Refusal to cooperate
  • Storming out of a room, slamming doors, drawers or implements

At this point you may already have a conflict and it will take careful handling to bring the situation back under control

Crisis situations

Complaints can escalate into conflict and conflict, if not resolved effectively, could potentially escalate into a crisis.

People wish to be taken seriously. If they are not, or are repeatedly ignored, it can become aggressive and a threat to safety and security of the organization and the people in it. Equally, people who are under the influence of drugs or alcohol, and are not in control of themselves, can present a danger to those around them if they are not handled carefully.

Situations where personal safety of customers or colleges may be threatened and assistance required may involve:

  • Drug or alcohol affected persons
  • People with guns or other weapons
  • Situations where someone has been or may be hurt
  • People who appear to be violent or threatening
  • Situations where customers refuse to leave or to be pacified.

In these cases it is extremely important to:

  • Keep calm yourself and to try and calm the other person.
  • Move them, discreetly, out of the main area of ​​your office or shop
  • Take note of details of the problem for future reference
  • DO NOT argue with a person who is visibly upset or aggressive as this will only compound the situation.
  • Bring in the assistance of relevant management, security and / or entities such as police as soon as possible.

Organizational requirements

You can not simply make a conflict go away by giving the complaining party whatever they want. Resolving a conflict is a deferred balance between reaching an agreement between parties while at the same time staying within the constraints of your organizations requirements and policies.

These constraints may include:

Costs issues. Often, a conflict with a customer will be centred around dissatisfaction with a product or service. If the product or service was actually found to be faulty then the simplest solution to the problem is a straight forward replacement. Sometimes, however, the situation is not as simple and the customer will demand further compensation. In these cases a replacement may not be enough and something extra may need to be done. When determining the amount of compensation, if any, to be offered to the client, there are a few issues to consider. These could include;

  • Customer good will & repeat business. If your organization is dependent on customers coming back again then this is an important consideration.
  • Organisations reputation. A dissatisfied customer will tell many people that they received bad service from an organization who did not meet their needs and this can lead to a loss of business.
  • Direct cost. Compensation to a client can be in the form of cash, additional products or services, or an upgrade to the product or service they have purchased. If compensation is to be of a monetary nature then the cost to the organization must be considered.

Organization policy on refunds or exchange . Most organizations will have policies on giving refunds. Some companies will give money back, others will give credit for products or services they provide. In the tourism industry you must also consider the refund policies of the principals you deal with. For example some advance purchase airline tickets do not allow refunds at all within a given period prior to departure and if the customer does not use the ticket, they have lost their money.

So before agreeing to provide a solution to the customer, you must first determine if it is financially viable to do so and to take the organizations policies and procedures into account.

Resolving conflict situations

When a person has purchased a product or service from your organization and it is not what they expected it to be, or does not perform properly they will feel dissatisfied and disappointed. As a consequence when this person complains that they generally believe that they have a legitimate reason for doing so and they may do so long and heatedly to the first person they come across in your organization. This might be you – even though you had nothing to do with the original sale and have never met the customer. The worst thing you can do is tell them its not your problem.

Take ownership of the issue, regardless of whether you were involved in the problem or not. "Passing the buck" at this point is not going to help matters. The customer approached YOU, so deal with the issue and do not pass them off saying "It's not my problem" or "The lady who handled this is not here now ….". At that particular moment in time the customer does not see you, the individual, they see you, the representative of the company, so it is you, the representative of the company, they expect to help them.

If you were not part of the original transaction where the problem occurred get as much information as you can from the customer to help you determine what to do. For example, you could ask;

  • Exactly what the problem is
  • When & where it occurred
  • How long ago the problem occurred
  • What they paid for the product or service
  • How they see the situation being resolved – this will give you an idea of ​​the person's expectations and how they impact on the organization's policies and procedures.

If the person who was involved in the original transaction is available you should ask them to join the discussion in order to get both sides of the picture. It is very important, however, to keep to the issue at hand and not to let emotions or ego get in the way of finding a solution to the problem; Stay calm, listen to all points of view with an open mind and try to keep the communications process flowing in a positive manner.

