Connect with us

Tip Sheet

Tip Sheet: Don’t Be Afraid To Have an Occasional Moan

mm

Published

on

Don’t Be Afraid To Have an Occasional Moan

There can be some solid mental health benefits from having an occasional moan, says Guy Winch, a clinical psychologist and author of The Squeaky Wheel: Complaining The Right Way. The secret is don’t go on for too long and never let your words devolve into a whine. When it comes to criticizing employees, Winch recommends a “complaint sandwich” — placing your criticism between two positive statements. “The first positive statement will lower the other person’s defensiveness and make them more open to the complaint itself. The last will motivate them to resolve the issue,” Winch told New York magazine.


McDONALD’S THEORY

When faced with a dearth of good suggestions on how to tackle an issue, tech blogger Jon Bell suggests his McDonald’s Theory. When applied to eating, it goes like this: “When we’re trying to decide where to eat for lunch and no one has any ideas. I recommend McDonald’s. An interesting thing happens. Everyone unanimously agrees that we can’t possibly go to McDonald’s, and better lunch suggestions emerge. Magic!” Bell says the same strategy can be used for just about any issue, especially creative projects, where the first step (deciding) is harder than the second.


GET PRODUCTIVE

Overwhelmed by your to-do list? Use this productivity flowchart to quickly sift the “must‑haves” from the “nice-to-haves” to get started whittling away at those items. invmag.us/productive


KNOWING WHEN GOOD IS ENOUGH

We like Louis CK, and one of the main reasons is because in much of his humor there is wisdom. Such as his take on what to do when you’re struggling to choose a new phone or cable service provider: If you’re 70 percent happy with your decision, just go for it. “That false perfectionism (of trying to make the correct choice) traps you in this painful ambivalence, but it also bleeds into big decisions,” he told GQ magazine. “So my rule is that if you have someone or something that gets 70 percent approval, you just do it. ’Cause … who the *!#! do you think you are, a god?”


THE POWER OF POTLUCK

Over the years, we’ve heard of numerous practices that once a week get together for a potluck lunch. Leading food blog Epicurious recommends something similar. It’s called a “lunch swap,” and will ensure that for several days a week everyone eats healthy, family-style meals that boost communal feelings. It also recommends easy-tomake recipes here: invmag.us/recipes.


Advertisement

 

WE’RE ALL GOING ON A …

As a reward for performance, bonuses have their place, but employees often use them to pay bills. To get his staff excited, Dr. Blake Hutto at Family Vision Care in Alma, GA, booked a getaway at the luxurious Amelia Island Plantation for his entire staff (monogrammed towels included). “It was a reward for their hard work, and for a bit of ‘forced relaxation,’” Hutto says, adding that after the announcement, staff huddled around a computer, checking out the resort. “It’s a reminder to go above and beyond in all aspects of practice,” Hutto says.


NEVER LET THEM WALK

Want to know the No. 1 rule of running an eyewear business? It is this: Never, ever let customers walk out without buying if you can close them at that moment. If the client happens to be waiting for a prescription, don’t tell him it’s OK to come back later when he has his information. Instead, show him your frame offerings, style him to the best of your ability, get his agreement on the frame that captures him best, take the measurements you need, write down the job order, and finally, collect a deposit. The prescription isn’t the issue. That information can easily be gotten by call, email or fax later. Stop losing sales by forgetting this simple rule of business survival.


This article originally appeared in the June 2016 edition of INVISION

Advertisement

SPONSORED VIDEO

Promoted Headlines

Want more INVISION? Subscribe to our newsletter.

Comment

Ask INVISION

What the Law Says About Retailers Who Say They’re Selling at ‘Wholesale’ Prices and More Questions for March

Unless it’s true, it might be a criminal offense in your state.

mm

Published

on

How can I improve the open rates on my email marketing bulletins?

A few years ago, MailChimp.com did a survey of some 40 million promotional emails and found that those with the highest open rates (from 67 to an amazing 80 percent) were the ones that were — surprise, surprise — the least promotional. Typically, they had subject lines that told the recipient what was inside (they didn’t confuse e-bulletins with promotions or vice versa), they used the company’s name in the subject line, and had straightforward subject lines — they weren’t too “salesy” or pushy (this also helps you avoid spam trigger words). Most email providers will allow you to write subject lines of up to 60 characters but you should try to keep it short and to the point, between 30 and 40 characters and no more than five to eight words.

