For the first time in history, there are four generations in the workplace at the same time! Do you think this is causing some challenges? You bet it is!

Let’s take a look as to what the challenges are by first identifying the four generations:

Matures: they are traditionalists; they value respect and quality, they like being told they did a good job (brief and to the point) and they like to be acknowledged for their experience. They are the WE First generation.
Baby Boomers: they are optimistic, they value acknowledgement and control, they like their “wall of fame” (awards and plaques), the term “workaholic” was created for this group! They are the ME First generation.
Gen Xers: they are skeptical, they value knowledge and skills, and they like to get things done, and like to make things happen now! They are the Prove it to Me generation.
Millennials: they are eager; they value time with friends and a unique identity, they like instant praise and achieving their goals and being recognized as unique! They are the Instant Gratification generation.

Do you see any possible conflicts that might arise with these four generations working under one roof! You betcha!

So, how do we mix and manage these four groups who function from a different place, have different values and want to be motivated differently?

Reality Check: The management style of what works for one will work for all is out the window! You will have to raise your awareness around whom you are speaking to, and how you address them, specific to their generation!

Here are some Do’s & Don’ts for each generation:
Matures:
Do: focus on quality, ask what has worked in the past, and encourage them to talk about their experiences
Don’t: Wow with data or newness, force technology unnecessarily.
Baby Boomers:
Do: Focus on the team, Acknowledge they are busy and help use time wisely, help them feel victorious (they are competitive!)
Don’t: Assume technology is the answer, assume they will tell you if they are struggling – check in, assume you know and understand their needs
Gen Xers:
Do: Answer “why”, give them ways to increase their knowledge and skill base, follow up and meet your commitments
Don’t: view questions as a challenge, be vague with directions
Millennials:
Do: spend time providing information & guidance, offer customization – a plan for them, acknowledge them often, and earn their trust & respect
Don’t: Create a stressful environment; forget the importance of the individual

And guess what, apples and oranges do get along! What I have found in working with many organizations is that mentoring relationships between Matures & Gen Xers and Boomers and Millennials is a win-win match. They tend to naturally gravitate to each other and truly appreciate what the other has to offer and most importantly value and respect each other.

So, get out the tongs, mix the fruit salad and remember each piece of fruit has a unique flavor and purpose!

I live out in a rural community of Colorado.  It is beautiful and I feel as though I have found my “little piece of heaven”.  When I first bought this home, it was literally a “box on a lot”.  There was not one tree, one garden or any out buildings on the property.  

Slowly, I began to add gardens around my home and I started adding trees, some deciduous and some evergreens.  I now understand why landscaping is so expensive, it is not the cost of the trees and plants it is the back braking work!  Digging a hole in ground that is like concrete is hard work!

 I now have 12 beautiful trees on the property and lots of gardens all around my home.  In addition, to a great 2-stall barn, which houses my 2 wonderful horses, Athena and Zeus (I will write another Blog about those two interesting characters!)   And, I added an arena to exercise the horses in.  Which brings me to my weeding experience!

 This year we have had lots of rain and therefore the grass and weeds are growing fast and big!  So, the last 2 weekends have been spent going from garden to garden pulling and digging up weeds.  Which for me is more like therapy, this type of work helps me to think deeply about life and create great Blogs!   

 Unfortunately, the arena grows these big, tall, prickly weeds in one corner.  These weeds are about as tall as I am (5’2”) and have sharp, very sharp thorns on them and they grow a deep root into the sand.  

 So, as I was pulling these big, tall, thorned, weeds one at a time, I started to think about the weeds we each have in our lives.  And, if we don’t stay on top of the “weeding in our lives”, the weeds can grow larger and larger and become more difficult to face and handle. 

 Each time I would pull out one of the really tall weeds, which happened to have the biggest thorns on them, which would inevitably stick me, right through my leather gloves, and would have the deepest root, so I would really have to put all my weight into pulling that sucker out, the weed would of course prick my fingers!  This was a painful process!  Had I handled those weeds when they were small, and had smaller thorns, the weed would have been much easier to handle!

