Making Your Move: 5 Approaches That Will Ruin Your Chances with a Prospective Client (& What to Do About It)

Making Your Move: 5 Approaches That Will Ruin Your Chances with a Prospective Client (& What to Do About It)

by Cathleen Elise Rossiter

“If you respect the customer as a human being, and truly honor their right to be treated fairly and honestly, everything else is much easier” – Doug Smith –

 465352043As a consumer, I have seen a great many approaches to courting my business. In my thirty-two years in the field of Customer Service, I have seen a great many more. Most of these approaches leave me speechless – well, actually, once I pick my jaw up off the floor, they leave me in desperate need of a soapbox from which to expostulate.

Courting clients, like courting a sweetheart, is a delicate art – one that requires finesse and attention to detail. Above all courting clients requires respect. Let’s look at the five sales approaches that companies use most. These approaches top my list of the worst techniques to enticing clients to purchase your product or service for the simple reason that they are meant to provoke a quick sale with little regard for developing a true and lasting relationship with the buyer.

  1. Screaming and Excessive Hype (the marketing equivalent of a beat-down) – Think about your days in grammar school. Did you ever pay attention to the teachers who screamed at you or spent the class time pounding the information into your brain? By the end of class, your brain was suffering from an intellectual concussion, swelling beyond the confines of your skull, numb from the pain of the beating. You hated that class and the teacher who inflicted the suffering. As a business owner, what would make your potential clients feel any differently about you, or what you offer, if you approach the sale with this Old School Teaching mentality?
  2. Patronizing or Belittling those without your product or service – This tactic always reminds me of the bully who tries to make himself or herself look better or feel important by talking down to or making fun of those they deem vulnerable. To those with this mentality, work at making the vulnerable feel more so, thereby in acute need of the bully’s services. Again, the victim resents the bully, continually looking for ways to avoid him or her and get away as soon as possible. How loyal will any clients be to your company and product who are gained by being bullied into buying?

  3. Begging or Desperation – This one should be obvious yet I see far too many business owners resorting to this approach. Think of all the scenarios in which you encounter people begging something from you – a c0-worker for gas money/lunch money/a date, an irresponsible neighbor for another night of babysitting to go clubbing, a stranger on the street for a handout, a friend’s brother for a sympathy sale of the steak knives he peddles door-to-door. Unless you are Mother Theresa or Princess Diana, your instinctual response is to runaway as fast and as far as possible. Sometimes both parties are uncomfortable with the situation. Oftentimes only the person of whom the resources are requested is the one feeling awkward, cornered, trapped, helpless. Not only does this approach set skin to crawling, as a business owner, it eradicates all credibility and professionalism, labeling you and your company as incompetent and clueless.

  4. Taking – This one is particularly irksome to me, as a consumer and a business owner because it leaves me feeling used and abused. The most prevalent form of this approach is the misused automated e-mail and newsletter. I receive endless e-mails filled with sales pitches faintly disguised as friendly, personal notes to me intended to solve my problems (or in Office Speak, to add value to my life). The only thing these e-mails do is to w.a.s.t.e. m.y. t.i.m.e. period. If someone is bold enough to blatantly disrespect me by bloating my inbox with demands for me to “Buy Now” because “This Limited Time Offer” “Ends TONIGHT” so “Don’t (be a loser and) Miss Out”, I have no qualms about filtering these e-mails directly to the trash where they belong.  

  5. Elitism or Discounting/Dismissing/Judging a potential client by appearances – I am always reminded of the scene in the movie Pretty Woman where Julia Roberts’ character goes shopping, the classic example of what not to do. Watch the clip. It speaks for itself.

If you employ any of these tactics, you may be interested to know that:

  • 30 % of your business’ success lies in the success of your relationships with your clients.
  • It costs more than seven times as much to attract a new client than it does to keep a current client.
  • There is a significant difference in the lifetime value of your Average customers and your Above Average Customers. [This article will enlighten you. Make certain that you are sitting down, as I know you will be quite surprised.]

By relying on The Dreaded Five, as I like to call them, you literally are reaching into your corporate coffers and handing wads of cash to your competitors. If you want to eliminate the extra stress of having to slave away constantly for little return, you need to look at the client acquisition process differently. The best way I have found to do this is by mastering The 3 Cs of Superior Client Relations – Consciousness, Compassion, and Communication.

