Taking Networking to a Different Level

By Susan Regier

Imagine…being in a room filled with nearly 400 women (and a few men) – talking, shopping, and simply having a good time. And all the while, you’re making new connections with each introduction. Think of the possibilities – and the opportunities.

This is what happened last month when three good friends decided to do something they had never attempted. Often, ideas such as “wouldn’t it be great if…” or “you know, we really should…” are tossed around in social settings but these thoughts soon fizzle as the real world takes over.

While chatting over glasses of wine, the friends came up with a simple idea of what women really like: drinking wine, shopping, and having fun with their sisters…and then set a plan in motion to combine these elements, creating the successful venture: Wine, Women & Shopping, a unique shopping experience to celebrate sisterhood.

Now don’t get me wrong, this extraordinary event didn’t happen overnight – or over one glass of wine. It took more than a year of planning and reaching out to friends, business associates, and networking contacts. And we have had fun planning it and watching it breathe life.

The three friends included Nancy Kirwin, an insurance agent; Jennifer Murray, The Nimble Assistant, a virtual assistant; and Sue Regier (that’s me), head writer with Vantage One Writing and publisher of Networking Today. Three good friends, three completely different fields of work, and three diverse – and extensive – contact lists. We came together with one goal in mind – to help our sisters in need. Mix these elements together and you have a powerful force to be reckoned with.

At times, our sisters in need included one of us – on a revolving basis. Everyone experiences major upheavals in life and they can’t be put on hold because you’re planning a special event. Because of our “sisterhood” and our focus, we were able to help each other through some of the toughest moments of our lives this past year and get back on track. You could say, Wine, Women & Shopping helped the three of us to maintain a semblance of normalcy in the face of adversity.

And at times, we faced outside negativity. We were told that it would take two to three years to sell out an event of this caliber in our city. But the person who said that did not understand our networking talents. We quickly exceeded our original goal of 200 attendees, found more seats, and once again sold out fast…and the requests for tickets kept coming.

We chose to create a fundraising event to help My Sisters’ Place, a transitional support centre in London, Ontario for women who are homeless or at risk of homelessness. (Click here for more information on My Sisters’ Place.) We used our media contacts for free publicity (including this Web site) and then it was word of mouth promotion through our networks to get the ball rolling.

In the words of Janet Christensen, one attendee, “Not only did you help My Sisters’ Place, you demonstrated the power of intention and collaboration and hopefully inspired some other people to take action.”

All it takes is an idea. Talk to your friends and business associates, find a good cause, and watch the ball roll. It’s a great way to increase your circle of connections, which is how business grows…and you’ll be doing something to give back to your community. But always keep in mind the main ingredients for success – be passionate about what you’re doing and have fun along the journey.

Take some time to sit and enjoy a glass of wine with your friends – you never know what may transpire.

Susan Regier is the publisher/editor of Networking Today and owner of Vantage One Writing, a professional writing service for businesses. (519) 471-8726 Email: regiers@vantageone.ca Web site: www.vantageone.ca

10.5 More Strategies to Recruit Quality Staff

By Barbara Bartlein

Wise employers know that the largest challenge for the next decade will be the recruitment and retention of quality staff. The boomers are beginning to retire and there are not enough workers in the pipeline to fill the vacancies. Start now to build your workforce by recruiting quality people to grow and develop. Here are some ideas:

1. Provide a staff application on your Web site. Make it easy for potential employees to apply by offering an interactive application right on your Web site. It should be easy to complete and submit. Additional information can be obtained at time of interview. Also offer additional information for those interested that they can download and print.

2. Respond quickly when you hear from potential applicants. Nothing is more frustrating to job applicants than a slow, stalled, hiring process. A rapid response tends to boost applicant’s esteem and make them excited for working for the company. When people are looking for a job, they are looking for answers and stability. They usually are looking at several jobs at the same time and may be considering multiple offers. Often, the first employer to make a commitment will get the staff. He who hesitates is lost.

3. Consider hiring people who are retired. There is a growing pool of retired workers who are either looking for some additional spending money or a chance to get out of the house. They are excellent employees and often very flexible with their days/hours. Advertise at the local senior citizen program or contact a community center for more information.

4. Communicate the benefits of working at the company. Outline the experiences that will promote their professional and personal growth. Detail the skills, such as communication, problem solving, critical thinking, teamwork, and leadership that can help the employee build a solid résumé.

