3 Ways To Convey Quantifiable Information On A Resume

3 Ways To Convey Quantifiable Information On A Resume

The words you choose to use and how you present information on your resume can dramatically impact the results you get. As a job seeker, you have to remember that your goal with your resume is to make an immediate impact by impressing hiring managers and recruiters with something you have that they want. One of the best ways to do that is to offer quantifiable information.

Quantifiable information allows hiring managers and recruiters to measure the degree of knowledge and skills you have to offer. It is a way to inform them about what and how much you can bring to the table.

To make an immediate impact with your resume, try these methods:

1. Provide Context And Scale To Your Information

Happy woman quantifies information on her resume

When you think of quantifiable information, the immediate thought is to go to the results you’ve garnered. But on the resume, there’s more that can be quantified.

Don’t leave out the subject matter. You can talk about how many clients you managed, how many people on the team you had to oversee, or how many products you were involved in marketing across Europe. Putting a number against the subject matter can say a lot.

For example, when you say, “Managed the launch of products across Europe,” it tells a bit of information.

When you start to add in numbers like, “Formed 6 new partnerships within a year to support the marketing of 5 new products across 10 markets in Europe, which resulted in an increased of revenue by 90%,” it says a lot more.

Some other words to help you along the way include “doubled,” “tripled,” and “reduced by.” We recommend you add at least one number to each bullet point on your resume. If you can’t quantify something in that bullet point, it probably doesn’t belong on your resume.

2. Use Numbers And Figures

Job seeker on phone and laptop quantifies information on his resume

When you talk about results on your resume, you need to find a way to make it stand out. Putting it in a bullet point helps, but just as important is applying numbers and figures to the statement. When you add numbers and figures, it’s easier for the eyes looking over your resume to catch these bits of information.

For example, when you write, “Reduced time lag by eighty percent,” it’s not as easy to take notice of it.

When you show the actual numbers and figures like, “Reduced time lag by 80%,” it catches the eye much more quickly.

The general rule here is to show it when you can—don’t spell it!

3. Toss Out Fluff Words & Talk About Real Achievement

Woman on laptop writes her resume with quantifiable information

Anyone can say they’re a go-getter, strategic thinker, results-driven… yadda yadda yadda. But why should the employer believe you? What proof do you have to back up those statements?

The point is to prove your abilities and skills as a professional on your resume. Work with words like “on time,” “under budget,” “improved,” “saved,” and “negotiated” while also applying appropriate numbers and figures (as discussed above) to help you make your point.

It’s about time you turn that resume fluff into quantifiable information! Once you see the difference it makes in your job search, you’ll never go back to the old way of writing resumes.

Today’s hiring managers and recruiters go through enough resumes each day to know when they have a candidate who’s a real winner and one that’s simply all talk on the resume.

When you put your experience in context and scale the subject matter, as well as apply numbers and figures with some of the suggested power words, your resume will come across with impact and results hiring managers and recruiters can’t deny as impressive.

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This article was originally published at an earlier date.

How To Work For Yourself & Become Self-Employed (In 5 Easy Steps)

How To Work For Yourself & Become Self-Employed (In 5 Easy Steps)

Are you tired of working for other people? Do you want to break free from the “golden handcuffs” that have held you hostage in your career up to this point? If so, you’ve probably considered self-employment.

Sure, you can imagine what it would be like to work for yourself, but it’s a lot harder to actually make the jump from traditional employment to self-employment. If you think you’re ready to become self-employed, you might be wondering how you can successfully freelance and make money doing what you love and only what you love.

Follow these five steps to become self-employed so you can start working for yourself instead of an employer:

5 Steps To Becoming Self-Employed & Working For Yourself

1. Identify Your Workplace Persona

Your Workplace Persona is essentially how you like to create value as a professional. You can take Work It Daily’s Career Decoder Quiz to find out what your Workplace Persona is. Once you discover your Workplace Persona, it will show you how to determine your value.

Some examples of what your Workplace Persona could be are Visionary, Optimizer, Builder, or Educator.

Which one are you? Your results will reveal your value as a business-of-one—the first step you need to take to become self-employed!

