I’m not worried.
I’m not worried.
Picked up a dusty book while I waited in a the cool corporate lobby of Four Foods Group and found this treasure waiting to be discovered on what appeared to be a very rarely viewed page.
What about those times when it seems the dawn will not come soon enough? Or where the darkness seems to much to bare?
In those cases the light of hope most often comes from another source.
This can be the light of leadership, or friendship and the dawn of compassion. The light may be a listening ear, a withholding of judgment, an offer of counsel….or simple words of encouragement. The light might whisper a quiet assurance that somehow, beyond all evidence to the contrary, “Everything is going to be alright.”
I once received counsel that, if I were to treat everyone I met as if they were going through a most significant challenge in their lives, at least half the time I would be right.
“See the Light” and “Be the Light”. ~ Don Spradling, 19th Special Forces Group Commander
My special forces commander Don Spradling often spoke of 2 important lights in the world. The one that we should see and the one that we should be. One that we see and we seek to follow. It is the one that gives us hope, it lights our path, and is the source of our learning. It can serve as both the strength and source of our vision.
The 2nd important light is the one that we as leaders must seek to be for others. There are those trapped in deep and shadowy valleys who cannot, from their current position, see or even imagine the coming dawn. They are discouraged, disheartened and often in a state of despair. For them we must be the light that enables and inspires them to come to higher ground. Where they can find their own way and eventually become a light….that guides others. He said that being this kind of leaders is not always the easiest thing to do…but that is always the RIGHT thing to do.
See the Light
Be the Light
WHAT IT IS?
How important is momentum?
What creates it?
What enhances and sustains it?
And what slows it down?
the quantity of motion of a moving body, measured as a product of its mass and velocity.
2. he impetus gained by a moving object.
“the vehicle gained momentum as the road dipped
To be without momentum is to be without movement. So to create it we must move something and to move something we must first move ourselves. We are constantly creating momentum in our lives by every choice we make and every action we take we are moving ourselves faster towards or away from the things we most desire.
Wait… away from the things I most desire? Who would purposely create momentum away from what they desire? I kno it sounds weird but we do it all the time. I did it last night when I had two great big spoonfuls of Nutella. My desire is to lose 5lbs and reduce my sugar intake. And after a day of eating right and juicing and doing quite well… I slowed my momentum with a late night spoonful, or two. :)
There are many ways to slow, stall and even reverse momentum. Here are few common momentum busters.
If there are ways to slow it, stop it..then it follows that there must be ways to begin it, enhance and sustain it.
When I think about creating it… I think momentum begins in my mind… with a vision or idea of what I want to accomplish or do. But if that idea never leaves my mind and translates into action then momentum is never born. It starts when we start…it begins when we begin. It requires a push. And while sometimes that push may feel like it’s impossible, it will certainly yield more benefits and realize more potential than not pushing ever would. So at least one thing momentum needs is a push.
Once we let go of our fear and give our idea a little push into the world of action it can start banging around with other ideas and the transfer of momentum and energy can begin to move things, and people and the world.
Wise people harness the power of natural laws that govern the earth and proven principles that can aid their pushes. Harnessing the power of gravity, wind or water might be examples of natural law. Harnessing the power of seeking a win/win, kindness, service, or creating clear and compelling shared vision might be examples of harnessing the power of principles to help create momentum.
Dr. Stephen Covey taught that “First we form habits then our habits form us.” Said another way… “Our daily choices create momentum and our momentum creates us. (or it could also destroy us. Too much Nutella
As we start rowing into the weekend I have a question I invite you to answer in the comments section of the T4D blog.
What advice would you give to someone to on how they could create and sustain positive momentum in the workplace or in their life?
Get started… Begin Pushing NOW…
Be Patient with yourself and others the most important momentum can often take the most effort to get going.
Recognize and celebrate all recognizable progress…
Involve others… ask for their support and support them back.
This quote has been one of my favorites through the years.
I re-discovered it this morning as I was preparing todays T4D /Thought 4 the Day.
