Training Blog...

 ”I think a compliment ought always to precede a complaint, where one is possible because it softens resentment and insures for the complaint a courteous and gentle reception.”             - Mark Twain

How often do you find the good in your grievances?

We all complain about the poor customer service we experience in our lives, whether it be on the phone, at a restaurant, or in a store. Bad service can happen. I know there have been a couple of times I’ve been on the phone with a company sorting out an error or mailing I’ve received for what seems like hours.

In these bad situations I cannot control much, but I can control my response. Choosing to fight the problem, rather then fighting the person can have a surprising effect on the outcome. 

Last year I had gotten a new computer and was purchasing new software for it. I had just paid and downloaded the product, when I realized that it didn’t work… at all (insert major annoyance here). I fiddled around with the software a bit grumbling under my breath about the stupidity of modern corporate America, and realized… that the idiot in fact was me. I hadn’t paid attention to the fine print which clearly stated their software was not created for my computer.

“Oops” I thought, and called their customer service number to see what help I could find hoping for a 24 hour refund policy. I spoke with a customer service rep who informed me that “…although he was sorry, he could not apply a refund, or exchange for another product.”

Now at this point I was getting a little frustrated. I had just spent a lot of money on a product that didn’t work, and although technically it was my fault (okay fine, it was my entire fault) I wanted some help. Now I had two choices on the phone. I could scream and yell at the rep. stating how uncaring and cold hearted he was and then demand to speak to someone “who know what was going on over there”. Or I could thank him for his help, and the work he was doing, but kindly ask to speak with a manager who could make the decision to refund my purchase. I chose the latter, thanked him  adding he was very good at being patient with me. and was then transferred to a manager who quickly resolved the issue and gave me a full refund.

I was happy. The company was happy. And the customer service rep (who I needed to help get me to the right person) was happy, or at least knew that he was doing a good job.

As customers, good customer service can be just as much in our control as those who are doing the serving. A compliment joined with a complaint can go a long way.

Return on investment…..when you buy something, like it, get a lot of use out of it, and if it doesn’t have a lot of repairs, it was a good deal right?  Well, it isn’t always that easy.

Because I work in the training industry, I am often asked the question, “How do I measure the ROI?”  I am directly involved in our customers’ implementation plans and the one item that is stressed during this process is setting up measurement criteria in three major areas that they want to see improvements.

Now, depending on what this product is, these areas will vary.  Think of it as setting goals for the product.  What are the expectations and where will this product make a difference?  What obstacle will this product hurdle?  Once these are identified, I suggest reviewing these at least every 90 days.  Whether you are measuring for business or personal ROI, reviewing these criteria will do two things:

1. Identify successes and challenges in the past 90 days
2. Clarify what needs to continue, improve, or change during the next 90 days

There are many online tools that are at your finger tips to help with this process.  You can find blogs, forums, product reviews, videos etc that other consumers have posted.  Information directly from the manufacturer can also be found online.  I don’t know a magical mathematical equation that will work every time, but I know that most of us have purchased something in our life and felt that we didn’t get what we paid for.  Reflection on that experience may help with awareness for the next time.  I would love to hear ideas or processes that you have in place to measure ROI.

What exactly does being organized mean?  Does it mean that you remember everything you need to do for the day?  Does it mean that you have a place for every piece of paper that comes across your desk?  To me, being organized is being in control.  To be in control is to be proactive as opposed to being reactive.

Organization starts by having goals.  Goals for the hour, morning, day, month, year etc.  Once I have identified my goals, I write down what I need to do to accomplish them.  This helps me clarify where I am now and where I need to go.  Some experts suggest that you take it one step further and rate or number your tasks by priority. 

Now, how do you respond to the many events and circumstances that present themselves throughout the day?  For example, you are focused on a task that needs to be done today and the phone rings.  Do you: a) answer the phone or b) let it go to voicemail.  Before you answer think about this…..if you answer the phone you may lose your train of thought, get into a conversation that takes more time then is necessary, and you may even sacrifice getting your task completed.  If you let the call go to voicemail…..you stay on task, you may even finish your task, and you can call the person back with 100% focus on their question or concern.  Option B sounds like a Win-Win situation!

As one of our TTN course providers notes, there are a list of time wasters to be aware of throughout your day:

• Telephone interruptions
• Meetings
• Drop-in visitors
• Fatigue
• Inability to say “no”
• Poor delegation
• Lack of deadlines
• Poor filing system
• Socializing
• Gossip
• Unclear communication
• Poor instruction or unclear line of responsibility

 Did you nod your head while reading through this list thinking, “Yep, I encounter at least on of these every day!”? 

Try focusing on being proactive instead of reactive throughout your day. This will help manage your time and lower your stress level… and I’m sure we can all use that. Adding some specific organization to your day can help you feel in control and accomplish more on your list.