2. Analyze Your Experience

Once you identify how you add value as a professional, you should analyze your experience to showcase the specific ways in which you create value on the job. What have you accomplished in your career so far? What skills have you developed? Where is the bulk of your expertise?

Quantify your work experience and accomplishments. Add these numbers to your resume. As a freelancer, you need to have examples of your work and the results you get customers (employers) so you can land paying gigs.

3. Research Other Self-Employed Professionals

When you finally embark on your self-employment journey, the easiest way to learn the ropes is to research how other self-employed freelancers with the same skills market themselves. For example, if you have great writing and editing skills and want to get into freelance writing, research how other freelance writers market themselves to companies and clients.

An excellent tool to use for this research is Contra, a commission-free freelancer site and community for independents where professionals can create portfolios to showcase their personal brands. Use Contra to research how other portfolio users (freelancers) are showcasing themselves, and take notes. How can you replicate what other freelancers are doing in your freelance journey?

4. Set Up A Portfolio

After researching freelancers’ portfolios, it’s time to set up your own freelance portfolio. Create a portfolio using a site like Contra that showcases your ability to create value for employers.

It’s not enough to just have an optimized LinkedIn profile as a freelancer. You need to have a portfolio. A profile gives clients information about your skills and experience and usually lists your entire work history. A portfolio allows you to take personal branding to the next level by showcasing your best work and detailing your abilities as a professional.

A good portfolio can open many doors for you in the self-employed world.

5. Publish & Promote Your Career Story

The final step in becoming self-employed and working for yourself is to publish and promote your career story, another great method to strengthen your personal brand and stand out to potential clients.

An easy way to promote your career story is to share your expertise and success stories on social media and attach your Contra portfolio URL to it. For example, if you are a graphic designer, share the story of the first time you fell in love with graphic design so that people can understand where your passion for your work originated. Then, include the link to your Contra portfolio so they can go see examples of projects you’ve completed.

Benefits Of Self-Employment

For many professionals, self-employment is the dream. This is due to the benefits associated with self-employment that you may not have with a traditional job. If you can land one of the many self-employed jobs out there, you’ll likely reap these benefits:

Independence

No boss, no problem! As a freelancer or independent contractor, you won’t have to answer or report to anybody but yourself and your customers. You’re in charge. If you prefer to work alone and like to be independent on the job, being self-employed would probably make you happy. But it’s important to remember that being independent doesn’t mean you can’t collaborate and work well with others. Collaboration, teamwork, and good communication skills are essential in every job, no matter if you’re self-employed or working a traditional job.

Control

Being self-employed is a great way to regain control of your career. You get to control your pay rates/salary, the jobs/projects you work on, and when you sit down at the computer and get the work done. When you work for an employer, you have limited control over these things. It’s easy to feel powerless when working for a company. If this bothers you, self-employment is the answer.

Flexibility

Life is unpredictable. If work-life balance and flexibility are important to you, you’ll likely enjoy one of the best benefits of being self-employed: having the ability to structure your workday how you want to. While some people might like the structure of a 9-to-5 job, you do lose out on flexibility where it matters most. The beauty of being self-employed is that you can create a routine that works best for you and structure your day around more important things in your life (family and friends, hobbies, exercise, etc.) because we all know you should work to live not live to work.

Satisfaction

When you’re a freelancer or independent contractor, you can pick and choose which jobs you take, eliminating the work you don’t find inspiring or meaningful so you can focus on the work that does inspire you and align with your passions. Job burnout is real, and it happens quicker and more frequently if you’re working on things that drain you and don’t really matter to you or have any real impact or importance. Ultimately, being self-employed can eliminate the “busy work” common in 9-to-5 jobs. The work you do as a freelancer is often a better reflection of who you are—your values, beliefs, and goals. It is more satisfying work because, in your eyes, it has a purpose. There’s a good chance you’ll feel more satisfied in your career because the work you do ignites your passions instead of extinguishing them.

Freedom

We all need to make money but we don’t want to sell our souls working for a bad employer. With self-employment, you’re free from the “golden handcuffs” that have held you hostage in your career up to this point. When you start to feel like you’re a slave to your job, that’s when you know you need more freedom in your career. Being self-employed can give you that freedom. There is something so liberating about making your own decisions about work.

