The Phrase That Irks

Good customer service is a rarity in today's business world-and we are quite surprised and pleased when we DO receive exemplary service. In fact, providing excellent customer service is probably one of the most overlooked business practices of many companies and organizations. And I have some advice for those who want to immediately improve their service to the customer (whether internal or external)... it's a huge one... stop saying "No problem."

There have been so many instances when I have received a product or service and when I say "Thank you" the response of the other person has been "No problem." Well, glad I didn't inconvenience them too much. Last time I checked, I paid for the product or service. Imagine being at the circus and at the end of the performance the ringmaster says, "It has been no problem to have you join us tonight." Just doesn't quite fit.

One of my favorite fast food restaurants has my undying commitment. When I get my order and say "Thanks" their response is ALWAYS something like, "My pleasure to serve you." I know they get paid to say it and they may not genuinely mean it, but the psychology behind it is incredible. It reminds the provider who the spotlight should be on-the customer.

Even on a personal level when doing a favor for a friend or a task for a family member, it helps to get rid of the "no problem" phrase. Let them know you are happy to do it because of what they mean to you. Find a positive way to respond instead of a less negative one.

In this current economic slowdown, any competitive advantage is essential to survival. One advantage may be remembering just how important good service is to the customer-and reminding them how much you appreciate their business. Failure to do so may actually create a "problem."

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Don't Create Your Own Chaos

While you normally think of interruptions being created by others and brought to bear on your circus, don't miss those "changes of direction" that are often caused by your own inability to plan or focus properly. Some examples include:

• Leaving "e mail notification" turned on for your email program. Each time the indicator pops up telling you that you have a message, you are distracted. It's just human nature to say, "I wonder who is e mailing me?"
• Not managing your sleep patterns, exercise or food intake. If you are ready to crawl on your desk at 2 PM and take a nap, maybe it's time to start an exercise program that will help you sustain your energy throughout the day. Or perhaps you need to explore ways to get a better night's sleep-or watch what you eat at lunch that may be making you sleepy.
• Beginning-but not ending-an intense discussion with your spouse, children, or co-worker. If you have something serious to discuss, choose a time that you can prudently work through the issue. Leaving "loose ends" in discussions will weigh heavily on you in those moments at work when you should be focusing on other tasks.

Most importantly, be the ringmaster. As much as it's possible, take control of your time, energy and actions... or someone else certainly will.

The Time To Improve Your Circus

A slumping economy has been affecting corporate America for some time now. The impact on communities and cities as a whole, however, is just now beginning to take shape. A recent article in the New York Times, however, highlighted a city that seems to be insulated from many of the challenges facing other areas. In the article, For Pittsburgh, There's Life After Steel, several reasons are given for their ability to withstand the negative impact on so many other communities.

The sentence that was most telling was this: Pittsburgh had the luxury of reshaping itself while the rest of the United States economy was relatively strong. It goes back to that old adage, "The time to change is when things are good." Whether it's a corporation, community or a household, those entities that are constantly analyzing their surroundings (i.e. being good ringmasters) and making changes proactively instead of reactively fare better in the difficult times. Many saw this impending crisis developing, but did little to prepare for it or modify business practices, budgets or even family spending habits.

So, if your circus is struggling now, commit yourself to continuous improvement so you can insulate yourself from future downturns that will certainly come. If you are experiencing only minor discomfort during this crisis due to your forethought and progressive action-bravo! Along with Pittsburgh, thanks for being an example for the rest of us.

Message for 2009

Some people are still unaware that reality contains unparalleled beauties.

The fantastic and unexpected, the ever-changing and renewing is nowhere so exemplified as in real life itself.

-Berenice Abbott

As your hope is renewed at the beginning of this year, may each day find you seeking-and finding- the fantastic and unexpected.

An Orange or a Grapefruit

There has been a lot of information lately on dealing with stress and difficult times. A real simple question related to our attitudes is, "Are you a orange or a grapefruit when you come under pressure?" Are you sweet when you are stressed or are you sour?

It is very easy to let our emotions run away with us. For most people, it takes a constant and/or consistent reminder to stay positive and happy. So, what will it be for you? What will remind you to stay positive? Try hanging a picture and/or quote somewhere that you see regularly that acts as a reminder. Place it on the bathroom mirror, on the wall in your office or on the dashboard of your car.

Consider another strategy related to leaving your stress and frustrations from your work in the office. Before you walk into your home, ceremonially place your worries and frustrations somewhere outside or in your garage before you enter. Hang them up. Bury them. Leave them in the car. Don't worry, they will be there in the morning when you leave for work. But, leave them behind and forget about them so that your family and friends don't have to deal with them as well. Put a smile on your face and then walk in the door.

So why is this important? Why should you be sweet and not sour? The world needs you to be inspiring. There is a need for more people that are lifting others up and figuring out ways to make things better. Those that are positive and focus on solutions and don't get consumed with all that is wrong (which can be paralyzing) seem to come out on top in the end. Even if you don't end up on top, you will be rewarded with strong relationships in your 3 rings. People want to be around people that are kind, positive and happy.

The old song, "Accentuate the Positive" holds sound advice that is very relevant today: "You've gotta accentuate the positive, eliminate the negative, latch on to the affirmative, don't mess with Mister In-between." Be the ringmaster. Be an orange!