How to remain calm with an agitated customer

How To Remain Calm With An Agitated Customer

A day in the life of a business person can be filled with joy and satisfaction or it can be frustrating and stressful. When things go wrong, some people lose control. Holding emotions in check and reacting professionally under fire are not always easy. It is particularly difficult to be nice to people who are not being nice to you.

So what do you do to keep your cool when the customer is chewing you out? Most of the time, it is not even your fault. It could be that the problem was with a product or a service delivered by someone else in your organization. You’re getting the blame because the unhappy person found you first, and it’s not pleasant. When faced with angry people, there are four key steps that will help diffuse the situation.

Step one is to apologize. «But,» you say, «it’s not my fault.» It doesn’t matter who’s to blame; apologize anyway. As a representative of your company you have a responsibility to see that things go well. Your willingness to be accountable will have a positive effect. After all, it takes two to have an argument. If one of you refuses to be disagreeable you can’t have a disagreement. You are not accepting blame-you are simply saying, «I’m sorry about the problem.» You are wasting your breath unless you apologize with complete sincerity so be sure that your tone of voice matches your words.

Step two is to sympathize with the irate customer. Let the person know that you can identify with his feelings. Say that you understand the frustration of receiving a faulty product or poor service. The angry person begins to feel better as soon as his reaction is validated.

Step three is to accept responsibility for the situation. Be accountable to the customer. Let him know that you intend to do whatever it takes to make things right. You can’t help what has already happened, but you will come up with a solution to the problem or you will find someone who can.

The last step is to take action. Decide what you can do and tell the customer. You will replace the defective or incorrect product as quickly as possible. If the issue was poor service deliver better service. Whenever you can offer a bonus of some sort or waive fees, the tiger before you is transformed into a pussycat.

Use the acronym «ASAP» to remember these four steps for calming upset customers. Each letter stands for part of the process.

A is «apologize.»
S represents «sympathize.»
A stands for «accept responsibility.»
P means «prepare to take action.»

Nothing will be solved by becoming argumentative and reactionary. Instead, diffuse the client’s anger by being apologetic and sympathetic and focus on positive steps that will resolve the situation. Before you know it, your adversaries will become your allies.

Oh yes, remember to smile. It will make everyone feel better and behave better.

Indusrty's best cordless impact drills

Indusrty's Best Cordless Impact Drills

Impact drills are not just brawn, on the contrary, they offer quite a bit of brain as well. With power and versatility, one of these tools does a great deal more than simply drive screws; with the help of a brilliant, self-triggering impacting mechanism, these tools move through concrete and other seemingly impossible materials with striking ease. Ultimately, a good impact drill can make life easier on many counts, but finding the one that best suits you isn’t always as easy as simply enjoying its benefits. I’d like to help you define your search for the best fitting impactor by high-lighting the industry’s toughest, most impressive impact drills — some, with price-tags that will surprise you.

For heavy-duty users Makita’s BTD141 (18v) cordless impact driver truly packs a wallop incorporating new features and a maximum torque motor to deliver 1,330 in/lbs of torque. Remaining compact and lightweight despite all that big power, the tool weighs only 3.4 lbs — this ergonomic shape distributes pressure evenly throughout the tool for comfortable, easy control. A built-in LED light illuminates work spaces, and a high quality heat-hardened steel proprietary hammer and anvil significantly increase the tool’s overall life and durability. The tool also has an electric brake for immediate stops which not only increases your safety, but also minimizes kickback, otherwise known as «the enemy». Additionally utilizing lithium ion battery technology and an exclusive charging system that optimizes battery life and produces more than twice as many cycles, the tool is powerful, durable and terribly efficient. It’s slim, cordless design renders this impactor both mobile and maneuverable an ultimately an ideal choice for everyone from the most industrial workers to the most average homeowner. This BTD141 impact kit ranges in price from $270 — $300.

Another heavy-duty impactor comes in green from Hitachi. Their WH14DL (14.4v) cordless impact driver is built with big power and smooth innovation to master every industrial impacting application from decking to heavy-duty construction projects. Also utilizing lithium ion battery technology, the impactor delivers a perfect union of power, controllability, and durable longevity. Big torque (1,240 in/lbs) allows you to easily complete rough jobs, and the tool’s industrial grade, two-piece motor (equip with heavy gauge copper coils) is one of the strongest in the business. The tool’s two-step speed switch allows users to select between Power-Mode (0 — 2,600 RPM) or Save-Mode (0 — 2,000 RPM) for ultimate control over each task, and with Hitachi’s unique Cool Flow system emitting a steady stream of air into the motor, the impactor can run harder and longer, minimizing the risk of burnout and totally increasing your productivity. At only 3.3 lbs the tool is portable and simple to control and operate providing craftsmen with surprising power in an ultra-compact design. Additionally, the tool’s brushes are externally accessible for the easiest maintenance and replacements, and perhaps most importantly, the tool is covered under Hitachi’s unmatched 10-year warranty. pricing at about $240 — $260, the WH14DL kit is an exceptional tool at a great buy.

