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The public and the airlines were completely unprepared. Giovanni Bisignani, CEO of the International Air Transport Association (IATA), described the closure as "a European embarrassment and a European mess. Airlines criticized governments for the across-the-board airspace closures. And passengers were furious with the shop airlines for abandonning them and not seeming to care! The blame game continued. "There is no internationally accepted standard explaining what level of ash concentration poses a threat to planes" said Roberto Kobeh Gonzales, head of the International Civil Aviation Authority (ICAO).

No one was prepared.

because we didn't think about the possibility of a volcano shutting down transportation. We also hadn't imagined that terrorists would fly planes into buildings in 2001. While we may not be able to predict what may stop people from flying, or the exact cause of a business shut-down, it is clear now that we must be prepared for the likely event that SOMETHING will do this.
There is an appalling lack of preparation for taking care of customer needs during even the most minor of interruptions. But this week, in the wake of being stranded myself, I realized that in spite of repeated disasters, this problem does not go away.
ome examples. A new flu virus strikes and we need quick development and distribution of a vaccine. Earthquakes cause tsunamis all over Asia and the destruction of the entire infrastructure of Haiti, and we need to get immediate search and rescue and medical care to the survivors. A hurricane breaks

Through aging levies.

flooding an entire city and we need to evacuate, feed and shelter large numbers of people. And for a less dramatic example, passengers post on Youtube videos of transit workers sleeping on the job and having coffee instead of driving a bus full of passengers and the management needs to act quickly to prevent the anger between passengers and staff from escalating into an all out war. But each of these events were badly-handled logitical nightmares.
Organizations need to know that things will go wrong and determine what they want to have happen before disasters occur. They need to put in place

The following three essentials:

A Customer Philosophy to design the experience they want their customers (or clients or patients) to have.This would include mechanisms for automatically gathering feeback without annoying customers as well as identifying when and what events will cause them to re-evaluate and improve their customer systems.
A Normal Customer Transaction Process to ensure consistency of great customer care across the organization.
An Upset Customer Process or an Emergency Process to switch into being helpful for customers with a problem. This way everyone will know what to do to take of the customers whenever there is a problem.
While this may seem self-evident, very few organizations have all three. Fewer still have trained their employees how to behave in these different circumstances. Front-line staff are left to fend for themselves. Every organization has service delivery failures for one reason or another, so it is in

Their best interest to be prepared.

No company wants to have a "United Breaks Guitars" video circulating the planet to show the world how uncaring they are.
The challenge is to get organizations to truly have empathy for their customers instead of protecting themselves from their customers. Neither Air Canada nor Air France have phone numbers for customers who want to complain. What the airlines fail to realize is that travellers do not want to get on an airplane. They want to go somewhere. It is about the destination, not the journey. That is unless the journey is unpleasant and then it becomes

About the journey, but not in a good way.

Most front-line employees are told to stay calm when faced with an upset customer. This behavior convinces the customer that staff don't care about the customer's plight; that this sort of issue happens frequently and the company has done nothing to rectify the situation. No wonder customers lose their cool. But what if staff were encouraged to become advocates for their customers; to get upset on their customers' behalf? Then the customer would have someone was on their side.
In the wake of volcanos shutting down air travel, stranded passengers knew that the airlines could not get them home immediately. But they were within their rights to expect two things from their airline: information and empathy. Information, even just to say, we have no information at this time. And empathy; someone to give out blankets. Someone to acknowledge how upsetting the situation is when you can't get home. Someone to help people find reasonably-priced accomodation while they waited. And some kind of emergency shelter for those without money.

Harmoniously in their communities. Today's business and community environments can also contain individuals or groups that have their own political agenda which may not include living harmoniously with your organization. The actions of people overseas data and groups who might politically target your organization could also damage your brand and image.
Private sector firms such as Chiron and university researchers such as those at UCLA and UC Santa Cruz have been targets of animal rights and/or

Environmental activists who often break the law.

These groups are some of the more extreme elements within a community, but honest, lower-key, non-violent political discord can also damage your organization's reputation.
Maintaining the organization's reputation as a good citizen can often center on simply maintaining good relationships with customers and the community at large. Strategies for effective public and media relations can be established in consultation with the organization's public relations advisor. This trusted advisor is essential in identifying those areas of your organization's relationship with the community that could trigger a reputational crisis.

