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Spreading Contagious
EnthusiasmTM
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In This
Issue:
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January/February
2010
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Where in the World Is
Barbara?
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News at Barbara Glanz
Communications, Inc.
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Idea of the Month --
READ!
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Three Things I've
Learned About Customer Service
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BARBARA CHOSEN AS
A "LEGEND" IN THE SPEAKING PROFESSION
In
August of this year, Barbara will be honored as
one of the "Legends" of the speaking profession
at the Veteran Speakers Retreat in
Pennsylvania:
"We are pleased to
announce that we will be honoring the following
veteran speakers as members of the 'Class of 2010
Legends of the Speaking Profession' at the
Veteran Speakers Retreat August 26-29, 2010, at
the Allenberry Resort in Boiling Springs, PA. Our
Master of Ceremonies at the Awards Banquet on
Saturday, August 28, will be Norm Rebin,
CPAE.
Ý
Our honorees, together with their
introducers will be: Larry Baker (George
Morrisey), Gil Eagles (Robert Mayer Evans),
Barbara Glanz (Naomi Rhode), Jim Rhode (Ed
Scannell), Manny Steil (Michael Aun) and,
posthumously, Bill Brooks (acceptance by Jeb
Brooks, introduction tentatively by Tony
Alessandra and Jim Cathcart) and Ray Pelletier
(Gayle Carson)."
It is great honor to
have been chosen, and I am especially delighted
to represent the women of the speaking
profession!
HOW BARBARA MET KEN
BLANCHARD
Watch the short video on
Barbara's blog about how she met her friend, Ken
Blanchard. You will discover that it all started
in the Ladies' Restroom, so go to her blog at http://barbaraglanz.com/blog/
and find out the real scoop! This video was
produced to help celebrate Ken's 70th birthday in
May at a party for all his co-authors at the
Rancho Bernardo Inn, in San Diego, CA. In two
weeks you will be able to view an interview that
Ken did with Barbara during the party about her
life and work and mission.
BARBARA
FEATURED ON THE COVER OF "WEST COAST WOMAN"
MAGAZINE
The feature story about Barbara
in the December issue of "West Coast Woman" was
titled "One Highly Motivated Motivational
Speaker" and included an informative article as
well as a collage of shots of Barbara in action.
If you are on our database, you will be receiving
a copy of the article in the mail in the next few
weeks. If not, just email us your contact
information, and we will send you a copy. IF you
want to see it immediately, here is the
link:
http://barbaraglanz.com/articles/bibliography4.html
TRIP
TO SOUTH AMERICA
Barbara will be
traveling to South America from February 9 to 23.
You can read her itinerary under the calendar in
this newsletter or on her website. Her
assistants, Tara and Michelle, will be taking
care of business while she is gone. She will
post a daily journal on her blog if you are
interested in hearing about the trip.
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THREE THINGS I'VE
LEARNED ABOUT CUSTOMER SERVICE
By
Barbara A. Glanz, CSP
I have been
working in customer service for most of my life.
As a high school and college teacher, I was among
the first to realize that I had customers. Later
as Manager of Training and then Director of
Quality in Training for Kaset International, an
award winning Times Mirror company that focused
solely on service quality, I designed customer
service training, trained customer service
trainers, and consulted regularly with senior
managers who were initiating service cultures in
their organizations. In the last few years I
have written four books on customer service,
including the bestselling book I co-authored with
Ken Blanchard called "The Simple Truths of
Service Inspired by Johnny the Bagger®," and I am
in demand as a speaker worldwide on the
topic.
During that time I have come to
three realizations about customer
service:
1. You cannot mandate customer
service. Management can threaten, punish, train,
reward, cajole, and yet if an employee does not
want to give good service, it simply will not
happen. I have seen the very best skills
training programs installed, performance reviews
that reflect service attributes, reward and bonus
programs that are extraordinary, and even threats
of job loss, yet some employees simply choose NOT
to give good service.
