Soon, I’ll do a large study on headlines using a list of profitable and unprofitable sites. However, I have been running some split tests and have seen some interesting results in the last week or so. The sample size is small (3 sites), but all three split tests agreed on the following factors:
1. Blue (#000080) is winning over black by a small margin on all three sites. I hadn’t expected that. I use dark blue just because I like it and the large study showed that any dark color was fine as long as it wasn’t red. Green just never appealed to me and I wanted some color in my sales letter, so I’ve been going with that dark blue. Because darkness was important in the large study, I expected black to win over blue. It’s a nice result to see that I’m not doing the 2nd place thing in this case.
2. Serif fonts (Times New Roman in the tests) are winning over sans-serif fonts (Arial in the tests). That makes no sense to me. Everyone knows that headlines should be sans-serif and regular text should be serif; right? That’s just basic typography info. In fact, I think sans-serif fonts were specifically created for headlines. Well; it appears that isn’t the case for sales copy. Times New Roman is winning over Ariel in number of conversions in three different split tests.
3. I’ve been using size 6 fonts for headlines. It’s a fairly large size and it just feels right. Size 7 is just too large. Not so say the split test results. Size 7 has an average of 24% more conversions than size 6 in the split tests I’ve been performing.
I’ll eventually do a real study on a few thousand profitable and unprofitable sites and have a conclusive answer to all three of the above questions.
I thought you might find the results interesting as I did though, so there you go… for what it’s worth.
James D. Brausch focuses on product creation, copywriting and traffic generation on his blog here: www.JamesBrausch.com
“WOW DENISE, THOSE TIGHT JEANS SURE LOOK GOOD. DO YOU WANT TO SELL THEM?”
“NO, SWEETIE, BUT YOU CAN RENT THEM FOR A LITTLE WHILE.”
Starting this article with that actual quote and giving other real life examples of the type of interaction that goes on in many offices creates a self imposed need in my mind to assure you, the reader, that we will be discussing Sexual Harassment in the work place later in this article.
Recreational mating in the work place has been going on since organized business began. This term, Corporate Recreational Mating as used in this article does not pertain to simple “office dating” that goes on between two single adults that happen to work at the same place of business.
What we are going to discuss in this article is the type of recreational mating that has an impact on the performance of the business itself. Most of this type of recreation takes place among members of upper management and a high percentage of it is illicit. In other words, one or both of the participants are married and not to each other.
This is a situation that exists in many corporations, it’s rarely reported, often ignored and in spite of the participants attempts at secrecy, it is often a well traveled rumor, if not a fact.
In their January 2003 issue, Stuff Magazine reported on a survey done with 3000 participants revealing what goes on within the office walls.
“THEY’VE TURNED BOARDROOMS INTO BEDROOMS, GIVING A WHOLE NEW SPIN ON SPREADSHEETS.”
Before going on I should preface my remarks by admitting that I am definitely a card carrying member of the “Baby Boomers”. Being more honest I have to admit that during the early years of my career, the 70’s, I undoubtedly could have been classified as a male chauvinistic pig. I could have qualified as poster child for the official “Male Chauvinistic Pig” movement. However, experience has taught me a very important lesson regarding leadership and it’s personal relationship with employees
I now have a much greater appreciation for the abilities, the intelligence, and the value of female employees. Today, I firmly believe women in the workplace are the most under utilized asset this country has. We have made a lot of progress in the last two decades but we have a long way to go.
“STUFF” magazine survey of 3000 participants revealed that 51% confessed to office affairs. Out of them, 71% slept with one to three partners other than their spouse or significant other. Sixty percent admitted to actually having sex in the office with the following locations noted.
• Bathroom ………………… 24%
• Reception Area …………… 6%
• Conference Table …………22%
• Boss’s Desk ………………20%
• Photo Copier ……………… 6%
• Parking Lot…………………15%
Other magazines have reported varying degrees of the same survey. One well read woman’s magazine reported 53% of the males surveyed admitted to extra marital affairs while 23% of the women surveyed admitted the same. The office is the most likely place to meet someone since you spend more than 50% of your waking hours there. That statistic is mind boggling. It would suggest that the next time you attend a business meeting and look around the room, chances are that more than half but less than 75% of the mixed crowd is having or has had an extra marital affair…
This sounds like a chauvinistic sexist commentary. It probably is although it’s not meant to be. The comments and actual quotes are not meant to give the impression that all women in the work force are having sex with their co-workers or bosses. It is not meant to imply that most women are under the influence of the “Cleopatra Inheritance” and use their Feminine Qualities like the individual in the following quote.
“I KNOW HOW TO USE ALL MY ASSETS,” SHE REPLIED AS SHE PLACED HER HANDS STRATEGICALLY ON HER CHEST.
Let me state that it is an uncontested fact that the majority of females work very hard in the office and are dedicated wives. They keep their nose to the grind stone and they too are also disgusted by the minority of women that use their sexual prowess to advance their careers.
“Cleopatra Inheritance”
The “Cleopatra Inheritance” is a force so powerful that it can topple nations. Look at the publicity our former president Bill Clinton received regarding his relationships with a number of women. Not every woman is subject to be the recipient of this phenomenon. And not every woman that does inherit this power recognize it. Most of those that do recognize it don’t abuse it. But there is a minority of women that recognize this power they have over men at a very early age and begin using it. This power can bring the strongest man to his knees, fill his eyes with tears and make him do just about anything she wishes. There are a few women who have perfected this power. They have it under control and use it to advance their careers.
Women utilizing the “Cleopatra Inheritance” are very clever. They are not the “Sexy Dumb Blondes” characterized by the brunt of many of man’s chauvinistic jokes.
Women who use their inheritance to advance their careers focus clearly on their objectives. They are blondes, brunettes, red heads and every other hair style imaginable. In other words, it has nothing to do with their hair coloring. They know what they want and they go after it. Men are weak in their defense when faced with this inheritance. Its power is overwhelming and consuming. Fortunately, women who use this power are in the minority, a much smaller number than their chauvinistic counterparts of the male population in the work place.
“Two years prior to becoming CFO she was a payroll clerk in the accounting department. She had no degree and a limited knowledge of accounting. Today she is CFO of a $500 million dollar company making a six-figure income.”
The success of this individual can’t be traced to her academic credentials, she has none. It can’t be traced to her experience, she was a payroll clerk. But it can be traced to her personal relationship with the president and her knowledge, control and use of the “Cleopatra Inheritance” factor.
Control is a very critical factor. Love is generally not an acceptable alternative. Love complicates things and is rarely involved in this career enhancing experience. When the male does fall victim to this process, falls in love and may even want to leave his wife, the female panics. Love challenges her control of the situation. This is a typical response to the early warning signs from the victim that thoughts of love have entered his psychic.
