Customer Service Lessons from the TSA Story

Customer Service Lessons from the TSA StoryCustomer Service Lessons from the TSA StoryCustomer Service Lessons from the TSA Story MatusonSummertime and the living is easy. That is as long as you dont have to fly anywhereIts been all over the news lengthy delays in airport security lines are creating headaches for summer travelers. While the Transportation Security Administration (TSA) has taken swift action, the situation illustrates the perils of seasonal staffing and providing consistent customer service.In fact, when it comes to serving the public, there are no simple answers about how to effectively do so all of the time. Here are some customer service lessons from the TSA story that we can all apply to our geschftlicher umganges.Dont Skimp on HiringOne of the reasons cited for the long security lines is a common issue for many businesses accurately predicting customer behavior. According to Travel Market Report, positive reaction to the TSAs Pre-Check program prompted the agen cy to reduce its workforce by 10%. Unfortunately, customers didnt follow through as planned.What you can learn New products and services are likely to introduce new staffing challenges. Will customer annahme an kindes statt go as planned? Cutting back on staffing too early in the process can jeopardize your customer service and staffing levels.Just as with airport security, your customers have an expectation regarding service. Disappoint them once and they may stick around. Do this a second time and most likely theyll take their business elsewhere. Its understandable that you dont want people standing around doing nothing when business is slow. However, if you cut the staff levels too deeply, you risk alienating those customers youve worked so hard to acquire.Use your sales data as best you can to understand customer patterns and then staff accordingly.Plan for Seasonal SpikesAccording to a recent NPR article, an improved economy is likely to mean record-breaking levels of summer ai r travel. That means TSA workers are going to face even more challenging conditions in the months ahead. Employee engagement will be more important than ever. What you can learn If youre staffing a small business, take a look at your revenue streams. Are there particular times of day or year when demand is higher? Is your particular industry expected to see record demand this year?If so, be sure your new hires are trained and ready to go the moment you need them. If your workflow is unpredictable, consider hiring contingent workers through a local staffing agency. This will enable you to quickly expand and contract your workforce as business needs dictate.Remember too that, no matter what size your business, there is always work to be done. Hire people who are able to do more than just the job you hired them for. This will allow you to shift your resources to those areas where you need them most.Hire on Traits. Train for Skill.fruchtwein would agree that employees who are staffing t he TSA security lines are working under extreme conditions. It certainly cant be easy trying to manage a system that processes massive numbers of people while maintaining security measures. Thats where exceptional customer service skills are essential.It starts with a simple please or thank you to help cool off an overheated customer. Yet these words are not readily part of everyones vocabulary.What you can learn When hiring employees who will be directly interacting with customers and clients its best to look for people who have a desire to please. These are individuals who take pride in being helpful and who have an aptitude for better customer service.These qualities are more important than their having experience in your particular product area. You can train new hires in your process its harder to train people to care.Figure Out Whats Not WorkingThe TSA is working diligently to address the long security lines that travelers are experiencing. They are also being forthright and l etting passengers know that it wont be an overnight fix.What you can learn Survey your customers to find out what may be of concern to them. Then ask your employees who are closest to these problems for suggestions on how to fix areas that will improve customer satisfaction.Regular communication with your customers will help set expectations when doing business with your company. Companies of all sizes should use social media channels, such as Facebook or Twitter, to keep customers informed and to address a crisis.Check your Employee Departure LoungeThe TSA has struggled to reduce persistent turnover. This is particularly concerning when public safety is at stake.Employee turnover can have a crippling impact on businesses, especially those that rely heavily on experienced people with strong relationship-building skills.Whatever your business, customers feel more secure doing business with companies that have a stable workforce.What you can learn Look around your own organization. Ho w many employees are currently in the departure lounge, waiting to take the next flight out of your company? Take measures to ensure they are willing to reconsider their plans to land somewhere else.To counteract turnover, regularly conduct stay interviews with employees (or groups of employees.) That may be one of the best ways to preempt a regular stream of exit interviews.

