Each day, we hear the word “love” spoken in many different forms and in many different contexts. Southwest Airlines speaks of “Luv” with airline vouchers, customer service and their NYSE stock symbol, “LUV.” For Subaru, “love” means being more than a car company. “The Subaru Love Promise” is their vision to “show love and respect to all people at every interaction with Subaru.”
Read MoreToday, a customer called me on the telephone, and he was in pain. He complained about tension, stress, and worry.
I prescribed a family vacation at the beach.
Today, a customer e-mailed me, and she was tired. She complained about her workload and lack of quality time with her family.
I prescribed a family vacation in the mountains.
Read MoreToday, your customers will ask questions. Some questions will be in person, others in an e-mail or over the phone, and many questions through “chat” or on social media.
Rest assured, your customers will ask questions. Lots of questions!
Read MoreToday was the absolute worst day ever
And don’t try to convince me that
There’s something good in every day
Because, when you take a closer look
This world is a pretty evil place.
Even if
Some good does shine through once in a while
Satisfaction and happiness don’t last.
And it’s not true that
It’s all in the mind and heart
Because
Read MoreSometimes we let events come and then we react. And for the most part, we have been very successful. We have a strong company, and great leadership. Sometimes the unexpected happens, and we are blindsided and left numb. Whether it is an illness, a disgruntled guest, misunderstood communications, unanswered e-mails, or budget overrun, we run for cover, consultation, or rationalize the situation to others and ourselves. It's in these times that we need to remind ourselves - what does success look like?
Read MoreTwenty years ago, I drove a cab for a living. It was a cowboy's life, a life for someone who wanted no boss. What I didn't realize was that it was also a ministry.
Because I drove the night shift, my cab became a moving confessional. Passengers climbed in, sat behind me in total anonymity, and told me about their lives. I encountered people whose lives amazed me, ennobled me, and made me laugh...
Read MoreMom, though it has been many years since these events have occurred, I think of them often and wonder why you did what you did.
What events?
Well, when I was in eight grade and on the CYO Basketball team, I was one of their star players. We had a great season, and we were on our way to the championship. The championship game was set for Saturday, and we were all thrilled. When I told you about the game, you told me that I could not go because we were expected at Pop-Pop and Nanny’s home for dinner in Philadelphia.
Read MoreResearch shows we retain...
At this time of year, I often reflect on the Christmas mornings growing up in Lawrenceville, New Jersey - the opening of presents, the wrapping paper flying everywhere, the smell of freshly brewed coffee, the sound of bacon sizzling on the stove, Christmas songs playing on the stereo, and the many hugs and smiles from my grandparents, aunts and uncles, cousins and friends dropping in throughout the day. But there is one Christmas in particular that I recall each year. A Christmas morning that changed my life.
Read MoreAt this time of year, I often reflect on the Christmas mornings growing up in Lawrenceville, New Jersey - the opening of presents, the wrapping paper flying everywhere, the smell of freshly brewed coffee, the sound of bacon sizzling on the stove, Christmas songs playing on the stereo, and the many hugs and smiles from my grandparents, aunts and uncles, cousins and friends dropping in throughout the day. But there is one Christmas in particular that I recall each year. A Christmas morning that changed my life.
Read MoreThis time of the year is marked with certain time-honored traditions.
Purchasing of gifts for those near and far. Attending holiday parties with friends and family members. Packing up the car to make extended trips. Baking cookies, making pies, and taking out Grandma’s recipe of sweet potato casserole – the one with mini-marshmallows.
There is a missing piece of pie served at my holiday feast, and I’m not sure why.
• Did someone sneak into the refrigerator last night for a midnight snack?
• Did someone skip the ham and go straight to dessert?
• Maybe someone dropped the pie and put back what was left to cover their tracks?
It is nearly dusk as the sun greets the orange and blue horizon over Boston Harbor. Judy and her daughter, Michelle, cuddled together on their living room couch. Michelle, just three years old, draws her baby doll closely to her chest, and holds her mother's hand tightly.
Read MoreDuring my freshman year at Boston College, I received many letters from family and friends. At first, I received about a dozen or so letters each week; mostly from my high school buddies relaying their college experiences. I would dutifully write back and describe my classes, friends, and the overall experience of attending Boston College.
Read More“Let’s go for a walk.”
“Where are we going?”
“Nowhere in particular. I just want to spend some time with you.”
“I’m kind of busy right now. Can we do it another day?”
“I would really like to go now, if you don’t mind.”
Read MoreI went to the Bank of Goodwill today and made a deposit -
I thanked my wife for her support
I wished my kids a great day
I recognized a fellow Associate for her great performance
I opened the door for a stranger
I made a customer’s vacation dreams come true
It happens.
There are days when things do not go as planned or as hoped.
And what would have been a very good day becomes a very tough day.
Read MoreWho do you work for?
Yourself.
Your team.
Your family.
Your community.
A paycheck.
One, some, all...or something else?
Read MoreSomeday, we will have that catch. Someday, we will take that walk, have that conversation, laugh, have lunch. Someday, I will write "thank you" cards, eat better, exercise more, say "I love you.” Someday, I will make a difference, dream, serve others, give more, expect less.
Read MoreWhile queuing up to board United Airlines Flight #272 leaving Orlando for Chicago-O’Hare, my thoughts about what I needed to get done on the flight to Chicago, and whether I would be upgraded to First Class, were interrupted by the gate attendant asking for everyone’s attention.
Read More
