Publisher's Note
| Calendar of Events | Creating a Personal Brand
Innovations & Inspirations | Problem Solvers

 

Publisher's Note

What a Difference a Year Makes

It's only early in the year 2006 and what a year of change it has been already!

As I write this, we have just completed a truly new and unique experience, as the International Balloon Association's very first (IBA) Balloon & Party Convention took place March 9-12, 2006 at the Donald E. Stephen's Convention Center in Rosemont, IL.

You may ask, "What's so new about a balloon convention?" Well, to be sure, it's a very good question. What was different about this event is the IBA was the hosting organization. People participating in the event were DELEGATES within the IBA organization, not just paying attendees. Their ideas counted to make this convention better as they truly have a stake, a vested interest in the convention's ongoing success.

The IBA is fast becoming the singular voice for the balloon industry. Its lofty goals are:

  • To increase communication within the industry
  • To perpetuate the industry
  • To enrich member business and marketing skills
  • To increase awareness of current industry issues
  • To continue to seek other services for productive benefit of the membership

The International Balloon Association is a non-profit trade association for balloon decorators, retailers and entertainers, as well as distributors and manufacturers of balloons and balloon accessories, and other support products found in the balloon industry.

And there is what is so refreshing and matchless within our world. A non-profit group has become the industry watch dog, the trade educator, the one voice speaking for an entire group of people on all levels of participation – from manufacturer to distributor to end user.

My friends, the business of balloons has NEVER had a chance like this to organize, educate and advance our entire industry for each and every one of us within its realm.

2006 is THE year for change for the better and I hope you are all on board as members of the IBA. Share in the voice and winds of change. Make a difference in your professional life.

Want to learn more? Go to www.ibaonline.net for more information about the IBA and everything new and exciting in the balloon world. With your help, there will be so many more good things to come for our industry.

Get involved! I did. As 2nd Vice-President of the IBA I have challenged myself to help make a difference in our industry. It is all within your reach to do the very same.

BALLOONS & Parties Magazine will be there, as well, every step of the way. The big question is – WILL YOU?

Mark Zettler, Publisher
BALLOONS & Parties Magazine
201-441-4224
mark@balloonsandparties.com
www.balloonsandparties.com
   
Proud Member - ISES
The International Special Events Society
Past-President, NY Metro Chapter
www.isesnyc.com

Member - IBA
International Balloon Association
2nd Vice-President
www.ibaonline.net

Member NNJQBN




Calendar of Events

April 30-May 2
Variety Merchandise Show
Atlantic City, NJ, 800-421-4511, 310-396-6006
www.merchandisegroup.com

May 8-14
National Coalition of Black Meeting Planners
Louisville, KY, 202-628-3952
www.ncbmp.com




Creating a Personal Brand
By: Laurie Brown

When David was a small boy his father asked him, "What do you want to be when you grow up?" David thought about it for a minute and answered, "I don't know what I want to be, but I know that I DON'T want to be a salesman."

"That's too bad," his father responded. "Because, whatever you WANT to be, you HAVE to be a salesman." It is so true. People are always selling. They sell their products, their services, their ideas and most importantly, they sell themselves. No matter what you do for a living, you are a salesperson.

So what will help someone succeed in this world of "sales"? Let's take a look at how branding can help you sell yourself more successfully.

What is a brand? It is simply the emotional reaction and attachment that a customer has to their total experience with a company, product or service. Judgments about brand are created in the hearts and minds of customers.

Corporations understand the importance of branding. In this very competitive marketplace, it is more critical than ever that they differentiate themselves from their competition. Success depends on being visible; standing out and rising above the crowd. Managing their brand allows companies to grab attention and gain a hold on the hearts and minds of their customers.

But, you may be thinking, how can someone maximize their brand as an individual? How can a person harness the power of brand, to help them stand out from the crowd-to demonstrate the value they add? A personal brand provides a person the same benefits as a corporate brand. Your brand is what you represent; what you stand for in the hearts and minds of others. It is not posing, pretending or posturing. It is about who you are every day consistently, and who you are working to become.

As you attempt to manage your personal brand, remember that everyone makes split second decisions about the world and the people with whom they come in contact. While you are taking in data and forming opinions about the people around you, they are doing the same. The way you dress, what your business card says, your tone of voice, your body language, your work ethic and the words you use. These all form mini impressions in the hearts and minds of others. These impressions are brand touch points, and collectively they form your brand image. You need to remain aware of and responsive to how your everyday actions create the impressions others have of you, so you can constantly shape your brand to maximize your value.

