As You Like It?or Not: A Customer Service Parable in One Act

Scene ? A small business somewhere in the middle of your town, perhaps in the middle of America. It?s the middle of the week, in the middle of the day. The owner of the business is in the middle of something that appears to be business-like.

A middle-aged customer has taken time out of the middle of her day to visit this business to purchase some items for her home in a rather middle-class neighborhood.

She enters and stands right in the middle of the store, by the middle of the check out counter, waiting to get the attention of the store owner.

Customer: Ahem.

Owner: Yes? Would you like to purchase something?

Customer: Well, I?m not really sure. I had a few questions about a few items.

Owner: Oh, I?m sorry, I can?t help you right now. You see I?m quite busy. If you want to purchase something, I can certainly help you, but questions are a very different matter.

Customer: Um?I can?t purchase anything until I get the answers to my questions. Now, this item here?does it require batteries, or is it solar powered?

Owner: I can?t help you with that right now. If you have a question, you?ll have to come back at 3 p.m., and then I?ll be more than happy to help you. Otherwise, you can purchase the item you want, and if it isn?t what you want, you can always return it.

Customer: Well that would be a waste of your time and mine. I just need a simple answer to a simple question? Batteries or solar powered?

Owner: Look, it?s 1 o?clock. I?m already wasting a lot of time on this conversation when I have other things planned. If you can just come back in two hours I?d be more than happy to answer your question. I only answer questions between 3 and 4 p.m. each day.

Customer: You?what?

Owner: It?s a time management thing. I find it more effective for me if I allocate all customer service to one hour each day. Otherwise I have customers breathing down my neck all the time and I can never get anything done! Like right now, I?m doing inventory, and you?re making me lose count.

Customer: Only one hour a day?? Wow, I think I?ll?

Phone rings

And rings. And rings.

Customer: Uh?aren?t you going to answer that?

Owner: Answer what?

Customer: Your phone. It?s been ringing for some time.

Owner: Oh, that! Ha. I didn?t even hear it. No, I only answer the phone between 10 and 11 a.m. each day. Saves time and headaches.

Customer: Oh. I see?and what if it?s something important? What if a potential customer has a question?

Owner: Well, they can always leave a message and I?ll get to it tomorrow.

Customer: But it never went to an answering machine.

Owner: Oh, well, I don?t have an answering machine. I pay someone to answer my phone for me. Kind of like an answering service.

Customer: But, I don?t think they picked up. It just rang and rang. Where are they?

Owner: Well, they only answer at certain times, when they can. I pay them good money for that. I guess they aren?t available right now. But they do a good job. They can answer any questions for me. I think they?re located out in the middle of nowhere, or somewhere. I always forget. But they?re good!

Customer: Well, I called yesterday, and asked them if you had some things in stock, and they told me you did. Only?I don?t see those items here. And I?ve looked everywhere.

Owner: Oh, well they were probably telling you what you wanted to hear. They?re good at that! Saves me a lot of time, though. I don?t know what I?d do if I had to respond to every little phone call all throughout the day. But, if you don?t see it, I probably don?t have it.

Customer: But what if they don?t know the answer to a question a customer has? They just make something up?

Owner: They make do. Sometimes they have to contact me for the answer, but only between 10 and 11 a.m. Otherwise I won?t even take their call. It would mess up my schedule and be a waste of my time. Time is money, you know!

Customer: Yes, I know, and I seem to be wasting a lot of my own time here?

Owner: Well, if you come back at 3 I?ll make sure I take care of anything you need. I?m actually quite a people person and I love interacting with my customers. But at 3; not now. I?m already way behind on this inventory. Thanks for stopping by, and be sure to tell all your friends about us!

Customer: Oh, you can be sure I will be telling everyone I know?

Customer leaves the store, never to darken that doorway again. Owner goes back to doing whatever he was in the middle of doing, and not surprisingly, has since had more than enough time to take care of things like inventory and balancing the books, which, also not surprisingly, have become increasingly less time consuming.

