So Much Emphasis on Social Media, BUT IS IT REALLY, SOCIAL?

Everyone talks about how important the use of Social Media is today. Depending on how comprehensive a definition you wish to use, social media can include sites like Facebook, Flikr, LinkedIn, Twitter, Active Rain, MySpace, YouTube, etc., as well as Blogs, e-mail, personal or business websites, etc. But are these sites really social? Granted you contact many other people. But far too often these sites are used so that an individual can somewhat anonymously "speak" to others, without having to make eye contact. In many cases, social media has actually had the effect of making people less sociable, preferring to use the less personal avenues because they are often more "comfortable."

While I completely believe in using these media and extensively do, I still believe the "old-fashioned" method of "face-to-face" contact, or picking up a phone, are still more effective. Social media is best used to drive a reader's attention to a more detailed blog or website. Those formats drive business or contacts to the writer or creator of the site/ blog. However, the use and effectiveness of a Blog or a website is ONLY as effective as how well that vehicle stirs interest or excitement in the reader. Blogs and websites must meet a reader's expectations, or they will only be looked at once!

Think about how often you send an e-mail and don't get a response. Or the response doesn't answer the question, or elicits another question. Think of the amount of time and energy that have been wasted, when simply picking up the phone might have quickly resolved the issue. Many people rely on e-mail, for example, rather than the telephone, because they find it easier, more comfortable. Others find it easier to express themselves, especially negatively, in an e-mail rather than in a phone call.

E-mail and social media are best used either as an introduction, or a follow-up to other forms of contact, or when the other more personal forms are impossible to achieve. For example, statistics indicate that the "closing ratio" (or percentage of sales to contacts) is far higher with calls than with e-mails. Statistically, face-to-face is most effective, however.

I fear that far too many are becoming too dependent on this non-personal form of communication, and that important messages might be misconstrued. The argument is sometimes made that it is faster and easier to use e-mail than the phone. While it may be easier at the moment, because of the lag-time, the incorrect interpretations, and the back and forth, the reality is that often a phone call accomplishes a task much more effectively and efficiently. While an e-mail might suffice for simple announcements, or less pressing issues, it often is not the best medium for more urgent issues. Think about it. Remember, with Social Media, you are depending on someone else, or the site (such as Facebook) to strike home, with your intended viewer. Sites such as Facebook often use algorithms, or formulas, to determine which posts someone receives. Try opening up your own Facebook page, and do so, more than once, from at least two formats (for example, the desktop version and the app version). Most of the time, you won't see all the same stuff! 

Use Social Media as part of your arsenal, but don't become overly dependent on one modality! 

Just Because It's New, Doesn't Make It Better (or Everything New Is NOT Necessarily Superior!

With all the new technology and technological advances, many people seem to believe that because it is newer, it must therefore be better, or more enhanced. While that is true when it comes to certain technologies, there are still certain examples when newer is not better. Examples mostly include industries where technology and service are either combined, or need to go hand in hand, such as telephone service and airline travel. While there certainly have been significant technological advances in both of these circumstances, it can be argued that the overall experience has not been improved significantly, if at all. How often have you downloaded an update or upgrade of a computer program (or app), or a phone system or mobile phone, or other technology, and come to realize that while it was newer, there were things the old one had, which worked better for you?

1. Once upon a time, we had one telephone company which supplied our telephone equipment, maintained our internal and external wiring, and provided generally reliable service. Those classic black phones may not have been terribly stylish, but few of us even remember one of them not functioning. If we had any difficulty, we made one call to one company, and the problem was soon resolved. Today, land line telephone service is outnumbered by voice over internet services (VOIP), as well as by wireless/ cellular service. Our telephone equipment rarely lasts too many years, and it is next to impossible to find anyone to service it, and it is generally cost - prohibitive to repair, so we simply purchase another telephone. It seems to me that there are far more dropped calls today, or some other static, interference, or trouble with our lines. Many people have abandoned land lines completely, depending entirely on their cell phone, but we all have experienced cell phone dead zones at one time or another. Relatively speaking, it is true that this competition and the enhancements has brought about lower pricing, but at what sacrifice? And, have you tried to get through to your telephone provider? How much of our time is wasted simply waiting to be connected with a real human being? With all the sophistications and enhancements, have you noticed better customer service, because I have certainly not?

2. In the latter part of the 1970's, the airline industry was deregulated, with the expressed intent of trying to provide more competition, and thus lower pricing for the consumer. While pricing was immediately lowered, have you flown recently? Spirit Air actually charges for carry on bags, while almost all domestic carriers have some sort of fee for checking bags. Meals on a domestic flight, forget about it! Legroom on most carriers is almost non - existent. Customer service seems almost an anachronism! Most remarkably, with all the technology, it actually takes longer on many routes today than it used to.

3. What ever happened to our supposed paperless society? It often seems that it means we must print things ourselves, rather than receiving it printed? Register receipts are longer, not shorter. Forms - forget about it! And, in the good old days, we didn't have to worry, as much, about identity fraud/ theft, internet privacy issues, etc.

While technological enhancements are nice, they are not always that essential. Yes, many smart phones have lots of applications, but many of those come at some cost, either for the app itself, the data used, the type of phone needed, etc. And, no matter what cell phone or computer or tablet you have today, chances are it will be either outmoded or run of the mill pretty soon! Let's celebrate technology, but put these advancements into perspective! After all, how many of those great apps you have on your Smartphone, do you need, or use, on a regular basis?
 

Is Success An Art, Science, or Both?

Anita Roddick described success this way, "There is no scientific answer for success. You can't define it. You've simply got to live it and do it." While Ms. Roddick is certainly correct that success is difficult to define, especially because it means such different things to different people, I believe that there are both scientific/ technical reasons someone enjoys success, as well as artistic (the way something is done or finessed) considerations. No one can be truly successful simply using technical means, nor does success usually happen solely because of artistic application.

1. How is success a science? Like other sciences, most success does not occur merely by chance or accident, but rather as a result of training, hard work and effort. Individuals who commit themselves to excellence almost invariably persevere when others tend to give up. In many cases, success arises as a result of this persistence or resiliency. The late General Dr. Robert Shira often said that he enjoyed his success and rose the ranks to become the Assistant Surgeon General, as well as the Dental Surgeon General, as well as Dean and Provost at Tufts University School of Dental Medicine, because he outlived his contemporaries. In my conversations with him, he explained that what he meant was that he remained in the Army, and persisted and persevered far longer than others did, and thus he was exposed to greater opportunities. In my over three decades of working closely with well over a thousand leaders, I have observed that those who have gone on to be the most successful have almost always been the ones that kept training and learning, and were the most effective listeners. They turned their experiences into expertise, and their knowledge into wisdom, which permitted them to make intelligent, timely judgments. Success requires someone to commit, train, learn and use time- tested techniques, and approach issues in an organized, reasonable, open- minded manner, and remain calm when others tend to panic.

