Managing your Business

Be careful what you say

When making sales telephone calls, it is important to say the right things or potential clients may refuse to meet with you. Here are several phrases not to say to prospective customers:

"I'll be in your area Monday, so I'll stop by then." A statement such as this emphasizes you are invading the prospect's territory and may anger him. Instead, schedule a time that works for your prospect.

"I'd like to visit your company and learn more about your business." Sales representatives already should know about a prospective customer's business. Customers don't have time to educate salespeople.

"You want to save money, right?" Of course a prospective customer wants to save money, but don't patronize him. He knows you want him to spend money.

"When do you think you'll decide?" Don't rush a prospective customer. Instead, say, "I'll be in touch to help you through the decision-making process."

"What do you think of my proposal?" You shouldn't expect a prospective customer to absorb every detail of a proposal. Instead, offer to go through your proposal with the customer and hear his reactions.

Source: Adapted from Communication Briefings, October issue.

Protect employees' health

Employers must be cognizant of their employees' health. But employers often overlook musculoskeletal disorders, which top the list of workplace health problems according to the National Institute of Occupational Safety and Health. Therefore, it is important to implement the following tips from the American Society of Safety Engineers to keep your employees' musculoskeletal systems healthy:

• Provide supportive chairs. Chairs should have five-point bases for stability, as well as backrests that offer lumbar support and adjust for angle, height and depth. A seat edge should be 4 inches (102 mm) from the back of a seated person's knees. Armrests also should be adjustable and padded, and workers' feet should be supported by the floor or a footrest.
  
  
• Supply adjustable keyboards. Computer keyboards should adjust to no more than 15 degrees so workers' arms can be straight and parallel to their keyboards. Wrist rests may help employees who work at computers achieve proper form.
  
  
• Desks should not be too high. A desk should be high enough to allow a worker to adjust his sitting position underneath it while keeping his arms at 90-degree angles on the desk's surface.
  
  
• Adjust computer screens. Computer screens should be adjusted to stop natural and artificial light from glaring off screens' surfaces. Characters on computer screens should be brighter than screens' backgrounds.

Source: Adapted from the American Society of Safety Engineers Web site, as cited in The Motivational Manager, August issue.

Good posture techniques

Good health can be as simple as good posture. Try the following exercises while at work to prevent slouching and keep yourself in good health:

• Place your right hand over your left collarbone and pull down on this area's skin and tissue while bending your neck back. You should feel a stretch in the muscles at the front of your neck. Hold for one or two breaths, and repeat on the other side.
  
  
• To stretch your back neck muscles, extend your head up and bring your chin back to form a double chin. Hold for two breaths, and repeat three to five times.
  
  
• Place your hands on your stomach and pull your shoulder blades in and down. Hold for two breaths, and repeat three to five times. This will strengthen your middle back muscles and prevent your shoulders from moving toward your ears.
  
  
• Stand in a doorway with your knees slightly bent and hands on either side of the door jamb. Tuck in your chin and shoulder blades, and keep your feet hip-distance apart. Take a small step through the doorway chest first. You should feel a stretch across your chest muscles. Do not let your shoulders rise to your ears or elbows point behind you. Hold for two breaths, and repeat.

Source: Adapted from Business 2.0, as cited in First Draft, May issue.