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Spreading Contagious
EnthusiasmTM
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Quotations of the
Month
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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--Changing the Workplace Environment, One
Person at a Time
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Customer Service
Angels
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Special for Teacher
Appreciation - Book plus DVD for $12.00
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NEW
ASSISTANT--Best Wishes to Tara and Hello to
Laura
I will really miss Tara O'Gorman,
who has been my trusted assistant for 2 + years,
as she and her family are moving to Vancouver,
Washington. Everyone who has worked with her has
expressed how friendly, efficient, and
service-oriented she is. Although I hate to see
her go, I know she will be happy in the
Vancouver/Portland area just like my two
daughters who never want to leave.
Laura
Roberts is the mother of two wonderful boys and
the husband of Greg, who is in the insurance
business. I am delighted to have her expertise,
experience, and wonderful heart for people on my
team. I know you will all enjoy working with
her.
BARBARA FEATURED IN GUIDEPOSTS
MAGAZINE, "PLUS, The Power of
Faith"
Barbara's article titled "Grief:
Can Anything Help?" excerpted from her book,
"What Can I Do? Ideas to Help Those Who Have
Experienced Loss," Augsburg Fortress, 2007, was
featured in a Guideposts monthly publication. You
may order the publication through Guideposts and
Barbara's book is available at
www.barbaraglanz.com/store/books.
BLOG
ON "HEROES"
Last week I spoke in San
Antonio for the Veteran's Health Administration.
Thinking about their mission of taking care our
heroes who have served in the Armed Forces and
then visiting the Alamo led me to write a short
piece about heroes on my blog. You will enjoy
the pictures, too!
www.barbaraglanz.com/blog/
UNIVERSITY OF
KANSAS MINI-COLLEGE
I am doing an
exciting thing for my birthday week of May 24 -
28. We all need to be lifelong learners, so I
have decided to sign up for KU's second annual
mini-college on the campus in Lawrence, Kansas.
Classes will be taught by department heads who
have volunteered their services, and the choices
range from religion, politics, science, art, and
literature to hands-on art classes and bus tours.
We each have a choice of 20 different classes in
the 5 days, and the best news of all - NO papers
or tests! ;-) I am looking forward to new
learning outside my areas of expertise.
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There really ARE
angels on earth! On Wednesday I flew from
Sarasota, FL, to Hunsville, AL, for a dinner for
the Candl Foundation, a wonderful ministry to
help children learn to read. As always, I had a
layover in the Atlanta airport, so I had time to
have a nice lunch at TGI Friday's in Terminal B.
I visited with a number of the servers there and
also met some interesting young men from
Colombia, where we have had an "adopted" child
for many years.
When I arrived at my
hotel, I stopped in the bar to order a coke, and
lo and behold, when I went to pay, my wallet was
nowhere to be found! I then realized I must have
left it in the restaurant at the Atlanta airport.
What a panic! Of course it contained all my
credit cards and personal information as well as
a significant amount of money, and suddenly, I
was left with no ID and no money. (Fortunately,
I did have my passport in a travel wallet I carry
separately in my computer bag.) Realizing I was
terribly embarrassed (and probably glad I had
only ordered a coke...), a gentleman at the bar
paid for my drink. (Angel
#1)
It took nearly 40 minutes
and many calls to find a phone number for the
correct restaurant. The young man at the front
desk at the Holiday Inn in Huntsville tirelessly
kept looking up numbers for me. (Angel
#2) I initially thought I was at
Chili's (lesson: pay attention to the name of the
restaurants where you eat) and since the receipt
was in my wallet, I had no way of checking.
However, the folks at the various Chili's went
out of their way to get me to the right place --
which was not even one of their restaurants!
(Angels #3)
Overhearing
my plight, Don Rodgers, who was also a guest for
the Foundation dinner, came over with two $50
bills and insisted that I take them so that I
would not be traveling without cash.
(Angel #4) I had not even
thought of that!
When I finally did
reach TGI Friday's in Concourse B and shared my
situation, they called a manager who happily
informed me THEY HAD FOUND MY WALLET! I asked
her to please open and check my credit cards, and
amazingly, every one was there. What a HUGE
relief!
