A Recipe for Happiness

A couple of weeks ago, Kelsey and I were in Orlando, staying in a hotel, working with a group of terrific Adjunct Professors from WoltersKluwer  #awesome.   We experienced some outstanding service that needs to be commented on.

Louree Jefferson at Hilton Hotels took care of our breakfast, lunch, dinner and moods!  She greeted us with a 1000 watt smile and a song, and set the tone for an upbeat day.  When we left, she gave each of us this kit of joy.

Louree made our day.  What can you do today to make someone else's day brighter?

Super Better - Part II

Last week, I shared two tips from Jane McGonigal on how to beat stress, stay focused on what's in your control, and live longer.  Here are her other two tips.   

Tip #3: Look at pictures of baby animals.

In case you can't access google from your office, here's a picture to make you smile.  

It did - didn't it?  And that's the point.

Tip#4:  Shake hands with someone for 6 seconds.  This positive, personal interaction is said to increase oxytocin in the brain and make you feel better. 

Give them a try and let me know how they work for you - or send me your favorite baby animal pic!

Put Your Positive Pants On

That was the quote posted at my gym this morning.  Love it!

There are so many things out of your control:

• the caller's issue
• the weather
• the volume of calls
• how the caller speaks to you

What is in your control is how you think about it.

Whether you are handling tough calls about rate increases or reassuring customers that you can provide products or services to their home, despite the weather – you probably need some help building your resilience in order to keep yourself calm. 

Try this:

Stand up and walk three steps from your desk then back again.

Can’t do that?

Then extend your arms up in the air, strike a victory pose. 

Repeat every hour.

Either one of those movements will build your physical resilience which can help you stay in control of you.

Still stressed?

Try this:

Snap your fingers 50 times.  Yes, exactly 50 times.  Count ‘em.  Go.

Can’t snap?

Then count down from 100.

These build mental resilience.   Completing just one of these tasks doesn’t take long, but it can put you back in control.

For more information on these tips watch Super Better by Jane McGonigal on Ted Talks.

Did you win, lose or just watch the commercials?

Did your team win yesterday?  If so, carry on. Have a great day, enjoy your victory and let that smile shine through as you talk to customers today.

If your team didn't win.  Don't take your feelings of defeat out on customers today.   Here's some help from Amy Cuddy, social psychologist, author, lecturer and Harvard Professor.

...instead, use your posture and body language throughout the day to remind yourself that you are strong. Begin from the heart and pull your shoulders back and open your chest, then start relaxing your arms, uncrossing your legs, putting your feet on the ground.

Set up your workspace so that you're reaching for items you need throughout the day. This will help you avoid hunching over and closing yourself off while you work.

BTW - did you know Cam Newton hired a body language coach to help him and to manage the impact of his body language on his team?

Take Charge and Set The Tone

Participants in our training classes tell us stories of how they are treated over the phone and I agree no-one deserves to be interrupted, yelled at or disrespected.  

My recommendation is to take the high road.  

When you pick up the phone, build credibility and set the tone with helpful words and an upbeat voice.

How do you want to sound?  Maybe calm and competent, or professional and pumped?  You can do it! 

Write down the words you'd like others to use when they describe you, post those words by the phone, sit up tall, read those words and say your greeting.  Own it!

Don't let the day or the caller bring you down.  Choose to set the tone with your tone.

“It is not fair to ask of others what you are not willing to do yourself.”

— Eleanor Roosevelt, former First Lady of the United States

Guest or Interruption?

When the phone rings, what is your first response?

1. Darn, I'm in the middle of something!
2. Arrggh, what now?
3. Hmm, I wonder what they need and how I can help?

I hope you chose number 3, 'cause what you say to yourself sets the tone for the interaction.

This week, each time the phone rings:

• Stop what you are doing (people over tasks)
• Choose to think something positive
• Then greet that caller as a guest.

At the end of the day, take a moment to reflect on your calls and notice how much better your interactions unfolded.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

— Jeff Bezos, CEO of Amazon

Happy MLK Day

Dr. Martin Luther King Jr. dedicated his life to improving the world in which he lived—and challenged the rest of us to do the same.

What can you do today to make your customer’s world better? Focus on empathy.

Empathy means understanding your customer’s point of view, regardless of whether or not you agree.

When they say, “Your technician is late”       “I apologize for the inconvenience”

When they say, “Your bills are hard to understand”      “I see your point”

When they say, “You said it was fixed, but it’s not working again”      “I’m sorry that happened”

Resist the urge to explain or defend - just offer your understanding.

PS - our congratulations go to Lance at Swezey Fuel and the team at CMC Energy who were the winners in our first Pay it ForWARD Challenge on Facebook!  They demonstrated how to share goodwill and make a difference for someone else.