 I started to think about how each of us has “weeds” in our life that may include situations, people or tasks that must be faced, assessed, handled and perhaps weeded out of our lives!   And, for one reason or another we don’t want to face it and so it gets bigger and bigger and more difficult to confront.  The longer we let that weed stay in our lives, the deeper it gets entwined in our lives and we tend to simply get used to it being there and accept it even though we know it is not the best thing for us!  What is up with that?!  In addition, that weed may have some pretty painful “thorns” that continue to hurt us, hold us back or prevent us from being who we truly are.

 So, what are some of the weeds in your life?  Do you have people in your life that cause you pain?  Do they pull you down?  Are there situations in your life that are not serving you and your vision and mission of what you want to accomplish?  Are there tasks that you have been avoiding, brushing under the carpet and refusing to deal with? 

 It is amazing how simple life gets and how much more we can be productive when we, as Brian Tracy says “eat that frog”!  Take a look at your life and consider the people who perhaps are “thorns” in your life and not contributing and or supporting you and your goals.  Survey some of the tasks on your to do list that you have been avoiding…take action now!  Do one step towards that task and “just do it”! 

 The people who we keep in our lives that are energy suckers need to go!  The tasks that you are not taking action on must be completed!  You will be amazed at how “lighter” and how much you will enjoy “smelling the roses” when you weed your own personal garden!  What are you waiting for…get weeding!

Are you struggling with how to attract new clients?  Do you want to grow your business?  Go back to the basics!  Do your homework, gather your information! 

·          Analyze the market for a group of potential customers

·         Be able to solve their problem with your product and or service

·         Clarify they have the desire and ability to pay for that service

The first one is the most important!  If you can’t identify who your potential client is, then you don’t have any qualified customers to even talk too!  Through the internet, you can do all kinds of “free” research on geographical areas, specific markets and industries and financial surveys that establish the ability to pay.  Analyzing the market for your group of potential clients and clearly identifying that group is the most important!

Now, that you have Analyzed the market and identified your potential customer and know they exist, you can move onto Step B.  Be able to solve your potential customer’s pain!  People take action for 2 reasons:  1. They are running away from pain, or 2. They are running towards pleasure!  Clearly identify your potential customers Pain and Pleasure, and be able to solve and or address those issues with your product and or service. 

Be clear about how your product can help and serve your client.  What is the benefit for them?  Ask them, what is the greatest difficulty they are facing in their business about “xyz”?  Make “xyz” something your product or service can solve.  Ask them how they will feel once that “challenge” is solved (the pleasure).  That way you can leverage both their pain and pleasure with your product.

You have Analyzed the market and identified your client; you are able to Solve their Pain with your product and or service, what’s next?  Clarify they have the desire and ability to pay for that product or service.  By identifying their pain and pleasure, part of this step has already been implemented.  Some people will be more motivated by the pain they are currently experiencing and will be willing to do “whatever it takes” to solve that pain, some will be more motivated by the pleasure, being able to “relax and enjoy” once the challenge is solved. 

You will be able to identify which they are more motivated through conversation and observation with that person.  Pay attention to their energy level, body language and tone of voice throughout your conversation.  Ask persuasive questions.  What is most important to you right now about “xyz”?  What would that be worth to you to have that problem solved?  What would prevent you from taking action right now to correct this challenge?

Finally, ask for the business!  So many people I work with in my coaching practice, get to this point and then walk away and wonder why they don’t get the business!  You must ask for the business!  Find questions and statements that work for you.  Would you like to start moving forward today?  Would you like to pay for this in full or make payments?  I am really excited to work with you; this will be a fun project! 

If they do not “put pen to paper”, go back to Step B, reestablishing the pain and pleasure. Somewhere along the line they were not convinced about the pain and your ability to solve it with your product and service.

