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Please know how much we appreciated your retail workshops on "Building Customer Loyalty." You have inspired not only sales associates, managers, and owners of stores, but also Regency Square's office, security, and maintenance staffs. Your emphasis on caring for customers on a human level increases retail profits and sales associate productivity and both of these increase the profits and value for a shopping center.

Nina Polm, CMD , Michael Sullivan, CSM , Regency Square Shopping Center

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Barbara's inspirational stories of service and simple models for caring communication have touched us all at Kaiser Permanente. She has reminded us of the healing powers of thoughtful, heartfelt interactions that will continue to transform the spirit of service at our facility. Barbara's message, when applied, is one of the best forms of preventative medicine.

Kimberly Walker, Customer Service Executive, Kaiser Permanente

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Idea of the Month from Barbara Glanz

Create a Human Level Database

This idea is excerpted from Barbara's book CARE Packages for the Workplace--Dozens of Little Things You Can Do to Regenerate Spirit at Work (McGraw-Hill, 1996) $14.95

THE IDEA:

Companies have databases on employees that contain business level information--education, previous experience, training, etc. I suggest that you create a database that contains interesting things about your staff on the human level.

THE IDEA IN ACTION:

Collect information about all employees such as:

• Special hobbies such as woodworking, furniture refinishing, crafts, cooking
• Special interests such as bridge, golf, theater, or horseback riding
• Do they speak another language?
• Do they play a musical instrument or sing?
• Do they like to draw or cartoon?
• Where have they traveled?
• Where did they got to school?
• Areas where they have lived
• Books, movies, and music that they like
• Favorite sports
• Organizations and support groups to which they belong
• Any other significant life experiences

You might even want to include spouses' hobbies and interests.

TIPS:

This becomes a terrific way to network internally. From this data can spring informal internal classes (sharing their hobbies and interests), travel groups, and even a company chorus or band. People can find others to help them out with problems both at work and at home, and the company will discover resources it never knew it had. Best of all, employees are considered as whole persons, not just as workers!

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