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Tagged as: customer service, listening, monitoring, small business

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Research offers new clues to prevent infection in cardiac devices

Public release date: 10-Apr-2012
[ | E-mail | Share ]

Contact: David Garner
david.garner@york.ac.uk
44-190-432-2153
University of York

Bacteria such as Staphylococcus aureus, the 'superbug' behind MRSA, can be a major problem for patients who have a medical implant, such as a replacement heart valve or pacemaker.

Bacteria are able to form colonies -- called biofilms -- on the implanted device, which can lead to wider infections such as endocarditis, a bacterial infection of the heart.

Research led by scientists in the Department of Biology at the University of York has shed new light on how these "biofilm" structures are formed. Biofilms help the bacteria within to avoid attack from the immune system and antibiotics.

Often the only way to tackle the resulting infection is to remove the affected device, which can be a difficult and invasive process.

The team from the University of York, led by Professor Jennifer Potts, included British Heart Foundation-funded PhD student Dominika Gruszka. They found that the bacteria release long, thin protein chains to connect with other bacteria or mesh with other bacterial products. The chains have a highly unusual repetitive structure which could not have been predicted and provides important clues to how they might work.

A similar protein is found on the surface of Staphylococcus epidermidis, another bacterium commonly found in device infections.

Professor Potts, a BHF Senior Research Fellow, said: "This discovery provides an important step forward in understanding how biofilms form. It should help in the development of new ways of preventing infection of cardiac devices by these bacteria."

Dr Hlne Wilson, Research Advisor at the British Heart Foundation, which co-funded the study, said:

"These clusters of bacteria on implanted devices can be a problem for heart patients because they are very difficult to treat with antibiotics. Often the only way to tackle the infection is to remove the affected device, which can be a difficult and invasive process and lead to further complications.

"This discovery is an important step towards improving our understanding of how these biofilms are structured, which could help lead to new treatments or new ways to prevent them forming."

The research, which also involved scientists at Trinity College and the Universities of Cambridge, Huddersfield, Leeds, is published in PNAS Online Early Edition.

###

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?

AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.

Public release date: 10-Apr-2012
[ | E-mail | Share ]

Contact: David Garner
david.garner@york.ac.uk
44-190-432-2153
University of York

Bacteria such as Staphylococcus aureus, the 'superbug' behind MRSA, can be a major problem for patients who have a medical implant, such as a replacement heart valve or pacemaker.

Bacteria are able to form colonies -- called biofilms -- on the implanted device, which can lead to wider infections such as endocarditis, a bacterial infection of the heart.

Research led by scientists in the Department of Biology at the University of York has shed new light on how these "biofilm" structures are formed. Biofilms help the bacteria within to avoid attack from the immune system and antibiotics.

Often the only way to tackle the resulting infection is to remove the affected device, which can be a difficult and invasive process.

The team from the University of York, led by Professor Jennifer Potts, included British Heart Foundation-funded PhD student Dominika Gruszka. They found that the bacteria release long, thin protein chains to connect with other bacteria or mesh with other bacterial products. The chains have a highly unusual repetitive structure which could not have been predicted and provides important clues to how they might work.

A similar protein is found on the surface of Staphylococcus epidermidis, another bacterium commonly found in device infections.

Professor Potts, a BHF Senior Research Fellow, said: "This discovery provides an important step forward in understanding how biofilms form. It should help in the development of new ways of preventing infection of cardiac devices by these bacteria."

Dr Hlne Wilson, Research Advisor at the British Heart Foundation, which co-funded the study, said:

"These clusters of bacteria on implanted devices can be a problem for heart patients because they are very difficult to treat with antibiotics. Often the only way to tackle the infection is to remove the affected device, which can be a difficult and invasive process and lead to further complications.

"This discovery is an important step towards improving our understanding of how these biofilms are structured, which could help lead to new treatments or new ways to prevent them forming."