2. However, technique alone almost never assures success. Individual success is largely about attitude, and that attitude generally translates to the way treats other people, as well as the way he perceives and approaches various situations. For example, successful leaders are not those who use their power to try to force their opinions on others, but rather individuals who empathize, and effectively listen, and use finesse to artfully and honestly explain why their ideas are needed and valuable. Artistic leaders have the most vision, but are only successful when they get others to buy into that vision. In that way, success is based on emotional attachment and connection.

Is success art or science? In my experience, and in my opinion, one is only truly successful when he combines the scientific aspects with the artistic, and then understands himself enough to gain satisfaction from adding value to other people's lives. Whether this relates to how you conduct your personal, day - to - day life, how you lead others, or how you perform your duties, either as a manager, worker, boss, or self - employed individual, you must define what success means to you. For example, a real estate professional must define success, and determine what motivates him, what he seeks, what is most important, whether he is directed by selling, or by doing what's best, are all relevant, individual, personal decisions. 
 

Learn to Negotiate Better: Use The TELL METHOD

Many people think they know how to negotiate. However, in a large percentage of cases, these individuals end up being ill-prepared, rarely achieving anywhere near optimum results. This is especially true when events are negotiated by these individuals, and in far too many instances, their organizations suffer. Since I have been a professional negotiator for over thirty years, I often refer to these types of people as either the amateurs or the wannabes, and have observed far too many instances when their errors cost organizations substantial quality, revenue, and increased their expenses. There is perhaps no single attribute more essential for successful negotiations than adequate preparation, which includes doing one's homework, understanding what both your organization and the venue need, prioritizing, and attention to details (with adequate consideration of necessary contingency planning). I refer to my preferred method for effective negotiating as the TELL METHOD, because I advocate full disclosure and integrity as the basis for effective negotiations. This requires a mindset of telling the truth about your needs, expectations, budgetary requirements, and your willingness to be somewhat flexible (as long as it makes sense for both sides). This creates an atmosphere of cooperative rather than adversarial negotiations.It must be understood that the underlying philosophy for superior negotiating, is the same, regardless of industry. When one is an event planner, financial planner, or a Real Estate professional, or negotiating a specialized contract or agreement, the TELL METHOD will provide the best longer - term results.

1. Many amateur event negotiators seem to believe that they should exaggerate what they are offering the venue in order to obtain the best deal. The belief seems to be based on the concept that venues will offer more if you provide more. This invariably creates difficulties down the line, when you under- deliver, and the venue feels deceived and then tries to cut corners wherever they can, in order to compensate. The TELL METHOD means that you explain the historic data of previous events (by the way, in today's digital age, venues generally share this information anyway), so if you exaggerate, the venue doubts your credibility from the outset. Obviously, a negotiator should explain this in a favorable light, but in a realistic and honest manner. Can you see how this same approach is best for any other type of negotiation?
 
2. Telling the truth from the beginning creates a feeling of mutual trust and respect. A professional event negotiator also understands the venues strengths and weaknesses, and presents how the organization and venue can best help each other. Negotiators should stay away from merely negotiating percentage discounts from the published pricing, but rather should pre- negotiate as many items, in as much detail as possible. Negotiators should always work with a Request For Proposal (RFP), and that document should become an attachment to the final negotiated contract. Professional negotiators should also discuss ways, for example, that the venue could save money in certain lower priority areas, and then those savings could help to offset items that are priorities for the group. Only if a venue fully understands the organizations, its attendees, its needs, and its heritage, can both sides agree to something that is mutually beneficial.

3. Use the TELL Method when involved in a real estate negotiation! No buyer nor seller is absolutely perfect, no property is flawless, nor will any house meet every ideal, a potential buyer might desire. The key is coming to a meeting of the minds, by seeking common ground, and cooperation, rather than an adversarial approach!

Professional negotiators should always aim for a win- win result, because invariably when both sides are happy and satisfied, they work better and more effectively. True concessions come from trust and understanding, which requires beginning with a large amount of honesty and disclosure.

How To Master Your Presentations?

How often have you been called upon to give, or been in a situation where there has been the need for you to get up in front of a group of people, and give some sort of presentation? Studies show that a large percentage of individuals become nervous, queezy and uneasy when this occurs, often feeling considerably out of their comfort zone. Unfortunately, this form of oral communications has often been largely either ignored or paid little attention to, and because of that, many presentations and presenters present an atmosphere of discomfort, boredom, and somewhat of a feeling of "why did I bother attending this," amongst attendees. Like most acquired skills, learning to, and actually giving a quality presentation requires dedication, commitment and an understanding of the process and the requirements/ needs. This is true when one presents to a large group, medium, small one, or, even, for example, when a Real Estate professional presents to a husband and wife, at their dining room table!

1. You'll rarely give a consistently quality presentation until, and unless, you thoroughly are prepared. This presentation means determining the goal of the presentation (i.e. what you want the attendees to walk away with), whether or not there is a need for accompanying visuals, doing your research and homework, understanding the group and its dynamics, etc.

2. Once you've formulated your information and materials, practice your presentation, and rehearse. This rehearsal should enhance your comfort zone, and anticipate questions and concerns that might be asked by the attendees.

3. Just like actors rehearsing for a new show, an effective rehearsal is never a one - shot event. The procedure must be repeated until your level of comfort with, and knowledge of, the materials, is nearly second - nature, and automatic.

4. Review your content in detail. Are you providing too little, too much, or just the right amount of information? Is the group that is attending prepared for the information you are giving? Will they welcome, or close their minds to new information, ideas and alternatives?

5. Are you comfortable going in front of a group? Are you so uncomfortable that your nervousness will create an impediment to a quality presentation? Rehearse in front of a mirror, look at your body language, continuously change the inflection and tone quality of your voice, and remember to speak more slowly than you feel you need to (because invariably nervous speakers rush). One's confidence is an essential of a quality performance!

6. Finally, consider your delivery, your performance, and whether or not you are engaging the group in an interactive manner. When one gets the audience more involved, it enhances the bond and thus the attention that the crowd will give you.

There is no one - step, easy procedure for enhancing your presentation skills. However, paying attention and being consistent, and thus using these basic six steps, helps to put you in the best scenario.

How To Convert Customers to CLIENTS?

Business owners and managers are often confronted with being able to differentiate between obtaining customers, as opposed to maintaining and servicing clients. Basically, a customer is someone who purchases something, or uses some service, without commitment or serious consideration of maintaining any type of serious commitment or allegiance. On the other hand, a client generally feels a greater kinship and connection, and therefore, often becomes the type of word-of-mouth ambassador, who is usually one's greatest source of referrals and references.

