Don’t Assume – Clarity Saves Time!

How much time is wasted by assuming that others have the same understanding we do?  I recently had a conversation with a young college student who wanted to change cell phone plans, but she first had to switch her friend Cindy (who was on her plan) to another  service.  Their joint plan went from the 14th of one month to the 13th of the next.

When she told me she’d inform Cindy that the current plan would continue until “the end of the month”, I asked if Cindy knew that “the end of the month” really meant the 13th; she replied, “I assume she does… it’s always been that way!”

Hmmm… what problems and potential time wasters are hidden in this scenario?

  1. The student pays the bills and is constantly reminded of the plan dates, but Cindy isn’t.
  2. She may have told Cindy those dates (two years ago) but without reminders, Cindy may have forgotten by now;
  3. Cindy could have easily misunderstood and thought that because a change was occurring, she really had until the end of the month (as the student said) to take action;
  4. If she switched before Cindy was ready, Cindy might overrun her minutes, have to pay extra fees, or be left without service… all of which would take time and resources to correct.

Watch for these simple, innocent-looking miscommunications!  Thinking ahead, analyzing our words, and keeping in mind that assumptions are just that: assumptions, not facts – as well as being very clear in all our communications will not only save other people time and energy, but save ourselves time and energy by avoiding the necessity to repeat, clarify or correct situations that occur when things happen according to what we did say, rather than what we meant to say.

Posted in Communication, Customer Service, Rule #2: A WOWplace is Respectful | Tagged , , , , , | Leave a comment

Making Wishes Come True

Wish child

MAke-A-Wish Child

Read below the story of the very first “Make-A-Wish” child (in 1981).  Very heartwarming – and talk about creating a WOW!

In Phoenix, AZ, a 26-year-old mother stared down at her 6 year-old son, who was dying of leukemia. Although her heart was filled with sadness, she also had a strong feeling of determination. Like any parent, she wanted her son to grow up and fulfill all his dreams. Now, that was no longer possible. The leukemia would see to that. But she still wanted her son’s dream to come true. She took her son’s hand and asked, “Billy, did you ever think about what you wanted to be once you grew up? Did you ever dream and wish what you would do with your life?”

“Mommy, I always wanted to be a fireman when I grew up,” he replied. Mom smiled back and said, “Let’s see if we can make your wish come true.”

Later that day she went to her local fire Department in Phoenix, AZ , where she met Fireman Bob, who had a heart as big as Phoenix! She explained her son’s final wish and asked if it might be possible to give her 6-year-old son a ride around the block on a fire engine. Fireman Bob said, “Look, we can do better than that. If you’ll have your son ready at seven o’clock Wednesday morning, we’ll make him an honorary Fireman for the whole day. He can come down to the fire station, eat with us, go out on all the fire calls, the whole nine yards! And if you’ll give us his sizes, we’ll get a real fire uniform for him, with a real
fire hat – not a toy — one-with the emblem of the Phoenix Fire Department on it, a yellow slicker like we wear and rubber boots. They’re all manufactured right here in Phoenix, so we can get them fast.”

Fireman Billy!

Three days later, Fireman Bob picked up Billy, dressed him in his uniform and escorted him from his hospital bed to the waiting hook and ladder truck. Billy got to sit on the back of the truck and help steer it back to the fire station. He was in heaven. There were three fire calls in Phoenix that day and Billy got to go out on all three calls. He rode in the different fire engines, the Paramedic’s’ van, and even the fire chief’s car. He was also videotaped for the Local news program. Having his dream come true, with all the love and
attention that was lavished upon him, so deeply touched Billy that he lived three months longer than any doctor thought possible.

One night, all of his vital signs began to drop dramatically and the head nurse, who believed in the hospice concept – that no one should die alone – began to call the family members to the hospital. Then she remembered the day Billy had spent as a Fireman, so she called the Fire Chief and asked if it would be possible to send a fireman in uniform to the hospital to be with Billy as he made his transition. The chief replied, “We can do better than that. We’ll be there in five minutes. Will you please do me a favor? When you hear the sirens screaming and see the lights flashing, will you announce over the PA system that there is not a fire… It’s the department coming to see one of its finest members one more time. And will you open the window to his room?”

