With that fall chill in the air, we know we’ll be standing at the soup counter at our local lunch spot soon. Of course we know our old favorites but it’s fun to order samples of the new soups. Why not get a sip of a new book to figure out what will feed your mind this October? Our Random Quotes from New Books series continues with titles to help improve your business, your finances, and stimulate the grey matter.
It’s Your Biz: The Complete Guide to Becoming Your Own Boss by Susan Wilson Solovic with Ellen R. Kadin
“Background noise is another potential problem for a home-based business. The sound of barking dogs and crying children won’t make you appear professional. If you have young childnren, you may need to consider day care. As for pets, make sure they are someplace where their activity won’t interfere with busiess. I’m fortunate. I have a shih tzu who never barks. When I work at home, he lays by my feet and never makes a sound. He is an excellent co-worker. (So much so I’ve given him a title. He is ‘chairman of the bone.’)” (page 158)
“Although the vigilant investor asks questions and writes down answers that an adviser provides, she does not rely on them. Instead, the vigilant investor seeks independent confirmation. At Investors’ Watchdog, we get education information from the National Student Clearinghouse (NSC). If you give the NSC an accurate birth date, student name, school name, and $6.50, it will either confirm what your adviser told you about his education or expose the Fibber.” (page 52)
Delivering Knock Your Socks Off Service, 5th Edition by Performance Research Associates
“Each interaction between a customer and a service professional is one moment in the chain of the customer’s experience. If you’re a service person, and you get it wrong at your link in the chain, you are very likely erasing from the customer’s mind all the memories of good treatment he or she may have had up to that moment, But if you get it right, you have a chance to undo all the wrongs that may have happened before the customer got to you. And, in today’s world, the faster you do it, the happier they are.” (page 4)
“Kudoes to those companies around the globe that aggressively enforce their intellectual capital rights and do not allow illegal trespass on their property. But can this strategy go too far? Will high fences and concrete walls be helpful in the short term in their effectiveness and yet do long-term harm in driving shareholder value? Texas Instruments in recent years devoted significant resources to patent litigation and patent licensing, and the results have been impressive, netting the company more than $1 billion a year from litigation settlements and patent licenses as a result of vigilant enforcement policies. In some years, revenues from these sources have exceeded net income from product sales. Impressive, but dangerous. When revenues from litigation exceed revenues from innovation, this can be the beginning of the end of the future of the company. Yes, we must be diligent in building fences, but walls cannot be strategic substitute for the output of the new products and services that are intended to come from within the company.” (pages 112-113)
The Enemy of Engagement: Put an End to Workplace Frustration–and Get the Most from Your Employees by Mark Royal, Tom Agnew
“The Bernette Financial call center culture is the envy of the industry. Turnover is low. Nearly every employee believes in the mission: They’re helping people buy homes, helping businesses serve their communities, and helping families achieve their dreams. Customer surveys invariably show that Bernette customers are overall ‘very satisfied’ with the help they get when they call or e-mail. Questions get answered. Problems get resolved. Customer service representatives are viewed as helpful, knowledgeable, and friendly.” (page 25)
Now you’ve knocked back a tiny cup, are you ready to order a full bowl?