In this particular instance, high-quality and high-price don’t necessarily coincide. Pricing from around $195 — $225 Makita’s BTD142HW is an elite tool for a remarkably good value. For the ultimate in high-quality this 18v cordless impact driver provides users with both striking power and an innovative, durable, design. Employing Makita’s superior battery technology and exclusive lithium ion charging system, the tool’s toughness and battery life is virtually unmatched. Producing more than twice as many charging cycles, this system ensures the tool is durable through even the toughest applications. Additionally, with a jaw-dropping power-to-weight ratio, the tool flaunts 1,280 in/lbs of torque while still weighing only 2.8 lbs; this compact design renders the BTD142HW incredibly comfortable to use while the tool’s four-pole, Makita-built motor efficiently delivers high-torque to complete your jobs more efficiently. The impactor’s proprietary hammer and anvil are made with the highest quality (heat-hardened) steel for superior durability, and externally accessible brushes contribute to the tool’s overall serviceability and longevity. An electric brake system additionally ensures safer operation and that as you work, you enjoy vastly minimized kickback, which, if you’ll kindly remember, is «the enemy.» Ultimately, with compact portability and serious power, the tool promises high-quality results, smooth operation, and an overall performance that will consistently, continually impress.

Appealing to users of all levels and price-ranges, Bosch’s PS40-2A is known for its exceptional quality and innovative design. This 10.8v impact fastening driver boasts a sleek, compact design coupled with the most force in its class. powered by a high-performance motor boasting 1,800 RPM (3,000 BPM), and with a hammer and anvil system producing 800in/lbs of torque, the impactor delivers exceptionally fast fastening and an ultra smooth, high-performance. Powered by Bosch’s Litheon technology, batteries built for a totally optimized performance, the tool remains lightweight (at only 2.2 lbs) while still maintaining big power. A variable speed trigger produces a wide range of speed options for greater versatility in a variety of applications, and with a 1/4″ hex quick change chuck that can instantly change from drill bits to driving bits, the tool is incomparably efficient and convenient on the job. The impactor additionally has 3 LED lights integrated into the front of the tool to illuminate dark or tight spaces, and pricing from around $160 — $190, the PS40-2A impact drill kit has the power for heavy-duty effectiveness, at a really great price.

Boasting the smarts of automatic impact and the underrated awesomeness of portable power, any of these impactors are certain to help you achieve the best resutls with an efficient and rewarding power tool.

How do i wear tall sheep skin boots

How Do I Wear Tall Sheep Skin Boots?

Tall sheep skin boots look absolutely stunning when worn by tall, model-like women wearing ultra-short mini-skirts. Their long, supple legs accentuate the sleekness and smoothness of this style of boot. It is as if the message being sent is that when you buy tall sheep skin boots , you too can look like these women. But what the messages do not tell you nor show you is that as soon as you put on a pair of these boots, your feet can feel just as good as the person’s in the picture. And you don not even have to wear a mini-skirt. In fact, these fashionable boots can be paired up with any outfit you choose.

Tall sheep skin boots are named so because they are tall. In fact, the length of the boot when measured from the ankle to the top of the boot is approximately fourteen inches high. What that means to you is fourteen inches of pure pleasure because the entire length of the boot is lined with pure wool fleece. Imagine how warm your legs will feel on a cold, snowy night when they are wrapped in this luxurious material. To realize the full warming effects of these boots, do not let socks or nylons stand in the way. Tall sheep skin boots truly are best worn against bare feet and legs. Only then will the one hundred percent wool fleece be able to wrap itself around every contour of your legs and feet.

Tall sheep skin boots are available in sizes for men and women and are constructed using all the elements you have come to expect in sheep skin boots. The outer layer of the boot is soft and supple and is available in a multitude of color options including denim blue, powder blue, ruby red, black, chestnut, sand, lilac and pink. Tall sheep skin boots are double stitched for extra reinforcement using the same color thread. The tops of these tall boots can be rolled down to expose the pure wool lining, changing the look of this magnificent boot. Another decorative touch found on the tall style of boot is the addition of a friction cinch at the top which you can pull tightly to achieve an even more snug fit against your legs. Another eye-catching style of tall boot has a lace up side. The laces can be either the same or a complimentary color. As always, the soles on these tall boots are constructed in a light-weight, lugged tread design which protects the wearer from dangerous falls.