About five minutes later a hook and ladder truck arrived at the hospital and extended its ladder up to Billy’s third floor open window – 16 fire-fighters climbed up the ladder into Billy’s room. With his mother’s permission, they hugged him and held him and told him how much they LOVED him.

With his dying breath, Billy looked up at the fire chief and said, “Chief, am I
really a fireman now?”

“Billy, you are, and the Head Chief, Jesus, is holding your hand,” the Chief said. Billy smiled and said, “I know, He’s been holding my hand all day, and the angels have been singing.”  With that, Billy closed his eyes one last time.

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Why are they lining up to work for him?

Employee Engagement Employee Motivation

They’re lining up to work for him!

An executive at a large hospital will soon be heading up a new hospital within the same system.  Employees who work for the organization are lining up to go with him when he opens the doors.  He hears comments like, “You’re taking me with you when you go, right?” and “I don’t care what the position is, when you open that hospital, I want to work for you!”  Unfortunately, he has more employees asking to go with him than he has positions.  WOW – what a problem to have!

Why is it that some people can get others to want to work for them so badly that they don’t care what position they have to take to do so… while others can’t get anyone to want to work for them, no matter how good the position is?

It’s because they’re “human” and display all the qualities that make us the most compassionate and enjoyable people we can be.  Here’s why they want to work for him:

“He respects us and asks for our input… and then he actually takes it!”

“He’s a lot of fun to work for – not stuffy and stodgy, but he has a great sense of humor!”

“He always takes time to show everyone that he really cares about us as people.”

“He really knows his stuff, but he doesn’t act like he’s better than everyone else.”

Comments like these highlight the traits that effective leaders consistently display on a daily basis.  Note that these employees don’t want to work for a different organization; they just want to work for him.  He is the main factor in creating the WOWplace!

Sometimes we equate being professional with being impassive and unemotional.  While we do need to keep our emotions in check, we must be careful that we don’t also become unapproachable to those we are to work with or lead.  It means that we can – and should – be human enough for them to be willing to go to the wall for us when needed.  They won’t go to the wall for an impassive person they only know at arm’s length – but they will do it for someone they care about – and who they know, without a doubt, cares about them.

Posted in Leadership/Employee Engagement, Rule #2: A WOWplace is Respectful, Rule #3: A WOWplace is Human... Not Humanoid! | Tagged , , , | 2 Comments

Keep a Laughter File!

I always advise people to keep a “Laughter” or “humor” file at work for when the stress builds up too much.  Laughter is a great way to release tension and take a quick break to calm down, think about what to say or do next, and just get a mental break.  Well, this is one for the Laughter file… a minute-and-a-half of good clean fun – enjoy!

Posted in Fun Life Observations/Motivation, Fun Work Observations, Humor Eases All!, Rule #4: A WOWplace is Innovative, Creative & Fun! | Tagged , , , , , | Leave a comment

Save Time – Less Is More

time_management

Don't overwhelm them!

Are you losing time by overwhelming your co-workers with too many choices?  Allow me to explain…

Let’s say you need to set up a meeting for a group of people.  You don’t know when they’re available, so you need some options from them in order to compare dates and choose the best one for most people.  What do you do?  Do you just ask them to send their availability… or do you give them a few selections to choose from?

Many people, in the spirit of giving others the most freedom, would just ask for their availability, without putting (many) limits on it.  For example, a friend of mine recently asked for our availability “in the month of August.”  WOW – that’s a lot of dates and times to list!

As you can guess, this sometimes causes the opposite reaction from the desired one.  Instead of feeling “free” to choose their own dates, people may feel overwhelmed by the task.  Without tighter limits, they may be unsure how far out to go and provide too much, overwhelming the requestor with options.  Or they may provide too little, and not offer as many as the requestor wanted to receive. Even worse, they may not answer at all because they’re too overwhelmed by the number of dates and times they would have to list and just put the request aside because they don’t have time to answer it.