To attract more clients have a process, a system in place that you use over and over again! Stick to it, don’t deviate or skip any steps.  A.  Analyze the market and identify your potential customer  B.  Be able to solve their problem with your product and or service and C.  Clarify they have the desire and ability to pay for that product and service! 

Best of luck attracting new customers and building your business, let me know how I can be of service to you in helping you grow your business! 

How often do you forget someone’s name immediately after being introduced? 

At last, there is a solution!  

It doesn’t matter what type of business you are in, if you are dealing with people… names are important!  It doesn’t matter if you are in a networking function, social setting or business meeting, remembering names can make or break you in business!  Dale Carnegie wrote in his book, “How To Win Friends and Influence People”,  “…the sweetest sound to a person’s ear, is their own name!”  This is still true today, people want to be called by their correct name!  How often do you meet a Mark and call him Mike, (close but no cigar!)

Like anything else, recalling names is a learned skill that requires you to use the skills in order for the techniques to work.  There is no miracle pill that we can take and have a perfect memory.  There are some herbal supplements that are great for enhancing memory, however the real memory power comes from skills and techniques that work!

Here are some Tips on:  How to Remember What’s His Name?  These tips will get you up and running and give you a 30% increase in recalling names…TODAY!

·         Have a firm hand shake, let the person you are meeting, know you are alive and present.  How do you feel when you receive the “wet noodle” hand shake?  Most people respond “yuck!”  What does that “wet noodle” handshake say about that person?  Possibly, not having a lot of self esteem, lack of confidence, not interested.  What do you feel when you are on the receiving end of this type of handshake?  So, be sure to have a firm, not bone crushing handshake!

·         Have direct eye contact, again, let the person you are speaking with know you are speaking with them not anyone else!  Most people tell me they feel unimportant, not valued, not fully listened to, maybe the person is hiding something or has somewhere else more important to be.  What does a lack of eye contact say to you when you are meeting someone?  Have great eye contact, let the person you are talking with know they are important to you!

·         Repeat the person’s name immediately!  This technique forces us to listen when the name is first stated.  We all have a lot going on in our lives, we tend to always be moving onto what is “next”, and so our minds are not fully present when we meet a new person.  Some people tell me, they are internally processing about what the other person is thinking about them and in turn misses their name!  Some suggestions for repeating a name are:  “Nice to meet you, Eric”, “Kathy, is that with a C or a K?”  “Bob, that’s my Dad’s name!”  Repeating their name will work!  Come up with statements and questions that you are comfortable with.  Make sure you are present, and truly listening when that person says their name.  Don’t be thinking about anything else but their name, really focus!

·         Notice something visual about that person.  What is your first impression of that person?  What color is their hair, do they wear glasses, are they wearing a polo shirt or a button down shirt?  You can focus on one of two areas, facial features or clothes.  Obviously, facial features will be longer lasting.  Clothes are effective to use in a networking, social gathering or meeting situation; typically we are meeting a lot of people in a short amount of time and clothes allow us to easily scan the room and review the names of people we just met!

·         Repetition is the Mother of Memory.  The best way to recall names is to meet 5 people and then do a brief review of those 5 people you just met.  If you are in a business meeting or networking function, meet 5 people, review those 5, meet 5 more people, review those 10, meet 5 more review the last 10.  Groups of 5 seems to be the most effective!

The above tips will give you an instant increase in recalling people’s names. Everyone likes to be remembered.  Increase your confidence – learn to remember names accurately and easily.  For more information and the full technique for recalling names, contact me at Marguerite@IgnitingSuccess.net for my book, How to Remember What’s His Name?

When you remember people’s names…they remember you!!!

Personality styles have been around a long time!  Way back when…in 450 BC Hippocrates created a Personality Styles assessment using body fluids to include Choleric, Phlegmatic, Melancholic and Sanguine.  Paracelsus, in the middle ages, created a Personality Assessment using Nymphs, Sylphs, Gnomes, and Salamanders!