Please forgive me if it sounds like I am trying to make the man the victim here. There are many more incidents where the male utilizes the power of his position to influence and intimidate the female to get what he wants as well. That’s called sexual harassment which we will discuss in detail in this article.
The Internet provides a lot of statistics and information regarding corporate recreational mating. Much of this insight is provided by the victims who are generally hurt in the process, the other spouse.
**********
“Two months ago I found out that my husband had an affair with a secretary in his office. She got pregnant and had my husband’s child who is now two years old. I can’t forgive or forget this horrible thing. We have been married twenty years. He knew from the beginning that the child was his and he never told me. His girlfriend called me and told me all about it. I can’t go on in this marriage because I don’t trust him.”
**********
“I’m twenty eight years old. My wife and I have been married for almost six years. We are both Christians. We don’t have children. I came home from work one day to find a message that said, “I have to go away and think.” I knew what was going on. It was the guy from her work. She was having an affair. I caught them in the parking lot at work kissing. She claimed it was a thank you kiss for a favor he had done. I knew that was crap. I actually tried to be friends with him. Just before she left to be with him, we all spent the weekend together boating. What a fool I was. She’s with him now.”
Casual encounters that sprout into full blown office romances are not uncommon given the amount of time we spend at work. Offices provide a safe haven and many of the necessary components for a connection, even an illicit one. Many employers fear that workplace romances cut productivity, result in office jealousies and unnecessary distractions. But, what do you do if it’s the boss or other executive management personnel involved in this type of office affairs?
There’s not much you can do if you want to remain employed. Executives that have affairs with married colleagues display moronic behavior. It does affect their work and no matter how secretive they think they are, they will eventually be exposed. These executives become known as players, bottom feeders with no morals. It’s a combination of the power of the Cleopatra Inheritance Syndrome and their own self indulgent egos that controls these individuals. It may also be their power and initiative alone taking advantage of younger female employees that need their job desperately.
Things that often occur without the knowledge of the participants include them becoming the brunt of many office jokes and rumors. They may become cartoon characters and laughed at in the lunch room. Their e-mails, cell phones and other means of communication may one day prove to be there down fall no matter how careful they think they have been. Sometimes conflicts become public.
“Are those reports ready Jennifer?” “No, James, I was with you all night trying out most of the Kama Sutra positions.”
Public displays of bickering and arguments between these individuals regardless of their rank in the hierarchy is common place. This type of public arguing heightens the sensitivity of everyone in the office to what may or may not be going on. It brings to the forefront inequities in the power structure. People resent the attention, the special treatment and the fact that she or he can get away with murder while everyone else tows the line. Agreement between the two on any topic carries no validity. The conclusion is that they are a couple so they have no reason not to agree. Security leaks are the most risk to the company in these situations. It’s amazing what everyone reveals beneath the sheets. There is no confidentiality confinement in an illicit relationship between boss and employee. That brings us to the concluding topic for this article.
SEXUAL HARRASSMENT
With all this office romance , corporate mating and illicit relationships occurring, what constitutes sexual harassment? Sexual harassment has existed since business began. The difference today in the 21st century is that it is now recognized. It is now enforced and business managers are forced to deal with it. Title VII of the Civil Rights Act of 1964 mandated that every working person has the right to work in an environment free from harassment on the basis of sex.
Wow! What a profound statement. How does one determine the difference between unwanted sexual advances and welcomed sexual advances that later become unwanted. The answer is, it really doesn’t matter. The Equal Employment Opportunities Commission (EEOC) defines sexual harassment as:
Unwanted sexual advances, requests for sexual favors and other verbal or physical conduct of a sexual nature when:
• A term or condition of employment is explicitly or implicitly made regarding submission to a request for sexual favor.
• Rejection or refusal to submit sexual favor is used as a basis for an employment decision.
• Such conduct has the purpose or effect to interfere with an individuals work performance or creates a hostile, intimidating environment.
There are actually two kinds of sexual harassment:
1. Quid Pro Quo:
Where employment decisions or expectations are based on an employees willingness to grant or deny sexual favors. (hiring decisions, shift schedules, salary increases etc.)
Example:
• Sexual favors demanded in exchange for promotion
• Terminating a subordinate because they ended a relationship
• Changing job performance expectations after subordinate refuses sexual advances.
2. Hostile Environment:
Where verbal or nonverbal behavior in the workplace Focuses on sexuality of a person, Is unwanted, Is severe or pervasive enough to affect the persons work environment.
Example:
• Off color jokes or teasing
• Comments about body parts or sex life
• Suggestive pictures or calendars or cartoons
• Suggestive e-mails or forwarded jokes and pictures.
• Leering or staring
• Repeated requests for dates after being told no
• Excessive attention in the form of love letters, telephone calls or gifts
• Touchingbrushing against, pats, hugs, shoulder rubs or pinches
• Assault or rape
The basis or foundation to sexual harassment is defined as being unwelcome, unwanted or unsolicited conduct that is imposed on a person who regards such conduct as offensive. That is sexual harassment. When a person communicates that the conduct is unwelcome then it becomes illegal to repeat it. This is true even if the conduct is disguised as innuendos or subtle inferences, it is unlawful.
Sexual harassment is not an expression of sexual desire. It is plainly an inappropriate use of power. Subtle infringements are the most common and the most difficult to detect and prove. Yet, they are equally damaging and just as illegal as an open forward sexual advance.
Sexual harassment that occurs during the corporate mating process is a form of indirect harassment. If an equally qualified person is passed over for promotion because the boss is sleeping with the person he promotes then that person has been illegally discriminated against due to indirect sexual harassment. This situation occurs quite frequently but is rarely reported. Unchecked sexual harassment can also have other subtle consequences. People witnessing the harassment may feel the same loss or damage. Harassment that is ignored or denied can cause overall morale to deteriorate. Productivity will suffer and expose the organization to potential litigation.
EEOC Guidelines
The Federal Equal Employment Opportunities Commission has issued guidelines on sexual harassment under Title VII of the 1964 Civil Rights Act. The guidelines, Section 1604.11 (29 cfr Article XIV, part 1604) are listed below.
Section A:
Harassment on the basis of sex is a violation of sc. 703 of Title VII. Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature constitutes sexual harassment(1) submission to such conduct is made either explicitly or implicitly a term or condition of an individuals employment, (2) submission too or rejection of such conduct by an individual is used as the basis for employment decisions affecting such individual, or (3) such conduct has the purpose or effect of unreasonably interfering with an individuals work performance or creating an intimidating, hostile, or offensive working environment.
Section B:
In determining whether alleged conduct constitutes sexual harassment, the Commission will look at the record as a whole and at the totality of circumstances, such as the nature of the sexual advances, and the context in which the alleged incidents occurred. The determination of the legality of a particular action will be made from the facts, on a case by case basis.