Taking note of the core element that each of The Dreaded Five have in common is the complete lack of respect for the potential client as a human being. People who are drawn to these approaches generally view their audience as Targets, Spend, Prospects – all impersonal terms, terms for things and theories.

Removing the person from the message is the same as trying to talk to a cement block. Cement blocks have no need of what you offer.

  • Rather than screaming sales messages at your audience, try starting a conversation with them and listening to what they say.
  • Rather than talking down to your audience as if they are morons or three-year-olds, try talking with them as respected members of the community, as adults with a different point of view.
  • Rather than begging anyone and everyone for business, try focusing on educating those who would most benefit from your product or service about the pieces of the puzzle that they are missing and what they are missing out on by not having these pieces.
  • Rather than constantly demanding something from your potential clients, try giving with not thought to what you will receive in return.

This month, take stock of your sales approaches. What type of relationship with your would-be clients are you setting up with these approaches? Are you creating relationships filled with apprehension and animosity that won’t last long, or are you initiating nurturing relationships that will last far into the future? The next time you make your move, if you approach it properly, you will be assured of a second look, a date with your ideal client, because your potential client will know that you are in it for the long haul.

 

2016 Copyright - Cathleen Elise

The Little Things Add Up: It Pays to Become Conscious of Your Reason for Being in Business

Little Things Add Up: It Pays to Become Conscious of Your Reason for Being in Business

by Cathleen E. Rossiter, PCS

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“You can only become truly accomplished at something you love. Don’t make money your goal. Instead, pursue the things you love doing, and then do them so well that people can’t take their eyes off you.” –Maya Angelou

 

Standing in line at my local coffee shop this morning, I contemplated the fiasco unfolding before me – the same fiasco I have witnessed each day since they opened their doors several years ago.

Today, there were four people behind the counter preparing orders and taking payments, fifty percent more staff than usual. One would think that this increase in help during the morning rush would be a good thing. Well, only if the additional people know what they are doing. They did not. This is, of course, not their fault. The owner’s idea of training is to run through quickly with the new hire how to operate the machinery and heave them into the fray, bewildered and terrified by the throng of commuters clamoring for their liquid defibrillators, their quad-venti-caramel-macchiato-jolts-of-life to begin their commutes to work (for which they are already late).

Between the shortage of baked goods (the baker’s tantrum heard more clearly throughout the store as it persists), the constant turnover in staff, the slightly inconvenient hours, and the owner’s blatant lack of social skills, I am amazed at how long this business has survived. It is clear, listening to the others in line, that people want to see this owner succeed because there is the potential for something truly special here. The owner is a wonderful and fascinating person, the food is of the highest quality and inventive, the coffee is fantastic, and the space is cozy. With some reworking this place could be a center of local activity.

The core of the problem seems to be the owner’s attitude. She really doesn’t like the business. She is more comfortable in the large corporate environment from which she came, being told what to do by a supervisor. She hates being in charge. She prefers solitude in which to be left alone to work. She doesn’t do conflict. And coffee? She can take it or leave it.

In becoming a successful business owner, it is critical that you be able to articulate what it is about the work you do that sets your heart aflutter, as well as the aspects of the business that sends you running, screaming into the night. Unless you can explain your passion, you will never be able to relate it nor convey it to your staff and customers. How can you expect your employees and customers to care about your business if they think you don’t care.

I once worked with a client whose contentious employee relations were spilling over to his customers. His employees couldn’t stand him, he couldn’t stand his employees, and his customers were paying the price in constant turn-over, constant mistakes, and added stress due to poor treatment. Working with him, I asked, “If things are at the point where you hate coming to work every day, why do you stay in business?”

What followed was a passionate discourse on the effect his services had on his customers’ lives and how he felt privileged to be a part of changing lives for the better. He was angry all the time because his employees didn’t care, they took no initiative, and made no personal connections with customers.

   “Do your employees know this?” I proffered. “Do they have any understanding of how much a part of this mission they are? Can you see how they could misunderstand your frustration with the situation as your being angry with them even when they do what you tell them to do?” Once he saw all the little things that added up to the colossal mess he was dealing with simply because he had never put words to his passion, he was able to communicate this to his staff and instill in them the same passion, which in turn they passed on to their customers.

Articulating your passion helps keep you focused on the passion – which makes it easier to keep problems and the less savory aspects of the business in perspective. During this month dedicated to expressions of love, send yourself a Valentine. Take the time to write down what it is you love about what you do, why you are so passionate about it, and how you can declare your undying love to your staff and your clients.

