1. Don't make threats. Have you ever said this, "If you don't calm down, I'm not going to help you." Or, "If you continue to yell at me, I'm going to have no choice but to terminate this phone call." If you've ever made these, or similar, statements, I'd bet that your sole intent was to regain control of the conversation. But the problem is, your customer perceives this type of language as threatening and it does not make them back down and it does not create calm. Try a phrase like this instead: "I really want to help you, but your tone/language is making it really hard for me to do that." And then pause for 2-3 seconds to let your words resonate with the customer.
2. Don't argue. Trust me on this one - you can never win an argument with a customer. Certainly, you can prove your point and even have the last word, In a discussion on the futility of arguing with people, Dale Carnegie once said "you may be right, but as far as changing your customer's mind is concerned, you will probably be just as futile as if you were wrong." Your goal in complaint situations is to retain the customer, not to be right. If you win the argument, you may very well have lost the customer. Carnegie encourages us to carefully consider some hard questions before going to battle with customers: "Is my reaction one that will relieve the problem, or will it just relieve frustration? Will my reaction drive my customer further away? What price will I pay if I win (the argument)?" Carnegie advises, "The only way to get the best of an argument is to avoid it." By the way, customers will spread negative word-of-mouth advertising to 50 people if they get into argument with you!
3. Don't hang up on the customer. I realize I sound conservative on this one, but I stand firm. If you hang up on a customer who is already livid, do you think a "disconnect" helps the situation or hurts the situation? The customer still has the problem and most customers won't give up their fight because you chose to hit the flash button. Most will call back and guess what? They will be angrier than ever AND it will cost far more in time and money to resolve the issue. If you just can't handle the customer, offer to transfer to a supervisor or co-worker. <
4. Don't make the customer feel helpless. I cringe every time I hear an employee say, "This is all I can do." When customers feel helpless, some will resort to whatever they feel it takes to get their needs met. This behavior may include yelling, demanding to speak to a supervisor, or starting a blog about your company. This simple phrase changes the entire tone of a tough situation: "Mr. Bryant, what I can do is?"
5. Don't raise your voice. When I want my five-year-old daughter to use her "inside voice", I don't yell, "Lauren, USE YOUR INSIDE VOICE!" I speak in my "inside voice" with the expectation that she will mirror the calm tone of my voice - and she does without any further prompting from me. We must use the same technique with demanding customers. Escalating your voice when dealing with an upset customer will not create calm. It will only incite your customer. Lowering your voice presents you as confident, in control, and credible. In many cases your angry customer will begin to calm down because he realizes his intimidation tactic (yelling) isn't working. Try making one of these statements in a low volume when dealing with an angry customer. "What can I do to help?" or "What can I do to fix this situation?"
6. Don't tell a customer she is wrong. You will be smart to never tell a customer s/he is wrong or mistaken. Telling a person they are wrong arouses opposition and will make the customer want to battle with you. (Ever tell your spouse they are wrong?) It's difficult, under even the most benign conditions to change people's minds. So why make it harder by starting out on the wrong foot? If you know your customer is wrong, it's better to start off saying, "I thought the contract read otherwise, but let's take a look."
The next time you find yourself the target of verbal abuse from an angry customer, keep in mind these six "don'ts" and you'll be well on your way to getting the angry customer to back down and regaining control of the conversation.
Monday, September 27, 2010
Camping Equipment And Sites For a Northwest Vacation
Residents of the Northwest United States are proud of the conservation efforts put forth in their state. Washington, Oregon and Idaho have preserved some of the most beautiful forests, mountains, deserts and valleys for generations of outdoors enthusiasts. Much of the land in these great states is made available for people all over the country to enjoy on a regular basis. Camping, hiking, hunting and fishing are popular vacation activities in this part of the country because there are so many diverse places to go and see.
