Interview Questions - Interview Tips 103

Prior to an interview, think about some questions that may be asked, or discussions that will happen. This assists in avoiding stumbling while attempting to come up with an answer. Remember to stay positive. Even a question that can result in a negative answer, think of a way to turn it around to a positive answer.

Some questions an interviewer may ask are:

• Tell me about yourself – keep this answer work related
• Why did you leave your last job? Avoid negative terms such as quit, terminated, or no baby sitter. Use a positive statement such as contract ended, career change, or to raise a family.
• Who was the best and worst supervisor you have ever had and why? Rather than talk negatively, turn it around positively saying you have learned something from each supervisor and co workers. Even in a negative environment, there are lessons that can be learned.
• How did you handle working for a difficult supervisor? Be honest, if you never have worked for a difficult supervisor, express that. Again, turn it into a positive response. I attempt to keep communication open and usually realize we have the same goal, compromising on the steps to take to reach it. I enjoy open communication.
• How do you handle it if you think a boss is wrong? It depends on the boss’ personality. If I am comfortable with them, I will ask what their thoughts are on my suggestions. If they tend to get angry, if there is time, I may prepare a project their way, then prepare it mine to show for approval or suggestion.
• Why do you think you would like to work here? Let them know you have researched the company, and would like the opportunity to be a part of it.
• What do you look for in a supervisor? Guidance and training, ability to communicate openly and that they are open to suggestions and feedback from team members are all good answers.
• Why do you want to leave your current company? To be honest, I am not unhappy, but saw this position and recognized this as a good company to be with. I decided to inquire, as it sounds like an exciting opportunity and match for my qualifications.
• What are your weaknesses? Again, turn this into a positive, such as my spelling is not always perfect, so I use a spell checker.
• What are your strengths? I am a self starter, such as I researched and found a way to save money for the company by….

Be prepared to ask the employer some questions to show interest in the position and the company.

• What does a typical work day or week involve?
• If I am offered this position, when is the start date?
• Who would supervise me?
• What kind of training is provided or available?
• What are the opportunities for advancement?
• If an interviewer does not ask for references, offer your list prior to leaving.
• If they do not offer you a timeframe for making a decision, it is ok to ask.

These types of questions genuinely asked show interest in learning more and are encouraging for an interviewer to hear.

There are a few questions and subjects that may leave a negative impression and should not be asked or addressed during an interview. Some things that may keep an applicant for being considered are:

• Being late for the interview
• Negative attitude
• Incomplete or sloppy application and/or resume
• Unwillingness to start at the bottom and prepare to advance
• Lack of eye contact, which suggests lack of interest or enthusiasm
• Inability to express information clearly
• Untidy appearance

Questions such as: when can I take vacation, can I change my schedule, and what does this company do (you should know this from previous research)

Practice answering some questions to make the process less stressful, even relaxed. Be enthusiastic as boring gives impression you will be bored with the job and not interested. Focus on how you can solve problems for the company, while bringing value, not how much you need a job.

When considering a new position, examine all aspects of a company, not only the salary, but benefits, location, traffic, workload and hours. 

Preparing for an Interview - Interview Tips 102

When applying for a job, there are several things to be aware of and remember. Before submitting a resume, always be prepared to receive a telephone call to discuss the position you are applying for. Learn who the company is, what they do, how they do it, who works there and as much about those people as possible. This is a great start to determine if you may be a good fit. Most companies have a website to begin with. Take advantage of social media by searching for them on Google+, Twitter and Facebook. Review profiles of owners and managers on LinkedIn. This may include more company information as well. Look for length of time in business, locations, divisions and the kind of product or service provided.

Do not be shy about asking employees that you may know for referrals. If you know someone who works at a company, contact them and ask for information that may be helpful to you.

When you receive a telephone call and schedule an interview, review the company again for updates or news articles of relevance. Review your resume and cover letter submitted so conversation is consistent with information previously provided.

Confirm with professional contacts and friends they will be references. Make them aware you are interviewing and may receive a call or email so they will be prepared. Gather complete telephone numbers, addresses and emails. List all of this information on nice stationery to provide at interview if needed.

First Impression Counts 

Dress neatly and conservatively. Clothes should be clean and pressed, hair neatly combed, shoes shined and minimal makeup, perfume, aftershave and jewelry. A good rule to follow is “if in doubt, do not wear it”. Do not take away from the interview by wearing distracting clothes or accessories. An interview is not a good time to wear the bright flowered tie you received for a gift. A conservative solid or striped tie will not be distracting. A jacket is always a winner paired with a button down blouse or shirt. After researching the company, determine how formal is necessary. Anything less than neatly groomed will lead an interviewer to think this may be the best that it gets. 

Interview Etiquette

Leave sunglasses and ear buds in the car, leaving your hands available, thus avoiding embarrassing scrambling and dropping things. Prepare for an interview by being well rested and alert. If you are distracted during an interview, an employer may wonder how well you will focus in a job.

