Posted: March 26, 2020 | Categories: Self-Improvement, Time management

We are in the midst of a world Pandemic, and to slow the spread of the virus, many businesses in the country have been closed temporarily.  That means many of us are experiencing a long, unexpected chunk of discretionary time.  How can we best use this time?

Let’s fast forward to 6 months from now.  Business is back in full force, and we have resumed our busy schedule.  What would we wish we had done with this idle time if we had it to do over?  Asking this question can generate many answers.  Here are some that might pop up on the list:

Relationships:  Most families in America could spend more time in quality conversation.  In a survey done by Nick Stinnet and John DeFrain, they found that married couples spent an average of 5 minutes each day with each other, and less than 30 seconds with their children.  What?  Yes.  They weren’t talking about transactional dialogue, like “Did you take the trash out” or “Be sure and pick up milk and bread”.  The goal is quality conversation, and it can make a big difference,  During this “off” season, it can be good time to set up a routine where you have time for more important interaction.

Health:  There are three areas that 90% of our goals fall in to:  Health, relationships, and financial security.  They are the three legs to the stool of a stable, happy life.  Are you intentional about planning nutritious meals?  Do you have a well-balanced daily exercise routine that includes cardio, flexibility, and strength exercise?  Do you have a special time each day to do it?

Financial security:  OK,  I am an executive coach, not a financial planner.  What I do know is that success in your career can lead to more financial security assuming you are wise with money.  Where do you want to be in your career 5 years from now?  What do you need to learn to get there?  What courses and certifications will be required?  Have you been putting off getting started in these areas?  If so, now might be the time.

Remember:

1.  Select the area.
2. Make a detailed plan.
3. Set up a routine and block time.
4. Hold your feet to the fire and be committed

Let’s turn this lemon into a lemonade!

Posted: March 9, 2020 | Categories: Self-Improvement

“Good manners are made of petty sacrifices”

-Ralph Waldo Emerson

In September of 1992, my oldest son entered 1st grade.  After a week went by, Kevin shared something special that his teacher did.  She boosted his confidence, and made him feel better about himself.  When Kevin shared this story, I began reflecting on my 1st grade teacher.  I had just moved from another state, and I didn’t know anyone.  Mrs. Wingard made me feel special, and she did it by her genuine smile and interest in me as a person.   I never forgot it.  I decided it was time to say thank you.  I took 15 minutes to write a hand-written note expressing my gratitude, and telling her how important she was in my life.  Three days letter my mother called.  Mrs. Wingard called her, and was ecstatic about the note.  She had retired, and said that in all her years, she had never received a note like that.  I had done something that was very meaningful to someone else, and it only took me 15 minutes?  It was an eye-opener.

Are you a busy person?  Are you too busy?  Here are some words I read many years ago that may help answer this question:

You know you are too busy if you don’t…

• Write thank you notes
• Call family members just to say “Hi”
• Give a hug to someone
• Cry with someone who has experienced a recent loss
• Write a letter to a friend
• Acknowledge birthdays in some way
• Read a good book
• Listen to some good music
• Visit a friend
• Play with your grandchildren
• Say “I love you” to your parents
• Say “I love you” to your children
• Learn something new
• Smile
• Compliment someone
• Share a sunrise/sunset with someone
• Listen to the birds/smell the roses
• Climb a mountain

Time to get really busy!

Posted: February 27, 2020 | Categories: Customer service, Sales

The simplest and most accurate description of selling that I have seen is to “create and keep customers”.  That sounds nice.  We just need to be careful we don’t gloss over the second part of this statement…KEEPING CUSTOMERS.  I find that this part is often overlooked.  To keep a customer we need to build a comfort zone around them that is so powerful it cannot be penetrated.

I have a comfort zone story:  In the summer of 1974, I had just moved up to the Chicago area and was looking for a barber.  My current barber was outstanding, but he was in Kansas.  I was forced out of my comfort zone.  So, Mike and I began.  He was a great barber, and I now had a new comfort zone.  He was with me through the times of my life, including the haircut he gave me to look good for my wedding in June, 1978.  We were born the same year, so hi age was perfect.

The years rolled on, and in 1989 I moved to a suburb 40 miles away from Mike’s shop.  That’s OK.  I made the drive each month to get my haircut from Mike.  Then, one day I called for an appointment, and Mike had no openings.  I needed a haircut, and I was forced out of my comfort zone.  I went to another barber locally.  Scott took care of me, and did a good job.  He wasn’t Mike, but then again, Mike wasn’t him.  31 years later, Scott is still my barber.  I never went back to Mike, but I did give him a courtesy call and thanked him for the years of service. This experience taught me a lesson:  Comfort zones are very powerful, and if we don’t create them for our customers, they can easily be snatched away.  Do you have a strategy and specific action plan for keeping your valued customers, or do you take them for granted?  Remember the old dental commercial:  “Customers are like teeth…ignore them and they will go away!”

Posted: February 7, 2020 | Categories: Leadership, Management

Have you ever been in a situation where you needed to address someone for making a mistake or not following through, and you realized this was not the first time?  I’ll bet you have.  Once a mistake or oversight has been repeated we to move away from the specific infraction and address the pattern.  Here is an example:

When I was in my early 20’s, I worked as manager in the lodging and hospitality business.  I loved my job and was given a pretty free rein in decision making.  My boss lived nearly 1000 miles away, and would come to visit about every 2-3 months.  I remember one particular time when one of those visits wasn’t so pleasant.  He asked me to report on a project he had directed me to do in one of his previous visits.  The specific project was an unpleasant and tedious one, and I procrastinated.  My boss (Mr. Lunt) realized that this was the third time he had asked me about the project, and each time I had come up short.  It was time to shift gears.  Mr. Lunt knew he now must address the pattern-not the incident.  He asked me one direct, appropriate, and chilling question:  “What can I do to get you going on this, Steve?”  He asked calmly and respectfully.  He said so much with just one questions.  I knew I had better turn things around and “get with the program” fast!  I did.  Mr. Lunt and I worked together for many years after that.  I have always appreciated the way he held me accountable.  The leadership lesson I learned:  If it is a mistake, address the mistake.  It it is a pattern, break it!  You will help the other person grow.

Posted: January 17, 2020 | Categories: Customer service, Leadership

“The rare individual who honestly satisfies this heart hunger will hold people in the palm of his or her hand, and even the undertaker will be sorry when he dies”

-Dale Carnegie: How to Win Friends and Influence People

For many years I was a training facilitator for The Dale Carnegie Course.  The above quote was one of my favorites.  It encapsulates what I believe is the most important thing to know when building relationships and leading others:  Making the other person feel important.

Once I worked with a fellow named Don.  He had a way of making people feel special.  He would greet people with a warm, sincere smile, and immediately begin to ask questions that enabled them to talk about themselves.  Remember, that is everyone’s favorite subject!

Don was an avid fisherman, and one time he went on a trip way up north in the Canadian wilderness.  In his experience, he interacted with the guides and staff at the lodge.  As usual, he showed his genuine interest, and was able to find out things about people that were very informative and entertaining.  The conversations Don had with them was one of the highlights of his trip.  When Don checked out, the host said, “I keep hearing from my staff members about you.  They want to know when you will be coming back.  They have never done that before!”

What Don did was what many of us don’t feel we have time to do:  Find out what makes others feel important and listen to their story.  If we do, we will brighten people’s day and make them feel important.  We may never know what a difference that will make.