Sometimes a cluttered desk leads to mass cleaning, which leads to things being put in a file, never to be found again. Other times when those files are reopened, serendipity happens. Such is the case today.

(By the way, one of the advantages of writing a blog is that I can keep a file called "Blog ideas" which will likely lead to more serendipity in the future!)

I found a comment in the Reader Feedback section of the April 2003 issue of Fast Company. It was written by a student named Rich Reed who wrote,

"When I've been an assistant for someone, my goal has been to learn how that person thinks and then try to flow with her. The same has proven true when I have helped a guest or a Customer with his or her situation or concerns. So don't bring Customers into your reality: Discover theirs."

This is one of the most profound thoughts I have ever read about Customer Service, or service in general. When people say "the Customer is always right," this is what they are really saying. In the Customer's mind they are right. When we can do more than put ourselves in the Customer's shoes, but put ourselves in their reality, we will know how to satisfy, delight and WOW them.

Your task today is to figure out how to get into your Customer's reality.

Also posted in: Customer Service

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This afternoon, I found a clipping from a book I read long ago. The book is The Future Machine by Robert Montgomery. In the book he related this story...

"A few years ago, I spent a week at the Jack Tar Resort in the Bahamas. Although we were experiencing a near monsoon, the waiters and waitresses kept saying, 'Be happy, be lucky,' rather than 'Hello,' 'Good bye' or 'Have a nice day.'

After the vacation all I could think of was, 'Be happy, be lucky.'"

It reminded me of a conference I attended as a college student where the session leader asked why we so often ended a conversation with "be careful." He suggested we use a different closing phrase like "take a risk."

I call these phrases "throw aways." We all say them all the time, without thinking. I often try to use different phrases in these situations - both to jolt my thinking and the thinking of those I am talking to.

I could give you several examples, but instead, I suggest you call us toll free (in the U.S.) at 888.LEARNER, or 317.387.1424. Why? Because Holly changed our voice mail greeting and is trying to jolt our callers in the same way.

Think about your throw away phrases, and plan to change at least one of yours consciously, starting now.

(When you call us - leave a message and let us know what throw away you are changing!)

Post Category: Creativity

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People ask me how I get so much reading done. Actually, I don't think I get nearly as much done as I wish I did. I always chalk that one up to expectations - mine in the area of reading are pretty high!

While most of us could read more, that may be the wrong goal. A better goal might be to read more intelligently.

I found a site today that is very cool - http://www.mindtools.com. I have just spent a very little time there so far, but I already highly recommend it.

To get back to my point about reading more intelligently, I found an article on the Mind Tools site. It offers six suggestions for reading more intelligently. (this particular article is at: http://www.mindtools.com/pages/article/newISS_04.htm.)

I am pleased to find that I do most of these thing already. I encourage you to check it out and try a new reading strategy yourself.

Post Category: Training

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Last night I was the guest expert on the "Mentoring with the Masters" teleseminar series. (you can listen to a replay or sign up for future teleseminars for free at http://mentorsmagazine.com). As we talked about creativity, I was asked about my chapter in Walking with the Wise, where I talk about using a "power nap" as a way to stimulate my creativity.

Many people may find this approach to be ridiculous, or perhaps even lazy. You might be thinking, "How can a self-respecting business person take a nap when they should be working?" That is an understandable response. However during the teleseminar I pulled out an article I read in the Wall Street Journal, on 7/23/03 in the Cubicle Culture section. The article is entitled "As Bosses Power Nap, Cubilce Dwellers Doze Under Clever Disguise"

The article talks about trends of napping and how it is especially hard to get a nap if you work in a cubicle. But beyond this it cites some interesting research that leaves me feeling vindicated (ok, almost feeling smug). In one NASA study, Mark Rosekind, former Director of NASA's Fatigue Countermeasure Program, found that airpline pilots who fell asleep for an average of 26 minutes experienced a 34 % improvement in performance and a 54% improvement in alertness.

Ok, so maybe the thought of airline pilots sleeping is a concern, but hey, thay have co-pilots, and nothing was mentioned about sleeping during landing...

Think about it - what other program could give us a 34% improvement in productivity?

If your situation allows, I encourage taking a quick nap. To get the greatest benefit from it, I drift off thinking about a particular issue or challenge. I immediately write down my thoughts or work on this issue upon awaking. I also keep the nap short - for me 10-15 minutes at the most. The number of ideas and insights that I have gained in this way is amazing.

Want to learn more about napping in the workplace? Want to convince your boos of this option? Go to http://napping.com.

I encourage you to try a power nap as a way to increase your productivity, solve problems more creativiely and make the rest of your day mor enjoyable. It works for me!

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In this morning's Wall Street Journal, Franklin Lavin, U.S. Ambassabor to Singapore wrote the Manager's Journal column about some of the things he learned from the late President Reagan while working on his staff.

******** PLEASE NOTE ************

If you are thinking about moving on to the next website, or clicking to another part of my site because of your feelings about the politics of President Reagan, please don't. The lesson I am about to share isn't about politics or partisan-ship, or any of those things.

***********************************

It is about caring.
About being focused on others.
It is a lesson for all leaders.

Lavin shares a story about an appearance the President was making at an Alabama school for handicapped children. The event was going super well, until one of the children with a severe speech impediment asked a question of the President. No one in the audience could understand and the room became tense. The President asked him to repeat the question, and the energy in the room was further dampened. Again, no one understood.

Here is how Lavin tells what happened next, "The teachers froze. What was to have been an upbeat day was turning into a disaster... Reagan to the rescue. 'I'm sorry' he said with a smile, 'but you know I've got this hearing aid in my ear. Every once in awhile the darn thing just conks out on me. And it's just gone dead. Sorry to put you through this again, but I'm going to ask one of my staff people to go over to you so you can tell them directly what your question is. Then he can pass it back to me.'"

This is what caring, gentle people do. This is what leaders do. If they see someone hurting, they try to help. They don't help to "get through it" or get people back to work. They help, and care, and listen because it is the right thing to do. They show they care through their actions.

If you are like me, as you read this you thought, "How would I have handled that?" and "Would I have been as successful as President Reagan?" They are good questions.

The better question though is, what can I do today to be more focused on others, and therefore help them succeed?

Post Category: Leadership

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A colleague of mine, Dave Blum , who goes by the name Dr. Clue, does some very cool team building events using scavenger hunts in cities all over. He also produces an ezine called, appropriately, The Dr. Clue Teambuilding Newsletter. In his January 2004 issue he talked about what could be learned about teams and team work by watching TV on Thursday nights. He isn't talking CSI, Friends, ER, or even The Apprentice, but Survivor. Read his interesting take and lessons learned at: http://www.drclue.com/newsletter/newsletter2004_01.php.
While you are there, sign up to receive his future quarterly issues.

Post Category: Teamwork

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