Is That Guy Complaining? What’s Your Reaction?

Suppose you’re the agent on an airline ticket counter. 

A flight is delayed. It’ll cause some passengers to miss connections. Get ready! You know you’ll soon be faced with at least a few irate passengers. How to handle them?

HINT: Being defensive just to win the argument is probably not the best response!

Read on for some better ideas, and examples of how to apply them.

Ziglar – How to Have a Better Life

Several years ago, I connected with Sam Horn on LinkedIn. Recently I subscribed to her newsletter and received this tidbit. In it, I find great advice for how to get along in the world. Following it, you’ll find more joy in life. Your relationships will improve with those close to you and every casual encounter you have with a human. 

With a customer, your spouse, your child, or the waiter serving you in a restaurant, be conscious of how they feel. What do they want in their interaction with you? Honor those feelings and desires.

Sam’s advice is a wonderful application of Zig Ziglar’s principle in the pictured quote.

Remember this: Are you the direct or indirect cause of a situation that troubles you or someone else? It doesn’t matter – your reaction to it is your responsibility. When someone is inconvenienced by an occurrence and is railing at you, listen! No doubt the substance of their complaint has some merit. All the innuendo they attach to it may not.

Regardless of all that, hear them out. When they’ve vented, take Sam Horn’s AAA train:

  • Agree. The other person’s complaint is probably legitimate. Even if it isn’t, they’re sure it is.
  • Apologize. It doesn’t matter whether you have any cause in what they’re complaining about. It’ll get you on their side.
  • Act. Do whatever is available to you to make things as near right for them as possible.

Here’s a hallmark of the best public-facing companies (hotels, car rental agencies, airlines, etc.). The agents who work directly with customers have a carte blanche to do what’s necessary. To take the action to right a wrong for a customer. This has way more impact than fixing it after their complaint goes to a higher level in the company.

A slip-up that fails a customer’s needs can be a positive in the company’s image – IF it’s handled quickly and effectively. Leave it to fester and watch your Yelp ratings go south.

In this advice, there are some important DON’Ts, or NEVERs:  

  • NEVER raise your voice or show anger or annoyance. Stay calm!
  • NEVER defend your, or the company’s, role in the occurrence.
  • NEVER explain why it’s not your fault.

In every interaction, strive to find a way to defuse anger and help the other person get what they want. Print Zig Ziglar’s principle – “You will get all you want in life if you help enough other people get what they want.” – and post it in places where you’ll be reminded of it at critical times. As with any other habit, this may take a lot of effort at first. It can become second nature for you.

Note: Archived issues of The Unity Community are available here. Search that page for keywords representing your particular interest. Most articles offer suggestions for ways of improving business and personal relationships. Keep in mind that business is done by…people. Every business concern is essentially an inter-personal concern. 

A “Shot in the Arm” Every Day!

Eric Lofholm is my friend, mentor and sales coach. He hosts a 15-minute motivational call every business day and a few holidays.  The call is at 7:45 AM Pacific time. Register for it here. You’ll find instructions on how to join the call on Facebook, Zoom, by phone, or later in a recording. 

Let’s Talk!

How do you react in the face of someone’s complaint? Think Sam Horn’s suggestions might improve your life experience? Want to talk about it? Reply to this message or click here if you’d like to chat on the phone.

Do you like The Unity Community?

Do you find value in the articles?

What’s good about it?

What would make it even more valuable for you? 

Suggestions for topics in future issues? Do you have something you’d like to contribute? It can be your work…or someone else’s. I’ll give you and the author ample credit for your contribution if I use it.

Your thoughts, suggestions and comments are always welcome. Reply to this message, or go here if you’d like to chat on the phone or Zoom. 

Do You Know Someone Who’d Like This?

Forward it to them with the FORWARD feature in your email program. 

Did someone forward this to you? Would you like to subscribe (free)? Send me your email address and tell me you’d like to subscribe.

Want to Do More Business?

Suppose you go to a networking event. You’re amazed to find all your ideal prospects waiting to talk with you.

Our Business Accelerator Platform gives you this kind of exposure to your market. These are the people you want to help!

We find your ideal client prospects and start conversations with them. Then we communicate your value. We get them to schedule appointments with you…all on autopilot. This can happen for you! Learn how here

When you join Smart Money Network’s Business Accelerator Platform, we:

  • Optimize your LinkedIn Profile Page so it better attracts people in your market.

