Archive for the ‘Company Culture Change’ Category

When the Answer is Always “Now”

Monday, November 28th, 2022

How could I create a ‘wow’ experience here?

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 unwow 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

One of the Best Ways to Earn the Respect of Your Team…

Monday, November 21st, 2022

Focus on Quality

When I go into one of the workplaces of the clients that we work with and see a sign that says “Clean up behind yourself. Your mother doesn’t work here,” I got to tell you… it rubs me the wrong way.

I find it just a little bit insulting. That said, there is a message there that is probably more important outside of the break room. And that is this: we are all required to do our job well, which means it’s absolutely important to double check—and sometimes triple check—the quality of our work.

When we don’t focus in on that quality, we leave messes for those behind us.

Be Attentive and Have Respect

Listen… You’ve got to get your ego in check and realize that you too make mistakes and that you need to respect the need for accuracy.

Maybe you’re the kind of person who is always accurate anyway (Really though, you’ll still probably want to double check for accuracy).

If you know that you’re not all that accurate, you probably need to check three—or maybe four—times to make sure that you don’t get a reputation as the person being told  “your mama doesn’t work here” and making somebody else clean up behind you.

Be attentive and have respect for the quality of what you put out. You will earn the respect of those on your team.

– Roxanne Emmerich

The Brain Chemistry of Accomplishment…

Monday, November 14th, 2022

More work to do than the time you have to do it in

Do you have more work to do than the time you have to do it in? Well, welcome to planet earth. That is the world we all live in now. And listen, here’s the thing, people sometimes run from a job like that yelling, “Ah, I am overwhelmed!” Then they go someplace else, where they’ll still have too much to do! And now they’re in a brand new job with far less experience, and it takes them even more time to get less done…  So, it just got a whole lot worse!

Here’s the thing: we have to accept the fact that we live in a sped-up world. There is a requirement to do more with less. Faster with fewer. And do it all better than ever…  What an opportunity!

Knock important things down because it feels good

If we let this crush us; If we define ourselves as being inadequate because we’re always feeling behind as opposed to saying, “I knocked that one down. I was super powerful today. I moved something else through;’” and if we don’t focus on the completion—we will stay in the world of being overwhelmed. So knock down those tasks, have it be a blast every time you move through it, give yourself a high five, and check it off the list! I don’t know about you, but I add things to my list just so I can check it off because it feels good, and there’s a brain chemistry shift that says, “Good job, You knocked something down!”

Create systems that ensure you are knocking important things down and feeling good about the fact that you’re focusing on what matters the most.

– Roxanne Emmerich

Doing Just Enough is Never Enough

Monday, November 7th, 2022

We all know those people who just basically do the core things required of the job. And yet, when we put ourselves in a state of assuming that we will do nothing short of excellence, we stand out. Not only that, we make a difference in people’s lives, we get noticed, we feel good about ourselves, and we go home. And yet, most people are trying to figure out how can they get away with the least amount possible, as opposed to, “how can I be a standard for excellence going above and beyond always, “plus-oneing” everything that I do, always making sure everything is accurate and perfect and above and beyond.” It’s an interesting way to live, isn’t it?

Rise Above Limiting Beliefs

Monday, February 21st, 2022

People never exceed their belief systems.

If you don’t believe you can get premium pricing over what you charge in your company, you’re not going to get premium pricing.

It’s not because somebody else can’t, it just means you’re never going to exceed your belief systems.

You’re never going to exceed your belief systems in terms of your capacity to be successful at work. If you believe you’re only capable of so much, you will fulfill your promise to yourself, sadly.