In the example above, instead of just asking for free dates in August, offering 5 or 6 dates and times from which participants can select their top 3 choices will make it quick and easy for them to respond, make their life easier, and give you a better chance of getting the job done with the first request.

In our high-speed world, sometimes we just need someone to give us a “head start” on things.  If we do this, not only will it save time for others, but if we’re trying to get answers, it may just save time for us because it will mean less follow-up on the back end because we’ve provided a little more structure on the front end.

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Is Your Team Having Fun?

Plan some fun for your team!

Is your team having fun as you try to achieve your goals?  Are you?  When was the last time you set a fun goal (or added any kind of fun element to your serious goals)?  Just because people are having fun doesn’t mean they’re not getting something accomplished.  In fact, having something fun and interesting to work toward helps create teamwork, as well as another layer of team goal-setting.

Take the story of Sam Walton, who in 1984, honored his promise to hula down Wall Street if his company achieved an 8% return on sales.  This goal was unprecedented, but they did it.  So, Sam Walton (at age 66!) donned a hula skirt and leis, and danced the hula down Wall Street, as promised.

This was not only heartwarming to New Yorkers who witnessed the event, but it was inspiring to his team.  In fact, Sam was notorious for doing crazy things, as well as allowing his managers to do crazy stunts as long as they attracted customers.  They created fun events such as Shopping Cart Bingo (where customers entered the store in hopes that their lucky number might win them a shopping cart full of free items); they held the World Championship Moon Pie Eating Contest (which helped them sell the most Moon Pies in history); and they dropped balloons containing frozen pizzas off the rooftops – all designed to help them attract and engage customers… which engaged their team in the process.

So, what can you do to inject a little humor into your team’s day – as long as it produces results?  Take a lesson from Sam, and engage your team in a little unexpected fun!  You don’t have to promise to hula down Wall Street, but you can come up with a fun idea that’s right for you.

Posted in Humor Eases All!, Leadership/Employee Engagement, Rule #4: A WOWplace is Innovative, Creative & Fun! | Tagged , , , , , | 1 Comment

You Are In Control of Your Future

This is one of the most inspiring stories I’ve seen in a long time.  It’s 8 minutes or so, but well worth the time.  It just proves how much of a WOW you can create for yourself and everyone around you, when you passionately pursue your dreams.

Remember that no matter what has happened to you in the past, you are in control of where you will go in the future.

 

http://youtu.be/O0n0vSAqdL0

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WOW Contributions

WOW actions

What a WOW!

Did you hear about the parishoner who anonymously donated a $30,000 winning lottery ticket via the collection plate of a struggling church in Baltimore?  WOW – what a generous thing to do… and to do it anonymously besides makes it even more of a WOW.

However, many of the various blog postings seem to focus on folks thinking that person was trying to “buy redemption” through the church, or trying to “show off” – or a whole host of other nefarious reasons for donating the ticket.

Have we really become so cynical that we can no longer just accept any act without suspecting there’s an ulterior motive?  The “judging” that occurs whenever anyone does almost anything any more is incredible.  We judge the person’s motives, their actions, their true intentions – even their appearance when they do it.

If we ever want to create WOWplaces (anywhere, not just at work), we need to do a little self-editing when we find ourselves starting to judge someone else or their actions.  We all do it – because we’re all human.

But although our thought processes are often the same, causing the worst sides of our humanity to sometimes come through, our actions can be moderated by that very humanity, allowing our compassionate and non-judgmental side to shine through and just accept the actions on face value and see the good in what others do.

That’s not to say that we shouldn’t be cautious when the actions of others could adversely affect us, our colleagues, our loved ones, or our communities… but a little less judging and a little more tolerance can go a long way toward restoring our faith in humanity.  At the very least, it can go a long way toward simply lessening the stress and disappointment we allow (or create) in our own lives!