Community relations checklist.

• Location of your organization's offices, buildings, garages and/or manufacturing sites.
• Has your organization been the target of any community protest or complaints? If so, describe the nature of the complaints and/or protests.
• Actions that your organization's public relations department could recommend to improve the quality of the community relationships.
• Suggestions for the creation of a Community Relations Committee, task agenda and membership.

Some common problem areas include.

The organization does not handle complaints from customers and neighbors effectively.
The way in which an organization treats customers and neighbors establishes its reputation in the community. If customers and neighbors know that the only way they can get the attention of the organization is to have the media investigate, then that is precisely what will happen whenever there is a complaint. If you recognize your organization in this statement, you need to take action now!

The organization does not cultivate media relations.

If your organization does not have an ongoing positive relationship with the local media outlets, then, in the event of an emergency or crisis, your designated spokesperson will not have the advantage of working with reporters and media outlets that are familiar with the organization. Your public relations advisor can help you to establish this important set of relationships.
What are other issues that have either caused problems in the past or are causing problems now?

• Has the organization been targeted by community/environmental activists?
• Have these attacks created negative or adverse publicity?
• If this has not happened to your organization, has it happened to other

Companies in your industry.

Recognizing and identifying the issues behind community animosity is essential to doing what is necessary to maintain a positive reputation as an organization. Sometimes dealing with community issues takes the skill of a public relations expert. If your organization is having these problems without satisfactory resolution, your organization should add a public relations professional to your team of trusted advisors.

For some form of product or service needed to operate. Outsourcing has become an efficient method of dealing with necessary functions that would be too costly to maintain in-house. The use of vendors and outsourcing has potential for creating reputational email data problems if employees engage in illegal or unethical transactions such as kick-backs or arranging to have the vendor or outsource organization provide the employee with products or funds.
Some common problem areas include:

Who in the organization deals with the vendors.

How are vendors screened and supervised in terms of presenting the proper insurance coverage, invoicing, and provision of services per the terms of the contract? Just as financial operations duties should be segregated, procurement functions should also be segregated to ensure that vendor relationships are transparent
Are any of the organization's functions outsourced? If so, how financially stable is the outsourcing vendor?
If the organization outsources its payroll and/or HR functions, it is essential that the vendor is screened carefully to ensure financial stability and security measures are in place. Vendors should be required to provide proof of insurance. Call the vendors insurance provider to verify coverage every year

And or policy period.

Checklist for vendors and outsourcing

• List the functions in your organization that are outsourced to
• Who in the organization deals with the vendors? List the employees and their supervisors.
  Identify the person responsible for verifying the vendor's insurance
  coverage.- List the steps that are taken to segregate procurement functions within your organization.:
  Appropriate insurance coverage and proof of insurance. Vendors must also provide contact information of his/her insurance provider so that the organization can verify that coverage is active. Verification of invoicing and provision of services per the terms of t
  he contract.Your insurance professional should review the vendors proof of insurance.
  The Organization's Customer Service Model
  As was noted in a prior Technology article, clients and customers readily access online evaluative sources such as Yelp, Facebook, or even email to express displeasure with a company, nonprofit or academic institution. As complaints about customer service in your organization increase, damage to

Your reputation worsens.

Some common problem areas include:
Your organization does not have a customer service process that addresses and resolves complaints. There is no mechanism to refer the complaint to a higher authority in the organization.
Just as it is important to have a grievance process in place for employees, it is also vital to have a system in place to effectively deal with customer complaints. Customers who are frustrated in dealing with the organization will turn to other, more public, measures to voice their disapproval.
The number of complaints against your organization has resulted in a failing grade from the Better Business Bureau or has alerted state/federal regulators to investigate your organization.
Your organization's reputation cannot afford to have a trusted third party, such as the Better Business Bureau, issue this type of condemnation or have regulators or law enforcement begin to investigate.
Clients or customers have the opportunity to rate you on sites like Yelp. How can you neutralize a negative review or get it moved?
Dissatisfied customers often turn to web-based resources to express their frustration. While they have the right to express an opinion, often the negative evaluations result in lost sales or overall decline in the

Organization's reputation.