According to Bill Gates this is the key to happiness

According to Bill Gates this is the key to happinessAccording to Bill Gates this is the key to happinessAbout half an hour into a recentReddit QA session, American business magnate Bill Gates was asked, Through it all, what makes you happy? Interestingly enough, despite saying he feels more happy now than he did in his twenties, Gates didnt occasion his massive wealth as an explanation.Ladders recently reported on an old archived interview of a young Gates from 1984 in which he spoke on one of the ways he intended to avoid being burnt-out before his thirties was by constantly updating his goals. An older Gates adheres to a similar philosophy, only ansicht days his aspirations are decidedly less career driven.Follow Ladders on FlipboardFollow Ladders magazines on Flipboard covering Happiness, Productivity, Job Satisfaction, Neuroscience, and moreThe new Gates versus the oldIn the early years of Microsoft, Gates says he rarely vacationed or took weekends off, and he couldnt possibly im agine being married. Some 30 years later, the investor is both married and a big proponent of taking some time to disconnect with civilization.Together he and his wife founded the Bill and Melinda Gates Foundation which is trying to obliterate malaria and other devastating diseases in third world countries.In2018 they both were named the most generous philanthropists in the U.S. by the annual Chronicle of Philanthropy list. Collectively the couple has donated over $36 billion dollars to charity.Before you chalk up Gates citing of generosity as the cause of his happiness to delusion, researchers confirm that we can benefit for a little more altruism. A study from 1999 that found that being generous can actually reduce cholesterol and anotherstudy found that generosity activates the area of the brain known as the striatum, which is a part of the brain that dictates things we find rewarding.A team from the Universities of Oxford and Bournemouth reviewed over 400 pages of scientific lit erature to determine that being giving has a proven impact on subjective well being. According to lead author Dr. Oliver Scott Curry, Humans are social animals. We are happy to help family, friends, colleagues, community members and even strangers under some conditions. This research suggests that people do indeed derive satisfaction from helping others. This is probably because we genuinely care about others.You might also enjoyNew neuroscience reveals 4 rituals that will make you happyStrangers know your social class in the first seven words you say, study finds10 lessons from Benjamin Franklins daily schedule that will ersatzdarsteller your productivityThe worst mistakes you can make in an interview, according to 12 CEOs10 habits of mentally strong people

9 Proven Ways to Improve Your Career

9 Proven Ways to Improve Your Career9 Proven Ways to Improve Your CareerAmanda shares her most popular career tips for the successful professional.

Marie Forleo says these are the only 3 questions you need to ask

Marie Forleo says these are the only 3 questions you need to askMarie Forleo says these are the only 3 questions you need to askOne often wonders how one becomes a life and geschftsleben coach and expert. It is such a lofty title. But for Marie Forleo, labeled by Oprahas the thought leader for the next generation, the title is well earned. Forleo built her now business empire which includes best-selling books, her entrepreneurship class B-School, award-winning weekly showMarieTV and her website,www.marieforleo.com, has more than 300,000 readers from all over theworld, from absolute scratch.She was working two jobs and struggling to make ends meet when she started working on her online B-School class whichbecame one of Inc.s 500 fastest growing companies of 2014 after launching in 2010. She has been interviewed by Oprah and Tony Robbins and has also mentored young business owners at Richard Bransons Centre of Entrepreneurship in South Africa. She also celebrated thefourth birthday of MarieTV, by raising $63,138 to build six wells in Ethiopia withCharity Water. Her organization has alsopartnered with organizations like Virgin Unite, The Compassion Collective, Kiva, and Samasource. In other words, she has her stuff together.So what are her thoughts for helping you figure out what your lifes work should be? After all, her 8-week B-School (which costs $2,000) is designed to help people not only create a successful business they love but a life they love as well.At the SheKnows Media BlogHer18 Creators SummitForleo told Ladders you really only need to ask yourself three questions to figure out your purpose.What makes you come alive?Forleo says this is the first thing you should ask yourself. Everyone has that sense when they are either involved in doing certain things or doing something with people and they just feel like they can do it. What pisses you off?This is a different frame than the first question but you need to ask yourself this. What makes you go Why is t his like this? There is some type of emotion that gets triggered, she said.What scares the sh-t out of you?Forleo told Ladders, Is there some career or activity like writing, music, starting a company, whatever it is, that the notion of doing it makes you frightened? If you can find that, you know it is something worth pursuing. That fear is really a sense of intuition.Forleo said in a previous interview, One practice I have when looking at a situation is to ask myself, Should I move ahead? If everything in me starts to feel contracted, if I feel my shoulders coming down, if theres just an internal no, I can feel that thats not what I should do.On the other hand, if theres a sense of expansion, even if its subtle, if something in me says, Oh my goodness, this would be great - Im scared, I dont know if I can do it, but it would be amazing, then I know my intuition is telling me yes. Theres always fear. But if youre silent enough and still enough to listen to your intuition, youll al ways go in the rightdirection.