Posted in Leadership/Employee Engagement, Rule #2: A WOWplace is Respectful, Rule #3: A WOWplace is Human... Not Humanoid! | Tagged , , , | Leave a comment

I Don’t Want To Be A Squeaky Wheel!

squeaky wheel

Don't Make Me a Squeaky Wheel!

I recently overheard a gentleman on an airplane reminding a colleague to call someone again, finishing his conversation with, “You know… the squeaky wheel and all.”

We’ve all heard the saying, “The squeaky wheel gets the grease,” (also known as, “the person who complains the loudest and longest is the one who will be taken care of the soonest!”)

It may be true that “the squeaky wheel gets the grease” – but, what if I don’t want to be a squeaky wheel?!  Think about it: how many of us dreamed of being a squeaky wheel when we grew up?  And how many of us really enjoy being one?  Do you?  Do you ever enjoy having to keep yet another item on your To Do List because someone else refuses to get it off theirs (by getting it “To Done!”)?

One way of turning our workplace into a WOWplace is to refuse to force others into being squeaky wheels.  We do this by keeping our promises.  A huge WOW can be created simply by doing what we promise… when we promise it.

If you have promised something to another person or organization, do everything in your power to give it to them when promised… before they have to ask for it multiple times.  And if you can’t provide it when promised, call the person anyway, and let them know.  Otherwise, they’ll feel the need to “squeak” because that’s what we’ve all been trained to do.

Many people have lost confidence that anyone will keep their promises any more. Prove them wrong! Oil that wheel and prevent it from feeling the need to squeak in order to get anywhere.

Posted in Rule #2: A WOWplace is Respectful | Tagged , , , | 5 Comments

Appreciation Flows Both Ways

Appreciation

Appreciation Flows Both Ways

An Administrative Professional I recently met works for the head doctor of a large medical practice.  Most workers in the practice are rather intimidated by him and his position.  But because she works directly for him, she has an opportunity to see (and comment upon) his kindness and actions more often than others who are not in this position.  Every once in a while, she writes her boss a note about something she really appreciates about him or something he did.  While you may assume that this would mean nothing to such an important and highly placed man in the organization, he prizes those notes so much that he brings them home to show his wife!

How often do leadership training programs stress the importance of leaders recognizing and rewarding great work, fantastic attitudes, and an excellent work ethic in the people who work for them?  All the time… and rightly so, because it is necessary for great leaders to inspire WOW performance and attitudes through formal and informal means of appreciation.

But have you ever thought about how often those above you in leadership positions ever receive ANY kind of informal appreciation from others?  Even though these leaders get higher compensation, perks, and other monetary rewards for being in those positions, they are still human… and all humans appreciate hearing it once in a while.

Most leaders don’t receive the same recognition as other employees because employees in lower level positions may be intimidated by the leader’s position and not feel comfortable giving praise upward (especially to those in much higher levels of the organization).

However, although leaders are usually adequately rewarded monetarily for their efforts, study after study tells us that compensation is often 4th in the list of desired job attributes, the top three being that people want to be valued, appreciated, and listened to.  If leaders never receive the “Appreciation” portion of this equation, they miss out on what most humans desire: consistent validation that they are making a difference on a human level.  This could cause leaders to forget what it’s like to be “human” on the job, forgetting how good it feels to be informally appreciated occasionally.  It may also foster feelings and attitudes, such as, “I don’t get any appreciation, and I’m doing just fine; if it’s good enough for me, it’s good enough for them!”

Remember that leaders are human, too – and appreciation flows both ways.  The next time you see an appropriate opportunity to let a leader in your organization know how much you appreciate something they just did (or even what they do on a regular basis), create a WOW for them and say something about it.

If we start reminding our leaders of how great it feels to receive small acts of appreciation from others, it just might inspire them to do it more often in return – for everyone they lead.

Posted in Communication, Leadership/Employee Engagement, Rule #3: A WOWplace is Human... Not Humanoid!, Rule #5: A WOWplace is Rewarding | Tagged , , , | 2 Comments