People are fascinating to observe

I'm sure that at some point you've heard someone say that they wished they could be a fly on the wall. It's usually because they want an opportunity to just observe. Looking at people and questioning certain behaviors can give rise to more questions. It can lead you to see motivators that you would not believe could have existed in the situations where they occurred.

Some behaviors observed are:

• jealousy, gossip, selfishness, scheming, dislike without a reason, violence, following the masses and the list can go on with these more prevalent negative behaviors. 
• Alternately, we see though more infrequently, generosity, calm, patience, love, passion, concern

The situations within which we see these behaviors, good and bad, demonstrated are dynamic. Siblings having a serious quarrel can become quite defensive of each other against a third party who may intervene for whatever reason. 

How does this translate to our work lives?

All too often, we see disputes within organizations, and between organizations and customers that need not be so. Many situations can escalate to unnecessary proportions just because one part of or both parties did not seek to understand the other persons' perspective. The result is conflict. 

If we were to look back over a lifetime at the conflicts that we were involved in, what would we think of our behavior? Did we really handle that situation well? or could we have done better? Why do we so easily get drawn into situations of conflict?

Let's make a conscious effort, all readers, to be aware and not be so easily duped into becoming involved in a conflict. 

Changes in Customer Circumstances

Our trying economic environment is having a severe impact across the globe. The market place is so affected that once reliable customers are finding it increasingly difficult to meet their payment obligations where once before it would not have been a challenge.

As business owners, there needs to be a plan in plan in place as to how we will handle customer who fall upon misfortune. Challenges facing customers include, but are not limited to, burdens on financial security, health care, employment, inflation, increased taxation, and the list goes on.

More and more businesses are feeling the brunt of accounts receivable, NSF cheques, increasingly crafty customers, and those who tug at the emotional heartstrings.

As a business, will we resort to:

• compliance 
• using the legality of verbal agreements, documentation, and contracts
• embarrassment
• harrassment
• violence
• emotional abuse
• compassion and understanding
• a listening to understand the customer's perspective while being discerning

Your use or abuse of the above methods which have been stated in the broadest measure possible will determine the success or failure of your business in the long and short term. 

Examine your strategy if you have one. Is it working in today's environment? If you don't have one, what will you do to develop approaches so that you are not caught out in the cold reacting to knee-jerk emotional situations?

Why not tell us about yourselves? We may be able to assist you in developing your customer service approaches.