LAURA BENJAMIN'S ONLINE MAGAZINE

Dedicated to help your business grow and your people prosper. It's never 'just business' it's always personal

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Vol. 8, Number 3 - February 14, 2007
Editor: Laura Benjamin
http://www.LauraBenjamin.com
Published continually since 2001
Copyright©Pinehurst Press Ltd., 2007

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IN THIS ISSUE
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1. Teamwork Quotes & Funny Quotes
2. Teleclasses & Guest Expert Interviews
3. Discussion Point: Create Thought Leaders
4. Tutorials
5. Drama Corner: Don't Worry Your Pretty Little Heads
6. Why Customers Leave
7. How to Save Money
8. The Grand Finale

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1. TEAMWORK QUOTES & FUNNY QUOTES
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-If you can't see the bright side, polish the dull side
-We stand tallest when we stoop to help others
-The best way to have the last word is to apologize
-Setbacks pave the way for comebacks
-Kind words make good echoes
-Life is a measure to be filled, not a cup to be drained
-Forbidden fruit creates many jams
(Family Circle Magazine, compiled by Mary Katherine/David Compton)

Teamwork Quotes at: www.LauraBenjamin.com/teamworkquotes.htm

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2. COMPLIMENTARY CLASSES AND GUEST EXPERT INTERVIEWS
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WEBSITE BASICS FOR NON-TEKKIES: GET YOUR SITE TO THE TOP OF THE SEARCH
Laura's websitesite gets 6000+ visitors each month. Would you like to
learn her do-it-yourself-without-paying-a-penny methods? Register for
Friday, Feb 16 class (1pm pacific, 2pm mtn, 3pm central, 4pm eastern)

DID YOU MISS THE MARKETING TIPS TELECLASS? Go to
http://www.LauraBenjamin.com/shows.htm to get the complimentary audio

WANT TO WRITE A BOOK TO PROMOTE YOUR BUSINESS?
Don't miss our Feb 23 class, "Book Authorship: Forks and Knives in the
Road" with award winning writer/former magazine editor, Joe Schuler
(9am pacific, 10am mtn, 11am central, noon eastern)

Register at: http://www.LauraBenjamin.com/interviews.htm
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3. DISCUSSION POINT
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A short discussion point to encourage meaningful dialogue among employees,
managers, independent business owners, association leaders, etc. Get the
communication going and find out what folks think about the grey areas.
Our goal: to create lively debate, knowledge transfer and active minds!

DISCUSSION POINT #3: HOW TO CREATE "THOUGHT LEADERS"
The term "thought leader" is one of the newest buzzwords or jargon used
to describe a person who is recognized among his or her peers for innovative
ideas and demonstrates the confidence to promote those ideas. (Wikipedia)

DISCUSSION QUESTIONS:
-How do we define the term "thought leader" in our organization?
-What obstacles prevent thought leaders from emerging in this organization?
-What difference does it make if we have thought leaders here or not?
-How does the Carla Concept(TM) facilitate thought leadership? (Or does it?)
(Carla Concept = Challenge/Change Faced, Actions Taken, Results Achieved,
Lessons Learned, Another Approach)

For more on The Carla Concept(TM) including recent research, please visit
http://www.LauraBenjamin.com/carlaconceptresearch.htm

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4. DIFFICULT PEOPLE TUTORIAL (COMPLIMENTARY)
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GOT A DIFFICULT PERSON IN YOUR LIFE? Get 107 Tutorial Tips on how to
deal with difficult personalities in the workplace, at home or at
school. Each one gives you a short slice of information on how to
cope and shows up each day in your inbox without you having to lift
a finger. You can use these tips as:
- A team or start-up meeting discussion
- For friends or family who struggle with a difficult person
- As training modules (with attribution please)
- As short articles for your intranet, trade magazine, or company
newsletter (with attribution please)
- Or to help you cope with the person you live with, sit next to,
do business with, or date

Go to http://www.LauraBenjamin.com/difficultpeopletips/signup.htm

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5. DRAMA CORNER: DON'T WORRY YOUR PRETTY LITTLE HEADS
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Once upon a time, a company decided to enforce a policy that up until then,
they had been quite lax with. They were getting ready to sell the business
and the lawyers felt they'd better "button things up", as my Dad would say.
So the frontline leaders went to the far ends of the earth (so to speak)
to spread the good news: "We're cracking down", they cried. "No more free
lunch, the party's over, ship up or shape out."