“The five essential entrepreneurial skills for success: Concentration, Discrimination, Organization, Innovation and Communication.”

                                                                          -Michael E. Gerber

I don’t watch a lot of TV, but I will admit there is one show I’ve begun to watch this month that is quickly becoming a secret addiction of mine. On CBS there is a new series called UNDERCOVER BOSS and on Sunday evenings you can usually find me glued to the tube for the week’s episode.

For those of you who may be unfamiliar with this particular piece of popular programming I’ll briefly explain. Executives from large corporations such as Waste Management, White Castle, and 7- Eleven appear on the show allowing television crews to follow them as they go “undercover” and find both the good and the bad of their corporation’s inner workings. Through the week both employer and employee learn from each other, and create a new perspective on how to make  better teams in their organization.

The premise may sound a bit cheesy (let’s face it most media saturated reality shows are), but I can’t help but smile at the end of each episode. I love seeing the upside- down model of leadership and its impact on those leading. Sometimes life’s most important lessons can be learned at the bottom, rather then the top, which can be humbling for each of us.

Personally I have begun taking this mindset into the office. Are we truly taking time to learn and grow from those who are “doing” it, or do we dictate rules and regulations without the opportunity to be taught ourselves? It’s a hard question to ask ourselves, and one that I don’t immediately know the answer to.  However it is something that I will continue to ponder… next Sunday in front of my television.

On my way to work last week, I noticed a new billboard sign along the side of the highway. In simple black letters against a white background, it read…

Recession 101- Your self worth will always be more important then your net worth.

I spent the rest of my commute mulling over these words. How do we learn to measure ourselves? Have you “made it” in life when you have the six figure income, and nice house in the good part of town? Or is there a something more?

In the business world, it can be very easy to put a higher value on concrete measurements such as income, benefits and the title of your job. These are all good important things; however, I think that the less tangible items are what truly compliment our success. I cannot put a price on working with people who I respect and challenge me to grow, nor can I find the worth of giving 100% on a project.

What I love about working in the training industry is the excitement that comes with learning something new. Learning leads to change, change leads to growth, and growth can never be a negative ROI.

My small and humble thought for myself (and you reading) is…how am I judging my worth today? Is it with numbers or my investment to others? What is my worth and how can I make it grow?

I’d love to hear your thoughts! What do you think of the billboard quote? What are ways the we can measure our self worth and invest in it?

Cabin fever: extreme irritability and restlessness from living in isolation or a confined indoor area for a prolonged time.  Is this a term that is used only in the Midwest?  I can’t imagine that anyone in Florida or California experiences the feeling of cabin fever.  I saw a news report a couple of nights ago stating that there were 35 days until the official date we can declare the Spring season.  I have to tell you, knowing that tidbit of information helped put a spring in my step the next morning.  I could have very easily looked at my calendar and found out this information, but I didn’t realize that it was important to me or would change my attitude until I heard it that day.

Influence: to have an effect on the condition or development of.  Have you ever seen a commercial for some sort of food item or restaurant and then find yourself feeling hungry?  Have you ever heard the phrase, “Smiling is contagious”?  Every day we encounter something or someone that may influence a thought or feeling.  Small things that you see or hear may change your thoughts or feelings; possibly from a negative to a positive.  With that in mind, how can you contribute and be a positive influence?  Smile at someone you pass today, hold the door for someone that has their hands full, tell someone today that you appreciate them or their service.

“I am only one, but still I am one. I cannot do everything, but still I can do something. And because I cannot do everything I will not refuse to do the something that I can do.”  – Hellen Keller

Today we live in the land of “the instant” (and I’m not talking oatmeal). Technology has made our communication always available and always now with cell phones, emails and texts messages. As if those aren’t quick enough, social media applications like Twitter, Facebook, and the new googlebuzz have cut down the waiting (and reading) time for feedback, ideas, and comments.

As a twenty-something I cannot express how much I love this “at- your- finger- tips”  kind of communication. I use it constantly to stay in touch and stay on top of what I need to get done during the week. With instant communication I can share exactly what I am thinking, at almost the exact time I think it.

However , I’ve begun to believe that this “insta-talk” can also have its drawbacks. Sometimes my first thought isn’t the best or most helpful one to share with others (shocking I know). How many of you have quickly responded to an email from a co- worker only to wish you could un- send and put the words back in your mouth? I think that with instant communication we often send out the first rough draft of our thoughts, rather then the published edition.

It’s with this thought in my mind; I can’t help but hear my mom’s voice , “Erica, think before you speak!” Just because I can communicate instantly doesn’t mean I should. Sometimes the best way that I (and you) can speak with others, is by taking a few extra moments to keep our mouth shut.