Section C:
Applying general Title VII principles, an employer, employment agency joint apprenticeship committee or labor organization (herein collectively referred to as employer) is responsible for its acts and those of its agents and supervisory personnel with respect to sexual harassment, regardless of whether the employer knew or should have known of their occurrence. The Commission will examine the circumstance of the particular employment relationship and the job functions performed by the individual in determining whether an individual acts in either a supervisory or agency capacity.
Section D:
With respect to conduct between fellow employees, an employer is responsible for acts of sexual harassment in the workplace where the employer, its agents or supervisory personnel know or should have known of the conduct, unless it can show that it took immediate and appropriate corrective action.
Section E:
An employer may also be responsible for the acts of non employees, with respect to sexual harassment of employees in the workplace, if the employer knows or should have known of the conduct and fails to take immediate and appropriate corrective action. In reviewing these cases, the Commission will consider the extent of the employers control and any other legal responsibility which the employer may have with respect to the conduct of such non employee.
Section F:
Prevention is the best tool for the elimination of sexual harassment. An employer should take all steps necessary to prevent sexual harassment from occurring, such as affirmatively raising the subject, expressing strong disapproval, developing appropriate sanctions, informing employees of their right to raise and how to raise the issue of harassment under Title VII and developing methods to sensitize all concerned.
Section G:
Other related practices, where employment opportunities or benefits are granted because of an individuals submission to the employers sexual advances or requests for sexual favors, the employer may be held liable for unlawful sex discrimination against other persons who were qualified for but denied that employment opportunity or benefit.
Handling Complaints
Handling complaints is not easy. Knowing what to say and what to do isn’t taught in Management 101. Sexual harassment isn’t your ordinary everyday problem. The first thing you must do is listen intently. Assure them that you are taking them seriously because it is a serious matter. Express no opinion, just listen and take notes. Do not be biased. Encourage them to give specific details. It is very important that you ask them specifically how they reacted, communicated the fact that this action was unacceptable.
The next step is to interview the alleged offender. He or she has the right to hear and respond to the accusations. Be sure to conduct the interview in the same, straightforward, unbiased manner you did when you talked to the person who filed the complaint. If no resolution or conclusion is made and the offender denies the behavior or has a variation of the story, you will need to go to the next step.
Inform your corporate attorney and seek his advice. With your attorney’s approval, initiate an investigation and be prepared to monitor the workplace to ensure that the harassment stops. It’s your responsibility to protect the person who filed the complaint. You may want to take steps to keep the two parties involved apart temporarily by reassigning one or the other until the matter is resolved.
As you conduct the investigation, be as discreet as possible; only interview individuals who may have relevant information. Enlist any organization resources that may help or support your investigation; review the appropriate records before you actually interview any employees about the incident. You may find valuable information to direct the investigation, or even bring the investigation to a conclusion. The final step in the investigative process is to interview anyone who may have information or insights on what took place.
If you conduct a thorough investigation and still don’t have enough facts to draw a conclusion, you may find it appropriate to try bringing the two parties together to determine what really happened. This option should only be arranged if both parties agree to meet. This type of meeting can be very delicate and should be approached with a great deal of thought and planning.
Once you have gathered and analyzed all the information and concluded that the incident did, in fact, occur, consult your organization’s policy, review the case with your legal council and take disciplinary action. Be prepared to fully explain the results of your investigation and the action that will be taken. Explain to the harasser that he or she has the right to appeal the decision to a higher level. Lead Wolf leaders recognize the devastating effect that corporate recreational mating can have on the performance of the business. More importantly, they recognize the devastating effect it can have.
Dr. Rick Johnson (rick@ceostrategist.com) is the founder of CEO Strategist LLC. an experienced based firm specializing in leadership for wholesale distribution. CEO Strategist LLC. works in an advisory capacity with company executives in board representation, executive coaching, team coaching and education and training to make the changes necessary to create or maintain competitive advantage. You can contact them by calling 352-750-0868, or visit http://www.ceostrategist.com for more information.
Rick received an MBA from Keller Graduate School in Chicago, Illinois and a Bachelor’s degree in Operations Management from Capital University, Columbus Ohio. Rick recently completed his dissertation on Strategic Leadership and received his Ph.D. He’s also a published book author with four titles to his credit: “The Toolkit for Improved Business Performance in Distribution,” the NWFA & NAFCD “Roadmap”, Lone Wolf-Lead WolfThe Evolution of Sales” and a fiction novel “Shattered Innocence.” Rick’s next book due in November is titled; Lone Wolf - LEad Wolf The Evolution of Leadership
Military Tattoo based on the Edinburgh Castle Esplanade at night
allows the lighting to show up the national dress of the visiting acts. Finishing with the lone Piper on the Castle.
The best walk for visitors on a short visit is to take in the views from the Castle Entrance and then walk down the Royal Mile to Holyrood Palace at the bottom. Nearly every entrance has some Historical background, indicated by the name plates.
On the first Sunday the Pipe Bands march along Princess Street and show how far around the world the Scots have settled.
The Opera is popular and attracts full houses, an opportunity to try out new Opera’s before taking them to London or New York.
Film Festival apart form a good mix of budget films, there are classes on different aspects of film making and raising funds.
Music, Plays and Comedy Acts are all Fringe shows that end up in every possible hall around the City, with Universities, School Halls, Pubs and Church Halls being used. Some are outside in the Parks or on the Pavements.
The main attraction at the Book Festival is to hear Authors speak or explain their ideas that led to writing their books.
© Eric Sutherland http://www.ghostwriter.dsl.pipex.com
Grew up in Edinburgh and had to go to speech classes to learn English as a foreign language. Left at 21 and moved to London for a couple of years and then got foot loose and started working around Western Europe. Followed by the USA, Canada and North Africa. Paris was my first location and resulted in endless visitors from friends sisters and relations, all expecting beds, tours and meals out. ! Luckly I worked there on expenses and got good deals at most places. Returned from Germany in 1982 to London and have been based here since.
If you are one of the many people in this world who are suffering from having a miserable life, it is your own fault. Allow me to explain and elaborate.
See…..once upon a time, you set standards for yourself in every aspect of your life. You were going to have a certain career, a nice home, a nice car, a nice man, and a nice life in general; but, having your nice career, your nice home, your nice car, and your nice man didn’t bring you the level of happiness that you thought you were going to experience once you reached your identifiable level of success. You were taking care of your man…buying everything, paying for all the dinners, his clothes, stroking his ego and so on and so forth, but he had no respect for you. You thought you really had him because after all, you had all the money and the material possessions, in which he utilized anytime at his own discretion.
You were upset with him because “he used you.” In all reality, “you allowed him to use you.” You get what you settle for in life. He was only doing what you allowed, settled for, and approved. You are an intelligent woman, so why is it so hard for you to find a love that respects and values you as a person? It is because, you have not yet set a high enough value of yourself with yourself. You need to love yourself first, which in turn opens you up to receive the love and respect that you so deserve.
