Care More Than They Do

first_imgThis past weekend I stayed at a nice, expensive hotel in Washington, DC. I called to have the valet bring up my car so I could drive to a conference, and when I arrived at the front door of the hotel, a long line of people waiting for cars and taxis greeted me. All of them looked unhappy that no one was there to help them. But one couple looked especially unhappy.A few minutes passed, and the manager of the hotel arrived to tell the unhappy couple that the hotel had indeed lost their Range Rover. Yes, the valet took their automobile, and it was no longer in their parking garage. You might imagine that the couple wasn’t pleased by this news. They were angry, upset, and emotional. They pleaded with the manager to help them, to do something. At one point, the manager of the hotel turned to the couple and shouted: “Settle down! We’re looking for your car!”I was familiar with most all of the profanities that the unhappy, Range-Rover-missing couple uncorked on the hotel manager as they jumped in a taxi and took off. I have no idea how this story ended, but here’s the lesson: You have to care as much or more about your customer’s problem as they do—and they have to feel it.You Care, Or You Don’t CareIf you have clients, you are going to have problems (it comes with the territory). Some of the problems will be relatively small and easy to rectify. Other problems and challenges are going to stretch the limits of your imagination—and the limits of your resourcefulness.Here is the first law for dealing with client or customer problems:If your client believes that you care as much or more than they do about solving their problem, then you can survive problems of almost any size. If your client believes that you don’t care about them, you can’t survive even relatively small problems.The hotel manager was under stress. I am certain it was the first time a car disappeared on his watch. He was frustrated. But he stood face-to-face with his customers and argued with them about their missing car. He would have done better to stand beside them and look at their problem through their eyes. He was missing empathy; the ability to show his clients how much he cared.It matters greatly that you care. It matters even more that your client’s can feel that you care. There isn’t a substitute, and it can’t be faked. This is the real test for whether or not you win clients, and it’s the real test as to whether or not you retain them.QuestionsHow do your dream clients, your prospects, know that you care about them?How do your existing clients know that you care about them?When you have a problem with something you buy, how important is it the company and the person you ask for help care about you and the outcome you need?How do you demonstrate that you care and how does that caring impact your client relationships? Get the Free eBook! Want to master cold calling? Download my free eBook! Many would have you believe that cold calling is dead, but the successful have no fear of the phone; they use it to outproduce their competitors. Download Nowlast_img read more

The Leadership Playbook: The Value of Beliefs

first_img Essential Reading! Get my first book: The Only Sale Guide You’ll Ever Need “The USA Today bestseller by the star sales speaker and author of The Sales Blog that reveals how all salespeople can attain huge sales success through strategies backed by extensive research and experience.” Buy Now The Wall Street Journal published a great article about Urban Meyer and the leadership coach he put on staff, Tim Kight. The gist of what Kight taught the team is that an event and the response together equal the outcome. In the terms Covey used, there is a gap between the stimulus and your response. You get to decide how you respond.Every time the Ohio State Buckeyes football team has experienced what should have been perceived as a seriously negative event, they have been coached to believe that they have an opportunity to decide how to respond. And they have had events that would have shaken the belief of any team, including the loss of two Heisman candidate quarterbacks, an early loss to a team they should have beaten on paper, and the disbelief of most all of their critics.What I hope strikes you most about all of this has nothing to do with football, nothing to with Meyer, and nothing to do with the amazing season Ohio State has had. They just serve as excellent examples of a bigger lesson.What I hope strikes you is that a high-performing, high achieving leader brought on a leadership coach for his team. He didn’t hire a coach to speak once, hoping that would be enough by itself to carry his team through the year. He made in investment in coaching and developing a certain mindset.I hope that you are struck by the fact that this leader believes so strongly that the game is won and lost first in the minds of his players and only then on the field. I hope you recognize the extraordinary power of belief when it comes to producing results. It is difficult to beat someone (or a team of someones) who refuses to allow themselves to be beaten in their minds.There is a power in morale, unit cohesion, esprit de corps. You don’t get this force multiplier when some people in a group share a different set of beliefs and when they don’t believe they are part of something.Leadership isn’t an easy art. But the heart of it may be in building the mindset and belief system that high-performing teams are built on.last_img read more

