experiment

Most businesses wouldn’t question that it’s a good idea to resolve problems quickly to prevent erosion of their reputation, but many don’t do a particularly good job of it. Even when it’s too late to fix the actual problem, an apology can mollify that customer and even result in reversal of the public criticism (see Apologies Really DO Work).

Meeting with a sales prospect in person for the first time? Think twice before you offer her a nice, ice-cold beverage. Instead, try a steaming mug of hot coffee to make the best impression. One of my favorite researchers, John Bargh of Yale University, found that the temperature of a beverage makes a difference in how a person judges another person:

In Managing by Mistakes, I wrote about the power of learning from mistakes. Some of the most successful individuals in different fields credit relentless focus on even small mistakes with their high achievement. Researchers at Columbia University divided student subjects into two groups, “grade hungry” and “knowledge hungry” based on a short survey, reports Newsweek’s NurtureShock column, and then tested them with general knowledge questions.

by: Roger Dooley

Is it better to know your stuff, or act like you do? If you are in the business of convincing other people, whether as a consultant, salesperson, team member, or almost any other position that requires others to believe you, it pays to be confident. Don Moore from Carnegie Mellon’s Center for Behavioral Decision Research has published new research showing that confidence even trumps past accuracy in earning the trust of others.

by: Roger Dooley

Here’s a prediction: in the coming years, we’ll see mirrors popping up in the entryways of churches and other places of worship. And the reason won’t be to let those entering fix their hair. As we’ll see, the mirror has a rather magical effect on us.