5. Establish a mentoring program for new hires. These programs provide opportunities for existing staff and new hires to work closer together. It also takes advantage of the experience present in the organization. New recruits feel more secure in the early stages of their careers with someone to guide them a bit and serve as a resource when there are questions.

6. Survey employees who are leaving through an exit interview. Ask them specifically what they liked about the job and what they wished was different. Pay special attention to the reasons employees give for leaving. Is there a common thread in their discussion? Consider making changes in policy or personnel if it is interfering with the retention of quality staff.

7. Partner with a local high school for “work-base learning.” Many high schools are looking for work experience for their students and will assist employers in recognizing quality candidates. As the students are part-time, you do not have to pay benefits or vacation time. Because the students want to get as much experience as possible, they tend to be very flexible to working in several areas based on need. An added bonus, the students will often be interested in summer and/or vacation work after graduation.

8. Go to Job Fairs. These large meetings offer an excellent opportunity for your company to be noticed and eventually gain a reputation as an employer of choice. Actively “work the room.” Introduce yourself. Hand out employment brochures and have a few free give-a-ways. Offer to meet with interested potential employees.

9. Ask to speak to various groups/clubs at college campuses. Seek out the groups that tie with the products and services of your company. For example, contact the literary club or the school newspaper to look for potential writers. Check out the sales club for future sales personnel. Present talks within your area of expertise and tie it to the mission, values, and goals of your company. Potential employees are much more likely to go to a company where they have met some of the staff rather than respond to a blind ad.

10. Visit or contact college/university placement offices. Meet with the staff of local placement offices so that they know a bit about you and your company. Let them know of the value of employment at your organization and urge them to call with quality candidates. As the relationship becomes established, you will have a pipeline for future staff.

Contact staff that went to another job and ask, “How is it going?” They will appreciate the kind wishes and may think of you and the organization if things are not going well. Express to them how much you appreciated their contributions to the company when they worked there. Make sure that you let them know that you want them to hear from them if they decide to make a job change in the future.

Note: Click here For the first 10 Strategies to Recruit Quality Staff

Barbara Bartlein is The People Pro and President of Great Lakes Consulting Group. She offers keynotes, seminars and consulting to help you build your business and balance your life. She can be reached at 888-747-9953, by e-mail at: barb@barbbartlein.com or visit her Web site at www.ThePeoplePro.com

Four Generations in the Marketplace: What This Means For You

By Susan A. Friedmann

Every company on the tradeshow floor has a few things in common. They all want to capture attendee interest, and lure them into the booth with the new, the exciting, the irresistible. They’re all facing similar challenges: short attention spans, myriad shows, and increased competition from every corner of the globe.
However, there’s one extra special way that savvy exhibitors can differentiate themselves from their competitors. The company that has the best understanding of their target audience – their wants, needs, problems, and challenges – has the ultimate advantage in the exhibiting forum. It is these companies that take the time to learn about their customers – and more importantly, their customer’s customers – that succeed on the show floor and beyond.

Since the marketplace changes so rapidly, this is crucial. For the first time in recent memory, there are four active generations engaged in the commercial sphere. This is a radical change, which means a lot to your customers – and of course, to you.

In previous years, buying power was concentrated within a narrow range of years: the vast majority of commercial behavior took place within a forty year span, beginning as one graduated high school and grinding to a halt upon entering retirement. In this environment, a mass market, one-size-fits-all visibility strategy worked fairly effectively.

Those days are gone. Today’s consumer can be a member of one of at least four generations, beginning with the pre-pubescent teens and extending right up to the infamous baby boomers. Companies are targeting themselves to six year olds and seventy six year olds: obviously each requires a different approach from them, and ultimately, from you.

It’s important to remember that not only are end customers member of these generations, but that attendees are divided among these four generations. If your marketing prowess has you experienced in marketing to one given group, it’s critical to take a step back and reassess your strategies. Techniques and strategies that will appeal to one group will quickly turn another group off. It’s essential that you know both who you’re trying to reach and what the best way is to connect with them.

Here’s a snapshot of each of the four groups and what you need to know to position yourself appropriately:

1. Millenials:

The youngest attendees on the show floor, Millenials were born after 1977. Incredibly media savvy and skeptical, Millenials take almost nothing on faith. You have to prove yourself to them – and you need to do it quickly. More than any other generation, Millenials expect an environment of instant, verifiable information.
This group responds well to short, focused presentations, heavy on the benefits, short on the sales fluff. Educational presentations, seminars, and speakers who offer real value will draw Millenials.