Great management realizes how important it is, to transform customers to clients, in order to become sustainable and profitable. Whether a product or a service is being offered, clients become repeat customers, and this conversion process eases the process of constantly searching, spending time, money and other resources, because the lifetime revenue per client, is significantly greater than per customer. Those in service industries, such as Real Estate professionals, must differentiate between clients and customers, not only for the above mentioned reason, but also because in many states (such as New York), it is a legal responsibility to differentiate. In real estate, the simplest explanation is based on who the agents loyalty is to: one must be loyal to a client, and best service a customer. In addition, when one is you client, he will owe you allegiance, as well.  Here is a mnemonic approach to developing CLIENTS.

1. Change your focus; create a bond; truly care: Wouldn't it make sense to spend far more time servicing and satisfying happy clients, than constantly needing to obtain disposable customers? This requires changing your focus and approach, and caring enough to create a connection or bond, that develops a loyalty from your clientele!

2. Learn about them; let them know/understand you care about them: Customers will not become clients, merely because you intend to do so! Rather, the process requires a consistent approach, where you effectively listen, and serve their needs, addressing their priorities and concerns. You must communicate and articulate your message, in a way that comforts and connects!

3. Integrity; ideas; integral: You can't fake it, but rather your integrity must be absolute! How will your ideas benefit others? Why should others feel, your business, etc, is integral, and important, for them?

4. Energize; earn respect; empathy: Others become energized and enthusiastic, when you proceed with a high degree of inspiration energy. Don't merely do anything, but do so, with empathy and caring! Don't expect, but rather earn their respect!

5. Needs-oriented; develop a niche: A great manager learns from the successes and/or failures of other, similar organizations. However, no business should aim to merely become a mirror-image, or carbon-copy of another, but rather should develop, communicate and articulate its specific niche, and do so effectively, and with a purpose that attracts others, to want to do business with you. This may be factors such as: individual/personal service; quality; selection; options, etc.

6. Treatment; take care; timeliness: Ask yourself if you are treating those you do business with, the way you'd want to be treated? Do you take the time, and make the effort, to create an optimal experience? How timely and relevant are your products, efforts, and/or services?

7. Satisfy; strengthen; solve: What will you do, to not only provide some service, or sell some product, in order to create a higher/better level of quality and satisfaction? How can you make your company, etc., stronger and more relevant? Will you become a major component in the solution, or merely an extension of the proverbial, problem?

Most companies fail to differentiate between customers and clients, at least until, it become dangerously late, or crisis-ready! Will you make them your CLIENTS?

Excessive Greed & Narcissism, Are Today's Economic Realities

For several years, the entire world, including the United States, underwent a severe economic recession, with record bankruptcies, bank closures, corporate failures, and extreme rates of unemployment. However, as in all things economic and political, all entities did not suffered equally. While many people struggle, and demand for many items, including gasoline have fallen, certain companies have prospered. For example, Exxon Mobil had fourth quarter of 2010 earnings climb 53% to $9.3 billion. In light of the "spin" that has blamed oil producing nations for the run up in oil prices, it is important to understand that if prices were merely rising because of increased costs, companies such as Exxon Mobil would should revenue growth, but they would simultaneously have greater expenses, so their earning would not grown nearly that substantially. When earnings grow by 53%, I believe that this is indicative of corporate greed, where large multinational corporations benefit at the expense of the public. Certainly, corporations are entitled to profits, as long as they are fair. When there is such substantial profit being made, it is simply a form of corporate greed and the public is being dramatically impacted. Just take a look at the two populist candidates, one Democratic, and one Republican. While Mr.Sanders has emphasized the unfairness of economic inequality, Mr. Trump has used the age - old technique of blaming and complaining, and getting those who feel most impacted or left out by the recovery period, to funnel that anger, by supporting him. While large corporations, or even perhaps the so - called 1%, may have benefited, many did not fare, as well, and resent it! So, our economic reality, today, is that the combination of greed by some, and lots of narcissism (What about me?) by others, has had a major impact!

It would be impossible for anyone not to have noticed what went on, both at the gas pump, filling up one's car, or at one's home or business, with the run up in energy costs being precipitated by this dramatic price increase. This has even defied the economic law of supply and demand, because consumer demand for oil has actually decreased during that period. The large oil companies profited by this said that they are entitled to a profit, which they most certainly are, yet now, that oil prices are half of what they were, we hear newspeople actually say, lower energy prices might not be good for the overall economy!! However, when oil and gas rises as quickly and dramatically as they did, it is important to recognize the ancillary impact that has on many aspects of our lives. We all, of course, saw the obvious increase at the gas pump and when heating oil is delivered. However, since most products are delivered, at least partly by truck, and trucks use diesel fuel (which in most areas of the country is even more expensive than gasoline), the increased costs got passed along to the end user, the consumers (also known as the American public), in the form of higher prices. Anyone who goes to a supermarket saw their average grocery bill go up, as either prices have risen to cover these increased costs, or sizes have been reduced (at the same cost as the original larger size- obviously, also a price increase). Isn't it strange that although energy prices have significantly dropped, in the last 1-2 years, we have not observed the same proportion of lowered prices, as we saw raised ones. FedEx still charges fuel surcharges, and prices at the pump, seem to always go up faster, than they go down.
 
My cleaner complained about how his cost of packaging, hangers, plastic, etc., had dramatically increased. Obviously that caused him to raise his prices, which translated either into fewer people using his services because of costs, or higher prices to those who have continued using his service.And, his supplies have not significantly gone down in cost, nor have his prices, now that energy costs have dropped!

How foolish must our government think the average American is when they are showing almost no increase in the cost of living. About the only thing that went down is the price a homeowner must accept if he wants to sell his home. Then, the government assesses homes at a lower price, making some individuals think that their real estate taxes will also decrease. However, all that actually happens is that the taxing authorities raise the rate taxed per assessed dollar, so again the individual takes the brunt of the pain.

Corporate greed, combined with governmental "spin" and inability to create a system to protect the average American during these times, has made these economic times trying, at best, for most Americans. We have laws known as usury laws, that protect consumers against unfair loan practices, where greedy loaners charge excessive interest for loaning money. Isn't corporate greed simply another form of usury, with even worse ramifications to the country and its economic health and well-being? And, why is it reasonable for anyone to believe, on the contrary, that people who are less skilled, educated, etc, should be paid on parity with those who perhaps work harder or are more skilled?

Proponents of rapidly raising the minimum wage are well - intentioned, but seem to overlook the possible ramifications. If labor becomes too expensive, and significantly impacts profits, businesses will address this, by hiring fewer workers, for less hours, or automating to reduce their burden! If only we could all work together, in a sane fashion?

You Need A Strategy to Communicate Your Personal BRAND

In the past few years, much has been written and said about the need to brand oneself, a business, and/ or one's business. However, merely discussing branding without a clear - cut and meaningful strategy, rarely gets any desired impact or result. Like nearly every other activity or planned action, there is a need to develop, create, and then follow a well - developed strategy, if you want your branding effort to be meaningful. Creating a brand but not following up with a good strategic plan and effort is akin to practicing and developing the best sales presentation, only to never present it in front of anyone. The reality is that you need a strategy in order to communicate your brand! Whether you are a large or small corporation, large or small not - for profit/ organization, or a service industry (such as Real Estate professional), well - considered, effective branding is an important detail!

