The one-upper is the person who is always one step ahead of you. They have tried every experience even before you bring it up. Resist being this person even if you have actually done the activity.

If you are being one-upped by someone, smile and let them have the air time. Those around you will admire you more than the know it all!

I recently had dinner with a group and was shocked at these dining don’ts I witnessed at the table:

• Flossing teeth
• Putting on lipstick
• Starting to eat before everyone is served
• Introducing sensitive political issues

Avoid these critical don’ts. That way everyone will want you as a guest at their table!

Often, we forget these rules when talking with new or even familiar acquaintances to make sure we keep them fully engaged in conversation.

Use these Six Golden Tips to ensure success:

1. Never assume; question and clarify
2. Listen with total focus
3. Say thank you quickly when you receive information
4. Think what has been said and process – avoid commenting
5. Respond effectively (be brief)
6. Follow-up in a few days (suggest a by-when date)

Having been delayed two hours plus at O’Hare I did a lot of people watching. It’s a great way to notice the good, bad and ugly. Today’s ugly is how folks sometimes eat.

Here are the four big uglies:

The Chomper: Chewing food with the mouth so wide open you can see the food being pulverized. It is not a pretty sight.

The Smelly: This is where the food aroma becomes a clinging odor that the clothes of the folks next to and three seats away from the eater will carry with them for the next several hours.

The Food Critic: This person needs to share with the world how good or how bad each bite tastes.

The Spiller: This person has spilled food on himself as well as on individuals in his immediate vicinity. This is because the food choice is meant to be eaten outside or behind closed doors. So, I understand that eating is a great way to cope with delayed flight frustration.

However, if you are going to eat in the waiting area don’t be one of the four uglies or at the very least if you are one, eat in a restaurant.

It is important to remember that in a critical situation, the customer is always right. Especially when the mistake is yours.

Recently, I was involved in a scenario where the client was right and the service company was wrong. After the service person validated it was an error on their part, they unfortunately continued grind about the situation. As a result, the issue got escalated to the point where this potential new client was definitely not coming back.

Here are some do’s and don’ts to ensure this does not happen to you.

Do’s
• Apologize immediately
• Offer a solution
• Present a way to atone in the future if there is no immediate solution

Don’ts
• Defend the mistake
• Make the person feel like it was his/her fault
• Make the person continue to prove they are right

If this service company had taken responsibility by using 2 out of the 3 dos, they would have obtained a new client.

In business, there is always going to be a shark.  These are the individuals who will always try and upstage you or persuade others to view themselves as smarter than you. They are always one step ahead of everyone and never hesitate to boast about how smart they are. They are usually very articulate and take no prisoners when a mistake is made. They will throw you under the bus instead of taking any responsibility for any problem. My recommendation is that unless you can be objective (stay calm), have very little interaction with them.

In yesterday’s Chicago Tribune business section there was an article about how the Nintendo Company President Satoru Iwata, voluntarily took a 50% pay cut because of a problem with Nintendo’s 6-month old 3-D game device. The amazing thing was not that Iwata took a pay cut but that he accepted responsibility for the problem.

The article also discusses Rupert Murdock who is not accepting any responsibility for the telephone hacking his News Corp employees did.

Let’s talk about how we as professionals can begin to take ownership of situations gone awry. When we do, it shows those who we interact with that they can trust us. It marks us as leaders.

That’s because it is not always easy to take responsibility. The political ramifications and collateral damage can be significant blows to a company. However, when I see leaders who do own up to problems, they command respect, enjoy a loyal following and reap prestige that lasts far beyond the time it took to solve the business problem.
 Let’s all try to be this professional.