Camping in the Northwest is a popular past time that can be enjoyed by anyone, no matter what their skill level or age. When camping in this area of the country, there are a few things that must be considered and equipment that should be taken. It is important to have durable, waterproof camping gear, no matter what season you are camping in, because this is an area that might be cold or wet unexpectedly, even in the middle of the summer. You also want to be sure that you have plenty of good lighting gear. LED lanterns and flashlights work best in the dense forests of the Northwest because they provide you with an even, long-lasting light. Having a reliable, compact light is important in this area because often time campsites can be located deep into the mountains or forests. These locations require that campers hike in, so packing lightly but smartly is very important.
Washington, Oregon, and Idaho are full of great camping locations. The states are filled with diverse national and state park areas. Explorers that enjoy mountain wildernesses will find great camping in the coastal ranges up Oregon and Washington and along their many rivers. Desert campers can find relaxing places in eastern Oregon and in Idaho. Even winter campers that enjoy the snow can find open sites around Mt. Hood, Mt. St. Helens, and The Three Sisters. These areas have excellent camping areas that can provide you with a great place to stay, beautiful sites, and a lot to do while your there.
Peninsula
Located in Northwest Washington, the Olympic is the home to both the towering Olympic Mountains and the Pacific coastline. The Bogachiel, Sequim Bay, Old Fort Townsend and Fort Worden State Parks are a few of many camping and hiking destinations in the area. Camping on the peninsula requires waterproof equipment.
Deschutes National Forest
Central Oregon is the home of the Deschutes National Forest. This area has great camping sites right in the middle of some of the oldest forests in North America. Camping here can be easy or challenging, depending on what you are looking for. When camping in the desert, make sure to pack plenty of water and food. Also, packing a powerful lantern or set of flashlights is important as the deserts in the Northwest are very dark at night.
Priest Lake State Park
The Priest Lake State Park is one of the favorite camping destinations for Idaho residents because of its diverse options. Camping is available all along the shoreline of Priest Lake and Upper Priest Lake, as well as on the Lake's islands themselves.
These are just a sample of the many incredible camping locations located in the beautiful, green Northwest. Campers can find information on camping fees, hiking trails and site amenities by looking online at the various state park web sites.
Camping in the Northwest is a popular past time that can be enjoyed by anyone, no matter what their skill level or age. When camping in this area of the country, there are a few things that must be considered and equipment that should be taken. It is important to have durable, waterproof camping gear, no matter what season you are camping in, because this is an area that might be cold or wet unexpectedly, even in the middle of the summer. You also want to be sure that you have plenty of good lighting gear. LED lanterns and flashlights work best in the dense forests of the Northwest because they provide you with an even, long-lasting light. Having a reliable, compact light is important in this area because often time campsites can be located deep into the mountains or forests. These locations require that campers hike in, so packing lightly but smartly is very important.
Washington, Oregon, and Idaho are full of great camping locations. The states are filled with diverse national and state park areas. Explorers that enjoy mountain wildernesses will find great camping in the coastal ranges up Oregon and Washington and along their many rivers. Desert campers can find relaxing places in eastern Oregon and in Idaho. Even winter campers that enjoy the snow can find open sites around Mt. Hood, Mt. St. Helens, and The Three Sisters. These areas have excellent camping areas that can provide you with a great place to stay, beautiful sites, and a lot to do while your there.
Peninsula
Located in Northwest Washington, the Olympic is the home to both the towering Olympic Mountains and the Pacific coastline. The Bogachiel, Sequim Bay, Old Fort Townsend and Fort Worden State Parks are a few of many camping and hiking destinations in the area. Camping on the peninsula requires waterproof equipment.
Deschutes National Forest
Central Oregon is the home of the Deschutes National Forest. This area has great camping sites right in the middle of some of the oldest forests in North America. Camping here can be easy or challenging, depending on what you are looking for. When camping in the desert, make sure to pack plenty of water and food. Also, packing a powerful lantern or set of flashlights is important as the deserts in the Northwest are very dark at night.