Take a nice folder with extra copies of your resume and references. An interviewer may not have a copy available or may bring others in who may like one as well. Include a pen and notepad. Having this information readily available is also necessary should you need to fill out an application. All dates and information will be consistent with your resume. Be prepared to take notes. This shows you are interested and also saves you forgetting useful or needed information.

Be on time. Map your route prior to the day of the interview if you are not sure of the location. Arrive 15 minutes early, even if you stay in the car for 5 minutes. If you are late, it shows lack of respect for the interviewer’s time, the company, as well as your time management skills and work habits. This also allows time to relax and focus before being in front of your potential employer.

If you have a bottle of water or cup of coffee beforehand, toss it before even going into a building to interview. This will save embarrassing spills and distractions. It may be just as well to even pass on a drink if offered during an interview. Turn cell phones off or silence before entering the building and put away. It is impolite and distracting for a phone to ring during an interview.

While waiting for your appointment in the lobby, spend this time examining your surroundings. Are there books available showing examples of work the company is involved in? Are there pictures or awards on the walls? Learn the company mission statement. Leave all emotional baggage behind so you have a pleasant expression on your face as people walk past you as you are waiting. Genuinely smile as people may pass by. 

You are well on your way to making a great first impression and winning a new job. 

Resume and Cover Letter Tips - Interview Tips 101

Resume Tips

A resume is an example of our work. This is the first impression of our strengths, so making it the best it can be is of utmost importance. Even though the position we may be applying for is not in sales, we must sell ourselves to a potential employer while determining if the company is a good fit.

• Ensure that all of your contact information is included and correct. If your email address is samsmom@..., consider opening a new account with a professional email address. A version of first and last name are best. Include complete address, cell and home  telephone numbers.
• Include complete names, addresses, telephone numbers and email addresses of past employers and references so an interviewer does not have to search for information.
• Keep resumes short, no more than two pages. An employer will lose interest if it is any longer. There is a fine line between too much crowded information and a clean easy to read resume.
• Resumes should be unique, but polished. Print resumes and cover letters on attractive stationery, but not colors of the rainbow. Use an easy to read font.
• All information being accurate and correct shows a potential employer that you are reliable and pay attention to detail, regardless of a position you may be applying for.
• Ask someone for assistance when preparing a resume, or at least review it when it is completed. There are services you can pay, or ask a friend or family member who is professional and can guide you.

Cover Letter Tips

Cover letters should be included with each resume submitted, even if the company does not request one. This letter should complement and add information to your resume, not duplicate it. Each cover letter should be unique to the particular position. When emailing a resume, unless requested as an attachment, submit a cover letter in the email.
Cover letters should be addressed to a person. If a contact name is not mentioned in an advertisement, search online for a hiring manager to address.

• A cover letter should describe in detail why you are qualified for a specific job you are applying for. This is where you express specific experience and accomplishments. List the job requirements and the qualifications that your background match.
• Your cover letter gives an opportunity to explain gaps in work. Account for time to care for children, travel or for education.
• Have someone edit each letter to check for grammar and spelling. It is easy to miss mistakes in our own writing.
• Keep copies of each to review when you receive a call to interview.

The cover letter and resume submitted to a potential employer are your first introduction. Strive to be knowledgeable, interesting, and leave an interviewer anxious to learn more about you. 

A View Into Current Customer Service Trends - 103

Maintaining Customer Service 
After a customer service relationship has been established, there are steps to maintain it, just as you would work to maintain a friendship.

We find it important to keep in touch with clients after a sale is complete, by having a team member follow up. It can take the relationship a step higher, which makes a client even more comfortable. Depending on the type of business, it is sometimes fun to create new ways to show a customer we care about them. At a minimum, a follow up telephone call or a personal hand written note will remind them you care. 

Asking the delivery person to provide a customer service survey will allow a client to express their feelings when they might not otherwise.  If there is a complaint, that is the perfect time to provide even better customer service by exhibiting patience while listening to any complaint and quickly resolving it. Always check back with a customer to confirm their satisfaction with the resolution. Even if they don’t acknowledge it at the time, they will remember your concern.

Be proud of and advertise your customer service. Ask for referrals and be sure to post any testimonials you receive to your website or blog. You will want your prospective clients to have access to these and this will make them easy to find.  Source One Record Management recently provided us a list of references with contact numbers up front and encouraged us to make the calls. They wanted us to hear firsthand the magnitude of their willingness to please their customers.

On the flip side, there may be a day when you encounter an unhappy or rude customer. Always remain calm and pleasant. The two words “I understand” are a great start to a resolution. They may not acknowledge it at first, but they will remember your courtesy later and share with someone else. It will be harder for them to remain upset when you are working to defuse and resolve an issue.

You can also add a customer survey to your online site or shopping cart. Restaurants can make surveys available on the table while brick and mortar companies can host contests in an effort to get surveys completed. Then, post the results!

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.

