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Spreading Contagious EnthusiasmTM |
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In This Issue:
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April 2006
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Barbara's New Book--180 Way to Spread Contagious Enthusiasm
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Release Your Inner Child!
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Welcome to our new clients!
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DO YOU MAKE MONEY OR DO YOU MAKE A DIFFERENCE?
"When you arise in the morning, think of what a precious privilege it is to be alive - to breathe, to think, to enjoy, to love."
- Marcus Aurelius -
"Men and women must work. That is as certain as the sun. But we may work grudgingly or we may work gratefully. We may work as people or machines. There is no work so rude that we may not exalt it; no work so impassive that we may not breathe a soul into it; no work so dull that we may not enliven it if we understand that what we are doing is service."
- Henry Giles -
"Even if you sleep in a thousand-mat room, you can only sleep on one mat."
- A Japanese Proverb -
To make a wish come true,
Whisper it to a butterfly.
Because they are silent,
They tell no one.
The wish is then delivered to heaven on wings
Of a beautiful butterfly.
- Native American Legend -
"You've got to take life by the lapels and say,'Baby, I'm with you!' "
- Maya Angelou -
"When it is dark enough, you can see the stars."
- Ralph Waldo Emerson -
"Go within every day and find the inner strength so that the world will not blow your candle out."
- Katherine Dunham -
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Dear Friends,
I am currently on an airplane heading out to speak in Los Angeles. Having been on the road almost non-stop for weeks it seems, I had lots of work I had planned to do; however, when they announced that the movie was going to be "The Chronicles of Narnia," I decided to make an executive decision and watch it instead. How glad I am that I did!
Sadly, how often do all of us choose to spend our time working instead of stimulating our creativity and unleashing the child within us?
Just last week my son, Garrett, his wife, Ashley, and my two precious grandchildren, Kinsey 5, and Gavin 7, were visiting from Seattle for a few days. They asked me to meet them for two days in Orlando during my first week home in months. At first, I hesitated, thinking HOW would I ever do everything that needed to be done for my clients?...and I even spent the Saturday before in tears, feeling totally overwhelmed with all my responsibilities. Yet, in my heart, I knew the decision I should make.
What a BLESSING those days turned out to be! We spent Thursday at Disneyworld where we were doubly blessed when a new friend who works at Animal Kingdom and her manager presented us all with one day "park hopper" passes which allowed us to try many different things in our short day there. While the "older" folks went to the Magic Kingdom to go on all the "big kid" rides, I took Kinsey and we spent most of the day seeing all the animals on the Safari and watching the characters parade. In the early afternoon, Kinsey decided we should both have our faces painted, so she chose a pink unicorn for her and a huge, brightly colored butterfly for me (surprise! ;-) You will see our pictures attached or on my website.
While the artist was working on my face, a young woman came up and said, "Aren't you Erin's Mom?" A small miracle occurred that special day--she works with my daughter in Portland, Oregon, clear across the entire US, and we amazingly connected in the huge crowds at Disneyworld! The rest of the day Kinsey and I walked around with our wonderful faces, and although we got lots of stares and comments, we fit in because, after all, it WAS Disney.
We spent the latter part of the day doing all the "Kiddy" rides at the Magic Kingdom - Snow White, Small World, the carousel, and even the Haunted Mansion, experiences I had not had since my own children were young (and which I would not have chosen as a "grown up.") Foolishly, I bought her a huge Princess balloon which proceeded to cause all kinds of problems on the rides and bopped everyone nearby as we passed, but oh, did we have fun! We ate lots of junk, took dozens of pictures, and shared many giggles of delight.
That night we decided to try keeping our "faces" on to see what would happen when we woke up. Another small miracle - they were nearly as good the next morning as they were the day before! That day we went to the Fun Spot, a small amusement park owned by the father of a friend of Garrett's. We were a bit out of place there with our "faces," yet mostly people wanted to know, "Where did you get that done?" I took Kinsey on three different adult, multi-level go-kart tracks, a FIRST in my whole life experience, and again, we both giggled with joy as we flew over the humps and squealed around the hairpin turns!
That night the kids were going on to visit friends on the east coast, and I was planning to meet a special friend for dinner in Tampa on my way home. I called him and asked, "Would you like to take a butterfly to dinner tonight?" I had just happened to take an outfit to wear that day that was covered with huge hand-painted, bright-colored butterflies, a perfect match for my decorated face. He was a bit hesitant but a really good sport and agreed that he could handle it if I could. Needless to say, I rocked the crowd at P.F. Changs as we arrived, my face a mass of beautiful color!