(Hint: What painful issue do you resolve for your clients? If your LinkedIn profile describes how you make your clients’ lives better, it’s rare! Most describe the merchant’s qualifications and expertise. They say little about what he/she does to remove clients’ pain.)

  • LinkedIn has 740 million members. We find the few thousand who match your ideal client profile. You define your best prospect for us. Then we go find them.

(Even if you can find these people by yourself, it will take hours away from your work with your current clients.)

  • Invite about 100 of these best prospects every week to connect with you on LinkedIn.
  • Send a welcome message to those who accept your invitation and connect.

(Typically 15% or more. Currently, over 25% of those I invite are connecting!)

  • Deliver something of value to them from you, and then do it again!
  • Begin a “drip campaign” of carefully timed messages, providing more value. These messages give…give… give…and then ask. No pitches!

All these messages come from you personally. We want and expect your input in developing them…unless you want us to just do it. You can follow the threads and adjust your messages as you see better ways to engage your prospects. We’re always ready to talk with you about improving your messaging.

See a “hot” prospect you want to engage with your unique message? Take over the exchange manually!

Click here to learn how you can put this program to work for YOU!

Would You Like to Publish a Newsletter Like This One?

Want new ways to engage your prospects and clients? Unity Copywriting writes the materials that help you stay top of their minds.  Let’s discuss how these materials can help you with your marketing!

How Do You Start Your Day?

If you follow any self-help advice, you’ve surely found lots of suggestions for morning routines. How you start your day has a huge effect on how you feel for the entire day. And how productive you are. 

Ideally for most people, preparation for this morning began last night!

Much of what’s been said about morning routines would have you believe everyone should follow a fixed set of rules. I may have even been a little guilty of that myself.

As with most things in life, one size doesn’t fit all. Read on for some unique approaches to starting one’s day. Maybe one of them resonates with you. I think the most important thing is that you have a morning routine. Waking up wondering what you should do first seldom works out well.

Read on for some unique morning routines.

an image of lemon tea as way on how you start your day

Katie E. Lawrence owns Masterpieces in Progress and is studying Human Sciences at Auburn University. She’s identified six unique morning routines that fly in the face of conventional wisdom from many coaches.

Ed Catmull reads the news over breakfast. I do too, but my breakfast is after 2-3 hours of work and an exercise routine. In his case it’s first thing in the morning. Most coaches recommend no early morning input other than pure inspirational stuff. Apparently it works for him.

Oprah Winfrey spends much more time and energy on spiritual input than many. For her that’s extremely important and beneficial. I too find a spiritual connection very important, though I’m not religious, and have a little more varied approach to mornings.

Mark Cuban reads email as part of his jumping right into business when he wakes up. Very unusual, and again quite different from most recommendations. Works for him!

Mark Sisson reads and works crossword puzzles! Crossword puzzles and reading are very important for me too. I do most tf that sort of thing in the evening. Crossword puzzles are pure recreation for me, though I’m sure there’s some value in the mental exercise.

Most of these routines are quite different from what most coaches would prescribe as ideal. Perhaps one of these ideas resonates with you. Or perhaps you follow convention more. Whatever gives you an energy boost so you can start work with enthusiasm, intention and commitment is what you should do.

The only advice I’ve never heard of is to get up and wonder “What should I do first?”

Note: Archived issues of The Unity Community are available here. Search that page for keywords representing your particular interest. Most of the articles offer suggestions for ways of improving business and personal relationships. Keep in mind that business is done by…people. Every business concern is essentially an inter-personal concern. 

A “Shot in the Arm” Every Day!

My friend, mentor and sales coach, Eric Lofholm, hosts a 15-minute motivational call every business day and a few holidays. The call is at 7:45 AM Pacific time. Register for the call here. You’ll find instructions on how to join the call on Facebook, Zoom, by phone, or later in a recording. 

Let’s Talk!

What’s your scheme for getting started in the morning? Conventional, or not so much? Want to talk about it? Reply to this message or click here if you’d like to chat on the phone.

Do you like The Unity Community?

Do you find value in the articles?

What’s good about it?

What would make it even more valuable for you? 

Suggestions for topics in future issues? Do you have something you’d like to contribute? It can be your work…or someone else’s. I’ll give you and the author ample credit for your contribution if I use it.

Your thoughts, suggestions and comments are always welcome. Reply to this message, or go here if you’d like to chat on the phone or Zoom. 