As you can see, there are many benefits of being self-employed. Self-employment has a lot to offer professionals who are self-disciplined, responsible, good at time management, and self-motivated. If this sounds like you, and you’re willing to give up traditional employment for the chance to be more in control of your career, why not give self-employment a try?

How To Tell If Working For Yourself Is Right For You

Self-employment concept

Working for yourself gives you more control over your career, but that may not be right for you. Just because you’re unhappy in your current job and want to experience the benefits of self-employment doesn’t mean you’d thrive as a freelancer.

The decision to work for yourself shouldn’t be impulsive. It deserves to be made with careful deliberation. It also requires a lot of self-reflection.

Here are some questions to ask yourself if you’re wondering if working for yourself is right for you…

Am I Self-Disciplined?

  • Can you rely on yourself to get things done no matter how you’re feeling?
  • Do you push yourself to reach your goals even in the face of adversity?
  • Are you able to consistently control your actions, feelings, and emotions?

Am I Responsible?

  • Can other people rely on you?
  • Do people believe you when you say you’ll get something done?
  • Are you usually the person in charge?

Am I Good At Managing My Time?

  • Can you effectively organize and plan out your day to get all of your tasks done?
  • Do you always meet deadlines?
  • Are you able to prioritize work to maximize productivity and efficiency?

Am I Self-Motivated?

  • Can you get things done without external motivation (money, fame, etc.)?
  • Do you frequently reach goals without pressure from others?
  • Are you someone who lets their enthusiasm and interest drive their achievements?

If you answered “yes” to most of these questions, there’s a good chance you’d thrive working for yourself (or even just working a side hustle).

Now that you know becoming self-employed is right for you, let’s look at some self-employment job ideas.

Self-Employment Job Ideas

If you want to make money as a self-employed professional, it might be difficult knowing where to start. Check out these job ideas if you’re serious about working for yourself:

Freelancer

The most common job title you might have if you’re working for yourself is “freelancer.” Freelancing is not limited to writing, social media management, or graphic design. You can also get freelance jobs editing content (written, video, etc.) for a website, recruiting for a company or agency, or being a virtual assistant or project manager for a client.

Online Tutor

If you’re knowledgeable about math, science, writing, or language, consider tutoring to help educate students. You don’t need formal training to be an online educator or tutor, but it might help to gain a license or certification. No matter if you prefer to work with students in person or online, there’s always the potential to start your own business!

Personal Trainer

Although you’ll likely need to complete a certification program to be a personal trainer, it’s a great way to make money if working for yourself is a priority. This self-employment job idea is perfect for people who love staying active and are passionate about helping others reach their health and fitness goals. As a personal trainer, you can work with a gym or start your own personal fitness business.

Real Estate Agent/Investor

There are always people buying and selling homes. If you want to help people buy their starter homes, dream homes, or anything in between, a real estate agent might be the right job for you. A real estate license is all you need to become a self-employed real estate agent.

Becoming a real estate investor might be more lucrative, or it could be an excellent source of passive income, depending on your focus. As a real estate investor, you’ll buy property and either resell it or manage it as a rental.

Photographer/Videographer

Have a passion for photography and/or videography? If you have the skills and a strong portfolio, you can definitely make a living capturing moments for others. This is another lucrative job, especially if you provide services for big events like weddings, graduations, and various types of corporate events. The best part is that you can choose your specialty and combine your interests. Whether you’re passionate about nature, travel, or food, your camera is ready to make you money!

These are just some job ideas to consider if you’re looking to become self-employed. As shown above, there are many different types of opportunities to work for yourself. You just have to pick a direction and go!

And remember to follow these five steps:

  1. Identify your Workplace Persona
  2. Analyze your experience
  3. Research other self-employed professionals
  4. Set up a portfolio
  5. Publish and promote your career story

Working for yourself isn’t for everyone. But if you like the benefits associated with self-employment, have determined that working for yourself is right for you, and are ready to become self-employed, follow the five steps I’ve outlined above. With tools like Work It Daily and Contra, you’ll easily transition from traditional employment to self-employment and finally enjoy the freelancing lifestyle!

