Every day, we are fed with the challenge of addressing and solving problems. In many of those cases, you generally need to get information to guide you in developing the right solution. I have found – and coached many clients – that having a series of questions generally works best in not only helping get to the solution but in also helping to separate the emotion and frustration from the facts. Below are some of my “best” questions. The list is not all-inclusive. Rather, it’s provided to help you get started and to develop a list of your own “best” questions. Lieutenant Columbo would be proud of your work! Continue reading
Several years ago I hosted an internet radio show on Voice America called “Step Up and Play Big with Chris Ruisi”. The show allowed me to meet some talented people, experts in their own right, and learn valuable information from them.
One show was about customer service as the title above states and my guest was Peter Shankman. Peter is best known for founding Help A Reporter Out (HARO), the social media website that redefined how journalism and PR work by connecting millions of sources with hundreds of thousands of journalists around the world each day, for free.
The basic premise for this show was that companies have forgotten how to service the customer to create amazing moments, and it’s costing them, big-time.
90% of companies say they provide excellent customer service, yet only 8% of all customers say the same. And 91% of customers say they won’t go back to a company after just one bad customer service experience. (Source: Bain & Company). Amazing customer service has become the exception, not the norm. And it’s costing companies millions of dollars in lost revenue, and multitudes of prospects who won’t go to you in the first place based on the experience that someone they trust had with your company.
The top 5 takeaways from this show were: Continue reading
SOS: Chris discusses “shiny object syndrome” – one of the biggest distractions you may face. Here’s how to stop the glare of SOS.
We judge our leaders by the quality of the results they achieve. These results are achieved by the quality of the decisions they make. The quality of their decisions is directly related to the quality of the information they have available to them. Sometimes, they must make their decisions based on either incomplete or imperfect information. In these situations, they rely on their “gut” which is related to what they learned from their past experiences. Regardless, they need to have an effective way to get the information they need.
Here’s my point: the best leaders know how to ask the best questions to help them gather the right information they need to make the best decisions.
The important question for you is this: What questions are you asking – on a regular and consistent basis – to get the right information you need, when you need it to achieve the level of success you want?
To achieve success, you must be able to learn the right things from the past, build a plan and implement it in the present. To learn these “right things,” you must have the right questions to ask. It’s just that simple. Continue reading
Do you think you need better “time management” skills? Or do you need better “YOU management” skills? Without clarity of goals, there’s no way you can ever manage your time. Learn what you need to do to better manage “you” in this video.
My daily routine involves reading the Wall Street Journal while having my first cup of coffee. During my “read”, I always find my way to the daily “Pepper…And Salt” illustration (yup, it’s a cartoon). This past week addressed the concept of focus in a very powerful yet simple way.
While wearing “The Cone” may not be a fashionable approach, the message – being focused – is important for each of us. What do you do each day to establish and maintain your focus on getting the right things done?
For starters, stop doing things that don’t make any sense. Focus – discipline yourself – to start each day working on those tasks that have the highest reward/payoff. The fact is, you can only properly focus on only a few “key” tasks at one time.
Here are the 4 simple steps you can take to stay focused and get the “right” things done: Continue reading
As the leader, when you get better, your business gets better. How can you build your world of knowledge? What are you doing to make that happen? What are you going to do tomorrow to make you that much better today? Chris shares some advice.
I have several clients who are each trying to hire the “right” person for key positions within their companies. Today’s tight labor market makes this important task that much more challenging.
I’m always amazed how everyone agrees that the quality of your team will determine the quality of your business. Yet many still approach the hiring and selection of employees as a burden or something you “have to do.” Or, even worse they just want to get it behind them and hire the first person they “think” is the right one.
Well, here’s a fact: Selecting – not just hiring – the right person is something you must do! And you had better be doing it right if you want to avoid mistakes, lost money and productivity and causing your customers to go elsewhere.
Let me share with you the advice that I give each of my clients which works.
To start with, here are 3 sure-fire ways to make certain that you can hire the wrong employees. Here’s the point (just in case you need to hear it): Do the opposite! Continue reading
To be successful as a leader, there will be times when you will be faced with making tough or difficult decisions.
Some often delay making tough critical decisions because they fear criticism, making people angry or that they will be disliked because of their action. They’re right! There will always be someone who will be unhappy or angry. But that doesn’t change the fact that the decision needs to be made.
Yet, despite this, some will jump through hoops to avoid taking timely and complete action. I (you) see this struggle all of the time. This approach can be a fatal error for a business leader in situations where success sometimes hangs in the balance based on their ability to make tough decisions on not-so-perfect information.
When you have a tough decision to make, first be clear about the outcome you want to achieve and then second, take deliberate and focused action. Get tough decisions behind you so you can focus on moving forward. It takes bold action to achieve bold results. Nothing ever gets better by ignoring it.
Here are six proven steps that will help you “be the leader” needed to make tough, important and usually unpopular decisions: Continue reading
Right now, as you read this you are capable of significantly improving your performance if you have the courage to take that very first step to get started. And after that first step, the courage to take another and another until you have achieved your goal.
Your current habits define you. Do you have the courage to change those habits to help you re-define yourself to be the person you need to be to succeed?
Change is hard, and nobody really likes it because it makes you feel uncomfortable. To achieve your goals, you need to have the courage and stamina to push through that feeling of being uncomfortable so that you are comfortable with it and be the master of that change. Continue reading