1. What do you want to say? What is your niche? How are you different from others, and why should someone select you rather than your competition? Have you ever fully explored in your own mind's eye precisely what your niche is, and why someone should choose you? What precisely is your brand? Do you believe in it, live it daily, and are you consistent in your actions, attitudes and your words/ behaviors? In other words, who exactly are you, and why should anyone else care? Do you believe in you? If others knew what you know about you, would they choose you?

2. How are you going to get to where you want to be? If you really want to develop your own brand, you need to follow a step - by - step, clear - cut strategy and approach? If you understand the need for personal and individual branding, you will need to create a combination of a strategic and action plan. This necessitates using all forms of media available in a consistent manner. One must avoid the trap of over - relying on overusing one mode, but must rather use a balanced approach, where each method works synergistically with the other to create the same brand, and get others to understand it. In terms of media use, it means using conventional methods, alternative approaches, and digital forms. It is important to understand that after first determining one's niche or target market/ audience, it should influence and direct you as to which form should have the greatest emphasis. Conventional includes areas such as print advertising, face - to - face, snail mail, and telecommunications, etc. Alternative marketing includes those items that have been rarely attempted but that you might feel would enhance your branding efforts. Digital are areas such as social media, email, texts, webinars, eblasts, etc.

Once you've determined your niche and what you want to say about yourself, and how selecting you provide value and values, you need to create a workable and meaningful strategy. Are you ready to commit to creating your personal brand?

Why It's So Important to Respond to Emails, in a Timely Manner?

One of the major drawbacks to e-mail as a communication methodology is the fact that, while some individuals promptly respond to e-mails, others do not. In fact, have you ever sent an e-mail to someone, and then wondered if it ever even arrived because you did not get a response in a timely manner? How did you feel, and why? Did you feel they didn't care, took you for granted, or were impolite. In service industries, such as Real Estate, where a real estate professional may receive numerous emails daily, it is important to understand, that in today's increasingly narcissistic, instant gratification - type world, a potential customer of client may email several licensed real estate agents, at the same time, and the one who responds quickest, and clearly (in a professional manner), immediate has a competitive advantage!

Many businesses have studied this issue, and many require their people to carry Smartphones, so that response to e-mails is timely. (Realize that a Smartphone is only smart, if the person using it, is!) Studies in the real estate industry indicate that the average response in that industry to e-mail is from 24 to 72 hours, while agents that are trained in properly using devices, generally respond to e-mails in less than twenty minutes. Obviously, the sooner someone gets a response, the more appreciated they feel, and thus it is particularly important for individuals who deal with the public, particularly in marketing, sales, or civic- type positions, to respond to e-mails quickly. Note that even 20 minutes, in today's world is probably too long. Even if you don't have all the information readily, instantly available, shoot back an email, so the sender realizes you consider him important, and explain when you will get the information to him. Then, do as you promise!
 
Studies have indicated that e-mails are often widely over-used, because many people are somewhat intimidated by telephone and personal communication. People can often feel more comfortable in written communication than oral. However, there are many times when e-mail does not speed up the process, because written communication is often misunderstood or incomplete. Oral communication is more personal, faster, and gives one the opportunity to have misunderstandings clarified.
Since face-to-face communication is considered the most effective, and phone calls are next, one must realize that e-mails are considered less effective than even text communication. Much of that is because of the less than timely response rate of much e-mail communication.

As I consult, I advise someone to always respond to all e-mails as soon as possible. If the answer to a question is not readily available, the response should be that you will check on it, and get back to the inquirer as soon as possible. Then, the receiver of the e-mail must follow through on his promise to respond.

If you are going to utilize e-mail for anything other than casual correspondence, it is essential to respond in a timely manner. Effective use of e-mail means that one cannot wait to respond until they get to their computer, but must use some sort of personal data device (PDA) to respond as soon as possible. You will be amazed how others will appreciate your effort and promptness.

Real Customer Service PROVIDES SERVICE To Customers!

Many companies claim to have great customer service, yet most do not. It must be about serving the needs and concerns of customers, and not simply slogans, promises and rhetoric. Real cutomer service, whether in a product - based, or service - oriented industry (such as Real Estate), is not about claiming you focus on your customers and/ or clients, but rather a continuous commitment, in that direction! Having consulted to, and trained numerous customer service teams for more than three decades, I have always emphasized the need for direction from the top, and that success results from a company's actual commitment to enhancing and optimizing the customer experience. True service is not making empty promises, or using catchy slogans. It is a corporate philosophy that only arises from genuine commitment. This point was driven home to me, several years ago, when I cruised aboard the Norwegian Sun. Norwegian Cruise Lines (NCL), a company which obviously understands that corporate commitment, and runs internal programs to assure their employees live and breathe that commitment.

1. A great example for all of us to emulate is a man named Christian Schlugel. Christian is the Restaurant Manager, and exemplifies what this truly means. He is always the first officer that one observes on the restaurant deck, and the last person one notices in the evening. His contagious smile, charming personality and demeanor, and obvious enjoyment of both what he does and the passengers he serves, shines through in everything he does. He truly leads by example, and no company could even hope to have a better ambassador than Christian. I was fortunate enough to have many extended conversations with him, and he told me that he recently thanked his father for making him successful. He proudly told me that he has never been out of work for more than one day in his adult life. Christian's father asked him how and why he thought his dad was responsible for his success, and Christian responded that he taught him to "look people in the eye, listen to them, smile and be pleasant." Isn't that the true basis of customer service?

2. This is also about a company's commitment to making the satisfaction and positive experience of the consumer a primary objective. This requires management clearly demonstrating to employees, from the moment they are hired, and throughout their employment, that they prioritize serving their clientele. It requires training employees, supervisors and managers as to how they want things done. It requires getting the customer involved, and encouraging customer feedback, throughout the experience. NCL has comment cards located everywhere, so that it is easy for someone to provide feedback. They created a catchy title for their commitment, which they call, "STYLE," which is a mnemonic for those aspects that they consider most essential for their employees. At every show, their Cruise Director, on this Norwegian Sun cruise being a perky, charming, friendly woman named Jaimie, emphasized how important it was for them to make their guests happy. Executive Officers made themselves available to guests, and demonstrated their commitment to the company's view of customer service. At the end of the cruise, they emailed an informative, detailed survey, to encourage honest and complete feedback. Isn't that what customer service should be about?

3. Another superb example of desirable, quality customer service is Viking Cruise Lines. Everything they do, from the pre - cruise contact, to meeting and greeting, to exceeding your expectations, every step along the way, epitomizes what customer service should be all about!

