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LC DBM
I n f o r m a t i o n R e q u e s t # 4 1 0
To help make sounder decisions, the
Small Business Administration of-
fers the following advice:
• Define, as specifically as possible, what
the decision is that needs to be made,
when it needs to be made, why it is impor-
tant and if you are really the one who has
to make it.
• Write down as many alternatives as
you can think of.
• Predict the outcome of each alterna-
tive and gauge which ones you are more
satisfied with.
• Cross off those alternatives that most
likely will not occur.
• Once you have made your decision,
get moving on it. Worrying or second-
guessing yourself will only cause stress.
To deal with angry customers more effectively,
law professor and communications specialist Joe
Curcillo stresses the need to have the focus
and knowledge necessary to take control and
get the customer's loyalty back. Three tips
towards achieving that goal are:
• Do not speak until you have truly listened
• Do not defend until you have heard the attack
• Focus on areas where you or your customer can
improve
In situations where legal issues dictate
the hiring of attorneys, the SBA maintains
that a business has the right to know, and
to get in writing, how they will be charged,
how much the case is likely to cost, and
when they have to pay.
Business consultant David Waits asserts that to be an effective
leader one must understand and leverage their performance, pres-
ence and profitability. Methods to help them do so include:
• Investing in themselves and their growth
• Understanding the value they bring to those they lead
• Recognizing effective actions – not just intentions
EXPERTS WEIGH IN
Building Better Businesses
I n f o r m a t i o n R e q u e s t # 4 4 5