The Hustler’s Playbook: You Weren’t Born to Be Ordinary

first_img Essential Reading! Get my 3rd book: Eat Their Lunch “The first ever playbook for B2B salespeople on how to win clients and customers who are already being serviced by your competition.” Buy Now You weren’t born to be ordinary. You were just infected by other people’s beliefs about what it’s okay to settle for.Your DNA is different. Your experiences are different. Your thoughts, wants, and desires are different. In many ways, we are all more alike than different, but the things that make you different are massive and magnificent. What makes you special is different than what makes someone else special, and what makes you special makes you extraordinary. But only if you believe and behave in accordance with this truth.Pure PotentialYou are pure potential. If you knew what you are really capable of, you would struggle to believe it. In fact, most of the reason you still have so much potential left to develop is that you don’t yet recognize that you have it. You don’t know what your superpowers are or why you were given your gifts (including the gifts that you don’t recognize as such when you receive them).Ordinary is something you are taught. You may have been infected with the idea that you are not to make waves, not to stand out, and not to draw attention to yourself. The people around you likely shared a set of common goals and beliefs like: go to school, get an education, get a good job, and work towards retirement. Even the people who love you will want to keep you safe, perhaps even telling you that using your gift is too dangerous, that you may get hurt.Pleased, Never SatisfiedYou weren’t put here to survive. You were put here to do something and to flourish. You’re here to reach your full potential and to make a difference.If you aren’t growing, then you are wasting your potential. It’s okay to be pleased with your results, but it isn’t okay to be satisfied. No matter how well you are doing, you have more potential in front of you than the potential you’ve developed in the past.If you stop striving to be more, do more, have more, and contribute more, then you are settling for something less than what you are truly capable of.last_img read more

Don’t Be a Red Shirt

first_imgOn the original Star Trek television series different characters wore different colored shirts. James T. Kirk, Mr. Spock, and Bones all wore blue shirts. Sometimes they wore some weird yellow shirt. But a lot of the characters wore red shirts, and wearing a red shirt meant you weren’t likely to be on Star Trek for long.As soon as there was trouble in an episode of Star Trek, people in red shirts were killed. A red shirt meant you were nothing more than fodder (Except Scotty, I think). People in blue shirts survived, no matter how unlikely the circumstances. Knowing this, why would you ever put on a red shirt?Red Shirt ThinkingRed shirts wait for the world to act upon them. They march steadily into their fate, believing everything that happens to them is inevitable. They believe the locus of control is external. For a red shirt, everything is outside of their control.When you believe that your results and your fate are determined by outside forces, you dis-empower yourself. Worse, when you believe you are playing an extra, you never live up to your full potential, depriving the world of your gifts. And all because of the color of your shirt.Change Your ShirtWhy not try on the blue shirt? Why not decide to be the hero in the story you tell instead of the victim?A Blue Shirt acts on their world. They determine the outcome, and when they don’t get exactly what they want, they go at it some other way, exercising their initiative and their resourcefulness. This, instead of marching to their fate as if they were some sort of automaton.Blue shirts are empowered. By who or what? By their beliefs about who they are and what they can do. Essential Reading! Get my 2nd book: The Lost Art of Closing “In The Lost Art of Closing, Anthony proves that the final commitment can actually be one of the easiest parts of the sales process—if you’ve set it up properly with other commitments that have to happen long before the close. The key is to lead customers through a series of necessary steps designed to prevent a purchase stall.” Buy Nowlast_img read more

Madhepura MP Pappu Yadav arrested after clashes with police

first_imgMadhepura MP and leader of the Jan Adhikar party (Loktantrik) Rajesh Ranjan alias Pappu Yadav was arrested late on Monday night in Patna.Police said he was arrested in connection with an old case of creating chaos and fighting with policemen with brickbats near the Kargil Chowk in Patna on January 24.On Monday too, Mr. Yadav and his supporters clashed with the police during a protest march towards the State Assembly. They were protesting against the recent average hike of 55% in power tariff in the State and also to demand a CBI probe into the Bihar Staff Selection Commission (BSSC) question paper leak case.Police said the MP allegedly provoked his workers to attack the policemen.The Budget session is going on in the Legislature.At 11:30 p.m., the Gandhi Maidan police reached Mr. Yadav’s residence in Mandiri and took him into custody while hundreds of his supporters kept raising slogans in his favour.The police produced him before a judicial magistrate who sent him to jail.Around midnight, Mr. Yadav was lodged in the Beur central jail of Patna.Mr. Yadav is husband of Congress MP from Supaul Ranjit Ranjan.Mr. Yadav, of late, has been making provocative statements against Chief Minister Nitish Kumar and his ruling alliance partner RJD chief Lalu Prasad, alleging that the government had planned to kill him.“Our workers heard two police officials talking about the government order to have me killed right at the rally venue. Is this how a democracy functions? It is a citizens’ birthright to stage protests when democracy does not function properly,” the MP said on Monday.Sources told The Hindu that before Mr. Yadav was taken into police custody, he spoke to Lok Sabha Speaker and apprised her of the development.The MP is likely to appeal in court on Tuesday against his arrest.last_img read more