Do You Know Someone Who’d Like This?

Forward it to them with the FORWARD feature in your email program. 

Did someone forward this to you? Would you like to subscribe (free)? Send me your email address and tell me you’d like to subscribe.

Want to Do More Business?

Suppose you went to a networking event and were amazed to find all your ideal prospects waiting to talk with you.

Our Business Accelerator Platform can give you this kind of exposure to your market – the people you want to help!

We find your ideal client prospects and start conversations with them. Then we communicate your value and get them to schedule appointments with you…all on autopilot. This can happen for you! Learn how here.  

When you join Smart Money Network’s Business Accelerator Platform, we:

  • Optimize your LinkedIn Profile Page so it better attracts people in your market. 

(Hint: What painful issue do you resolve for your clients? If your LinkedIn profile describes how you make your clients’ lives better, it’s rare! Most describe the merchant’s qualifications and expertise. They say little about what he/she does to eliminate clients’ pain.)

  • Search LinkedIn’s 740 million members for the few thousand who match your ideal client profile. You define your best prospect for us. Then we go find them.

(Even if you can find these people manually, it will take hours away from your work with your current clients.)

  • Invite about 100 of these best prospects every week to connect with you on LinkedIn.
  • Send a welcome message to those who accept your invitation and connect.

(Typically 15% or more. Currently, over 25% of those I invite are connecting!)

  • Deliver something of value to them from you, and then do it again! 
  • Begin a “drip campaign” of carefully timed messages, providing more value. These messages give…give… give…and then ask. No pitches!

All of these messages come from you personally. We want and expect your input in developing them…unless you want us to just do it. You can follow the threads and adjust your messages as you see better ways to engage your prospects. We’re always ready to talk with you about improving your messaging.

See a “hot” prospect you want to engage with your unique message? Take over the exchange manually!

Click here to learn how you can put this program to work for YOU!

Would You Like to Publish a Newsletter Like This One?

Unity Copywriting can help you with newsletters or other materials to engage your prospects and clients. We help you stay top of their minds.  Let’s discuss how these materials can help you with your marketing!

Are You Poisoning Your Brain?

Think your IQ is a number you’re born with and that stays with you?

In fact, there are many ways you can improve your brain health, or damage or destroy it. And your IQ increases or decreases with the health of your brain. We’ve often talked about ways you can improve your intelligence, such as positive thinking, positive communication, letting your brain rest. etc.

In this issue, we look at some things many people do that can damage their brains. That lowers their IQs and makes them less effective in life and business.

Are You Poisoning Your Brain?

Shivendra Misra is a dedicated practitioner of Kriya Yoga, and a constant student of the ways people can improve their mindsets and outlooks on life

In this article, he identifies 6 things many people do (or fail to do) that can damage their brains.

Here’s his list:  

  • Sit inactive for too long a period. Get up and move around!
  • Listen to loud music or other loud noise
  • Read unimportant, and/or negative, messages and information on social media, email, etc.
  • Watch “reality” TV – it’s not very real, just empty drama
  • Multi-task – do twice as much as you should, half as well as you should
  • Eat too much sugar

For each of these damaging behaviors, he explains how it damages the brain. He also suggests some ways to avoid the behavior or improve the habit.

In Shivendra’s article, he also offers several links to work done by various researchers to support his suggestions and provide other helpful advice for improving your brain health. If this topic hits home with you, check out Shivendra’s suggestions. Follow some of his links to enhance your understanding of brain health and the impact it can have on your life and business.

Note: Archived issues of The Unity Community are available here. Search that page for keywords representing your particular interest. Most of the articles offer suggestions for ways of improving business and personal relationships. Keep in mind that business is done by…people. Every business concern is essentially an inter-personal concern.

A “Shot in the Arm” Every Day!

My friend, mentor and sales coach, Eric Lofholm, hosts a 15-minute motivational call every business day and a few holidays. The call is at 7:45 AM Pacific time. Register for the call here. You’ll find instructions on how to join the call on Facebook, Zoom, by phone, or later in a recording. 

Let’s Talk!

Do you believe you can improve your brain health and IQ? Do you engage in any of the harmful habits Shivendra mentions? Do you find the potential gains worth forgoing some of the short-term pleasure you may get if you do the harmful behaviors? Reply to this message or click here if you’d like to chat on the phone.

Do you like The Unity Community?

Do you find value in the articles?

What’s good about it?

What would make it even more valuable for you? 

