I'M NOT LISTENING!
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I'm not listening!
· You told me once
· You told me twice
· You told me three times
· You told me four times
· You told me five times
I DID SOMETHING TODAY...
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Today, I did something.
- it wasn't much, really
- it didn't take a lot of time
- it didn't cost any money
WHAT COMES FIRST
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What came first—the Chicken or the Egg? My seven-year-old daughter, Lauren, asked me this question one day.
Lauren asked me again, "What came first—the Chicken or the Egg?”
I thought momentarily about some profound, meaningful answer but was interrupted by Lauren, who said she knew the answer (this is very common for Lauren).
“Dad, you think you are so smart. You have several degrees but don’t know the answer to my question. And I know the answer!”
Read MoreOPEN YOUR HEART
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After many months of work, an artist finally finished his masterpiece. The painting depicts a man waiting outside a door late at night, holding a lantern to illuminate his way. The artist was pleased with his work and entered a worldwide art competition.
Read MoreI HAVE A BOX OF MEMORIES
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I have a box of memories.
Shining, bright, and bold.
I have a box of memories.
Some warm, some very cold.
Read MoreTHE SECRET TO NEVER LOSING ANOTHER GAME IN TENNIS
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Answering an advertisement in a newspaper stating, "The Secret of Never Losing Another Game in Tennis for only $99.95" offered by the only "undefeated" tennis player alive, a young man cut out the reply address form, filled out his name and address, wrote out a check for $99.95, enclosed the reply address form and check into an envelope, and wrote the mailing address on envelope to a Post Office Box in Chicago, Illinois, stamped the envelope and placed the envelop in the mail.
Read MoreCOMPASSION HEALS
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The psychiatrist and theologian writer Gerald May speaks of a person he knew in one of the poorest psychiatric wards in New York, a young woman named Karen who sat alone day after day without responding to anyone who spoke to her. Every day, one of the maintenance men, Mike Foster, would sit at her side, eating his lunch and chatting with her even though she showed no response. One day, as John prepared to leave with his usual, “See you tomorrow, Karen,” she answered, “See you tomorrow, Mike.” A year later, she left the hospital and lived an everyday and happy life.
Read MoreMISTER ROGERS
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At 2:00 pm on August 31, 2001, the Public Broadcasting System (PBS) aired the final original showing of Mister Rogers' Neighborhood. After more than 30 years of greeting youngsters each day on television with his trademark "Hi, Neighbor," Fred Rogers, host and creator of Mister Rogers' Neighborhood, put away his cardigan and sneakers for the last time.
This week, the world took pause to recognize the 50th Anniversary of Mister Rogers' Neighborhood, which first aired on February 19th, 1968.
Read MoreIT'S A MATTER OF TRUST
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On July 20, 2015, The Wall Street Journal reported the disappointing quarterly results for Whole Foods Markets, a natural-foods grocer. Sales at established stores rose 1.3% in the three months ending July 5 – its weakest growth since 2003 (WSJ, 7/30/15, p. B1). The main explanation for the modest sales growth was the increasing competition from mainstream retailers now stocking local and organic food. However, pointing the finger at increasing competition may mask the real reason for the modest sales growth at Whole Foods.
Read MoreTHE MISSING PIECE OF PIE
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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 returned what was left to cover their tracks?
LET'S MAKE A DEAL
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In the 1960s to 1980s Television Game Show “Let’s Make a Deal,” hosted by Monty Hall, the contestant was asked to choose between three doors—Door #1, Door #2, and Door #3. Behind one of the doors would be a new sports car. Behind another door would be a moderately priced prize. And behind the third door would be a “Zonk.” A Zonk is a prize worth nothing, such as a wheel barrel full of dirt, a hay bail, or a trash bag.
Read MoreTHE 10-5 RULE
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The hospitality industry has a common rule of guest interaction called “The 10-5 Rule.” Within 10 feet, the employee visually greets the guest by making eye contact accompanied by a slight nod and smile. These visible actions demonstrate to guests that they are acknowledged. As the employee and guest draw closer, the employee provides a warm, positive, and upbeat greeting within 5 feet of the guest. A warm, positive, and upbeat greeting can be as simple as “Good Morning”?”
Read MoreTHE RIGHT WORDS MATTER MORE
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Recently, while having dinner with my wife at a relatively upscale restaurant, I asked for some bread for the table. The waiter, without hesitation, responded, “No worries,” and left to retrieve a fresh loaf of bread—or so I thought.
Read MoreOKAY IS NOT OKAY
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There is an enemy among us. It compromises our relationships, results in lost business, produces poor quality, and leads customers to be confused, angry, and want more. The enemy is “okay,” and it is alive and well in our marriages, friendships, businesses, governments, schools, and even in our churches.
Read MoreCOME BACK!
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If you want to save your soul;
come back to God.
If you want to save your family;
come back to God.
If you want to save our country;
come back to God.
If you want to save our Church;
come back to God.
Read MoreYOU LEAD THE WAY YOU DRIVE
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“I made it to work in only 35 minutes. A new record!”
“A new record?”
“Yes… my previous record was 41 minutes. I am on a roll!”
“What made the difference?”
Read MoreWHAT DOES LOVE HAVE TO DO WITH IT?
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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 MoreTHE SICK CUSTOMER
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Today, 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 MoreWHAT QUESTIONS WILL YOUR CUSTOMERS ASK?
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Today, 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 MoreTHE WORST DAY EVER
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Today 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 More