The Newly Leaked Secret to Myperfectresume Reviews Disclosed

The Newly Leaked Secret to Myperfectresume Reviews Disclosed The Upside to Myperfectresume Reviews The greatest free resume builder gives you the assistance you should compose a stellar overview of all your achievements. The tool supplies a step-by-step guide to resume building which provides you total control over it and youll be able to manage it in whatever way you prefer. The online resume maker includes tips and it is also possible to find pre-written responsibilities if you dont need to compose your resume by yourself. The easy resume builder offers you prompts and tips as you go along so that you know what things to put in each individual space. The Ugly Secret of Myperfectresume Reviews The incorrect hire can send things spinning, while the best one can totally transform their organization. Name the work title and the area, along with any concerns, and their resume builder reviews the info. There is leidlage any time for procrastination once it comes to getting your perfect job. When it has to do with your work history, begin with the latest job you had. Zetys resume templates are made with the aid of recruiters and adhere to the best practices in HR. The website offers access to several job opportunities also. The website also hosts a network for employers on the lookout for new talent. It will tell you how many views your resume has. Even if your information is in bullet format, it may still be tough to quickly recognize the pertinent abilities and accomplishments which are important to the possible employer. Digital Interview videos demonstrate sample interview questions and scenarios made to help you sharpen your abilities. The easy-to-use program also enables you to create a cover letter, which can present your work application an edge over others. Should you need access to unlimited resumes and cover letters youll need to pay more. What Is So Fascinating About Myperfectresume Reviews? A fundamental text editor free of charge , providing you a printable resume template. When you have modified the standard resume template that you found on the net, make it simple on your upcoming self and save many versions of your resume. When finished, it is simple to toggle between different templates to find out what looks best for the last item. There are over 50 templates to pick from. In the current competitive market, customization is important. Unless youre an expert, you might get overwhelmed by the range of hints and formats out there. You should consist of certain metrics whenever possible. Check to be koranvers youre providing all of the info required and clearly define your skill sets regarding application requirements. What Myperfectresume Reviews Is - and What it Is Not If you arent certain what information ought to be included filling in the blanks will direct you through the procedure together with our help and tips. You begin by selecting a template, then put in your contact and employment i nfo. Go straight for whats pertinent to you. Be very cautious when employing any type of image, unless youre an expert designer. The website supplies an array of premium resume templates and designs that youre able to download to MS Word. There are plenty of templates available that it is possible to choose from based on your job program, personal preferences, and professional needs. You have many alternatives for CVs that feature photos and theyre all skilled and well put-together. So far as features are involved, its much more versatile. Our advanced technology can help you build your resume from one of our exquisite templates so you truly feel confident youre putting your very best foot forward as you step in the work industry. One of the very first things that resume builder reviews should mention is that you need to make an account up front. The inbuilt editor is not hard to use and works without complications. The resume creator will ask you to put in your informatio n into the blanks offering a step-by-step strategy to writing. At the end, you are in possession of a strong, basic resume prepared to go. Your CV is going to be saved safely on the website and generating it is completely free of charge. While resume builders are sometimes a terrific resource when it has to do with general statements and some industry certain statements, it is not going to always be able to supply you with how to highlight your most essential points. Resume Builder is an easy-to-use service which lets you quickly create a very simple but professional-looking resume, although it lacks some vital functions that would allow it to be even simpler. Finding Myperfectresume Reviews Online Now, take a look at best free online resume builder websites. The website provides some helpful prewritten phrases you may use if you become stumped attempting to produce your own. Links are good for serendipity in addition to SEO. If you decide to click the links on our website , we might get compensation.

