What do car dealers expect and want from their suppliers to keep them loyal?

Merckh Fernandez — Wed, 02 Apr 2008 00:57:43 -0400

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Merckh Fernandez — Tue, 26 Feb 2008 00:07:25 -0500

Hi Julie. It was indeed a laudable comment with a valuable suggestion. I will try doing it with my people. Thanks.

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Merckh Fernandez — Mon, 25 Feb 2008 19:31:34 -0500

Nathan, well said. Thank you for the comments. Yes, humility might be a simple and overused word but it's one virtue that's really hard to practice and be consistent. Those that endure and hold on to this make up a rare commodity of real leaders. Most likely those that listen first, think, then respond compared to those who just blabber and do nothing are the making up a company of real leaders worthy of emulation.

How do you spot a real leader at a glance in a pool of wannabes?

Merckh Fernandez — Mon, 25 Feb 2008 03:50:56 -0500

Leaders come in different shapes and sizes, backgrounds and capacities. And I believe that we are all leaders in our own rights. However, there must be criteria that define a real leader even at a glance.

Leadership

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Merckh Fernandez — Mon, 25 Feb 2008 03:32:37 -0500

Hi Jim. Thanks for the comments. You are exactly right about strong leaders. And those that pretend to be all-knowing, not consultative ones are only showing their subconscious insecurities who lack the natural claps and praises from the people surrounding them. Do you think this is detrimental? I would say, Absolutely!

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Merckh Fernandez — Mon, 25 Feb 2008 02:50:42 -0500

Shame on that agent or representative. This is totally Unethical and down right Unprofessional. The fact that they provided some boxes to tick on for contact availability is only a facade to cheat on customers. This isn't delivery of promise. This is cheating and it's totally frustrating. On the lighter side, this company must check with their IT people. The button that supposed to prompt representatives was not working well. It must have been messed up why it wasn't following the queue. Still, this might be a good excuse but not a valid reason.

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Merckh Fernandez — Mon, 25 Feb 2008 02:21:37 -0500

Hi Donald, This article is totally amazing and it's just what I need at this time to finish up the Customer Service Training Module I have been drafting. I agree to all of them 100%. I might be able to add one up there "Insincere Empathy" This one is very crucial because the customer feel and easily tell by the tone of voice whether the manager or the representative is honest with his feelings, not only faking them. There is real danger in here. It might just do more harm than good. Another thing would be "Less Product Knowledge" or the lack of it. This could cost a customer.

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Merckh Fernandez — Wed, 20 Feb 2008 22:35:22 -0500

Hi Don. Thank you also for the great article. After reading at, it made me ponder and came up with my own definition of customer service and I came to realize it is an intangible asset that is worth more than the organization's net worth, that gets valuated every second unlike financial statements, that get audited at given periods in assessing profitability. Further, I conclude that customer service is a company's barometer for failure or success. And a lone employee that works 24 hours a day, 7 days a week, no vacation, no sick leaves. What would be your thoughts on this? Would you agree?

How are you effectively dealing with a tyrannic, autocratic leader in your organization?

Merckh Fernandez — Wed, 20 Feb 2008 21:13:26 -0500

In every organization, it is often inevitable to produce an autocratic leader (manager) who tends to orchestrate everything the way he wants things done. When things go out of their way it's not just him who gets to suffer the mess and the negative consequences. Thus, making you frustrated and unmotivated.

Management

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Merckh Fernandez — Wed, 20 Feb 2008 20:43:20 -0500

These are valid questions but it's just so hard coming up with itemized list of what works and what do not. Since this is very much related to what I do in the meantime, managing people in New Zealand and Australia while I am based here in the Philippines. And I have never ever set foot on these countries. But here are a few of the things we have implemented and seem to be working out. First, draft a daily task list. Second, a daily reporting of accomplishments and action plans for the following day must be turned in using Excel or toher format.