May 2019
Happy Mother’s Day
The 2 Most Important Women in My Life
My wife and my mom — on Mother’s Day, I believe it is important I honor these two women. They are the most influential duo in my life.
My mom, Gretchen Tester, is the guru of customer service. However, I had no idea growing up that she would be my inspiration for coaching customer care. It just happened. I’m often asked, “How do you think up the little things that mean a lot?” or “How are you the Dr. Phil of customer service, Dave?” In past newsletters, I have shared that my mom always found a way to make people feel special. Her motto is: “It’s not what you say to people, but how you make them feel.” Whether it is Buffalo wings for my sister on her birthday or a special gift for her next-door neighbor after a long trip, my mom has a God-given ability to treat people how they want to be treated. My mom has other great qualities, but I choose to emulate her by remembering to do small things that can have a lasting effect on others.
it’s being overly sensitive to an email, eating right, or dealing with our kids — and yes, clients — Claudia has my ear even if I’m pretending not to hear her. The most important thing she has taught our kids and me is this: You will never go wrong doing the right thing. Wow. How come these women are so wise? Thank you, Lord and Savior! All the glory goes to God for Claudia and Gretchen! I leave you with this. I did a training one year on Mother’s Day. I interviewed then Georgia football coach Mark Richt, who made an appearance in the movie “Facing the Giants.” I asked Mark, “What is the most important thing to teach our kids or show our kids on Mother’s Day?” He said, “David, show your kids how to love their mom.” Wow. My advice for this month of Mother’s Day? Love your mom and love your wife. Show your kids how to honor the women in your life. I know my daughter Clare will be reading this. And I pray she one day marries a man who loves and honors her as well. -Dave Tester
Here are a few examples:
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Writing thank-you cards
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Saying please and thank you
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Opening the doors for others
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Having the heart of a servant
Claudia, my wife, has the gift of bringing out the best in others. Why is she so effective at this? Because she listens intently and always sees the good in people. I wish I could tell you that she has convinced me to do the same, but I am a flawed man and still have much work to do in this area. She has, however, been a guiding light for me by being able to tell me things I sometimes don’t want to hear. I believe that God puts these women in our lives to tell us the things we don’t want to hear but that we must hear. Let’s face it; they are the only ones who can tell us these kinds of things. Whether
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The Good Kind of Gossip
How to Cultivate Valuable Customer Reviews
2. OFFER INCENTIVES Give your clients a reason to write reviews. Consider offering incentives like a discount or coupon code, coffee gift card, or an entry to win a contest for an even bigger prize. 3. ASK THE RIGHT QUESTIONS Think of the review process as a conversation rather than a request to be met, and use open-ended questions to start. Before you even request a review, you can ask customers questions like “How was your recent experience with us?” or “How are you liking your product?” That way, you can gauge their satisfaction before they leave any feedback. 4. RESPOND, RESPOND, RESPOND The last thing you want to see is a scathing one-star review. But no matter how hard you work, they are still bound to happen. When you receive one, take the time to respond thoughtfully — without being defensive — and try to come up with a possible solution to the complaint. And be sure to respond to your positive reviews as well. When you show that you engage with all of your customers, prospective ones will be more likely to give you a shot.
When you’re thinking about buying a new product or service, what’s the first step you take? If you turn to the World Wide Web in search of reviews, then you’re in good company. According to a survey conducted by BrightLocal, 85 percent of consumers regard the customer review to be the single most credible and trustworthy source of advertising. That same survey found that 68 percent of customers surveyed were willing to provide feedback for the company. So, how do you get your customers to write the glowing reviews that help close deals? 1. DIVERSIFY YOUR PLATFORMS Don’t rely on customers to go to your website to leave reviews. There are numerous websites you can utilize that make leaving feedback more convenient for your clients. What’s more is that these other platforms are highly trafficked. BrightLocal found that Facebook and Yelp were consumers’ most trusted sources of user reviews in the U.S., but you can also use Google My Business or the Better Business Bureau. Most importantly, be sure you are active on all the platforms you use.
Tester-
MONIAL
Travis Hise Chairman of Association of Entrepreneurial Attorneys, on Dave’s performance as speaker for his Las Vegas convention. “Dave is amazing; he is awesome and got everyone fired up. He is a dynamic speaker who adds value and was a game changer as a speaker for our event.”