Short Article Reveals the Undeniable Facts About Help Writing Funtional Resume and How It Can Affect You

Short Article Reveals the Undeniable Facts About Help Writing Funtional Resume and How It Can Affect You Help Writing Funtional Resume - the Conspiracy Functional resumes are extremely tricky and might or might notlage go nicely with the recruiters. They are great for highlighting transferable skills that will be applicable to your new line of work. They make it look like the applicant is trying to hide something from the recruiter. Functional and conventional resumes arent the only resume types to select from. The Good, the Bad and Help Writing Funtional Resume The skills summary is easily the most important portion of writing a functional resume. In this manner, you can display your design skills within the resume. If you want more help, have a look at our professional experience writing guide. A skill-based resume, on the flip side, emphasizes your achievements and techniques. Help Writing Funtional Resume Ideas If youre in a creative position (for instance, graphic de sign), think about using a nontraditional resume. The duration of your resume all is based on the range of years of experience youve got. Which format you select for the experience section of your resume depends upon your experience. A good example of a functional resume. Top Choices of Help Writing Funtional Resume Write your executive resume 1 section at one time if youve got to. If you dont have sufficient work experience, you should earn a functional resume instead of a chronological one. Your resume can continue to be riveting. Particularly for teller resumes, its recommended to provide some dollar figures to show that you are able to be trusted with accurately balancing large sums money. If you prefer to submit an application for an administrative post in an organization and are looking to produce a functional resume then youre able to use this sample functional resume. Or, should you need some extra aid, try out our easy-to-use resume generator that may secure the business done in minutes. Locate a resume template which suits your taste. What the In-Crowd Wont Tell You About Help Writing Funtional Resume The web states the functional resume format also called the skills based resume is a remedy to the majority of issues with employment history. The guide is available for download at this time and has 50 pages of detailed info to assist you with your work search. If you need assistance crafting the great functional resume for your job-seeking wants, contact us for more details. Rely on our friendly and useful customer care representatives and find all crucial information free of charge. Youll observe that even the most effective functional resume will damage your odds of getting hired. Remember that the summary is probably going to be the very first thing a recruiter reads on your resume, so concentrate on making a fantastic first impression. Functional resumes are perfect for people who dont have a lot of work experience regarding the job they are applying for. There are a number of reasons why a functional resume might be proper for you. Hiring managers still wish to realize your history of prior employers, even though it might not be the central point of your resume. Otherwise, your resume may get set aside immediately. What You Should Do to Find Out About Help Writing Funtional Resume Before Youre Left Behind Odds are you have observed the distinctive programs that help create functional resume online in approximately a quarter hour. If youre looking to compose a functional Resume Templates then you are able to take assistance from the below-given sample functional resumes. You are able to also see Teacher Resumes. Chronological resumes arent the very best fit for fresh graduates due to the fact that they dont have a lot of knowledge in the very first spot.

How to Upload Your Resume to LinkedIn (Like a Pro)

