Who are you?

If you keep saying you want to stay true to yourself, then how can you also say you want to be better? I bet the people who say these sorts of statements almost certainly do not think about them deep enough. First they will have to sit and define who they really are. Then they say, based on the list they have come up about themselves – “I have to stay true to this. Good or bad.”

They use it to defend their bad behavior and lie about their actions.

Who’s the true you?

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How have you cared?

When customers complain, it is obvious that they care enough to make that call or email that grouse. You could argue they only care about themselves. And that is precisely why you should care and use that as an opportunity to out-care them than your competitors.

Make your apology real. Say, “We are sorry.” Make the compensation worth it. Be generous with it. I know, the common fear is, “what if every customer did the same and take advantage of us?

The answer is this, when customers make complains they first want to be heard. They could be angry, frustrated, disappointed. They want a listening ear and they want you to fix their problems with your service or products. Maybe 0.05% of your customers have fleecing you in mind. But by and large, they just want to be heard and cared for.

If you can up the caring, you may have just recruited a brand evangelist.

Who is going to care on your behalf?

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What did you plant?

If you lament that you do so much work and never see the fruits of your labour, perhaps it isn’t because the fruits aren’t there.

Sometimes it is a matter of knowing what you sowed. At other times, it could be because you under estimated the time it takes to bear fruits. Maybe you have pre-conceived notions of how the fruits should look.

You always reap what you sow. Sometimes the toughest part isn’t sowing. It’s recognising the fruits.

Can you recognise its fruits?

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Do you have the credibility?

Before you recommend me something, you must first know if you carry some credibility with me. That there is some form of trust. 

Intrinsic in a recommendation is credibility and trust. Without them, you can use the word “recommend” all you want but no one will take it up. 

How are you building trust?

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Do you care how it is done?

If you don’t, perhaps you should. You often hear bosses saying to their subordinates “I don’t care how it’s done so long as it is done.” Somehow people feel it sounds damn cool when yelled out loud. But is it? 

I think it should be “I care that it is done and done the right way.” Saying not to care how it is done is a permission to trash your ethics out to crumbs, that it is OK to bastardize good old values like integrity and honesty.

When more and more people get things done without caring how it is done infiltrate our collective business consciousness, that’s when we all have to pay for it. One way or another, whether as business people or as consumers. We all pay.

Values and performance must go hand in hand. Values AND performance. Not “OR”.

Do you know how it was done?

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Do you resist or embrace?

We are faced with situations that demands for change from our comfortable ways. We can choose to ignore or embrace the challenge for the better. 

The senior citizens that takes on digital despite the fear. 

What about you?

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Did you hear that?

Feedback. 

They can come as suggestions, criticisms, advice and compliments. Distinguishing what the feedback is and knowing what to do about it opens up a little hole for the light to shine in.

It maybe all your seed needs to grow.

Do you comprehend?

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