Bengal doctors jittery over attacks

first_imgConcerned over attacks on doctors at State-run hospitals by family members of patients, the Alternative People’s Health Initiative (APHI), a forum of doctors and other health workers, came out with several suggestions to curb such attacks on them. Representatives of eight State-run hospitals are part of the APHI. The development assumes significance with the Trinamool Congress government trying to streamline practices of private hospitals in the State. On March 3, the Assembly passed the West Bengal Clinical Establishments (Registration, Regulation and Transparency) Bill, 2017, bringing the functioning of private hospitals under greater government scrutiny.“In the month of March alone, two cases have come in the public domain where two doctors working in the State-run SSKM (Seth Sukhlal Karnani Memorial Hospital) and R.G. Kar Medical College and Hospital were assaulted,” APHI’s convener Baishali Biswas told The Hindu.According to the APHI, such assaults are mostly carried out by relatives of patients who accuse the doctors of negligence. The organisation has recently come out with an eight-point proposal to curb such attacks on doctors.Referral systemOne of the key suggestions in the proposal is the setting up of a centralised referral system, which will have updated information regarding the availability of beds and other facilities at government-run hospitals in the State. Pointing out that there is a tendency to refer patients to super-speciality hospitals from primary rural health centres, representatives of the APHI said that the related information should be accessible to both doctors and patients. “The referral system should be overhauled. Initiative has to taken to ensure that patients get proper treatment even if they are referred to district or block hospitals instead of super-speciality hospitals,” the proposal stated.The APHI argued that the “absence of standard operating procedure”, especially with regard to emergency cases, leads to confusion and chaos among both doctors and family members of patients. They also said that the in order to boost the government healthcare system, the vacant posts in hospitals have to be filled urgently.APHI will discuss the impact of legislation on State-run doctors at a convention to be held on April 19.last_img read more

Maoist identity in doubt

first_imgA Dongria Kondh woman from the Niyamgiri area of Odisha, Rasmita Sikoka alias Kuni (20), alleged to be a Maoist cadre with a reward of ₹1 lakh on her head, surrendered along with five other alleged Maoist militias on Wednesday, Rayagada police claimed.But the Maoist identity of the woman as well as her surrender has caused a controversy. She is the daughter-in-law of Dadhi Pusika (62), a leading activist of the Niyamgiri Suraksha Samiti (NSS). She is also the niece of another key NSS activist Lada Sikoka.The tribals of the Niyamgiri hills spread over the Rayagada and Kalahandi districts have been resisting mining in the region under the banner of the NSS since 2003.The police say Ms. Sikoka was an armed cadre of the Niyamgiri Dalam of Maoists and was involved in several incidents of Maoist violence.But the claims of police were challenged by social activists and organisations.They allege that Ms. Sikoka had been taken away from her in-laws’ home at the Gorata village at around midnight on May 1.last_img read more

Rajasthan braces for quota stir

first_imgSecurity has been tightened in the eastern Rajasthan districts of Bharatpur, Dausa, Karauli and Dholpur on Monday ahead of a “Mahapanchayat” (sit-in) announced by Gujjars to press for 5% reservation for the community in the Other Backward Classes (OBC) quota. The agitation is proposed to be launched at Adda village near Bayana on Tuesday.A 15-member delegation of Gujjars arrived here on Monday to hold talks with the State government on the contentious issue. However, Gujjar Aarakshan Sangharsh Samiti convenor Kirori Singh Bainsla did not come for negotiations.The talks of Gujjars with a group of Ministers, led by Social Justice and Empowerment Minister Arun Chaturvedi, and senior government officers were continuing at the State Secretariat here till late in the evening. Meanwhile, prohibitory orders under Section 144 of Criminal Procedure Code have been imposed in Bharatput district till May 31.Col. Bainsla said in Bharatpur that the deliberations at the meeting would be shared with the community on Tuesday to decide their future course of action. The Rapid Action Force battalions have been sent to Bayana, Hindon and Bharatpur towns to deal with any untoward situation.The State government had created a “most backward” category within OBCs for Gujjars and four other nomadic communities and given them 5% reservation through a Bill passed in the Assembly on October 26 last year, increasing the OBC quota from 21% to 26% and taking the overall quota in the State to 54%.The Rajasthan HC restrained the State government on November 9, 2017, from implementing the provisions of the Bill. Later, the Supreme Court also restrained the State government from taking any action or decision on the administrative side or in any manner conferring the benefit of reservation which will have the result of crossing the total reservation beyond 50%. The apex court has since asked the State government to maintain status quo till the High Court decides a pending case against the impugned Bill.last_img read more