There are reasons why each of us do the things that we do in life, but we have to go back to the roots of why we carry out such behaviors and face it, deal with it, and then leave it. There is not a reason in this life that anyone has to settle. There is always a way out! Set your standards reasonably high and do not get impatient when you feel you are being passed over. It is all in the big picture for you life. The things you are being passed over for are not yours anyway. Be patient and never settle. You are worth way more that you ever thought possible!
Copyright 2006 Monica M. Burns. All Rights Reserved.
About The Author
Monica M. Burns is a Writer, Expert Author, and Editor/Owner of
Monica M. Burns Inc. Publications & Designs, a Professional Online Agency providing Professional Writing Services and Electronic Publications. She is also the Editor/Owner of
Monica M. Burns, Inc. Online Magazine. She has authored several eBooklets and other reading information materials and is a featured Expert Author on many websites and in many Online Magazines. She has also contributed to several poetic anthologies and won awards for her accomplishments in poetry.
If you would like to publish any of this author’s articles electronically or in print to your websites, ebooks, newsletters, or ezines you MUST include the “About the Author” section.
To find out more about this author, please visit her websites at:
http://monicaburns.tripod.com
http://www.monicamburns.vstore.ca
You may also email her at monicaburnsinc@yahoo.com.
Color affects our lives
Colors evoke emotions
Color communicates
Having been an artist long before I ever touched a computer I knew instinctively the power different colors had on my emotions. It wasn’t until (over a decade ago) when I decided to combined art with technology that I found out how powerful using the proper colors for you marketing collateral can be.
Studies show that shapes and colors affect people in different ways. Use them properly in your company logos, ad copy, and website and you’ll beat the competition.
Before you pick a color to represent your company image consider what that color will communicate to your clients/customers. Below you will find a simplified version of what the meaning of different colors are and the emotions they invoke. With combinations in various shades and intensities you can capture the look and feel that will attract your perfect customer.
Something to keep in mind different cultures view colors very differently and you must take this into consideration before you make your decisions.
IE: The traditional color of a wedding in the US is white - in India white is worn for funerals.
Red
Red is a very emotionally intense color, it is considered a hot color. It enhances human metabolism, increases respiration rate, and raises blood pressure.
Hot colors project outward and attract attention. Red is very powerful. Use it as an accent color to stimulate people to make quick decisions; it is a perfect color for ‘Buy Now’ or ‘Click Here’ buttons on Internet banners and websites. Red is also commonly associated with energy, so use it when promoting high energy businesses, energy drinks, games, cars, items related to sports and high physical activity.
Yellow
Yellow expresses constant motion, life giving sun and activity. This color produces a warming effect, arouses cheerfulness, stimulates mental activity, and generates muscle energy. When overused, yellow may have a disturbing effect; it is known that babies cry more in yellow rooms.
Yellow is very effective for attracting attention, so use it to highlight the most important elements of your design. Men usually perceive yellow as a very immature, ‘childish’ color, so it is not recommended to use yellow when selling prestigious, expensive products to men. Yellow is an unstable and spontaneous color, so avoid using yellow if you want to suggest stability and safety.
Orange
Orange combines the energy of red and the happiness of yellow. It conveys friendliness is energetic and glowing. This color is associated with joy, sunshine, and the tropics. As a citrus color, orange is associated with healthy food and stimulates appetite.
Orange has very high visibility, so you can use it to catch attention and highlight the most important elements of your design. Orange is very effective for promoting food products and toys.
Green
Green suggests health and prosperity it is the color of nature. It symbolizes growth, harmony, freshness, fertility and luck. Dark green is also commonly associated with money. Green has great healing power. It is the most restful color for the human eye; it can improve vision.
Use green to indicate safety when advertising drugs and medical products. Green is directly related to nature, so you can use it to promote ‘natural’ products. Darker green is commonly associated with money, the financial world, banking, and Wall Street.
Blue
Blue is strongly associated with tranquility and calmness it is considered a cold color. The feelings generated by cold colors - blue, green and blue-green are opposite of those generated by hot colors (red - orange - yellow). It slows human metabolism and produces a calming effect. Dark blue also carries an undeniable message of authority. Police officers and court officers wear uniforms that include navy blue in order to command authority.
You can use blue to promote products and services related to cleanliness, dependability, and reliability. Blue is a masculine color; it is highly accepted among males. Dark blue is associated with depth, expertise, and stability; it is a preferred color for corporate America.
Purple
Purple is associated with royalty. It symbolizes power, nobility, luxury, and ambition. It conveys wealth and extravagance. Purple is associated with wisdom, dignity, independence, creativity, mystery, and magic. According to surveys, almost 75 percent of pre-adolescent children prefer purple to all other colors.
Purple is a very rare color in nature. Purple is a good color to use in feminine design, anything promoting magic or fantasy. You can use it in combination with gold to convey wealth and nobility. Use bright purple when promoting children’s products.
Creating that image you need to stand out from the crowd takes some planning - thought and a good designer! Don’t cut corners when it comes to your company image it can make the difference between being wildly successful or just another struggling company getting lost in the crowd.
Is your website an integral part of making money in your business? Then you need to “Create the image you need to attract the customers you want.” Pamela Jacob, owner of Artista Design, can help you do just that. She specializes in all types of visual mediums and has been in the new media industry for over a decade. To gain more valuable insights from Pamela Jacob visit: http://www.artistadesign.com
Sodium is the most important mineral that is lost in sweat during prolonged exercise. Marathon runners are particularly susceptible to hyponatremia, a deficiency of sodium. Other important electrolytes include magnesium, potassium and calcium. In addition to electrolytes, several key vitamins that are important for energy metabolism, including vitamin B3, B5, B6, B12 and folic acid.
Zinc and chromium are co-factors for the enzymes involved in energy production.
Vitamin C and zinc are antioxidants that help reduce oxidative stress that occurs after strenuous activity.
Recent studies have shown an increase in plasma homocysteine in athletes after strong physical activity. Vitamins B6, B12 and folic acid help reduce homocysteine levels.
Calcium, vitamin C and Aloe vera may also aid in recovery after strenuous physical activity.
Calcium
Calcium participates in muscle contraction and nerve transmission.
Calcium is a component of bone, and is particularly important for female athletes. [1, 2]
One study showed that one year of supplemental calcium intake prevents cortical but not trabecular bone loss in young adult female distance runners. [1]
Calcium levels rise and urinary excretion increases after intense exercise. [3, 4] This is due to a burst of osteoclastic (bone destruction) activity, which can be suppressed by calcium supplementation. [2]
Magnesium
Magnesium is central to muscle relaxation and nerve transmission. Magnesium also activates enzymes involved in energy metabolism.
