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Your Name, Your Brand

By Diego Nascimento
In the article for today I want to suggest an exercise:  What’s the first thing that comes to other people’s mind when your name is mentioned?  Could it be that they think of you as the ultimate PROFESSIONAL, ready to give and add to the team effort, or is your name a reflection of grumpiness and unwillingness to work together?  You know that in the CORPORATE WORLD these characteristics are observed critically and can define your future in the company  or even open up other OPPORTUNITIES.  Your name is your BRAND and it deserves total PASSION.   Your brand is revealed through ATTITUDES, through EXAMPLE.  Even if your name is not an entry in an encyclopedia or magazine, you need to understand that in your sphere of relationships someone is watching you.  How about influencing people positively?  In your workplace do you make a DIFFERENCE or are you just “another guy” in your department?  To make a mark in your professional journey, it isn’t just that you dream up the next big project or that you revolutionize the sales strategy; being punctual, supportive and using common sense are also some of the ingredients.  In one of his articles, the businessman Abílio Diniz says, “Today I want to be better than I was yesterday, and tomorrow I want to be better than I am today.”  Invest in your career and make a difference.

Think about it:  Corporate World.  Brand.  Example.


Communicating and Sowing

By Diego Nascimento

Last month we were surprised by the “Supermoon” phenomenon.   According to the star gazers, as seen from the Earth the star grew in its size and luminosity.  The result was that it came closer to our planet, which occurs every 18 years.  Now, analyzing this example through a professional lens:  As time has passed have you invested in your career, which has allowed you to have an EXPANSION of opportunities and a greater luminosity of the POSITIVE characteristics produced in your daily life?  Don’t act superior, but act as a CATALYST, capable of infusing your environment with MOTIVATION and INTEGRITY.  If you see a way to do things more effectively on your team, communicate that.  If the place where you work needs innovation, plant the ideas of change, having as a basis a managerial dialogue, respecting the chain of command at your workplace.  In the song, Good Earth, composed by the team of Alma and Lua, there is a verse that says:  “I want to be good earth for the seeds to germinate, give good fruit and take the good news….in the paths that I have to walk through, I will leave a trace of light.”   Have you been a sower or harvester of the opportunities in your work environment?  Think on this.

Think about it:   Catalyst.  Growth.  Communicate. Sow.


Customer service and quality

By Diego Nascimento

Some years ago my family bought a cordless phone to replace an old device in our living room.  On the first day, there were complaints about the PERFORMANCE of the equipment, and it was necessary to return the device within the same week.  Although this is considered a normal event in the world of electronics, my family was left with a bad IMPRESSION about the EFFECTIVENESS of the equipment.  In the Houaiss Dictionary, one meaning of the word QUALITY is translated as “superior characteristic or distinctive positive attribute that makes someone or something stand out from others; virtue.”  The most interesting thing is that this is not a trait reserved for products. CUSTOMERS are watching you all the time, wherever you are working.  Your conduct in the organizational environment is capable of transmitting TRUST or DOUBT in a person who seeks it; for example, taking a phone message with accurate and complete information.  Let QUALITY be a mandatory characteristic in yourPROFESSIONAL LIFE.  Create OPPORTUNITIES!


Taking care of customers

By Diego Nascimento

I have had the opportunity to talk to many people who complain about the lack of customer service when it comes to some businesses.  What is most interesting is that they did not complain about the quality or availability of the products; these testimonies reflected SERVICE failures.  This is a perfect illustration: “Once a man needed to acquire a part for his vehicle.  Some friends recommended  an auto store in town.  When the man went to the store,  he waited a long time for a salesman to come and help him with his purchase, but the salesman never came.  After many minutes of waiting, he gave up and went away frustrated.”  Who makes the sale in this case?  The competition!

And you?  What are you doing in your company?  According to Professor Fabiano Bianchi Silva in the book Managing People, “Attitudes are mirrors of your thoughts – positive or negative – in relation to objects, people or events.  They reflect how an individual feels about something.  When I say ‘I like my job,’ I am expressing my attitude about my work.”