Today, we have some very well known Personality Style Assessments, Myers Briggs, Disc, and many more!  I have a Personality Assessment that I have used for years….it actually includes 5 different personality types.  Of course, we are all a combination of the different styles depending on the Environment we are in, our Genetic traits and our Core Personality.   However, typically we have a Primary Personality Style.

This personality style assessment uses geometric shapes!  Below is an overview of each of the shapes.  What is your primary personality style?

Triangle:  This personality style is into Power and Control.  These people are the delegators, they know how to keep others on task.  They take action and make decisions quickly!  They are Strategic Thinkers.  They come from a place of Get it Done!  They accept challenges and they believe they control the environment; they are competitive and like to win!  They are leaders not followers.  They can manage trouble and take charge in a crisis situation.  They know how to solve problems quickly, they are Bottom Line Focused.  They are Smart!  There communication style is Direct!  Their leadership style is Results Driven. Their favorite thought is “Get to the point!”

Square:  This personality style is into Quality and Accuracy.  They can handle enormous amounts of detail.  They will dot every “i” and cross every “t”.  They love research!  They are methodical and systematic.  They are Analytical Thinkers.  They are rule oriented.  They are Organized!  Their communication style is a bit slower, they weigh out the pro’s and con’s and do not respond quickly verbally or in writing. They have a subtle approach to conflict using Facts and Figures to support their position.  Their favorite thought is “It’s the principle of it!”  Their leadership style is Process Based.  They will create processes and systems to keep everyone on track. 

Circle:  This personality style Loves People!  They are loyal, helpful, great listeners and will take care of others before themselves.  They are patient, calm and predictable.  They like a Harmonious Work Environment with lots of collaboration, cooperation and a sense of community.  They are an Emotional Thinker.  They base their decisions on how others will react to those decisions, not necessarily what is the greatest good for the greatest number of people.  They have a Collaborative Leadership Style.  Their communication style is very caring, Empathetic and understanding.  They do not like conflict.  Their favorite thought is “It’s the relationship that is important!”  They are great Networkers and Relationship Builders!

Squiggle:  This personality style looks for the Fun and Excitement in life!  These people are Abstract Thinkers, they think outside the box and are Idea Oriented.  They are very creative and passionate.  Their leadership style is based on high Motivation and excitement.  They are Influential and Persuasive.  They are Optimistic and Spontaneous to the point of being fickle!  Their favorite thought is “Where is the party?”  They are extremely Bright and can think fast on their feet.

If you are familiar with the Disc personality assessment, the reference below will help you make the connection!

• Triangle = D = Dominant
• Squiggle = I = Influencers
• Circle = S = Steadiness
• Square = C = Conscientious

There is one more personality style that can show up and “lay over” any of the other personality styles!  The Star!  The Star has two (2) sides to it:

• Circumstance Star
• Leader Star

The Circumstance Star

This personality style can show up at many different times of our lives.  For example:  puberty, adolescence, job change, career change, promotion, marriage, divorce, loss of job, loss of a loved one, being in an abusive relationship, birth of a child, etc.   This person is in reactive mode, also know as Survival Mode.   They are reacting to a circumstance in their lives, a situation that has caused chaos and change in their lives. 

What will we see with a person in the Circumstance driven star? 

A person who jumps chaotically and irrationally from one personality style to another for no rhyme or reason!  They are trying to survive through a difficult situation and they unconsciously jump from one personality style to another to survive!

The Leader Star

This personality style comes from proactively developing leadership skills!   A leaders star is constantly reviewing, evaluating, and shifting to strive for the best of who they can be and how they can help others be the best they can be! 

They have the ability to quickly evaluate any situation, and know which personality style will serve the situation and people the best.  They can sincerely, consciously and smoothly shift from one personality style to another with grace and effectiveness to lead any group of people where they need to go. 

People are naturally attracted to Leader Stars, they emanate a sense of calm power and control without being overbearing.  They know how to delegate tasks without being a dictator. 