Regardless of where you are in the development of your image, there are five areas that you need to focus on:

1. How you look

Whether you like it or not, you are judged on your appearance. The moment you walk into a room, people's mental checklists come into play. Are you well dressed? Check. Is your hairstyle both flattering and contemporary? Check. Do you look well groomed? Check. Do you look successful? Check.

Many free spirits have said, "I'm not concerned with shallow things like clothes. My clothes express my personality." Yes, they do. But think about what message you're sending about yourself. Is your message, "I don't care what you think?" The key isn't having the most extravagant wardrobe; it's taking the time to look appropriate for the setting and situation.

You want to be judged on merit; but if you don't make a positive physical impression, you may never get a chance to impress others with your knowledge and skill.

2. How you communicate

No matter how wonderful your physical impression, you have to support it with good communication skills. Have you ever watched a presentation given by someone who is slump-shouldered, can't look you in the eye and bores you to tears with their lack-luster voice? Don't let that be you.

Your body language needs to say that you are confident and relaxed. Good posture and appropriate gestures say that you are sure of what you're saying and enthusiastic about your topic. Comfortable eye contact says that you believe what you're saying. Varying your vocal tone, pitch and pace says you are motivated to keep the person you're talking to interested and that you are worth listening to.

Your vocal skills are even more important when communicating on the phone because the person on the other end doesn't have the benefit of visual input.

3. What you do

You can promise people the world, but if you don't follow through, your promises are meaningless. For example, you can assure someone that you make it a practice to always be on time; but when you show up late you are sending quite another message. Your actions don't match your words. Though people may not notice when you are punctual, every time you are late you leave a negative impression. The message received is that you made the person you are meeting a low priority, whereas showing up on time or a little early indicates that you consider that person and the time you will be spending with him very important.

This attitude goes beyond punctuality. You need to be seen as someone others can count on in a pinch. Ask yourself these questions:

  • Can you be depended on to follow through no matter what?
  • Are you the go-to person who consistently gives more than is asked for?
  • Are you able to multi-task with grace?
  • Is your word your bond?

Answer Yes to these questions, and you will deserve the confidence you're seeking.

4. What you know

You probably don't like to appear to be bragging about your accomplishments. No one likes the guy who flaunts his fancy degrees and financial successes. However, that's a far cry from sharing the very things that qualify you as an expert on something. If you're asking people to believe that you know what you're doing and/or to take your advice, you need to tell them why their confidence in you is justified. What makes you qualified will vary with what you're trying to do, sell or teach. Perhaps it will be years of experience, a long and/or varied job history, an advanced education or a depth of research. The key is in giving your listener the information needed to make an informed decision.

5. How you reach out

Letter writing is an art. You need to make your communication compelling and effective. People will also want to do business with you based on what they see on paper.

Although e-mails are intended to be less formal methods of communication than written letters, you still have to be aware of proper e-mail etiquette, which includes correct grammar, spelling and punctuation. Mistakes in these areas make you look unprofessional or uneducated.

Something as small as your business card can have a big impact how you are viewed. When you hand someone a tattered card that has writing on the back, you are leaving an impression that you are not prepared to do business.

Remember everyday you have the ability to either support your current brand or enhance its power by supporting these five brand touch points. Create a powerful image that sells.

Laurie Brown is an international speaker, trainer and consultant who works to help people improve their sales, service and presentation skills. She is the author of The Teleprompter Manual for Executives, Politicians, Broadcasters and Speakers. Laurie can be contacted through www.thedifference.net, or 877.999.3433, or at lauriebrown@thedifference.net




Innovations & Inspirations




Balloon artists take note!

The 7th Annual Balloons Around the World is happening again! This year, we'll be celebrating on or about Wednesday, October 4th. If you're not familiar with the event, it's where balloon sculptors, twisters, and artists take an hour or more out of their schedule and donate their talents to a good cause in their community.

Artists register on line at www.balloonsaroundtheworld.com. That way, people (and the media!) can log on and see how people are volunteering their time. It's always inspiring to see what people come up with! It's all free. No one gets paid. People who participate get a free Official Artist button. Good causes get great entertainment, and sometimes even donations that come in as part of the fun. It's a great way to give back to your community and showcase your talents, since it's a great "hook" for your local newspapers, TV, and radio people. The idea of hundreds of balloon artists taking part in the event in most of the 50 states and all around the world is somewhat notable.

