Newsletters

In This Issue
- Forbidden Phrases
- One-Revolution, ICEL May Meeting Recap
- The Cost of Becoming Efficient
- Tip from Jefferson Smith
- Spotlight - Jamie Siglin, CBA

Looking Ahead

Why should I submit potential members to NACM?"

Help gain information on your customers. As a member, their information could help build the database on your customers as well not just a one- way street. more Info

Forbidden Phrases

by Kelley Kunz, CCE, Martin Door Mfg.

During the past year and a half, like many of you, I have had to take on some extra duties at work. One of the things I have had to do is help answer incoming calls during breaks and lunches. While getting prepared to answer some of these calls, I pulled out my notes that I had given the receptionist during a prior training. As I was going through the notes, I found my list of forbidden phrases. I thought this would be a good time to brush up on my own training and keep the list in front of me while taking calls.

This first forbidden phrase is "I don't know." Instead of this perhaps " That's a good question. Let me find out for you." Because this was first on the list, I tried it out. I noticed that the people on the other end were more friendly, and I received a much better reply. Many of them were very polite and said "thank you." The "I don't know" response is just not acceptable. How would you respond if you were told I don't know?

One of the other forbidden phrases is "We can't do that." One of the suggestions is to try telling them what you can do and offer them some alternatives. I have been using these instructions in my collection and general calls and have noticed that I am getting a much better response. I know that I respond better to a helpful and considerate person on the other end of a phone call. I have made an effort to do the same. Sometimes brushing up on basics helps us with our daily tasks.

Each month ICEL holds a meeting to help us learn new ideas or just brushing up on the basics. It sometime takes repetition or hearing things in a new way that reminds us to use these skills. We all need to have our batteries re-charged, and ICEL will help us do that.

One-Revolution/May Recap

by Janae Jeffs, CCE, Muir Enterprises 

The May meeting was a special treat for ICEL members. Chris Waddell, the highest decorated Para-Olympian, came to share with us "It's not what happens to you, but what we do with it that matters."

In college Chris was in a ski accident that left him paralyzed form the waist down. Two years later he joined the USA Disabled Ski Team. Last September he decided to climb Mount Kilimanjaro, unassisted but for 100 yards over boulders. With a team of porters, guides and support staff, he climbed the mountain SIX inches at a time! After a grueling 6 1/2 days he arrived on the summit. From this experience he learned that no one does anything alone. He shared with us the "lessons he learned from the mountain."

Here are some lessons a few ICEL members learned from him:  View full article

The Cost of Becoming More Efficient

by Laura Constantin, CBA, H & E Equipment

Today's economy has become a big challenge to businesses and has placed them under pressure to become more efficient and more profitable than ever before.

One of the main tools companies have been using to achieve this goal is through cost containment. This tool has limitations and can have negative consequences. We see it manifested internally by cutting operating costs while trying to accelerate the receipt of cash. At the same time we are trying to determine methods for reducing days sales outstanding while keeping or increasing our customer's satisfaction level. Customers have high expectations and the battle for business is intense due to competitors flexible options and enhanced services. The emphasis on cost containment has placed severe limitations on the amount of money that is available for new projects. Internal IT personnel have been reduced and the resources required to stay up-to-date and in compliance with business regulations are increasing. The race for trying to be more efficient with less comes with a price tag-loss of cutting edge technology and poor quality of service which can effect the bottom line long term.

Cutting costs is important in today's economic climate. But, it is imperative that companies, while being prudent, must invest in creativity and step up to the table with new ideas and/or discover a new niche.

Tip from Jefferson Smith
Reprinted with permission from Jefferson Smith Training & Consulting

Kurt Weiland from Jefferson Smith,spoke to ICEL members about "Cutting The Cost of Writing Poorly" (the O-ring memos) in Aug 2008. Jefferson Smith publishes a weekly tip thatyou may find useful and informative.

Tip for Friday, May 14th

From the Personal Development Workshops: Bouncing Back Part II

Making connections horizontally. Building teams and making friends. Bingo. Here we are.

Be friendly. To make friends, be friendly. It sounds overly simplistic, but its rarely followed. Look around your office. You know who the friendly ones are and aren't. Smile. Make eye contact. Say "Hello!" Help others.

Be curious. Ask questions about other people's interests. C.S. Lewis said, "Friendship is born at that moment when one person says to another, 'What! You too? I thought I was the only one.'"

People like talking about themselves. You connect when you find common interests. View full article

Spotlight
Jamie Siglin, CBA

Jamie Siglin, Interior Window Design, added to her education this year by earning her CBA. She also earned an A.A.S. in Ornamental Horticulture from Utah State University exclusively off-campus. Jamie subsequently earned an A.A.S. in Finance/Credit with honors from Salt Lake Community College while serving as the Finance Officer for Delta Upsilon Chi, a collegiate marketing club.

Some of Jamie's interests include a passion for gardening.

She is a recycler, enjoys cooking, riding road bikes, golfing and skiing. She also is an avid reader.

Jamie has worked as a legal assistant for 25 years while managing the financial aspects of Interior Window Design, a business started in 1982 with her husband.

Jamie came to ICEL and NACM to help improve her skills in credit management. We welcome her and her bright smile.

If you see Jamie at the next ICEL meeting, stop and chat. It is a treat getting to know her.