The document discusses the importance of personal attitude in responding to challenges and interactions, highlighting how one's mindset affects outcomes. It emphasizes that people can choose to support others rather than judge them, and how customer dissatisfaction often stems from staff indifference. Key statistics are provided about customer retention, underscoring the significance of positive engagement.

1. November session
Quoted from: Haryanto Kandani, Gilgal Preach 17th November 2013
Modified by: Carter Bing

3. You own your RESPONSE!
EVENT + RESPONSE = OUTCOME

4. Your attitude when faced with
problems
deal with it, or dwell with it?

5. PERMANENT
TEMPORARY
GENERAL
SPECIFIC
PERSONAL
NON PERSONAL
DIFFICULTY
OPPORTUNITY

7. Your attitude when you're
successful
being content or reach higher?

8. and
Strength and growth
come only through
continous effort
and struggle.
-
Napoleon Hill

9. Your attitude when faced others
accept happily or hateful rejection?

10. Everyone could make any mistake anytime, anywhere, haven’t you?
Judging them won’t make anything better.
Helping them is what matters most.

11. Your attitude when faced
customers
serving or just working?

12. Why customers quit?
1% die
3% move away
9% leave because of
competitive reasons
14 % are dissatisfied with the
product
68% quit because dissatisfaction of an attitude of
indifference towards the customer by the staff
Source: How to win customers and keep them for life (2000) – Michael Leboeuf