If you need more information, please check out the home page or e- mail Jeff Brown, jbrown@alaska.net with any questions.

Have fun!

Jeff Brown
Juneau, Alaska




Betallic is very proud to announce the launching of their newly designed website. Above details the many different ways you may search their site for every single item currently offered. Please take a moment to browse through the site – as I am sure you will be impressed. It will be a very resourceful tool when you are trying to locate specific styles, messages, themes, etc that we offer. Call me if you have any questions. I look forward to hearing your feedback. Take care and Happy New Year!

Sincerely,
Celeste Walker
Senior Account Manager
Betallic, LLC
1-800-325-0185




URBAN EXPOSITIONS TO LAUNCH
NEW MIAMI BEACH GIFT SHOW AUGUST 26-29, 2006
AT MIAMI BEACH CONVENTION CENTER

Urban to Reinvent, Relocate, Rejuvenate Miami Gift Show Formerly Held at Miami Merchandise Mart/Sheraton Centre ATLANTA, GA (February 17, 2006). Responding to changing business conditions at the Miami International Merchandise Mart/Sheraton Center, Urban Expositions has announced plans to relocate and revamp the former Miami Gift Show, which had been held at that site for the past eight years.

Renamed the Miami Beach Gift Show, the new semi-annual exhibition will expand and move to the Miami Beach Convention Center beginning with the August 26-29, 2006 edition.

"In recent years, the Miami Mart has shifted from a trade building to a more public venue. This changing business landscape has made it very difficult for us to ensure the wholesale integrity of our trade-only gift show," explains Doug Miller, president, Urban Expositions. "By relocating to the Miami Beach Convention Center, we will be able expand the show, take advantage of a state-of-the-art-facility in the wonderful South Beach setting, and foster a show environment that most effectively meets the needs of South Florida's tremendous retail audience, as well as our important Caribbean and Latin American retailers."

Located in the heart of South Beach, the Miami Beach Convention Center offers an ideal setting for a gift show. Known throughout the world for its exciting nightlife, fine dining and hotel accommodations, Miami Beach presents an unrivaled visitor experience. More than four times the size of the former Miami Mart/Sheraton Center exhibition space, the state-of-the-art Convention Center itself offers unlimited expansion opportunities for the show, as well as easy move-in and move-out accessibility for exhibitors, a convenient, consolidated show floor for attendees, a telecommunications and networking infrastructure and more. In addition, Urban Expositions has negotiated discounted hotel rates in the Miami Beach area for added exhibitor and attendee convenience.

"There is an absolute need for a vibrant South Florida gift show and this relocation opens up countless doors for us to take the Miami show to a whole new level," adds Miller. "A number of other shows serving other industries like swim and footwear moved from the Mart to the Convention Center over the years and have grown significantly as a result. We're confident this move will offer tremendous growth opportunities for the Miami Beach Gift Show."

Set to debut with more than 500 booths, the new and improved Miami Beach Gift Show will showcase products in virtually every category, including general giftware, decorative accessories, aromatherapy, greeting cards, paper goods and social stationery, tabletop, destination, resort and tourist merchandise, logo products, shell items, jewelry/fashion accessories, toys and games, gourmet, garden gifts and much more. The show will also feature a special section of jewelry and fashion accessories available for immediate delivery to the trade.

In addition to product, prospective attendees will have the chance to take advantage of free educational seminars and a host of special buyer incentives including Sunday Show Specials, Free Freight Monday and others.

Show Hours:
Saturday, August 26 10 a.m. - 6 p.m.
Sunday, August 27 10 a.m. - 6 p.m.
Monday, August 28 10 a.m. - 6 p.m
Tuesday, August 29 10 a.m. - 3 p.m

The January edition of the Miami Beach Gift Show will be held January 4-7, 2007. For exhibitor information, contact Donna Guess or Marjorie Richardson, Urban Expositions, 1395 South Marietta Parkway, Building 400, Ste 210, Marietta, GA 30067. Phone - 678.285.3976 and fax - 678.285.7469. For show information or to pre-register, attendees call Stephanie Buice at 678.285.3976, email at sbuice@urban-expo.com or visit www.urban- expo.com.