Priest Lake State Park
The Priest Lake State Park is one of the favorite camping destinations for Idaho residents because of its diverse options. Camping is available all along the shoreline of Priest Lake and Upper Priest Lake, as well as on the Lake's islands themselves.
These are just a sample of the many incredible camping locations located in the beautiful, green Northwest. Campers can find information on camping fees, hiking trails and site amenities by looking online at the various state park web sites.
LCD Lift Furniture
A television lift cabinet is a Designer's dream! It allows him/her to take a room to the next level of design and let me tell you why. If purchased from a quality company, LCD lift furniture with its sleek design and luxurious finish can become a focal point for the room or it can quietly blend in with your motif, but still lend visual distinction with its superb craftsmanship and simple stylish lines.
A motorized TV lift allows the designer versatility in creating every room's decor.
When plasma lifts were first introduced it was only for the very wealthy. Designers used this furniture in million dollar homes and only the very exclusive hotels could afford them. Trace McCullough, a true visionary, realized that pop up furniture would be the wave of the future for upper middle class America and created a company to design, produce and manufacture this product in a more cost effective manner while maintaining the standards of Old World Craftsmanship and design.
Today there is a lift plasma available for any room you would like to have a TV. The bedroom at the foot of the bed, the living room, even the dining room-your TV hidden inside an exquisitely crafted dining buffet, a hand-crafted masterpiece that will marvel the senses of even the most hard to please decorator and/or client.
Everyone enjoys the use of a TV and the decorator is left with the dilemma of what to do with it in his design. Putting it on the wall is really not an option in a high-end design. Walls are for your exclusive paintings that bring your room together. Even the most elegant plasma TV will not hold its own next to a Rembrandt! The TV needs to have a place where it can be stored and protected until you are ready to watch it. Why not turn your storage unit into furniture possessing individuality and unsurpassed beauty for your elegant entertainment design with a motorized TV lift. Why have a cumbersome entertainment center that takes up an entire wall that you can't move an inch if you need to get behind it. Why not have something small and sleek while functional, hiding all of your components. Have you ever tried to add a Monet above or around your huge entertainment center or on an adjacent wall next to your TV and have it look appropriate? <
These are the problems a decorator and homeowner have to deal with and now these problems are easily solved with a television lift cabinet. Designers for exclusive hotels have been taking advantage of this for some time now. They saw how magnificent a room would look with a piece made of the finest materials at the foot of the bed, yet functional at the end of the day when their guest was tucked in bed and with a push of a button could raise the TV for viewing before going to sleep.
Designers also see a motorized TV lift as cost effective as you can swivel your TV 360 degrees for viewing from all angles. This allows you to have one TV serving several areas.
A motorized TV lift allows the designer versatility in creating every room's decor.
When plasma lifts were first introduced it was only for the very wealthy. Designers used this furniture in million dollar homes and only the very exclusive hotels could afford them. Trace McCullough, a true visionary, realized that pop up furniture would be the wave of the future for upper middle class America and created a company to design, produce and manufacture this product in a more cost effective manner while maintaining the standards of Old World Craftsmanship and design.
Today there is a lift plasma available for any room you would like to have a TV. The bedroom at the foot of the bed, the living room, even the dining room-your TV hidden inside an exquisitely crafted dining buffet, a hand-crafted masterpiece that will marvel the senses of even the most hard to please decorator and/or client.
