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Spreading Contagious EnthusiasmTM |
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In This Issue:
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April 2008
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Where in the World is Barbara?
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Around the World Speaking Trip--Mumbai, India, February 11 - 17, 2008
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A REMARKABLE SERVICE RECOVERY!
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Mother's Day Special--One copy $12.00 plus $6.00 shipping (retail $16.95); Each additional copy $10.00 plus $2.00 shipping.
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New Products -- Ebooks and MP3 Files
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"World peace must develop from from inner peace.
Peace is not the absence of violence.
Peace is the manifestation of compassion."
-- The Dalai Lama
(Inscribed on the Congressional Gold Medal presented to His Holiness on 10/17/07)
"Quality is not just a chart, or a standard, or a specification - it's a state of mind, a commitment, a responsibility, a spirit. It's a way of doing, being and living."
-Don Galer
"He is a wise man who does not grieve for the things which he has not, but rejoices for those which he has."
-Epictetus
"The truth is that our finest moments are most likely to occur when we are feeling deeply uncomfortable, unhappy, or unfulfilled. For it is only in such moments, propelled by our discomfort, that we are likely to step out of our ruts and start searching for different ways or truer answers."
-M. Scott Peck
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I just returned from nearly 5 weeks of traveling around the world speaking. You can read about the entire trip on my blog, www.barbaraglanz,com/blog. For each issue of the newsletter for the next three months, I will share with you the highlights from one country we visited, starting with Mumbai (Bombay), India. My friend, Nancy Cobb, a consultant from Illinois, accompanied me, and these are some of our observations.
First of all, we went to Mumbai because I was receiving an international HR award at the Asia Pacific Human Resource Management Conference. Mumbai is a city of color and contract, dissonance and harmony. We started our trip there by attending the conference which was held at a very nice hotel in the heart of Bollywood. (Many people don't know that they produce 4 times more films there than in Hollywood.) There were 600 people from 66 different countries at the conference.
They certainly know how to have a good time and really seem to emphasize "caring" about their people unlike many US companies. Everything they do seems to have a "Bollywood feel," especially the award ceremonies where every recipient walked to the stage to the tune of "Rocky" with lights, cameras, applause, confetti or fire works! Interestingly, they gave me a lovely plaque and a HUGE trophy that must have weighed 40 pounds. Unfortunately, since my bags were overweight to begin with, the trophy is still in India, waiting for someone to come to the US who has LOTS of extra room in their bags!
Our first impression wa that it was a depressed, dirty, polluted, busy city with lots of poor people everywhere but somehow beautifully accented by the lovely, colorful saris that all the women wore no matter how poor they were. Our real highlight was spending a day with an American woman, Nina Woodard, who has worked for the Society of Human Resource Management there for 8 years. After that day, we had a whole new appreciation for the country, the culture and its people.
Here are a few things that we found interesting:
* The rich and poor live side by side. It's more convenient that way since the poor people are the service providers to the rich. It's very harmonious, and the "fear factor" we might feel here doesn't seem to exist there.
* The poor people living on the streets represent 80% of the economy. The difference between their poor and ours is that everyone has some kind of job and, as a result, they have dignity. They are all little entrepreneurs filling some small need. One interesting example of that is how the people deliver lunches. Each family has its own little route, and every day they pick up hot and cold lunches at workers' homes to be delivered to their desks at noon. They have their own marking system and rarely are any of the thousands of lunches ever lost or late -- and the most interesting thing of all is that they are all illiterate! We decided that if our systems people got in there, they would probably mess the whole thing up!
* Each slum is a little microcosm with its own informal systems, and somehow it works. They share a communal bathroom. They are NOT subsidized, but once a week a water truck comes by to help out. The poor also are not going to "rob" or "assault" you as we may fear here. Instead each slum functions as a community. Because the people are poor and have little money, their systems adapt, so a person can buy 1 cup of detergent or 1 cigarette or whatever they need for that day or until they get some more money.
*The family unit is very strong as is their Hindi religious commitment. Each day before they go to work, they spend 30 minutes praying that all their worldly goods are protected - they put a red dot on each personal item, including dogs, people, furniture, etc., so that the gods will watch over them.
*Their work represents their "giving back" - a form of worship - so supposedly they look forward to work, and a typical work station is adorned with religious symbols. The DOT you so often think of when you think of Indian women represents the "third eye" as a reminder that their god is looking out for them. They are called "Bindis" - we bought some in all sorts of shapes and colors. Women often wear ones that match their sari.