Urban Expositions is the leading producer of regional gift, souvenir and resort merchandise shows. Other Urban Expositions include the Grand Strand Gift & Resort Merchandise Show in Myrtle Beach, SC, East Coast Resort Gift Expo in Ocean City, MD, Philadelphia Gift Show, and other shows in Orlando, FL, Las Vegas, NV, Virginia Beach, VA, Panama City, FL and Galveston, TX .




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Via Fallena 5, 03034 Casalvieri (FR), Italy
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e-mail: info@rifcomachines.com | http://www.rifco.it

 

 




GUESS PROMOTED TO VICE PRESIDENT
OF URBAN EXPOSITIONS:

Atlanta-Based Trade Show Company Also Announces Additional Staff Appointments

ATLANTA (February 16, 2006) - Urban Expositions has announced the promotion of Donna Guess to Vice President of Trade Shows. In the newly created position, Guess will oversee sales and operations for 13 out of 21 Urban Expositions, including the semi-annual Miami Beach Gift Show, Orlando Gift Show, Orlando Jewelry & Accessories Expo; Las Vegas Souvenir & Resort Gift Show, Galveston Gift & Resort Merchandise Show, The Gathering, Panama City Gift & Resort Merchandise Show at Destin/Ft. Walton Beach, East Coast Resort Gift Expo, Grand Strand Gift & Resort Merchandise Show and Virginia Beach Gift Show.

Guess joined Urban Expositions in 1996 as a sales associate for the Philadelphia Gift Show. She also provided sales and operations support for a number of other Urban Expositions' shows before being named show director of the Miami Gift Show in 1998. In 2002, Guess was promoted to executive director of Urban Expositions' Florida division, in which she coordinated sales and operations for the Miami Gift Show, Orlando Gift Show and Panama City Gift & Resort Merchandise Show. Guess came to Urban Expositions from the Atlanta Market Center (AmericasMart), where she served as director of contract administration for 17 years.

"Donna's successful tenure as a sales director and show manager with Urban Expositions makes her the ideal person for this position," said Doug Miller, president, Urban Expositions. "She has extensive industry experience and a strong understanding of sales and operations, which allows upper management to place our trust in Donna as we continue to strengthen and enhance our current shows and look for new business opportunities."

Additional Urban Expositions Staff appointments include:

Stephanie Buice named Director of Buyer Relations; Kathy Smart named Show Director of the Orlando Gift Show and Virginia Beach Gift Show; Marjorie Richardson named Show Manager for the East Coast Resort Gift Expo and Miami Beach Gift Show; Sarah Calvert named Show Manager for the Orlando Jewelry & Accessories Expo, Galveston Gift & Resort Expo and the Grand Strand Gift & Resort Expo; Karen Mason named Show Manager for the Las Vegas Souvenir & Resort Gift Show and the Panama City Gift & Resort Merchandise Show at Destin/Ft. Walton Beach

Based in Atlanta, Georgia, Urban Expositions produces and manages 21 trade shows in 13 cities across the United States, serving the giftware, resort and textile industries. Urban Expositions offers a full range of trade show management services, including exhibit sales and marketing, operations, exhibitor/attendee promotions and services, media relations, seminar and event coordination, database development and management. For more information, visit www.urban-expo.com or call 678.285.3976.




BiZBash Estimates Oscar Events and
Entertaining Will Cost $150 Million

Hundreds of Parties and Promotions Around Academy Awards Mean Big Business for Los Angeles Event and Hospitality Industry

LOS ANGELES-Feb. 24, 2006--The 100 biggest events in the days surrounding the Oscars will generate at least $150 million in revenue for Los Angeles' event and hospitality industries, according to a story published today by BiZBash Media, the company that publishes event industry trade magazines and Web sites in New York, Los Angeles/Southern California, Florida, and Toronto. That estimate comes from interviews with event producers and vendors who have worked on Oscar parties and other similar events, and includes fees for venues, food and beverage, and such additional vendors as security, public relations, linens, valet parking, and custom tents.

"Marketers understand the tremendous publicity and marketing potential surrounding the Oscars, and they pour substantial amounts of money into making an impact during the awards," said Chad Kaydo, BiZBash's editor-in-chief.