Customers are the most important target of your daily work.  A reduction in customers can contribute to the extinction of your JOB.  Sales are a result of teamwork and excellent communication, fast and complete!  Think about it!

Consider:  Attendance.  Attention.  Customers.  Employment.


Change

By Diego Nascimento
It is a tradition on New Year’s Eve for many people to make a list of resolutions for the next 365 days.  Some goals are faithfully carried out, and others are postponed for a better time. Today’s article is about an individual campaign, for which I would suggest the theme of CHANGE. Yes, it’s exactly what you’re thinking! CHANGES are part of professional development. Change your mood: set anger aside and let your customers and your coworkers enjoy your smile and friendliness.  Change your statements: let go of complaints and offer solutions. Change your vision: identify opportunities rather than defects. Change your script: invest in creativity and maintain focus with colleagues in your company. I once heard a saying: “Success is more attitude than aptitude.” Analyze what can be changed in your daily work and, at the same time, provide good results for your team and company. Change!

Best practices in customer service – I

By Diego Nascimento

Once I needed some information to complete the purchase of an electronic product.  The saleswoman complied with all the rules of good customer service, or rather, almost complied.  What was missing? In answering my last question about the guarantees of the equipment, she replied, “I think…”  This simple expression is able to delay and even compromise SALES OPPORTUNITIES.  When salesmen express, even indirectly, “I think…” they can demonstrate to the customer inconsistent information about the product and/or services of the company they work for.  No one is better able to present and defend an idea as the person responsible for customer service.  From now on try to analyze how you come across.  Replace “I think…” with “One moment, please… I will confirm this information,” or some other phrase that does not give a sense of doubt or insecurity.  The small details make a difference.Invest in your communication!

Consider:  Opportunities.  Consistency.  Ideas.


The tone of voice and the professional life

By Diego Nascimento

The voice is an essential tool when the subject is ASSISTANCE (either personally or over the phone).   As I have observed various businesses in Brazil and in other lands, I have seen how much the TONE OF VOICE can contribute to the client making a decision about buying a product and/or hiring services.  The volume of the voice can be MEASURED in accordance with the place of work, particularly involving phone conversations.  The sound that comes from the vocal cords can be a POSITIVE POINT for your business or it can create barriers with the public.  Want an example? Imagine you are in a store, talking with a potential client.  You pause, your tone of voice encouraging his or her understanding, but at the same time allowing for a DISCRETE dialogue.  I confess that I am not a great admirer of yelling or “drawling”, no matter where I encounter this when seeking assistance.  Professor Reinaldo Polito, in one of his articles, offers a tip about how to conclude a DIALOGUE with a “golden key”:  “At the conclusion of presenting your information, when you pause, continue to look at the other person.  When finishing your thought, pronounce the words with an inflection that is appropriate, signaling that you have completed giving him or her the information.”

Offer exemplary assistance:  information given in a tone of voice that conveys credibility.

Think about it:  Assistance.  Tone of voice.  Discrete.  Dialogue.


Employees who complain

By Diego Nascimento

Have you ever met a coworker who spends more time complaining about the company instead of CONTRIBUITING to the goals of the team? Usually this kind of ATTITUDE can discourage other coworkers and creates a mistaken IDEAabout the corporate image. In many cases, the complaint expressed  by the employee is not always reality.  One of the characteristics of entrepreneurs is they identify opportunities and stay away from the “whining team.”  Professor Reinaldo Polito, in one of his articles, cites a conclusion after a conversation between professionals from different sectors.  He says, “Almost always the qualified professionals are hired for their development potential, but they are fired for their behavior.  Factors such as punctuality, respect and commitment determine whether professionals remain in a company or are fired, whether they become stagnant or are promoted.” Be optimistic! Try to visualize solutions to the daily business challenges.   And you?  Which team are you on? Think about it!