If you don’t love the work you are doing, explore the things you do love to do. Start a relationship with them and see which one is your one true love. Like all true love stories, the rest will sort itself out.

 

2016 Copyright - Cathleen Elise

Feeble, Foolish, Wise, or Skillful

“Feeble, Foolish, Wise, or Skillful”

By Cathleen E. Rossiter, PCS

 

“The feeble tremble before opinion, the foolish defy it, the wise judge it, the skillful direct it.”

– Mme. Jeanne Roland –

 

Today’s issue of The Rossiter Report is simple and straightforward – a meditation for the week. Take this week and gauge your reactions to other’s opinions (clients’, coworkers’, everyone’s) in comparison to the quote above. Once you see where you stand, determine if there is some other place in the spectrum you would rather fit, then work towards that goal. If you seek, truly, to build a team that has a great, positive impact on your company,  your success in this endeavor will be directly related to where you fall, ultimately, in the line-up.

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Copyright © 2014 – Cathleen E. Rossiter, PCS

All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

The Rossiter Report – V2;N2 – “Breaking Out of the Chicken Farm”

The Rossiter Report – Volume 2;Number 2

by Cathleen E. Rossiter, PCS

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“Breaking Out of the Chicken Farm”

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Ginger: So laying eggs all your life and then getting plucked, stuffed and roasted is good enough for you, is it?

Babs: It’s a livin’.

Recently, I have been hearing a great many business owners expressing the dire need for employees who “think on their feet” regarding the jobs they were hired to do. These business owners are dumbfounded and frustrated at the fact that their employees (most of whom are long since out of high school) take no initiative and will not think beyond the immediate task at hand, as if they are working from a script and have no thoughts or words beyond that.

More and more, business owners are faced with a workforce who is looking to be told what to do at every turn. Perhaps it has to do with the fact that the generations of children that have grown up being shuffled from one scheduled activity to another, constantly told what happens next, what to do, and how to do it are becoming the bulk of the people in the workforce at large. Perhaps it has to do with the way the corporate world has functioned for the past several decades – where employees are told that their input matters and are encouraged to contribute, yet penalized in a variety of ways when they do contribute. This experience leaves the workforce to interpret this message as proof that the only way to move forward is to put one’s head down and wait for the next instruction.

Battery Operated Toy Robot

Regardless of how we got this way, it is critical for us to break out of this prison, taking the initiative to risk change. With the economy in the state it is currently, people are afraid to make waves and risk losing their jobs. Believe me when I say, “I’ve been there. I understand”. The problem that arises because everyone takes this point of view is that things never stay the way they are, they only get worse. We simply get used to the new norm and tell ourselves that things are the same. This is what Ginger the chicken in the movie Chicken Run is trying to get her fellow inmates to see. The quote referenced at the beginning of this article was prompted by Ginger recognizing the signs that something much worse was on the horizon for them.

For those of you who have never seen the movie, I not only recommend you watch it (if only for the pure entertainment value), but I will summarize the plot for you. Ginger is a chicken living on a chicken farm that is run like a prison camp (think Stalag 17 meets Hogan’s Heroes). Ginger’s only thought is to break free of the tyranny and live a free life, beyond the hills – with grass and sunshine; with the freedom to live the life she decides, the freedom from fear, boredom, and abuse. Her difficulty, and challenge, is in trying to convince the other chickens on the farm that the way things are is not how they were meant to be – that there is a better, happier way of living. Ginger could easily escape on her own, she had done it many times, but she cares enough about the other chickens that she will not escape unless they all can.

In the quote above, Ginger is asking her fellow chicken inmates to think beyond the mechanical routine that leads to, in their case actual death. In the case of so many people in the working world/Corporate America, this life leads to a broken spirit and emotional death. Ginger is trying to connect with the thinking part of her fellow chickens to open them up to their reality as well as the possibilities that are available to them if they would only think about events as they unfold and take the risks necessary to obtain this new life of freedom.

So too the contemporary business owner.

This begs the question, “How does one get beyond this mentality in order to create happy, thinking individuals who take in the whole scenario, process it according to what is right to do in the situation, and take the initiative to go ahead and DO what needs to be done?”

Consciousness is the key.