The best part of the story,
though, was when I returned yesterday through
Atlanta and immediately went to the restaurant to
get my wallet. I asked if they knew WHO had
found it and could I talk to them. With a shy
smile, out came Elaine Echols, a darling bus
person at the restaurant. (MAJOR Angel
#4) I gave her a huge hug, thanked her
over and over, and then gave her a small reward.
I told her I would be bringing her a copy of my
book, "The Simple Truths of Service Inspired by
Johnny the BaggerÆ", when I came through Atlanta
next week because she had truly been a "Johnny"
in my life. When I told her I was going to write
this story on my blog, she even wanted me to use
her full name! ;-) Thank you, Elaine, for being
so honest, and thank you, TGI Friday's, for
hiring such good people.
The moral of
this experience is that there are MANY GOOD
PEOPLE IN THIS WORLD. We so often hear only the
bad stories that we become cynical and jaded.
The rest of that day I shared this story with
everyone I met, including all the Delta Airline
personnel, and every single person I shared it
with left with a huge smile. We all need
to CELEBRATE goodness in this world.
What are your service angel stories?
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WHERE IN THE
WORLD IS BARBARA?
APRIL
12 -
13 Hearst Corporation Leadership Conference,
Arrowood, NY
13 Real Recognition Radio
Interview
29 Veterans Health Administration
Healthcare Retention and Recruitment Office, San
Antonio, TX
MAY
5-6 Guideposts,
Huntsville, AL
13 Kansas City Association of
Financial Professionals,. Kansas City, MO
18
Sarasota Arts Council, Sarasota, FL
21 Hold,
Tri-County HR Conterence, Naples, FL
24- 28
Mini College, University of Kansas, Lawrence,
KS
JUNE
6 Hold, Eagles Talent,
Austin, TX
16 Hold, Southwest Airlines,
Dallas, TX
18 - 20 Mastermind Meeting, West
Branch, IA
23 Hold, Joint Commission,
Chicago, IL
26 - 30 Society for Human
Resource Management National Convention, San
Diego, CA (Super Session and Book Signing
6/27
JULY
16 - 21 National
Speakers Association Convention, Orlando,
FL
22 - 28 Mandorla Ranch, Missoula, MT
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CHANGING THE
WORKPLACE ENVIRONMENT CAN HAPPEN, ONE PERSON AT A
TIME!
We so often discount sessions that
deal with "soft skills" in our organizations
today; however, my experience over and over has
been that we will never get behavior change until
we reach people at a heart level. Therefore, the
"soft skills" are DiRECTLY RELATED to the bottom
line! This is true in customer service, both
internal and external, as well as in leadership.
No one can make anyone do anything -
we need to win people's hearts to WANT to make a
difference, whether it is to employees,
colleagues or customers. And the best news of
all is that just one person who "gets it" can
change an entire workplace. Here are some
concrete examples of how the message I share has
impacted workplaces all over the
world.
* Millions of people have
watched my story of "Johnny the Bagger®" on both
Youtube and on my website. This story of a young
man who was a grocery bagger with Down syndrome,
who completely changed the culture of his store
after hearing me speak about customer service,
has brought hope to people all over the world
that one person CAN make a huge difference.
(You can watch the story on my website, www.barbaraglanz.com/johnny.)
I often say to my audiences, "If Johnny can do
it, there is NO REASON why every one of us can't
do it, too!"
* Recently, I spoke for the
Hearst Management Institute in New York, a very
sophisticated group who have gone through some
tough times recently in the publishing business.
Although in the past their presenters had all
been academics very focused on systems and
processes, the chairpersons thought they needed
some positive inspiration, so they took a risk
and asked me to speak on "Spreading Contagious
EnthusiasmTM--Creating
Workplaces of Passion, Purpose, and
Productivity." Here is an email from one of the
organizers of the event sharing the
impact:
"Thanks so much for your session
on Tuesday for our HMI VI participants. We
received a lot of positive feedback on your
message. Values and meaning in work need a lot
more attention if we are to inspire the energy of
our people. Bob Danzig and I are getting a number
of gratitude e-mails (sounds like they heard you)
and one even mentioned writing to the mothers of
her team!! Wow. So, thanks for being with us and
for delivering such an important and meaningful
message which I know will make a difference in
our organization, one person at a
time."