4 Phrases Your Boss LOVES To Hear

4 Phrases Your Boss LOVES To Hear

If you want to put yourself in a position to build a strong professional relationship with your boss, while growing your career and managing up, you have to prove yourself as a reliable employee. Taking the right kind of initiative can go a long way toward strengthening your relationship with your boss.

It’s important to keep in mind that managers are not only responsible for your role and responsibilities and to a degree your career; they’re also responsible for their duties as well.

If you really want to prove yourself to your boss, think of ways to work these four phrases into your work vocabulary:

“Here’s A Potential Solution”

A boss listens while his employee shares an idea with him during a work meeting

Bosses hear A LOT of problems. And more often than not, they are expected to come up with a solution. The thing is, if it isn’t their problem, they are not going to actively seek out solutions. Therefore, when you come to the boss with a problem, immediately follow it up with a proposed solution.

This accomplishes two things. First, it shows your manager that you are solution-oriented. You took the time to examine the problem and think about ways to address it. Second, your solutions are essentially saving the boss time and energy and those are both gifts to your manager. This approach is a huge win for you and the boss.

“Here’s An Idea”

Two co-workers go over some ideas with their boss during a meeting

You should be a student of your company. You should be very familiar with the company’s goals, mission, and vision. You should also have a very good understanding of the company’s challenges. When you know these challenges, you should spend some time each week working on ideas to solve those challenges that the company faces.

When you go to your manager to say you have an idea that will positively impact the company’s bottom line, everyone wins. Bosses should love to hear ideas on how to make things more efficient and profitable. Look for these ideas whenever you have downtime at work.

“Let Me Show You”

An employee graphs out an idea in front of his boss during a work meeting

On time-strapped days, it is so much easier to show someone something than it is to tell them. When pitching something to a boss or sharing an idea or even solving a problem, show him/her what you are talking about. Sketch it out, give them a flow chart, or show them anything visual and talk them through it. If you can, make a quick prototype. It is so much easier than using just your words when the chances are good that the boss is distracted.

Think about it. When you show people what you are saying, you have captured two of their senses: hearing and seeing. If you give them something to hold—even better (three senses). This gets their attention and allows them to truly evaluate what you are trying to do for the boss or the company.

Always try to show people what you are talking about. It allows them to react to your idea in a more connected way.

“I Could Use A Little Mentoring”

Bosses are not solely responsible for your career. This is your responsibility.

If you need new challenges or want new opportunities, it is up to you to scope those out and present them to your boss. If you don’t know how to do something or think that you could develop your skills even further, it is up to you to ask for mentorship.

As the protégé, you must take an active role in carving out time for the relationship. When you seek mentorship from your boss, know that it may not be the boss who becomes your mentor. Your boss may not even be the right mentor. However, they can be the one who facilitates an introduction. When you ask for this type of guidance, your boss knows that you own your experience and will work to support you.

Building a solid relationship with your boss is the key to getting where you want to go in your career. These relationships will follow you throughout your career. These bosses will likely one day be the person you call on to be a reference. And when it comes time to be a reference for you, you want them to say that you were solution-oriented, respectful of their time, and full of an entrepreneurial spirit.

Need more help navigating workplace relationships?

Join our community to learn how to UNLEASH your true potential to get what you want from work!

This article was originally published at an earlier date.

Thank You Email After A Phone Interview: Tips & Examples

Thank You Email After A Phone Interview: Tips & Examples

Sending a thank you email after a phone interview is something that all serious job seekers should do. But unfortunately, many people aren’t sure where to start and what to include. This guide will teach you how to write a great thank you letter to send after a phone interview, helping you make a strong […]

The post Thank You Email After A Phone Interview: Tips & Examples appeared first on Career Sherpa.

How to Encourage Employee Productivity: A Guide

How to Encourage Employee Productivity: A Guide

A business relies heavily on its employees to succeed, so it makes sense that the more productive your employees are, the better your business will perform.  That’s why, as a business owner, you should always be looking for ways to increase and encourage employee productivity. Of course, how you do this will depend on your […]

The post How to Encourage Employee Productivity: A Guide appeared first on Jobacle.com.