Congress urges Goa Governor to dismiss BJP-led coalition in Goa, says “govt. is in ICU”

first_imgThe Congress on Wednesday appealed to Goa Governor Mridula Sinha to dismiss the BJP-led coalition government in the State and also warned of a state-wide protest if its demand is not met. In a strongly-worded statement issued here on Wednesday, the Congress claimed that the State administration was in ICU due to the repeated hospitalisation of ailing Chief Minister Manohar Parrikar, and also some of his Cabinet colleagues. “We once again appeal to the Governor to intervene into the matter…and dismiss this government. Today, there is Emergency-like situation in Goa,” Goa Pradesh Congress president Girish Chodankar said in a statement issued on Wednesday evening. The statement comes on the day when ailing Chief Minister Parrikar is scheduled to leave for the U.S. for treatment, for the third time in six months.The Chief Minister has been unwell since February this year and has been hospitalised on multiple occasions in hospitals in Goa, Mumbai and the U.K.. To run the administration in his absence from March to June, when he was undergoing treatment in New York, Mr. Parrikar had appointed a three-member ministerial committee to oversee routine government affairs.However, BJP sources on Wednesday claimed that the ailing Chief Minister is keen on keeping the decision-making powers to himself, during his visit to US. A core committee of Goa BJP, which had gone to meet the CM in Mumbai on Wednesday returned after he reportedly told them that he would soon return to Goa from the U.S. and ruled out any need to handover charge to anyone else as he would monitor the administration from the U.S..Union Minister of State for AYUSH Shripad Naik, who is also a North Goa MP said that Mr. Parrikar was expected to return from the U.S. in a week’s time. “Manohar Parrikar’s obstinate insistence on sticking to his chair is jeopardizing not only his own health but it is also adversely impacting the administration and health of the State,” Mr. Chodankar said.“The BJP and ruling allies, the Maharashtrawadi Gomantak Party and Goa Forward Party had no right to hold the State and it’s people to ransom through emotional blackmail by cashing on people’s sentiment of goodwill towards a sick man. Mr. Parrikar and BJP should stop thinking that he is irreplaceable and come out of his self-induced hallucination that all his colleagues are incompetent and useless to adorn the chair of Chief Minister,” Mr. Chodankar said.last_img read more