Finding a solution to a conflict involves a certain set of skills and techniques. It takes a step by step approach to ensure a positive income for all parties concerned.

Steps in resolving conflict

Finding a solution to a conflict will often become a matter of "give and take" where one party makes a suggestion that may not be entirely acceptable to the other. When this happens you will need to define the issues as seen by all parties and negotiate a mutually acceptable exit. This would normally occur in a logical sequence:

  1. Define the problem
  2. Work out what you want out of the conflict
  3. Brainstorm for options
  4. Evaluate solutions
  5. Decide on solutions

Define the problem

Everyone involved in the conflict needs to agree on a definition of the problem before it can be solved. This could mean describing the problem in terms of each persons needs and understanding of the issue at hand. Questions to consider might include:

  • What is the problem? Is it only my problem? Who else is involved?
  • Can I solve it? Is it worth solving?
  • Is this the real problem or merely a symptom of a larger one?
  • Does it need an immediate solution or can it wait? Is it likely to go away by itself? Can I risk ignoring it?
  • Does the problem have ethical dimensions?
  • What conditions must the solution satisfy?
  • Will the solution affect something that must remain unchanged?
  • Will I need help?

Asking these types of questions will outline what all the issues are from various perspectives giving you a firm foundation for exploring options. Depending on the nature of the problem and what it will take to resolve it, it might in extreme cases even be worth letting the matter go. It is important to keep a customer satisfied, but not at all costs. If a customer is being completely unreasonable and demanding then sometimes it is the better option to lose that customer.

Work out what you want out of the conflict

You also need to develop a clear understanding of the expected outcome. This could be; An agreement on acceptable compensation for faulty products or service a better relationship with the other party a mutually acceptable solution to an ongoing work issue the other person to respect your opinion With firm expectations of what would be an acceptable exit in mind, you can then begin To negotiate with the other party until an agreement has been reached.

Brainstorm for options – When all parties concerned have had the opportunity to explain their feelings on the matter, then all of the issues should be out in the open. At this point you can look at the various options available. There might be a number of solutions to the problem which could work for everyone involved. Do not get stuck on one solution just because it's the first one you find. Be creative about the possibilities available to you, and look for common ground. You can decide from the options later.

Evaluate solutions – In deciding the best result from the options available you should weigh up the pros and cons of each one based on the organizations policies and procedures, cost or budgetary constraints, legal ramifications and mutual benefit. When discussing and evaluating options it is often the case that each party will prefer an option that most closely gives them what they want regardless of its impact on the other party. In these cases you need to negotiate and compromise so that an agreement that both parties are satisfied with can be reached.

The Art of Compromise – Compromise does not mean giving in or losing. It means looking for ways to meet each others needs by making concessions to the other party involved. Compromise involves negotiating what you are, or are not, prepared to do in order to get what you want.

You should be open to good arguments rather than pressure or manipulation from the other party. Be open to reason but closed to threats. In difficult conflicts it might be necessary to bring in another person to mediate. This person may need to be skilled, mutually respected, and not have a personal interest in the outcome.

Decide on a mutually acceptable solution – When all available options have been tabled and considered then you can decide on the best one – the one that keeps both parties happy! Make sure each person takes responsibility for agreeing with the decision. This may take the form of a written agreement or contract, or a letter outlining what was agreed to.

Separate your feelings from the problem . When your emotions get tangled up in the pros and cons of an argument you can not reach the best conclusion. If you take a strong position because of the way you feel, you can not work out the best solution to the problem because your perception of it is controlled by things which are likely to have nothing to do with the problem. It's not about who is right or wrong. Arguing over who fault it is or placing blame will do nothing but increase tension and get in the way of resolving the situation. You should not let your feelings get in the way. Points that can help here include:

