Professional AND Fun

Last week, I wrote about how Jolson turned my frown upside down with a fun greeting in person. This edition is about how Richard won me over in an instant on the phone.

I called the YMCA in San Francisco, so that I could verify Jolson’s name.  It went like this:

Richard: “Good Morning, YMCA, this is Richard”

Me: “Hi Richard, I’ve got a strange question for you”

Richard: “Excellent, I love a challenge.  How can I help?”

In that moment, Richard demonstrated that he was an expert and that he was there to help me.  It made him ‘e-couragement-worthy’! 

Chances are, you have opportunities to do the same.  Consider these calls:

• “Good morning, there’s a problem with my bill...”
• “Hello, the competition is offering me a better price...”
• “Good afternoon, I don't understand why you people...”

 A good response to any of these is, “I’m glad you called, let’s take a look”

Share your story – you might be ‘e-couragement worthy’ too!”

Jolson saves the day...

This morning, I woke up cranky.  I’m on the west coast and my internal clock is messing with my sleep, but I know I still need to work out.  So I get up at 5:30 am, throw on my workout gear and head down to the front desk of the hotel to get directions to the gym. 

They don’t have one.

They do offer access to the YMCA next door, I just need to fill out a form with way too much information, pay $10 and walk over.  Did I mention it is 5:30 am?

I walk over, cranky, expecting the worst.

Jolson greets me.  He reads my card and says, “Good Morning Ann, you are right on time.  Your trainer is waiting on the 3^rd floor, you have basketball drills in 5 minutes, so start with some laps of the gym to warm up!” 

I look at Jolson and smile.  He’s pulling my leg.  

"Haha", I said, “you just about got me.”

He said, “Darn, it works sometimes…”

Off I went to the machines and had a good sweat and am back on track for a good day.

Here’s the view from my workout machine, glad I wasn’t so cranky I missed it.

 

Thanks for making my smile, Jolson. 

Next week: a story about Richard.  Go Team YMCA SF!

How to be happy...

A Harvard study showed some interesting research recently.  In their study, subjects were given $50 to spend.  Half of the group was told to spend it on themselves and the other half was instructed to spend it on someone else.

The group that was to spend it on themselves mostly bought typical need-related items like groceries and gas.  The group that gave it away found people in need and delivered gift cards and gifts. The Harvard folks then measured each group's happiness.  Can you guess the result?  What they discovered was that those who gave away the money felt happier.

So, what's the moral of the story? Sure, we’d all like free money, but doing something for someone else leads to longer lasting joy.  

What could you do for someone else today?

• let a stranger cut in line at the grocery store or on the highway
• invite a colleague to put their phones on DND while you take their calls and let them get caught up on paperwork
• be extra nice to a caller 

Let me know what you try...

Tackling Your Emotions

Have you ever found yourself getting caught up in the emotions of an upset customer?  If you get upset, like the caller, you won’t be very helpful and may even make the situation worse by saying something you’ll regret.
 
Here are some options to break the negative flow:

1.     Ask the caller to hold, so that you can manage your emotions. Sounds like this: “Mr. Smith, I’d like to review your account more fully.  May I put you on hold for a minute or two?”
2.     Transfer the call to a ‘call-buddy’.  A call-buddy is someone you pair up with at a work who has a different strength or communication style than you.   You agree in advance to transfer calls to each other when the need arises.  Sounds like this: “Mr. Smith, I’d like to transfer you to my colleague, Sue, so that she can help resolve this issue.”
3.     2-step the call.  This technique helps because it provides time not only for the caller to calm down, but also for you to calm down.  Sounds like this: “Mr. Smith, I understand why you are concerned. I would like to review the situation more fully, and then call you back with some options in 20 minutes.  Should I use this number to call you back, or is there a better number to use?”
 
Turning a customer from cranky to happy is very satisfying.  Let me know many callers you convert this week!

What Kind of Day Are You Having?

Might be a little early to tell, but it's Monday and, left unchecked, most of us dread the Monday morning routine. 

The good news is - you have a choice:

1. Let the day set your attitude.
or
2. You choose your attitude.

I prefer the second.

Decide what kind of day you would like to have and announce it (in the mirror, the car, walking in the door or even during your greeting).

Have some fun with it: a Marvelous Monday, a Terrific Tuesday, Wacky Wednesday, Thankful Thursday, Friendly Friday.  

  It's about choice...

The Power of the Pause

Which of the following are good reasons to pause before you respond?

1. To give you a chance to gather your thoughts

2. To give you time to choose a better mindset

3. To stop you from interrupting

4. To ensure you understand the underlying concern

5. ‘Cause you get paid by the hour, might as well take your time!

If you answered yes to all (except #5) you are correct!

Taking time to pause can help save time in the long run, as you will understand the customer’s needs better and diffuse angry callers.  There is real power in that pause!

Next time a customer (or colleague) is complaining or venting, take a deep breath and choose to respond, rather than react. 

Why does a flamingo stand on one leg?

A: Because if he lifted that leg off the ground he would fall down!

Today's tip is an action. It's called the flamingo and it is designed to help you stretch so you feel and sound better.  

• Stand up behind your chair
• Rest your left hand on the chair back for balance
• Lift your leg and press the sole of your foot into your inner thigh (take off your high heeled shoes first!)
• Hold for 15 seconds
• Relax and repeat with other leg

Confused?  Here's a picture to clarify.