Welcome to my Blog. This is a place for us to share ideas on negotiation techniques and other ways we can improve our lives by learning new skills and looking at the world in a different way.
January 09, 2009
I've moved! Check my new blog at andrebello.com
I've moved! I decided to start fresh for 2009, so this blog will not be updated in the future (it was pretty much cobweb before anyhow) Come over and check my new blog at andrebello.com .
Posted by andre at 06:39 PM | Comments (0)
December 27, 2008
Give More, Get More! | Module 1 | An Introduction: Beyond Win-Win
Master negotiators understand that great deals can only be found by uncovering and recognizing hidden value. Learn more about distributive and mutual-gains negotiations. Discover how most deals have more value than you think.
Click here or the image below to view the introductory module of the "Give More, Get More! Negotiation Series."
Posted by andre at 11:33 AM | Comments (0)
February 22, 2008
Preview "The Sword & The Spirit: A Negotiation Tale"
Posted by andre at 12:41 PM | Comments (0)
July 24, 2007
Service Recovery Made Simple
It was 11:15 a.m. I circled the block looking for a parking space, wondering if I should abandon my downtown mission to buy a replacement watch strap. After all, 45 minutes was enough time to get my stuff, weave through traffic, and make my 12:00 meeting? Wasn’t it?
As I walked out of the car park, the attendant gave me thumbs up signal, and I patted my pockets, hoping that I would feel some cash that I knew I didn’t have. I walked past three ATMs and headed to Victoria Mutual Building Society, on Duke Street, Kingston (VMBS). It was a pretty routine thing. I put my card in the slot, followed the instructions on the screen, and within minutes, my transaction was complete, except for one small detail. There was no cash.
As my forehead furrowed and I wondered what went wrong, I suddenly heard a voice behind me, “Did you get your cash?”
I looked around to see a beaming smile in a VMBS uniform. “Mr. Bello, how are you goin?” she asked, “I see the ATM is giving you some trouble. Here, give me your card let me see what went wrong.” Within seconds, she was leading me to the circular counter at the branch’s entrance. A couple finger-taps on her keyboard and she updated me, “It seems that although you didn’t get your cash, our system has it recorded as a transaction. Let me get you a withdrawal slip and we can get the cash at the teller.”
She must have noticed my perplexed look as she continued, “Here’s your account number.”
“Rescued!” I thought. I have no idea what my account number is.
I filled out the form. I looked up wondering, “What next?” I was enjoying this ride. What was Tricia going to do next? (I later got her card and full name, Tricia Mills) I would have been satisfied if she pointed me to the next available teller. Instead, she walked me over to the counter, called over a CSR to the wicket, and handed him my slip. He smiled, and asked, “Do you need any small bills?”
‘Sure,” I replied, “I need to pay for parking.”
As my cash was being counted, I turned to Tricia and asked, “Is this how you normally treat clients in this branch?”
She answered, “From our position in the front, we can keep a good eye on anything that looks unusual. You came in to use the ATM, so clearly you’re in a hurry. Our job is to get you out of here as quickly as possible.”
I can safely say that I very rarely have “WOW” moments when doing business in the Caribbean. This one however, tops my list. As I left the branch with my cash in hand and a smile on my face, I reflected on what had just happened:
• Something actually went wrong with my transaction, and it could have easy been a negative experience
• Tricia was attentive to the situation and recognized the problem immediately
• Her response was immediate and pro-active
• She followed the recovery to the end and took ownership of the problem
• She was sensitive to my underlying interest of getting the transaction done quickly
I could not have scripted a better customer experience, and would really like to commend Tricia, and her colleagues at VMBS for walking the talk of exceptional service.
Posted by andre at 01:29 AM | Comments (0)
March 26, 2007
Short and Sweet!
I just bought my wife some Merrell shoes at Nordstom. I'm in Miami and couldn't reach her on the phone to get her exact shoe-size for this brand. I asked the guy who was assisting me, "Do I need to keep the box in order to exchange them if they don't fit?
"Absolutely not," he replied. "Just bring them back and we'll change them for you."
"How many days do I have in which to make the exchange?" I asked.
"Forever," he said with a smile.
WOW!
Posted by andre at 03:42 PM | Comments (0)