Invariably, companies that emphasize customer service have a far higher degree of repeat business than those that do not. Successful companies understand that the more they enrich the customer experience, the better the response and reaction. We have all experiences some less - than - stellar customer service (or perhaps disservice) examples. Which do you prefer?

Business Ethics: An Oxymoron?

We often read and hear references to business ethics. Undergraduate and post graduate courses dedicate large amounts of time and resources to the topic. However, if one were to ask the average consumer if he believed that most businesses were conducted in an ethical manner, we would predominately receive negative responses. Simply stated, ethics can be defined as doing the right thing, the moral thing, and treating others with honor and respect. Related to business, this concept would include several items, and when we evaluate how most businesses conducted business, we would often avoid referring to these practices as moral. Have you thought about this concept, as it relates to your dealings with individuals, such as: Real Estate Professionals; Investment/ insurance advisers/ representatives; etc? Both of these industries have clearly delineated Codes of Ethics, yet do you feel, based on your experiences, most adhere to these?

1. One of the necessities of being ethical is telling the truth. However, when we look at how businesses, services and products are often promoted, the truth is stretched rather thin. One example, of course is the mobile communications or cell phone industry. Each carrier runs ads trying to convince us how superior they are. However, since there are no legal requirements even for using terminology such as "4G," and each carrier handles their lines differently, there is often quite a bit of variation. For example, going strictly by its ads, one would believe that Verizon cellular service is nearly perfect. Its advertisements makes claims about the clarity of its calls, how few calls are dropped, its speed, etc. While that is the case in some areas, several of my friends on Verizon service experience dropped calls, etc., in various areas, while having excellent service in others. ATT Mobility claims its system is fastest, and in some areas it is. I use the system and have had wonderful experience, yet, I know others who have been extremely disappointed. Sprint customers have similar experiences, and I have had wonderful experience with Sprint's Air Card, which worked well nearly everywhere I'd used it. However, as good as it is, it is certainly not as quick as wired or WI-FI service. Every other service has its proponents, as well as its attackers. The issue is not which service is the best, but rather how the services promote themselves. While effective advertising is self promotional by definition, misleading ads are certainly not terribly ethical.

2. Have you ever gone into a store and purchased something, and the store quickly asks you if you'd like to purchase an Extended Warranty. While there is nothing wrong with offering this, nor with the stores making additional revenues doing so, have you ever been given a clear cut explanation of what is and is not covered, and the limitations. Remember, we are discussing ethics here!

3. Investment Advisers are another area of ethical concern. Is the individual an unbiased adviser, or is he simply a salesman disguising himself as an adviser? Both duties and functions are acceptable, but which is ethical?

4. In Real Estate, does the average buyer truly understand the difference between being represented by a Buyers Agent, a Brokers Agent, and a Sellers Agent? In New York State, for example, by law, prospective buyers must be given an Agency Agreement that explains each of these. Yet, if the average buyer truly understood the differences, one would think the vast majority would prefer using a Buyers Agent, whose loyalty is directly to the buyer. Is this an ethical dilemma?

There are so many situations in business where there is the opportunity for a business, product, or representative to opt to either prioritize ethical behavior, or to merely do what might be expedient and in the store (or business, product, or reps) best interest, rather than the customer (or buyer). Therefore, one must wonder if business ethics is another one of those oxymorons, such as military intelligence, moral politician, etc.

True Happiness Comes From Helping Others!

The Founder of the renowned civic organization, Grand Street Boys, the late Judge Jonah Goldstein was fond of saying, "Happiness is the one thing in life that multiplies by division. The more you give to others, the more you have for yourself." Goldstein used this expression repeatedly at meetings in the 1940's. If everyone followed this, wouldn't the world be a better place? 

Dictionary.com offers two definitions for happiness: "1. the quality or state of being happy 2. good fortune; pleasure; contentment; joy." At the same time, Dictionary.com offers three definitions of happy: "1.pleased or delighted 2. pleasing 3. bringing good luck; fortunate." Obviously, Judge Goldstein felt strongly that for one to be truly happy, he must repeatedly bring joy to others as well as himself, thus providing one with a sense of joy, pleasure, delight and contentment.

So many people today seem to follow the "What's in it for me?" philosophy. It seems that too many people today often only "do the right thing" if they believe it will somehow materially benefit them. However, when one realizes that many of the wealthiest individuals in the world are also amongst the most miserable, it takes far more than merely the accumulation of material things, or self- satisfaction, to bring about true happiness. How many truly happy people can you honestly say that you know?

Besides being a well known judge in New York, Jonah Goldstein was famous for founding a civic and philanthropic group known as Grand Street Boys. Almost all the members of Grand Street Boys were professionals- - most of which were attorneys. The legal profession has often been much maligned, yet it is one of the first professions or occupations with an organized methodology of "giving back" to the most needy, via the "pro bono" process. Attorneys are regularly expected to, and do, perform a certain amount of "pro bono," or free legal work, for those unable to afford the cost of legal representation. Judge Goldstein encouraged widespread discussion and fabulous debating during the Grand Street Boys meetings, and in an interactive manner, encouraged members to "give back" to society, in any number of manners.

Why are so many "troubled" individuals so very unhappy? Some people have attributed this unhappiness to a variety of items, including financial reversals, financial pressures, "personal problems," or the often-stated, "He's just not a very happy person." Yet, all evidence points to the fact that those individuals that appear to be "happiest" are often those that "give back" more to society and to mankind. "Giving back" does not have to be financial, but it can be. However, merely donating money generally does not create the level of happiness that non- financial volunteerism does. Think about the people you have met who are the happiest - - - aren't they invariably the ones who volunteer more, are more charitable, and/ or more philanthropic? Should this not be a valuable lesson to all of us, and to society, especially in these difficult economic times, when many worthwhile charities so much need assistance?

Whether your stress comes from your personal life, professional/ working life, or something else, if the focus was consistently  giving back, and personal honor and self - fulfillment (not merely from a financial standpoint), you would probably become a happier person! Every day, ask yourself what you have done, to not only be a business success, but a personal one, as well!

Judge Goldstein was certainly a sage. He was an incredibly successful man professionally, yet he got more pleasure, fulfillment and happiness from "giving back" than from anything else. Wouldn't our world, especially in these troubling and trying times, be far better off if more of us emulated the judge?

How Well Do You Manage TIME?

When one examines what often differentiates the most successful individuals from most of the others, we often observe that one of the key factors is how well they manage their TIME. Even the most intelligent, most experienced individuals with the greatest expertise, often fail to achieve to their potential when they don't manage this essential component to its maximum degree. Lee Iacocca stated, "The ability to concentrate and to use your time well is everything." While it may not truly be everything (because that assumes it is the only factor), it is certainly no doubt something that makes a key and major ingredient. Managing time effectively, not only makes you better, more effective and efficient, and enhance your personal results, if you are in a position of responsibility, either serving as a leader, or serving a client, etc, in a service - based industry, such as a Real Estate professional, etc, how you manage time, often makes all the difference, in the world! Examining this from a mnemonic perspective perhaps helps us to best focus on what is needed.

