Posted: May 26, 2021 | Categories: Customer service, Leadership, Sales

If you are a homeowner, you have professionals and tradesmen you count on to keep your dwelling fixed, cleaned, and updated. You have air-conditioning, heating, appliances, and lawn equipment. You protect your physical and financial well-being with professionals like dentists, doctors, and accountants. We establish relationships with these people that often last many years. We trust them. When they retire, we have a gap to fill.

Two years ago, my HVAC guy retired. When he did, he gave me the name of another company I could connect with. The next time I needed help, I called this company. They were on time and solved my problem for a fair price. We were off to a good start.

This year, I decided to do some preventative maintenance, and I had the new company out for a routine AC check. I had the AC on, and it was humid 90-degree day. The tech got out all his equipment and cleaned the coils and grill in the outdoor unit. Next, he went to check the refrigerant. He shut down the AC to clean it. When he went to turn it back on, nothing happened. The unit would not receive power through the 32-year-old junction box. So let me get this straight: You come in on a hot, humid day, my AC is working fine, you work on it, and now it is not working. Hmmm…

At this point I took a step back, set aside the “dinosaur” part of my brain, and began asking questions. As it turned out, the tech was following normal procedure, and when he shut off the breaker, it failed. Now we needed a new box. Paul, the tech felt badly about what happened, and said he would talk to the boss.

About 1/2 hour after the call, I called the owner of the company. He knew all about my situation and was very understanding. He said, “Paul was following the right procedure when he turned off the power outside. If that had been me, I would have turned off the power downstairs since the box was so old” In other words, Roger (the owner) was backing up his tech, and admitted that the problem might have been able to be prevented. Roger’s transparency and empathy convinced me I had the right “go-to” person. He was fair with the charge, and I plan to buy a new unit from him this fall. Roger dealt with my crisis well and used it as an opportunity to strengthen our relationship.

Posted: May 25, 2021 | Categories: Leadership, Presentation skills, Sales

When I was young, I used to watch a TV show called, “To Tell the Truth”. Here’s how it worked:

The show would begin with three people standing side by side. They would each pretend to be the same famous person that you had probably not seen before. (Like Dr. Suess) Each one said the same thing: “My name is Ted Geisel” One of the three was that famous person. The other two were impostors. The show host would then read a sworn affidavit by the famous person describing themselves and all their achievements. Then a panel of celebrities would each have their turn to question the people standing. After their time for questioning expired, the panel members were asked to cast their vote for who they believe was the real Ted Geisel. Even though I wasn’t there to ask questions, I was in on the game, and made my guess when the panel members did. My guess was almost always right. I had a secret that worked:

Instead of trying to judge content accuracy, I focused on the tone of voice, body language, eye movement, and the way the person responded. I was particularly sensitive to those who responded quickly and with confidence. I found the authentic contestants were slower to respond, more thoughtful, and would sometimes ask clarifying questions. In other words, the real person was usually not “slick”.

There seems to be common misconception that when we respond quickly, we show more confidence. Sometimes just the opposite is true. We respect the more thoughtful response that indicates to us that the other person is listening and cares. Being more thoughtful in our responses can increase our trust and credibility.

You may ask, “Is there any time when we shouldn’t respond slowly? Yes. If you spouse asks you if you still love them, respond quickly…very quickly!

Posted: February 22, 2021 | Categories: Leadership, Self-Improvement, Team Building

Humility: Having a showing or consciousness of ones defects or shortcomings.– Webster’s New World Dictionary

In his book, “The Ideal Team Player”, Patrick Lencioni talks about the most important quality of the strongest team players:  Humility.

Are you a “just” person? Let me explain what I mean by that. A couple weeks ago I was talking with my youngest son. He is 33 and had been married for 3 years. I had asked David a challenging question, and he did not become defensive. I could tell he had thought carefully about my question, and he did not comment. Later on, David shared this: “When you asked me that question I was so tempted to say, “I just…” I held back and I am glad I did rather than reacting or becoming defensive.  I thought your question was good and I should give it careful consideration. I did so, and it helped me. I also realized the number of times people would say something starting with, “I just…”. Now whenever I am tempted to respond with “I just”, I take a step back and gave myself some time to think.”

David’s comments caused me to reflect on the number of “I just” moments I have had. I don’t use “I just” anymore and I don’t miss it. Not doing so has helped me become a more empathetic and improved listener. Try it! I believe you will find others will be more open to your ideas.

Posted: February 18, 2021 | Categories: Leadership, Team Building

When I was in high school I took a speech class. The teacher made a statement I never forgot: “When we speak up with conviction, we can create a defining moment that shapes our lives, shapes our relationships, and shapes the world.”  In other words, we change history!  Here is a true story taken from the book, “Crucial Conversations” to demonstrate:

“Kevin, his peers, and their boss were deciding on a new location for their offices – would they move across town, across the state, or across the country? The first two execs presented their arguments for their top choices, and as expected, their points were greeted by penetrating questions from the full team. No vague claim went unclarified, no unsupported reasoning unquestioned. 

Then Chris, the CEO, pitched his preference – one that was both unpopular and potentially disastrous. However when people tried to disagree or push back on Chris, he responded poorly. Since he was the big boss he didn’t exactly have to browbeat people to get what he wanted. Instead, he became slightly defensive. First he raised his voice – just a little. It wasn’t long until people stopped questioning him, and Chris’s inadequate proposal was quietly accepted. Well, almost. That is when Kevin spoke up. His words were simple enough – like, ‘Hey Chris, can I check something out with you?’

The reaction was stunning – everyone in the room stopped breathing. But Kevin ignored the apparent terror of his colleagues and plunged ahead.  In the next few minutes he in essence told the CEO that he appeared to be violating his own deision-making guidelines. He was subtly using his power to move the new offices to his hometown. After some additional discussion, the boss said, ‘You’re absolutely right,'”  

Think of all the positive effects Chris’s speaking up spawned. Families didn’t have to move, kids stayed in their schools, and the company morale was preserved. Remember the “power of one”. Act…or be acted upon!

Posted: January 15, 2021 | Categories: Customer service, Leadership, Sales, Team Building

“Change of heart can’t be imposed…It can only be chosen”

–Dr. William Miller

Have you ever found yourself giving the same lecture over and over to your kids, relatives, or people who report to you?  We can preach, threaten, or even penalize, but what can we do to inspire a change of heart?

A few months ago I called my stove repairman to fix a minor problem.  I reached his voicemail, and in the message he mentioned that they would not enter my house unless I was wearing a mask.  What nerve, I thought!  He is telling me what to do in my own house.  I abruptly deleted the contact from my file.

Fast forward to last month:  I needed my carpets to be cleaned for the holidays, and I set up an appointment.  The personnel were friendly, responsive, and right on time.  The enthusiastic service tech came to the front door, and when I greeted him, I was wearing a mask in my own house!  Why?  Because I had a choice, and I chose to wear it.  I thought about the service tech and wondered if he had a family.  What if his wife was pregnant?  I found myself empathizing rather than just thinking about my position.  The tech did a fine job, and even threw in an extra room for free.  Now that’s a win-win.

This experience reminded me of an important quality that loved and respected leaders have:  The ability to listen,  ask questions, and let others choose whenever possible.  Even though there are times we must follow other’s directives without much choice, when we can offer someone a choice and let it be their decision, we can inspire that change of heart.