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HAWAII
Grove Farm, Schuler team up on Kauai

Grove Farm Co. and D.R. Horton's Schuler division said they are planning to develop approximately 440 single and multifamily residential homes, including nearly 180 affordable housing units, in the area known as "Hanamaulu Triangle" near Lihue, Kauai.

Though the sale of the roughly 54-acre parcel was finalized this month by Grove Farm for an undisclosed price to Schuler, planning actually was initiated early last year. The property already had the appropriate zoning, but various infrastructure and planning needs will be met prior to beginning construction of the homes.

NATION
'Old age' definition depends on age

As our population ages, a survey suggests many people are gradually adjusting their views of the so-called "golden years" and retirement. Not too surprisingly, the age we consider "old" gets older as we age, and more than half those surveyed worldwide expect to work in some way in retirement.

Among Americans, this coming era is fraught with anxiety: Only 12 percent said retirement would be the best years of their lives. More than two-thirds, 68 percent, said their biggest concern about old age was becoming ill, while 65 percent said they're afraid of losing their memory. Just over half were worried they'd be a burden to family, 40 percent said they're nervous about outliving their money. Still, defining "old age" appears to be in the age of who's describing it. For those 39 and young- er "old age" starts at 58. But "old age" begins 11 years later than that for people ages 40 to 59. At age 60 or older, "old age" doesn't come until age 74.

The data are culled from telephone and in-person interviews with more than 11,400 adults in 10 countries. The study was conducted by British-based bank HSBC.

Customer service in jeopardy

Few people rave about the customer service in corporate America these days -- in fact, almost no one does. What's the biggest irritation?

Apparently, a lack of interaction with another human, cited by 28 percent of 1,004 people who participated in a telephone survey conducted for DHL, the express shipping company based in Plantation, Fla. More than a fifth, 21 percent, said being stuck in an automated phone system was the worst irritant, while 14 percent cited interminable waits on hold.

Preparation is key to success

The big meeting with the potential new client is next week and this deal is huge, massive, a must. According to a sales training company, New York-based D.E.I. Management Group Inc., your success is going to be measured largely by how much work you do before the meeting.

The company offers a few elementary tips, which are also applicable in areas beyond sales:

» Practice answering this one: "What do you sell?" Of course, you know all about the products and services, inside and out, but have you got a concise response that includes their benefits to the potential customer?
» Create the flow. Take charge when the meeting starts by offering to give your spiel first, followed immediately by a question about what the other person does. What is the first question you'll ask? Why? What are likely to be the most appropriate follow-up questions? How best to phrase them? The sales process is like an extended conversation, with effective questions one method to control the talk's flow.
» What's next? Always leave yourself a task with this person or group. Maybe it's scheduling another meeting, a timetable for gathering some data or even a chance to meet with that person's team to get some more information necessary to carry the relationship forward.