How to Upload Your Resume to LinkedIn (Like a Pro) How to Upload Your Resume to LinkedIn (Like a Pro) How to Upload Your Resume in LinkedIn Walkthrough and TipsLinkedIn has 600 million users but can this professional networking site actually help you land work?If you know how to correctly upload your resume on LinkedIn, youve taken a big step in the right direction.Keep reading to learn how to add your resume to your LinkedIn profile, so you can find the latest jobs and be found by employers.1. Should You Upload Your Resume to LinkedIn?The short answer is yes but you want to make sure you put it in the right place.First, dont just copy and paste your resume into your LinkedIn profile.Treat them as different but complementary job-seeker tools. Your resume should be targeted at each position you apply for, whereas your LinkedIn profile is a summary of your entire career.2. Two Options to Upload Your Resume to LinkedInYou have two options for uploading your resume on LinkedIn.Option 1 . Upload Your Resume as a Supplementary FileFirst, you can add a supplementary document to your profile by clicking the pencil icon above your contact informationNext, click Upload and select your document (ideally in PDF format so anyone can open it).Other users can then download and view your resume when they visit your profile. However, we dont recommend uploading your resume directly to your LinkedIn profile for two parteicular reasons2 Reasons to Not Add Your Resume to Your LinkedIn ProfileWhile uploading a supplementary document is ideal if you have a portfolio or samples of creative work that enhance your profile, a resume contains too much personal information. This puts your privacy and security at risk.Specifically, if you write your address on your resume (which is still considered standard practice by most), it will be available for other LinkedIn users to access. Anyone who stumbles upon your page could potentially find out where you live, your phone number, and all sor ts of information youd rather keep to yourself and legitimate employers.Also, putting up a general resume means that youcant specifically target one company. Many recruiters and hiring managers expect the best from applicants, and a generic resume that doesnt address their particular needs will likely fail to meet their high standards.You should instead tailor your resume to the job if you want to stand the best chance of landing an interview.Option 2. Upload Your Resume on LinkedIns Job PageYour second option (and the best for job seekers) is to upload a new resume each time you apply for a job using LinkedIns job search page.Follow these steps if youre not sure where to startStep 1. Find a job youd like to apply forClick the Jobs icon at the top of the screen. It looks like a miniature briefcase, and is on the right side of the menu on the top of the pageThis will take you to a page where you can search for jobs by name and location.LinkedIn will also show you recommended jobs bas ed on your previous searches.Once you select a job, the advertisement will show how it matches your skillset (assuming you completed this part of your profile).If its a good fit, just clickEasy Apply.Step 2. Upload your resume as a PDF or Word documentYoull be shown this form with the option to upload your resumeClick Upload and attach your resume.Step 3. Double check your applicationBefore you click Submit application, make sure your resume content is targeted at the position by tailoring your resume skills section to the language in the job ad.If youre not sure where to start, dive in to our comprehensive list of resume tips and check off anything youve missed.Step 4. Submit and youre doneOnce your resume is in top shape click Submit application.Thats all there is to it.LinkedIn also has some premium features to aid your job search if youve got the money to splurge. For most candidates, simply submitting your resume is enough to start finding work.3. Key TakeawaysKnowing how to correctly post your resume on LinkedIn is a great way to find more job opportunities. By uploading a targeted application for each job, your resume and LinkedIn profile canbe used together to great effect and help you land more interviews.If youre looking to improve your resume before you upload, dont forget to check out our free HR-approved resume builder.Good luck on the job hunt

Genitalia Defects That Disqualify You From the Military

Genitalia Defects That Disqualify You From the MilitaryGenitalia Defects That Disqualify You From the MilitaryBoth men and women with reproductive organ deformities, abnormal bleeding, tumors, or many other possible genetic or accidental issues may bedrngnis be accepted into the military. Having sexually transmitted diseases, being pregnant, or experiencing excessive pain during menstruation or urination are types of issues many people face every day. These issues can be disqualifying when receiving a physical for either enlistment or officer training programs at the Military Enlistment Processing Station (MEPS) or via the Department of Defense Medical Exam Testing System (DoDMETS). See below for the specific causes for rejection for appointment, enlistment, and induction (without an approved waiver). Female Reproductive/Genitalia Disqualifying Issues Current or history of abnormal uterine bleeding, including but not limited to menorrhagia, metrorrhagia, or polymenorrhea (excessi ve period bleeding and irregular menstrual cycle) is disqualifying.Current unexplained amenorrhea (lack of menstrual cycle) is disqualifying. Current or history of dysmenorrhea that is incapacitating to a degree that you need medication and absences of more than a few hours from bung activities is disqualifying. Dysmenorrhea refers to pelvic and abdominal pain or menstrual cramps that occur around the time menstruation begins. Symptoms typically last less than three days. Current or history of endometriosis is disqualifying. Endometriosis is a fairly common disorder in which tissue that normally lines the uterus grows outside the uterus.History of major abnormalities or defects of the genitalia such as hermaphroditism, pseudohermaphroditism, or pure gonadal dysgenesis or dysfunctional residuals from surgical correction of these conditions is disqualifying.Current or history of ovarian cysts, when persistent or symptomatic, is disqualifying.Current pelvic inflammatory disease, or his tory of recurrent pelvic inflammatory disease, is disqualifying. Current or history of chronic pelvic pain or unspecified symptoms associated with female genital organs is disqualifying.Current pregnancy is disqualifying until six months after the end of the pregnancy.Regarding the uterus congenital absence of or enlargement due to any cause is disqualifying.Current sexually transmitted disease or history of genital infection or ulceration, including but not limited to herpes genitalis or condyloma acuminatum, if of sufficient severity to require frequent intervention or to interfere with normal function, is disqualifying. Current abnormal gynecologic cytology, including but not limited to unspecified abnormalities of the Papanicolaou smear of the cervix (Pap smear), excluding Human Papilloma Virus (HPV) or confirmed Low-Grade Squamous Intraepithelial Lesion (LGSIL), is disqualifying. Male Reproductive Organ/Genitalia Disqualifying Issues Current absence of one or both testicles , either congenital or undescended, is disqualifying.Current epispadias (malformation of the penis in which the urethra ends in an opening on the upper aspect of the penis) or hypospadias (condition in which the opening of the penis is on the underside rather than the tip), when accompanied by evidence of urinary tract infection, urethral stricture, or voiding dysfunction, is disqualifying.Current enlargement or mass of testicle or epididymis is disqualifying. Current orchitis or epididymitis (inflammation of the testicle or sperm storage area) is disqualifying.History of penis amputation is disqualifying.Current sexually transmitted disease or history of genital infection or ulceration, including but not limited to herpes genitalis and condyloma acuminatum, if of sufficient severity to require frequent intervention or to interfere with normal function, is disqualifying.Current acute prostatitis (inflamed prostate) or chronic prostatitis is disqualifying. Current hydrocele (fluid-fi lled sac around the scrotum), if large or symptomatic, is disqualifying.Left varicocele, if symptomatic or associated with testicular atrophy, or varicocele larger than the testis, is disqualifying.Any right varicocele (enlargement of veins in the scrotum) is disqualifying.Current or history of chronic scrotal pain or unspecified symptoms associated with male genital organs is disqualifying.History of major abnormalities or defects of the genitalia, hermaphroditism, pseudohermaphroditism, or pure gonadal dysgenesis or dysfunctional residuals from surgical correction of these conditions, is disqualifying. Transgender Issues Issues related to transgender individuals serving in the military are in flux. In 2019, a new Pentagon policy went into effect. This policy states that transgender individuals who have received hormones or medical surgery related to their transition are barred from joining the military, even if they can prove stability in their preferred gender. Numerous laws uits are in process disputing this policy. Derived from Department of Defense (DOD) Directive 6130.3, Physical Standards for Appointment, Enlistment, and Induction, and DOD Instruction 6130.4, Criteria and Procedure Requirements for Physical Standards for Appointment, Enlistment, or Induction in the Armed Forces.

