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If you have sat through a few bad meetings, you must have experienced the following traps. Here they are and how to fix them.

1) People think they are experts.

Many people tell me that they know how to hold a meeting. Actually, all they do is host a party. They invite guests, provide treats, and preside over a conversation. People talk. People eat. And nothing happens. Or, if they somehow manage to reach an agreement, no one implements it.

> What to do: Learn how to lead a real meeting. Schedule a workshop or buy a book. When results really matter, hire a facilitator. Recognize that there are modern tools that help people make methodical progress toward results. These tools are practical and easy to use. Of course, you have to know what they are in order to use them. Call me (714-528-1300) for details.

2) People think they are inspiring.

Many people believe that long-winded announcements impress others. Actually, it’s the opposite. A long lecture quickly becomes a boring (and sometimes offensive) harangue. Why? Most employees want an active role in contributing to the business, and thus listening to a speech feels like a waste of time.

> What to do: Design meetings that give the attendees opportunities to contribute. Plan questions that direct thinking toward the results that you want. Use activities that help people make decisions. Distribute announcements in letters, memos, or E-mails. Or, if you must use a meeting, keep announcements brief (less than a few minutes).

3) People think others agree with them.

Many people rely on nods, smiles, and eye contact to measure acceptance. Actually, most employees will do anything to appease a boss. And if the boss seems to be upset, the employees will become even more agreeable. Then, once the meeting ends, the employees will do one of three things: 1) forget the lecture, 2) ignore the message, or 3) sabotage the idea.

> What to do: Conduct meetings by a process that everyone considers to be fair. Use consensus to reach agreements and make decisions. People will accept decisions that they helped make.

4) People think others are clairvoyant.

Many people call meetings without an agenda expecting that everyone will arrive sharing their vision for what needs to be done. Actually, everyone brings their private hopes, fears, and vision to the meeting. Without a clear agenda, the result is something between chitchat and chaos, depending upon the complexity of the issue.

Note: A vague agenda, such as a list of topics, is almost as useless as no agenda.

> What to do: Write out your goal for the meeting. Then prepare an agenda that is so complete someone else could use it to run the meeting without you. Specify each step and provide a time budget. Send the agenda at least a day before the meeting so that the attendees can use it to prepare. Call key participants before the meeting to check if they have questions or want to talk about the agenda.

5) People think meetings are necessary.

Many people respond to every emergency, surprise, or twitch by calling a meeting. Actually, a meeting is a special (and expensive) process. It should be used only to obtain results that require the efforts of a group of people working as a team. A meeting is NOT a universal cure for everything. Meetings held for the wrong reasons, waste everyone’s time.

> What to do: Challenge every meeting for its ability to earn a profit for your business. That is, make sure the value of the results is greater than the cost of holding a meeting. If any other activity can accomplish the same result, use that other activity.

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When you contact a vending machine distributor, you have the option to choose from many different types of vending machines. Some distributors specialize in one type of vending machine, such as soda vending machines, whereas others have all kinds for you to choose from. Most of the distributors have a website where you can browse the list of used and new vending machines. When you do choose a vending machine distributor, you should choose one that can also supply you with the bulk products that you need.

Bulk vending distributors have a wide variety of supplies that you can purchase for stocking your vending machines. When you sit down to discuss the business with a vending machine distributor, you can get a good estimate of the costs involved in operating this type of business. You do have to factor in the costs of buying the machines and the bulk vending products that you need. You also have to deduct the commission that you pay the business owners of the locations where you place your machines.

Distributors of vending machines deal directly with the manufacturers and they also have great associations with other vending business owners. If you want to find a vending route for sale, you best source of information is a vending machine distributor. In dealing with the various operators, the distributor will be able to tell you why the person is selling the route and whether or not he/she thinks it would be profitable for you to buy it. There are also bulk vending distributors that sell products only and do not deal in the vending machines themselves.

Take at look at the types and condition of the machines that a vending machine distributor has to sell. Most of the time you will see very little difference in a new and used vending machine. The main difference will be in the price of each one, so after your inspection you will realize how much money you can save by buying used vending machines. Distributors of vending machines also offer payment plans so that you can finance the cost of the machine over a period of time, saving you money on the initial investment. If you are not sure whether or not you will remain in the vending machine business, you can also lease the vending machines from bulk vending distributors.

You won’t find it hard to contact a vending machine distributor when you search online. Distributors of vending machines will deliver the machines to you and will also arrange to pick them up if you decide you no longer want to use the machines of a specific distributor or you want to get out of the business. However, bulk vending distributors do not take back any supplies that you purchase, but you may be able to sell what you have left over to another person just getting started in the vending machine business. A vending machine distributor will be able to give you expert advice on how to operate your vending route and on the products that have the most profit.

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If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience.

If you fail to meet the customer’s expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they had with your company.

If you drop the ball with customers at the Moment of Truth , but rebound with a quick customer recovery, research shows that the customer will tell up to 17 people about your service recovery.

Did you get that? Customers will tell 5 people if you WOW them, BUT if there’s a problem and you quickly fix it, they will tell more than 3 times as many people as they would if no problem had occurred at all.

One of the fastest and easiest ways to grow your bottom line is to equip your front line employees with skills to respond to complaints and problems in such a way that they completely regain goodwill and restore the customer’s confidence.

Read on to find out exactly how to do this.

1. Resolve problems as quickly as possible. The faster the resolution, the better the chances for maintaining loyalty. TARP, Inc. found that ninety-five percent of complaining customers would remain loyal if their complaint was resolved on the first contact. That number dropped to seventy percent when the complaint was not immediately resolved. In fact, the speed of resolution has a greater impact on future loyalty than the resolution itself. Strive to resolve complaints on the first contact and when that isn’t possible, final resolution should occur within 5 – 10 business days in order to maintain and build loyalty.