At the same time, brand loyalty is almost unheard of among this group. If you want to create a lasting relationship, it will be one where you constantly have to bring your game to the table. Proving and reproving yourself as the best choice for any given transaction is the name of the game.

2. Generation X:

Gen Xers were born between 1965 and 1976. After a lifetime of being disappointed by media stars, public figures, and personal heroes, Gen Xers have learned to rely on no one but themselves. They expect to work hard for what they have – and they expect you to work hard for them.

Expect to spend more time developing a relationship with Gen Xers. You’re encountering a mindset that initially distrusts most things, but is willing to work with you to reach mutually agreeable points.
Personal connection is important to Gen Xers. They like to be recognized as individuals, and place great emphasis on forming connections with colleagues and peers. This is where your individual staffers really have to shine: if they don’t “click’ with the Gen X attendee, you’re going to lose the sale.

3. Baby Boomers:

What hasn’t already been written about the Baby Boomers? This self-obsessed generation has examined itself ad infinitum, and in the end declared itself pretty darn good. Idealistic and self-motivated, Boomers have a strong passion for career and individual advancement.
Appeal to Boomers with benefits-focused presentations that frame the material in terms of how it will improve individual lives. Boomers like to view things in context – where do your products and services fit into the larger picture? Present the Boomer with the answer to that question, and you’ll carry the day.

4. Traditionals:

Traditionals are slowly disappearing from the tradeshow floor. Many have entered retirement, or are seriously contemplating doing so. Born before the end of WWII, Traditionals value the success of the team over the individual. Self-sacrificing and hard working, Traditionals respond well to authoritarian figures who explain “The Best Way” or “The Ideal Solution” to any challenge.

One more generation has a definite presence on the show floor, even though you’re unlikely to see them wondering the aisles, just yet. They’re too busy enjoying recess and studying for fourth grade exams.

This is the burgeoning “Tween” market. Defined loosely as the years between 8 and 12, Tweens command incredible spending power in the nation. If you’re marketing your products/services to attendees who serve this market, it would be very smart to make yourself familiar with this dynamic, ever-changing segment. Keep in mind that while Tweens have a great deal of disposable income, at the end of the day it’s their parent’s money paying for the purchases. Close contact to your customers and by extension, their customers, will help you walk that fine line that can ultimately lead to profitability.

The wide range of ages and viewpoints in the marketplace today is unlike anything previously experienced. Savvy exhibitors make themselves familiar with the generations most interested in their products and services and do everything possible to present themselves appropriately.

Are you ready? Let’s hope so: none of the four generations outlined above, much less the Tween market, are known for their patience!

Susan A. Friedmann, CSP, The Tradeshow Coach, Lake Placid, NY, internationally recognized expert working with companies to increase their profitability at tradeshows. Author: “Meeting & Event Planning for Dummies,” and “Riches in Niches: How to Make it BIG in a small Market” (May 2007). www.thetradeshowcoach.com & www.richesinniches.com

Networking Can Save Your Life

By George Torok
Networking is often touted as a powerful career or business development tool. But, have you ever thought about networking as a necessary skill to save lives? Can networking save your life – or the life of someone you love?

Oh yes! Follow this example of how simple networking got the answers faster and helped us move easier through the medical system.

My father was diagnosed with prostate cancer. His doctor missed the early signs of cancer and then was slow in reacting. My father was frustrated by the obstacles that the doctor and the system seemed to deliberately put in his way. They didn’t seem like they were there to help. My father found it extremely frustrating. He also got angry about it. He certainly was scared by the cancer. My father started tapping his network and he asked me for help.

I mentioned my concern about the prostate cancer to a long time colleague. She had relatives who worked in medicine. She made some calls and a few days later gave me the name of a surgeon who was considered to be one of the best in this field.

At the same time my father explored one of his networks – his fitness club. He learned that one of the regulars was a retired physician who had survived prostate cancer. Although this physician was not directly within my father’s established network he was only once removed. My father was introduced to the physician and explained his dilemma and urgency. The retired physician gave my father the name of the surgeon who operated on him – and added that he considered this surgeon to be the best.

