Chapter 17: Learning and Using Professional Techniques

Key Concept: Respond vs. React

• Respond: Positive action
  • Example: Body responding to medication (positive outcome)
• React: Negative action
  • Example: Body reacting to medication (negative outcome)

Kevin's Exponential Insight Number Seven: Respond or React

• Choosing to respond rather than react is crucial for morale and determination.
• Case Study: The Great Wok of China
  • Initial success: Sold 10,000 woks at $40 each
  • Problem: Chose cheapest shipping, resulting in rusted woks
  • Response: Hired college students to clean woks with Brillo pads; cost $50,000 but saved $350,000
  • Lesson: Responding saved the business and turned a potential disaster into a success

Expect Challenges and Respond Positively

• Outlook: Problems should be viewed as opportunities
• Example: Judge Ziggler's Approach to Sales
  • Problem: Being stood up at sales appointments
  • Response: Return the next day and apologize for