Happy Canada Day!

...tomorrow.

There will be fireworks, food and fun.

Here's to all things Canadian.

Set the tone, with your tone...

My travel schedule slowed down a little, so I decided to make a teeth cleaning appointment.

That call inspired this ecouragement and went like this...

I made the request online, originally asking for next Monday to coincide with my daughter's appointment.

Dentist calls back:  "Hi Ann, we recieved your request and wanted to call to set a good time."

Ann: "Great!  My first choice is Monday June 23rd at 9am, hopefully around the same time as my daughter."

Dentist: "We've got a 9am on July 2nd.  It's our first opening.  Should I book that for you?"

(The tone was confident and unapologetic.)

Ann:  "Okay, I'll take it.  Thank you."  Bam! Done!

Am I bummed that I didn't make it happen when I wanted it?  Sorta

Am I thinking maybe I should have called earlier?  Sorta

The point is - present your options with confidence.  Lead your customers with your confident tone.

People before paper...

Take a quick look at your desk.  What do you see?

Lots of paperwork?   I thought so.    

Chances are your job involves paperwork and phone-work and that sometimes the ringing phone feels like an interruption.   That feeling can lead to a greeting that sounds rushed or  unhelpful, which leads to a tough call.

This week, aim to catch yourself thinking, “arghhh – the phone is ringing” and say instead it  “Yay, the phone is ringing or I’ve got this!”  Then your greeting will sound professional and friendly and you’re off to a great start!

Yay me!

I got this email ...

It made me proud and inspired to keep on going.

What do you track to inspire your ongoing efforts?

Yes and...

A while ago I read Tina Fey’s book, ‘Bossypants’.   She cracks me up!

Tina wrote about lessons she learned doing improvisation and comedy and I think the techniques would serve all of us in customer service world, well.

Rule #1:  Listen carefully to what your acting partner is saying.

Rule #2:  Say yes and to everything.

Rule #3: Make them look good.  I.e. offer up something they can work with.

Here’s how it might sound on stage at the improv.

Actor 1:  I’m taking a bus and driving to the moon.

Actor 2:  Yes and I’ll come with you.  We should stop and get some crackers and wine with us, you know to go with the cheese!

Here’s how it might sound over the phone.

Customer:  I need X today.

You:  Yes and I can help. Let me ask you some questions and see what we can do.

It’s Memorial Day!

If you are working today, thank you.

If you are free, thank them.