Customer Service: No Problem or My Pleasure?

Years ago when my former college roommate and lifelong friend, Valerie, worked for the Ritz Carlton she taught me about their customer service response of "my pleasure."  While responding to a thank you with "no problem" is socially acceptable in casual conversation, would you rather have someone say its not a problem to help you or that it is a pleasure to help you?

Chick-Filet has adopted the "my pleasure" response in their customer service training and I've had the pleasure of visiting the 83rd Avenue and Bell Road location in Peoria, Arizona several times within the last month.  It seems that my daughter is craving their chicken nuggets drenched in Chick-Filet sauce.

In the spirit of "catching someone doing something right", on our most recent visit I sat at our table and watched the front counter for several minutes.  While it was just another night at Chick-Filet, their customer service was so outstanding they could have made a customer service training video with the interactions taking place.  It wasn't just one person serving customers at the counter who demonstrated excellence, it was all three. This is the type of scene that makes me want to meet the leaders of the organization and talk with employees about their experience of working within this environment.  How would they describe the secrets to their success?

If we all took care of each other and showed our family members, constituents and customers it is "our pleasure" to serve them, how might it help our families, communities and businesses thrive?






  

Thank you, Zig Zigler

Although Mr. Zigler passed away today at the age of 86, I will continue to appreciate how he encouraged each of us and elevated public conversation with positivity, humor and hope.  In honor of him, here are my Top 10 Zig Zigler quotes:

1) You can have everything in life you want, if you will just help other people get what they want.

2) If you go out looking for a friend, you're going to find they're very scarce.  If you go out to be a friend, you'll find them everywhere.

3) A  lot of people quit looking for work as soon as they get a job.

4) Every choice you make has an end result.

5) Many marriages would be better if the husband and the wife clearly understood that they are on the same team.

6) If you treat your wife like a thoroughbred, you'll never end up with a nag.

7) When you are tough on yourself, life is going to be infinitely easier on you.

8) Success is the maximum utilization of the ability that you have.

9) Every obnoxious act is a cry for help.

10) Building a better you is the first step to building a better America. 


With gratitude, thank you Zig Zigler ~

Do you love Ted yet?

If you are in the mood to learn from some of the world's most influential thought leaders, then you might fall in love with Ted, as I did.  When I teach college courses, some students resist peer reviewed journal articles as soon as I say "APA citation."  However, when I show a Ted video as an infrequent break from traditional academic sources, students seem to pay attention with enthusiasm.  

Ted is the name of the nonprofit organization dedicated to "ideas worth spreading."  Ted began in 1984 as a conference that brought together amazing people from the three sectors:  Technology, Entertainment, and Design.  The topics and activities of Ted have expanded since its beginnings and a wonderful opportunity exists for all of us ... free access to Ted videos through the organization's website.

Take a look at the Ted website to find what interests you most.  To get you started, here are a few of my favorite Ted classics:


Martin Seligman, State of Psychology (Positive Psychology) 23 min 42 sec

http://www.ted.com/talks/lang/en/martin_seligman_on_the_state_of_psychology.html

Temple Grandin, The World Needs All Kinds of Minds (Autism) 19 min 43 sec

http://www.ted.com/talks/lang/en/temple_grandin_the_world_needs_all_kinds_of_minds.html

Jill Bolte Taylor, A Stroke of Insight (Brain Function/Stroke) 18 min 42 sec

http://www.ted.com/talks/lang/en/jill_bolte_taylor_s_powerful_stroke_of_insight.html

Celebrating Flag Day

... a good day to fly your flag! 

Today is the 235th birthday of the American Flag.  In 1777 John Adams presented the first version of our shared symbol to the Continental Congress and the first Flag Act passed.  

The flag now consists of thirteen stripes (7 red, 6 white) representing the original 13 colonies and 50 stars for each state of the Union.  The colors of our flag also hold meaning:

1)  Red = hardiness and valor
2)  White = purity and innocence
3)  Blue = vigilance, perseverance, and justice

Happy Flag Day USA ~

Psychologically Healthy Workplace Awards

Do you work for, or know of, an Arizona organization that deserves to be recognized for its positive workplace practices? If so, below is a link to more information about the American Psychological Association's 2012 awards.

http://www.phwa.org/

A class act ...

While driving around the metro area, I've been listening to The Dale Carnegie Class Act System - a set of 6 CDs from Dale Carnegie Training. What I love about this series is being reminded of the little things that make a big difference in:

- how we present ourselves to others

- how we form positive relationships/friendships
- how others perceive us

Some reviews of The Dale Carnegie Class Act System stated that the information is "too basic" or simply re-marketing former Carnegie materials, but I disagree. I think that the stories and insights included in the program offer information we need to hear in different ways so that we continue to fine tune our behavior and make positive, incremental changes with regard to concepts that we intellectually accept but do not regularly implement in our everyday lives.

.

So, if you spend time in your car and/or you keep more than music on an mp3/Ipod, I recommend spending some time with these CDs/wav files. They are enjoyable and worthwhile.

Thank you, Dale Carnegie Training ~

to return to Studio22:

http://www.studio22azwa.com/

to contact Caron:

caron@studio22azwa.com

Share your talents, she dances ...

San Diego artist,

expressionist and entrepreneur ...

she shares her talent with all.

For those strolling along the boardwalk near Seaport Village in San Diego, this generous woman offers a mesmerizing dance to beautiful music. She has an open basket in case you choose to support her, but even if you don't - the other basket is open and offers you a scroll; the little piece of parchment reads ...

When I stand before God at the end of my life,

I would hope that I would not have a single bit of talent left,

and could say,

I used everything you gave me.

Erma Bombeck

Regardless of the job market, there is always somewhere to share our talents. And, when we do we are likely to discover a renewed sense of purpose and fulfillment. Even if we are not ready to move to San Diego with our own outdoor performances, there may be many more venues for our talent than we have considered so far.

How would you feel doing what you do best?

Imagine ... where could you share you and your talents next?

To contact Caron:

caron@studio22azwa.com

To return to Studio22:

http://www.studio22azwa.com/

To return to Fun Moms:

http://www.funmoms.biz/