October 2011

NEXT? Try What You Haven't Tried / 211 / Customer-Centered Workplaces 

Greetings

Hello from a late October San Diego day. Due to my big-number birthday this time, I did my periodic pause to ask again:
"Do I like my Life? Really?"  Back came the answer, yes I do.
(Whew. Good. It's not always yes….)
 

For since last I wrote, I have been in the classroom again and I do love it so. I love learning about organizations that are doing good in the world. And this time I found an amazingly good one: 211. Do you know of it?

 

When you dial 211, you are connected to a live person (in this day and age…lovely really.) who is connected to 5000 various local resources – one of which must be the one you need! And they are not just in San Diego. Nearly nationwide. Check them out: www.211.org

 

With 211 leaders, I was facilitating my Building a Customer- Centered Organization. I am happy to report light bulbs went on, we laughed together, they reflected and stated on the evaluations they were grateful there was not one deadly PowerPoint to be viewed and that the time zoomed by and they learned lots.

 

But I digress. I was reflecting on whether I like my Life.
 
Yes.
And yet, if ever there was a time in Life to try things not tried, this would be it.

MY NEXT? Create my version of fun, non-deadly, memorable online-learning programs in several topics that will reinforce messages from my TuneUp workshops by Cath@HumanTuneUp.

 

Wish me luck and encouragement please and I send the very same back to you in whatever is YOUR NEXT?!?

 
No time like the present, 

 

 

Cath DeStefano

Author ▪ Artist ▪ Human Developer

Until next time, Stay Tuned!

 

Human TuneUp.com - the Website.
 

Too much of a stretch?
Okay fine, maybe not love love.

You don't have to love your cranky customers. (Although it would help.)

But do notice how they can make you want to be cranky back.
And there is the problem.
 

1. Don't get sucked in.
 

My Aunt Marjorie had an uncanny ability to tick-off the people who were waiting on her. I watched her do it to the shoe repair person, the waiter and others. I always felt sorry for the person. Some got snippy in return. I didn't blame them.

My Aunt Judy had this ability too, but the difference was she was outright nasty. She treated people like dumb servants. (In case you think this is a gene that runs throughout my family, these are the only two. Truly.)

Today I would say to those of you who have to deal with the likes of my Aunts Marjorie and Judy, don't get sucked in.
 

► It's as if they are sending out a hook for you to bite and then they get to yank
you around. Don't bite.

► Resist the urge to treat them like they are treating you. Hold your tongue. Curl your hands into fists in your pockets. Breathe. Be bigger than that.
 

2. Keep your eyes on the problem, not the crank.
 

It is not you against the customer. Or the customer against you.
It is you and the customer together against the problem.

 

This is a small, but highly significant shift.
This simple shift decreases hostility and increases partnership and cooperation.

Practice this until it is the first position you take with your cranky customers.

 

3. Don't be rude.

 

Rude is when you use a disgusted tone of voice.
Rude is being cold and distant.
Rude doesn't help anyone.

You are meant to increase customer loyalty.
Avoid rude.

 

Work with the Public? Contact Cath@HumanTuneUp.com for help with customer service and people-skills refreshment. Visit the Human TuneUp website for additional programs.

 

New Desk-Hoppers Remind & Delight 

  

  NEW: Vital Signs Desk-Hoppers
    

The Vital Signs Desk-Hoppers are stand alone tent cards
for the workplace to reinforce messages for living and working well.

 

    Best ideas for service – a glance away
    Stirs the mind to think – ponder – take action
    Fun, simple great reminders of what works
    Shows appreciation for good service

 

Instructions for Use: 

Place them randomly around your workplace or office. Move them around regularly. Give away or trade. Leave them where most needed. For the coworker who needs a hint, put it on their desk. Have fun and enjoy!  

(Desk-Hoppers are included with the TuneUp Tool Kit and reinforce messages from my service workshop, keynote and book "It's Not Nice To Choke Your Customer.")

 

WOMEN TUNEUP