Business is filled with obstacles that we need to overcome and get through. The only thing that really works is an inner drive with complete commitment along with innovation and an unstoppable approach.
Obstacles will happen every day. When they see an obstacle, many people begin to craft their story of why the obstacle is the reason they can’t get the result. “Well, I was going to accomplish this, but then this happened, so I couldn’t accomplish it.”
Continue Reading »Leslie Charles said, “Of course I’m yelling! I’m wrong!”
You have to love the honesty there. But don’t you even see that as being true for a lot of people?
When they start yelling and needing to be right, it’s usually because they haven’t taken in the other side of the story into consideration. Oftentimes, it’s easy in this world to forget the fine art of dialogue.
I have had a dear friend for the last 20 years, and one of the things I love about him is he’s a brilliant, brilliant man at the very top of his profession. Anytime you bring up any subject at all, he’s intrigued.
No matter how much information he already has, he’s always open to listening to another perspective. And he says: “Hmm, there are always more sides to the story” and “I’m curious.”
What if the whole world operated like this? This is the world where we’ve forgotten how to have a dialogue. Where we read the paper, and just go with some dogma… not even curious about another side.
Wouldn’t the world be better if we all just had open hearts to learn from each other and say: “Hmm, that’s interesting, tell me more” as opposed to waiting for them to stop talking so you can teach them why they’re wrong.
I think there are a lot of opportunities to be open to being wrong. Be inquisitive. And be okay with that.
Why not? And here’s the answer anyway… we’re always wrong about everything anyway, there will always be new information that proves everything we know to be true to be wrong.
So get over yourself. It’s time to open up to dialogue.
Continue Reading »What if you thought about every encounter with the customer as a chance to create a “wow” encounter?
Let’s face it, you’re either going to have a “wow” encounter or an un wow one. It’s never a neutral event. So we need to constantly ask ourselves, “How could I create a ‘wow’ experience here?”
Now as we’re thinking about “wow” experiences, we can’t forget the internal customers—you know, those who are working within our organization and who need to support those outside of our organization (AKA the customer). These internal customers need to have “wow” experiences as well.
So whether you’re an internal customer service person or an external customer service person, think about the “wow” encounter and never forget what Guy Kawasaki talked about, “No matter when your supervisor asks for something, the answer is always ‘now.’”
When they’re asking for something to be done, make sure to prioritize what they need because they probably have an outcome and a customer experience that they need to create. AND them having to wait means that they cannot create that “wow” experience for their customer!
Always approach every encounter with every person that you work with—including your customers—as the potential to create a “Wow, That was amazing!” type of experience.
What if you started approaching it that way today?
– Roxanne Emmerich
Ask yourself this question: What action could you take today to demonstrate excellence or real value? It’s a question worth thinking about every day.
I know many people set intentions of how they’re going to go about doing things.
Continue Reading »Maya Angelou said: “They will never remember what you told them or what you did. But they will always remember how you made them feel.”
Every moment, we have a chance to have encounters with our clients, with our co-workers, with their children in a way that makes them feel better about themselves.
How we feel about ourselves impacts how we make others feel about themselves.
How we bring joy into the room matters because we’re either breathing life into life or sucking it out. We are never a neutral event.
We have a choice. We can make sure other people feel better because we choose to bring joy to the conversation, talking about possibilities as opposed to what’s wrong, moving things through quickly, and celebrating the successes along the way.
Listen, it’s easy to find things that are wrong. I’m very capable of doing it.
I am not talking from the mountain here as someone who is capable of always being in this place, but I do know that my life goes better and that I make other people’s lives better when I sincerely make an attempt to breathe life into life, to bring joy in my heart, and to make sure that I’m thinking about bringing joy into their heart at the same time.
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