WOW 2012 – 2013

Written by Monique Jansen for Buljan & Partners Consulting

The year 2012 is almost over, usually the right time for some reflections on the past and a wish-list for the New Year.

Apart from the obvious health, happiness, success, earnings and savings analysis that most of us do, I encourage everyone to ask themselves the following 3 questions:

1) How many lasting wow-moments have I experienced this year as a customer?

2) How many lasting wow-moments have I provoked with my customers this year?

3) How can I improve the experiences I provoke next year?



A positive approach to the customer

Written by Buljan & Partners Consulting

Look at these operations and write down what you see:

5×5=25      10+5X2=20      8×2=16     18-6=11      5+3+2=10        9:3=3

If your answer is “the subtraction is incorrect”, you’re right, but if your answer is that five operations are correct and one is incorrect, is even better and what is even better still is that you will be giving more complete and effective information.

So why do we only focus on the incorrect answer if there are more correct answers than incorrect ones and waste so much valuable information? And who is more intelligent? The person who quickly identifies the error or the one who sees the complete information?