Thursday, December 8, 2016

Better than Golden Customer Service- Platinum!


6/27/12 Better than Golden Customer Service

 

You've heard of the Golden Rule coined by Jesus in the Sermon on the Mount... "In everything, do to others what you would have them do to you." This is a great rule to live by and fine in a customer service environment such as we work daily. But, couldn’t we take this a bit further and adopt the Platinum Rule … "Treat others the way THEY want to be treated." Our job in customer service is to meet our customers’ needs as they perceive them. Our own needs are really not relevant in that interpersonal experience. The customer's own desires are key! But, could we take this even further? Bryan K. Williams, a customer service consultant, coined the idea of the Double Platinum Rule; "Treat others the way they don't even know they want to be treated." Anticipate and meet their needs before they even conceive of them. This is one of the greatest ways to create satisfied and returning customers. We should suggest activities, services or process steps that the customer hadn't considered yet to provide more holistic service than only that within the limited scope of our office or normal daily work. This consideration requires that we make ourselves aware of other offices’ activities and processes besides those in which we normally experience.

Monday, October 31, 2016

The Choice of Costume


10/31/16 The Choice of Costume



Are we subconsciously (or consciously) telegraphing anything about our self with our choice of Halloween costume? Surely we are trying to say something to the world. Of course, it could be something as benign as desiring to bring whimsy or causing a shock. But, I wonder if we could really be indicating more about how we see our own place in the world. Do I put on a Superman costume? Einstein? A zombie (probably holding an empty bag of coffee grounds)? A presidential candidate? Why did I choose these costumes? Are they really costumes or some sort of greater aspiration or revelation?

And, that’s just thinking about Halloween. What about the rest of the time? Do we not “put on” a certain persona for various social and professional situations? Do we code switch to speak and act differently as we are interacting with our customers? This is just a necessity in life- especially in our professional lives. Because, we can’t act out at work on every intense feeling we are experiencing in our personal lives and, vice versa, we can’t go home and yell at our loved ones because of a crappy day at work, right? And yet, we also crave authenticity.

So, how do we balance all this? The answer seems to be to put on our best selves all of the time (easier said than done). But, “don’t let yourself be someone’s everyone, and don’t let someone else be yours. There is no balance in that.” We don’t put on our best self to please everyone else but to satisfy our own spirit’s longing to be real with the world. Maybe, I should wear a superman shirt under my work shirt everyday if I need to exude more courage? Writer Doug Coupland wisely wrote, “If human beings had genuine courage, they’d wear their costumes every day of the year, not just on Halloween.” So, what’s your true costume? What should you be wearing today? What should you wear every day?

Monday, August 22, 2016

Managing the Wait


5/6/13 Managing the Wait

 

In our world, we wait. We wait for lots of reasons and as individuals we must learn to manage ourselves while we wait. In our place of business, our customers will certainly wait at times. During peak busyness periods they will wait more than during others. As purveyors of great customer service, we must be conscious of how the wait will be received by our customers and how we manage it as professionals and as managers.

 

Patricia Lotich wrote a great article on this topic for EzineArticles.com. In it, she wrote, “It is unfortunate that organizations often get so wrapped up in the performance of delivering a service that they lose sight of the service experience. When was the last time that you assessed your service through the eyes of the customer?” When we was the last time we sat in our own lobby? How do our customers receive their welcome measured on their wait? What sorts of conditions help you to feel positive about a waiting experience you’ve had?

 

In my opinion, the two biggest tools for providing a positive wait are friendliness and ongoing communication- the communication of the concern for your wait and of the realistic time to expect to wait especially. I have waited for doctors who were known for their great interpersonal skills and desire to answer patients’ questions. The staff of those doctors would call ahead and indicated if the doctors were running behind. What are some ways we can be innovative in managing the wait? How do smart phones play a role in the wait? Could we have some funny or relevant texting-based surveys running at any given time on a computer monitor?  Could we have a list of recommended apps for our clients to view? Are their apps directly relevant to our work that we could recommend- or should we develop one?

Microagressions?


8/22/16 Microagressions?