The research, which also involved scientists at Trinity College and the Universities of Cambridge, Huddersfield, Leeds, is published in PNAS Online Early Edition.

###

---

[ | E-mail | Share ]

?

AAAS and EurekAlert! are not responsible for the accuracy of news releases posted to EurekAlert! by contributing institutions or for the use of any information through the EurekAlert! system.

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Senior Business Development Manager Jobs in United Arab ...

? ? ? ? ?

Date Posted: 2012/04/09 13:06:03
Ref. JB1774534

Job Description

Our Client, a Multi-National Insurance company is looking to recruit a Senior Business Development Manager (Commercial & Retail Lines, P&C, Intermediated) to be based in Dubai

Responsibilities:
Lead and manage team associated with this channel of business.
To prepare and agree, with Head of Business Development/ Country Manager, budgets, projections and action plans in accordance with the Company's strategic plans and regional office underwriting guidelines to drive sales and growth.
Promote and strengthen relationships with International Brokers and supporting Local Brokers.
In conjunction with individual broker, formulate business plans for development of business by class with agreed targets and objectives. Monitor growth and profitability.
Support credit control target as expected from Sales &Distribution.
Deliver on budgeted net growth and underwriting contribution.
Differentiate between good and poor risks and ensure knowledge base increases through the comprehension of underwriting standards.
Generate and analyze internal reports for planning and monitoring purposes both for direct reports and portfolio.
Review performance of service standards and highlight/implement opportunities for improved service standards.
Knowing key people and processes within various the Company's support departments and pro actively engaging them for solutions.

Skills

Skills and Qualifications:
35- 45 Age
Desirable Tertiary education and professional insurance qualification.
Minimum of 5 to 7 years in insurance sales management in UAE/gulf
Sound knowledge of local competitors
strong knowledge of business development for P&C, Marine and retail business via brokers

Job Details

Job Location:

Dubai, UAE

Company Industry:

Insurance

Type of Company:

Employer (Private Sector)

Job Role:

Sales

Joining Date:

Unspecified

Employment Status:

Full time

Employment Type:

Employee

Monthly Salary Range:

Unspecified

Manages Others:

Unspecified

Number of Vacancies:

1

Preferred Candidate

Career Level:

Management

Years of Experience:

Min: 5 Max: 7

Residence Location:

Unspecified

Gender:

Unspecified

Nationality:

Australia; Canada; Great Britain (UK); Ireland; New Zealand; United Kingdom; United States

Degree:

Bachelor's degree / higher diploma

About This Company

At IPF, we believe that identifying the right people is key to the success of any organisation.

The ever-changing business environment in which we operate, need employees who can manage change, rise to challenges and provide leadership. Our executive search services will ensure a good match between employers and the best talent available in the market through appropriate value-enhancing and cost effective strategies. We bring an independent, objective and comprehensive approach advice on market availability and remuneration as well as breadth of management knowledge and information to assist in making the best decision in the selection of talent and jobs for the employers and the jobseekers respectively.

IPF ensures confidentiality of information between the jobseekers and employers.

By delivering excellent results, we build long-term relationships with our clients who are from both the private and public sectors. You will be confident of our ability to provide successful recruitment solutions.

? ? ? ? ?

Date Posted: 2012/04/09 13:06:03
Ref. JB1774534

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Worries over Spain grow as bond yields rise

MADRID (AP) ? Worries about Spain's finances intensified Tuesday as the country's bond yields on international markets rose despite expectations of a new round of austerity measures.

The yield on 10-year Spanish bonds in the secondary market rose to 5.81 percent from 5.74 percent when the Easter break began late last week. The difference between Spain's yield and that of the benchmark German bund was 4.11 percentage points, the highest since the new government took power in December.

The increase in the yields was due both to wariness over Spain's ability to cut debt as well as a drop of confidence in wider global financial markets following weak U.S. economic data on Friday. When international investors are concerned about global growth, they pull back from risky assets, such as Spanish government bonds.

