Archive for December, 2009

Handling Holiday Returns

Tuesday, December 22nd, 2009

Retunrs
A consumer is a shopper who is sore about something. ~Harold Coffin

It’s inevitable – either someone gave you something that you don’t care for, or you got someone something they didn’t care for. If your company is in the business of selling anything, products or services, returns will come into play. Here’s a few short tips:

• By now, you should have some sort of return policy in place. Review it, revise it and post it prominently at your point of sale.

• If there are any exceptions to the policy, make sure your managers are aware of what they are and how to deploy them. Make sure it includes return expiration dates.

• Work out in advance what to do when a return is worn, damaged, expired or otherwise unusable.

• Online businesses should post their return issue at the point of sale, alert all call center operators etc.

What about YOU? How will you address holiday returns?

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How to Handle YOUR Image Problem

Tuesday, December 22nd, 2009

Blemish
When you realize you’ve made a mistake, make amends immediately. It’s easier to eat crow while it’s still warm. ~Dan Heist

If you, or someone in your company has made private or public decisions that could negatively impact customers’ opinions of your company, you’ve got an image problem. People like Steve Jobs of Apple, John Schnatter of Papa John’s Pizza and other public faces of their companies are acutely aware that their behavior affects their bottom line. If you depend on a sports or entertainment figure’s endorsements to enhance your brand, understand that their failings could be your failings too.

Make no mistake – No matter how it happened or who it happened to, it’s YOUR image problem; you WILL become accountable in one way or another. Here are some thoughts on minimizing the problem:

• Move swiftly. These sorts of things don’t go away on their own. Even acknowledging the issues before you actually address it reassures the public, your customers and shareholders that steps are being made behind the scenes.
• Bring in an outside consultant who can objectively help gauge the corporate climate, make appropriate recommendations and can, going forward, gently guide the company to ensure an atmosphere for success.
• Make a public announcement, (through your PR firm, attorney, or corporate representative) to address the issue. Use humor only if appropriate, gain trust through your honesty and clarity; and when/where appropriate, state your position and make your points as briefly as possible.
• Move on. Once you’ve made public and private adjustments and acknowledgements, do not dwell on the past. Refer forensic reporters to your announcements, statements and position papers and move on.

So, have you considered how YOU would handle your company’s image problem?
To book Petey for consulting services, click here.

Five Good Things about the Recession

Tuesday, December 22nd, 2009

Recession
As we close 2009, there’s still a lot to be concerned about. But there’s a lot to be hopeful for as well. Here are a few good things about the recession (yes, there are a few) to consider:

1. New small businesses. Economic downturns are the forest fires of small business startups. Although the number of patent filings fell 2.3% in 2009, rest assured that the next CNN, MTV or Microsoft (all founded during financial downturns) is being thought of as we speak. There are wunderkinds finding answers to questions that aren’t even thought of yet!

2. Better money management. When there are fewer pennies to pinch, it’s much easier to watch them. And once a person has gone thru a recession or two, money consciousness is usually elevated to an art form. This is a time to put our dollars to their highest use. Stores like Old Navy and Target offer chic styles at reasonable prices. Use creative ways to raise cash, like garage sales, Craigslist, and bartering. Managing our money now means we’ll be ahead of the game when things eventually pick up.

3. More emphasis on health and fitness. First Lady Michelle Obama has led the charge for American healthy eating by planting an organic garden in the White House. Learning to grow your own meals may not exactly be your thing. Take advantage of local farmers markets and co-ops. You’re supporting the local economy and getting healthier food. Cooking at home may take a little longer, but you’re assured of knowing exactly what’s in your family’s meals. A healthier body means a healthier person.

4. An opportunity to reinvent your life. Saying that losing a job is tough is like saying the country is experiencing a few economic hiccups. For those unlucky enough to become unemployed in 2009 – and there are 15 million people in that number to date – they also lost daily routines, 40-hr week social networks, and, in extreme, their identities. But it also gives them the opportunity to reevaluate who they are and what they really want to do in their lives. Sometimes it takes a shakeup to wake us up to what makes us come alive.

5. Focus on what’s really important. You are not your current situation. You are worth more than a paycheck. Jobs are important, to be clear; but your true friends, your family, your health are priceless intangibles that shouldn’t be taken for granted.
What about you? What silver linings have you found in these cloudy, tough times? Thoughts?

To order a copy of Petey’s Body Language and Soulful Thoughts, click here

Three Quick Ways to De-Stress Your Holiday Season

Tuesday, December 22nd, 2009

Smile
The mark of a successful man is one that has spent an entire day on the bank of a river without feeling guilty about it. ~Author Unknown

Is everything as urgent as your stress would imply? ~Carrie Latet

Jim and I just returned from African safari. A trip of a lifetime. My cell phone was stolen, one of our airline reservations was cancelled without notice and, my beloved mother and a dear friend passed away while I was gone. But you know what I learned? Thousands of miles away, in places where animals outnumber people, I learned that a brilliant sunset is more memorable than a Broadway play. I learned that being connected in person is more important than being connected online. I learned that live goes on…and what we make of it is up to us. Choose to live life with abundance.

Tis’ the season when we give lip service to rest and reflection, but in reality give in to stress and frustration. Let’s do things differently. Here’s three quick ways to de-stress your holiday season (and a couple of extras):

1. Learn the value of personal giving. Gift cards are useful and convenient; just don’t forget to give yourself along with them. Write a short, heartfelt note on a real card and tuck it in your present. Be a “secret Santa” to strangers: Buy the cup of coffee for the person in line behind you. And don’t forget HUGS!

2. Smile. They’re contagious! Sometimes the harried shopper circling the parking lot just needs a “facelift.” Try smiling at people – watch their involuntary ROI!

3. S…L…O…W down! Group your shopping trips by location. Spend as little time in your car as possible. Set a realistic budget and stick to it; when the money’s gone, the shopping’s done. Those of you who know me KNOW that I need to remind myself of this one!!!

4. Confine your “naughty & nice” list to people who love you for YOU…not for what you buy them. Don’t put a price tag on it – homemade cookies (lovin’ from the oven) could mean far more than a pricey, dysfunctional gift.

5. A long, hot bath covers a multitude of frazzle….

So…what do YOU do to relieve stress?

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These Heels are Made for…Giving

Saturday, December 19th, 2009

Heals
A hug is a great gift – one size fits all, and it’s easy to exchange. ~Author Unknown

You can give without loving, but you can never love without giving. ~Author Unknown

Our family has a long-standing tradition of giving to more than just our tribe. So, my grandsons and I went on a holiday shopping trip for gifts for underprivileged children. We returned with 50 huggable snowmen and 50 squeeze sports balls to the Central Dallas Ministry for their Christmas party. Here’s a photo of me, along with the dedicated staff members who keep the food bank running smoothly during these tough times.

Petey heels giving 2

Did you know that women and children make up 54% of the homeless population in Dallas? One-fourth of homeless Americans are children in homeless families. Children living in poverty are especially vulnerable to developmental delays, health risks, emotional trauma, and hunger.

As you finalize your holiday shopping this year, remember people outside your tribe. Walk your heels (and yes, your loafers too) to a store for some inexpensive but useful gifts. Your thoughtfulness could put a BIG smile on the face of a happy child.
Bless you,Petey

To order a copy of Petey’s Body Language and Soulful Thoughts, click here