Back To The Future

Can you believe it has been close to 30 years since Marty McFly first traveled to1955 in Doc Brown's DeLorean?  The year 2015 is fast approaching, and so I am wondering how close we are to inventing that hoverboard, those self-lacing shoes, the clothes that dry themselves, the food rehydrator...  I guess we will find out soon enough.  When "Back To The Future" came out, I couldn't even imagine being old enough to see 2015.  But the traveling back in time really fascinated me.  If you had a time machine, and could go back in time, to before you were born, where would you go?  Who would you visit?  What history would you attempt to "rewrite"?  There are so many places I'd like to go, but I would love to meet our Founding Fathers.  Perhaps even witness the signing of the Declaration of Independence.  Back to a time when America was founded on this philosophy: "We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness."  Oh how things in this country
would be different if I could bring George Washington back with me! 

St. Paddy's

OK, so why exactly am I sitting here wearing a green tie with shamrocks, and why do I have corned beef and cabbage waiting at home for dinner?  While I can claim a tiny bit of Irish in me, I suppose my activities today have more to do with making today fun!  I think every month should have a fun holiday where we can celebrate something.  Legend has it that St. Patrick originally used the shamrock, a green three-leaved plant to explain the Holy Trinity to Irish Pagans.  The March 17th celebration in his honor has been celebrated by the Irish since as early as the 9th century, though I don't think they were all drinking green beer....  As for me, I don't know if my wife has any Irish in her, but I will go kiss her anyway, and I will leave the green beer to my friends who choose to drink it.  Happy St. Patrick's Day!

Marshmallow Peeps

My craving has already begun.  It's not even St. Patrick's Day yet, and here I sit craving some Marshmallow Peeps.  Love them or hate them, Marshmallow Peeps have been appearing in Easter baskets across the country since 1953, when candy maker Sam Born, owner of Just Born, Inc., purchased the Rodda Candy Company.  They were best known for their jelly beans, but also produced a small line of marshmallow products, including the Easter Peep.  They were hand made at the time, and Born, with the help of his son Bob, developed machinery to make the Peeps, and the rest is history!  They are now available in different shapes, forms, flavors, and colors for various holidays, but is still the original, yellow Peep that I crave today.  Good thing for me Easter candy has been on sale since Valentine's Day :-)

Where Are Your Manners?

Why do I see so many children running around these days with absolutely no manners?  I know that I misbehaved as a child, but I also know for a fact I never behaved that badly, mainly, because I am still here to write this blog!   Now I am not writing about being abused as a child, but yes, I received my share of beatings.  Didn't we all back in the day?  I believe the term is "tough love."  Even those who acted up in school were subject to "the paddle."  Kids my age just learned the hard way how to behave.  And we were taught manners.  Saying "please", "excuse me", and "thank you"; holding the door for people, especially women; covering your mouth when you cough; whispering in the library; respecting our elders...  Now that I am approaching "elderly", I see less and less of these simple acts we know as manners.  So who is to blame?  Should we expect children to be taught these things in school?  I think not.  I believe that if anything is to change in the world today, it begins in the home.  It should be the responsibility of the parents to educate their young ones on how to act, how to behave.  These fundamentals can then be reinforced by teachers in school, and at church, but if they are not learned originally at home, at a young age, it is unlikely that teachers will have much influence.  In "The Family - A Proclamation to the World", the First Presidency and Council of the Twelve Apostles of the Church of Jesus Christ of Latter-Day Saints state "Parents have a sacred duty to rear their children in love and righteousness, to provide for their physical and spiritual needs, and to teach them to love and serve one another, observe the commandments of God, and be law-abiding citizens wherever they live. Husbands and wives—mothers and fathers—will be held accountable before God for the discharge of these obligations."  Parents, teach your children!  They are the future, and without strong, responsible young men & women, the future doesn't look as bright as it should!

The Chick-fil-A Difference

On a cold, rainy Saturday in January, I spent most of the morning & early afternoon moving.  I was tired, wet, and hungry.  Imagine my surprise when I pulled into the parking lot at Chick-fil-A, and was met by a young man with an umbrella, who escorted me to the building.  Thanking him for this incredible act of kindness, he replied, ‘It’s my pleasure.”  And I believe him!  Speaking to management afterwards, I was told that the employees look forward to rainy days, and having the “pleasure” of assisting guests into the restaurant.  And notice that they are not customers – they are guests!

The small phrase, "It's my pleasure" is one of the most encouraging I've ever heard, and I think it is such a perfect design. To think someone takes pleasure in making my day a little easier, smiling at me and serving me is special.

 To let a customer know that your whole goal when you walk in the door is to serve and you take pleasure in that, elevates their day and elevates your job! Those three words may seem so small and so trite, but I believe if more people could truly take pleasure in what they do, they would be transformed. Sure, they train and require everyone to say it, but it is a reflection of the company’s heart and soul. The company really believes they are serving you, the customer, and that the thanks is all theirs.  Their corporate purpose is unheard of - "To glorify God by being faithful stewards of all that has been entrusted to us, and to have a positive influence on all who come in contact with Chick-fil-A."

