No More Grousing

 

I stumbled across a new movement taking hold on the Internet. Check out this link to learn more about the specifics: Complaint Restraint Project. The initiative was established by Thierry Blancpain and Pieter Pelgrims,  to create a more positive life by eliminating negative statements for 30-days.

“There’s no secret sauce,” the website says. “Simply stop complaining.”

Unfortunately misery just loves company doesn’t it?

I thought I would give it a whirl, so I enlisted some of my inner circle for a team style project. My sister said it sounded interesting but she couldn’t commit to starting until after the 19th of month. Huh? Can it really be that difficult to stop grousing?



Fast Company picked up the battalion and even wrote a post that lists ways to make not complaining a realistic goal: 

Start by defining what a complaint is:

Turns out there is a difference between an observation and a complaint. Maybe I just tend to be very observant in my daily life. Especially when I notice coffee dribbled on the floor or laundry piled up. Perhaps people in my house just aren’t as observant as I am. Is that possible? Or did I just slip back into complaining? Seriously, a complaint brings about a negative undertone and makes the energy drain out of you.

Track how often you complain and what about:

This opens the mindfulness cavern and really gets your brain tuned into how habitually you fall into a pattern of complaining. One morning while watching the news I had 5 slips in a matter of minutes. Yikes, turn the television off, light candle and tune into some spa music.

Don’t engage:

Skip grousing fests and avoid friends who tend to over-grouse.  If you have to attend a meeting or event, try to stay on the fringe or add something positive. Just last week, I opened my mouth to say something and a certain person pounced on me like Tigger in Pooh. The rant of expletives, and “that is the stupidest thing I ever heard,” followed. Ouch!

Use the “but-positive” technique:

We all know this little trick helps you turn a negative into a positive. Another way to phrase things is by turning a “but” into a “get.”  Try turning, I have to pick up the dry cleaning, into, I get to pick up the dry cleaning, which happens to be right across the street from my favorite store. I have to go up north in the middle of a storm… but I get to spend time with my parents.


Just remember, ridding yourself of negativity takes work. Don’t beat yourself up if you slip. Slips happen, just keep trying to find the rainbow in the midst of the storm. I am working on taking the challenge one day at a time. Won’t you join me?

 

Jodi Cross is a marketing consultant, speaker and freelance writer and may be reached at jcross@crossnm.com or www.crossnm.com

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Reputation Management

Today’s consumer is discriminating and demands excellent service. If your company doesn’t deliver on your brand promise, they will let the entire world know about it. So what do you do to manage a negative perception and boost your on-line reputation?

Root Cause- you must address the root cause of the problems. To get an understanding of what is going on behind the scenes, conduct a social media audit. Look at multiple platforms and review sites such as Yelp, Trip Advisor, Twitter and any other sites that impact your business. Review the comment and bucket or categorize them into common cause areas. This exercise will show you the pain points. Perhaps you have shipping complaints, cleanliness or quality issues or poor customer service comments. Next, prepare to address the various deficiencies with the appropriate division heads.

Leverage Staff Buy-in-once you have your bucket list complete, assemble your team. Run through the exercise showing the buckets and common complaints. Have an open conversation to determine if you need to adjust written standards, define if job tools are missing or set up new training protocols.  Create a plan that starts with stakeholder buy in and accountability. The end game is to deliver excellent quality. Once the stakeholder team has developed an actionable plan, take it to the staff in the form of a We Can Do It meeting. Then monitor results weekly and monthly for progress.

Ask your guest to write review. Now that you have presumably turned a corner, don’t be shy about asking for reviews. If you know a particular customer has had a great experience ask them to comment. Send, thank you e-mails with links to review sites for easy access.

Good Quality and Quantity. Build up your positive reviews and your popularity rating will improve.  Many of the sites work off an algorithm system for prioritizing. Remember, you’re only as good as your last review, so keep up the accountability on the back-end.

Senior Managers should respond to negative reviews.  Use the process to help identify ongoing customer issues and pain points. I know several managers who do an audit quarterly just to learn about operational deficiencies.

For a complete Social Media strategy and tactical marketing deployment suggestions contact; jcross@crossnm.com

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