 

Have you heard this word come up a lot lately? For me, it’s kind of a new addition to my vocabulary. I frequently hear it, or see it written, in the context of someone sneering about “this weak generation who must be coddled.” (See Clint Eastwood’s comments that I won’t repeat here). Free speech in public must absolutely be protected, yet the workplace and the educational environment are not public forums. We all work in this helping field because we value and desire to support the success of all people. We’ve become increasingly familiar with the requirements of Title IX and the Civil Rights Act which prohibit outright discrimination or harassment but also the creation of a “hostile environment.”

 

Usually, those of us committing microagressions do so unintentionally. We are operating under long-standing, culture wide norms that perpetuate stereotypes that the workplace belongs to a certain group and the rest of us are basically just guests at their table. I read a story this morning about a woman (one of the few) working in a Wall Street firm who was asked to be “the woman” on a panel discussing what it’s like to be employed for the company before a group of new interns. This woman was asked what it was like for women in that company. Her cautious and tentative opinion was quickly dismissed by the three other men on the panel who insisted it was a great place for women to work. They didn’t see the irony.

 

I’m sure I can provide examples from my own daily life. Consider if I ask a coworker who mentions his spouse and respond- intending friendliness- with, “Oh, what does your wife do as a career?” Why do I assume he has a wife and not a husband? Did my attempt at being friendly just become a microagression making my coworker feel excluded? Why am I so invested in such a heteronormative mindset? I am a person who desires to be inclusive, so why is it so hard to change my modes of speech and ways of thinking? And, yet, I am responsible to do so but it takes intentionality to do so. I try to make myself aware of my communication and have apologized for such misuses of language.

 

This next example was reported in a Huffington Post article on the subject by John Fitzgerald Gates. “Following a recent interview with General Motors CEO Mary Barra, NBC’s Today show host Matt Lauer was roundly criticized for asking Barra if she could be a good mother and effective CEO of a major company. In suggesting that Barra could not balance work and motherhood, Lauer made a judgment about the competence of female executives that would never be made about male executives, like him, who are celebrated for being power players in boardrooms and great fathers at home. He advanced an erroneous and bigoted narrative that women are inferior to men. In doing so, he demeaned working mothers and damaged his own credibility on such issues.”

 

I have seen such statements made about men taking “paternity leave.” “Why does he need to stay home for several weeks after his wife has a baby? What does he have to do with all that? (paraphrase)” Because, of course, child rearing is ONLY a woman’s job? Whatever the reason, there is much sexism in that microaggressive statement. It hurts as much as calling someone the N-word because it devalues and demonstrates that someone is “less than” if they don’t fit into some antiquated and illegal cultural norm.

 

Perhaps, and hopefully, the concept of microaggressions is coming up more because we are all increasing our awareness of being more inclusive in the world around us. We are wincing and holding accountable people who comment on the hairstyle of a world class gymnast when that would NEVER have been brought up about a male or a Caucasian. We are having social media discussion of such topics and making memes about it. But, in this workplace and educational environment, we are required by law and virtue to speak up and call out such microagressions to ensure that it is inclusive of everyone and not hostile. This is our challenge. This is our mission. This conversation must continue.   

Monday, June 27, 2016

Post-Decision Research?


6/27/16 Post-Decision Research?

 

As an educator and educated voter, I have been aghast at the information coming out of England since the Brexit vote for the United Kingdom to leave the European Union. It seems that many people voted BEFORE learning about the impact of their actions. The Brexit topics were all trending on Google. A common theme before the vote was that the populace was annoyed at the constant barrage of opinions of experts who make decisions based on data and research. These experts kept saying that the impact of the Brexit would be detrimental for world economic stability, but the average bloke didn’t care. They wanted to make a statement. They acted on emotion. Then, afterward, they suffered remorse and watched markets and currency values tank

 

In our work, how do we go about making decisions? How do these decisions govern our work? Are we attune to the results of data analysis and prevailing research in student success or best practices? Are we acting on emotions? Answering these questions prior to making decisions and taking action necessitates intentionality and prioritization. Otherwise, we might be scrambling to understand what we did after the fact.

Tuesday, June 7, 2016

Greener Grass?


5/26/16 Greener Grass?