Suggestions for topics in future issues? Do you have something you’d like to contribute? It can be your work…or someone else’s. I’ll give you and the author ample credit for your contribution if I use it.

Your thoughts, suggestions and comments are always welcome. Reply to this message, or go here if you’d like to chat on the phone or Zoom. 

Do You Know Someone Who’d Like This?

Forward it to them with the FORWARD feature in your email program. 

Did someone forward this to you? Would you like to subscribe (free)? Send me your email address and tell me you’d like to subscribe.

Want to Do More Business?

Suppose you went to a networking event and were amazed to find all your ideal prospects waiting to talk with you.

Our Business Accelerator Platform can give you this kind of exposure to your market – the people you want to help!

We find your ideal client prospects and start conversations with them. Then we communicate your value and get them to schedule appointments with you…all on autopilot. This can happen for you! Learn how here.  

When you join Smart Money Network’s Business Accelerator Platform, we:

  • Optimize your LinkedIn Profile Page so it better attracts people in your market. 

(Hint: What painful issue do you resolve for your clients? If your LinkedIn profile describes how you make your clients’ lives better, it’s rare! Most describe the merchant’s qualifications and expertise. They say little about what he/she does to eliminate clients’ pain.)

  • Search LinkedIn’s 740 million members for the few thousand who match your ideal client profile. You define your best prospect for us. Then we go find them.

(Even if you can find these people manually, it will take hours away from your work with your current clients.)

  • Invite about 100 of these best prospects every week to connect with you on LinkedIn.
  • Send a welcome message to those who accept your invitation and connect.

(Typically 15% or more. Currently, over 25% of those I invite are connecting!)

  • Deliver something of value to them from you, and then do it again! 
  • Begin a “drip campaign” of carefully timed messages, providing more value. These messages give…give… give…and then ask. No pitches!

All of these messages come from you personally. We want and expect your input in developing them…unless you want us to just do it. You can follow the threads and adjust your messages as you see better ways to engage your prospects. We’re always ready to talk with you about improving your messaging.

See a “hot” prospect you want to engage with your unique message? Take over the exchange manually!

Click here to learn how you can put this program to work for YOU!

Would You Like to Publish a Newsletter Like This One?

Unity Copywriting can help you with newsletters or other materials to engage your prospects and clients. We help you stay top of their minds.  Let’s discuss how these materials can help you with your marketing!

Should You Tell People About Your Goals?

This week we again visit Dr. Benjamin Hardy, discussing how to make your goals more compelling for you.

Tell people about them! Not to encourage their comments, but to inspire you to strive harder to achieve them.

In keeping with his advice, mine are listed in this article.

Should You Tell People About Your Goals?

Benjamin Hardy holds a Ph.D. in organizational psychology. He’s also the author of Personality Isn’t Permanent and several other books exploring personality evolution. He knows what he’s talking about!

Ben makes a strong case for advertising your goals to your network for your own encouragement. It’ll make their pursuit more compelling for you, since it’s human nature to want our actions to align with our words. 

Always remember that others’ opinions of your goals are unimportant to you. That is, unless they come from a coach whose help you’re seeking.

Recently, as I’ve become a little more forthcoming with my goals, I’ve shared some of them with people close to me. 

After listening to Ben Hardy’s exhortation, I believe sharing my goals with all of you could be life-changing for me. I beg your indulgence while I devote this issue to my own self-improvement.

Here are my goals. I read them aloud every night before I go to bed, and rewrite first thing every morning. (Actually, the fourth thing, after a cold shower, 20 oz. water for dehydration, and some wake-up stretches.) The point is I do this before starting the day’s business activities. 

You may find this list interesting, or not. Perhaps the list can offer you a useful pattern, if you haven’t been habitually listing your goals.

My guiding mission: 

To contribute positively to every transaction and relationship I participate in. 

My keystone goal (the one that enables most of the others): 

I earn/receive $20,000/+/month and, by the end of 2021, I accumulate 100 oz. gold/+, with ease. In my life, I accumulate net worth of $5MM/+ w/ease.

In addition, by the end of 2021:

  1. I establish a positive, loving relationship with my daughter Tara, with ease.
  2. I pay off CC debt, with ease.
  3. I write regularly for 3/+ clients, with ease.
  4. I weigh 190#/-, with ease.
  5. I play golf to a  handicap of 15/-, with ease.
  6. I support the LEC* HOA Board in reducing dues to $150/-/month, with ease.
  7. I entertain 1/+ groups of family and friends in LEC*, with ease.

