Tricks of the Trade

Tricks of the Trade is Manufacturing-Works’ monthly e-newsletter. We’ll summarize this month’s news, and articles and let you know of any upcoming events.

Volume 12 – October 29, 2010

This will be our final Newsletter

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News and Articles

Your Road to Success

In a recent issue of the Harvard Business Review, Warren Bennis, Distinguished Professor of Management at USC, discusses his path to becoming a globally recognized expert on leadership. The energy for his circuitous journey is summed up in one sentence, “After I discovered what I felt passionate about—leadership, change, and creative collaboration—people began leaning close to hear my thoughts on those subjects.”

Seek Problems, Not Projects

Give me a problem any day versus a project. Too many salespeople ask customers the wrong questions:

“Do you have anything I can quote?”
“Are there any projects I can get involved in?”
“What can I do for you today?”

Good Service is More Than No Problems

Good customer service should be gracious customer service. It seems that everywhere I go these days and thank people for their help, they respond with "No problem." Last week, I thanked the room service delivery person for his promptness and his response was, "No problem." Why would I think providing good and gracious service was a problem? Isn't that what people are paid to do?