They are reflective and able to evaluate data and at the same time able to take action quickly.  They are dynamic thinkers and have a strong ability to follow through and make things happen.  They are intuitive, kind and create powerful, effective teams. 

They constantly strive to improve themselves and learn more to be more to all those they come in contact with.  They have a servant leadership mindset.

If you are interested in a Personality Assessment, let me know.  I will be happy to offer you the Disc Profile Assessment!

You are on an elevator, the elevator stops at the 10th floor, Oprah Winfrey walks on, you have 30 seconds to share what you do, capture her attention, and entice her to want to meet with you for more information. What do you say?

Amazing opportunities show up in our lives everyday and it is important for us to be prepared for those moments! So what are the key pieces of a 30 second elevator speech?

Things to consider:

1. Energy, Voice & Body Language:   Energy: Be positive and passionate, up lifting. People are attracted to and will listen to people with a positive energy! Voice: Speak with confidence, clarity and authority, without overwhelming the listener, watch for the listeners body language and adjust accordingly. Body Language: Have an open body posture, smile, have great eye contact and project positive energy through your eyes.

2. Benefits Vs. Features: Speak in benefits not features! We are all busy and have a lot on our plates. Most of us come from a place…”what’s in it for me?” “How will this save me time, money, create less stress in my life”.  For example:  A seat belt in a car is a feature. The most important benefit of a seat belt is that statistics show that more lives are saved by people wearing seat belts. You can share the benefits that you personally have experienced with the product or service. Or share a story about someone you know that has used the products or services you are marketing/selling.   People want to know how your product or service is going to help them in some way, what the benefits are for them!

3. Engaging Questions: Ask open ended questions that lead to a dialogue/conversation. Stay away from close ended questions – these are questions that only require a yes/no response. For example:  How are you currently attracting clients?  What is your greatest challenge around attracting new clients?

4. Ask for what you are looking for: What I am looking for are people who want to learn how to attract more clients through professional speaking and using professional speaking to market their product and services. Who do you know?

Summary: The next time you are at a networking meeting or social event and someone asks you “What do you do for a living?” Keep the following in mind!

My Name is:

My Company is:

What we do is: (Talk in benefits or ask engaging questions)

I am looking for:

Who do you know?

The Power of Perspective

I recently created a program for a group of folks who had experienced a set back with their company which created a question around trust for both employees and customers.   This was a company with a long standing history and a high level of trust for both employees and customers.  Once again, the saying comes to mind:  “It takes years to build up trust and only seconds to destroy it.”  Anonymous

How do we rebuild the trust when it has been broken with the employees so they can rebuild the trust with the customers? 

For me, it starts with taking a close look at ourselves.  Our attitude determines our altitude!  What are our perceptions about a situation and how can we shift our perceptions to move forward in a positive way?  Let’s take a look at The Energy Model from the book, The Power of Full Engagement, by Jim Loehr and Tony Schwartz.   This book talks about energy management.

“Energy, not time, is the fundamental currency of high performance.”  Jim Loehr and Tony Schwartz.

Physical energy is measured in quantity from low to high and emotional energy is measured in quality from negative to positive.  So that gives us four possibilities to look at:

1. High Positive
2. Low Positive
3. High Negative
4. Low Negative

Let’s take a look at each possibility individually and some words that would describe the characteristics of people in those modes.

High Positive Mode:  Engaged, focused, elated, ignited, glass is overflowing, optimistic, passionate, high positive energy, proactive, confident, active, happy, energetic, zest for life, excited, external way of being.  Maximum performance occurs here.

Low Positive Mode:  Relaxed, mellow, peaceful, tranquil, serene, calm, centered, content, at ease, restorative mindset, recovery phase, re-energizing, refueling the tank, internal way of being.  Reflective mindset.

High Negative:  Angry, aggressive, impatient, intolerant, argumentative, rage, anxious, disturbed, arrogant, interruptive, confrontational, emotionally charged confrontations, abusive, reactive mindset.