The same surgeon’s name came up twice from two separate networking relationships. That made the decision easy on who to choose. Also, my father’s referral to this top surgeon was made easier because of the introduction from the retired physician. You see, the top surgeon felt a special bond to the retired physician because the retired doctor was the one who had delivered this surgeon into this world.

The bottom line – my father was able to arrange for a referral and quick surgery and has survived the cancer. If my father had endured the “normal” channels it is questionable that he would be alive today. There is no question that networking saved the day and in particular, my father.

The networking lesson for you – you never know who you will need in your network ‘till you need them. And it isn’t just about who do you know. It is sometimes “who do you know who knows?” For that reason, build your networks before you need them. Never stop networking. It just might help you live longer.


George Torok is co-author of the bestseller, “Secrets of Power Marketing: Promote Brand You”. He is author of the ebook, “Your Guide to Networking Success.” To order your copy of this networking guide or to learn more visit www.NetworkingExposed.com.To receive your free copy of “50 Power Marketing Ideas” visit www.PowerMarketing.ca.

When’s the Right Time to Upgrade to the New Vista?

By Dino Achilleos
Are you confused about when to upgrade your version of Windows? Are you wondering what you’re missing in your Microsoft Office suite or if you’d be better protected with newer software?

Today’s tech tip will help you decide and give you strategies and reasoning that successful organizations with well-run Information Technology (IT) departments use.

First ask yourself the key question.

Do I collaborate on work documents, spread sheets, or other work products with people outside my organization?

a. NO, then there is no concern. Everyone within an organization should operate on the same software version, such as Microsoft Word or Intuit’s QuickBooks. Intuit offers a license for older QuickBooks’ versions to ensure consistency/continuity on all computers.

b. If the answer is YES, consider if others need to read, review, or comment on the work. A PDF file may be the best choice, allowing everyone to see without making changes. There are many PDF creation programs, ranging from $649 for Adobe Acrobat (the original) to as low as $40 for Print2PDF.

c. If colleagues need to modify your work, you need to standardize on a software suite, but not necessarily on the same version. If you use a version of Microsoft Office prior to 2007, and your colleague uses 2007, the Office Compatibility Pack is ideal to see all files in the newest formats with your Office 2003 or XP – and no need to upgrade. Other software vendors have similar solutions.

Let’s consider what many professional organizations, such as 3M, Red Box, and General Motors do when it comes to software upgrades.

You probably agree that running down to the pharmacy for a new “miracle cure-all” pill is not a good idea. You’d say, “Let somebody else be the guinea pig, I’ll wait until it’s proven.” So, why would you do that to your business computer systems? Why would you use unproven software? Yes, somebody has to be first – but not you!

When IT professionals look at a new version of Windows or other software we cringe. We see people wanting to change for the sake of change. We quote statistics like 80% of users use 20% of the available features and that 20% use 80% of that same feature set.

Let’s take a look back at the time of Microsoft Windows XP’s release:

· January 1, 2002 Windows XP released to public.

· September 2002 Service Pack 1 released to public.

· February 2003 Service Pack 1a released to public.

· Late 2003, Windows XP is now considered mature enough that professional and corporate IT personnel begin testing and consider introducing it into the workplace. That’s almost two years after its release!

· August 2004 Service Pack 2 released to public.

· IT professionals hesitate to install Service Pack Two as it’s not proven, and stand correct when systems crash due to its updates.

· October 2006, Internet Explorer 7 released…and havoc rains on many computers as it’s installed as an automatic update without asking for user confirmation. Users discover Web sites can’t be viewed, printers don’t work, and other annoyances are numerous until Internet Explorer 7 is uninstalled and they return to version 6 (tried and proven).

· September 2007 Service Pack 2c released to System Builders only.

· First half of 2008 Service Pack 3 due for release.

Well-run IT departments wait!

· They wait for proof that things not only work, but work well.
· We turn off automatic updates so we have stability and not ever-changing computer setups.
· We test configurations and make sure they perform as they’re expected to.

Is the launch of Windows Vista, Microsoft Office, or any other computer product ever going to be different?

Well, one hopes, but it’s a fact that every possible combination of hardware, software, and configuration options can’t be tested – so it can’t change. There will always be a need for Service Packs, updates, and hot fixes. The question is do you want to be a tester or a stable user. I know that stable is what’s best for my clients when it comes to their computers.