The big five events on Oscar night alone-the Academy of Motion Picture Arts and Sciences' official Governors Ball, Vanity Fair's exclusive party, the Elton John AIDS Foundation benefit, AIDS Project L.A.'s fund-raiser, and the Night of 100 Stars viewing dinner-cost approximately a total of $10 million. The Ultrasuede tablecloths at the Governors ball this year will cost about $85 apiece-or $17,000 for 200 tables. And Wolfgang Puck's elaborate menu will cost between $450 and $750 a head; for 1,560 guests, that could be more than $1 million just for the catering bill and related costs of dining service.

The Vanity Fair party at Mortons-with its well-documented reputation as the evening's most exclusive, star-studded party-comes with a price tag estimated at $2 million. (The magazine's PR team didn't respond to our requests for comment.) Among the unexpected costs for the event are car rentals and hotel rooms for as many as 30 staffers who go to Los Angeles for as long as three weeks to prepare for the party; they stay at the Beverly Hills Hotel, where guest rooms start at $410 per night.

David Adler
CEO and Founder
BiZBash Media
220 Fifth Avenue
New York, NY 10001
646 638 3600 ext. 101
dadler@bizbash.com



Retailers Find Pot O' Gold As Consumer
Spending Rises This St. Patrick's Day

-Consumers expected to spend close to $2.7 billion on the holiday-

Washington, DC, February 28, 2006 – Retailers will be feeling the luck o' the Irish this Spring, as consumers hit the stores for their favorite green goods. According to the National Retail Federation's (NRF) 2006 St. Patrick's Day Consumer Intentions and Actions Survey, consumers will spend an estimated $2.69 billion on St. Patrick's Day - up significantly from $1.94 billion last year. The average person will spend $27.94, increased from $22.95 in 2005.

"With the popularity of the holiday increasing, St. Patrick's day has become a tremendous day for restaurants and bars, as well as your traditional retail outlets," said NRF President and CEO Tracy Mullin. "Even small trinkets can be big sellers as consumers respond favorably to retailers' special selection of holiday merchandise."

The reason for the large increase in spending is due in part to more people celebrating the holiday. This year, 43.2 percent of consumers (96.3 million*) will celebrate St. Patrick's Day, compared to only 38.5 percent of consumers who felt the holiday spirit last year. Wearing green remains one of the most popular ways to celebrate, with 82.4 percent of those surveyed planning to don their green apparel.

Other ways consumers plan to join in on the festivities include going to a bar or restaurant (24.7%), decorating their home or office (19.9%) or attending a party (15.9%). Yet not everyone plans on heading out, with 31 percent of those polled planning on making a special dinner at home.

Consumers of all ages will be enjoying St. Patrick's Day this year; however it will be the 25 – 34 age group that does the splurging, with average per person spending expected to be $31.64.

"This holiday is definitely a boost for retailers, thanks to the 25 – 34 year-old age group," said Phil Rist, Vice President of Strategy for BIGresearch. "Restaurants and bars will benefit greatly from this group's increased spending power."

About the Survey
The NRF 2006 St. Patrick's Day Consumer Intentions and Actions Survey, conducted for NRF by BIGresearch, was designed to gauge consumer behavior and shopping trends related to St. Patrick's Day. The poll of 7,209 consumers was conducted from February 2-8. The consumer poll has a margin of error of plus or minus 1.0 percent.

BIGresearch is a consumer market intelligence firm that provides unique consumer insights that are gathered online utilizing very large sample sizes. BIGresearch's syndicated Consumer Intentions and Actions survey monitors the pulse of more than 7,000 consumers each month to empower its clients with unique insights for identifying opportunities in a fragmented and changing marketplace.

The National Retail Federation is the world 's largest retail trade association, with membership that comprises all retail formats and channels of distribution including department, specialty, discount, catalog, Internet, independent stores, chain restaurants, drug stores and grocery stores as well as the industry 's key trading partners of retail goods and services. NRF represents an industry with more than 1.4 million U.S. retail establishments, more than 23 million employees - about one in five American workers - and 2005 sales of $4.4 trillion. As the industry umbrella group, NRF also represents more than 100 state, national and international retail associations. www.nrf.com.

*Total extrapolation of U.S. adults 18+ (222.9 million)




RINGING IN THE BALLOON NEW YEAR
The Balloon People declare March 1st the Balloon New Year

Brooklyn, NY – March 1, 2006 -- Celebrating with an easy-to-use, 592-page catalog, packed with innovative product, all the popular licenses, and everything a balloon retailer needs to inflate, display and sell balloons, The Balloon People – that's U.S. Balloon Co. – declare March 1st the Balloon New Year.

