FaithRalston.com

Dear Dr. Faith,

I am a small business owner. The economy has been rough on my bottom line. As a company we provide an excellent training to our customers. But lately the response we're getting from the marketplace is, "We simply can't afford you." I'm not sure where to go from here. Our business is almost in the tank. Any suggestions?

 

Dear ‘Almost Belly Up',

In a downturn economy, you've got to do more than provide a great service. It's time you redefine what you offer and it's value to your customers. Your products and services must be tightly linked to customer results. Ask your self: "How does our service help customers increase their bottom line? What problems are we solving for the customer? Offer your customers solutions that improve their business. Use hard times to rejuvenate your business and position yourself for thrive in the future.

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Dear Dr. Faith,

Help! I have a performance appraisal coming up with a direct report and I'm very unhappy with her behavior. She's worked for me all of six months and is a high performer. But her ‘better than thou' attitude is agitating everyone on my team. I'm worried about telling her the harsh facts. She has great technical skills but absolutely no sensitivity to people. How do I deliver the message without losing a good performer?

 

Dear ‘In-a-Bind'

First reframe ‘giving negative feedback' in your own mind. What you're about to say is the kindest, most helpful action you can take when someone's actions are thwarting their career success. Let her know you want her to succeed. Ask if she's open to talking about a behavior you see that's impacting her performance. Simply say; "Are you willing to talk about a behavior (or attitude) that I believe is affecting your performance?" Once you gain agreement, describe one or two specific behaviors and the impact on others. Let her know you assume she's not doing this intentionally. Be prepared for a reaction. Let her vent. Then brainstorm and agree on new behaviors going forward. Finally, let you know you're on her side and willing to support her progress.