As an employer, you have to be conscious of your own work habits and the example you are setting. I once worked for a woman who hounded her underlings (yes, that is how she thought of us) to be productive and would publicly scold and berate us if she walked by and we happened to be taking a breath because, in her eyes, we were slacking. Her behavior created extreme resentment in her staff because her workday consisted of nothing but slacking (i.e.; complaining about all of the e-mails she had to go through and that she had no time to deal with them. In the meantime she would spend 90% of the time she was not in meetings texting or telephoning her friends and family).  This same woman would consistently change the essence of the tasks she delegated without telling us, then berate us for failing at the task. The behavior that she was modeling was creating an atmosphere of insecurity and instability which resulted in our running to her for every detail and instruction so that she couldn’t say we didn’t do what she wanted. We stopped thinking for ourselves because, our manager’s behavior told us to, regardless of what words she used.

You also, as an employer, need to be conscious of the reason you are passionate about your business. Recently I spoke with a business owner who could not do this. He could not tell me why he devoted his life, sacrificing time with his family, to doing what he does (which he clearly loves doing). In order to be able to project your passion to your employees or colleagues, you must be able to express the Why behind the What. Oftentimes, employees do not care about their work because they cannot see the point to it. They interpret their boss’ passion as obsessiveness or inability to be satisfied. The result is that employees give up trying to satisfy their employers because their efforts will be wasted since their employers will let them know that the work should have been done better.

Another area employers need to be conscious of is the effectiveness of the training system in place. One business owner I spoke with recently had nothing in place beyond the functional aspects of the job. The new hires were essentially thrown to the wolves on the first day to be trained “on the fly” with all of their mistakes quite public. Additionally, since they were not trained in how to work with their customers, they had an overwhelming feeling of inadequacy and humiliation so they, again, ran to the owner for instructions on the minutest task. The employees are afraid to remember anything because, “What if I get it wrong in front of everyone?” This business owner does not realize that he has created a system of failure for his employees because he has not given any thought to the type and style of the training he is providing to his staff. This business owner does not realize the effect that not caring about the training program he puts in place has on

  1. the morale of his employees (“He doesn’t give a hoot ‘n a holler about us so why should we care about him or his stupid job?”),
  2. the way they treat his clients,
  3. the cost of continually replacing employees (monetary cost as well as time and effort), or
  4. his Bottom Line.

As employees, you need to be conscious of not falling into the prison of numbing your mind and stifling your abilities. You need to be conscious of taking risks to make change happen. You need to be conscious of the most effective ways to communicate your needs to your employer or manager in order to clear away the barbed wire surrounding your workplace chicken farm.

Again, I know from whence I speak. I have been a culprit of each of these errors in thinking and have learned the hard way that staying silent, trying to adjust to a new level of abuse or dysfunction does not change any circumstance for the better. It allows, and in fact encourages, circumstances to get worse. Therefore, if you are unhappy in your job, ask yourself why. When you arrive at an answer, ask yourself why you feel that way. Continue asking yourself why until you reach the core of the problem. If there is anything you are at fault with and can improve on, do so. Once you know the core of the problem, you will be able to find a way to properly address the situation.

For example, if you find that the core of your dissatisfaction at work is that you feel that you are afraid to try or to think on your own because you have gotten the message that you will surely fail in the eyes of your employer/Manager(as in the case of the business owner above who was passionate about his work yet came across as impossible to please), then talk with your employer/Manager about this. By stating your case in terms that do not blame your employer/Manager, yet bring out the fact that you feel you are not able to perform to your best because of how you are made to feel and that you simply want to clear up any misunderstandings and expectations, you will go far in effecting the necessary changes that will allow you to do your best and love what you do.

If each person begins to make small changes, sooner or later great changes are made. I think you will find that sooner is sooner than you think.

Until the next time, I send you all my best wishes.

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Copyright © 2012 – Cathleen E. Rossiter, PCS 

All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

Think Tank Tuesday – V1;N3 – Listening and Learning

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Today we think about the critical role that listening plays in our ability to serve those around us. Take time today to think about how well you truly listen to what people are saying, remembering that listening involves more than physically hearing the words that are spoken to you.

Listening involves observing and processing the physical and environmental cues that are being sent to you as well as keeping yourself clear of any hidden agendas you may have set in place for the outcome you are hoping to elicit.

Listening involves learning from past encounters with a person as to how he or she processes information, or the manner in which he or she communicates. Perhaps a person needs only the critical pieces of information in order to come to a decision. Some people need every gory detail to arrive at the same conclusion. Others need time and physical space in order to process, while still others need to work out a solution on their own before to be certain that he or she had fully grasped the situation.

