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It is an often unspoken agreement that, sometimes, the customer is wrong. Bernie Heine offers seven practical suggestions on how to deal with the situation.  Here is an interesting point to consider: The customer is not always right. Despite the age-old adage, you are undoubtedly aware that sometimes your customers are completely in the wrong. Knowing what to do if your customer is wrong is important. Whatever they are complaining about – your service, your product, or how you have…
Bernie Heine offers advice on balancing analytical and emotional intelligence. Our Neural Networks Don’t Have to be Rivals. In times like these, we are all stressed, fearful, and worried for ourselves and others. Our people are concerned about their jobs and providing for their families. More globally, we are all concerned about the nation’s health and well-being. As a manager, you must persevere in managing budgets, sales targets, and the thousands of other decisions that keep your organization alive. All…
Bernie Heine shares a post designed to improve leadership skills by avoiding these seven mistakes. Avoid negative conflicts. Resolving conflicts, both employee- and customer-related, is an area in which all leaders must excel. To address the conflicts in the right way, it is crucial to understand that there are two types of conflicts: Productive conflicts: Productive conflicts are good for business. They are based on being trustworthy and vulnerable towards the person you are communicating with. Everyone must have the…
Bernie Heine shares an article on marketing that focuses on using neuroscience to improve marketing tactics.  Spending money can be painful. Brain scans of people buying experimental stuff with experimental money show physical pain centers being activated by perceptions of poor value items. Price is a big part of this, of course, but perception is even bigger. Bundling lots of product features under one big price tag is a good way to prevent customers from “flinching.” Car option packages are…
Bernie Heine explains why your employees are key to the public perception of your brand, and what you should do to ensure a positive message is shared. A recent study found that about 64% of global consumers have avoided a brand because of a bad experience they had within the past year. Almost half say they have avoided a company because of its reputation or negative social reviews. We’ve seen this happen many times, even with big corporations. For example,…
  Bernie Heine shares a post that can help business owners plan an exit strategy when leaving their business to facilitate a successful succession.  The Importance of Estate Planning for Small Business Owners Of course, no one likes to think about a time when they can no longer serve an active role in their business. Much like why people delay writing a will, business owners often delay estate planning. But, not planning can leave the struggle left to the company,…
  Bernie Heine provides a few cost-effective ways to boost employee engagement, productivity, and loyalty. Showing gratitude to employees is essential, and a good and easy way to do it is with employee incentives that don’t cost money. A good business leader should reward the employees when they deserve it. However, the reason why they often shy away from it is that it costs money. While one could argue that losing valuable employees is more expensive, there’s a middle ground….
  In this post, Bernie Heine identifies what the business community has learned from the Coronavirus pandemic.  We are all learning to live by the new rules in all aspects of our existence; we also realize what we can do. For the past ten months, businesses all around the world have faced various challenges. Some have suffered terrible losses. However, others managed to emerge from the crisis more potent than ever – even without proper coaching. We continue to see…
  Bernie Heine shares four tips on how to make your customer service stronger.  No matter what your business is all about, customers are always at the core of it and should be your top priority. If the majority of them are happy, you’re much more likely to build credibility and bring in more business. Some research has shown that almost 80% of the customers are very likely to recommend a company to a friend if they had a pleasant…
  Leadership is not a one-size-fits all position. Every leader adopts a different style based on their strengths, passions, and talents. Bernie Heine provides a process that can help you understand your strengths and leverage the overlap of passion and talent. The Zone of Leadership explained Get INTO Your Leadership Zone. What are YOU really good at? What are you passionate about? We are talking here about knowing yourself, knowing what’s really important to you, what you do very well,…
  If you have ever wondered why your messaging is misconstrued or find that you lapse into cliches at meetings, help is at hand. Bernie Heine identifies what not to say, why not, and what to say instead.  Two Must-Do Guidelines and Five Clichés to Avoid. Strategic Review or any meeting Your strategic review is a rare opportunity to take an objective overview perspective on your business. It is a time for questioning assumptions and a space in which to…
Umbrex is pleased to welcome Bernhard Heine with Professional Business Coaches. Bernhard Heine is a Business and Executive Coach at Professional Business Coaches, Inc., (PBC, Inc.) a company he founded to help business owners and leaders achieve their vision. Bernhard has more than 30 years of experience working collaboratively with business partners in all phases of business management, restructuring and transformation, particularly in: strategic planning, marketing and sales, organizational design, engineering consulting, project management, coaching and facilitation. Prior to forming…