Recently I have been working with a group of people in a health industry that can be quite the pressure cooker. What this dynamic group of people are challenged with the most is not losing their cool when the schedule feels out of control.
One of the team members said,
“It feels like I’m in a cyclone!”
Her team mates nodded their heads in agreement.
This was the place where the most energy was present in the one hour meeting I was invited to facilitate. I suddenly, in my mind’s eye, saw Dorothy’s house from the Wizard of Oz, swirling above her head. She was in some serious pain and felt out of control.
Ever had that experience?
We all know it is not easy to deal with in the moment and, believe it or not, just being able to express how it feels is a great starting point for getting a handle on it in the future. Yep. That’s right.
The awareness of the discomfort is your starting point for turning it around or hedging it altogether. So I recommend you
consider this awareness a gift and say,
What? You ask?
Awareness always puts us in the present moment. Empowerment is yours IN the present moment. So when you are having the realization that you might be feeling grouchy, irritated, or annoyed, remember it’s in your power to make another choice. In my experience, taking a deep cleansing breath or two is a wonderful first step and bridge to empowerment. Then remember this acronym for YAHOO as you say that word to yourself:
If you are a manager, when you see the words:
on your calendar, what thoughts creep into your mind?
Do you look forward to them or dread them?
If you dread them, you’re not alone. However, if you are one of the few who DO look forward to them, my next question is:
Does the person on the receiving end also look forward to them?
There is a simple
effective and easy
You know you’re on track if the
evaluation is simply a formality.
If there are surprises
something is wrong.
There’s the grocery store….and then there’s the specialty grocery store where the food is organic and healthy. I try to shop in the latter as much as possible. I believe that nourishing yourself with healthy foods is like practicing preventative medicine. It’s a worthwhile investment. (I feel the same way about massages)
Not only are the offerings good…the people seem genuinely happy. You can just feel it.
On a recent visit, I was on a mission: shopping for good tasting sauces with low to no sodium to add to stir fry vegies. When I found what I was looking for, I headed for the check out lane. I was third in line at the two register store.
Before I knew it, the second register was opened.
The gentleman in front of me with two items was ushered over.
The person who opened the second register was an employee who worked in a different department. When it was my turn in line, I had an item from my visit earlier in the week that I needed to return. I was hoping this wouldn’t be a problem.
I mentioned that I was returning the item because the sodium content was too high (34%….in noodles! Who knew?). Kathi, the “supplement manager” (it was on her name tag) smiled and asked if I would be using the same credit card today that I used to purchase the noodles. I said yes and she said….
Just as everything was put into my bag, Kathi shared that her uncle was on a strict low sodium diet and that her aunt buys a few good items that fit the bill. She offered to show them to me. I took her up on her offer. At that moment, one of the other employees came up in line and put a few items on the conveyor belt and said, “Since you’re here and finished (ringing me up), I thought you could ring these up for me.”
Kathi’s response: “I am going to show this customer a few things that I told her about first and then I’ll be back to ring you up.”
I followed Kathi and she pointed out some foods I may want to consider for other low sodium options.
All of her suggestions were good and related to my situation.
Not only did I thank her for her recommendations, I acknowledged her for putting me first.
What were this business’s messages ?
When is the last time you acknowledged your team,
in the moment,
for doing something “right”?
I like giving credit where credit is due. Thank you Kathi.
I like giving credit where credit is due, for great customer service. The organic market link is:
The 5 Customer (Guest) Wants:
I had to smile as I read them. They were simply common sense and the fact that they posted them was brilliant in my humble opinion. What does having this list do for the “guests” that walk in? And how about the employees? What does this say about the company?
I enjoyed a long career with a company that had their Shared Values posted in every store. This was a company that believed in empowering every member of their team to make good decisions based on the company’s values, vision and mission. As a new team member, the first day of training was just about these shared values with the thought that if you found yourself in a position where you weren’t sure what to do, you could follow the values and make the “right” decisions…every time.
It worked like a charm.
What words does your business have to live by?
What is your business’s customer service philosophy?
Would you post them?
Recently, I asked an entrepreneur what her vision was for her business.
Her reply was perfect…
and what I would term a Common Sense Mission Statement:
” I want every person who walks in to feel glad that they did! “
What is YOURS?
It is my belief that good old fashioned common sense is always the way to go with….well….life, but for the purposes of this blog site, I’ll say that common sense is a good point of reference for great customer service and entrepreneurs who want to their businesses to thrive. The challenge however, is that common sense appears to be less and less common. What happened? Where did it go? How can we get it back?
I am a sales and management consultant as well as a business & life coach. My business clients include individuals and groups who are frustrated with the status quo and would like to improve their businesses by way of exceptional customer care with a common sense approach. They have found that by focusing on customer care, their sales and repeat business are maximized, their team members thrive and every aspect of their own lives improves as a result. They have figured out how to connect the dots.
A large part of my experience (over 25 years) has been in the retail furniture sales and management world. I have been fortunate to work with companies who have had the common sense to develop, understand and act upon values such as happy customers, teamwork and honest communication, just to name an important few. These companies had the wherewithal to realize that retaining good team members wasn’t just about money. It’s about making your team feel included and engaged. Not only was it about including the staff…inclusion was also about the customers.
Makes sense to me.
This common sense approach, in fact, enabled them to thrive during difficult economic times.
You can too.
In this blog site, I include real life customer experiences giving you the scenario…just the facts … and give you the opportunity to point out where common sense was used or perhaps, the opportunities for common sense to be applied. They will be featured on the home post page under the title: Messages. Feel free to use this blog site as a complimentary interactive training/coaching tool for your business. And….feel free to let me know the challenges you may be encountering today. I’d love to look at them with you and develop a strategy that WORKS for YOU!