Teen Sees Color for the First Time — Watch Her Reaction
Videos

Teen Sees Color for the First Time — Watch Her Reaction

Video Shows Just How Fabulous Eyeglasses Were in the ’50s — Take a Look
Videos

Video Shows Just How Fabulous Eyeglasses Were in the ’50s — Take a Look

He Recorded a Song with His Optometry Equipment — and Absolutely Killed It
Videos

He Recorded a Song with His Optometry Equipment — and Absolutely Killed It

Constant Contact, another service provider, recommends you state a clear benefit to opening the email. Email messages that have an “exclusive” offer in the subject line, such as “Private event” or “For select customers only,” can generate an additional 24 percent open rate, according to its studies. Of course, you don’t want to be too dry. Your content should be as friendly as possible. Open with the recipient’s name, use a tone that reflects your personality and end with your signature line. Most important, give them something they want. If they’ve opted in and you are responding to their interests, you too might be able to get super-high open rates.

One of the questions I always get, and hate, is “Do you have to charge sales tax?” How should I answer this?

Here’s a simple way to defuse this sneaky discount ploy. Look at the customer directly, smile, and say, “Actually, I don’t charge sales tax. I collect it.” They’ll get the point. And while everybody wants the best deal possible, they’ll probably trust you more for it. Because if you’d cheat on your taxes, why should a customer or patient trust you to take care of their vision?

My store seems like a reality TV show: unnecessary drama. Addressing it only seems to add fuel to the fire. Is there a way to bring it under control?

You’re not alone. After profitability concerns, this is the No. 1 headache of business owners, says business coach Lauren Owen. Drama and discord create stress and hurt productivity. There is no quick fix but there are a number of things you can do, starting with regular meetings. “Scheduled, well-run meetings are essential to clear communication and team building and addressing potential conflicts,” says Owen, adding that such meetings are conspicuously absent at stores with drama issues.

Other steps include confronting your drama queens, addressing your underperformers (there is often a hidden cost in the resentment they cause), performing a cost-benefit analysis on your high performance/maintenance employees (sometimes they just suck all the energy out of a store), and finally taking a good look at yourself. “Some people actually like drama, despite what they say,” Owen says. “If you were really honest with yourself you might understand that the drama is satisfying some need of yours. Attention? Power? Control? Do you avoid all conflict, even healthy conflict, at all costs?” And are you giving your staff a clear sense of purpose — that eyewear is about something much bigger than business?

My practice has never grown the way I had hoped … or hired for. To keep going, I feel we need to downsize. How can I do it without destroying staff morale?

Layoffs are tough. You can’t have high productivity without good morale, and you can’t have good morale unless people have confidence that the company has a future and that the business is going to treat them fairly if things get worse. Employees need to know that you respect and value their contributions and don’t just view them as a resource.

Sometimes, however, you have no choice but to order layoffs. In that case, remember three rules.

1. Do them all at once. Dragging things out will destroy morale.
2. It’s better to cut too much than to cut too little.
3. Make sure all remaining employees understand that what you’re doing is saving their jobs.

Continue Reading

Tip Sheet

Earn Some Low-Tech Loyalty and More Tips for March

Like an inexpensive way to tell your customers about what’s new.

mm

Published

on

merchandisingSign Language

When you go to a trade show, your vendors immediately tell you what’s new, right? Of course they do. You can do the same. Merchandising consultant Larry B. Johnson says the best way to draw interest from regular customers is to put a whiteboard on an easel (total cost: $79) just inside your door with all of your new products written on it.

Teen Sees Color for the First Time — Watch Her Reaction
Videos

Teen Sees Color for the First Time — Watch Her Reaction

Video Shows Just How Fabulous Eyeglasses Were in the ’50s — Take a Look
Videos

Video Shows Just How Fabulous Eyeglasses Were in the ’50s — Take a Look

He Recorded a Song with His Optometry Equipment — and Absolutely Killed It
Videos

He Recorded a Song with His Optometry Equipment — and Absolutely Killed It

planningBuy-In Gets Results

The staff at Midwest Eye in Downers Grove, IL, were intimately involved in planning its renovation. The result was an office full of individual character, that is functionally attuned to staff needs, and, according to practice manager Pam Peters “a space we all love to work in.” Natalie Taylor, one of our 2018 America’s Finest judges, concurs: “The office’s flow is great — a separate desk for check-in and check-out, wall-mounted TV, and optical kiosks all show the collaboration of staff in designing the space.”

