Using Positive Vibes To Leave Clients Satisfied

I put in 14 hours for two days running at work, and I was really tired out by the end of it. We had to meet people and relay the performances of their charges to them. Some of them were quite friendly, while others were quite demanding, by saying the fault lay with us when they should be the ones who take responsibilities.

On yesterday’s afternoon, I had to make calls to a few people to check whether they were turning up for the session at night. One of them was rather antagonistic and I started to feel all the negative vibes. I forced myself to keep smiling so that the person would calm down. Towards the end, it ended on an ok note, though he did not turn up at night.

After receiving so much negative vibes, I continued to make another call. This was a mistake I made. By bringing all the negative feelings from the other caller, I had inadvertently caused the next caller to pick up all the negative vibes and it simply triggered off from her an outpouring of frustrations and complaints on our side. She only had a few points to talk about, and each point she repeated at least 10 times using the same phrases. The accusations were mainly directed at other staff, but she still heaped all those things on me. I should have learnt better managing skills in such as telling her that it was not right make such accusations on everyone, or learning the 80/20 rule where the worst customers should be dropped.

What I did was to continue to let her pour out her grievances, and just show her that I was listening. However, I decided I had to take charge of the conversation. I decided to change my negative vibes and try to think positive thoughts that the conversation will end well. I also remembered my friend and ex-colleague telling me that when people complain, they want something to be done. So as the person in authority, we should come up with a plan to help them resolve their issues. I also came up with a strategy for better monitoring and she accepted it.

Finally, after 40 minutes of her mainly making 4 points, I could put the phone down. It was much later my colleague came to me and told me that the same lady had bombarded her for one and half hours on the same issues and she even revealed something more shocking. I totally agree with Jeanette of Good Vibe Blog, that when we persist, they resist. It’s really the Law Of Attraction.

When I checked the list of people I wanted to see, one of my supervisors came to tell me that one particular lady would talk for extremely long and could be quite difficult to handle as she wanted step-by-step explanations on every single thing. Immediately, I channelled the negative thoughts again, and when I asked my colleague who used to handle her, he told me the same thing and how careful I had to be.

I was a little affected by the two negative calls, and what my colleagues told me but I decided not to concentrate on such negativity. I decided to think how easy and quickly the meeting with her and others will go. I started thinking about how smooth the process will be, and how on time we will finish the discussions.

Hence, I used my secret weapon and just smiled and smiled. I also kept those waiting to see us happy by showing pictures of their charges and other activities. The difficult person did not turn up, and the lady I thought would take extremely long was actually quite reasonable and we finished on a good note. I had also brought up something good about her charge and she was so happy about it. So I guess focussing on positive things worked.

My supervisor who said something about “We will Survive” instead of “We will Excel”, our usual slogan, and she really channelled the negative vibes was still talking to clients when I left. The other colleague who told me how to handle that “difficult” client ended up spending more time there than anticipated. And I was actually the first one to leave. When I looked at the other meeting rooms, there were still many clients inside there milling around, and when I finally left my workroom, these people were not back yet. Positive thinking really works!

Mental Association

Mental Association is something that you cannot ignore. I was going through a near meltdown just two days ago, because my holiday from work was ending, and I was going back to work. I had come to associate my work with a lot of negative stress. One reason is that I cannot cope with the amount of work.

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I still had to complete my work and there was no way I could run away from it. I went for a meeting before my break was over, and the bosses stressed how important meeting the deadline was and the quality of the report determined how our performance would be graded. I felt myself squirming in my seat. Another colleague showed us his report for us to take a look, way before the deadline.

Instead of going through the same problem that I face all the time, I decided to change my mental associations. It’s called mental disassociations. Instead of associating writing reports to high stress levels, I changed that. I decided to visualise how easy it was for me to find the information, and how easy it was for me to write a report based on the information. I also decided to break the steps down into easier parts, and get started. Usually, I faced difficulty in starting on my work because I had this mental association of how tough it was to find the information I wanted.