With January through mid-February devoted to Valentine's Day, the biggest balloon-selling day of the year, March 1st is indeed the day to kick off everyday 2006.

The Balloon People (TBP) invite retailers nationwide to take part in the Balloon New Year festivities, which include:

  • free freight on all orders*
  • same-day shipping for orders completed by 5PM EST*
  • 2-day delivery coast-to-coast (a standard service!)*
  • the largest balloon catalog ever
    • a new, simplified format
    • complete with TBP Picks to simplify product selection
    • detailed descriptions of product lines
    • with Spring and Summer included
  • merchandising programs for all classes of trade

Details on all of the above are available in the March-August 2006 catalog.

This year, U.S. Balloon Co. also celebrates its 25th anniversary in the balloon business. The Balloon People wish to express their appreciation for their loyal and supportive customer base—and renew their commitment to growing your business.

See the experienced, friendly balloon-biz experts next at the Chicago Party Show (March 10-13): Booth 4830.

* There is some fine print, relating to handling fees on especially small orders, and regarding exceptions to shipping policies. See the March-August catalog or www.usballoon.com for details.

For further information, contact Alexandra Jacoby at 718.759.3747 or at alexandra@usballoon.net

U.S. Balloon Co. is the largest nationwide distributor of balloons. Offering thousands of balloon designs, first with license releases and balloon innovations, The Balloon People are knowledgeable, caring and enthusiastic about balloons.

Grow Your Business. Talk to The Balloon People.

U.S. Balloon. The Balloon People.
Tel: 800.285.4000 Fax: 800.832.9872 www.usballoon.com



TK and Pioneer Unite Forces

We are excited to announce that TK Innovations and Pioneer Balloon Company have recently agreed to unite forces. Through Pioneer Balloon Company, we are proud to introduce stronger marketing support, new designs and most importantly new opportunities to introduce a new wave of innovation to our industry.

Chris and I are personally sending this email to thank all of you for the support and patience you have given the Bubble Balloon. These 5 years of your support have allowed us to develop and perfect a most amazing product. We can finally say that it is truly perfected by being the only pop resistant wrinkle-free balloon, the only balloon with a non-leak valve, and the most beautiful, longest floating balloon ever made. Now that the product is perfected, we believe that it deserves the support of an established company like Pioneer Balloon in order to do it justice and bring this project to a new level of innovative possibilities. Your loyal support has made this possible and we thank you.

We want to return this thanks by promising to continue the development of extraordinary products for you to offer customers and help reshape our industry. With the marketing power, focus on education and global network of Pioneer Balloon Company combined with the technological advances of our Japanese partner, Takarakosan, we are very excited about the future.

Although you should expect a formal product introduction later, I should let you know that there is a limited supply of the present designs offered through TK Innovations. Many of these best selling designs will be continued through Pioneer Balloon Company in addition to many new designs. This information along with other details will be included in a more formal product introduction later on. For now, please continue to purchase through TK Innovations as you usually do.

Although TK Innovations will not have an exhibition space at the Halloween and Party Show, please stop by and visit with us at the Pioneer booth. Once again, thank you for all of your support.

Sincerely,
Emily and Chris

Emily Sugiura-Hill
TK Innovations, Inc.
3861 Coastal Hwy.
St. Augustine, FL 32084
Toll Free: 1-866-TK-Today
Local: 1-904-808-0678
Fax: 1-904-808-0676
www.BubbleBalloons.com




Problem Solvers

At Your Service:
Gaining the Competitive Edge

by Mimi Donaldson

More time is spent in stressful work. We have less time for leisure. Standards are changing. Aging baby boomers want to enjoy work; they demand service. The ever-growing demand for more customer service focuses us on gaining the edge. Smart entrepreneurs treat customers more than right. And managers need to become "trainers" of customer service.

Top people seem to already have an edge in grasping the "rapport-building service" mentality. We discovered long ago that people often don't "buy" on the basis of need, and people don't "sell" based on their breadth of product knowledge. People "buy" people; the buyer buys you. All of us have bought at least one item we don't need, and we bought it out of the "relationship" we developed over a two-to-ten minute period with the salesperson.

Women often more easily grasp the "go-the-extra-step-service" approach, as they've had to go many extra steps to achieve quasi-equal footing with men in the workplace. We know how to nurture, and the concept of "taking care" of the customer comes naturally. The "basics" of good customer service training, however, are not gender-based. Managers can coach customer service representatives to answer the phone, channel potential buyers to salespeople, answer questions and handle complaints and calm agitated customers. They must handle huge volumes of calls and be compassionate while being efficient! Most people view this is an impossible task. It's not.