A View Into Current Customer Service Trends - 102

Customer Service = Respect

It is really not hard if we (business owners, sales people, even office staff) remember to treat customers the way we like to be treated. Whether we are on the other side of the counter face to face (F2F), sending e-mails, on the telephone or shopping online, customers expect and deserve respect. If all their needs are met along with an added dose of kindness, they will almost certainly return. And most importantly, they will spread the word.

Example -

TJC Mortgage located in Birmingham, AL is a fine example of customer service. I recently contacted one of their owners regarding refinancing a rental home. After only a few minutes and a couple of questions, owner Chris Carter regretfully explained the reasons against refinancing rental property and suggested that I contact my current mortgage company to assist. He asked that if in the future I remember TJC Mortgage. And, I certainly will.


Customer service is a daily function. You may not believe it, but it does help to smile. I recall reading a few years ago an article that advises those of us in customer service roles on the telephone to look into a mirror to smile as you are conversing. Customers will hear the smile in yur voice, which can help soothe even the most irate caller.

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

We strive to form a relationship by staying in touch with our customers, which strengthens the business relationship and encourages loyalty. It is important to properly introduce not only our salesperson, but any other customer service representative and delivery personnel. This may take additional organization and teamwork, but our company is then off to a great start. When great service is provided by the 'team', it exponentially increases the chance for referrals.

Depending on your business, have fun coming up with creative ways to show a customer you care about them.  A personal follow up phone call, or a hand written note speaks volumes. Use your imagination. Stop by their office with a box of ice cream sandwiches, or a tin of cookies.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.

A View into Current Customer Service Trends - 101

One of the first lessons learned would be, the customer is always right! This may sound extreme and not always appropriate, but it goes a long way toward customer service. We all need happy and returning customers to prosper no matter the nature of our business. A good rule to remember is to always put yourself in your customer’s shoes.

A positive first impression is a friendly voice on an answered call or a smile in person. When we are knowledgeable and clients know we enjoy sharing information with them, answering their questions and solving problems, a relationship is built. We enjoy meeting new customers, and being allowed to work with them. 

Being genuine and getting to know our customers will build a relationship. This will assist in remembering names and information that will reassure them that we are truly interested. As everyone tends to be so busy and preoccupied, we find our clients appreciate an employee taking the time to learn their name, discover their needs and let them know we genuinely care. We assure them that our staff is trained and knowledgeable. If they have a question, we have the tools and resources to find it quickly. Our clients are always a priority.

Example:

NEX21 Partners recently had an opportunity to explore storage options when we no longer met the minimum charges with the company currently providing this service to us. We had to look elsewhere and contacted Stacey Elliott, owner at Source One Records Management, Inc. Stacey has called, emailed, and answered question after question. And, Greg, their warehouse manager, has called to introduce himself and to offer assistance. Just this morning, an email with questions was returned with answers within five minutes. Their response was accompanied with a pleasant note as well. Extra effort will go miles and miles with customer service as Source One Records Management's team responded quickly, they are friendly and above all they are consistent when explaining the services they offer. They have truly gone above and beyond.

Our goal is for a customer to be an acting part of our business.  Just as we are courteous to visitors in our home, we welcome clients into our business. We show them in, make them feel right at home, and anxious to return. We remember that a customer is choosing our service or product. Clients will feel so welcome that they will be excited to contact us again, as well as share their experience with others. 

Ethics 101: Organized Ethical Behavior

By: Lynn Tolbert

There are many times you may come across an organization’s mission statement and see the words, ‘Ethical Behavior’.

Just as there are personal ethics, an organization can adopt ethics as well. Ethical behavior can be a reflection of an individual’s beliefs, whether their actions or decision are right or wrong.  

Each year, organizations spend thousands of dollars in an attempt to influence behavior in others. While written policies and codes of conduct may support, encourage and develop the mission statement, they will not deter your decision to act in an ethical manner.

A short read in the book ABC’s of Ethics, written by Michael Buckner, the author defines ethics by using the English alphabet to assist the reader with enhancing his/her understanding of ethics and what it means to an organization.

• (A) Action to build relationships on a strong foundation of trust, honesty and respect.
• (B) Benefit a person’s “failure to increase the good of others when one is knowingly in a position to do so.”
• (C) Character leads individuals to make his or her decision about how to act or behave. He continues through the letter Z. 

Here’s my version of the ABC’s of Ethics; trust me I will not get beyond the letter C....

• (A) Attitude is a response to a person, object, situation or issue. Influences on attitudes are a direct experience and involve social learning.
• (B) Behavior is consistent with one’s personal values and at times, those commonly held by society or the organization.
• (C) Culture is a combination of the individual’s attitudes, beliefs, values and social habits.

The premise that an organization can have ethics is not outside the realm of understanding when you look to the individual dynamics within the organization. Your views and decisions will help define the ethical behavior in any organization.

Taken directly from our ethical business conduct policy is the following quote: “We expect our managers and employees to act in an ethical manner.” We do not attempt to control the private lives of our managers and employees, but we do expect our managers and employees to avoid acting in a way that could damage our reputation.

Bet you didn’t see that coming….