Business Travel Tips – Winning the Travel Battle

Business Travel Tips – Winning the Travel Battle

Business travel tips are necessary, because nobody likes travelling for business when their body is sore, their clothes are wrinkled, and they have screaming children wailing in their ears. The fact of the matter is that business travel is a billion dollar industry, and that if you haven’t traveled on business yet, there will come […]

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How To Write A Vacation Request Email (Examples Included)

How To Write A Vacation Request Email (Examples Included)

Crafting a thoughtful and professional vacation request email is absolutely essential. Not only will it help you get your time off approved, it will also help your employer prepare for your absence. This guide goes over how to write a vacation request letter that checks all the boxes. Table of contents The Importance of Writing […]

The post How To Write A Vacation Request Email (Examples Included) appeared first on Career Sherpa.

Member Spotlight: Bharat Kirthivasan, Project/Program Management

Member Spotlight: Bharat Kirthivasan, Project/Program Management

At Work It Daily, we call our members “Workplace Renegades.” A Workplace Renegade is a person who believes in themselves and joins our community to finally take control of their career. They believe in working to live, NOT living to work. Bharat Kirthivasan is a top member in our community who exemplifies these qualities.

Below, Bharat Kirthivasan answers some questions about his career field and explains why he joined (and continues to participate in) the Work It Daily community.

Why I #WorkItDaily

@workitdaily Thank you Fatima for being the first to join our @tiktok social media campaign♥️♥️♥️@fatimalhusseiny We can’t wait to share your story with the world! Check out our campaign to learn more! @workitdaily #workitdaily #WhyIWorkItDaily #careertiktok #careertok #jobtok #edutok #mywhy #purpose #passion #worktolive #live #life #love ♬ Epic Music(863502) – Draganov89

I am proud to be a part of the biopharmaceutical realm. We help protect people and improve their quality of life. All our decisions are made with the patient in mind.

In the future, I want to cross-functionally manage every aspect of a product from initiation to commercial output. Using these skills, I would like to intelligently discuss the value of successful projects and the company as a whole.

Work It Daily provides an understanding of how to apply for positions, how best to present yourself in interviews, and how to communicate your insights on interviews and during your career. I have observed another dimension of the hiring process.

Benefits Of Being A Program Manager

Work meeting with multiple departments and the program/project manager

A program manager works on some or all stages of drug design, initial clinical trials, drug development, and commercialization. Often, multiple projects are being managed in parallel. You get a bird’s eye view of scenario planning, staying within budget, ensuring departmental collaboration, monitoring progress, and succinct communication with upper management.

The major benefit for me would be an interaction between multiple departments and functions that are all working toward a common goal. I particularly like it because I enjoy working with people, critical thinking, and finding effective solutions to problems.

Work-Life Balance For Program Managers

Calendar on computer for program or project manager

There is no formula per se. It is important to remember that life comes first and that an unhappy life makes it harder to thrive at work. When a project ends, do a quick retrospective: how good were your initial estimates on time, success metrics, other resources, etc.? Usually, a mad dash to the deadline negatively affects work-life balance; so, plan your work as much as possible (easier said than done).

Reasons To Work In The Pharma/Biotech Industry

Pharmaceutical/biotech industry concept

You contribute to people’s health and quality of life. Also, this field blends biology, chemistry, engineering, numbers, and critical problem-solving. Deadlines are tight and people pull together to meet them.

Advice For Program Managers

Teamwork, collaboration, pharmaceutical, biotech, creativity, brainstorming, skills concept

You should strengthen your people skills, patience, attention to detail, and grit.

We hope you enjoyed hearing from Bharat about his career and experiences inside the Work It Daily community.

Do you want to become a Workplace Renegade?

Join our community to learn how to UNLEASH your true potential to get what you want from work!

How To Never Fear Getting Laid Off

How To Never Fear Getting Laid Off

Do you know how to never fear getting laid off? Do you know how to make sure that you never have to worry about getting laid off?

It’s actually quite simple…

Twenty years ago, I left the corporate staffing and recruiting world, hopped to the other side, and became an advocate for you, the worker. And that’s because I saw an alarming number of people who didn’t understand that every job is temporary.