“Thought is the real caustic force in life, and there is no other. You cannot have one kind of mind and another kind of environment. You cannot change your environment while leaving your mind unchanged. This is the real key to life, if you change your mind, your conditions must change too - your body must change, your activities must change; your home must change, the color- tone of your whole life must change.”
“This may be called the Great Cosmic Law. The practical difficulty in applying it arises from the fact that our thoughts are so close to us that it is difficult, without a little practice, to stand back and look at them objectively. Yet that is just what you must learn to do. You must train yourself to choose the subject of your thinking at any given time, and also to choose the emotional tone.”~ Emmet Fox
My wife says the above just a bit differently. She replaces the “if” with “WHEN”. I think it powers it up a bit. What do you think?
“When we change the way we look at things, the things we look at change.” ~ Rebecca Weisler
Here’s to “Becoming the Change”
If successful people have one common trait, it’s an utter lack of cynicism. The world owes them nothing. They go out and find what they need without asking for permission; they’re driven, talented, and work through negatives by focusing on the positives. – Mike Zimmerman
Cynicism is certainly something we can learn from others. It is also something that people can learn from us.
If we have learned it and it is stopping us from being the force for good we wish to be then perhaps we need to follow the advice of Yoda and “Unlearn what we have learned.”
When I reflect on the people I have met who I have never heard utter a single cynical statement. I recall that they were some of the most pleasant and wonderful people. They were the kind of people that I admired and that I wanted to spend more time with.
Cynicism. May we all aspire to utterly lack it.
Many of the things you can count, don’t count. Many of the things you can’t count, really count. ~ Albert Einstein
At least one thing that counts is you and I and the spirit of our contribution to the world.
It’s the “why” or the intent behind everything that we do. We must not let the weakness of our nature overcome possibilities of our potential.
We must keep ourselves in a state of growth and of “becoming”. Let serving and lifting others be a significant part of the genuine intent that is behind all the things that we do. Then those things that we do, may count for much much more. ~ Kirk Weisler
The remarkable thing we have is a choice every day regarding the attitude we will embrace for that day. We cannot change our past… We cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude. — Charles Swindoll
So let’s play our one string and play it well…..
Heck, let’s play it loud, play it clear and play a happy catchy tune.
Today - Today I am going to be extra happy, so happy in fact that people will suspect that I am either on something or up to something!! I invite you to do the same.
We have all heard and probably used common phrases such as,..,.
Have a nice day.
Enjoy your day today.
“Make my day.”
I often use the phrase “Make it a great day, it’s your choice.” My intent is to both remind and inspire people to take ownership for their day…and don’t wait to have one….instead create the one they want.
Well what is a day? (Besides 24 hours or 1440 minutes which only tells us how long a day is.)
Can I suggest a day is simply a part or portion of a person’s life. And that it is the most important portion…because it is the part they are living right now. It’s the part of life over which we have the most influence. It’s the only part where change can truly take place. Saying we will begin “Changing tomorrow” is only intentional… and changing yesterday well that is old news.
How about these phrases…
A day in the life…..
Today is the first day of the rest of your life.
What if we modified our previous examples and replaced the word“day” with “life”? Would they be more or less accurate?
Have a nice “life”.
Enjoy your “life” today.
“Make my life.”
What does any of this have to do with Customer Service and the Celebration of CS Week?
Well just everything!
What if we could really get our teams, and our own, heads and hearts to no longer see customer service as merely something on a score card, or a service level agreement we are trying to meet? What if we could move far beyond the idea that it is about satisfaction, WOW, and delight?
What if we could really come to the understanding that it isn’t about “Making someone’s day….better”? It instead is about “Making someone’s life better.”
Customer Service is really about life service.
You are not serving a dead customer…but a living breathing human being. Your connection with them is happening in real time (mostly) and the spirit of your service can and will affect the spirit of their day/their life.
Like many of you I have spent the week participating in CS Week celebrations. A week of both celebrating those whose professional lives are dedicated to and focused on delivering solutions, delighting customers, making people’s days and blessing people’s lives.