Do you want to be a tester or a stable user?

Dino Achilleos is the owner of Red Box Computer Solutions, London, Ontario, and can be reached at (519) 851-9434 or by emailing dino@redboxpc.com.

PowerPoint Rant and Remedy

By Karen Susman
A speaker spoke at a breakfast meeting for business executives. Her topic was interesting. She was charming. She'd given a version of her presentation numerous times and so was well prepared. She spoke well and her remarks were geared to the needs of the audience. She even had a sense of humor that was appropriate and worked with the audience.

Just one snafu. Her PowerPoint presentation was unreadable. She had requested a projector for her PowerPoint presentation. She brought her assistant to set things up and make the marriage between the projector and her computer. The marriage between the projector and her computer was an arranged marriage where the two parties met for the first time at the wedding. The marriage didn't work. As in most of these arrangements, it's hard to say whose fault the mismatch was.

Problems:

· The projector couldn't bring itself to focus. Blurry and fuzzy do not make for standing ovations.

· Even if each slide had been focused, the text didn't fit onto the screen. Unless you enjoy reading text projected onto flocked wallpaper circa 1976, you'd never get the message.

· There was too much text on each slide. PowerPoint is an aid. It isn't your whole program. If it were, you could just send copies and not show up.

· From what you could see on one of the slides, the slides were prepared for a different group and presented on August 7, 2007. That doesn't work for a presentation delivered on October 9. It's easy to overlook these details and it's also easy to correct them. Take the time to proof your slides and handout materials every time you present.

· Even though the PowerPoint was a distraction, irritant and ineffective, the speaker kept on going, changing the slides, looking at the screen to read from them, etc. Thus, she kept directing the audience's attention to the irritating screen.

Solutions:

· Check your equipment out in advance. Have back-up. The back-up isn't necessarily another projector. Back up could be printed copies of the slides or a flip chart or white board. Back up can be your confidence that you can present your program without visuals.

· Don't let bad projection stay on the screen. The audience looks at the speaker as in charge of the success and failure of a program. So, take control and decide not to torture the audience with bad A/V.

· Know your talk so well you can give it without any A/V. Ironically, the speaker knew her stuff and could have presented without PowerPoint. In fact, she was most effective when she simply conversed with the audience.

Audiences and speakers have become so dependent on PowerPoint that they get the shakes at the thought of not using it. There was a time in the good old days, when speakers used no A/V. Slides were a problem because the room had to be darkened. Overhead projectors usually had scratches and smudges that made even professionally created transparencies appear ready for the scrap heap. Plus, presenters either left a slide on endlessly or removed it resulting in blinding the audience with a glaring white screen. Remember that keystone distortion? Oh! What about the transparencies spilling onto the floor when taken off the projector? Using an overhead requires coordination and moves the Bolshoi Ballet would admire.

The flip chart isn't used as often as before for the very reasons that make it so powerful. A flip chart is spontaneous. When the speaker has the urge to jot down a number, key word or ideas from the audience, the audience knows these are important points. The flip chart sheets can be posted around the room so ideas are retained. Audience members can write on the flip chart and thus help create the presentation. Most speakers are afraid of spontaneity. Speakers like to know that the presentation slides are all prepared and would rather bore the heck out of a group with bullet after bullet and statistic after statistic than use a visual for emphasis.

To repeat, know your presentation so well you can present it without PowerPoint. Practice using a flip chart. Learn to write big. Always have a flip chart or white board on stage with you. Bring your own markers. Make sure they work. Just because you have prepared a PowerPoint presentation doesn't mean you've made a pledge to Bill Gates to use it no matter what. If it doesn't work, dump it. Create an atmosphere where the audience can listen, learn and act. Irritating them and not doing something to relieve their pain is not the atmosphere you're after.

By the way, the audience liked the speaker since she had such important and interesting things to say. Her presentation was like taking a lovely walk with a rock in your shoe. Or, being served good food served on a dirty plate. Or...you get the idea.

Karen Susman is a Speaker, Trainer, Coach, and Author of 102 Top Dog Networking Secrets. Karen works with organizations that want to maximize performance. Programs include Humour at Work; Balance In Life; Networking Skills; Presentation Skills; and Building Community Involvement. Order new guidebooks on humour, networking, time management, and community involvement by calling 1-888-678-8818 or e-mail Karen@KarenSusman.com www.KarenSusman.com.