Checklist for customer service:

• Describe the type of customer service training that your employees receive.
• Are employees trained in techniques to de-escalate an agitated customer or client?
• Are employees trained in conflict resolution techniques?
• Are employees empowered to offer organizational resources to resolve a customer service issue? In other words, if resolving a customer complaint would require offering a refund or a discount on a future service, does the employee have the authority to offer these solutions?
  Supervision
• Are supervisory personnel readily available to assist an employee in a customer service matter

Incident history.

• How often are customer service complaints lodged?
• Is there a pattern in terms of the specific complaints, i.e., defective products, customer does not feel that they received value for their or that the quality of the services are poor
• Has the organization received negative ratings on a website such as .

Those few that do not probably don't understand how this positioning would positively impact their reputation, their ability to meet their business goals, the value of their company, and their sales.
There are four major benefits to successful thought leadership:
a. A successful "push" strategy. Your brand and your expertise are invaluable to customers and stakeholders seeking advice and information
b. A successful "pull" strategy. As your reputation grows, it opens phone number data doors to new business prospects, trading partners, and interest from news media
c. Stronger relationships. Current phone number data customers and stakeholders feel validated for choosing such a forward-thinking company
d. High ROI. The materials created for thought leader campaigns generate higher returns because they are used for multiple purposes and multiple audiences
The path to becoming - and remaining - a thought leader has changed radically, as Web 2.0 and social media have re-defined how we receive

Iformation and communicate.

These seven steps are effective in today's web-driven environment and have proven themselves with numerous companies.
Step 1:Self-publishing
Never has the saying, "publish or perish" been more phone number data true than in today's content-driven Web 2.0 world. It's no longer about interrupting what people are doing and getting them to listen to your message; it's about having your message in front of customers' eyes exactly when they are looking for information.
What does this mean for marketing and PR? Companies need to build their brand by publishing their own intellectual capital. While the news media is still an important influencer, online information has become so omnipresent that most people now use the Internet as their primary source of information.
Self-publishing for your marketing campaign can take several forms:

1. The Multi-Channel Bulletin
   This is the foundation of your in-house publishing program and your Internet marketing and PR campaign. Topics can cover:
   a. "Best practices"
   b. Growing issues/problems and how they can be solved
   c. Customer problems and solutions
   d. Tips or advice

Each bulletin can then be adapted for multiple purposes.

Press releases, direct mail, website content, etc.
Now you can track website hits, analyze audience sourcing, and monitor your search engine positioning to see if the bulletins are driving traffic to your website.

2. Bylined Articles
   The trade news media - both print and online - is increasingly interested in bylined articles. These articles - written by industry guest experts - are important components of your self-publishing program.
3. White Papers
   White papers can also be utilized in marketing. Companies have had considerable success offering white papers through online ads in well-read newsletters and news sites to generate new business leads.

Step 2: The Executive Forum Blog.

B2B companies often wonder about the usefulness of blogging, and are wary of the time commitment required and the risk of negative comments on the blog. The Executive Blog avoids these barriers by presenting individual blog postings as mini executive forums, i.e., vehicles to publish searchable opinions and establish thought leader positioning. Blog entries serve multiple marketing purposes and can be circulated to clients, prospects, opinion leaders, internal audiences, and media, too.
Step 3: The Online Speaker Series
Hosting online speaking forums is another thought leadership tactic that is a component of the "Content Is King" communication universe we now inhabit.
Your executive can serve as the host/moderator or as a member of the panel. Having multiple speakers increases your audience and strengthens your relationships with co-panelists who can be clients, consultants, or other key influencers. Inviting members of the media as panelists and moderators is another strategy that increases interest in the topic and strengthens relationships.
Ideas presented in the webinars can also become content for the multi-channel bulletin program and for the Executive Forum blog. The presentations themselves can be archived on the company's website as podcasts and/or made available through iTunes andother online sharing sites.

Step 4: Traditional Speaking Engagements.