Change Your Mindset

@j.t.odonnell @j.t.odonnell HOW TO NOT FEAR GETTING LAID OFF #edutok #learntok #jobtok #careertok #truth #career #jobs ♬ original sound – J.T. O’Donnell

Those full-time jobs with benefits, they’re an illusion. It can change at any time. Ask all the people from the Great Recession of 2008, or better yet, the hundreds of thousands of people who have lost their jobs in the last six months. And they’ll tell you it’s all an illusion.

So what do you do? Because you want to feel safe, right? You want to feel secure. How do you get that security?

Well, it comes down to changing your mindset.

You need to stop thinking like an employee. Instead, start thinking like a business-of-one. Your job as a business-of-one is to sell and market your services to employers. For a business to stay in business (for you to stay employed or employable), it has to stay relevant in the marketplace. When you are confident in your skills and relevance as a professional, you don’t fear getting laid off. You know that every job is temporary, and if you get laid off, you can and will find another job.

This is just one of the seven mindsets that you now need in order to take control of your career and win as a Workplace Renegade. And when you truly feel in control of your career, you will never fear getting laid off again.

Need more help with your career?

Join our community to learn how to change your mindset and UNLEASH your true potential to get what you want from work!

Executive Spotlight: How To Handle Working With Difficult Customers

Executive Spotlight: How To Handle Working With Difficult Customers

You don’t have to work in customer service to work with difficult customers. In the business world, a customer is anyone (an individual or business) that purchases your goods or services. Some might be your “clients,” but no matter what you call them, they have the potential to give you headaches on the job. Fortunately, there are many strategies and philosophies you can use to handle those difficult customers.

We recently asked our leading executives how they handle working with difficult customers.

Here are their responses…

John Schembari, Senior Education Executive

Customers come in all shapes and sizes and what may be a difficult relationship for one executive might be in the charm zone for another. However, as a consultant, I sometimes struggle with clients who come to me because they have a problem that they could not solve but then do not give me the autonomy to solve it if this means that new strategies/systems proposed run counter to how the client had tried to solve their pain point in the past (and was unsuccessful).

This is an issue of control that often comes down to fear. So, to ease my client’s fears, I will communicate much more often and during each step of the process/service being provided—i.e., the creation of the initial work plan, ongoing impact/milestone reports, and a checklist of next steps/desired impact based on interim milestones/results of our work together. Some folks just like to have the road map out while they are driving down the road.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Lynn Holland, VP Sales & Business Development

Woman talks to a customer/client during a meeting

In our pressurized world, frustration and raw emotion can lurk beneath the surface. When triggered by unmet expectations, these are eight tips I’ve used to disarm and preserve goodwill throughout the buyer journey:

1. Seek to understand by interpreting their words and body language then reflecting back the thoughts and feelings heard.

2. Remember the affect heuristic mental shortcut that influences decisions and judgments based on views or past experience vs. the actual situation.

3. Begin with an “I don’t know” mindset vs. prejudging them or their situation.

4. Focus on listening, understanding, and discerning the next steps vs. forcing an insta-solution.

5. Break a big problem into bits to solve one at a time.

6. Expect anger, don’t personalize it, and realize they’re merely feeling misunderstood or undervalued and attempting to gain control.

7. Give them calm as an emotional signal to mirror.

8. Leverage available resources like a strategic pause to de-escalate, a screenshot to better explain, or a colleague’s confirmation about the solution.

Lynn Holland is a business development executive with 18+ years of experience taking operational, IoT & retail technologies, products, & consumer engagement to market with a focus in petroleum & convenience retail.

Mark Taylor, Product & Operations Executive

Serious man talks to a customer/client during a meeting

​I am currently being a difficult customer with a professional services company.

I’m a “reasonable person.” They have driven me to being difficult by losing my trust. I now question whether they are addressing my needs and doing their work correctly.

Firstly, they are unable to proactively and clearly communicate that the work is being done in a timely, accurate, and complete manner.