My question is: Are those of you who know me surprised at this behavior?
Would you believe:
...That when I visited Disney with my sister, her daughter, and a friend earlier in the year, we all went into one of the stores and each picked the craziest hat we could find and then coerced another visitor to take our picture? (I chose a huge birthday cake that sat on top of my head, complete even with candles!)
...That in the late afternoon when everyone else was complaining about being tired, I grabbed my niece's arm and began dancing with her in the middle of the street to the joyful Disney music piped in throughout the park and that soon a crowd gathered around us to watch with HUGE smiles on their faces?
...That when a friend and I were at a conference together and decided to go into the hot tub that night after the sessions, he didn't have a swimsuit, so I persuaded him to go in his underwear?
How we laughed and laughed in each of those situations, and in each case our childlike spirit sprung forth.
Sometimes in the seriousness of our work and the busyness of our lives, we forget the JOY of being silly and laughing at ourselves. I am sure many of you think of me as a conservative, sophisticated, dedicated, loving person, and you would not imagine me doing any of these crazy things; yet they reflect a part of my spirit that I allow out far too seldom, and I suspect this is true of you, too. I challenge you this month to do something joyful, silly, and creative, and see how it feels. Then email me, and we can compare our latest adventures. ;-)
Special blessings,
Barbara
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April
8 Greater Los Angeles Speakers Chapter, Los Angeles, CA
13 Alltel Stadium, Jacksonville, FL
20 St. Pete Times Forum, Tampa, FL
25 Aetna, Middletown, CT
26 Cypress Healthcare, Atlanta, GA
30 - May 2 National Association for Employee Recognition, Naples, FL
May
2 NAER, Naples, FL
3 Hold, BOOST Mobile, Palm Springs, CA
9 Hold, Total Event Resources
10 Society for Human Resource Management Coordinators Conference, Coral Gables, FL
11 Honda NW Region, Portland, OR
16 Tri- County Human Resources Conference, Naples, FL
23 Chamber of Commerce, Durango, CO
June
6-9 Kaiser Permanente, Santa Clara, CA
12 Hold, United Plastics Group, Las Vegas, NV
14 Wells Fargo Bank, Palm Springs, CA
15 Chicago Health Connection, Chicago, IL
23 Hold, Florida Association of Convention and Visitors Bureaus
24 - 28 National Society for Human Resource Management Convention, Washington, DC
26 Mega Session, SHRM
27 Mega Session, SHRM
29 - 30 Kiwanis International Convention, Montreal, Quebec
You can reach Barbara at the following address:
Barbara Glanz Communications, Inc.
6140 Midnight Pass Road #802
Sarasota, Florida 34242
941-312-9169; Fax 941-349-8209
email: bglanz@barbaraglanz.com
Website: www.barbaraglanz.com
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ADDING ENHANCERS
Excerpted from "Building Customer Loyalty: How YOU Can Keep Customers Returning", -Barbara A. Glanz, McGraw-Hill, 1994 and referred to in "The SImple Truths of Service" by Ken Blanchard and Barbara Glanz, 2005.
"A moment of truth is a memory for the customer."
ADDING ENHANCERS
A Moment of Truth is a memory for the customer, so one of the best ways we can create customer loyalty is to make that experience a positive memorable one, so that the customer leaves thinking, "Wow! That was really special!" Enhancers are the little extra things you can do in a typical moment to make it positively memorable. Enhancers can create memories. Positive memories over time create loyalty.
Here are some enhancers that others have added to create extraordinary experiences for their customers:
* A cleaning establishment keeps its customer records on computer. When the computer shows that the customer has spent a total of $500 with that cleaner, the order they are picking up is free. This unexpected surprise has dazzled their customers.
* At the Ritz-Carlton hotel employees escort guests rather then simply pointing them someplace in the hotel.
* A suburban Illinois bank serves coffee and donut holes at all times in its lobby. They also have a play area for customer's children and provide childcare while the customer is doing business.
* An auto parts store loans its customer videotapes they have created that explain how to do various car repairs.
* A pediatric dentist provides telephones in his reception area with the number of the tooth fairy posted beside them. The children who are his customers may call the tooth fairy (a bedridden person in a local rest home) whenever they visit his office.
* A bank teller keeps a pad of Post-It notes in her drawer that say "I'm glad I saw you today." While she is transacting the customer's business, she signs one of the notes and slips it (unknown to the customer) into the customer's bankbook or other paper from the transaction.