Everyone enjoys the use of a TV and the decorator is left with the dilemma of what to do with it in his design. Putting it on the wall is really not an option in a high-end design. Walls are for your exclusive paintings that bring your room together. Even the most elegant plasma TV will not hold its own next to a Rembrandt! The TV needs to have a place where it can be stored and protected until you are ready to watch it. Why not turn your storage unit into furniture possessing individuality and unsurpassed beauty for your elegant entertainment design with a motorized TV lift. Why have a cumbersome entertainment center that takes up an entire wall that you can't move an inch if you need to get behind it. Why not have something small and sleek while functional, hiding all of your components. Have you ever tried to add a Monet above or around your huge entertainment center or on an adjacent wall next to your TV and have it look appropriate? <
These are the problems a decorator and homeowner have to deal with and now these problems are easily solved with a television lift cabinet. Designers for exclusive hotels have been taking advantage of this for some time now. They saw how magnificent a room would look with a piece made of the finest materials at the foot of the bed, yet functional at the end of the day when their guest was tucked in bed and with a push of a button could raise the TV for viewing before going to sleep.
Designers also see a motorized TV lift as cost effective as you can swivel your TV 360 degrees for viewing from all angles. This allows you to have one TV serving several areas.
Why Is Dubai Swarmed By Celebrities?
If you looked on the various news headlines emerging from the Middle East, you will notice a substantial shift taking place in the manner they have been reporting about this region as a whole. From various military coups to the stories of political vendetta; from gun totting hostage takers to the unnerving interpretation of Islam; and from the so-called lack of democratization to the non existent human rights, the Middle East has always had to bear the brunt of hostile news reporting. But, the emerging trade and commerce and tourism activities in Dubai are fundamentally changing this long held stereotyped interpretation of the Muslim world now.
Don't be surprised therefore, if the British footballer David Beckham and the Spice Girl Victoria are seen walking out of one of its famous five star hotels, or if the reigning formula one champion Michael Schumacher is spotted unwinding somewhere on its breathtaking shorelines. You will also come to notice some very famous names from the corporate world making regular rounds of this famous city. From top cine stars to sports celebrities and from the multi-billion empire holders to the average holiday making freaks, all are increasingly being seen on Dubai's soil these days. This in itself, speaks a lot of how dramatically the world's vision of the Middle East has transformed.
The next round of Dubai Tennis Championships to be held in February and March 2007 will be another treat for the tennis lovers and the media managers both. Names like the William sisters - Serena and Venus and Andre Agassi have played on this venue and enthralled the audiences in the recent past. Equally reported have had been the events like a friendly match organized between Andre Agassi and Roger Federer on the helipad of Burj Al Arab hotel. Tennis balls kept falling down inside the Arabian sea as the two players proceeded with some of their favourite strokes. Not too behind was Tiger Woods who made use of the same helipad for his golf practice. Woods was in Dubai to take part in the Dubai Desert Classic and couldn't resist the temptation of practicing on such a breathtaking height.
If the celebrity spotting has become one of the new trends in Dubai's social life, then so is the emerging competition among the hotel owners for making the best out of this pulsating market. They are making all efforts, like building of more niche hotels, to cap this upscale clientele. This means exclusively targeting the business travellers and the multimillionaires from across the globe. Apart from Dubai, Lebanon and Sharm El-Sheikh in Egypt have also been trying to raise their stakes. However, the former is well ahead in the race involving these three.
Dubai's desire of opening its borers to the outside world has been well received and reciprocated by the latter. As a result we are witnessing the very fundamental image of the Middle East taking a new turn in the global environment. By allowing so many expatriates on its soil, Dubai has made its friendly intentions clear. Expatriates will continue on playing a crucial role in the local economy, hence making the exchange of the Arabian peninsula with the outside world stronger. It speaks of a pleasing scenario, which will continue to get on more shades with each passing day.
Don't be surprised therefore, if the British footballer David Beckham and the Spice Girl Victoria are seen walking out of one of its famous five star hotels, or if the reigning formula one champion Michael Schumacher is spotted unwinding somewhere on its breathtaking shorelines. You will also come to notice some very famous names from the corporate world making regular rounds of this famous city. From top cine stars to sports celebrities and from the multi-billion empire holders to the average holiday making freaks, all are increasingly being seen on Dubai's soil these days. This in itself, speaks a lot of how dramatically the world's vision of the Middle East has transformed.