A significant positive correlation was reported between plasma magnesium and aerobic capacity in male university athletes [5]
Plasma magnesium concentrations decrease during prolonged, intense exercise, which may reflect redistribution from plasma to the working muscle. [6]
Magnesium deficiency can result in a significant reduction in exercise performance. [7]
One study found that magnesium supplementation may benefit strength training. [8] Another demonstrated improved swimming, cycling, and running times in triathletes. [9]
Sodium
Excessive sweating during prolonged exercise can result in an electrolyte imbalance, including a deficiency of sodium (hyponatremia). It is common in marathon runners, cyclists, and hikers.
A recent New England Journal of Medicine (NEJM) study found that 13 percent of Boston marathon runners studied had a serious imbalance of fluid and electrolytes. [10]
Several studies have shown that sodium and other alkaline minerals may improve sports performance. [11-17]
Potassium
Potassium is needed for electrical activity of nerve and muscle cells. Potassium deficiency (hypokalemia) results in muscle weakness, muscle pain, cramping, and fatigue.
Zinc
Zinc is required by enzymes that for energy metabolism. Zinc is a component of carbonic anhydrase, an acid base balance enzyme, and lactate dehydrogenase, a critical muscle enzyme.
Zinc may reduce post-exercise free radical activity. [18]
Chromium
Chromium participates in carbohydrate and fat metabolism. It facilitates insulin action. Chromium may have an anabolic effect on body composition.
Preliminary research in animals suggests that chromium picolinate increases fat loss and lean muscle tissue gain when used with a weight-training program. [19] However, several recent studies have found little to no effect of chromium on body composition or strength.
Vitamin C (Ascorbic Acid)
Vitamin C may prevent the formation of exercise-induced free radicals. [20]
Vitamin C to decrease the susceptibility of low-density lipoprotein cholesterol (LDL-C) to oxidation during acute exercise [21, 22]
Vitamin C supplementation may exert a protective effect against eccentric exercise-induced muscle damage. [23]
Vitamin C may improve recovery after strenuous endurance exercise [24, 25]
B Vitamins
A restricted intake of vitamins B1, B2, B6 and C may lead to decreased endurance capacity within a few weeks. [26, 27]
Vitamins B6, B12 and folic acid are needed to reduce homocysteine levels. Several studies have shown an increase in plasma homocysteine in athletes after strong physical activity. [28-31]
Ten male field-track athletes were exercised using a fixed workload treadmill test. Tests showed a consistent low value in the total percentile of vitamins B1, B2, folate, and biotin. [32]
Supplementation with vitamin B1, B6 and B12 was been found to improve target shooting in marksmen in two different studies. [33]
Vitamin B3 (Niacinamide)
Vitamin B3 is a constituent of the coenzymes, nicotinamide adenine dinucleotide (NAD) and nicotinamide adenine dinucleotide phosphate (NADP), which are required for energy metabolism.
Vitamin B5 (Pantothenate)
Vitamin B5 is involved in the Kreb’s cycle of energy production and is essential in producing, transporting, and releasing energy from fats. Pantothenic acid also activates the adrenal glands. [34]
One study showed that a mixture of propionyl-L-carnitine (PLC), coenzyme Q10 (CoQ10), nicotinamide (NAM), riboflavin and pantothenic acid improved motor performance of skeletal, cardiac and smooth muscle in rats. [35]
Vitamin B6 (Pyridoxine)
The metabolically active coenzyme form pyridoxal 5′ phosphate (PLP) is required for protein and fat metabolism, and glycogen phosphorylase to release glucose from muscle glycogen (stored carbohydrates).
Vitamin B6 is needed to reduce homocysteine levels, which may become elevated after strenuous levels.
Vitamin B12 (Cobalamin)
Vitamin B12 is only available from meat, and is particularly needed by vegetarian athletes.
Vitamin B12 is needed to reduce homocysteine levels, which may become elevated after strenuous levels.
One study’s findings suggested that vitamin B12 metabolism may be altered in ultra-endurance runners. [36]
Folic Acid
Folic acid is needed to reduce homocysteine levels, which may become elevated after strenuous levels.
Aloe Vera leaf
Aloe vera contains acemannan, a potent immune stimulant. [37]
Aloe vera has been used for decades, both topically and internally, to enhance wound repair. [38]
* These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure, or prevent any disease.
References
1. Winters-Stone, K.M. and C.M. Snow, One year of oral calcium supplementation maintains cortical bone density in young adult female distance runners. Int J Sport Nutr Exerc Metab, 2004. 14(1): p. 7-17.
2. Guillemant, J., et al., Acute effects of an oral calcium load on markers of bone metabolism during endurance cycling exercise in male athletes. Calcif Tissue Int, 2004. 74(5): p. 407-14.
3. Dressendorfer, R.H., et al., Mineral metabolism in male cyclists during high-intensity endurance training. Int J Sport Nutr Exerc Metab, 2002. 12(1): p. 63-72.
4. Thorsen, K., et al., Effects of moderate endurance exercise on calcium, parathyroid hormone, and markers of bone metabolism in young women. Calcif Tissue Int, 1997. 60(1): p. 16-20.
5. Lukaski, H.C., et al., Maximal oxygen consumption as related to magnesium, copper, and zinc nutriture. Am J Clin Nutr, 1983. 37(3): p. 407-15.
6. Clarkson, P.M., Minerals: exercise performance and supplementation in athletes. J Sports Sci, 1991. 9 Spec No: p. 91-116.
7. McDonald, R. and C.L. Keen, Iron, zinc and magnesium nutrition and athletic performance. Sports Med, 1988. 5(3): p. 171-84.
8. Brilla, L.R. and T.F. Haley, Effect of magnesium supplementation on strength training in humans. J Am Coll Nutr, 1992. 11(3): p. 326-9.
9. Golf, S.W., S. Bender, and J. Gruttner, On the significance of magnesium in extreme physical stress. Cardiovasc Drugs Ther, 1998. 12 Suppl 2: p. 197-202.
10. Almond, C.S., et al., Hyponatremia among runners in the Boston Marathon. N Engl J Med, 2005. 352(15): p. 1550-6.
11. Linossier, M.T., et al., Effect of sodium citrate on performance and metabolism of human skeletal muscle during supramaximal cycling exercise. Eur J Appl Physiol Occup Physiol, 1997. 76(1): p. 48-54.
12. Potteiger, J.A., et al., Sodium citrate ingestion enhances 30 km cycling performance. Int J Sports Med, 1996. 17(1): p. 7-11.
13. Hausswirth, C., et al., Sodium citrate ingestion and muscle performance in acute hypobaric hypoxia. Eur J Appl Physiol Occup Physiol, 1995. 71(4): p. 362-8.