To my surprise, I found the information I wanted quickly. It was the second google attempt, and the first file I clicked on that got me what I wanted. Now that I have shifted my mental association, I am going to find the next piece of information as easily as I did, and I am sure I will complete the work by tonight. After all, I had already visualised myself completing that, and working on something else the next day.

Update: I probably need more practice. I took an extra day to complete that, but throughout doing this, my stress levels were extremely low, and I still managed to meet the deadline.

Find a Parking Lot Easily

Every time my parents ask me where I have parked my car, and I tell them somewhere nearby, they always seem to view me with suspicion, as if I have just told them the largest lie. The next question they ask will always be, “You mean there are parking lots here?”

My parents always seem to have the impression that it is hard to find parking lots, especially at crowded areas. When I used to sit in their cars, I would always feel the frustration they had and they would have to circle round the car park a few times and wait for some time before getting a lot. So whenever I wanted food from a popular hawker centre such as Chomp Chomp, the excuse about how difficult it is to get a parking lot will come.

Yet, when I go there on my own, I will find a parking lot no matter how crowded the place is. That’s because I use the power of visualisation and the Law of Attraction. I will attract that parking lot even in a crowded place. My parents used the same technique, but they had only visualised the crowded area, and felt the frustration in waiting. Hence, they got what they wanted!

Initally, I met with some problems. I would always find another car right in front of me getting the lot that I had visualised. After wondering why it was not working, I realised that I had not been clear about how I had visualised my parking lot. I only visualised an empty parking lot. That visualisation benefited the car owner in front of me. He got the empty lot I envisioned.

So the next time I visualised the empty parking lot, I added something to it. I visualised my own ice metallic blue car reversing into the empty lot. Instead of just any parking lot, I also visualised it to be near the lift lobby, so that I did not have to walk far.

It has been working great for 90% of the time, when I bothered to visualise, especially if I know it is a crowded area. So, I tend to spend less time at the car park, and the other car owners who were also waiting for a lot, but had chosen to wait elsewhere would fume quietly about my “luck”.

Outsourcing Your Life

I had been reading The 4-Hour Work Week by Timothy Ferriss and some of the ideas simply astound me. Much had been said about outsourcing work to India and other countries, and people losing jobs as a result. Why not make use of this trend to your advantage?

It is rather affordable for individuals to hire virtual assistants to help you do work. If you need to find some research, they can do it for you. If you need them to help you select a few good places to eat near your place, they can do so too. Let’s say you need to buy an anniversary gift, and you want to find out which watches are nice and within your budget. They can do the research for you in table form, and even order it for you.

One man who lost his job due to outsourcing to India actually found a job by outsourcing his own interviews arrangement to India. Another one simply got the VA to call him to remind him to pay his parking tickets and drive slower.

The best part is when you are sleeping, they can do the job for you, so when you wake up, the work is all done.

80/20 Pareto Rule

I’m reading books on a vengeance. I bought a couple of books yesterday, and I bought 2 books last week. Currently, I’m reading the 4-hour work week by Tim Ferris. It’s pretty mind-blowing how a person can just clock in 4 hours a week and yet earn the same amount in a month which one usually makes in a year.

One thing that I have learnt is the 80/20 Pareto rule. I have read about this a couple of times, but I did not fully comprehend it. Basically, you will find that 20% of the things will cause 80% of your unhappiness and problems. At the same time, 20% of the sources will cause 80% of you happiness.

For example, you may have toxic relationships with 2 out of 10 people. 80% of the time that you are unhappy or stressed, it is caused by them. If you could eliminate them from your lives, you will be much happier. At the same time, 2 out of 10 people will let you feel happiest when you are working with them. If you concentrate on them, your value and earnings will increase a few folds.

Hence, go and find out what are the things that work well most of the time, and what don’t, and then try to eliminate them. Don’t think you need to catch all the fish in the world. The two fish you catch may be the piranhas you want to let go.