The processing folks shook in their boots at the thought of all the customer
calls they would field. "After all" they whispered when no one was looking,
"We've not warned them of the change. How will they know until it's too
late?" And they shuddered.

But the managers got wind of these rumblings. They gathered en masse to
present a united front and sang the same song: "Now, don't you worry your
pretty little head about this. We've got everything under control."

And all was quiet. Time passed.

But then the first phone call came. And then the next. And the next until
the rising tide swept over the processors. The crest built and surged up,
up, up the company call list until it reached the very top and lapped at
the feet of the great and all-knowing kahuna.

"Enough" he cried. "Why did NO ONE say something?"

His gaze swept across the countryside, like a hawk looking for its next
meal. It fell upon the lawyers, the managers and the trembling processors.
Until it circled back around and came to rest - on his very own desk.

"It seems we didn't listen" he mumbled. "We tried to do the right thing,
tried to be 'strategic', tried to hit the numbers."

He turned and faced the crowd as the sun broke through the clouds and birds
began to sing. "We can begin again," he said.

"There is hope. All is not lost...

...for YOU ARE our GREATEST competitive advantage."

The End!

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6. WHY CUSTOMERS LEAVE
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In no particular order...
-You nickel and dime them to death with added fees and charges
-Your policies are more important than your relationships
-Your people are not friendly and often, even rude
-The business owner never shows his or her face
-Frontline managers don't return phone calls
-Your marketing and delivery are incongruent (mixed messages)
-Facilities, exterior, bathrooms and countertops are dirty and dated
-Your return policy serves you, not them
-You act too busy to help them
-New customer bribes, um savings far exceed what "old" customers get
-You think a latte machine will solve your service issues
-Your competitor sends a handwritten note to thank them for their business
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7. HOW TO SAVE MONEY
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Are you looking for ways to cut costs in your organization? Did you know
that on average, U.S. companies lose $500 billion from utility, telephone,
leases, income taxes and workers compensation overcharges? The average
small business recovers about $15,000 and companies with 15+ employees
recover an average of $40,000.

I believe this information is important because I know how easy it is to
overlook billing irregularities. Accounts Payable compares one month to
the next to see if it looks "about the same" and then sends out a check.
However, you might have eliminated 3 phone lines that month, or signed
a new lease based on 200,000 sq. ft. but never measured the space to make
sure, or changed operations to lower your risk rating - but would your
Accounts Payable person know that?

If you want to find out how much savings your business might realize,
please call my friend, Bill Burd at 719-330-1279 or email him at:
bjeagle@worlnet.att.net.

By the way, since I do not accept advertising, I do not benefit from
sharing this info with you. I just thought it was a cool service that
might be helpful to business owners. Plus, Bill's a great guy to work
with.

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8. THE GRAND FINALE
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-You receive this newsletter because you asked for it
-To recommend it to others, just click on "forward" in your email program
-We will not distribute your email address or contact info to third parties
-If you ever want out, just say the word and we'll make it happen
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Laura Benjamin is a business advisor, columnist, host of PeopleTalk Radio™
and leadership professional speaker. She is also the author of The C.A.R.L.A. Concept™:
How to Raise an Issue, Prove your Point and Communicate with Confidence & Clarity.

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Laura Benjamin International Inc. | Colorado Springs CO USA
Phone: 719-266-8088 | Fax: 719-785-5768
http://www.laurabenjamin.com
Copyright (C) Pinehurst Press Ltd., 2007