managementDon’t Beat Around the Bush

When you’re delivering good and bad news to employees, always give the bad news first, says Daniel Pink, bestselling author of When: The Scientific Secrets of Perfect Timing. He acknowledges this often feels counterintuitive, as many hope to cushion the bad stuff to come. “But that is wrong,” he recently told The Washington Post. “The research tells us this very, very clearly. If you ask people what they prefer, four out of five prefer getting bad news first. Given the choice, human beings prefer endings that elevate.”

techGo Gray

Worried your relationship with your phone is less than healthy? Switch your display from color to grayscale, recommends Catherine Price in her book How to Break Up With Your Phone. (This is so threatening to phone makers’ addiction business model, it’s hidden five levels deep on the iPhone: Settings > General > Accessibility > Display Accommodations > Color Filters.)

managementOn a Roll? Take a Break

According to a Columbia University study, the key to taking effective breaks is to stop even when you don’t feel like it. “Participants who didn’t step away from a task at regular intervals were more likely to write ‘new’ ideas that were very similar to the last one,” the authors explained in Harvard Business Review. So, “if you’re hesitant to break away because you feel that you’re on a roll, be mindful that it might be a false impression.”

marketingLow-Tech Loyalty

Consumers spend more at retailers with loyalty programs. But if creating one seems like a chore, borrow New Jersey pet store Maxwell & Molly’s Closet’s idea: Spend $200 and earn 5 percent off on all purchases for life. Keep it simple.

Continue Reading

Tip Sheet

Stop Expecting So Much and More Tips for February

But always bring donuts if you’re running late.

mm

Published

on

staffMore Donuts

Want to add some fun to your store? Take a tip from Sherrie’s Jewelry Box in Tigard, OR, where “you’re never late to work if you bring donuts,” owner Sherrie Devaney told INVISION’s sister publication INSTORE magazine.

TRADE SHOWSGood Expo Days

Headed to Vision Expo East? Follow the advice of marketing consultant Andrea Hill and take along a collapsible instant hot water carafe “because coffee is the beginning of a good day” and those Starbuck’s lines can get brutal.

hiringValue Added

Anand Sanwal, the CEO and co-founder of fast-growing tech company CB Insights, has an interesting take on the best question to ask a job candidate — “Tell me how you prepared for this interview.” Not only does the reply likely reveal a lot about how the person’s commitment to the position — do they care? — but it hints at their work ethic and analytical capabilities, he says. In the case of good candidates who have done their homework, they may even have fresh ideas about the way the company functions. “All of a sudden it goes from an interview to a conversation and that is a really encouraging sign if someone is adding value at that stage,” he told The Twenty Minute VC podcast.

psychologyKeep It Real

The problem with high expectations is they often result in future disappointment. Meanwhile, low ones tend to make you glum since there’s not much to look forward to. The answer? Stop expecting, says Jason Fried, who has written several books on work. “I used to set up expectations in my head all day long. But constantly measuring reality against an imagined reality is taxing and tiring.” Expectations also keep you mentally living in the future and deflated when events don’t measure up — even if what happens is pretty good. So, in 2019, don’t expect so much.

planningUse Will-Do Lists

When making your daily to-do list, don’t pick 20 things you hope to do that you think add up to one day’s work: you’ll overestimate your capacities. Instead, pick the three or four most important things, and really commit to doing them, even if you think they’ll take you only a couple of hours, suggests Luciano Passuello at litemind.com.

Advertisement

merchandisingProtect Your View

Yes, the job market is tight and you may be short staffed, but hang those Help Wanted flyers on a local bulletin board or near your counter, not as some retailers do, in your front window. “Your front window is your customers’ first impression of your store,” says merchandising expert Tom Crossman. “Don’t make it a messy one.”

TIME OFFShort and Sweet

There seems to be a belief that a “proper” vacation requires at least a week. But as psychologist Thomas Gilovich told the Boston Globe, “If you have to sacrifice how long your vacation is versus how intense it is, you want shorter and more intense.” That’s because we remember and judge our experiences not in their entirety but according to how they felt at their emotional peak, and at the end. Yes, time feels scarce in the modern world. But you have no excuse for not having a memorable holiday this year. Start planning now!

Continue Reading

Advertisement

Advertisement

Advertisement

Most Popular