Secondly, I’ve had to chase them up over 1) not hearing from them as deadlines approach, 2) finding simple errors in their submissions, and 3) not having a crystal clear sense that they have considered “everything.”

So, to answer the original question:

Win and keep the customer’s trust by doing the work. Make sure it is timely, accurate, and complete.

Most importantly, PROACTIVELY communicate this timeliness, accuracy, and completeness in a crystal-clear manner. Rinse and repeat on a regular basis and in a consistent format.

Mark Taylor has 20+ years of risk, technology, and product management experience working in global and regional financial services firms in the UK and the U.S. He’s managed teams of 40+, successfully addressed 100+ regulatory issues, and has saved companies $15M+.

Kathryn Marshburn, Music Program Manager

Random act of kindness concept

​One of the amazing benefits of working for a marquee music artist is you get to travel on tour and see shows (like at Wembley Stadium – Summertime Ball) from a different perspective. I’ll never forget watching Flo Rida perform for HP and their top sales achievers meeting at a small awards dinner in Anaheim, California at the House of Blues. Flo Rida is known amongst booking agents as a professional, warm act that performs at a very high level for small and large branded events for C-Suite executives. Pure acts of kindness are always a part of his show, including jumping into the crowd. People touch him and hug him. (He holds toddlers too.) Most artists never engage like this; they pick up their check, perform, and fly out.

Flo Rida takes the time to learn the CEO’s name of the company or brand, prepares and repeats the product name in his mouth several times before he goes on stage, and includes the C-Suite spouses on stage to dance with him for his hit “Low.” If there are kids in the room he always brings them on stage and takes off his $20,000 diamond solitaire necklace and puts it on the child to make them feel special. (One show at a state fair someone accidentally walked off with it.)

I think I’ve watched the show 50 times and I am almost in tears every single time because it’s so good he’s such a great entertainer.

His mindset for customer service could and should be very arrogant based on his huge catalog of number one hits and gold records that he’s developed over his 30 years in the business, but he’s not. He doesn’t operate that way. His mindset is always humble, and to not only meet but exceed his customers’ expectations, and to do that he makes his show very personal. His mindset is to make sure that he connects with the audience and with the VIPs in the room and recognizes the brand in his performance, by name, in his shoutouts. He extends random acts of kindness in this way, giving his fans, new corporate friends, and others a really close visibility into who he is, almost as though he provides a show that no one expected. He thinks through who would be in the audience, what would make an impression, and how could he make sure to re-book.

To me dealing with difficult customers starts with the mindset of including daily random acts of kindness and personalization in your daily routine as part of great customer service. Providing a personalized style of connecting with difficult customers in a different way and recognizing their personal interests. For example, for the customer that is upset over late shipping could a personal call or handwritten note with an extra product change the dynamic? Could a quick search on social media provide that the customer is located in Florida and loves football and, in addition to an apology and correction of the mistake, you try connecting with them by sending a custom Bucs flag from eBay? These random acts of kindness can offer a surprising result and create a snowball effect into other positive results beyond great customer service. Those word-of-mouth stories about receiving something personal are the key to managing difficult customers.

Kathryn Marshburn has spent 12+ years in the music and gaming industries guiding teams on identifying targeted goals with an agile approach resulting in driving revenue and reducing risk.

Ana Smith, Talent Architect & Global Learning Strategist

Woman talks to her boss about difficult customers/clients

Having difficult customers is really harsh, right?

It’s not all doom and gloom, though. Taking prompt steps to turn difficult customers into ideal ones does not involve changing their personalities or getting them to see things only from your point of view.

It just takes a little bit of empathy and knowing how to approach the situation. Here’s what has helped me in the past:

1. Find the common ground

The first step is to determine what you and your difficult customer have in common. What are their goals? What do they want out of this situation? Once you’ve identified that, it will be easier for both of you to come up with solutions that will satisfy everyone involved.

2. Communicate effectively

Next up, make sure that everyone knows exactly where they stand. If there are any miscommunication issues or unclear expectations, it’s important to address these problems ASAP and make sure everyone understands the situation before moving forward with any plan or solution development process (or else we risk falling back into those same old patterns!).