The list is as endless as the stars in the sky because there are so many factors that go into the communication between people. This means that each person needs to remember that what works for us most likely will not work for the person with whom we are communicating.

Finally, do not underestimate the power of your personal agenda for a particular communication to completely destroy effective communication. The presence of an agenda inherently denies communication because the agenda is, in fact, the outcome, therefore, there is no communication. Oftentimes we are not aware that an agenda exists, so when communication breaks down, we are dumbfounded and become frustrated, attributing the breakdown to the other person or people involved.

Paying attention, clearing out all ulterior motives, remembering what we have seen and experienced, and learning to work with the needs of the person in front of us will take the act of communication you are currently experiencing, to a higher level. 

Until the next time, I send you all my best wishes.

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Copyright © 2013 – Cathleen E. Rossiter, PCS

All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

Thank You Thursday – V2:N2 – Challenges

Man Concentrating

Welcome to this week’s issue of “Thank You Thursday”. I hope this issue finds that you are well. Today, think about all the challenges you have faced this past week, be it a difficult client, a project that was delayed or derailed, or a week where nothing really seemed to fall into place as easily as it should have. As you review these situations, think about the good things that happened because of, or in spite of, the challenge you were faced with.

Take the time to develop gratitude around the positive events that resulted from the negative events. For example; I recently had difficulty in sending a simple e-mail to a client. The result was that I was forced to look at the e-mail more closely which revealed an error that I was able to correct before the client had seen it. Therefore, an apparent problem actually was a protection for which I am grateful.

Once you begin on the path of gratitude for challenges, you will find that you will no longer see challenges, only opportunities for betterment.

Until the next time, I send you all my best wishes.

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Copyright, 2013. All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

Focus Friday – Volume 2;Number 1 – Passion

I hope this first Focus Friday edition of the New Year finds that you are well. In the wake of St. Valentine’s Day, our focus is on our passion for the work we do.

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Whether or not you are in your Dream Job/Career, take some time between now and Monday to look closely at the work you do and write out the areas that you truly love working at, then write out why you feel this way. By doing this every day for the next week, you will begin to see your job in a different light and you will begin to reflect this change in the work you do.

Until the next time, I send you all my best wishes.

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Copyright, 2013 – Cathleen E. Rossiter, PCS

All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

The Rossiter Report – Volume 2; Number 1 – “Soul Searching and Transformation”

The Rossiter Report – V2:N1

By Cathleen E. Rossiter, PCS

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“Soul Searching and Transformation”

Good Afternoon, Everyone. It is great to be back with you at the relative beginning of this brand new year. As St. Valentine’s Day is a mere few hours away, I am taking this time to talk about the importance of putting into words what it is that makes you so passionate about the work that you do.

As I was meeting earlier today with the owner of a small, but thriving, business (I’ll call him Marc) looking for a way to help him with his staffing issues, I was sensing a high level of frustration with the fact that his staff just does not take pride in their job or the work that they do. Marc is truly passionate about his business and has been so from the start. After twenty years in business, he is continually expanding and is focused on providing the best quality products and service to his customers (whom he views as welcome guests and family), yet he cannot understand why his employees do not see things the way he does, why they will not learn to do the simplest aspects of their job, and why they take no initiative in solving problems. My heart was breaking as I listened to Marc’s dilemma because I knew the solution was so simple (hard work, but simple nonetheless).

How many of you have felt the same way? How many of you wish you knew the magic formula for completely changing people’s attitudes? Well, fret no more. I give you the same advice I gave to Marc. The answer is simple. If you have not taken the time to write (yes, write it down) the reason you are so passionate about your work, your business, and what you envision for your business, then you will not be able to convey that passion properly. In Marc’s case, the unnamed passion turned to frustration at the sight of sloppily done tasks and the general lack of pride and connection he saw in his employees.

Oftentimes, until we dig up the root of our frustration, we actually communicate the opposite of what we intend. In Marc’s case, by not understanding why he is so passionate about his business, he is instead conveying to his employees that he is angry at them all the time. Without being able to articulate what it is he is angry about, his employees can only assume (and we know where that leads) that Marc is angry at them personally. This is a perfect example of why my Three C’s of Superlative Service are invaluable. Unless and until we become Conscious of the world within and around us, we will not develop the Compassion we need to get to the root or core of the person we are dealing with (the passion that is driving them at the particular moment we encounter them), therefore, we are incapable of Communicating the truth of the matter at hand. If we are incapable of communicating, the relationship breaks down.