The next round of Dubai Tennis Championships to be held in February and March 2007 will be another treat for the tennis lovers and the media managers both. Names like the William sisters - Serena and Venus and Andre Agassi have played on this venue and enthralled the audiences in the recent past. Equally reported have had been the events like a friendly match organized between Andre Agassi and Roger Federer on the helipad of Burj Al Arab hotel. Tennis balls kept falling down inside the Arabian sea as the two players proceeded with some of their favourite strokes. Not too behind was Tiger Woods who made use of the same helipad for his golf practice. Woods was in Dubai to take part in the Dubai Desert Classic and couldn't resist the temptation of practicing on such a breathtaking height.
If the celebrity spotting has become one of the new trends in Dubai's social life, then so is the emerging competition among the hotel owners for making the best out of this pulsating market. They are making all efforts, like building of more niche hotels, to cap this upscale clientele. This means exclusively targeting the business travellers and the multimillionaires from across the globe. Apart from Dubai, Lebanon and Sharm El-Sheikh in Egypt have also been trying to raise their stakes. However, the former is well ahead in the race involving these three.
Dubai's desire of opening its borers to the outside world has been well received and reciprocated by the latter. As a result we are witnessing the very fundamental image of the Middle East taking a new turn in the global environment. By allowing so many expatriates on its soil, Dubai has made its friendly intentions clear. Expatriates will continue on playing a crucial role in the local economy, hence making the exchange of the Arabian peninsula with the outside world stronger. It speaks of a pleasing scenario, which will continue to get on more shades with each passing day.
Lima's Gastronomic Boom
Although gastronomy has always been deeply rooted in Limeños' idiosyncrasy, the last few years have seen a huge leap in Lima's dining scene. Not only Peru's capital has become tapped with restaurants, both stylish and unpretentious, but many of them seem to be at full capacity all week long.
One possible explanation for the boom, besides obvious food quality, is international recognition. The Economist magazine, for example, reported in 2004 that Peru could "lay claim to one of the world's dozen or so great cuisines". Norman Van Aken, one of Florida's most gifted chefs, acknowledged that Peruvian cuisine was possibly the most enticing of those he had studied. And Patrick Martin, academic director of Le Cordon Blue, said that one of the reasons for having a branch of the school in Lima was the excellent quality of local cuisine.
"Better late than never", believe most Limeños, increasingly proud of the exceptionality of their gastronomic heritage. However, notwithstanding general contentment, they are still demanding and hard-to-please, and expect the best from their favourite restaurants and chefs. This, too, contributes to gastronomic excellence. Indeed Peruvian cuisine, though hardly noticed abroad until most recently, is one of the World's most varied and delicious.
Two aspects converge to give Peruvian cuisine an uniqueness that few other enjoy. The first is Peru's huge biodiversity. The country is home to 80 of the world's 104 different biological zones, which assures a remarkable assortment of fresh ingredients. Potatoes and hot peppers from the Andes, fish and seafood from the Pacific Ocean, mangoes and limes from the coastal valleys, bananas and manioc from the Amazon jungle: a chef's only problem is abundance of choice.
Second, Peruvian cuisine is the quintessence of cultural fusion. Ever since the first blending between Inca and Spanish traditions, local cooks have skilfully incorporated the flavours and techniques of the many immigrants that disembarked in Peru's ports, such as Italian and French. However, the strongest influences didn't arrive from Europe, but from Africa, China, and Japan.
Although the restaurant offer in Lima is most varied and covers a wide range of cuisines, Ceviche -diced raw fish marinated in lime juice and hot peppers- is surely number one on the list of dishes you must taste. There is at least one cevichería in every neighbourhood, so it won't be hard to find one. Our suggestion goes to superb Pescados Capitales, a lunch-only cevicheria in Miraflores.