Speaking engagements at conferences, trade shows, and other industry gatherings are a traditional component of a thought leadership program. While these opportunities are declining in number and increasingly competitive, they can still be invaluable as PR opportunities.
Step 5: The Thought Leader Website
Your website is one of your company's most important showcases, demonstrating the depth of your intellectual capital, your industry leadership, and your dynamic growth. Two initiatives will maximize your website's thought leader capability:
a. Provide a constant stream of new content with blog entries and posted bulletins, news releases, articles, etc.
b. Creating a "knowledge cen

Whoever they are, is at the heart of an organization's thinking. How often, though, have you found that to be the case when you have been the customer? How many of the businesses that you deal with on a regular basis make you feel as if you are the most important person in the world?
When I talk about businesses, I am thinking of restaurants, pubs, supermarkets, fitness clubs, opticians, retailers of every kind; clothes shops, stationers, chemists ...the list is endless. I also mean those companies that you deal with in your business life: suppliers, clients, professional services, etc.

The sad fact of the matter.

is that very few places that we do business with make us feel special. And this provides you and I with phone number library a great opportunity - an opportunity to stand out from the crowd and really make our mark
The Starting Place
The starting place has to be identifying who your ideal customer is. One of the guaranteed keys to your success will be your accurate identification of this person and your ability to craft your messages to them in such a way that they recognize instantly that you know who they are and that you are talking directly to them.
And, yes, I did say person and I mean person. This is about creating real interaction with real people. It is not about flinging out generalized marketing messages to the entire population hoping that you hit a nerve somewhere. And the fact is that much marketing material is delivered like that. How much

of a waste of money do you think that is.

So whatever your product or service is, your message must be directed to your ideal customer because person to person selling is way more effective than anything else. And if your range of customer is quite wide, then pick an average person from the group or pick two or three different customers.
Who's Who?
Take a pad and pen, find yourself a quiet spot and write down the answers to the following questions:

• Who is your customer? Pretend they are sitting in front of you across your desk or kitchen table. See them in front of you and talk to them as if they were there

What is their age, sex, income, marital status.

• Do they have children; how many; what kind of schooling?
• What do they do for a living?
• What are their likes and dislikes?
• What are their hot points that cause them PAIN and FRUSTRATION?
• What is the No1 problem they want solved?
• What is their biggest surface desire?
• What is their end goal?
  You can do all sorts of things to make this person even more real for you. Give them a name. Think about what they are wearing, what they look like. Do whatever it takes to make them come alive.
  Tim Fearon has spent 30 years building his success through acting, speaking, coaching, and selling - and loving it! Find out where the hidden money is in YOUR business with his FREE "Where's YOUR Hidden Money" questionnaire by visiting FindingTheHiddenMoney.com .

And professional business management skills are proficiencies that develop over time. Actually, some people are born leaders, however there are certain areas which will be targeted on to develop leadership skills.
Mahatma Gandhi once said "If I have the idea that I can do it, I can surely acquire the capability to try and do it, even if I may not have it at the beginning".
Sensible leadership starts with a solid and clearly defined leadership philosophy. Why? As a result of your personal leadership philosophy defines a collection of beliefs that verify how you react to folks and situations.

Jim Collins and Jerry.

Porras describe the key parts of a leadership philosophy in their book Designed to Last. At the core of a leadership philosophy they place a group of beliefs or ideologies. It's necessary telegram data to define these for yourself to perceive your leadership philosophy. The three belief systems Collins and Porras define are what you think concerning individuals, what you believe concerning life and what you believe makes teams and organisations effective. These systems are expressed in your values and ultimately shape how you behave and your leadership style.
Martin Glenn is a leadership skilled and complete guru with demonstrable expertise and expertise. He and his team took Walkers Snack Foods from a relatively small regional operation to the most well-known supermarket brand within the UK in simply 5 years. By 2005, Walkers occupied forty five% of the ?2-billion salty snacks industry in the UK. Nowadays as the CEO of PepsiCo UK (the parent company of Walkers), Glenn has been tasked with making

Pepsi a household name within the UK.

Martin Glenn has had wonderful teams behind him that have aided in his success. And while quality of product, branding marketing and distribution are the hallmarks of Walkers crisps' success - his account of this turnaround reveals many valuable lessons regarding successful business leadership

practices, and his personal leadership philosophies.
In an eBook entitiled Successful Leadership in Apply, Glenn distils the various leadership lessons he's learned along the way. These embrace recommendation regarding managing teams and creativity, when to relinquishing, an uncompromising commitment to quality and excellence and engagement with every employee.
Martin Glenn provides some clear lessons in successful leadership practices. As an example, he says that in addition to having a clear leadership philosophy - it's also vital to know your business inside and out. A slip-up several folks in management positions create is just viewing the globe from their desks. Solely counting on data could be a huge mistake - and it's advisable to get out into the field yourself to work out what is really going on. Whereas you are out there, create time to speak to people. This is often one manner to elicit info from them that will give ways in which to improve or innovate.