1. Time management begins with a willingness and ability to train yourself. This is a far different scenario than merely taking training programs, classes, seminars, or even actual learning. It is, rather, the combination of gathering the needed facts, data, and information, and then synergistically using this information in a manner that best suits your personality, learning type and habits, desires, motivations, visions, goals, etc. This training is the ultimate form of personal development and self - discipline, because it is what will direct one to achieve to his maximum potential.

2. Far too often, individuals examine situations, and observe numerous areas that they realize need to be addressed, or need to be improved upon. However, those that merely follow a multi - faceted approach, rather than creating priorities, often get bogged down in minutia. Therefore, it is important for each of us to install personal controls, that help us to focus, prioritize, and organize as well as we can do.

3. A large percentage of individuals never even begin, but many others also merely begin but never proceed to a course of action that is essential. In order to best address how we might utilize our time, we each must maintain the course, so your plan has the opportunity to succeed. This does not mean merely never giving up, but rather developing a way to evaluate your progress, what needs tweaking, and the most efficient and effective way to proceed.

4. Perhaps the most overlooked aspect of this necessary task is how we actually examine and proceed with our goals, etc. Therefore, how we establish our short - term, intermediate and longer term plans and goals, will often determine our ability to succeed. Doing this creates a mindset for being organized, and unless one becomes efficient, focused and creative, how can he possibly best manage his time?

One can never consider how he handles his time, without examining priorities, goals, and especially personal discipline. Those who create a form of personal daily agenda, and utilize timelines and other measures/ metrics, are best able to use their time effectively, Remember the adage that both the most successful and the least successful individual both have the same 24 hours in their day, but the more successful use that time more effectively and, with greater impact!

The 6 Keys to Truly LISTEN

One of the most essential lessons anyone can learn is that it almost always far more important to effectively listen than it is to hear one's own voice. Only when we listen do we have the ability to learn and become better and more effective, as well as to truly communicate with others. Because of my affinity for using mnemonics, I've created these six steps in accordance with the first letter in the word, "listen," in this way: 1. L stands for learn: 2. I is for initiate; 3. S means to sort our the "background noise;" 4. T requires taking personal responsibility; 5. Think E for excellence and expertise; and 6. A meaningful life requires the N as in needs oriented. It's important to realize that these basic steps, or keys, apply to our personal lives, as well as the way we relate to others in the business world, regardless of occupation, etc.

1. Life should require us to strive to become better each and every day. The only way to become better is to commit to learning on a regular basis. When we stop learning, we begin to stagnate, because life is always evolving, and no matter how much you either think you know or even knew, there is always the need to learn more.

2. Meaningful life is about initiating changes and creating more and better things. What it means to be an initiator is to have the will and readiness to speak one's mind in an open and fair matter, and to be unwilling to just wait for things to develop on their own or by others, but rather becoming the actual vehicle for that change and action.

3. Much of what we hear every day is the equivalent of background noise, because either it is opinion of unknowledgable individuals, or empty chatter that adds little to the conversation. Those capable of sorting out this background noise are far better able to focus on both their needs and what they wish to achieve.

4. We should listen to make ourselves better and assume personal responsibility for our actions(or lack of). Becoming a significant human being requires assuming personal responsibility.

5. When we listen more, and speak less, we put ourselves in a far better position to achieve meaningfully. Personal greatness must always relate to devotion to excellence and expertise. Shouldn't each of us strive to become the best that we can be?

6. Don't we need to focus on needs? When we listen with the intent of becoming more empathetic and better people, we listen in order to become primarily needs oriented. We become better people and contribute more to our own well being, as well as society, we learn from our listening, as opposed to the masses who often hear without really listening.

Don't just talk and hear, but make your conversations enhance communication. When we follow these six basic keys, we don't only hear, but we effectively listen.

Everyday Narcissism. or Excessive Overindulgence?

How often do we hear someone use the words narcissist, narcissism or narcissistic bantied around in conversations, articles, or discussions? In the vast majority of cases, when someone uses one of these terms to describe an individual or type of behavior, it is meant in a far less than complimentary manner. In fact, we also witness movies and television shows where a villainous character is referred to as being a psychotic narcissist. However, the reality is that nearly everyone possesses some degree of narcissistic moments. Often, there is a rather fine line between this type of behavior, and possessing a needed, powerful and positive self - image and attitude. In this year's Presidential election, one leading candidate has often been referred to, not only as narcissistic, but also misogynistic! When is it harmless narcissism, and when does it become excessive, and  overindulgent?

1. What are these narcissistic moments, and how do we exhibit them? Some of these include the rather normal desire that many individuals have to receive credit and/ or recognition for what they have done, performed or achieved. This is neither a positive nor negative behavior or attitude when it is transient in nature, and does not overwhelm and interfere with one's ability to move on and focus on the present and the future, rather than remaining in the past. When we maintain our ability to continue our quest to do more, and be more impactful in the future, this is a normal behavior. How often have you observed something happen to someone else, and your immediate reaction was how it might be interfering with you or something you had planned, or that it might inconvenience you? The essential differentiation between this being a normal reaction or behavior, as opposed to one that brings on a degree of dysfunction, is often how quickly one transforms his mindset from this what's in it for me? persona, to becoming a part of the solution.

2. When does this become excessive overindulgence and become a pervasive and negative way of behaving? The major differentiation is when we permit our ego to dominate over service, and needing rather than wanting praise. We are stuck in the me first of overindulging when the focus not only begins with, but remains fixed on, the I instead of the we (remember the adage that there is no I in team).

How do you conduct your life on a regular, everyday basis? How to you perform in your professional life? Do you follow the most selfish aspects of your ego, or use your strengths in order to better address the needs of society, and to improve the overall conditions and situations? It's up to you, and how you proceed on an ongoing and consistent basis!

How To Convert Customers to CLIENTS?

Business owners and managers are often confronted with being able to differentiate between obtaining customers, as opposed to maintaining and servicing clients. Basically, a customer is someone who purchases something, or uses some service, without commitment or serious consideration of maintaining any type of serious commitment or allegiance. On the other hand, a client generally feels a greater kinship and connection, and therefore, often becomes the type of word-of-mouth ambassador, who is usually one's greatest source of referrals and references. Great management realizes how important it is, to transform customers to clients, in order to become sustainable and profitable. Whether a product or a service is being offered, clients become repeat customers, and this conversion process eases the process of constantly searching, spending time, money and other resources, because the lifetime revenue per client, is significantly greater than per customer. Here is a mnemonic approach to developing CLIENTS.