Although there are probably a variety of reasons why so few companies consistently and genuinely communicate gratitude, I suggest that few do it because few actually believe the thanks is all theirs. Many companies behave as though they deserve customers. Many of their employees believe they deserve the job those customers afford them. The perspective that one is owed, whether subtle or blatant, erodes efforts to establish a habit of communicating gratitude.
What if every company and employee operated as though nothing was owed to them? Would they be more appreciative of the opportunity to serve each customer? What do you think?

We’ve all been the recipient of bad customer service at one time or another.  How did that make you feel?  Did you complain?  Was your issue resolved? Did you tell others about your bad experience? Would you be willing to use that same service in the future?

Now think of those same questions in regard to a positive experience you’ve had.  How did you feel?  Did you compliment the person giving great service?  Did you tell your family & friends? Do you look forward to using that service again?

The conversation around how you talk to customers could be a lecture entitled “The Chick-fil-A Difference.” In the drive-thru, when you say “thank you,” the Chick-fil-A employee always replies “my pleasure.”
The “my pleasure” policy instituted by the company’s founder, Truett Cathy, was inspired by a visit to the Ritz Carlton. When Cathy said “thank you” to the man behind the counter, he responded, “My pleasure.” Out of this exchange, Chick-fil-A’s novel idea was born: treat customers as if they’re at a luxury establishment.
This model continues to distinguish Chick-fil-A from its competitors, highlighting the importance of the little ways you communicate with customers. Below are a few words and turns of phrase that will set you apart from the crowd.

At least one of these six words should make their way into every conversation with a customer:

·         Delighted

·         Absolutely

·         Pleasure

·         Happy

·         Sorry

·         Yes

The positive triggers common to these six words are that they are active, genuine and upbeat. They’re not noncommittal, and won’t be misconstrued as the robotic delivery of a company script.

The phrase “let me see what I can do” sets customer expectations somewhere between low and zero.  Amend your company handbook and ban that one immediately.

Set the bar much higher using one of the phrases Entrepreneur magazine says embody the magic words customers want to hear from you:

·         "How can I help?"

An open-ended question that invites the customer to tell you, in detail, what they want and need.

·         "I can solve that problem."

This direct, actionable response is just what a customer wants to hear from you.

·         "I don't know, but I'll find out."

You are a problem solver, but you don’t have to know all the answers. Customers will appreciate your honesty and find a correct answer worth the wait.

·         "I will take responsibility."

Step up and let a customer see that you, a real human—not some faceless company agent—personally cares about the outcome of their issue and will make sure they’re happy with how it gets resolved.

·         "I appreciate your business."

Say this genuinely and clearly before you part ways. This reminds customers that you never take their business for granted.

See the connection in these five phrases? Always use “I.” You are not a “we,” even though you are representing the company in this interaction. The more personable you are in your communications, the better.

If you noticed I didn’t say the customer is always right. That’s because they aren’t. Customers are human and they do make mistakes.  However, if you find a way to make them feel as though it wasn't their fault then you may just have a happy fan for life.

Bon Appetit!

Samantha is hooked on watching the movie "Julie & Julia", which chronicles the efforts of Julie Powell, as she works (and blogs) her way through Julia Child's cook book - "Mastering The Art Of French Cooking." So I often find myself saying "Bon Appetit!"  But what exactly does that mean?  The literal French translation, would be good appetite.  Well, that would certainly apply to me - I've always had a good appetite!  But what someone is really saying, when they say "Bon Appetit", is enjoy your meal.  And, in most cases, I certainly do enjoy my meal!  But I also enjoy cooking, and everything I've cooked for Samantha in the past has been from memory, so watching this movie with Samantha makes me want to try some of those recipes.  Maybe I should go check out the cookbook from the library.  Actually I'm looking forward to doing so, and later tonight we can wish each other "Bon Appetit!" 

Spring Ahead

I think I have always dreaded the "Spring Ahead" part of Daylight Savings Time - you know, losing that precious hour of sleep each spring?  Of course that means I LOVE that extra hour of sleep when we get to "Fall Back".  But this year, it totally caught me off guard.  I had no idea that the clocks jumped ahead one hour yesterday morning, until I looked at my cell phone and couldn't begin to figure out why it was one hour faster than my alarm clock. I understand the concept, giving us that extra hour of daylight during the summer months, and the obvious benefits and disadvantages; I just wasn't expecting it so soon.  Doesn't it usually happen at the beginning of April, or at the very least, no sooner than Easter, or the actual arrival of Spring (March 20)?  Arizona does not even have Daylight Savings, and I guess that makes sense- why would anyone living where the sun is always shining, want an extra hour of it?  To me it just seems like a waste of time.  Literally, a waste of time....  at least until I get my hour of sleep back in November :-)