  • Act and speak calmly. Arguing with a customer or colleague could result in a full blown confrontation. Pause before making a response to them. This will give you time to collect yourself, to calm any irritation you might feel and also gives you a chance to work out how to phrase your response in the most appropriate way.
  • Try to put yourself in the other person's place; Empathise with them. Use expressions such as "I can understand why you would feel that way" and encourage them to share their point of view.
  • Listen carefully and completely to what they are saying. Hear them out without interrupting them. Show you are interested through a positive listening attitude and ask clarifying questions to make sure you have understood them correctly.
  • Be patient and understanding. Do not interrupt them. Once they have had their say, they will generally be a lot calmer and easier to reason with. The problem can then often be resolved in a civilized manner.
  • At the appropriate time, acknowledge their point of view and ask them to give you the court of now listening to your (organization's) position. For example; "I understand what you are saying, may I now explain our position to you, and then we can see how we could solve the problem together?"

Documentation

Recording accurate information about complaints, conflicts and their outcomes is a very important part of any business. This type of information will show (among other things);

  • Areas of the business that are not working properly
  • Processes and procedures that need to be changed.
  • Things that customer like / or do not like about your products or services
  • Gaps in the supply and demand of your products or services

With this information in hand, an organization can then use it to continuously improve its products, services, image and reputation.

Information can be recorded by way of (but not limited to):

  • Letters (or emails) of complaint. These should always be taken seriously. A written complaint should be answered immediately – even if it is simply to advise the customer what will happen next. An investigation of the complaint should follow and the customer should then be advised of the outcome. A report of the complaint and the outcome should then be sent to the relevant supervisor or manager for any further action needed.
  • Notes taken during a phone call or after a face to face meeting. Once again, it is good business practice to record the details of complaints or discussions about conflicts. These notes can be used for the organization's continuous improvement program but they can also be used as reminders of the conversation should a dispute arise.
  • Formal documentation. These could be; Refund forms Credit notes Contracts or agreement forms

Evaluating conflict situations

It is good business practice to continuously look for ways in which an organization can improve its practices and procedures. One of the main ways an organization can do this is by seeking feedback – comments from customers, staff and other visitors to the organization. Reasons for seeking feedback can include;

  • To ensure customer satisfaction and repeat business
  • To maintain its reputation
  • To learn from errors or mistakes
  • To make improvements to the service or product delivery or quality to improve productivity and efficiency
  • Follow up to see if customer is satisfied in the case of a complaint or conflict

In a matter as important as a complaint or a conflict, feedback can also be taken by way of a phone call, letter or even even a personal visit to the person concerned to ensure that any issue that exists between the conflicting parties has been successfully resolved.

When looking for how effective the solution to a conflict was, some of the questions that should be asked could include:

Why did this situation happen in the first place ? A close examination of the circumances surrounding the matter of conflict from both the customers and the organizations perspective can show up problems in procedure, policy or product or service delivery. Issues to look at could include;

  • Was there a breakdown in communication?
  • Is the service delivery as good as it could be?
  • Are the organization's policies and procedures as effective as they could be?
  • Was the service / product faulty in some way?

Did we resolve it effectively ? This is a very important question from the customers and the organizations point of view.

  • For the customer, resolving the problem effectively could mean that they are satisfied, that they have received value for their money and most importantly that they will probably continue to do business with you.
  • For the organization, resolving the problem effectively could mean that they have retained a customer and kept within organizational guidelines and budgets

When looking at how the problem was resolved:

  • Ask critical questions about the output – was it the best possible option for every one concerned? Did it cost your organization money? Too much money? Was the income worth the cost?
  • Evaluate the customer's reaction to your proposal – were they happy with it? Were they prepared to be reasonable? Will they continue to do business with you?
  • Compare the situation to any previous incidents of this nature. How was it handled last time? Is there a pattern emerging that should be addressed?
  • What can we do to prevent it happening in the future? By looking at how the problem occurred in the first place and how effectively you resolved it you can then take any necessary steps to prevent the same thing happening again. This might mean; A change in policy or procedure A change in a product or service training staff in customer service skills Training staff in conflict and complaint handling

By asking these, and other relevant questions, you can make improvements to the organization. This could lead to greater customer and staff satisfaction which will have a positive impact on the organizations continued success and prosperity.

For more information go to: www.lptraining.com.au

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