* The Savings Bank of Rockville, CT, gives customers a foldover business card with the bank logo on the front. On the inside it says, "Who says The Savings Bank of Rockville Doesn't Give Away Free Samples?" A dime is pasted to the card below.
* A retail store clerk enhances each customer's experience by suggesting accessories for what they have purchased. She will often even take time to go to another floor to bring back matching items to share with the customer.
* Herwaldt Oldsmobile hires a retired gentleman to serve coffee to people waiting in line in their cars for automotive service early in the morning.
* A salesperson in a large retail store took time to write a thank you note for my purchase at her store. She even remembered about a trip I mentioned I'd be taking and commented on that in her note.
* A jewelry store keeps a record of the dates of anniversaries and wive's or girlfriend's birthdays. Then the month beginning 30 days before the date, they send a reminder card to the husband or boyfriend at his place of work.
* Nordstrom in Oak Brook, Illinois, lists its closing time as 9:00 p.m. However, they often stay later to accommodate a customer.
* A production worker keeps a supply of stickers that say, "This product was created with care by ." He writes in his name and attaches it to the product.
* A Kroger floral shop gives broken flowers and unused corsages to children who visit the shop.
* An amusement park places video monitors playing cartoons and other specials for the customers to watch while they are waiting in line.
* A customer service rep always has a bowl of seasonal candy on her desk for her customers to enjoy.
* A sales representative I know keeps a bulletin board in his office. On it he displays pictures of his customer's children and families.
* Gateway Cleaners, which I mentioned in Chapter One, has a customer bulletin board where they display stories about their customers as well as pictures of new homes, new babies, and trips their customers have taken.
* American Airlines has authorized their flight attendants to issue cleaning vouchers right on the plane whenever they accidentally spill on the customer.
* When a friend of mine was training in another city, a waiter in the hotel where she was staying overheard her say it was her birthday that week. On the evening of her special day, he brought a piece of cake with a sparkler on the top to her room.
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Here is a note I recently received from a delighted client:
Dear Barbara,
Last Thursday, 4/13/16, you spoke at Alltel Stadium in Jacksonville, FL and I happened to be in your audience. I'll be honest with you. A month prior to your presentation, when I got a letter with my paycheck requesting my presence at a "Supervisor's Seminar" I was less than excited. I have been to what seems like a million "seminars" in my lifetime and while some of them have been semi-interesting, I am usually bored out of my mind after the first 30 minutes. However, 5 minutes after you began speaking, I knew this one would be different. After having numerous problems with my employees last season, I began to wonder how to whip them into shape. Although I have been moved up and into a different department since then, I have still been worried about how to deal with my new employees. Your presentation and words of wisdom really helped! I thought you were wonderful and I enjoyed every minute of it, even after being at the stadium for 12 hours already!
Your attitude and enthusiasm has really inspired me to do great things this season and it has already begun showing in my work! Thanks so much for coming to the stadium and sharing your stories and wisdom with us. I'll keep you updated on how your presentation will continue to help me in my career!
Thank you!
Regards,
Erin Sayer
Sky Patio/Bud Zone Supervisor
Levy Restaurants @ Alltel Stadium
And another response from the client who hired me:
Barbara,
Your influence has been seen already..................
*Jaguars Payroll Dept. sent out "Payday" candy bars last Friday to remind everyone it was payday
*The Arena Staff Meeting was concluded with 3 minutes of "Good News"
*The Stadium Staff Meeting was started with three "Good News" items, which ended up being six.
I'll let you know where else we see it.
Tracey Evans, Assistant General Manager
SMG
These clients have joined our team in the last few months:
NEW CLIENTS - April 2006
Nordstrom
Publix Super Markets
Raving Brands
Moe's Restaurants
St. Lukes Episcopal Health Systems
Shea Homes, Inc.
Shea Home Active Adults
Cypress Healthcare
Alltel Stadium
St. Pete Times Forum
NSA-Greater Los Angeles Chapter
Aetna
Kiwanis International Convention
Florida Association of Community Colleges
Durango, Colorado, Chamber of Commerce
Honda
Kaiser Permanente Medical Operations, Northwest Region
Business Objects - Vancouver, BC, Canada
SMG, Inc.
Jacksonville Jaguars
Levy Restaurants
Wells Fargo Bank
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© Barbara Glanz Communications, Inc. 2006. All Rights Reserved.
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