Low Negative:  Depressed, detached, withdrawn, burned out, exhausted, hopeless, mentally and emotionally checked out, survival mode, insecure, passive, defeated, complaining, procrastinator, unfocused, victim mindset.

Take a look at each of these possibilities, identify where you are right now and ask yourself if that mode is serving you and what you want to accomplish.   Most people will be attracted to those in the High Positive and Low Positive modes.   Take a look at some of the people you know and identify which mode they are in right now.  What mode are your customers in?  What mode do customers buy in?

So, how can this information help us rebuild trust?  If you are moving a customer from Low Negative or High Negative, (which is where a person would typically go if trust is broken).  Meet them where they are and shift them slowly to the positive side of the model by asking questions, being honest, and sharing information to rebuild the trust.  Trust starts with the people who have the face to face contact with the customer.  Let people share their insecurities and fears, listen empathetically, be sincere and rebuild their confidence one step at a time!  Slowly but surely they will move back over to Low Positive  or High Positive and once again believe in the company and you as the companies representative!

To be fully engaged it requires us to draw on 4 separate but related sources of energy:  Physical, Emotional, Mental and Spiritual.  Physical being the most fundamental and spiritual being the most important.  The next time you notice your energy level being low or negative, ask yourself:  Where am I depleted in my life?  What is your energy level right now?   Be conscious of your energy level and consciously feed yourself so you stay balanced between High Positive and Low Positive.

So, what 3 things will you draw upon to replenish your energy?  Who will you spend time with to reenergize yourself?  How do you recharge yourself, when you start to feel yourself feeling depleted?

The Financial Performance Indicator
Discover where you are with your finances and take control to become financially healthy!

Are you in Survival Mode, Effective Mode or Fulfillment Mode with your finances? In today’s economic climate, many of us are finding our selves in confusion around our finances. Do you feel like your finances are spiraling out of control? Are you reorganizing and reeducating yourself about money management and investments? Or, are you seeing this economic downturn as a fabulous opportunity?

With the Financial Performance Indicator there are three Financial Modes: Survival Mode, Effective Mode and Fulfillment Mode. Let’s take a look at each mode so you can identify where you are.

Survival Mode: People in survival mode with their finances are fear based. They feel paralyzed, are extremely negative and blame others for their financial demise. They are in reactive mode, reacting to all circumstances around their finances. Some will ignore this financial situation, pretend everything is ok, not accept the truth about their troubles, avoid calls from creditors, write bad checks, continue to borrow money from anyone that will give it to them. Personally they will have a feeling of attack and defeat. Typically, living hand to mouth every month, juggling finances, not paying bills on time and no savings. If you are investing, your strategy needs to be very conservative; you have a zero risk tolerance for losing money or investing in risky investments.

Effective Mode: People in effective mode are in an active state around their finances. They are actively working on educating themselves about financial options and reorganizing their finances to lower debt and get their finances under control. They will seek out advice to continue to educate them selves about how to improve their financial situation. They will attend workshops, talk with financial planners and read books like “The Complete Money Makeover” by Dave Ramsey. Typically paying all bills on time, have a budget and aggressively paying down debt and have a small savings for emergencies. If you are investing your risk tolerance is moderate.

Fulfillment Mode: People in fulfillment mode are proactive with their finances. They see this economy as an opportunity to increase their portfolio. They are constantly looking for creative ways to manage and grow their money. They seem to have a “magic touch”, everything they touch turns to gold! They have a positive outlook on their financial future and plan aggressively for their future. They are innovative and will sometimes take high risks which also reap high returns. They surround themselves with people who are financially smart and secure. They know and understand the financial market and everything that is occurring in that arena. Typically, low debt to income ratio, have a substantial savings for emergencies, pay cash for most purchases, pay credit cards in full every month, and have money to invest wisely. Investors at this level typically have a combination of conservative, moderate and aggressive investing. They are in a position that it will not financially crush them to lose on a risky investment.