Top Ten Customer Service Mistakes

By Nancy Friedman
Telephone Doctor usually gets asked: "What are the best customer service tips?" Recently, someone asked about the worst customer service mistakes. So, to make it even, we’ve compiled the ten worst customer service mistakes. Take note, and don’t let these happen to you!

1. Not Being Friendly Enough Without exception, not being friendly is the number one customer service mistake. Customers should be treated as welcomed guests when they call or visit your company. As we’ve all experienced, sometimes we’re treated as an annoyance or an interruption. The Telephone Doctor motto: "Be friendly before you know who it is" is one way to eliminate this mistake.

2. Poor Eye Contact Heads that twirl on a spindle when you’re working with a customer is a big mistake. Keep your eyes on the customer. It’s a sure sign the person you’re talking with isn’t holding your interest when you’re glancing all around. And they’ll notice it quickly. Obviously, Telephone Doctor understands making good eye contact on the phone is a bit difficult, albeit impossible. Therefore, when you’re on the phone you need to be completely focused on the call and the customer. Don’t type, unless it pertains to the call, don’t read something else, don’t do anything but listen to the caller.


3. Talking with Co-Workers and Ignoring or Not Acknowledging the Customer This customer service mistake unfortunately happens a lot. Seems as though it’s more important to continue talking with a co-worker than establishing immediate rapport with the customer. Drop the internal conversation as soon as you see the customer. Carrying on a conversation with someone in your office while you’re talking with a customer on the phone is a real no-no!

4. Being Rude No one thinks they’re rude; certainly not on purpose. However, the customer can perceive many things you do as rude. And as they say, "Perception is real."

5. Poor Product Knowledge When working with a customer, if you’re not familiar with the products and services you offer, you’ll be making a big mistake. Take the time to learn about your company. Know what’s going on. If you’re temporary, or are new with the company, it’s not enough to use that as an excuse. Customers don’t care if you’re new, working on a temporary assignment or if it’s not your department. All they want is help and information. Ask to be trained. Ask for more information from your company.

Telling a customer, "I’m new" or "I’m just a temp" only adds fuel to the fire. You can explain that you will find someone to help them as you are "not familiar" with the situation. That at least shows you’re going to help them.

6. Leaving a Customer Without Telling Them Where You’re Going and Why It’s a very good idea to explain to your customer in person or on the phone what you’re going to be doing for them. It helps them a lot, and gives them a lot of patience. If you need to go "in the back" to get something it’s easy to say, "Mr. Jones, the Widget you’re looking for is in the stock room. Let me go get it for you. I’ll be a few moments." The same procedure should apply on the phone. Never tell the caller, "Hold on." Let the caller know where you are going and approximately how long you think you’ll be. This will make working with the customer easier for both you and them.

7. Blaming Others It’s not the person you blame that will look bad…it’s you. Don’t blame (or knock) the company, its policy, or any member of the staff. Customers don’t want to hear about whose fault it is, they just want the situation fixed. Take full responsibility of the situation on hand.

8. Not Double Checking When a customer wants something and it’s not available it’s how you reject them that’s more important than the fact that you are rejecting them. The process of double-checking should become habit forming. It should be a standard operating procedure. It feels so good when you tell someone, "The last time I checked we were out of stock, but let me DOUBLE CHECK for you to be sure." I personally can think of dozens of times when I asked the person to double check after they told me they were out of things, and what do you know...someone had reordered and the person didn’t know about it. It’s a big mistake to not double check.

9. One Word Answers We’re taught in school that three words make a sentence. Don’t answer with one word. Even yes, no, and okay are perceived as rude and uncaring. A Telephone Doctor reminder – use complete sentences for your customer.

10. Head Shaking. When a customer asks you for something, give them a verbal answer. Shaking your head up and down or back and forth is NOT an appropriate answer. They can’t hear your head rattle.

Fixing these customer service mistakes will enhance your ability to work better with customers. Remember, it's the SLD’s (subtle little differences) that make the big difference. Good luck!

Nancy Friedman is president of Telephone Doctor®, an international customer service training company headquartered in St. Louis, Missouri, specializing in customer service and telephone skills. She is a KEYNOTE speaker at association conferences and corporate gatherings and is the author of four best selling books. Call 314-291-1012 for more information or visit the Web site at www.telephonedoctor.com.