 

We’ve all heard, and maybe used, the old saw about the grass being greener on the other side of the fence perhaps as a warning to ourselves or others, or perhaps to confirm that someone jumped the fence to find that the grass ended up being the same. This idiom’s agrarian roots harken back to cows always wanting to eat the grass in the next field, and is, of course, an analogy for a human’s typical penchant for coveting other folks’ wealth, jobs, families, spouses, houses, etc. But, really, we all know intellectually that each of those will indubitably come with their own difficulties and detractions.

I’ve modified this idiom as a reminder of to myself of why someone’s grass might be greener. This is because sometimes I need to remember that the grass is GREENEST over a septic field. It’s possible that someone’s waste sits just below the pretty surface of that lush greenery. And, I recently had another thought about this as well… Grass grows best and doesn’t get consumed by encroaching saplings and weeds when it’s mowed. We must make our meadow healthy by cutting out things that detract from it. We must cut back distractions if we want to maintain a lovely lawn of life. Where can the grass of our lives be greenest? Where we take care of it.

At this moment in time...


3/21/16 At this moment in time
 
We put so much into the concept of time- that is- OUR concept. Certainly, we experience different feelings and perceptions of time throughout our lives. A child measures time in the distance between snacks or recess or time with mom. We measure our time with our children in developmental milestones and in “the lasts”- e.g. the last time my pre-teen daughter bounds into my arms when I come home from work or the last time I change a diaper. We measure our work day in appointments, meetings and deadlines. We say and feel that time is money. We even talk about it like money. But, so much of our time is spent doing things that are beyond our control. Those of us who are control freaks hate this aspect of our lives and make every effort and multiple lists to mitigate such losses of control to our schedules (time). Of course we should act strategically and plan for future contingencies, but when they show up, all we can control is our response in that moment in time. So, mental preparedness can be an important activity. And this is one of the ultimate essences of what our lives look like- How do I respond to the stuff of life that is occurring at this moment in time?   https://www.youtube.com/watch?v=dO1rMeYnOmM

Tax Time


4/8/13 Tax Time!
 
As citizens and public servants of this nation, April 15 is a vital day for us. It’s a day about responsibility; our individual responsibility to pay our taxes as we are liable to do so, our corporate responsibility as public educators to manage the tax moneys we receive, and one in which our lawmakers must always be aware of their own responsibilities as stewards of the public trust and funds. We are all important cogs in many wheels. As educators and career advisors, we are bolstering each of these aspects of American society. We can be fiscally responsible with the funds we have received to operate our office. We promote an educated citizenry in which people with higher levels of education are much more likely to be an active influence on policymaking locally and nationally. And, we are helping our students and alumni acquire the tools they need to maximize their skills to become gainfully employed; thus taxpaying citizens. We make a difference for our individual students and alumni as well as for the very operation of our nation. Uncle Sam says, “Thank You!”

There will be loss...


2/8/16 There will be loss…

 

Today many people across the country are celebrating with the winning Super Bowl team. And, also today a different team/organization is asking themselves what happened. That team is mourning the loss of a (nearly) literal brass ring that landed just out of their reach. Today, they are losers. Ouchy!

 

As a parent, one of my roles is to help my kids learn to strive to be the best and to win- to win well and graciously. And, I am responsible to help them to learn to lose well. Losing is a part of life. Ultimately, someone must lose in most competitions- even the best teams and competitors will lose sometimes. Acclaimed coach, Tony Dungy, once said, “You may not win the Super Bowl. Your kids may not go on to be doctors and lawyers and everything may not go perfectly. That doesn't mean it was a bad plan or the wrong thing. It's just like a football season. Everything's not going to go perfect.” So, when we lose, how do we handle ourselves? If something doesn’t come out the way we thought it would, what do we do about it? Are we assessing what we could have done differently and making changes for the next time?

 

As an educator, I must, frequently, help a student think about and make plans to change what went wrong in a previous semester. I do that, though, after celebrating what was gained and accomplished. In life and learning, there doesn’t have to be losers. Life is a not a zero sum game. We may need to help students understand that their “loss” is an opportunity to improve and learn and move forward. Because, losing does not make someone a loser.

Monday, March 14, 2016

The Luck O’ The…Intentional?



3/11/13 The Luck O’ The…Intentional?

