Steam Loco
Steam Loco
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 CHICAGO NORTH WESTERN RAILWAY COLLECTION 1900 1960 SCRAPBOOK STEAM LOCO PHOTOS  US $1,295.00
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 NP CLASS Q 6 4 6 2 STEAM LOCO TENDER 4 DRAWING SET US $186.64
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 Atlantic Coast Line Railroad Steam Locos Ships Prince US $110.00 |
 Western Pacific Steam Locos Passenger Trains Cars US $100.00 |
 Union Pacific Loco 837 4 8 4 Steam near Borie WY 1957 35mm koda slide 147o US $36.99
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 1945 TRAINS ALBUM OF PHOTOGRAPHS STEAM LOCOS I 7284 US $30.00
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 Canadian National 3254 Steam Loco Giclee Original Digital Watercolor on Canvas US $29.95 |
 Book Steam Loco Coaling Stations TLC Out of Print US $25.99
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 Steam loco No 241 being put back together back on trac US $20.99
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 Colorado Railroad Book Steam in the Rockies DRGRR Loco Roster 1st Edtn 1963 US $20.00
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 1955 Topps RAILS SAILS Steam Loco New Zealand Government 18 PSA 7oc US $19.99
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 Atlantic Coast Line The Dixie Flyer Steam Loco Art we US $19.88
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 Pennsy Streamliner Monster Steam Loco Pen Ink US $19.88
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 Pennsy M1 Mountain Class Steam Loco to Altoona Pa US $19.88
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 DRGW RR Steam Loco below Marshall Pass at Shawano CO US $19.88
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 Great Northern Montana High Stepper Steam Loco Art we US $19.88
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 Pennsy Q 2 Duplex 4 4 6 4 Monster Steam Loco Pen Ink US $19.88
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 Erie Railroad Steam Loco Hamburg New York Defunct RR US $19.88
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 DRGW RR Steam Loco at Flanger Pass Bridge Colorado US $19.88
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 Canadian Pacific RR Jubilee Passenger Steam Loco Art we US $19.88
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 Rayonier Inc Lumber Camp Steam Engine Loco rr exhibit US $19.88
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 Southern Railroad Steam Loco on Saluda Grade NC Display US $19.88
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 Milwaukee Road Steam Loco S2 at Crow River Minnesota US $19.88
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 Lake Tahoe Railroad Narrow Gauge Steam Loco Display US $19.88
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 Pittsburgh Lake Erie RR at Port Perry PA Steam Loco US $19.88
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 Colorado Southern RR at Dillon Depot CO Steam Loco US $19.88
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Five Steps To Improved Customer Service
Ooooooh, I was not happy...
A few weeks ago, I terminated a business relationship. After I'd explained why I was upset, the response I received from the other person fell fully flat- - actually, it only confirmed my call to part company with a top marketing firm.
But that experience got me thinking: did it need to be that way?
I suspect the relationship might have been saved, and that is the point of today's article. Here is a useful approach for you to try next time you're face to face with an annoyed client, customer, or colleague.
A 5 step-solution for soothing the savage purchaser
1) Get Your Bearings
The first thing you want to do when challenged by an annoyed individual is to recognize the world around you has changed. That's right- - you may not have moved an inch, but trust me, Dorothy, we are not in Kansas any more. The train has left the station, and you've been hijacked by the mayor of Crazytown.
"People simply do not think when they are angry", my Grandmother would say, and she was absolutely right. Step one in salvaging the relationship is to recognize the incontrovertible fact that the person you're dealing with has temporary insanity, and like it or not, they have brought you along for the ride.
2) Stay On the Train
So here you are, barrelling down the tracks with your angry customer, client, or colleague, and they are stewing. They're broiling. They're seething.
At that point, the other person is altogether self-interested. Your feelings & point of view are utterly unimportant to them. So not only are you stuck on a runaway train to Crazytown, but the conductor has lost radio contact, too- - they can't hear, see, or feel anything from the world outside.
Your first desire is to protect your viewpoint. When you are being attacked, you'll be wanting to jump off this steaming "loco"motive, put your foot down, and stand your ground.
Don't do it.
Stay with them. Ride it out. You can turn this train around- - but you've got to keep your wits about you.
3) Channel Bill Clinton
You're at a critical juncture. Most relationships with an angry person derail here, for one simple reason- - in all of the uproar, it's not difficult to drop the one thing that can save you both: an emergency supply of empathy.
What do irritated people need, more than anything? To feel understood.To feel that their opinions have worth.
As straightforward as that is, it's hard to remember when we are being attacked, as we don't see things from their perspective. Our natural desire is to get defensive & rationalize ourviewpoint. Instead of crossing the bridge of empathy into their world, we retreat into our own.
But empathy is so powerful, and so effective, that it can stop a runaway train. The conscious choice to ride next to the other person's view is what folks like authors Daniel Pink & Jeb Blount are touting as the new competitive advantage. Empathy is such an amazing force that it even helped propel Bill "I feel your pain" Clinton to the pinnacle of power, the presidency of the United States.
And at long last, here's some excellent news. The directions that come with your emergency supply of empathy are not difficult to follow: just tell the individual that is out-of-sorts that if you were in their shoes, you'd feel precisely the same way.
Say it with definite honesty. When you think about it, that is the most genuine, logical, self-apparent thing you can say: if you were in their shoes, you would feel exactly the same way, wouldn't you? !
So say it, mean it and then shut up.
4) Coast
If someone is upset, they simple need to let their outrage run its course. Step aside and let 'er roll, my friend.
They have got a certain amount of coal in that locomotive- - you do not know how much- - and they need to burn through it. Let them say their piece. Do what you can verbally & non-verbally to show that their feelings have validity, and for heaven's sake, don't give them more fuel by defending yourself. Just let them burn off steam, and you will feel the train's pace becoming slower, and slower and slower.
5) Throw the Switch
Once things have settled down in the boiler room, you can gently throw the switch that will shift the train on to a more favorable track.
Start by quietly telling the angry person that you are really sorry this happened to them. Tell them that you wish that this was something they did not have to go through (once more, when you stop to consider it, isn't that the truth? Don't you wish they hadn't had the experience that set the "loco"motive barrelling down the way, if only so you wouldn't have had to go along for the ride? Of course).
Then, when the time is right, just ask a direct question:
- What should we do now?
Or, if you would rather not to leave it open-ended, simply say:
- I want to make this right for you. Would you be open to [insert your proposed solution here]?
When you choose this course, you've given someone that was feeling impotent, irritated, & angry a crucial gift: a sense of respect and a chance to regain control.The majority of the time, most folks will reply in a way that leaves you nicely surprised.
I am convinced this approach would have helped me when I was upset a couple of weeks ago, had my co-worker used it advantageously. So next time you are confronted by an annoyed individual, give it a try- - I believe you'll find that it can often help you arrive at a happier destination, too.
Marie Elwood is a Christian marketing consultant who runs Increased Results, an Atlanta marketing consulting company.
Chasing the Union Pacific 844 Steam Locomotive