Left side, right side

Have you been doing your hourly squats?  Yes?  Excellent.

You’ve now graduated to the Elbow Tap:

• Stand with arms at sides.
• Bend and touch your right elbow to left knee as you raise your leg.
• Then stand and touch your left elbow to your right knee.
• Repeat 5 times each side.

Sit back down.  How do you feel?

Turns out, cross-lateral movements (those in which arms and legs cross over from one side of the body to the other) “unstick” the brain and energize learning.

The left side of the brain controls the right side of the body, and the right side of the brain controls the left side. Both sides are forced to communicate when arms and legs cross over.

Cool huh?

Thanks Dr. Paula Berardinelli for the tip!

It's Monday...

and due to recent events in Orlando, it might be tough to focus on offering friendly and upbeat service today.

Rather than trying to make yourself happy so that you can make customers happy, do the opposite.

Choose to make someone else happy.  The world could use some extra empathy right now.

“If you want to lift yourself up, lift someone else
”

— Booker T Washington

Got Millennials on your team?  Looking for a way to work better together?  We can help.

Triple Nod

Do you deal with customers and clients in person?

If so, get to know the triple nod.

No nodding = bored or disinterested

Too much nodding = impatient or overly agreeable

The Goldilocks of nodding - just right - is three, slow and deliberate nods.  That signals your customer to keep going by showing that you are listening. 

And if it’s a tough customer who’s upset, add a tilt.  That adds empathy.

It's Memorial Day

Today, we honor Memorial Day in the US.

If you’re working today, thank you. 

If you’re free, thank them.

Please Hold

"Let me look into that for you.  Please hold and I'll be back in less than 3 minutes".
 
Did you like that?  I heard it recently when I called Delta Airlines, and I liked it.
 
It sure beats some of the alternatives: "hold on a sec" or "hold for a moment."  And it solves the issue of having to come back to the call every 30 seconds to explain that you are still investigating.
 
Why not track your average 'on hold' times, set a standard you can beat, and give it a try.
 
Let me know how it works.

Words matter too…

Your body language impacts your tone of voice and that has a huge impact on your conversations.  But your words also have an impact on how your customers feel. 

Turns out the words customers like the most are:

-       Delighted

-       Absolutely

-       Pleasure

-       Happy

-       Understand

-       Yes

Here’s a way to add some fun to your day and to make their day. 

Make a list of these words and see how often you can use them with your customers.  Sort of a happy-word-bingo game!

Tip:     The goal isn’t to use them in one sentence, but if you can, please send me that sentence I’d love to see it!

Question for you…

How much Dunkin’ Donuts coffee does Ann drink a year?

Your answer should be: “I don’t know”

-       Did you want to figure it out?

-       Did you want to guess?

-       Were you uncomfortable saying you didn’t know?

Most of us like to be smart, like to have answers and like to be an expert.  This is helpful when we are solving problems, but not when we are listening.

When you are listening, it’s better to be curious and open. 

At the beginning of your next call, be curious about the caller and their request. 

I like the simple chant: “I wonder who it is? I wonder what they need?”

Give it a whirl and let me know how it works for you.  I’m curious!