 

St. Patrick’s Day is coming. It’s a time when we might think about the concept of Luck… and maybe whether it might “come our way.” Over the last few years, our office has been remarkably successful in providing outstanding service to our students and community partners, and we have maximized our resources in the face of diminishing budgets and the number of staff. Have we just been lucky? Maybe, right? But what is luck anyway? In past quips, I have repeated a great definition of success as the confluence of preparation and opportunity.

Is luck (fate/kismet/destiny/providence/instant karma) in the opportunity? Maybe. But, don’t we make our own opportunities, too, when we keep our heads up and make our brains aware of them? And, when has anyone ever been successful when they couldn’t capitalize on an opportunity because they weren’t prepared?

We can NEVER get so lost in the crises of the moment that we cease to plan and prepare and be ready for an opportunity. We must intentionally set aside a portion of our time and attention to the consideration of new opportunities and to the creation of an environment that allows them to incubate. As Ernest Hemingway said, we must never stop doing what we do and being the best we can be because sometimes we will have “good luck” and become “better than we can” be. Let’s be intentionally lucky.

Monday, January 25, 2016

Expectations


12/14/15 Expectations?

 

Psychologist and author, Randy Carlson is noted for saying, “Expectations minus reality equals disappointment.” Have you ever experienced a sense of dread for a long time ahead of an impending, negative circumstance only to have it not happen? Did you find yourself oddly both relieved and yet disappointed? You had put so much mental energy into worrying about this upcoming badness and then it didn’t happen. You had steeled yourself and, maybe, built specific contingencies to accommodate any craziness that might arise from this tough situation… and it didn’t happen. Like WINTER IN MICHIGAN? There is literally no indicator in the long-term weather models that we will have a winter!

What will this do to our favorite past-time: complaining about the snow, cold, school snow days and bad drivers in terrible road conditions? It’s a little weird for us to think that we won’t have that tough situation. What will we do with ourselves? What do we do with unmet expectations? Truly we need to reset our mind and readjust our expectations. We help our students do this throughout our day- evaluate their situation and adjust their expectations to their current reality. Are we continually, also, doing this for ourselves? What will we complain about? Probably about not having snow. Or, maybe we won’t complain. Yeah. I know. I laughed, too.

Service from a Distance


2/25/13 Service from a Distance

 

Increasingly, we conduct business with and provide services to our students in online environments. We utilize the obvious email and web-site help forums but also social media and now Skype. For those of us who have been working in face-to-face student service and customer service jobs for a long time may find these virtual communications mediums a little uncomfortable. But this is the reality of the expectations of our digital native customers. We are used to “connecting” with our students in-person. We know and see the benefits of that personal connection. Yet, students don’t always feel the need to connect interpersonally with a human. Frequently they just want their needs met and have a built-in expectation that we would provide just as excellent and comprehensive service online as we do in-person. This, then, leaves us with (at least) two challenges… Provide outstanding service online and be cognizant of the consideration that many of our F2F customers might not be comfortable interacting in online environments. Are we meeting that challenge and exceeding those expectations?

To Resolve To...


1/25/16 To Resolve to…

 

So, how are your New Year’s Resolutions going? Did you make any? Why, or why not? Most people I know who don’t make them believe that they are more of a fad or the result of peer pressure than anything necessary. Certainly, we know that almost no one fulfills their resolutions. “Resolution” is a word with several meanings. We use the term relevant to New Year’s to describe our resolve to accomplish something. Consider author Alex Morritt’s thoughts, “Making New Year resolutions is one thing. Remaining resolute and seeing them through is quite another.” We could also use it to describe the solution to a problem. I have observed that we make “resolutions” to resolve a concern that we perceive plagues us; our health, our thought life, our habits, etc. Considering that we frequently use resolutions to end bad habits, I remember the classic Mark Twain quote, “Giving up smoking is the easiest thing in the world. I know because I've done it thousands of times.”


Quitting a bad habit does, probably, require several attempts. Changing something significant about our lives DOES take intention and a particular moment when we try to steel our resolve to tackle it. Find a resolution to your problem. Use all of your other faculties to control a really big one in your life/body that is holding you back. Use the same intelligence I see you use in your work to resolve the problem you are looking to fix. As Dejan Stojanovic quipped, “Now that we are all so smart, we don’t easily find resolutions.” The solution isn’t easy, but it’s worth working on. So, don’t quit quitting, and don’t stop starting! Never stop improving.