2. Customer
service comes from the inside out. As I have
watched people at all levels in organizations
throughout the world, both public and private, it
has become very clear that in order for employees
to give good service, we must win their hearts
and spirits to WANT to serve, not out of loyalty
to the organization or the boss but simply
because they want to make the world a little
better place. As I wrote in the book with Ken,
"Great service comes from the heart!"
3.
Giving good service involves creative, "out of
the box" thinking.
Those who give the best
service do so by offering options, alternatives,
and new ways of doing things. Instead of saying
"no" to a customer's request, instead they focus
on what they CAN do. They bend the rules for
their customers, and they ALWAYS meet the
customer's human need for kindness, respect, and
understanding even if they cannot in some
creative way meet his or her business need.
What does this mean to you as a
manager? Training, rewards, threats, and
policies are not enough. First, you must hire
wisely, and second, you must model the qualities
you desire in your employees as you interact with
them. Ultimately, the way you treat people
internally will be exactly how they treat their
customers. How are you treating YOUR
customers?
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DECEMBER
15 Lanxess,
Pittsburgh, PA
21-27 Portland,
OR
JANUARY
8-10 Hattiesburg,
MS
FEBRUARY
9-11 Rio de
Janeiro, Brazil
12 Buzios, Brazil
13
Ilha, Brazil
14 Parati, Brazil
15 Sao
Paulo, Brazil
16 Itajai, Brazil
18 Punta
del Este, Uruguay
19 Montevideo,
Uruguay
20 - 22 Buenos Aires,
Argentina
MARCH
8 Webinar,
Recognition Professionals International
18
Spectrum Healthcare, Grand Rapids,
MI
APRIL
7 Hold, NCCC,
Orlando, FL
9 Hold, Andrea Evans, AZ
13
Hearst Leadership Conference, Arrowood, NY
21
Hold, Catholic Charities, Dallas, TX
29
Hold, Michigan Hospital Assn.
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"The man who does
not read good books has no advantage over the man
who can't read them."
Mark Twain
"In a very
real sense, people who have read good literature
have lived more than people who cannot or will
not read . . . it is not true that we have only
one life to live; if we can read, we can live as
many more lives and as many kinds of lives as we
wish."
S. I. Hayakawa
Some say one way
of dividing up the world is between those who
need to read in order to feel alive and those who
don't. I have always been a lover of books, and
reading is a part of the fiber of my very being.
I can't imagine my life without books! The first
childhood book I remember is "The Little Rabbit
Who Wanted Red Wings." Its lesson was about
being satisfied with who and what we are and not
trying to be like someone else, a message I think
we all need to remember in this world of ours.
What is the first book you remember? How has that
book impacted your life?
I always have
three different kinds of books I'm reading at any
one time:
* A BUSINESS book -
Something usually on one of my speaking topics,
current events, or a biography of someone I
admire.
* A SPIRITUAL book - Something that
challenges me to be a better human being.
* A
"FUN" book - This is often a novel or something
funny.
As a former high school and
college English teacher, it is always important
to me that these works are well-written. Many of
the recent "fun" ones have come from Oprah's book
list, but I also value recommendations from
friends and colleagues.
I read
several periodicals regularly, again on a variety
of subjects - "Fast Company," "HR Magazine," "The
New Yorker," "Oprah, " "People," "Training &
Development", "Business 2.0", as well as two
newspapers.
Here are some of the books
in each category that have recently impacted my
life - those that I can never lend to someone!