14. Cox, G. and D.G. Jenkins, The physiological and ventilatory responses to repeated 60 s sprints following sodium citrate ingestion. J Sports Sci, 1994. 12(5): p. 469-75.
15. McNaughton, L. and R. Cedaro, Sodium citrate ingestion and its effects on maximal anaerobic exercise of different durations. Eur J Appl Physiol Occup Physiol, 1992. 64(1): p. 36-41.
16. Tiryaki, G.R. and H.A. Atterbom, The effects of sodium bicarbonate and sodium citrate on 600 m running time of trained females. J Sports Med Phys Fitness, 1995. 35(3): p. 194-8.
17. McNaughton, L.R., Sodium citrate and anaerobic performance: implications of dosage. Eur J Appl Physiol Occup Physiol, 1990. 61(5-6): p. 392-7.
18. Singh, A., M.L. Failla, and P.A. Deuster, Exercise-induced changes in immune function: effects of zinc supplementation. J Appl Physiol, 1994. 76(6): p. 2298-303.
19. Lefavi, R.G., et al., Efficacy of chromium supplementation in athletes: emphasis on anabolism. Int J Sport Nutr, 1992. 2(2): p. 111-22.
20. Ashton, T., et al., Electron spin resonance spectroscopy, exercise, and oxidative stress: an ascorbic acid intervention study. J Appl Physiol, 1999. 87(6): p. 2032-6.
21. Sanchez-Quesada, J.L., et al., LDL from aerobically-trained subjects shows higher resistance to oxidative modification than LDL from sedentary subjects. Atherosclerosis, 1997. 132(2): p. 207-13.
22. Sanchez-Quesada, J.L., et al., Ascorbic acid inhibits the increase in low-density lipoprotein (LDL) susceptibility to oxidation and the proportion of electronegative LDL induced by intense aerobic exercise. Coron Artery Dis, 1998. 9(5): p. 249-55.
23. Jakeman, P. and S. Maxwell, Effect of antioxidant vitamin supplementation on muscle function after eccentric exercise. Eur J Appl Physiol Occup Physiol, 1993. 67(5): p. 426-30.
24. Peters, E.M., et al., Vitamin C supplementation reduces the incidence of postrace symptoms of upper-respiratory-tract infection in ultramarathon runners. Am J Clin Nutr, 1993. 57(2): p. 170-4.
25. Kaminski, M. and R. Boal, An effect of ascorbic acid on delayed-onset muscle soreness. Pain, 1992. 50(3): p. 317-21.
26. van der Beek, E.J., Vitamins and endurance training. Food for running or faddish claims? Sports Med, 1985. 2(3): p. 175-97.
27. van der Beek, E.J., et al., Thiamin, riboflavin and vitamin B6: impact of restricted intake on physical performance in man. J Am Coll Nutr, 1994. 13(6): p. 629-40.
28. Real, J.T., et al., Effects of marathon running on plasma total homocysteine concentrations. Nutr Metab Cardiovasc Dis, 2005. 15(2): p. 134-9.
29. Herrmann, M., et al., Comparison of the influence of volume-oriented training and high-intensity interval training on serum homocysteine and its cofactors in young, healthy swimmers. Clin Chem Lab Med, 2003. 41(11): p. 1525-31.
30. Herrmann, M., et al., Homocysteine increases during endurance exercise. Clin Chem Lab Med, 2003. 41(11): p. 1518-24.
31. Konig, D., et al., Influence of training volume and acute physical exercise on the homocysteine levels in endurance-trained men: interactions with plasma folate and vitamin B12. Ann Nutr Metab, 2003. 47(3-4): p. 114-8.
32. Anyanwu, E.C., J.E. Ehiri, and I. Kanu, Biochemical evaluation of antioxidant function after a controlled optimum physical exercise among adolescents. Int J Adolesc Med Health, 2005. 17(1): p. 57-66.
33. Bonke, D. and B. Nickel, Improvement of fine motoric movement control by elevated dosages of vitamin B1, B6, and B12 in target shooting. Int J Vitam Nutr Res Suppl, 1989. 30: p. 198-204.
34. Fidanza, A., Therapeutic action of pantothenic acid. Int J Vitam Nutr Res Suppl, 1983. 24: p. 53-67.
35. Vargiu, R., et al., Enhancement of muscular performance by a coformulation of propionyl-L-carnitine, coenzyme Q10, nicotinamide, riboflavin and pantothenic acid in the rat. Physiol Behav, 2002. 76(2): p. 257-63.
36. Singh, A., et al., Dietary intakes and biochemical profiles of nutritional status of ultramarathoners. Med Sci Sports Exerc, 1993. 25(3): p. 328-34.
37. Yagi, A. and S. Takeo, [Anti-inflammatory constituents, aloesin and aloemannan in Aloe species and effects of tanshinon VI in Salvia miltiorrhiza on heart]. Yakugaku Zasshi, 2003. 123(7): p. 517-32.
38. MacKay, D. and A.L. Miller, Nutritional support for wound healing. Altern Med Rev, 2003. 8(4): p. 359-77.
About the author
Dr. Steriti is a graduate of Southwest College of Naturopathic Medicine, an accredited naturopathic medical school that teaches both conventional diagnosis and alternative therapies, including clinical nutrition, botanical medicine and classical homeopathy. Dr. Steriti is a natural health researcher and writer, and is located in Naples, Florida.
Dr. Steriti’s web site is http://www.naturdoctor.com
Dr. Steriti offers natural health coaching and naturopathic consultations by phone. Call (239) 659-2684 today!
Lyte’N Go is available from Lifexpand.com
The only interview with Nicolas Darvas in the World
Hi Nic. It’s a pleasure to meet you in person. Thank you for agreeing to do this interview. Welcome and please do feel comfortable.
Nic: Thanks for having me and it’s always my pleasure to discuss stocks and the stock market.
Nic would you mind if we get right down to talking about the stock markets? I can’t wait to pick your brains on this subject. In fact, I’ve been waiting for many years to do this.
NIC: Sure..that’s what I am here for.
OK. After your amazing success in the late 1950’s and after publishing “How I Made $2 Million In The Stock Market” how did life change for you?
NIC: It was an amazing period in my life. I went from $25,000 which was everything I had at the time to a multi-millionaire in quite short length of time. But I was amazed at the publicity I stirred up in Time Magazine in 1959. I never knew there would be such a big interest in a solo stock trader. Then the success of my book was another major accomplishment in my life. It sold over 400,000 copies in the first year you know. Sure I was much richer than I dreamed I ever would be by 1960 but my life never changed. I carried on dancing and investing. I was able to buy more properties throughout the world with my financial success. For that I was grateful. As a person it never changed me one bit.
Glad to hear it Nic. I got that impression. You seem a very sincere down to earth guy. Do you think this attitude helped you succeed in the stock market?