This is my 2nd year celebrating with the support professionals at the HQ of What-A-Burger in San Antonio Texas. Help Desk Manager Sylvia Long shared the following with me and with her team this week.
“Receiving great customer service triggers the same cerebral reactions as feeling loved.” American Express Service Study 2013
The same cerebral reactions as feeling loved?! WOW!
Truly then our vision of what we do as CS professionals needs to take on a larger context and we need to increase the scope of our vision. Through our efforts and service we can let our customers/fellow travelers know and feel that they are loved.
Service is Love – And I read another study that says Chocolate can also trigger similar cerebral reactions. So if you can’t give them service, give them chocolate. Heck, if you can give them both!
Here are some fun pictures of what I experienced in the What-A-Burger contact center yesterday.
Forgive the flip on these… I keep rotating them..but wordpress is not working with me this morning.
What-a-Burger, What a Week, What a TEAM - WHAT A LIFE!!
Happy Hump Day on this week of celebrating Customer Service Nation wide.
This week finds me in wonderful San Antonio Texas spending a few very fun days with IT Service professionals from CPS Energy and What-A-Burger. Both have organized a week full of creative and fun activities designed to both celebrate their people’s expertise and accomplishments as well reinforce their celebration of their customers and the incredible support experience they strive to provide for them.
What something fun you are doing this week in celebration of CS Week?
There are many wonderful and fun videos and classic recorded phone calls found online that are often played during these weeks to bring both laughter and discourse to these team events.
Today I share a classic clip from Jerry that has always brought me a smile.
Do you have a favorite Customer Service clip ?
“Holding onto the reservation…”
In Your view….”What’s the most important part….. of Customer Service?”
My answer is - ”Holding onto the customer.”
I was Re-Reading “THE BIG MOO” today on a flight to San Antonio TX, and was impressed to share this story from it’s pages. It is the story of a Rock and Roll Classic that was trashed, until somebody dug it out and played with it.
Shaun Considine rescued the greatest song in the history of rock and roll—from the trash.
In 1965, the VP of sales and marketing at Columbia Records took a look at Bob Dylan’s new song, “Like a Rolling Stone.” He didn’t listen to it—he just looked at it and decided it was way too long to be released as a single. It would never get radio airplay and wouldn’t sell, he said. Dylan refused to compromise the length. So, astonishingly, the master (one second short of six minutes in length) was thrown into the trash.
Shaun was working at Columbia at the time, as the coordinator of new releases. Shaun found the record — a studio-cut acetate — wrapped it up, took it home, and listened to it over the weekend.
As it happened, Shaun was part owner of a hot New York City club at the time, called Arthur, on East Fifty-fourth Street. This club was so hot that Dylan himself had been turned away (he showed up in “wine-stained, beer-splattered Army-Navy store couture”).
Shaun slipped his copy of the song to the DJ, and the place went nuts, including two influential people who happened to be in the audience—a DJ from WABC and a programmer from WMCA, two of the most important stations in New York.
The two radio guys rang up Columbia and demanded copies of the song. Columbia complied — they even shipped it in red plastic to flag it as a hot record. Despite the conservative fears of the marketing department, the record was a hit.
If it weren’t for Shaun, Rolling Stone magazine would never even have heard the song, and certainly wouldn’t have chosen it as the number-one rock-and-roll song of all time.
Maybe you don’t own a rock club. Maybe you don’t know Bob Dylan. But you’ve still got as much power as Shaun Considine.
What’s in the trash that needs to see the light of day, needs to be run by a customer, or tried out on a playground?
I love this story from Big Moo’s pages and would only add this question to it. What if the next big idea for your team, your brand or you isn’t necessarily ahead of you or inside of you? What if it already came out of you and your team… and was rejected by people who lacked vision? What if the idea you and your team needs for a better tomorrow is in the trash and just needs someone with enough courage to dig it out, clean it off and play with it, and give it a spin?
Even though it was before my time - I heard the song growing up. But until I read this I didn’t know the “Story behind this Trash song” If you want to give it a listen. Click Here