Here are the 5 basic steps of servicing a customer with grace and control:

1. Be clear on your purpose. What do you want the customer to do, think, or feel after your communication with them? Managers are smart to coach people to "write it down!" In the "do" column, you may list: "pay, renew, expand the order, and fill out the form correctly; tell friends to buy; give us repeat business; not call my boss; never again call to complain." In the"think" column may be: "think we're an excellent company; I'm a capable, intelligent, professional person; think our product is worth the investment." In the "feel" column may be: "feel taken care of; feel they're in capable hands; feel satisfied and confident in their decision to buy; feel trust in our company and in me." When people are clear on their purpose and write it down in their own words, their focus improves. It's also the necessary step to provide focus for the next four steps.

2. Be appropriate. Appropriate is one of the best words in the English language. The dictionary definition is "proper, fit, and suited to a given purpose." In I Ching, the Book of Changes, a source of oracular wisdom in Chinese philosophy for three thousand years, a most important concept is Li, which means "conduct". An excerpt: "One's purpose will be achieved if one behaves with decorum. Pleasant manners succeed even with irritable people." To the manager or entrepreneur who is a service person, this means that every word uttered, every action performed must be suited to the purpose they defined in Step #1.Logic prevails as people start examining their behavior. If your purpose is that this customer come back, would you be rude to him to prove your point? Of course not. If your purpose is having the customer thinks your company is professional, would you answer her query as to the whereabouts of a salesperson, "Oh, she's around here somewhere - we never know where she is." Ridiculous. These comments defeat your purpose. They're not suited to your given purpose, so they're not appropriate. But how do you stop these sentences before they come out of your mouth? This leads us to the next step.

3. Know your "hot buttons" and don't get sucked in. Certain words or phrases used by customers push our buttons. Examples: "What are you gals doing over there anyway?" "It's your fault." "Let me speak to the man who knows something or who owns the company." "You must have lost my payment." "Why is your product so expensive?" Be aware of what your "hot buttons" are. Make a list; read it over; desensitize yourself, so the next time you hear one of them, you do not have to lash back with a defensive remark, or a "yeah, but." Instead, you can ...

4. Push the "pause button" to gain control. Our "pause button" separates us from the animals. My cat, Linguini, is a stimulus-response machine. When he hears the sound of the electric can opener, his response is consistent and predictable. He will come running, and howl incessantly until the stimulus is removed - until the sound of the can opener stops. Linguini has no pause button. He can't pause at the kitchen door and before he expends all that energy, check to see if it's my tuna fish or his. He doesn't know the difference. (I do. It's about a buck thirty-three.) Some customers you know act like stimulus-response machines. Their upsets are consistent and predictable. But your reaction doesn't have to be. When you are aware of your hot buttons and one gets pushed, you can pause - very briefly - and choose the appropriate response. One appropriate response -- suited to your given purpose and efficient at the same time -- is described in the final step of customer service.

5. Give the customer 6-second empathy. Using empathy is demonstrating with words that you understand what the customer is saying and how they are feeling. It is a statement that is calming, comforting, positive, and specific. A good one takes only six seconds. "I understand how frustrating it is not to get the information when you want it." 6 seconds. "I understand how easy it is to get impatient with that machine." 6 seconds. "It sounds like you're very upset. I see you need our full cooperation." 6 seconds. A sincerely empathetic statement can defuse a hostile customer. It also gives you time to think of the response you can make which will satisfy your customer (i.e. achieve your purpose) while staying within the boundaries of your company's policy. These five steps have proven effective for thousands of people and will prove effective for you.

ABOUT THE AUTHOR
A renowned speaker and trainer, Mimi Donaldson is co-author of the forthcoming book, "Bless Your Stress: It Means You're Still Alive" (Spring 2006). With more than 25 years of experience, Mimi has trained companies like General Motors and Proctor & Gamble on stress reduction, life balance, management and communication training. A Masters graduate of Columbia University, she previously worked as a Human Resources Trainer for Northrop Aircraft, Rockwell International and Walt Disney. Mimi is also co-author of the popular, "Negotiating for Dummies." For more information on her speaking, training or books, please visit: www.mimidonaldson.com or call: 310-577-0229.