Spain is under intense pressure to show it can rekindle economic growth and cut its budget deficit to avoid becoming the next eurozone country to need a bailout. The unemployment rate is nearly 23 percent and the economy is back in recession ? it will contract 1.7 percent this year, according to the Bank of Spain.

On Monday evening, the government announced another ?10 billion ($13 billion) in savings on education and health spending as well as an accelerated program to sell off companies in which the state holds majority stakes.

Economy Minister Luis de Guindos insisted market volatility and rising bond spreads would not cause the government to "veer off course" as it undertakes painful reforms.

"The government knows how to get through the current difficult situation," he told a breakfast of business leaders.

The new center-right government has committed to the ambitious task of reducing the budget deficit from 8.5 percent of GDP last year to 5.3 percent this year and 3 percent in 2013.

Last month the government unveiled an austerity budget with ?27 billion in tax hikes and spending cuts this year. But the blueprint has to make its way through parliament and is not expected to be passed until June.

Finance Minister Cristobal Montoro said one of the goals of the savings measures announced this week is to crack down on what he called 'abuses' in the health care system such as other Europeans visiting Spain to use its health care services or subsidized prescription medicine.

He told Spanish National Radio the reform of the health care system would be ready in two weeks. It has to be discussed with the 17 semi-autonomous regions, which receive money from the central government but have jurisdiction over how health and education money are spent.

Meanwhile, Bank of Spain Governor Miguel Angel Fernandez Ordonez warned in a speech Tuesday that the reforms undertaken so far by the government were insufficient and more needed to be done.

Ordonez said that unless the economy improved, Spanish banks ? which are heavily exposed to a burst real estate bubble ? will need more capital. Fernandez Ordonez said a strong recovery was unlikely in the short term.

The government has already instituted a reform that will require banks to come up with an estimated ?50 billion ($65 billion) in provisions to cover real estate holdings, many of them overvalued.

Spain's main stock index, the Ibex 35, shed about 1 percent in morning trading after suffering sharper losses on the open.

___

Ciaran Giles contributed to this report.

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Tim Tebow Draws Thousands to Easter Sunday Church Service

Whatever you think of Tim Tebow, you can't doubt his sincerity.

On Easter Sunday, nearly 15,000 worshipers flocked to Celebration Church in Georgetown, Texas, to hear the newest New York Jet speak at that morning's service.

Churchgoers gathered in fields for a music-filled outdoor service, with people flocking from miles around to hear and see the deeply devout Christian football star.

During the service, the former University of Florida star turned NFL sensation, who was recently traded, joined the pastor on stage for a 20-minute interview.

"It's OK to be outspoken about your faith," said Tebow, the son of former Baptist missionaries who became known for wearing Bible verses on his eyeblack.

Tebow good-naturedly talked about the craze known as "Tebowing," noting that he's done it for the past seven years now and doesn't mind being parodied.

It means prayer is being talked about, he says, which is what matters.

Tebow recently reached out to the church's pastor, Joe Champion, about visiting his congregation, and Easter Sunday happened to the best date for the football star.

On a typical Easter, the church attracts about 10,000 people, Champion said. So Tebow proved a big lure for people who would otherwise not have come.

"In Christianity, it's the Pope and Tebow right now," Champion told the congregation on Sunday morning. "We didn't have enough room to handle the Pope."

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Daily Business News - MH Marketing Sales Management

Long-time MH industry member and state association executive Chelu Travieso passed away March 30, 2012 in Orange, California. A native of Cuba, Ms. Travieso served as a trade association executive representing MHC owners and managers, as well as with non-profits to promote the industry through education since she began in 1983. She received numerous awards for her dedication to the industry. MHProNews sends its deepest condolences to her family.

(Photo credit: DignityMemorial)

Categories: Manufactured Homes, News Item, People Tags: chelu travieso, cuba ms, dedication, deepest condolences, education, industry member, long time, MH industry, non profits, orange california, passages, state association executive

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