But the real pleasures of tall sheep skin boots are found on the inside. That is where you will find the soft, cozy, removable pure wool fleece insole that will begin to conform to your foot and leg the minute you put on your pair of boots. Your feet and your legs will wonder why you have never let them feel this good before. They will feel snug and refreshed because the wool will help to draw wetness away from the bare skin and help the air to better circulate. They will be warm and dry. They will even feel cool in warmer temperatures, so go ahead and wear tall boots even if it’s not cold outside. And best of all, there will be no more foul smells when the boots are removed – if the boots are removed. That’s right. Tall sheep skin boots are so comfortable that you will not want to take them off. You’ll find any excuse to wear these boots, even if it is only for a brief trip outside to get the mail.

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How appraisers and home inspectors are protected with errors and omissions insurance

How Appraisers and Home Inspectors are Protected with Errors and Omissions Insurance

Home Appraisers and Home Inspectors are important and necessary experts in real estate transactions, but their roles are quite different. Appraisers determine the value of a property, and this information is also used in the estimation of homeowners insurance and real estate taxes. Appraisers inspect a home, its property, amenities and upgrades, and also research other local properties and their values to determine what a home is worth.

Home Inspectors are not Appraisers. Home Inspectors look for defects in a home, or problems which could lead to future repairs for the homeowner. They look for structural problems, in addition to electrical, plumbing, heating and cooling issues that indicate immediate repair needs, or potential future problems. Both fields are vulnerable to law suits, and need to be covered by Appraiser E&O Insurance and Home Inspector E&O Insurance to protect their businesses.

If a lender or buyer has a financial loss that they believe was caused by negligence on the part of the Appraiser, they can sue. Appraiser E&O insurance will protect Appraisers from large financial losses from settlements and legal fees. Even if the Appraiser is not at fault, they can be held responsible. They are especially vulnerable in a volatile economy when values plummet, and attempts are made by owners to regain losses from decreased property values.

Home Inspector E&O insurance is critical for protecting Inspectors because of the nature of their business. If something goes wrong in a home, the homeowner may quickly blame a Home Inspector for not recognizing the potential problem. Home Inspectors may not have been able to foresee a fault in a home despite a thorough inspection, but still be sued by the homeowner. Errors and Omissions insurance can protect the Home Inspector business and its employees from monetary loss.

If an Appraiser or Home Inspector is held responsible for mistakes or oversights, it is essential protection to have coverage with Errors and Omissions insurance. It is even a requirement in some states to have this type of insurance for Home Inspectors and Appraisers, and it guards the business, its owners, employees and subcontractors from losses.

Leadership in business

Leadership in Business

Anyone will tell you that a team is more effective than an individual. But what makes a team? Is it just a group as opposed to one person? Is it just a group of people all working on the same project? It’s definitely a group of people working on the same goal, but it’s more than that too. Every true team has one thing in common, they have a leader. With a leader, a team is focused and organized. They can take advantage of their numbers and truly maximize their effectiveness. The big question is though, what really makes a good leader? In my opinion, there are four main traits that a great leader absolutely must have. Of course there are countless minor traits that are good qualities, but the following four traits are the big ones.

The first and most noticeable quality is charm. A good leader needs to be admired and liked by those who follow him or her. This is usually the first thing that others will notice in their leader. Someone with charisma will naturally draw attention from a group of people. Leaders need to have their team’s complete attention, and this trait will make it very easy. A leader’s charm will act as the glue that holds the team together. When all else fails, this trait will come through for the leader. It isn’t really a trait that can be learned completely though. A person can work on this trait somewhat, but for the most part they either have it or they don’t.

The second trait that a good leader should have is a take charge attitude. Leaders need to know what they want and they need to be the one in charge. If a team has no leader, it would not have direction. Multiple members of the team would try to steer it in different directions. This is very counter-productive. To prevent this anarchy, a good leader needs to be head strong and assertive. Unassertive leaders don’t instill confidence in their teams, and they don’t encourage people to follow them.

A leader, being the head of a team, obviously needs to understand the concept of teamwork. They need to be able to delegate authority effectively, be able to coordinate their team’s tasks with each team member and understand each of their team member’s strengths and weaknesses so they can assign appropriate tasks. They also need to be able to handle a relationship between themselves and their teammates. This relationship needs to be consistent with all of the team members; in other words a leader should not play favorites. A team leader, as part of the team, needs be responsible for his or her mistakes. They should also expect all team members to take responsibility for their mistakes. Essentially this trait is simply understanding and being able to apply the teamwork concept to maximize the work output.

The last trait a good leader needs to have is a stable emotional well being. They can’t fall to pieces when trouble arises, because trouble always arises. They need to have patience with their team members, because it will be very difficult to follow the leader if he or she is agitated all the time. Also, if a leader gets really upset when things don’t go right, their team members will tend to act in a similar way. This will cause the team to lose control and lose sight of their goals. This is a tough skill to develop because, like charisma, it is something that you are born with. It can be developed somewhat over time through experience. This trait allows a leader to be cool under fire, which is crucial for any authoritative figure to have.