NIC: Maybe it’s not for me to say. I never got too down about losses. It never bothered me if I was out of the market for months at a time. And because my system dictated when I got out of a winning stock I never got anxious or excited about hose winners. Looking back, I suppose it was quite remarkable how I could go from $25,000 to over $2 Million with such calmness. That’s me. After the massive success in the late 1950’s I took a portion of my profits out of the stock market and invested in property. I felt there would be no point of great success if I didn’t see something tangible for it. After that I felt like I was merely participating in a game. If I followed the rules I won money. When I broke them I lost. My challenge was following the rules.
So you admit to still making mistakes in the stock market?
NIC: Of course I do. It’s very hard not to try and cut corners even when it’s your own ultra money making method. Occasionally I get swayed. Break the rules. Lose money. But it isn’t very often theses days.
What’s the biggest question you always get asked when traders find out you are Nicolas Darvas?
That’s easy. Can I have your autograph and can you borrow me some money.
Ha,ha. Really?
Nic: No. Just kidding you. Hm.. the two most asked question I get? Let’s think. They would probably be…..
Mark Crisp, The Stress Free Momentum Stock Trader - www.stressfreetrading.com - (To read the rest of this interview with Nicolas Darvas please email me at: stressfreetrader@tiscali.couk)
Hampton Court Palace lies to the south west of London, on the edge of the River Thames, bounded by park & astonishing private grounds. Hampton Court Palace, King Henry 8s fabulous waterside estate is located in well over six hundred acres of park and gardens.
Calling to mind the tone of well over four-hundred and fifty years of tradition, costumed performers can be located all through Henry 8’s & King William 3rds to die for personal apartments. The pictures, sounds and pong of the spectacular Tudor kitchens where feasts were setup for Henry?s dinning room of well over five-hundred individuals can also be viewed.
Hampton Court Palace has been split into 6 unique routes or tours. The Maze at Hampton Court Palace that is to be found on the Thames to the west of London is maybe the most famed hedge maze on this earth.
Hampton Court palace has a disgusting history & is reputedly populated by several ghosts, including 2 of Henry 8’s deceased wives and a nursemaid to his children. Hampton Court Palace keepers and hostesses will be close by to aid guests to their elected state dwelling for a cava and canap?s reception. Costumed personnel will announce supper and guests will be asked to go to their selected seats for an amazing 2 course dinner with the best fine red and white wines. Hampton Court London can be purchased via Enjoy England, The official website for tourism in England.
Hampton Court Palace has over 60 acres of formal gardens on-top-of the four-hundred acres of royal woodland. The palace grounds go back to the sixteenth Century, when the earliest Privy Garden was fitted between fifteen thirty and fifteen-thirty eight for King Henry the eighth.
The human body requires the intake of six types of substances for survival: Fats, carbohydrates, proteins, water, vitamins, and minerals. Certain fatty acids are essential to our health and fats and oils are important components of our food and their preparation. Fat is responsible for much of the texture, appearance, and taste of our baked goods. Since fat is both required for human health and an important part of our diets, we should include fat in our emergency preparedness plans–some combination of butter, margarine, vegetable oil, olive oil, and shortening. (Oils are liquid at room temperature; fats are solid.) Though we need to store these foods to maintain our lifestyles and our health, they represent a particular food storage challenge. As oils and fats age, they oxidize. Oxidation is the process that turns fats rancid. Rancid foods not only taste bad, they are unhealthy. As fats and oils breakdown, they become toxic. These oxidized oils promote arterial damage, cancer, inflammation, degenerative diseases, and premature aging. So it is important that we store fats properly, use all fatty foods well before they become rancid, and discard those foods that have been stored too long.
So what is the proper way to store fats and oils? Three conditions accelerate the oxidation of fats: the exposure to heat, to oxygen, and to light. Fats should be stored in cool or cold conditions–never in a warm pantry–in the dark, and sealed so that they are not exposed to air. We store our vegetable oil, olive oil, and shortening in a dark, fifty-degree room. Once opened, we store our vegetable and olive oils in the refrigerator.
How long can we safely store fats and oils? That, of course, depends on the storage conditions. At seventy degrees, shortening can be kept for eight months. Butter does not last long at all in the refrigerator–only two weeks–but can be stored for up to nine months in the freezer (not the freezing compartment of a refrigerator which is usually not as cold). Margarine can also be frozen though some margarine tends to be flaky once thawed. While I do not have a government source for the shelf life of vegetable oils, I would not store oils for over eight to ten months. My recommendation is to store butter in the freezer for up to nine months and store oils and shortening for eight months at seventy degrees–slightly longer at cooler temperatures. Maybe more so than any other food group, fatty foods must be carefully and conscientiously rotated to maintain adequate and healthy stocks. Use what you store and store what you use.
Not just oils and fats have to be carefully stored. Any food with a significant fat content such as nuts, cookies, or whole wheat flour is subject to rancidity. Nuts should be stored in a cool, dark environment and always checked for rancidity before they are used. Ideally, nuts should be stored in metal or metalized containers–plastic bags are permeable to air and slowly allow oxygen to seep into the package and accelerate oxidation. We keep our nuts in the freezer–even unopened bags. Freshly ground whole wheat should be kept in the refrigerator and used within two weeks. (The commercial milling process removes most of the fat from wheat. Most white flour is nearly fat free. Any whole wheat flour with a fat content higher than two percent should not be stored.) Any food that has any rancid odor should be discarded.
So what fats should we store? Flaxseed oil and safflower oil oxidize very rapidly and are not good candidates for storage. Most commonly purchased vegetable oils are extracted with heat, pressure, and chemical additives, which may accelerate oxidation. Cold pressed oils are better though more expensive. I know of no government source for the shelf life of cold pressed oils. Check any oil carefully for rancidity before using.
The modern diet is high in the consumption of Omega-6 essential fatty acids and low in Omega-3 fatty acids. Flesh from grain and corn fed animals and most vegetable oils are high in Omega-6. The National Institutes of Health urges nearly all people to reduce the consumption of the Omega-6 fatty acids and increase the consumption of Omega-3 believing that this is critical to achieving optimal brain and cardiovascular functions. Of the commonly used oils, canola oil and soybean oil contain Omega-3 fatty acids. Avocados and nutmeats, especially walnuts, are high in Omega-3.
Andrew Weil in his excellent book, Eating Well for Optimum Health, promotes olive oil as a healthy substitute for vegetable oils. It has the highest percentage (77%) of monounsaturated fats of any of the oils but is low in Omega-3. There are many different varieties of olive oil available, each with a little different flavor. Choose what you like but watch it carefully for rancidity. Stored in the refrigerator or a cool basement, olive oil may turn cloudy–but the quality is unaffected.
