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	<title>Gralico</title>
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		<title>Maximise Corporate Productivity with these Simple Steps</title>
		<link>http://www.gralico.com/congnghe.php</link>
		<comments>http://www.gralico.com/congnghe.php#comments</comments>
		<pubDate>Thu, 17 Mar 2011 22:08:27 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
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		<description><![CDATA[Do you know that you get 80% of your results from just 20% of your time and effort and consequently 80% of your time is virtually wasted on non productive activities?. Once you realize this it is easy to take advantage and either reduce the hours you work or significantly improve your productivity. The 80-20 [...]]]></description>
			<content:encoded><![CDATA[<p>Do you know that you get 80% of your results from just 20% of your   time and effort and consequently 80% of your time is virtually wasted on   non productive activities?. Once you realize this it is easy to take   advantage and either reduce the hours you work or significantly improve   your productivity.</p>
<p>The 80-20 rule was first discovered by Italian economist Vilfredo   Pareto a hundred years ago.  Using this knowledge is incredibly powerful   in combating the &ldquo;not enough hours in the day&rdquo; mentality of today&rsquo;s   society.</p>
<p>The 80-20 rule means that in any area of our lives, literally 80   percent of our fruits are derived from only 20 percent of doing &ldquo;what   matters&rdquo;. In other words, there is only a very small portion of all that   we do each day, regardless of the situation, that brings us the &ldquo;higher   return&rdquo;. </p>
<p>How can you benefit from being aware of this principle? Implementing a   strategy based on the 80-20 rule can result in greater wealth and   greater leisure time? Just imagine how productive you will be if 80% of   your time could be spent on productive activities. You have to realise   that the things that matters most should never be at the mercy of   activities that matter least. </p>
<p>Here are 5 Steps to maximumise your productivity:</p>
<p>1) Keep a work log for at least a week</p>
<p>Write down all of your activities and the time spent doing them. I   appreciate this is time consuming initially but it is essential you get a   true picture of your working week.</p>
<p>2) Analyse your activities</p>
<p>Separate your activities into high priority – those that produce a   return or where only you have the skills to do the work – and low   priority – activities others can do where the activity can be delegated   to support staff. You will almost certainly find that you are spending   most of your time on low-priority activities rather than activities   directly providing a return. In almost all businesses these non   productive activities tend to absorb time at a far greater rate than   they should. </p>
<p>3) Delegate non productive activities</p>
<p>Once you can identify the low priority activities delegate as many as   possible to support staff providing training where required. If   necessary employ an additional member of staff to take responsibilities –   the cost will be more than offset by your improved productivity. There   may be a number of low priority activities you are tempted to keep.   Unless it is absolutely unavoidable don&rsquo;t be tempted and don&rsquo;t get   involved in non productive activities or your productivity will fall.</p>
<p>4) Calculate the time required for any remaining low priority activities</p>
<p>Once you have delegated all that you can, your next step is to   calculate how much time you should be spending on the remaining low   priority activities to make maximum use of your productive time. Do not   work disproportionately hard at these low priority activities and set   aside specific time each day or week to complete them.</p>
<p>5) Prioritise your remaining activities</p>
<p>Once you have cleared out the activities that do not bring you any   return, it is time to turn your attention to the activities in your life   that are bringing the most reward. Prioritise your activities and   concentrate most of your time just on a few high-priority activities. </p>
<p>The objective throughout is to maximize your results from the areas   of high return and to delegate those activities that have a low return.   Having to spend a disproportionate amount of time on non productive   activities is a major source of stress for many businessmen. Delegating   these activities will therefore have the added benefit of reducing the   stress you are under. It is all about doing less work for greater   return.</p>
<p>Fortunately online bingo is none of these things.</p>
<p>For many people, bingo is a chance to meet new friends, to have a bit   of fun and to spend money on something, in their spare time, which they   feel they get a return from, whether emotionally for financially.</p>
<p>Of course, a return financially is highly unlikely because the odds are stacked against you, right?  Or are they?  Current <a href="http://www.bingominis.co.uk/">bingo</a> software is coded to deliver a return to the bingo operator of a   specific percentage. Current research shows that percentage to be around   30-35%. That means for every £1 you spend, the bingo site will keep   around 35 pence for operating costs and profits. The rest will go into   the jackpot as prize money for each game with a percentage towards a   progressive jackpot. And of course, it does not benefit a bingo site to   keep most of the money for themselves, otherwise their players will soon   realise that no-one is winning, their prizes will become small, the   dish has gone cold, and the hunger for a different bingo site grows   rapidly.</p>
<p>For more success in life, whether that is more money, more time with   your family or just making time for golf you should start implementing   the 80-20 rule immediately. It will help your career as well as your   personal life and, as a bonus, following the 80-20 rule day in and day   out can make you very wealthy over the long term.</p>]]></content:encoded>
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		<title>How to Handle Customer Disputes</title>
		<link>http://www.gralico.com/tckt.php</link>
		<comments>http://www.gralico.com/tckt.php#comments</comments>
		<pubDate>Thu, 17 Mar 2011 22:06:56 +0000</pubDate>
		<dc:creator>Admin</dc:creator>
				<category><![CDATA[3]]></category>

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		<description><![CDATA[If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience. If you fail to meet the customer’s expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company. If [...]]]></description>
			<content:encoded><![CDATA[If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer’s expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.

Read on to find out exactly how to do this.

1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn’t possible, final resolution should occur within 5 – 10 business days in order to maintain and build loyalty.

2. Give Them Something. Coupons, product samples, and other freebies have a definite impact on loyalty after a service failure has occurred. Years ago American Airlines gave me 7000 frequent flyer miles after I experienced a gruesome delay. And that gift of miles, was enough to make me come back. But don’t take my word for it: A study conducted for the Society of Consumer Affairs Professionals (SOCAP) found that 58% of complaining consumers who received something in the mail following their contact with consumer affairs departments were delighted, versus only 40% of those who did not receive anything. Giving customers token items, such as coupons or product samples, after a service failure both increases the perception of value and serves to maintain loyalty.

Okay, so by now you should have all heard about this ‘fast food’ style phenomenon called online bingo. Interested? Want to know what it tastes like? Slightly afraid you might become addicted to the flavour and so you are staying well clear?

Well, let me give you a bit more food for thought. It may help you decide that online bingo is a tempting dish, and if you do not play immediately you will enter a kind of spasmodic epilepsy, cured only by the sound of a voice in the distant bingo halls calling ‘BINGO’. Or it may confirm your initial view that online bingo is for those with an appetite for loneliness, a craving for bankruptcy and a hunger for the monotonous.

3. Only allow the friendliest, most helpful, and diplomatic employees to talk to customers. Employee courtesy and attitude are critical factors in regaining the goodwill of customers who have experienced a problem. Customers contacting a company with a problem want to talk to a person who is courteous, professional sympathetic and understanding. Additionally, employees must be skilled in communicating with diplomacy, expressing empathy, and representing the company credibly and convincingly during times of consumer distress. The attitudes and behaviors of frontline professionals form powerful lasting impressions with customers whether these impressions are positive or negative.

4. Encourage your people to “Be Gumby”. You remember Gumby don’t you—the green rubbery figure that Eddie Murphy portrayed so hilariously on Saturday Night Live? In my seminars I teach employees to “Be Gumby” when it comes to dealing with customers. By being Gumby, I mean do whatever it takes to service customers. This includes being flexible, bending over backwards, making a 180 degree turn when you were heading another direction on a non customer-impacting task. It might even mean standing on your head. The idea is to be completely customer focused. Being Gumby guarantees you’ll always make customers happy.]]></content:encoded>
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