Archive for the 'Life' Category

Making Snow Angels

At a recent conference where I was keynoting, a woman introduced herself and told me her story. Suffice to say that Lorraine Berlin has a lot on her plate. She’s a mother and grandmother and someone who’s in the middle of a major transition. I don’t envy her current circumstances but I know this woman is headed for great things.

Here’s the story she told me after my speech about being “in the moment” and taking advantage of now. Imagine yourself in her situation as you read along (men, you’ll only have to make a small gear adjustment):

You’re facing a long day of giving presentations to prospective clients. Wanting to look your most credible, you’ve put on your best navy business suit and matching pumps. It’s December, but there’s no snow so the good shoes are a non issue.

But after lunch, despite the sun, it starts snowing. With each hour the flakes fall faster and thicker. By 4:30, as you swing into the daycare center parking lot to pick up your three-year old grandson Preston, you’re stepping into almost four inches of snow. As the two of you leave the building your grandson looks down, beams and says, “Gwanma, let’s lay down and make snow angels.”

Your heart is touched but you make an appeal, “Honey, grandma is wearing her best suit and heels. I can’t make snow angels dressed like this!” Preston looks at you with those huge appealing eyes and says, “Pweassseee?” You stand there, torn between the practical and the deliciously impulsive. Then a wistful feeling sweeps over you.

Just a few months ago, your father passed away and the loss is still raw. You look at Preston and say, “Why NOT?” So, power suit, pumps and all, right in front of the daycare school you and your giggling grandson make snow angels.

You invite other adults and kids to join in but nobody does. Some look, some smile, some just walk away while the two of you laugh and play in the snow. You know in your heart that even your best business suit and shoes can be cleaned, repaired, or replaced, but moments like this, when lost, can never be retrieved.

Simple Action: Life is short and we need to take immediate action when opportunities present themselves for the taking or memories are there for the making.

NOTE: I wish you many snow angels; the one above is mine. Thank you, Lorraine, for being a life enricher.

Give Feedback That Gets Results

Service studies suggest that satisfied customers tell from three to seven people about their experience while dissatisfied customers tell maybe three times that number.

How expressive are you when you receive the quality service, products, or experience you think you deserve? And when you’re displeased, how vocal are you, and to whom do you voice your dissatisfaction?

I recently had an opportunity to express my extreme and utter dissatisfaction at a place where I was staying. Traveling with computer and printer, I composed, printed, and hand delivered a letter explaining how I felt, complete with two “visual aids” from my place so staff would know exactly what my objections were.

I stood in the office while two employees read my letter. It was gratifying to see confirmation on their faces; they seemed relieved that finally, a guest had outed some of their serious issues. They passed my letter on to the manager and I was given new lodging.

Before leaving, I wrote another letter thanking everyone for making things right. I also explained that resentful customers often trash a place or get destructive to demonstrate their upset. A few hours later I received a gracious call from the manager thanking me for my feedback. Why did this happen? Maybe because my comments were:

1. Respectful. There were no insults, blame, indignation, or innuendo in either letter. Practicing restraint, I politely explained how my experience had fallen far short of my expectations.

2. Descriptive. I was very specific about what disappointed me so there was no doubt in anyone’s mind what I was unhappy about.

3. Targeted. My first letter stated that I had chosen to complain to the people who could fix my problem (instead of complaining to friends) so the facility would have a chance to step up to the plate, which they did.

4. Insightful. By describing the ways angry customers act out their resentment, I offered a glimpse of how customers think and why.

5. Credible. I briefly explained that I’ve written three books on customer service and have been teaching the subject for many years.

Simple Action: Never alienate or tick off anyone who can resolve your problem. Intend to team up, not steam up. Be respectful, descriptive, targeted, insightful, and credible in your feedback so you can help others help you get exactly what you want.

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  • Life's greatest, most important problems are fundamentally insoluble. They can't be solved; only outgrown. ~ Carl Jung 2 hours ago

Butterfly


Why a Butterfly?

A butterfly's life begins with an egg, which grows into a caterpillar, where it nourishes itself. Next is the chrysalis, the transformational stage where the caterpillar turns into a butterfly. Sometimes we go through stages where we need to rest or remain dormant in preparation for our next dramatic change.