Note to self...

So if I am going to do this...really do this, then it will take 100% of effort, time and dedication from me.  I know the ends and outs of this business...the fundamentals.....what it takes to win.  What is required of me is BELIEF, DEDICATION and CONSISTENCY.  I must believe within my heart that my vehicle to success, my outlet, lies within this business.  It is in my mind, is it in my heart?  If I had the habits and skill already to be winning in my own business I would be already.  I'm not, so I have to find the power internally to do what needs to be done and become the person I am meant to be so my family and I can live the life we are meant to live.

In 6 months life can be completely different if I want it to be.

#findyourmojo

Do you have "Raving Fans"?

The art of customer service is becoming as extinct as the dinosaurs.  To think a business would care about the manner in which their employees interact with their customers is ludicrous-right?  It's not like people have a choice.  It's not like business owners want repeat business.  Who cares if the customer left satisfied.  If this sounds crazy to you, guess what-you're right!!  However with the steady decline of trained professionals or a work force who actually cares and values customer service, this is becoming the norm.  

Ken Blanchard dives into the power of customer service in his book Raving Fans.  It is the journey of an area manager guided by his fairy godmother as he bares witness to quality service.  This "quality service" is focused on one principal.....creating raving fans!  Good customer service is just not enough.  Satisfied customers aren't good enough.  You want customers who aren't customers....they are Raving Fans! 

The book examines 3 principles. 

1. Decide what you want

2. Discover what the customer wants

3. Deliver...plus one

Each principle is demonstrated by 3 different businesses.  Each business utilizes the principles to create raving fans.  

I am in the customer service industry.  We have a vision and mission for our company.  We know what we want and who we want to be.  In alignment with the first principle.....Decide what you want.....we live everyday by our vision and mission.  The choices we make and the environment we create is driven by our vision and mission.  The message must be clear from the top to the bottom.  Every team member has immediate influence on your customer and how they respond to the vision of your company.  They respond based on how you deliver.  

Our customers (in my case patients) have helped us discover what they want.  We learn their needs and desires at the first phone call, during their visit and our goal is to train our team how to pick up on and recognize what the patient is telling us.  As stated in the second principle......Discover what the customer wants......the goal is to determine the customers needs and identify how this feeds into our vision and mission.  The purpose is to create alignment between what we want and what the customer wants.  By doing this we are building our business with consumers who value who we are and what we provide. 

The final principle.....Deliver plus one......is so simple but so difficult is seems to achieve.  Quite often businesses will work so hard to "wow" the customer that they are unable to achieve the goal.  One can over promise and under deliver.  Implementing and following systems fosters consistency.  When you are consistent in your behavior and actions you can begin to build and then deliver....deliver, plus one.  My former CEO told me to give the customer what they want plus a little more every time.  For me, that sums up deliver plus one.  It is always about going the extra mile......consistently.  

Imagine the world of customer service if every industry focused on creating raving fans.  The benefits for the business and the consumer would be immeasurable!!  It starts with vision, followed by customer needs, topped with a little more.  Raving Fans would foster a society of happy, fulfilled people.  Imagine that??!!  You may not be able to change the world but you can change your company, your department, your team...one raving fan at a time.  

3 Ways To Demotivate Your Team

Greetings Friends!!!  I pray the day is treating you well.

Working with people is both rewarding and challenging at the same time.  When there is a job to do sometimes we wish our team would just "get it done!".  As leaders we always have to be aware of what our team is thinking and how they may be feeling.  It is our job to keep them focused, on point and motivated all at the same time.  When we are under pressure and have goals to meet, sometimes we forget that a big part of our leadership is keeping everyone engaged.  Stay in tune with your team and don't fall into the traps listed below. 

 

1. Don't Say Thank You

Everyone wants to be appreciated.  A simple Thank You goes a long way.  Sometimes you have to say thank you for what you may feel is a given expectation......like doing their job!!  Praise the behavior you want and appreciate the efforts of others. 

 

2. Why Lead By Example?

You can't expect others to do what you aren't willing to do.  People will do their jobs but if they think their leader isn't willing to roll up their sleeves too, sooner or later those people will leave you.  Simple things like picking up trash off the floor to working on the front lines, team members need to know you practice what you preach.  Be the example and lead the change. 

 

3. Manage Based on Title....Don't Lead or Inspire 

Leaders don't manage people, they manage systems.  Leaders inspire people.  When you manage people because you have the title to do so will not create commitment.  You create a team of individuals who follow you because your title deems so.  Those people will jump ship as soon as someone or something new and shiny comes along.  When you "inspire" others because of your leadership you create commitment.  People will do what you ask when you ask because of you make them feel.  The follow you into the war-zone because you help them be better. 

 

As the leader of your team, your department, your region or your company, it is your responsibility to motivate and keep your team motivated.  Their success depends on you and your success depends on them. 

 

Evolution

Get your mojo!!!


Greetings Friends!! I pray the day is treating you well.  If there is one thing I can count on year after year, it is evolution.  To "evolve" means to develop gradually, especially from a simple to a more complex form.


So are you evolving?  Life's experiences shape us, change us, mold us.  It allows us to become the people we always wanted to be.  Regardless of where you are or where you have been, the process of change is about evolving. 


There is a good thing happening in my life.  As I age, I evolve.  Evolution in my thinking, my purpose, my style, my priorities.  Evolution isn't change....change is evolution.  It should be about growing, becoming better, stronger and smarter.  The things that once fancied you eventually won't.  That doesn't mean you are better than.  You're not too good for something.  It simply means you have evolved.  You are embracing the lessons of life and realize that a part of your life, your existence has morphed into something else. 


The choice is to embrace the evolution or fight the evolution.  If science has proven one thing, it has proven that life will evolve.  You either come along for the ride or you are left in yesteryear and life goes on without you. 


Embrace your evolution!!
#findyourmojo

It's all about the details!

Greetings friends!!  I pray the day is treating you well.  As we move forward and go about our daily life, one thing is important to remember……it’s all about the details.  Life is full of big plays, day to day activity and choices we make that determine our next step and our outcome.  As important as the big plays are, the details are just as if not more important that everything else.  It’s the details that separate us from status quo.  It is the details that make the difference in doing something good and doing something great. 

What are the details in your life?  Are you paying attention to those details or simply skimming the surface?  The details are what always set you apart from everyone else.  The details in life apply to so many things….the details about your personal life….your family life…..your work life.  What are the details for your personal life?  Are you working every day to grow or are you spending every day dying?  Are you working to improve the details that make up your personal happiness?  Do you make quality time for yourself?  What are the details for your family?  Little things you do daily….making an effort….to let them know you care.  This can be a simple note in a lunch box or briefcase.  Providing your undivided attention when your family seeks it and even when they don’t.  At work….are you simply clocking in for 8 hours or actually working to improve the environment you are in?  If you manage other people, do you spend time with them and “invest” in their growth and their future?  Are you a leader of followers or a leader of leaders?  Expecting greatness from others requires greatness from you. 

I sincerely hope the first half of this year was full of great success for each of you.  I hope you were able to fulfill personal and professional goals and dreams.  The second half of 2014 can be even better…..but remember, it is about the details.  I challenge each of you to spend the 6 months focused on your details.  The details in every part of everything you do.  When you focus on improving the details the big picture will always present itself.  Determine one of area of your life you want to improve and start there.

Make the most of everyday you live.  Tomorrow isn’t promised to anyone and all of us have experienced loss.  At the beginning of 2014, everyone is focused on resolutions and things we are going to do differently but remember; you don’t need a new year to improve you.  Change your life one detail at a time. 

Find your Mojo!!

Susan