He goes on to say that great business.

leadership strategies ought to not only keep individuals motivated, however conjointly ensure that the business stays contemporary and keeps moving forward. This does not mean that you must change for change's sake - this could be fatal to a brand that has been established over time. However, when marketing a product keep things additional-ordinary. This will guarantee that folks do not stop talking concerning your product or business.
Another lesson is that taking time to engage with each employee is very important to excellence in leadership. It is a well-established reality that deeper relationships and open internal communication channels with workers make every member of an organisation not solely feel a lot of valued and empowered, however additionally motivated to try and do their job better and to create selections that are in the most effective interest of the organisation.
Finally, and this could be a shocker - it's not all about profit! In Martin Glenn's example with Walkers crisps, yes, the profits doubled in five years however this was not the initial objective. This was simply a natural results of the means things developed as a result of of Glenn's specialize in doing his job

properly and a specialize in growth.

Definitely taking these lessons in successful leadership practices on board will solely improve your leadership skills, enabling you to encourage teams and take your business to new heights in the data that you have a solid foundation on that to build.
Riley Jones has been writing articles online for nearly 2 years now. Not only does this author specialize in Leadership, you can also check out his latest website about: Little Wonder Leaf Blower
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Additional Articles From - Home | Leadership Areas | Business
The Top 7 Steps to Becoming a Thought Le

Then, you have to have the right marketing to pull in those clients. Then, you better understand the math game (volume) to make it all work. There is definite strategy to business and without realistic practical plans businesses fail. But, I can also share emphatically how those practical plans never get implemented.
One of my first mentors, Adam, said your phone number list business will only grow as large as your life. phone number list Then, another coach told me my life was my message. My mentor, David, made it very clear that who I phone number list am being attracts what [phone number list](link url) Iam earning. See a theme here? If you want to increase your income you must uplevel who you are being. To this day if I struggle I can look and find where I

Resisting. I can see where I am shrinking.

You better believe there is somewhere that I am competing and not serving.
Here are my tips to grow who you are BEING so while you DO you increase your ABUNDANCE.

1. Stop competing. There is no competition. You are as unique as your fingerprints, so unless you have been cloned you live daily in a competition free zone. Be you, deliver value, and ignore the idea of competition.
2. Stop resisting. What do you know you need to do next? Get support, let go of a client, make a plan, or change your life? What we resist becomes our shield to attract clients and income. Release the resistance and release the wall between you and income.
3. Stop pretending. There's a lot of exaggeration that goes on out there. People think if you have a certain house, car, or life you will be more attractive. ; Wanna know what is highly attractive? Being YOU! Stop pretending and start delivering the uniqueness of you.
4. Stop struggling. It truly is optional to make this hard and ugly. There is help, ideas, and support everywhere you turn. There is always your free will. You always have a choice. You can choose to make it hard or make it simple. (I would go with simple -- have done hard).
5. Stop gossiping. Yep-- the truth is most of us never left high school. We still grab the phone and share the latest news or judgment we have about someone. It takes less energy to love than to judge. The more you support

Others, the more you will succeed.

6. Stop worrying. Somebody is gonna hate you - they just will. Someone will think you are foolish or maybe even crazy, but there will also be the people you save. There will be the people you heal and the people you transform. I think you should focus on them instead.
7. Stop wavering. Make a decision. You don't need the money, time, or resources until you decide to do something. You know right now that there is something you need to do and you keep processing, pondering, and thinking. Make a decision and every opportunity you need will come forth. Isn't that cool?
   Be Yourself and Your Business Will Grow.
   About the author: Suzanne Evans is best known as the 'action expert' and has coached hundreds of solopreneurs to model her multiple six figure business. Learn how you can help more people, make more money and have more fun doing what you love by signing up for your free copy of the 5-Part Mini-Course 'Awakening Your Authentic Entrepreneur' at
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By : Tim Fearon

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