LEC*: La Estancia de Cafayate. The lovely community in northwest Argentina where I make my home.

My 3-year vivid vision:

I’m debt-free!

I live comfortably in my own home, where I easily entertain my family and friends, including my visitors who come to check out my delightful life in Argentina.

When the mood strikes, I explore the local area in my truck. When I want to travel further, I fly to the destination I choose, often with family and friends.

My writing is more enjoyable than ever, since I’m fulfilling the needs of my clients and partners, who pay me well.

I invest a portion of my wealth in assets which offer me security against a financial collapse, additional income, and value to pass along to my heirs.

It’s my hope that this message inspires you to be more intentional about your goal setting and achievement efforts.

Note: Archived issues of The Unity Community are available here. You can search that page for keywords representing your particular interest. Most of the articles offer suggestions for ways of improving business and personal relationships. Keep in mind that business is done by…people. Every business concern is essentially an inter-personal concern. 

A “Shot in the Arm” Every Day!

My friend, mentor and sales coach, Eric Lofholm, hosts a 15-minute motivational call every business day and a few holidays. The call is at 7:45 AM Pacific time. Register for the call here. You’ll find instructions on how to join the call on Facebook, Zoom, by phone, or later in a recording. 

Let’s Talk!

Have you defined goals for your life and business? Are they written? Do you revisit them, write them and recite them every day? What do you think of Ben Hardy’s “future self” ideas? This is one of my favorite topics. Reply to this message or click here if you’d like to chat on the phone.

Do you like The Unity Community?

Do you find value in the articles?

What’s good about it?

What would make it even more valuable for you? 

Suggestions for topics in future issues? Do you have something you’d like to contribute? It can be your work…or someone else’s. I’ll give you and the author ample credit for your contribution if I use it.

Your thoughts, suggestions and comments are always welcome. Reply to this message, or go here if you’d like to chat on the phone or Zoom. 

Get too Much Email?

Today’s issue is going to all my subscribers. If you’re among my monthly subscribers, you’ll receive your next issue on August 2, 2021.

If the monthly schedule suits you better, just reply to this message with the word “MONTHLY” in the message or subject line. If you elect that option, you can still check out the weekly issues at your convenience here. Since your last monthly issue, we’ve discussed:

What’s the Best Investment You Can Make? – Published 28 June 2021.
Do Less To Accomplish More! – Published 21 June 2021
Vulnerability = The Greatest Courage! – Published 14 June 2021

Want to Do More Business?

Suppose you went to a networking event and were amazed to find all your ideal prospects waiting to talk with you.

Our Business Accelerator Platform can give you this kind of exposure to your market – the people you want to help!

We find your ideal client prospects and start conversations with them. Then we communicate your value and get them to schedule appointments with you…all on autopilot. This can happen for you! Learn how here.  

When you join Smart Money Network’s Business Accelerator Platform, we:

  • Optimize your LinkedIn Profile Page so it better attracts people in your market. 

(Hint: What painful issue do you resolve for your clients? If your LinkedIn profile describes how you make your clients’ lives better, it’s rare! Most describe the merchant’s qualifications and expertise. They say little about what he/she does to eliminate clients’ pain.)

  • Search LinkedIn’s 740 million members for the few thousand who match your ideal client profile. You define your best prospect for us. Then we go find them.

(Even if you can find these people manually, it will take hours away from your work with your current clients.)

  • Invite about 100 of these best prospects every week to connect with you on LinkedIn.
  • Send a welcome message to those who accept your invitation and connect.

(Typically 15% or more. Currently, over 25% of those I invite are connecting!)

  • Deliver something of value to them from you, and then do it again! 
  • Begin a “drip campaign” of carefully timed messages, providing more value. These messages give…give… give…and then ask. No pitches!

All of these messages come from you personally. We want and expect your input in developing them…unless you want us to just do it. You can follow the threads and adjust your messages as you see better ways to engage your prospects. We’re always ready to talk with you about improving your messaging.

See a “hot” prospect you want to engage with your unique message? Take over the exchange manually!

Click here to learn how you can put this program to work for YOU!

Would You Like to Publish a Newsletter 

Like This One?

Unity Copywriting can help you with newsletters or other materials to engage your prospects and clients. We help you stay top of their minds.  Let’s discuss how these materials can help you with your marketing!