Date: July 15th 2008
KEYS FOR
SUCCESS
A Free Monthly Newsletter,
highlighting strategies from our popular programs,
to Expand Your Personal and
Professional Growth and Happiness by
KINZA
Presentations & Consulting
Group
www.kinza.net* (800) 575-6817 * (262) 567-6317 / Kinza@kinza.
Humans are a lot like rough
gems. It often takes a grindstone and
some polishing for their
brilliance to fully sparkle.
D.
K. Christenso
July,
2008
CONTENTS
· Brett’s Lesson to All of Us
· The Barrier of a “But”
· Customer Service - The Journey
· Adding Workplace Fun
· FYI Corner
· Leadership 101
BRETT’S LESSON TO ALL OF
US
As news unraveled
about Brett Favre’s decision to come out of retirement, one could see the
shaking of heads as they pondered Brett’s inability to make a decision and stick
with it. Others are thrilled and/or distraught at the options. The pedestal on
which we have placed Packer player Brett was due to his football playing skills
but it was also enhanced by his down-to-earth manner, likeability and integrity.
You just trusted him. So, how did you feel when you heard his most recent news?
Everyone has the
right to change their mind — celebrities included. The lesson here
is to take a look at the jolt that not keeping your word can cause in the
minds of others.
When someone repeatedly does not keep their word, it invokes an emotional reaction in others. It may be disappointment, hurt, betrayal, or it might be joy and happiness. In either instance, it creates a change from the original expectations that had been set. It is having to deal with that change repeatedly that evokes emotions. Our psyches just are happier when things are in order, dependable, and consistent. When a change occurs, emotions can fire up-- depending on the size of the impact. Once this happens, there’s a ripple effect of subconscious judgments that we make in our minds and we re-evaluate our perception of the person..
A few tips for
non-celebrities to help us in “keeping our
word”
·
Think before your speak—ponder
all the pros and cons.
·
Get input from others; weigh all
the facts.
·
Sleep on
it.
·
Leave yourself an ‘out’ when
appropriate.
·
Once spoken, be committed to
your word.
For that rare
instance, when you need to change “your word”
·
Don’t take it
lightly.
·
Be considerate in what a change
will mean to others.
·
Have facts that justify your
change.
·
Line up like-thinkers who will
support you.
·
Use humor when appropriate to
ease the transition.
·
Be humble – we’re only human.
Things change.
Be careful of the words you speak, to keep them soft &
sweet,
you never know from time to time which ones you’ll have to
eat.
Anonymous
The next time you are on the verge of saying a “but” try this: Instead of “I agree with you but..” say “I agree with you and…”
This simple step will increase your power and make it easier for you to persuade others by aligning yourself with them while still sharing an insight, rather than creating a barrier.
Small
words can make a big difference.
CUSTOMER SERVICE—THE JOURNEY
Customer
Service—it can be the golden nugget to trigger customer loyalty or it can be a
nightmare that drives a customers away. Good or bad, one thing is for sure, it
is often memorable.
The other
day I was in a store buying flowers. I asked the young girl for some specific
flowers that I did not see setting out. She smiled and kindly offered to run to
the back and get what I needed. When she brought them up to me, the owner came
by and blew up at her snarling that these were not what I wanted. In a mean,
upset tone, he said “If you (meaning the employee) had put the tags on the tray,
you would have known that these weren’t right” and he stomped off to get the
right ones. In a confronting, coarse manner, he managed to bring his employee to
tears. Once out of ear shot, she was quick to say that she wasn’t going to be
working there anymore. The owner wasn’t understanding and always belittled her
in front of customers, embarrassing her and making her feel
awful.
I felt
myself being caught in the middle. I appreciated the owner’s dedication to
giving me what I wanted but I did not appreciate the manner in which it was
done. It goes to demonstrate that customer service is more than just the
customer’s end result. It’s the entire journey. A great question, for your next
Customer Service effort, is “How can you make the journey a pleasant
experience?”
Definition
of good service:
Making the
customer feeling better when they leave than when they
arrived.
ADDING WORKPLACE FUN
–
- Have a
tailgating party in the parking lot over the lunch hour.
- Celebrate
“something” – provide balloons around the office
(Add to the excitement by having some free
coupons in some of the balloons.)
THE "FYI"
CORNER
|
*****************FEATURE OF THE
MONTH
***************** Is your organization
looking for a great program? HURRAY,
IT’S MONDAY! Need
to ‘Revitalize’ your audience?
This is the program for you. Provide
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take
their heart and soul to work and put the zip in their
day! Fun
– Educational – Interactive Pass
this on to a meeting / event planner, they’ll be happy you
did! |
RIDDLE: When is Burnt Toast not bread? When is jam not jam? Answer: When it’s a book! Our new book “Burnt Toast & Jam” is an easy read and an uplifting guide for living life with a positive attitude and a dash of humor. Quantities available August 1st. Treat yourself – and don't forget others on your gift list. Order today for your signed copy at: kinza@kinza.net
REDUCE
CONFLICT: Life is too short to be unhappy
in a relationship. Whether it is at work or in your personal life, learn
the reasons you respond the way you do and why the heck that other person is so
hard for you to connect with. Order your DiSC Profile today and start
creating your own better tomorrows. For workplace presentations, call our
office for date availability at (800) 575-6817.
RETRIEVE YOUR LETTER. Ever mail something and you want it back? If you act fast and beat it to your local post office, you can fill out a “Sender’s Application for Recall of Mail.” The service is free.
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credit given to: D. Kinza Christenson, Kinza Presentations & Consulting
Group, Keynotes & Training, (800) 575-6817.
TOASTS: LEADERSHIP 101 –
· To the great sport of golf, long may it reign,
Even though sometimes it can be a big pain!
·
Here’s to
golfing – and remember in the words of Dan Marino,
“Always swing hard in case you hit it.”
TODAY’S
CHUCKLE What is a
Mosquito? An insect that makes you like flies better.
.
KINZA – The Performance Pro &
Motivational Humorist
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Training * DISC Assessments
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(262) 567-6317 *
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-- The Glory of Making a Difference
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