Another effect of not taking the time to write out what it is you are passionate about in your business, along with the “why” and including your vision for your business, is that this lack of clarity is directly transferred to your employees. What Marc needed to see was that without any clear delineation of (to use real estate as a metaphor) your property lines, your employees do not know where to put their feet. Your employees are left without solid ground upon which to stand, therefore remain adrift and insecure about what is expected of them. This insecurity takes their focus off of serving the customer because they have no clear understanding of what that means in the context of your business.

As the day comes to a close, do yourself a great favor and set aside some time every day (in Marc’s case, someone who is struggling to find time in his day for everything, I suggested taking fifteen minutes each day) to put on paper what it is you love about the work you do and WHY you love each item on your list. The “what” is essential, but the “why” is critical. Without knowing why we do anything, we will never have a full grasp on the “what”. Having had decades of practice in this art, I am able to say with certainty that you will begin to see a change in the people around you and how they relate to you. You will be unconsciously communicating your passion in the proper manner, in a manner that people will finally be able to understand without you having to utter a word (although, once you have the understanding of your passion, you may not be able to keep quiet).

Until next time, I send you all my best wishes.

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Coppyright, 2013 – Cathleen E. Rossiter, PCS. All rights reserved. It is strictly prohibited to copy, redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

Think Tank Tuesday – V1;N1

Think Tank Tuesday

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Welcome to the inaugural issue of Think Tank Tuesday. The purpose of these postings is to give you something to think about in relation to developing relationships with your clients, your colleagues, and your employees. As relationships change, so does the way one approaches them, therefore, as our working environment consists primarily of relationships, it is important to think about how these relationships are evolving and how to deal with the change.

This week’s topic to think about is about leadership. Each of us is a leader regardless of our title. Therefore, think about these words from Theodore Roosevelt:

“The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.”

  • How often do we think it is easier to do it ourselves than to let someone else do it? (It may be easier but what is it costing you?)
  • How often do we think that if we “do it all”, we will show how competent we are? (The reality is that you are showing your insecurity and incompetence.)
  • How often do we think people think well of us when we do so? (Having worked under many Micro-Managers, I am able to say that no one thinks well of those who can’t let go and let others do the job.)

Take stock of your answers to these questions and see where you need to improve. Also, look at the effects your behavior is having on your colleagues, clients, employees, and others you deal with each day. It is critical to see how your behavior affects other people, otherwise you have no gauge as to your progress. Put the quote up in your office in a place where you will see it every day, to inspire you to develop a plan for how you will learn to become the leader described in the quote above.

Keep me posted on your progress. Share your thoughts and musings on the topic. Submit a topic for the Think Tank.

Until next time, all my best;

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2013 Copyrighting

All rights reserved. It is strictly prohibited to copy,redistribute, republish or modify any materials or software contained on the cerossiterpcs.com website or in subsequent support without the prior written consent of Cathleen E. Rossiter, PCS.

The Rossiter Report – Volume 1; Number 16 – “Review and Realignment”

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By Cathleen E. Rossiter, PCS

“Review and Realignment”

If tired of trees I seek again mankind,

Well I know where to hie me – in the dawn,

To a slope where the cattle keep the lawn.

There amid lolling juniper reclined,

Myself unseen, I see in white defined

 Far off homes of men, and farther still,

The graves of men on an opposing hill,

Living or dead, whichever are to mind.

And if by noon I have too much of these,

I have but to turn on my arm, and lo,

The sun-burned hillside sets my face aglow,

My breathing shakes the bluet like a breeze,

I smell the earth, I smell the bruised plant,

I look into the crater of the ant.

Robert Frost, The Vantage Point

As another year turns its final pages, leaving much to ponder, and a new one lies before us, unopened and full of promise, I take this time each year in my business to stop. As the venerable Mr. Frost turns on his arm to gain a different perspective in his survey of the land he calls his home, so do I take December and January to do likewise in my business. Therefore, you will not be hearing from me until February (unless there is some juicy tidbit I simply must share with you in the meantime). Please consider visiting my website and conducting your own review of the time we have spent together. May you find further treasures in your return journey.

Until we meet again in February, may your holiday season be filled with the consciousness of all there is to be grateful for, compassion of those in need, and finally the communion and communication with all those who have made your life what it is today.

As Always,

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