1. Change your focus; create a bond; truly care: Wouldn't it make sense to spend far more time servicing and satisfying happy clients, than constantly needing to obtain disposable customers? This requires changing your focus and approach, and caring enough to create a connection or bond, that develops a loyalty from your clientele!

2. Learn about them; let them know/understand you care about them: Customers will not become clients, merely because you intend to do so! Rather, the process requires a consistent approach, where you effectively listen, and serve their needs, addressing their priorities and concerns. You must communicate and articulate your message, in a way that comforts and connects!

3. Integrity; ideas; integral: You can't fake it, but rather your integrity must be absolute! How will your ideas benefit others? Why should others feel, your business, etc, is integral, and important, for them?

4. Energize; earn respect; empathy: Others become energized and enthusiastic, when you proceed with a high degree of inspiration energy. Don't merely do anything, but do so, with empathy and caring! Don't expect, but rather earn their respect!

5. Needs-oriented; develop a niche: A great manager learns from the successes and/or failures of other, similar organizations. However, no business should aim to merely become a mirror-image, or carbon-copy of another, but rather should develop, communicate and articulate its specific niche, and do so effectively, and with a purpose that attracts others, to want to do business with you. This may be factors such as: individual/personal service; quality; selection; options, etc.

6. Treatment; take care; timeliness: Ask yourself if you are treating those you do business with, the way you'd want to be treated? Do you take the time, and make the effort, to create an optimal experience? How timely and relevant are your products, efforts, and/or services?

7. Satisfy; strengthen; solve: What will you do, to not only provide some service, or sell some product, in order to create a higher/better level of quality and satisfaction? How can you make your company, etc., stronger and more relevant? Will you become a major component in the solution, or merely an extension of the proverbial, problem?

Most companies (as well as many independent representatives, such as Real Estate professionals) fail to differentiate between customers and clients, at least until, it become dangerously late, or crisis-ready! Will you make them your CLIENTS?

If All Else Fails, Your Last Resort is to Make a Suggestion

You've attempted everything you know to convince someone. You have utilized and employed every technique and methodology to try to make your point in a convincing, winning way. You have used the "Five Steps" method of answering objections, and been effectively listening to the other party. Yet, you still are unable to "close the deal." What should you do next?

The typical reaction is that most individuals simply give up their efforts, figuring that they have done everything they could, and still not succeeded. However, in most cases, they probably have not. When you've tried everything you know, and retried in the proper manner, and still do not get the reaction you are looking for, and desire, yet you are convinced that your point is well considered, thought out, and the correct approach, there still is one additional technique to employ. At this stage, you should simply say, "May I make a suggestion?" Once you say that, it is essential that you stop speaking.

While many individuals find it relatively simple to decline an offer, or at the very least, either procrastinate, delay, or stall, almost no one will respond negatively when you ask that question. However, this technique will only be effective if you steadfastly obey the "ZTL" method. "ZTL," or "zip the lip" means that you say nothing until the other individual responds. The basic rule of this philosophy is that whoever speaks first after a question, loses this part of the "game."

Once you get an affirmative response to, "May I make a suggestion?" which you will, even if the other party doesn't want you to, is that you must take advantage of the opportunity. The best method is to begin to ask probing questions, like, "I am a little confused because most people I've explained this to decide to pursue it further. What exactly is it about this idea that keeps you from acting?"
Once you say that, once again employ "ZTL" and wait for an answer. Listen intently, and respond to the individuals concerns. Often a stumbling block is that people tell you that "I want to think about it," which really, in most cases, is little more than either a delaying tactic, or a pleasant way to say no. Answer each and every question and concern concisely and precisely, in a calm and patient manner.

It is important to eventually re-close on an action regarding the concept or idea. In my three decades of training, I have witnessed some fabulous presentations that did not achieve the desired result simply because the presenter did not close and re-close. Your final suggestion is the "sample order" approach, recommending an individual try something in a very limited manner for a specific period, and if it is not everything you say, then terminating the relationship. You must, however, always be open and honest in your presentation, or you will never have a satisfactory relationship in this situation.

So Much Emphasis on Social Media, But, Is It Really Social??

Everyone talks about how important the use of Social Media is today. Depending on how comprehensive a definition you wish to use, social media can include sites like Facebook, Flikr, LinkedIn, Twitter, Active Rain, MySpace, YouTube, etc., as well as Blogs, e-mail, personal or business websites, etc. But are these sites really social? Granted you contact many other people. But far too often these sites are used so that an individual can somewhat anonymously "speak" to others, without having to make eye contact. In many cases, social media has actually had the effect of making people less sociable, preferring to use the less personal avenues because they are often more "comfortable."

While I completely believe in using these media and extensively do, I still believe the "old-fashioned" method of "face-to-face" contact, or picking up a phone, are still more effective. Social media is best used to drive a reader's attention to a more detailed blog or website. Those formats drive business or contacts to the writer or creator of the site/ blog. However, the use and effectiveness of a Blog or a website is ONLY as effective as how well that vehicle stirs interest or excitement in the reader. Blogs and websites must meet a reader's expectations, or they will only be looked at once!

Think about how often you send an e-mail and don't get a response. Or the response doesn't answer the question, or elicits another question. Think of the amount of time and energy that have been wasted, when simply picking up the phone might have quickly resolved the issue. Many people rely on e-mail, for example, rather than the telephone, because they find it easier, more comfortable. Others find it easier to express themselves, especially negatively, in an e-mail rather than in a phone call.

E-mail and social media are best used either as an introduction, or a follow-up to other forms of contact, or when the other more personal forms are impossible to achieve. It's useful as a reminder, add - on, or way to gain additional attention, etc! For example, statistics indicate that the "closing ratio" (or percentage of sales to contacts) is far higher with calls than with e-mails. Statistically, face-to-face is most effective, however.

I fear that far too many are becoming too dependent on this non-personal form of communication, and that important messages might be misconstrued. The argument is sometimes made that it is faster and easier to use e-mail than the phone. While it may be easier at the moment, because of the lag-time, the incorrect interpretations, and the back and forth, the reality is that often a phone call accomplishes a task much more effectively and efficiently. While an e-mail might suffice for simple announcements, or less pressing issues, it often is not the best medium for more urgent issues. Think about it.

Why Great Negotiators Are Superb Listeners?

We often perceive that one is great negotiator because of his personal strength, commitment, ability and perseverance or persistence. While all of these factors are needed and involved, one that is too often overlooked is the need to be a superb, effective listener. When someone listens carefully, he is able to understand more clearly the needs of his negotiating adversary, and can better proceed to achieve a meeting of the minds that nearly always determines the success of that negotiation. These skills are important ones, whether you are negotiating a contract, a real - estate deal, or in some inter = personal dealings! Effective negotiating necessitates having the ability to:

1. clearly communicate the needs of both parties;

2. relate to not only the position you represent but also the opposing one;

3. have a willingness to thoroughly discuss needs and priorities;

4. sufficient communication needs and patience to explain your position; and, finally and perhaps most essentially,

5. listen to concerns in an empathetic manner.

