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Colette Burnett
Executive Board Member at Dream Academy Trinidad and Tobago
Colette Burnett is the Founder of the Global Food Warrior movement that is intent on making Food Security possible in one community, city, and nation at a time. Colette is an innovator...
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- sustainability
- mobility
- oil
- gas
- persuasive
- conversation
- building
- curiosity
- change
- management
- entrepreneurship
Meet the mentor
TALK SHOW VIDEOS
Tricky Workplace Situation Handled
- If you lose your place or get nervous you can derail since without recalling the content in the exact order it is written in the speech, it would be hard to regain your composure. I would suggesst knowing the content extremely well instead of memorizing then you truly know the details of the speech in random order, one can then pull from that set of materials to fit anywhere in the speech
- Makes us more innovative. We can consider out-the box options as we scan the market for changes and trends.
- Lack of information easily accessible. Short time span for selecting or vetting solutions. Opposition to your position or suggestions from leadership
- When In banking my branch installed more ATM's, I trained staff in the new technology ahead of launch and we created a FAQ for our team that the company then installed on the website. In my business, we would switch up marketing strategies based on industry climate by polling customers regularly. When recognizing a negative trend in service levels at similar establishments, my team honed in on improving our service levels instead and was able to draw and retain huge market share as a direct result
- I think of how adaptive a business owner must be to find success with any new venture, I teach it as a coconut tree in the wind too, that if you remain pliable in the face of heavy wind, you never break, so prepare by digging deep roots, a solid foundation and build your team with the need for flexible and innovative ways of managing the breeze or the storms
- I would feel so frustrated and its confusing to me. I needed him to speed up. very simple request but it became so confusing
- They try to sell you the most expensive plan every single time. they make it sound like it's the best thing! They talk fast and use technical jargon that is unfamilar to me.
- We could lose the sale or even impact the company's reputation.
- He did not get to know his customer's needs before suggesting the best option for the customer and instead gave very poor service.
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- A customer once had a delivery done from one of my restaurants and when the food arrived it was particularly messed up in the container because apparently the delivery driver had a spill and neglected to check the food and still delivered it to the the customer. The customer took a pic of the food and made the most negative public post stating that the food from our restaurant was not fit for a dog to eat. WIthin minutes, other customers of ours online had seen the post and started posting comments to the contrary and in fact praising the presentation which was usual forthe brand. My team stepped in, and called the customer - listened to her complaint and valid disappointment - then spoke with the delivery driver and figured out the story, apologized and sent her a new order all lovely and well-presented. After the incident she posted a retraction online and then went on to become our number one fan!
- I mirror their words in my response to ensure understanding of their request. I maintain eye contact
- Increased sales since the customer feels heard and thus taken care of which ups customer experience which creates happier customers who are fans and those are the people who stick with your brand over time.
- My most profound learning on active listening came as a result of a conversation a the kitchen table where my mom, my sis and I sat and my mom launched into a story. at the end both my sister and I had herd two differnt names in the story and came out with two different responses to which my mothere was just confused. I had heard her say my uncle's name, my sister had hera a friends name, she insteand had been reffering to my dad!! One name, misheard changed each of our perception of that story. How many times does that happen and we never even know? This is why I say we have two ears and one mouth for a reason :)
- Diversity increases the number of different perspectives that help shape a company, thus broadening the company's understanding of their potential clients since their clients are a broad spectrum of people.
- IT makes it more inclusive and so relatable and thus saleable
- Poor management, Poor working conditions.
- Having worked in the banking industry for 20 years, I saw this work for the branches we managed throughout Brooklyn NY. Brooklyn is the most diversed Borough in the world, with Russian communites next to Hasidic Communities right next to Caribbean communities; and so the staff at the branches in these communities had to be just as diverse as the clientele. So the staff, in some cases, spoke 3 or four different languages. And eventually, the best time of the day came to be lunch time, when team members would bring traditional dishes from their home countries for each other to sample. I loved it!
- She did not listen or ask questions for clarity
- Engage the customer in discussion to better understand the customer's experience before jumpin to the company policy. It could lose you a loyal customer
- I could have saved my reciept! I should have checked the store policy before I bought the item
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- If you consider the person like yourself you cannot go wrong.
- You want the customers experience to be pleasant so they return often
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- A smile always saves the day. I have found there is nothing inthe world that can leave you unaffected by a genuine smile
- What are our current overhead costs? Have a complete list available. What are the costs we can eliminate without significant impact to the business? What elements of our costing structure has been duplicated and thus can be eliminated?
- Not enough return customer sales is our issue. We need to figure out why we are not resonating with customers highly enough to increase our return customer rate. What is our marketing saying and is it the right message? Are our products well suited to our market and if so do we tell the story well enough? Adjust our marketing to encourage returned clients. Create incentives for return and blast these. Observe and analyze results.
- I usually discuss the breakdown of a car just as you are about to leave for work, you can sit and guess at the solution or you can open up the hood and diagnose if you are a qualified mechanic for your business you can pop the hood and look into it, you need to be a mechanic for your business or else you will fill up the gas tank when its already full or think its the oil when its really the gasket