* Then, I received a note
from Kim Bosler, telling me how my message, both
in my presentations and in my books and
newsletters, had inspired her and her husband to
change their dental practice:
"My
husband is a dentist and is self-employed, and
all of your ideas are fantastic. We have
transformed our office from just 'get your teeth
fixed here' to a place of warmth, happiness, and
comfort for our patients and employees. My
husband, Dr. Bosler, now has weekly devotionals
with his 'team' and monthly training on how to
treat our guests. We serve water, juice, tea,
and refreshments as people come in. We light
candles, have lovely music playing, and make sure
each patient has a warm neck wrap when they are
seated. Customer service, mission statements,
etc, are all discussed and role played at each
devotional. We laugh more. We love our jobs
because the bottom line is, 'How happy can I make
someone today?'
His production has
almost doubled within the last year. It was a
complete surprise, especially in this economy. I
love you Barbara, and you have changed my life.
Not just spiritually and mentally, but
financially too!"
(You can view their website
at www.CaliforniaSmiling.com.)
How
blessed I feel to be the messenger to help people
find more purpose and meaning in their work!
Just remember that whatever your work is, YOU can
be the one person who brings that new enthusiasm,
joy, and caring to your workplace.
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If you are
looking for a wonderful gift for your child's
teacher, a teacher from your past, or a mentor
who has changed your life, why not consider "The
Simple Truths of Appreciation-How Each of Us Can
Choose to Make a Difference* by Barbara Glanz?
As the end of the school year approaches, please
consider this book as an idea to recognize your
favorite teachers.
Enjoy this story,
excerpted from "The Simple Truths of
Appreciation:"
"THE TEACHER STORY: The
Life Changing Gift of
Appreciation"
Barbara
writes:
As I speak about appreciation, I
use this quote by Albert
Schweitzer:
'Sometimes our light goes
out but is blown again into flame by an encounter
with another human being. Each of us owes the
deepest thanks to those who have rekindled this
inner light.'
Then I ask my audiences to
please shut their eyes and think about someone,
who at some time in their lives, has rekindled
their inner light. I leave the room in silence
for several minutes, and it is always a profound
experience as they remember the JOY they received
from being appreciated by someone when they
needed it the most.
Afterwards, I ask
them to write down the name of the person they
thought of and to commit to their own act of
appreciation letting that person know in the next
72 hours that he or she was thought of. I suggest
a phone call, a note, or even a little prayer if
they are no longer living.
After one
moving session, a gentleman came up to talk with
me and thanked me for creating a new awareness in
him. He said he thought of his eighth grade
literature teacher because she was everyone's
favorite teacher, and had really made a
difference in all of their lives. He planned to
track her down and let me know what
happened.
One afternoon nearly two and a
half months later I received a call from him. He
was choked up on the phone he could hardly get
through his story. He said that it had taken him
nearly two months to track his teacher down, and
when he finally found her, he wrote to
her.
The following week he received this
letter:
Dear John,
You will never
know how much your letter meant to me. I am 83
years old, and I am living all alone in one room.
My friends are all gone. My family's gone. I
taught 50 years and yours is the first 'thank
you' letter I have ever gotten from a student.
Sometimes I wonder what I did with my life. I
will read and reread your letter until the day I
die.
He just sobbed on the phone. He
said, 'She is always the one we talk aboutat
every reunion. She was everyone's favorite
teacher- we loved her! But no one had ever told
her... until she received his
letter.'
Our teachers, parents,
employers, and other mentors love to hear about
the difference they have made in our lives. Keep
them in mind during Teacher Appreciation Week,
Mother's Day, and Father's Day this year. Send
them a copy of "The Simple Truths of
Appreciation" as a small token of thanks for
changing your life!
*The Simple Truths
of Appreciation now includes a free 3-minute DVD
with purchase of the book! (Retail
$15.95)
Order now through May 31 and
receive the SPECIAL SALE PRICE:
BOOK PLUS
DVD FOR ONLY $12.00 plus shipping/handling!
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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
this as a forward and would like your own
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or write SUBSCRIBE in the subject of an email to:
bglanz@barbaraglanz.com.
To stop receiving it, write UNSUBSCRIBE in the
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Back to www.barbaraglanz.com.
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