JJ's Tips in this issue:

1. Moving Sale on Video
2. Becoming A Good Leader
3. JJ's Favorite Quotes
4. Tele-Coaching & Tele-Mentoring

MOVING SALE - Leadership/Customer Service Video

Remember the last time you moved and how surprised you were that you had accumulated so much "stuff"? I'm in the process of moving my home, and office too, from Los Gatos to San Jose, California and have decided to have a sale on one of my products.

This is your lucky day! You can purchase this popular and proven leadership/customer service video for under half price if you answer this email with a check for $25, plus $3 for handling in US. Add $2.06 CA state tax if you're in California. This is a limited-time offer until July 15, 2004.

Title: Empowering Your Front Line - How to Manage Customer Relations video. (1 hour, 40 minutes) This is for those who manage employees and internal-external customer relations, or would like to some day.

You will learn to:
* Provide support mechanisms & skills for front line personnel
* Learn principals and techniques of sales through service
* Evaluate present management styles
* Understand total customer care
* Empower with company vision and training and
* Manage your customer satisfaction program better

Lauderbaugh & Associates, Inc.,
1716 Husted Ave.
San Jose, CA 95124.

For the first 20 orders, a FREE list of "Pitfalls to Avoid" for managers will be sent with the video.


Use the following tips as training tools.

Present this situation to your group and brainstorm solutions together, or submit your own situation question to be answered in an upcoming newsletter.


What do I need to be a good leader when I become one? Some of my bosses have been great to work for and others have been terrible. How do I ensure that people will like working for me?

You learn as much about how to be a good or even great leader from the bosses you have not liked or admired. You learn what NOT to do from them.

The leaders who have inspired you, and have become managers or leaders of choice in your work experience, teach you what a good leader needs to do.

They make you feel safe and cared about even during dramatic change and chaos in your workplace.

They bolster your self esteem as they stretch you beyond what you thought you could accomplish.

They also know you are a work in progress and will give you slack when it's needed.

A reader and exceptional leader, Jay Michlin, recently sent me one of his favorite quotes on leadership.

It's a timeless quote from the sixth century B.C. Chinese philosopher, Lao Tsu:

"For the best leaders, the people do not notice their existence.
The next best, the people honor and praise.
The next, the people fear.
And the next the people hate...
But when the best leader's work is done the people say, 'We did it ourselves!'"

To understand leadership, think of a symphony orchestra. Think of the inspiring beauty of all the members playing together and in harmony, each contributing his or her part with passion and precision. Yet every player is a proud and individualistic artist. Getting them to meld together as an orchestra is like herding cats.

That is exactly what conductors do, and what separates great conductors from all the others. When we hear the magnificent sound of an orchestra led by a great conductor, we say, "This is a great orchestra", not merely, "This is a great conductor." And the members of the orchestra say, "We did it ourselves."

Great leaders make others feel great about themselves and what they have created together.


"Begin with praise and honest appreciation. Call attention to people's mistakes indirectly. Talk about your own mistakes before criticizing the other person. Ask questions instead of giving direct orders...Make the fault easy to correct. Make the other person happy about doing what you suggest."
- Dale Carnegie

"Be not afraid of life. Believe that life is worth living and your belief will help create the fact."
William James



Customer service or sales?
Inbound or outbound call center sales and service?
Dealing with irate internal or external customers?
Motivation and growth of your people?
Leading and Coaching your staff?

TRY our one-on-one Tele-Mentoring (phone coaching service) that is available to business owners, executives, managers, supervisors and staff members.

Call for your FREE CONSULTATION now! 800 500-9656 or 408 445-1590



Have you had an Evaluation of Your Environment lately so you could receive suggestions on improving it? (It's like the doctor's check up, you often don't know you need it, until after you've had it.)



1716 Husted Ave
San Jose, CA 95124

408 445-1590 or 800 500-9656

JJ works with companies that want to give exceptional customer service to increase sales, and with Directors and Call Center/Help Desk Managers who want to improve human performance.

She's an international speaker, trainer, facilitator and certified management consultant (CPCM) on customer service management, specializing in performance improvement, call centers, up/cross selling and outbound calling.

For training resources, free articles, tips and streaming video, go to our web site at

Copyright and Reprints:

Reprint permission is granted when the following credit appears:

JJ Lauderbaugh, CPCM, Lauderbaugh & Associates, Inc., 2004. Reprinted with permission from JJ's Tips, a monthly internet newsletter. For your own personal subscription, email jj@jjlauderbaugh.com.

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