Do this first, skip the humiliation later

What was your most humiliating moment? Mine was near the end of my sophomore year in high school one clear evening at a track meet. But not just any track meet. A track meet against our rival school over in the next town. It was the biggest meet of the year, both from a team standpoint and socially. Normally I ran the 200m, but for whatever reason the coach asked me to take part in the 4 x 100 relay. I thought it was an odd request to ask at the track meet, since I had never done the relay before, not even in practice. But they wanted me to run the second leg so I obliged.

Written by Sonia 4 years 5 months ago

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Why a little paying attention can lead to major delight

How well do you pay attention? Over the weekend I had breakfast with some friends. As I was perusing the menu, I heard two of my friends talking in the background about the water the waiter had brought for the table. And then I heard one tell the other that I could have his water because he wasn’t going to drink it, and I go through a lot of water while I’m eating. This made me smile.

Written by Sonia 4 years 3 months ago

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What do you to to make sure you show up ready?

What do you do to make sure you always show up ready? A few years ago, I showed up for my first triathlon. I had been training for a few months, and was really excited about completing the race. But when I arrived to pick up my packet the day before the triathlon, I realized I wasn’t as ready as I should have been.

Written by Sonia 4 years 3 months ago

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How to eliminate risk for your customers

Have you ever made a purchase you wish you hadn’t? Earlier this year, my friends and I spent some time exploring India. As we were booking our hotels in advance we noticed that many of the brands were unfamiliar to us. Thus we were left with nothing more than photos and online traveler reviews to use as a guide for where we should stay. During our trip we were to visit four different cities and stay in three different hotels. Things were humming along quite nicely for our first three stops. And then we arrived to the hotel in our last city. It was definitely a turn for the worse. It wasn’t at all what we were expecting. Ugh.

Written by Sonia 4 years 3 months ago

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How to make your customers want what you got

Is there a product that you would gladly be a walking billboard for? For me, it would be Invisalign. Earlier this year I finished my Invisalign treatment to close a space in my teeth. I’m totally happy with the results. Total treatment time was about a year and a half, but the time just seemed to fly by. I don’t think the average person would be excited about getting braces, but that doesn’t eliminate the need for them. I for one wrestled with the idea of getting braces for a long while before I actually moved forward with them.

Written by Sonia 4 years 3 months ago

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Why you need to penetrate the circle of trust

Have you ever eagerly anticipated a new product coming out? For me, the product that I’m most excited about at the moment is a movie, The Best Man Holiday. It’s the long awaited sequel to The Best Man that came out in 1999. I remember being so excited when I saw the trailer come across my newsfeed on Facebook. Too bad I’ve still got another three whole months to wait before it comes out. Because I watch very little television, the only way I would have found out about this movie is through my network. This is largely my circle of people or entities that I’m connected to, mostly online, that I’ve come to rely on informally to keep me up to date with what’s happening in the entertainment world around me. When someone within my circle of trust (note: this is only a select group within my social network) shares something that I think is interesting, I’ll often check it out

Written by Sonia 4 years 2 months ago

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Why you need to choose how exclusive your awesome party should be

Years ago when I first moved to Philadelphia, I was in search of a hair salon. Finding a quality place to get your hair done is never an easy task, and it was one I certainly wasn’t looking forward to. After a few weeks, I finally got a great lead. Woohoo! One of my co-workers whose hair I just loved gave me the details of the salon she had been going to for a while. She swore by their in-house made all natural products, and credited them with how great her hair looked. So off I went to make an appointment. It wasn’t easy, but I was finally able to get squeezed in. And sure enough, I loved the products and the way they made my hair look and feel. Oh yes! I thought. The search is over. I have found my new salon! Before I left, I tried to go ahead and make my next appointment. Unfortunately for me, they were booked well in advance, and I wouldn’t be able to get another appointment for months. Of course, that just wasn’t going to work for me. Ugh! What was I going to do?

Written by Sonia 4 years 2 months ago

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What does your price say about you?

Have you ever made an incorrect assumption about a product based upon its price? I sure did a few years ago as I prepared for a trip visit Victoria Falls in Zambia. This was my first adventure backpacking and staying in hostels, and I wasn’t quite sure what to expect. While hostel life was definitely going to be a departure from the nice hotels I was used to staying in, I was willing to give it a try. As I began my search, my requirements were simple: safe, clean, private room, and hot water for the shower. Private bath and internet access were bonuses.

Written by Sonia 4 years 2 months ago

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Why how you see your customers matters

What’s one of your biggest pet peeves as it relates to businesses you interact with? Over the lunch the other day, I told a friend how one of biggest annoyances with businesses is when I go to them repeatedly, see the same people working there each and every time, and its as if we’re complete strangers. Now my expectation isn’t to be best buds with every person that I encounter in every business. That’s not it at all. It’s just a matter of being acknowledged. Its a matter of knowing that the people in the business working there day after day see me. They see me, the customer, Sonia, rather than just some another transaction in their day.

Written by Sonia 4 years 2 months ago

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What recipes have to do with your business' success

In this snippet, Sonia Thompson discusses the importance of developing recipes to produce the results you desire every time

Written by Sonia 3 years 10 months ago

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The real reason why customers come back

In a lot of cases, customers have multiple options available to them to get their problem solved. And for those problems that tend to be recurring, such as finding something to wear, a place to eat, or a good book to read, customers are often driven to make their selections based upon experience. When the experience with a business is memorable in a way that leaves customers delighted, they are much more likely to return when the need presents itself again. But when the experience is forgettable or negative (even if the problem is solved), it becomes very easy for customers to choose one of the many other available options to solve their recurring problem.

Written by Sonia 3 years 9 months ago

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