Nutritionists advise us to reduce our intake of hydrogenated fats-margarine and shortening. Margarine is not a healthy substitute for butter. Hydrogenated means that hydrogen atoms have been added to stabilize the oil and turn it from a liquid at room temperature to a solid. A saturated fat is a fat that has been saturated with hydrogen atoms, is stable and less prone to oxidation but the molecular composition of saturated fats is believed to raise serum cholesterol levels.
Store oils and fats–they are essential to a well-prepared household and some fat is necessary to maintain health. However, choose the right fats and oils, store them properly, rotate religiously, and discard any that happen to get old.
Get the prinatble version of Storing Fats and Oils
For more articles like this visit The Baker’s Library.
© January 15, 2003, The Prepared Pantry
7 simple steps to help you resolve complaints and delight your customers. Discover how to “Dazzle Right”.
I recently visited a local shop that sells computer equipment.
For a few minutes I was left sitting at a desk whilst the assistant went off to process some paperwork. And, whilst I was sat there, I was able to listen in on a very heated conversation that was going on just a few feet away.
A couple had bought a printer and experienced a whole succession of problems. They had made many visits to the shop and were now quite desperate and angry. They simply wanted to return the printer and get their money back.
The assistant who was trying to help really didn’t have the first idea about how to handle this confrontation. Not knowing what to do he simply smiled.
“Don’t just stand there with that stupid smile on your face!” yelled the customer. “Do something!”
What a shame that a customer can get into this state. And all because the assistant wasn’t trained or prepared to handle the complaint.
Extensive research into customer complaints has been done by TARP (Technical Assistance Research Programs Inc), now known as e-satisfy.com . They found that:
1. Only 1-5% of customers will escalate their complaint to a local manager or head office. This means that in most cases the business owners or managers don’t even get to know that there has been a complaint.
2. Twice as many people are told about a bad experience than they are about a good experience. This means that unhappy customers are turning into terrorists and doing huge damage to your business.
3. For major problems, 91% of customers won’t complain at all. They just walk away. What an awful way to lose a customer!
But customers who complain can become more loyal than if they had no complaint at all - provided that the complaint is handled quickly and resolved to their satisfaction. Marriott researched customer intentions following a visit to one of their hotels. They found that:-
* For customers who no problems during their stay, 89% said that they intended to use Marriott again.
* For customers who had experienced a problem that had not been corrected to their satisfaction, only 69% would use Marriott again.
* But for customers who had experienced a problem and the problem had been resolved before they left the hotel, a staggering 94% said that they would use Marriott again!
Customer complaints are a great opportunity for us to delight our customers, improve our business and gain customer loyalty. So how do you do it?
I’ve recently been working with a small business close to where I live. It’s a great little business. Super people, working very hard and really trying hard for their customers. However, every once in a while they get a customer complaint. And, when they do, I see some interesting things start to happen.
Firstly, they are hurt. Because they are working very hard and really trying hard for their customers they feel hurt. Criticism is always difficult to accept no matter how positive you try to be. And the harder that you are working to please the customer, the deeper the criticism cuts.
Secondly, they try to prove that the customer is wrong. Probably every business in the world goes through this same sort of problem. And it would be easy to say that the customer is wrong, that the customer didn’t understand, or that the customer didn’t do what we told him or her.
So this is how I’ve helped the people in this business to approach these situations:-
1. Wear the customer’s shoes. Very few customers are going to complain unless they’ve got a real problem. So when a customer does take the time and trouble to let you know that you’ve got a problem don’t reject them.
Get behind the problem. Look at the problem from their point of view. How did this arise? What were they expecting? How did the reality match up to their expectations? Whatever they perceive, is their reality.
2. The best feedback we can get comes in the form of complaints. It would be nice if every single customer told us what a great job we were doing but it wouldn’t help us to improve our service. Complaints tell us how we could do it better.
This business has also introduced a suggestion scheme. There is nothing to stop a member of the Team using a customer complaint to come up with a great idea and putting it in the suggestion scheme. And they get rewarded for the suggestion!
3. If one person says it, then there may be ten others who are also suffering but don’t like to complain. So when resolving one customer’s problem, look to see if there are other customers who might also be affected. If you can solve things for them before they complain you earn huge loyalty.
4. Managing perceptions is all about letting the customers know what to expect.
So many businesses over promise and under deliver. No one wants to be let down. They would rather have a more realistic proposition in the first place. So be honest with your customer.
Keep your customer informed. If there’s going to be a problem then tell the customer but think it through and finish on a good note. For example: “I’m sorry but there’s going to be a delay with your delivery. But I have spoken to the driver and he will be with you in 15 minutes.”
5. Sometimes the people in this business will say things like, “But I told the customer that this was going to happen”, or “We did write and explain all this before”.
What this tells me is that despite some good efforts, they’re still not communicating properly with their customers. Many people feel that communication is all about sending out messages - writing a letter, sending an email, leaving a message on the ansaphone. But this is not communication!
Communication only happens when the same message that is sent, is received and correctly understood. If customers do not understand the communication then the communication needs to be improved. And there are lots of ways of doing this.
Make sure that the communication is both received and understood. Emphasise what’s important and what is just for information. Use simple language. Don’t try to communicate too much at one time. Ask your customer questions to make certain that they understand. Use reminders for important dates. Use combinations of telephone, letter and email.
If the customer doesn’t understand your communication, it can only be your fault.
6. Listen and act appropriately. Often a customer simply wants to make their problem known. They’re not looking for compensation. They just want to make you aware.
Always listen. Let the customer know that you’re listening. Ask questions and make some notes. Take it seriously - this is not a good time to smile or laugh! Try to find out what the customer would like done. Often a simple apology is enough. Sometimes, more action is needed.
Having a complaints system is a great way of demonstrating to customers that their complaints are important. A special form is really helpful to everyone.
Thank them for taking the trouble to let you know. Let them know what you intend to do. And follow through on your promise. Try to report back to the customer even if it’s not absolutely necessary. A customer will really appreciate the fact that you have done something and taken the trouble to keep them informed.
7. Dazzle and delight your customer. Use this as an opportunity to really make a really lasting impression.
Knowing that resolving complaints can increase loyalty helped this business to create a little system. It’s called “Dazzle Right”. What it says is:
* Every Team member is responsible for dazzling and delighting our customers.
* Every Team member has the authority to take any action that they consider appropriate. The cost of any such action will be reimbursed by the company (receipts should be obtained whenever possible).
Do the people on your Team have the authority to resolve a customer’s complaint? Or do they resort to a stupid smile?
Derek Williams is creator of The WOW! Awards and Chief Executive for the Society of Consumer Affairs Professionals in Europe.
For more information about Derek Williams visit http://www.MrWow.co.uk.
For The WOW! Awards (including access to a FREE customer service newsletter) visit http://www.TheWowAwards.com
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