BUSINESS Books:
"Blink,"
"Tipping Point," and "Outliers" - Malcolm
Gladwell
"How Full Is Your Bucket?" - Tom
Rath and Donald Clifton
"The Carrot
Principle" - Adrian Gostick and Chester
Elton
"Encouraging the Heart" - Kouzes and
Posner
"Love Is the Killer App" - TimSanders
"Love
'Em or Lose 'Em - Getting Good People to Stay" -
Beverly Kaye and Sharon Jordan Evans
"Love
and Profit - The Art of Caring Leadership" -
James A. Autry
"On Writing" - Stephen
King
"Whale Done" - Ken Blanchard, et
al
"Living in Balance" - Levy and Levy
SPIRITUAL Books:
"Eat, Pray,
Love" - Elizabeth Gilbert
"Growing Wings" -
Kristen Jongen
"Three Cups of Tea" - Greg
Mortenson
"One Simple Act - Discovering the
Power of Generosity"- Debbie Macomber
"Half
Time - Changing your Game Plan from Success to
Significance" - Bob Buford
"As a Man
Thinketh" - James Allen
"Practicing the
Presence of God" - Brother Laurence
"Gift
from the Sea" - Anne Morrow
Lindbergh
"Splashes of Joy in the Cesspools
of Life" - Barbara Johnson
"Kitchen Table
Wisdom - Stories that Heal" - Rachel Naomi Remen,
MD
"What's So Amazing About Grace" - Philip
Yancey
"Riven" - Jerry Jenkins
"Stillness
Speaks" - Eckhart Tolle
"The Last Lecture" -
Randy Pausch
"A Better Way to Live" - Og
Mandino
"When I Loved Myself Enough" - Kim
McMillen
"FUN" Books:
"I Am the
Messenger"- Marcus Zusak
"The Glass Blower of
Murano" - Marina Fiorato
"Loving Frank" -
Nancy Horan
"Snow Flower and the Secret Fan"
- Lisa See
"Talk Before Sleep" - Elizabeth
Berg
"The Boleyn Inheritance" - Philippa
Gregory
"Keeping Faith" - Jodi
Picoult
"Beach Music" - Philip
Conroy
"Pay It Forward" - Catherine Ryan
Hyde
"The Secret Life of Bees" - Sue Monk
Kidd
"Stones from the River" - Ursula
Hegi
I also have a collection of
children's books with adult messages that always
touch my heart.
CHILDREN'S
Books:
"The Old Turtle" - Douglas
Wood
"An Angel for Solomon Singer" - Cynthia
Rylant
"Stella Luna" - Janell
Cannon
"Somebody Loves You, Mr. Hatch" -
Eileen Spinelli
"Be Good to Eddie Lee" -
Virginia Fleming
"Walter the Farting Dog" -
William Kotzwinkle and Glen Murray
"Alexander
and the Terrible, Horrible, No Good, Very Bad
Day" - Judith Viorst
One suggestion I
have for you is to keep a notebook or a "reading
journal", listing all the books you have read
that year and a comment or two about each. It is
fascinating to go back and see how you have been
spending your time! I also encourage you to
champion reading to other people in your life,
particularly your children. I wrote about a
habit I started with mine in my book, "CARE
Packages for the Home - Dozens of Ways to
Regenerate Spirit Where You Live:"
"When
the children were quite young, I bought them each
a bright-colored notebook that was their 'Reading
Record' and I gave them a special jar for 'book
money.' Whenever they read a book on their own,
they recorded the author, title, and one thing
they liked about the book on a page. As they
grew older, I asked them one question for each
book that they recorded such as: 'Who was your
favorite character? What made you laugh in the
book? What is one lesson you learned from the
story? Who in the story would you like to meet?
Where did the story take place? What part was
your favorite? Who didn't you like and why?'
Then for each short book that they recorded, they
got 10 cents in their book money jar, and for
every longer book, they got 25 cents. That way
they always had money of their very own to buy
new books!"
The newest research shows
that the more we use our brains, the longer we
will be able to live vital, interested and
interesting lives. In my experience, one of the
hallmarks of a lifelong learner is a love for
reading. I hope you will find new horizons to
explore in your choice of reading from this
article. But always remember this thought from
George Christopher Lichtenberg:
"A book
is a mirror; if an ass peers into it, you can't
expect an apostle to peer out!"
Happy
reading!
P.S. My son just gave me a
Kindle for Christmas, so I am looking forward to
a new reading experience as I travel. ;-)
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© Barbara Glanz Communications,
Inc. 2010. All Rights Reserved.
Permission is granted to reproduce or
forward this newsletter with copyright and
contact information intact. If you are receiving
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To stop receiving it, write UNSUBSCRIBE in the
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Back to www.barbaraglanz.com.
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