Moms Network

The last time there was a power outage, you were caught unprepared. It wasn’t the worst thing in the world, but it was annoying. You did manage to find a lighter, and there were a few candles laying around. This time around, you want to be prepared. It’s only a matter of time before the next power failure occurs. Besides, emergencies aren’t things you can predict other than, at some point, there will be one. Here’s what to stock up on during the calm before the storm.

Write a Plan of Action

The first thing to do is write down all of the emergencies you think are most likely where you live. If you live out in the country in the mid-west, for example, you’re likely to experience ice and snowstorms. If you live in a big city, that might not be as much of a concern, even if it happens every year.

The difference is the availability of services when the emergency strikes. If you’re out in the boonies, you’re on your own. If you live in a big city, you’ll have bulldozing services to help you out. Knowing what you’re potentially up against will help you make a better plan for supplies.

Buy or Prepare Non-Perishable Foods

You’ll need non-perishable foods during an emergency. You don’t know how long the emergency will last, so keep at least a week’s worth of food on hand for everyone in your house. If you want to be conservative, keep a month’s worth of food on hand. Don’t forget about water either. Water is more important than food.

Download Emergency Videos

An emergency isn’t the time to try to remember first-aide procedures or tactical tricks that could keep you alive. If you have to build a fire out in your back yard, you’ll want instructions on how to do that. But, the electricity will likely be out, so you’ll need some sort of instructions handy. You could print them out and store them in a safe place, but a better idea might be to download videos of other people doing them.

It’s not hard to convert YouTube videos and save them on an “emergency tablet.” Keep that tablet or mobile device charged and in an easy-to-find location at all times. Review all videos you download and then actually practice them a few times to make sure that the technique or strategy actually works. That way, you’ll have a guide when a real emergency hits. Make sure you respect IP with video downloads.

Have Backup Heating and Cooking Options

You won’t have services like gas, or heat, so you’ll need backup services. A camping stove is ideal. Also, don’t forget to have a way to prepare water. Emergency supplies like the Life Straw, or water bottles capable of filtering non-potable water, are good to have on hand.

Invest In Emergency Lights

Buy candles. Have them handy for use at a moment’s notice. Also, invest in emergency lights that will light immediately when the power goes out.

Have a Battery-Less Radio and Flashlight

Have a backup for your backup just in case. A Faraday flashlight is the best option. Also, get yourself a crank radio that doesn’t rely on batteries.

Ivonne Strauss has lived in stormy areas all her life. She blogs about ways to stay safe and prepared for the possibilities of storms and other natural disasters.

Get a Job at Home

The Work at Home Directory was established and launched online in 1998. They were one of the first internet guides helping people find legitimate online home jobs.

Finding legitimate work at home jobs is very difficult to say the least. It’s hard to tell what’s a scam and what’s real. They have thoroughly researched the best and most legitimate internet income sources online.

So they’ve decided to create a directory with various work at home opportunities, jobs, companies, websites, and more.

Are you yearning for a line of work that you’re the boss? You can provide more time to your family and enjoy each day without uncertainties.  Craft Assembly, Data Entry, or Online Surveys.  Big-name companies are looking for people like YOU to work from home! All you need is a computer and Internet connection.

They  have it all, your earning potential is unlimited!   Go check this link for your financial freedom: Work at Home Jobs Directory

Irate Business Customer

Facing off with a screaming, unreasonable, irrational customer represents the ultimate test of any employee’s service skills.  It can take you to your breaking point if you’re not careful.  Staying grounded and above the fray requires you to find inner strength, and persevere beyond the initial difficulties.

Dealing with irate customers is one of the most pressure-packed experiences you will ever encounter on any job.  During every confrontation it is important to remember:

• Every customer is a different person with a unique set of circumstances and personality traits.
• Irate customer encounters can emerge out of nowhere—the key is to be ready.
• You represent an opportunity to set things right.
• Compassion is essential.
• Despite your best efforts, sometimes there is nothing that can save a situation.

Ditch the “I’m Sorry” Script.  Sorry, just doesn’t cut it sometimes.  Saying “”I’m Sorry” is so overused it sounds insincere.  Be specific by saying “I apologize for this issue…”  Make sure your apology directly makes reference to the actual issue, and ALWAYS try to use the customer’s name when addressing them.  It adds a personal connection to them.

Get on the customer’s side of the counter.  Visualize for a moment an upset customer walking in your door and approaching you.  The first thing an angry customer does is attack you.  It’s very important to remember that you are not personally being attacked but are listening to someone who is in an attacking mode.

Partner with your customer.  Let the customer know that your job is to go to bat for them.  This tells them that you are their emissary and you want to resolve it together.

The 4 C’s of Handling Irate Customers and Difficult Situations

It’s all about:

• Compassion – Listen carefully and react to their words, not just their behavior.  Examine the facts.
• Calm – Remain calm and don’t lose your cool.
• Confidence – Handle the situation knowing you are following company guidelines—and serve the customer.
• Competence – Save the customer with your competent handling of the situation so he or she continues to be a customer.

Regardless of how a problem is solved, getting it done now is the best way to stop the venting and to bring an irate customer around.  You need to show your customer than, as an employee and as the face of your organization you are invested in solving the problem.

6 Steps to Handle Irate Customers

1. Listen carefully and with interest. Put yourself in your customer’s place
2. Ask questions and actively listen to the answers
3. Suggest alternatives that address their concerns
4. Apologize without laying blame
5. Solve the problem quickly and efficiently.

Remember, it costs at least five times as much to gain a new customer than keep an existing one and with social media it’s even more costly.  The average number of friends on Facebook is 130.  Keeping a complaining customer, according to Tschohl, should be the top priority, and at these cost ratios you can afford to be generous in your time and effort.

Take Care Of Yourself.  Dealing with irate customers will drain you physically and emotionally and put your skills to the test.  You must find ways to take care of yourself.  As part of your “recovery time”, know that dealing with irate customers is allowing yourself to relax, recharge and assess your role.  Recovery separates you from the situation and gives you a chance to breathe.

Learn from every complaint.  Do something!  Fix the process; train staff in the issue; eliminate the fault.  Wherever possible let the complaining customer know that they have helped you resolve a problem – they’ll feel great and come back again and again (and will probably tell their friends!).

—————————————————-

John Tschohl, the internationally recognized service strategist, is founder and president of Service Quality Institute in Minneapolis, Minnesota.  Described by USA Today, Time, and Entrepreneur as a “customer service guru,” has written several books   on customer service including his new program Handling Irate Customers and Difficult Situations. John’s strategic newsletter is available online