Step one: Identify where you are on the Financial Performance Indicator, be honest and accountable. Accept where you are, and be responsible for your financial situation. Step Two: Take action to move up the Financial Performance Indicator. Step Three: Review the Financial Performance Indicator every month to evaluate where you are and take proper action.

If you are in Survival Mode, stop blaming others for your situation and start by facing the truth about your finances. Use Quick Books to manage your finances, to log every bill, monthly expense, the date they are due, the balance owed and the monthly payment due. Create a budget and stick to it! No excuses, no deviation. You will be amazed and how good you feel once you have everything in one place and start to take control of your finances. Create a system and stick to that system. Be relentless!

If you are in Effective Mode, keep up the good work. You will soon be well on your way to financial freedom; it takes consistency and dedication to getting your finances under control and your debt paid down. Continue to educate your self on financial management and surround your self with people that are financially smart and secure. Hire a book keeper that you trust, will help you stay on track and who you enjoy working with!

If you are in Fulfillment Mode, continue on your path of financial success. Monitor, manage and educate yourself about all of your investments. Research your favorite charities to donate to as well! You are in the situation not only to help yourself but also to help others. Find someone that you can mentor that is dedicated to financial success and share your financial strategies.

Each month re-evaluate where you are on the Financial Performance Indicator and take the appropriate action to continue to grow and stay financially healthy! Best of luck on your financial journey!

Are you working on ways to create a  “Customer Love” consciousness for your clients and customers?  Are you concerned about the economy and holding onto your customers?  Adopt a Customer Love Consciousness and create impactful memories for your customers.  Don’t give them any other option, except to do business with you….How do I do that you ask? 
Check out these 10 ideas:
1.  Customer service is not a department…it’s an attitude! Give more than the customer expects…consistently.
2. The Pursuit of Perfection!  Treat your customers as if you would a guest in your home!  What is most important to your customers?  Know what that is and satisfy it!
3.  Stay in touch with your customers!  There are many inexpensive ways, using technology, to “touch” your customers.  Share infomation that will help circumvent common problems. 
4.  Have fun!  Create fun and lasting memories that your customers will talk about and you will create a customer for life!
5.  Go the extra mile!  Create the WOW factor!  What can you do that goes above and beyond the regular customer service of other businesses.  Be passionate about making a difference!  Show your passion!
6.  The “small stuff” will make a difference!  Make sure all staff members, take pride in what they do and want to offer a great experience to every custmer who walks through the door!
7.  Great service is a choice!  Dare to be different from your competition.  What can you do to get your customers talking abouT you?
8.  Practice empathy.  Be there when your customer most needs you!
9.  Apologize!  When you or an employee makes a mistake…ADMIT IT, APOLOGIZE AND ACCOMODATE!  We all make mistakes…don’t make excuses!
10.   Be grateful!  Say THANK YOU!

I had a very interesting conversation this week about the importance of rituals in our lives.  We were raised with rituals!  Family rituals, religious rituals, community rituals, school rituals, holiday rituals….the list goes on and on! 

 I started thinking about how important rituals are, and I think one of the reasons is that we are creatures of habit.  Rituals can make us feel safe, loved and valued.

What rituals do you have with your family?  Do you have a specific day the family spends together?  Perhaps a game night or movie night.  A favorite restaurant you and your significant other like to enjoy a meal at and do so on a regular basis.  Rituals can be the glue that continuously bring the family back together in this busy world!  And, a way to easily make someone feel valued.

What about rituals in leadership?  Rituals may not be the word used in the workplace…but they absolutely exist.  How about weekly or monthly meetings…that could be considered a ritual! 

What rituals can we create in the workplace that would have a positive effect?  How about the ritual of simply walking around and catching people doing things right and acknowledging them!  Taking a few minutes and writing a thank you note to an employee for going the extra mile.  Rituals are a fun and easy way to acknowledge people on a daily basis! 

What rituals do you already have in place as a leader?  What rituals can you create to value your staff, to grow your business? 

Rituals are a part of our culture…make them a part of your life!