Goods train catches fire near Dahanu Road, several trains cancelled

first_imgFire on a goods train gutted down two coaches on Thursday night near Dahanu Road, leading to several trains being cancelled and services affected on Friday morning. The incident occured around 10.35 p.m. on Thursday on the Uttar Pradesh line (towards Mumbai) between Dahanu Road and Vangaon station. According to railway officials, the overhead equipment had melted due to the fire and as a result traffic services in that section were completely disrupted on Friday morning. There were no casualties reported.The line was made operational at 9.10 a.m. on Friday. While the Down Line had been restored 1.35 a.m. after repair works carried out over night, services were operating with speed restrictions.Due to the fire, 12 trains had to be either cancelled or short-terminated, including the Mumbai-Surat Flying Ranee. Suburban services in the morning were being operated till Boisar, before the UP line was made operational. Four long-distance trains were also diverted, including the Pune-Ahmedabad Duronto Express.            List of Affected TrainsDIVERTED TRAINS11095(ADI-PUNE) JCO 8/11/18  DRD ARR 0.55  DIVERTED VIA BHET-JL,12298(PA-ADI) DURANTO JCO 8/11/18 DIVERTED VIA KYN, JL, ST22475(HSR-CBE) JCO 8/11/18 VIA BHET-JL12264(NZM-PUNE) JCO 8/11/18 VIA BHET-JL22944(IND-PA) JCO 8/11/18 VIA BHET-JLOTHER AFFECTED TRAINS69173 (Virar- Dahanu Rd) of 8-11-2018 & 69174 (Dahanu Rd– Borivali ) JCO 9-11-2018 are cancelled.59442 (Ahmedabad- Mumbai Central ) JCO 8-11-2018 Will Be Short Terminated at Vapi  & reversed as 59439 ex Vapi.59024/59023 (Valsad-Mumbai Central-Valsad) & 12935(Bandra T-Surat)  JCO 9-11-2018 are Cancelled.22954 (Ahmedabad-Mumbai Central) JCO  9-11-2018 is short terminated at Surat & wl be reversed as 22953 ex Surat to Ahmedabad ie will be cancelled bet ST- MMCT-Surat.12922/12921 (Surat-Mumbai Central-Surat) JCO 9-11-2018 Is Cancelled.59038(Surat -Virar) JCO 9-11-2018 Is Short terminated  at Valsad.19016(Porbandar Mumbai Central) JCO 8-11-18 is short terminated at Surat & reversed as 19015 JCO 9-11-18  ex Surat to Porbander22444 (Bandra T–Kanpur Cntrl ) JCO 9-11-18 sch departure 5.10 hrs is Rescheduled at 8.05 hrs.12009(Mumbai Central -Ahmedabad ) JCO 9-11-2018  sch departure 6.25 hrs, is rescheduled at  8.25 hrs.19023(Mumbai Central -Firozpur ) JCO 9-11-2018 scheduled departure at 7.25 hrs is Rescheduled at 10.20 hrs i.e. 2.55 Late.12922/12921 (Surat-Mumbai Central-Surat ) JCO 9-11-2018 Is Cancelled.59038(Surat-Virar) JCO 9-11-2018 Is Short terminated at Valsad.19016(Porbandar – Mumbai Central) JCO 8-11-2018 is short terminated at Surat & reversed as 19015 JCO 9-11-18  ex Surat to Porbander.12932 (Ahmedabad -Mumbai Central) JCO  9-11-2018 is short terminated at Valsad  & reversed as 12931 ex Valsad to Ahmedabad.12934 (Ahmedabad -Mumbai Central ) JCO  9-11-2018 is short terminated at VAPI & reversed as 12933 ex VAPI  to Ahmedabad.59441(Mumbai Central -Ahmedabad ) JCO 8-11-2018 is short terminated at Vasai Road and cancelled between Vasai Road-Ahmedabad .17204(CAO – Bhavnagar ) JCO 8-11-2018  diverted Via Jalgaon-Surat.15068(Bandra Terminus -Gorakhpur) JCO 9-11-2018  diverted Via Vasai Road -Kalyan -Jalgaon.61002 (Domivli-Boisar) of 9-11-18 is short Terminated at Vasai Rd & Cancelled bet Vasai Rd -Boisar.61001 Boisar-Vasai Rd of 9-11-18 is cancelled. 69164 Dahanu Rd–Panvel of 9-11-18 is Cancelled bet Dahanu Rd -Vasai Rd12936 (Surat – Bandra T) of 9-11-18 will be Cancelled. 59039 (Virar-Valsad ) of 9-11-2018 is Cancelled.last_img read more

Matua matriarch’s last rites today

first_imgThe body of the Matua community matriarch, Binapani Devi, was taken to the Matua Mahasangha headquarters known as ‘Thakurbari’ in the Thakurnagar area of North 24 Parganas district on Wednesday where thousands of people offered their respects. The last rites of Binapani Devi will be performed on Thursday. Binapani Devi, popularly referred to as ‘Boroma’, passed away at a city hospital late on Tuesday evening. She was 100. Her younger son, Manjul Krishna Thakur, said that Matuas from all over the country are coming to offer their respects.Prime Minister Narendra Modi tweeted immediately after her death describing her as an “icon of our times”. Chief Minister Mamata Banerjee described Binapani Devi’s demise as a “personal loss”. She added that ‘Boroma’ will be accorded a State funeral and given a gun salute.Influential communityMatuas are capable of influencing more than one Lok Sabha seat in the State. The influence of Binapani Devi and the Matua Mahasangha can be gauged by the fact that Prime Minister Narendra Modi before addressing a rally at Thakurnagar met ‘Boroma’ on February 2, 2019. In December 2018, the State government bestowed on her its highest honour — Bangabibhushan. Matuas are a religious sect of Bangladeshi Dalits who predominantly belong to the Namasudra caste. Boroma’s daughetr-in-law, Mamatabala Thakur, is a Trinamool Congress MP from Bongaon.last_img read more