So, what does she mean by that? I hear you ask. Has she finally lost the plot? Well, the answer to the last question may be debatable, but here's what I mean...

When the shit has hit the fan, the sky has actually fallen down, and the worst that can happen has happened – I want you to act like a duck! While under the surface you may be frantically paddling away, all that your team, clients or customers will see is a serene, calm duck gliding across the surface of the water!
 
They don't need to see your meltdown or breakdown. They don't need to hear or see how stressed you are. Be a duck. (Or a swan if you want to be more elegant!)

Keeping your emotions under control is one of the signs of a true leader. 
​
Keeping you amused!
Jo x

​P.S. Join one of our  MONTHLY MASTERMIND GROUPS FOR JUST £20 and help improve children's mental health at the same time. 
RIDICULOUSLY CHEAP business support for small and micro businesses! 

Let's face it - none of us really enjoy having difficult conversations. They can be unpleasant and uncomfortable, which is why we often put them off until they cause an even bigger problem.

But remember Tip 74 - you deserve what you tolerate! As much as you may not want to have the 'difficult' conversation - it just has to be done. 

The 'Feel, Felt, Found' technique has multiple uses, from handling a sales objection to coaching a team member, calming a disgruntled customer or trying to win over your spouse or kids! 

Step 1: FEEL
"I know how you feel" – show them that you understand. Show genuine empathy.

Step 2: FELT
Tell them about another person who initially felt the same way. "I had another customer who felt the same way", or "I felt the same way myself at first".

Step 3: FOUND
"But what we/I/they found was..."
Tell them how you or another client found that their concerns were unfounded. Everything worked out well; the produce was perfect; the disaster didn't happen. 

Try it – you'll be amazed how easy it is to bring others around to your way of thinking!

To your success
​Jo x

Ridiculously cheap business support for small and micro businesses! 
​JOIN ONE OF OUR MONTHLY MASTERMIND GROUPS FOR JUST £20 AND SUPPORT CHILDREN'S MENTAL HEALTH AT THE SAME TIME!

In today's crazy-busy world, there are hundreds of distractions that are fighting for your customer's attention every single day. So, if you really want to stand out from the crowd, you have to deliver an amazing, above-and-beyond, go-the-extra-mile experience.

Good customer service is just not good enough any more. We expect more. We want to be blown away. We want really great customer service. We want an amazing experience, even if we're just popping to the shops for milk.

The way we dress, the way we act and the way we communicate are all part of our brand. The way we answer the phone, how quickly we respond to emails or messages, our 'out of office' message – they all say something about us.