It is the first year for our “combined” Thanksgiving dinner for my new marriage.  She is on the treadmill when I propose a seating arrangement for the pending dinner.  Her response was an eye roll.   “Why did we even decorate?” Uh oh. “Either way I am not going to be happy,” she says. Instead of a lose-lose negotiations, I am finally getting to where I can back off and see what she proposes.  After some laughter, conversation and me heading down to my intergalactic headquarters to write this blog, I can see the win-win can be found in not worrying
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It is easier to associate a charismatic personality with extroverted people.  The exemplify outgoing, and “life of the party” personas.   Charisma is associated with a warm heart and so the listening skills of the introvert come in handy.   Johnny Carson learned to have a stage presence, but in real life he was a very quiet and personal man.  I believe that his ability to let others talk, to bring out the best in others, made him the star that he was. Since people “feel” charisma, that it is something that they sense, the humanoid who must be the life of
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They SERIOUSLY believe in their doctrine.  Anything else would be hypocritical.  We, as a species sniff out hypocrites.  Ultimately we shy away.   But not this bunch.  There is always a line of cars waiting at their drive up window.  Always! Chick-fil-A.   They really do believe in their doctrine.  Of course they make great food, but what is the magic fairy dust that really sinks its hooks into their customers? Hospitality. In a conversation with Andrew Allman, an owner/operator of one of their franchises, he shared that in a few days he was going to have a crew of new employees
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There is a wisdom that comes with groups.  One person can contribute, but if you wisely draw on the insights of the group (I did say wisely) then marvelous things can occur.   Gone are the days when you needed an Einstein to win.  We will take the Aaron Rogers as our quarterback, and such talent should not be dismissed.   But on a day in and day out basis it is the support cast of characters that can you the organization brilliant. The misguided thoughts of leaders who feel like they are the keeper of all brilliant ideas must be put
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Change the shirt, try a different makeup ensemble, or even subject a person to plastic surgery.   Our physical appearance is a source of constant investment.  Who does it help?   Others?  Or yourself? While the outward façade may indeed fool a few people, we know that 55% of what makes us “likable” to others, is all the unspoken language. That is why authentic, sincere, honest caring is almost impossible to fake.  We feel it.  It is the “Blink” that Gladwell documents in his writing. This TLC, love, and caring is powerful.  The body responds with waves of PEA, oxytocin, and dopamine
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When we give someone a name, or classification like “customer”, then we group persons into a nice little folder to act upon, or to affect. When we look at a person, really look at them as someone who is having a life experience, and take into account their individual thoughts, and emotions  . . . like you might consider your own, things change. No longer can you inspire, manage, motivate, or even manipulate (heaven forbid).   The problem with Customer Service, or Sales Training, or Leadership Training is that it focuses on behaviors that will impact others. When you slow down
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The surveys arrived in the mail.   Same hospital, two surveys wanting to know about a recent out patient experience.  Both went into the trash. Voting the majority of the time does not occur with pencil to paper.   Most of the time it is done with the delete button.  If something warrants additional effort it is because it either really ticked you off, or it was so out of the norm good that you had to tell someone about it. The savvy understand this.  ANY feedback is incredible.  It is to be listened to and acted upon. To do less will
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This morning I go to the 4th Dentist to get a tooth fixed. One caused the problem. The second had such a cavalier attitude and condescending demeanor, added to his initial shy’ing away from fixing a “difficult” tooth. The third advertised that he was indeed capable in fixing it, only to then actually look at it and send me to the fourth because his competence was in handling the really easy stuff.  I loved the “we can’t fix your tooth, but (we will charge you to tell you that and) would love to have you come back when the 4th
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Processes are not enough. Willingness to adapt, to be humble and teachable is a must.  Creativity, which takes the customers challenges and turns them into something wonderful, is the number one thing that is appreciated by today’s consumer.   This is turning the lemons . . . into Sprite.  Lemonaide is not enough. Beware of the negaholic. Whereas an act of poor service was communicated to 26 others in the past, today the negative experience goes out massive audiences of thousands via Twitter.  Consumers have too many choices to endure the pickle sucker. Your price is too low. When the consumer
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