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The Power of ‘Mindset’
For decades, Dr. Carol S. Dweck studied the phenomena of success. How is it that some people are able to grow their business, stay fit, or achieve their personal goals while others in similar situations stall out? “Mindset” is Dr. Dweck’s answer to this question. Subtitled “The New Psychology of Success,” this book chronicles the Stanford psychologist’s findings, which suggest an inseparable link between belief and achievement.
perseverance. Those who approach life’s hurdles as an opportunity for growth are the ones who find long-term success.
If you’ve ever said “I’m just not good at math” or “I’m not a natural leader,” you’ve fallen into the fixed mindset trap. If you believe there’s nothing you can do to change your circumstances, you’ll never strive to improve them. The same is true of positive fixed opinions of yourself. Dr. Dweck points out that those who believe themselves to be “a great boss” or “an amazing athlete” are also doing themselves a disservice. Once you think your skills are tied to who you are as a person, you’ll avoid challenging them for fear they might be found wanting. This leads your talents to atrophy as you seek detours rather than facing challenges head-on. Dr. Dweck argues that, instead of falling victim to the pessimism and self-delusion that defines fixed mindset thinking, we need to recognize that the path to success lies in open-minded perseverance. “A person’s true potential is unknown (and unknowable),” she says. “It’s impossible to foresee what can be accomplished with years of passion, toil, and training.” Not only does “Mindset” drive this point home with well- documented experiments and studies, but it also provides a workshop to help people break free of their fixed mindset and find success.
According to Dr. Dweck, people tend to think about the challenges in front of them in one of two ways. They either have a “fixed” mindset — believing that their talents and abilities are static, intrinsic properties of who they are — or a “growth” mindset — believing they can improve every aspect of themselves with practice and
Cauliflower Salad
Take a
BREAK
Ingredients • 2 cups raw
DRESSING • 1/2 tablespoon lemon juice • 1 1/2 tablespoons wine vinegar • 4 tablespoons olive oil • Salt and pepper, to taste • 1/4 teaspoon sugar
cauliflower, sliced • 1/2 cup ripe olives, chopped pitted • 1/3 cup green pepper, finely chopped • 1/4 cup pimento, chopped • 3 tablespoons onion, chopped • 4 lettuce leaves
Directions
1. Mix dressing ingredients and pour over vegetables. 2. Let marinate for several hours. 3. Serve on lettuce.
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Tester TIME 17707 Madison Rd. Nampa, ID 83687 208-707-9807 www.dialingstrangers.com
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A Mother’s Day Tribute
The Value of User Reviews and How to Cultivate Them
Tester-monial
How Being Open to Growth Leads to Success
A Healthy Snack
SNACKING What Is It Good For?
There are many different opinions on the healthiness of snacking. Some people think of snacks as processed foods with high calories, but snacks don’t have to be junk food. Depending on what snacks you’re eating, and how often, these little between- meal bites can be highly beneficial or detrimental to your overall health.
grains, fruits and vegetables, and nuts and legumes. With those in your kitchen, you’ll have plenty of healthy options to choose from when you’re hungry. WHO BENEFITS FROM SNACKING? Depending on your weight, fitness level, and medical conditions, snacking throughout the day can be more effective than eating three large meals a day. Individuals who are crunched for time, have particular health conditions, are athletic, or are trying to lose or maintain weight all benefit from healthy snacking throughout the day. People who have high cholesterol or diabetes can better maintain their cholesterol and blood glucose levels if they eat frequently during the day. For athletes, snacking helps distribute the consumption of nutrients their body needs throughout the day instead of all at once. This way, their energy levels stay the same instead of fluctuating with their meal times. If you find yourself in need of a quick bite, think clementines and almonds instead of chips and Pop-Tarts. You’ll still satisfy your hunger without jeopardizing your health or enlarging your waistline.
HEALTHY VS. UNHEALTHY SNACKS People snack when they’re hungry, but they also do it when they’re stressed, bored, or have a habit. When people snack on unhealthy junk food when they’re
bored, the result is weight gain. An excellent way to avoid unhealthy snacks is to surround yourself with healthy alternatives. Fill your fridge and pantry with whole
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