On February 2^nd of every year, we depend on a little critter named Punxsutawney Phil to tell us if we are going to have 6 more weeks of winter or if we are going to have an early spring. If he sees his shadow there will be 6 more weeks of winter, but if he doesn’t, the whole world rejoices, well at least everyone here in Minnesota, because spring will arrive early!  It is breaking news all day long and Groundhog Day news continues for days after this much anticipated event.  In 1993 there was even a movie released, Groundhog Day (clever name), starring Bill Murray and Andie MacDowell.  Phil (Bill Murray) is a local weather man who travels with his producer, Rita (Andie MacDowell), to Punxutawney, Pennsylvania to cover a story about a weather forecasting “rat” (as he calls it).  Phil wakes up the following day to find out that it is Groundhog Day yet again, and again, and again forcing him to spend the rest of eternity in the same place, seeing the same people do the same thing EVERY day.

Have you ever felt that way?  I know I have, the feeling of monotony and same “stuff”; different day repetition. If you asked most of us we may say we would invite positive changes in our lives, but would not be able to take the first steps toward it. Change has to be one of the most uncomfortable things that we go through.  It doesn’t matter if it is in your personal or professional life.  Although change is most of the time a positive thing, it can be portrayed as negative.  If you look back and reflect on your day, your week, month, year etc. does it look similar to what Phil went through?

For a lot of people, 2010 is a fresh start for those pesky New Year resolutions.  Exercise more, take a vacation, write that thank you letter that you keep putting off, get more organized, save money and the list goes on.  In a recent article posted on TIME Magazines website, author Maia Szalavitz states, “…poll[s] also found that while 65% of people who made a resolution in 2008 kept their promise for at least part of the year, 35% never even made it out of the gate.”

Sound familiar? We find a great way to change and improve our life and then we forget about it.  It becomes a dusty memory sitting in our closet of “should haves”.  The good news is…it’s only February 4, 2010.  Starting late is always better then never starting at all!  Pull out your list and look at it again.  When you wake up tomorrow are you going to feel like Phil and have yet another Groundhog Day or is it time for some small changes in efforts to reach your larger goals?

No man ever listened himself out of a job.

                                                          -Calvin Coolidge

In college I had a professor who always made it a point to emphasize with students what it meant to really listen while working with others. He stated that sadly we often live in a “debate” society. We each speak our opinion and the many reasons its right and then politely pretend to listen to the opposition’s point of view, only to be impatiently waiting for our turn to speak again. He always ended his lectures saying “You got two ears and one mouth for a reason. Use them accordingly.”

 Listening is an essential tool that should be used… well… everywhere. In listening we are better able to understand the needs of our clients, kids, co-workers, spouses, friends, parents, strangers, neighbors… the list could go on but I think you get the picture. When you listen, you give people what they are asking for, not what you think they want.

Listening is more then just not talking, and nodding your head in agreement. To truly listen to another person is to work at understanding them. You listen to their words and watch their body language. Do they seem upset? Excited? You listen to what they are saying, rather then just their words. “I am really frustrated with that inconsiderate decision she made” usually means more then just “I am feeling the emotion of frustration.”

We ourselves find more satisfaction when we are listening to others. I know for myself I prefer to take the time with those around to me to understand and provide a solution, rather then being another part of their problem…and I can’t do that without first listening with my ears and not my mouth.

I work at TTN corporate headquarters located in Minneapolis. Here in Minnesota, each season we have a lovely winter tradition known as THE WINTER WEATHER TRAFFIC ADVISORY (insert scared shudder here).

When Mother Nature decides to throw her worst with inches of snow, freezing rain, and black ice onto the highways, the morning and evening commute can become a waiting game of stand still traffic, and trying not to spin out into a ditch.

When I first started working for TTN (a recent graduate from college) I laughed when people mentioned their bad weather blues. “How bad could a little snow be?” I thought. “They’re just tiny flakes! They can’t make that much of a difference.”

I quickly changed my tune after my first snowy commute, which consisted of me sitting in my car for 2 ½ hours (a drive that usually took me 30 minutes).  Since then I have begun trying to find ways to avoid, and perhaps even enjoy these tenuous traffic tides. Heres a list of some of the ideas that I’ve found helpful.

Check the weather the night before: Knowing what’s coming before it hits is always a good idea. Depending on what the meteorologist says, you can adjust what time you leave… instead of madly scrambling out the door.

Know your back roads: On really snowy days I try to take the road less traveled. Taking back roads and alternate routes can sometimes help with your time, and your nerves.

Keep it cool… not cold: Sometimes no matter how much you plan, slow moving traffic happens. It’s always better to be take things slow then ending up on the side of the road, late to work and a car to repair.

If you have some good ideas or tips on traffic I would love to hear it! I’m sure I could use your ideas for the next winter storm.