Everyone with an intact brain

daydreams, and the human mindspends a whopping 30 to 70 per cent ofits waking time in various states of mindwandering, writes Amy Fries inDaydreams at Work: Wake up yourcreative powers(www.macmillanpublishrsindia.com).We get bored easily; our mindswander, and wander in imaginativeways that have moved us in a relativelyshort span of time from cave dwellers toWeb-surfing, space-age globetrotters.Artists have always been the most loyalfans of daydreaming, observes Fries, in achapter on daydreams at work in thearts.Daydreams work in science, too.Creative scientists seem to be alert andopen to work-related associations thatcome to them in a daydreaming state. Sheis of the view that these `Aha!' momentsare not a bolt from the blue, coming froma void, spilling their secrets into an emptyvessel; but rather they are `a bolt from thestew - the thoughts and experiences andstores of empirical knowledge that anindividual has been collecting anddeveloping over the years, but which linkup in novel and illuminating ways whilein a daydreaming state.'Recommended study.Customers from the ground-upWhere are the big deals? Try twosources - TPA (third-partyadvisors), and the ground up, sayAnirban Dutta and Hetzel W. Folden inWinning Strategies: Secrets to clinchingmultimillion-dollar deals(www.wileyindia.com).TPAs, `the most sought-afterbusiness development channel amongIndia Inc. players,' are primarily powerbrokers that help craft a win-winscenario between the provider and thecustomer, in global sourcing deals, theauthors explain. Finding customersfrom the ground up, the second source,can happen by going after dealrenewals, and penetrating and radiating(getting big deals within establishedbusiness). The traditional method ofengaging in dialogue at the middlemanagementlevel for way too long, assalespeople often adopt, may not beeffective. The mantra, therefore, is toreach the customer executives, during theshort time to create an opportunity, anddeliver to them the pitch about relievingtop-line or bottom-line pain needs!Useful addition to the businessdevelopers' shelf.Difficult customersSix types of `difficult customers' thatVivek Mehrotra and Neelesh Kapoordiscuss in Why My Horse Doesn't Smile:Learn to serve your customer(www.vivagroupindia.com) are:uninformed, well-informed,anxious, friendly, egoistic or highheaded,and informal.Seek information from anuninformed customer about theproblem, the authors instruct.When dealing with the wellinformedcustomers, listen to themand their tone carefully.You mayneed to use close-ended questionsand provide limited answerchoices to the anxious customers,who may tend to exaggerate theirproblem. Friendly customers enjoytalking, and they tend to be very personaland humorous in their approach. Becareful and relaxed when dealing withegoistic customers.The informalcustomers love to explain their problemcarefully and in great detail.Wellpresentedtakeaways.D. Murali

(This article was published in the Business Line print edition dated December 24, 2009)
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