1. What does communication mean as it relates to negotiations? Unless both parties clearly communicate their positions, it becomes nearly impossible to develop the needed atmosphere and forum to achieve needed objectives.

2. Can you relate to the other person or party's positions, needs and points of view? Unless someone is willing to dedicate himself to relate to and empathize with his adversary, how can they develop the path towards win - win negotiations?

3. Don't ever assume that the other party knows what you need, or that you know what they need! Rather, take the time to ask clarifying and informative questions, and get to know each other before you begin the nitty gritty of actual negotiating.

4. Once you've followed the first three steps in a thorough manner, take the time and effort to explain in detail what you're looking for, why it is so essential and important, and ask for feedback and give and take. The better both parties commit to the explanation process, the better the possibility of an impactful and meaningful agreement.

5. The previous steps all depend on this one. The basis of negotiations must be to listen to concerns, needs, and objections voiced. One reason that many negotiations break down is that the two sides interrupt each other, speak at instead of to each other (or even better, with each other!), and overlook needs, concerns, etc. In order for any negotiation to be successful, especially in the longer term, it must be approached from the point of view of win - win, rather than merely being oppositional or greedy. The better the two sides get to know each other, invariably, the better the results.

If you want to negotiate effectively, begin with being an effective listener! How can you possibly come to a meeting of the minds if you don't understand both sides of the position?

How To Effectively Conduct an Interview?

There have been numerous articles and books written about how one should prepare himself for an interview. Yet, there is far less written about what the interviewer should do. Having interviewed hundreds of applicants in numerous fields, and trained others in the basics of interviewing, it still amazes me that the typical interviewer is so ineffective in ascertaining information to base a definitive decision about an interviewee.This is also relevant to a salesperson or representative meeting a potential client, for the first time, because only when one enhances his overall perception, does he optimize his performance and skills.
 
A large number of interviewers do not carefully review resumes prior to the interview. An effective interviewer should be able to "read through the B.S." that appears on a resume, and get to the gist of the relative information. Many interviewers spend too much time talking, and not enough time listening. Too many interviewers go into the interview process unclear about what they are really looking for or need; what are the priorities; which is more important - - experience, expertise, or training/ education; what kind of prior experience is truly relevant to the proper and efficient performance of this job, etc.

An interviewer should be prepared and follow the following steps and procedures:

(1) Thoroughly pre-read a resume, mark it up, and ask probing, relevant questions;

(2) Ask the applicant what they are looking for - - is it a job or a career? Listen carefully to the response, and if it is answered with the politically correct-type rhetoric and fancy language, ask, "What do you mean by that? How would that apply?"

(3) Ask applicant what they know about your company or organization.

(4) Pick out several of the items from the resume - - one at a time - - and ask how that experience relates to this position.

(5) Don't simply accept rhetoric as responses, but ask questions like, "What do you mean by that?"

(6) What is the posture of the applicant?

(7) Does applicant make eye contact?

(8) Ask what greatest strengths are. Then ask follow up questions about how those strengths apply. Examine how you feel about these responses.

(9) Ask what biggest weaknesses are. Everyone has weaknesses - - see how honestly and directly the applicant answers this, and what this tells you about the individual.

(10) Briefly explain what the position being offered is. Then ask, why the applicant feels he is qualified for this position.

(11) Briefly explain your expectations. Ask for a response.

(12) Take notes during the interview so that you remember what you like and don't like about the applicant..

(13) Ask if applicant has any other questions. An applicant should. Answer them briefly and to the point.

(14) Don't get "buddy-buddy." Be friendly, but remember this is an interview, and you should maintain control.

(15) Stand up and thank the applicant for coming, and give a finite date when you will notify applicant of a decision. Keep your word and contact applicant - - pro or con - - by that date! Shake applicants hand. How does applicant's handshake make you feel about him or her.

(16) As soon as applicant leaves, take a couple of minutes and write your comments and/ or reflections on the resume. Make two columns- pro and con, and evaluate candidate that way. Give the candidate an overall rating.

(17) The final consideration - - How did you personally feel about this applicant? Is this the type of individual you would want to work with? Do you feel the applicant is qualified? Do you have an overall positive or negative impression? What do you believe are the intangibles that may impact your decision positively or negatively regarding this applicant?

If an interviewer follows guidelines like these, and customizes them to fit both need and the interviewers personality and style, better hiring results would ensue. To optimize results, this type of systematization is necessary!

Is Inflation A Good or Bad Thing, & Other Lies, Distortions, & Half - Truths?

Economics, economic theories, and political realities often cross paths, and make many people wonder what's going on. We have offered heard about the dangers of inflation, the dangers of recession, and other similar terminology, yet most of us will hear the media, and especially the business media, one day warn of the risk of inflation, and another day cite the lower than anticipated inflation rate as something to be concerned about. There are even different sets of indexes, one that includes core items (whatever that really means) and another that measures the inflation rate including energy costs.

The only thing that most American consumers concern themselves about from day to day, is how these costs impact them; whether they feel like they are better off than they were, regarding spending power, income, etc.  Is their cost of living going up, staying the same, or going down. I have not met anyone recently that has told me that he feels that things are costing him less, even though we supposedly have a very low inflation rate! At the supermarket, manufacturers continue their clever "game" of effectively raising prices by keeping prices the same but reducing the package size. Shouldn't pricing be considered for these cost of living indexes the way the unit pricing is required by a lot of states, that is, by showing the cost per ounce, or per serving? Most of us have observed increased costs in milk, most meats, fowl, fish, cans of soda, bottles of soda, etc. Yet, we are being told that there is no or little inflation.

Gas prices are constantly fluctuating, yet the pattern is that prices go up over time, even though we are presently in a period where gas prices are low. But, have you ever noticed, that the price at the pump immediately goes up, when crude oil rises (even though it takes at least 60-90 days to become gas), but does not drop nearly as quickly when crude prices fall> About the only thing that has not kept pace with these increases is average wages. Many workers are being paid for fewer hours, while others have been laid off. The unemployment rate statistically is about 5%, but realistically is more than 9%. Many Americans are either under-employed or unemployed, and this has been going on for so long, that, for many, unemployment benefits are expiring, or have already done so. If these people's benefits run out, the statistics will show a lower unemployment rate, because the official statistics does not count people not collecting benefits. It also does not count individuals who owned small businesses, that had to go out of business, because owners of these types of businesses are generally not eligible for unemployment.

The bottom line is that statistics are misleading. There is an old saying that the difference between a recession and a depression is, that it's a recession when it happens to someone else, and a depression when it happens to you. It is time for the American public to demand that our government officials stop partisan politics, and realistically address the economy and the joblessness issues, making those the overwhelming top priorities.