3. Be flexible but firm

Once everything has been clearly communicated and agreed upon by all parties involved (and make sure that if/as needed things are in black and white).

The bottom line, I think it all comes down to communication. Let’s not forget that in addition, in this day and age, we have:

  • Global clients who also come from different cultures, backgrounds, and languages
  • Clients from four different generations at the same time

If we can communicate effectively and openly with our customers, we can figure out what their needs are and how we can meet them. If there is any misalignment or misunderstanding between us and our customers, this is where it will occur. If there’s no clear understanding of what they need from us and why they’re buying from us (or not), then we’ll have trouble getting through to them. We need to be able to answer questions like:

  • What are their goals?
  • What problems are they trying to solve?
  • How do they currently solve those problems?
  • Why aren’t they happy with their current solution?
  • How would they prefer solving these problems moving forward?

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the “red thread.”

Percy Leon, Digital Media Content Executive

Man talks to difficult customers/clients on the phone

As a content creator and also doing sales and marketing, it’s important to know how to handle difficult customers.

I do want my customers to be happy and satisfied with the product or service that I provide. But, when that doesn’t happen, I need to know what steps to take next.

Here are some tips for dealing with those tough customer conversations:

1. Stay Calm: During a difficult conversation, it’s important to keep my cool and not get too emotional. If I can remain calm during the exchange and remain professional, then I’m more likely to find a resolution that is agreeable to both parties.

2. Listen Carefully: Difficult customers are often the ones who are the most vocal. Instead of trying to talk over them, I take a step back and really listen to what they are saying. This gives me an opportunity to understand their point of view and come up with a solution that works for both parties.

3. Be Proactive: If I can anticipate the customer’s needs, then it’s easier to provide resolution or possible solutions. I try to communicate as much as possible and offer solutions before my customers have a chance to bring this up, as this shows that I’m on top of the situation and willing to work together to find a suitable solution.

4. Be Understanding: No one wants their problem to go unresolved and customers are no different. If there is a problem with the way the content is shot or lit, or something else, I show understanding and empathizing with their situation will help them feel like they’re not alone in their struggle.

5. Follow Up: After the conversation is over, I feel it’s important to follow up with the customer and make sure that their issue was resolved correctly. This will help build trust and show them that you value their business this also adds repeat customers.

By following these tips, I can ensure that my customers are happy and that their issues are taken care of in a timely manner. Handling difficult customers can be tough. It does take practice and a lot of empathy, but with the right approach, I can ensure every party is happy.

Percy Leon is a digital media content producer specializing in educational technology and entertainment. He is interested in web3, metaverse, and the use of virtual reality for storytelling.

Lisa Perry, Global Marketing Executive

Woman talks to a difficult customer/client on a video call

We can all relate to dealing with a difficult customer at some point. As a brand marketer, I don’t interact with the typical customer. My direct customer interaction tends to be with internal customers, influencers, and strategic partners. Some of my most difficult customer interactions have been dealing with an internal customer who doesn’t respect my team or me, which results in the challenge of getting anything done. Here are several tips on effectively handling working with a difficult internal customer:

  1. Remain Calm: It’s important to remain calm, professional, and composed, even if the customer is aggressive and disrespectful. Maintain a positive attitude. Try not to take it personally (this is really hard to do).
  2. Active Listening: Try to understand their concerns, ask open-ended questions, repeat back to them what you heard to ensure alignment, and find a solution that works for both parties.
  3. Empathize: Show empathy for their situation. This can help to de-escalate the situation and build rapport with the customer.
  4. Offer Solutions: Work with the customer to find a solution that meets their needs and expectations. Offer several options and be flexible in finding a solution that works for both parties.
  5. Escalate When Necessary: If the situation is escalating and you feel threatened or unable to handle the situation, it’s important to escalate the issue to a manager or someone with more authority to handle the situation.
  6. Documentation: Document the situation and solutions offered, and ensure they are satisfied with the outcome. This will help avoid similar situations in the future, help maintain a positive relationship, and build trust.

Remember that dealing with difficult customers is difficult, but it’s important to remain professional and not take their behavior personally. By remaining calm and working with the customer to find a solution, you can turn a difficult situation into a positive experience.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

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