How to Prepare to Talk about Yourself During an Interview

How to Prepare to Talk about Yourself During an InterviewHow to Prepare to Talk about Yourself During an InterviewYouve sent your resume, received a call to set up an bewerbungsgesprch, and youre feeling great Until you realize you hate talking about yourself Whether it is on the phone or in-person, bewerbungsinterviews are nerve-wracking. In the back of your mind, you may be thinking, If I blow this interview, I am back to square one, so get it togetherMany job seekers dont realize that you can prepare for your interview answers without knowing the interview questions. When people ask me how best to prepare, I tell them to study their resume. What about their career history and transferrable skills are they happy to talk about? Was there a certain project, decision, or tactic that you came up with that made a difference? Whatever that is, practice talking about that with friends or family. The idea is to get across your passion, your skill, and add value to the next role.In the begi nning of most interviews there is a version of this question asked Tell me about yourself? Most people arent prepared to answer which is something we can all practice So lets talk about how to successfully answer this.Factors to considerWhen interviewing you have already sent your cover letter and resume which prompted a response from the company.The company knows where your last job was, what college you may have graduated from, your name, and where you live.Interviewing is about learning more about a potential candidate so know what is on your resume and expand.Its your time to shineWho are you? What skills throughout your career have you always been positively noticed for and what are you proud of in your career? None of those answers clearly appear on your resumeso develop a 15-45 second statement about WHO you are because remember they know WHAT you doHow to develop your pitchKey descriptive words include, leader, savvy, established, professional, skillful, specialist, etcThink of your pitch as a way to start a conversation. At the end you want someone to feel compelled to ask a question about you.Fake it until you make it- nervous about talking about yourself? Try to find a way to be confident and you sent the tone for the rest of the interviewPractice makes perfect Friends and family are there to help Also, the mirror If you are nervous or not sure if youre talking too fast, too slow, using filler works (um, ya know, like) practice your elevator pitch in front of a mirror. This helps you focus on your words rather than being nervous.Regional, National, or International Accent? Speak slowly On a normal basis people may be able to understand you but you dont want to risk someone misinterpreting what you have said. Slow it down and you can avoid this.Ready to useDont just wait until an interview to use your newly polished answers Attend a networking event, email a recruiter or a former colleague and tell them about yourself