A second must goes to Asian restaurants in Lima, both Chinese and Japanese, which, predictably, have a strong Peruvian influence. Chinese restaurants -known as Chifas-, can be counted by the hundreds. Usually down-to-earth neighbourhood eateries, these offer a fare rich in seafood and chicken. Japanese restaurants and sushi bars, on the contrary, are less widespread, and more upscale and expensive. Their forte is a year-round supply of the freshest and most variegated seafood, which is delightfully transformed into sushi, sashimi, and rolls. Our favourites are Wa Lok for Chinese, and Matsuei (where Nobuyuki Matsuhisa, Nobu's chef and owner, perfected his skills) for Japanese.
A last word for Lima's Criollo restaurants. Their cuisine is a vivid and tasty demonstration of the rich cultural fusion undergone by Peruvian gastronomy over the centuries. Besides the obvious Spanish and Andean fusion (a.k.a. Criollo), in their menus you'll discover much Africa (tacu-tacu and anticuchos), China (lomo saltado), and Japan (ceviches and tiraditos).
Bon appétit!
One possible explanation for the boom, besides obvious food quality, is international recognition. The Economist magazine, for example, reported in 2004 that Peru could "lay claim to one of the world's dozen or so great cuisines". Norman Van Aken, one of Florida's most gifted chefs, acknowledged that Peruvian cuisine was possibly the most enticing of those he had studied. And Patrick Martin, academic director of Le Cordon Blue, said that one of the reasons for having a branch of the school in Lima was the excellent quality of local cuisine.
"Better late than never", believe most Limeños, increasingly proud of the exceptionality of their gastronomic heritage. However, notwithstanding general contentment, they are still demanding and hard-to-please, and expect the best from their favourite restaurants and chefs. This, too, contributes to gastronomic excellence. Indeed Peruvian cuisine, though hardly noticed abroad until most recently, is one of the World's most varied and delicious.
Two aspects converge to give Peruvian cuisine an uniqueness that few other enjoy. The first is Peru's huge biodiversity. The country is home to 80 of the world's 104 different biological zones, which assures a remarkable assortment of fresh ingredients. Potatoes and hot peppers from the Andes, fish and seafood from the Pacific Ocean, mangoes and limes from the coastal valleys, bananas and manioc from the Amazon jungle: a chef's only problem is abundance of choice.
Second, Peruvian cuisine is the quintessence of cultural fusion. Ever since the first blending between Inca and Spanish traditions, local cooks have skilfully incorporated the flavours and techniques of the many immigrants that disembarked in Peru's ports, such as Italian and French. However, the strongest influences didn't arrive from Europe, but from Africa, China, and Japan.
Although the restaurant offer in Lima is most varied and covers a wide range of cuisines, Ceviche -diced raw fish marinated in lime juice and hot peppers- is surely number one on the list of dishes you must taste. There is at least one cevichería in every neighbourhood, so it won't be hard to find one. Our suggestion goes to superb Pescados Capitales, a lunch-only cevicheria in Miraflores.
A second must goes to Asian restaurants in Lima, both Chinese and Japanese, which, predictably, have a strong Peruvian influence. Chinese restaurants -known as Chifas-, can be counted by the hundreds. Usually down-to-earth neighbourhood eateries, these offer a fare rich in seafood and chicken. Japanese restaurants and sushi bars, on the contrary, are less widespread, and more upscale and expensive. Their forte is a year-round supply of the freshest and most variegated seafood, which is delightfully transformed into sushi, sashimi, and rolls. Our favourites are Wa Lok for Chinese, and Matsuei (where Nobuyuki Matsuhisa, Nobu's chef and owner, perfected his skills) for Japanese.
A last word for Lima's Criollo restaurants. Their cuisine is a vivid and tasty demonstration of the rich cultural fusion undergone by Peruvian gastronomy over the centuries. Besides the obvious Spanish and Andean fusion (a.k.a. Criollo), in their menus you'll discover much Africa (tacu-tacu and anticuchos), China (lomo saltado), and Japan (ceviches and tiraditos).
Bon appétit!
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