*The motto of the country is "chelta hay" or "go with the flow". It's "Life all at once." Because they have to continually adapt to changes, they are very flexible and have a high tolerance for dissonance. This is what will make the country succeed and prosper, according to Nina, and we came away feeling that because of this positive hope and adaptability, India may one day rule our world. Nina mentioned that when working with Indians, you never tell them how to do anything - you just tell them the desired end result and let them do it their way. They are not into formal "systems" because change dominates everything they do.
*Another highlight was seeing the central laundry. It's called "Dhoti Ghat" and was written up in "Harvard Business Review" ("The Panwalla Story"). Every piece of laundry done in the city goes to this very large central open air location several blocks square where men and women alike wash clothes on their "stones" and hang them out to dry. It's an amazing site AND every piece of laundry somehow gets returned to its rightful owner, again by people who are mostly illiterate!
*Another highlight was seeing Gandhi's home in Mumbai. They had wonderful dioramas of the significant incidents in his life. We didn't realize he was actually a lawyer and didn't start his mission in life till he was 40. There were also letters to him from many world leaders like President Roosevelt, Einstein, Hitler, and Tolstoy. It was very moving. He died at age 83.
* Most Indians are vegetarians, and we tried so many new things it's hard to remember them all. Wine, to our dismay, was really expensive - $22 a glass! Shopping in the markets was a visual delight - the colors, the fabric, the saris! Prices were very good--we both brought home many gifts, especially native costumes for the grandchildren. We loved meeting so many interesting people and hearing about India from their very unique perspectives. Although we were not particularly looking forward to this part of the trip, except for the conference, we found it to be the most interesting of all!
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GIVE THE WOMEN YOU LOVE A GIFT THAT WILL LAST A LIFETIME.
Celebrate Mother's Day! Give your Mother, Sister, Grandmother, Aunt, Teacher, Friend or Neighbor an inspirational and loving book that she will enjoy and cherish for years to come.
Mother's Day is a time to recognize not only our mothers but all those special women who have made a difference in our lives. What better way to celebrate them than with a book of ideas that will help them create even
more caring and joy in their homes, neighborhoods, and communities?
Barbara Glanz has recently revised this classic book to help families celebrate one another and create new traditions:
"In this book Barbara offers countless ways to help families forge more caring, creative and joyful places to live. Through ideas and stories from real-life families, schools, and neighborhoods, Glanz encourages readers to take action by adapting the ideas to their own families. Whether your family is a traditional family, a single-parent family, a blended family, an extended family, or a retired family, this book contains special ideas just for you!"
This book also makes a precious and lasting wedding, shower, or baby gift as new families are formed. And it is a perfect gift to send to your employees' homes as a "thank you" to their families.
Jack Canfield, coauthor of the "Chicken Soup for the Soul" books, says, "This is a wonderful resource for any family that wants to actively pursue creating more loving and caring in their home. I highly recommend it."
ORDER YOUR COPIES AT THE SPECIAL PRICE TODAY THROUGH MAY 31!
Mother's Day Special: One copy $12.00 plus $6.00 shipping (retail $16.95); Each additional copy $10.00 plus $2.00 shipping.
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WHERE IN THE WORLD IS BARBARA?
MARCH
3 Blue Cross Blue Shield, Los Angeles, CA (ADL Associates)
13 Mattituck Chamber of Commerce, Long Island, NY
25 US Customs and Border Protection, Washington, DC
28 Medical Center of Arlington, TX (Premiere Speakers)
APRIL
1 - 9 Children and Grandchildren visiting Florida
2 Radio Interview 11: 00 am
10-14 Guideposts National Advisory Cabinet, Chateau on the Lake, Branson, MO
15 Radio Interview, Oasis Radio Group, 11:30 am
22 -23 Hold, Ken Blanchard Companies, CA
MAY
7 Biennial Women's Conference, Champain, IL
9 Cedars-Siani Medical Center, Los Angeles, CA
10-12 Portland, OR, Mother's Day
15 General Mills, Minneapolis, MN
16-17 High School Girls Reunion - San Antonio, TX
18-20 San Antonio, TX
22 General Mills, Minneapolis, MN
JUNE
9 Hold, Weight Watchers, Premiere Speakers
13 Erin Glanz Graduation, Portland Art Institute, Portland, OR
15 Erin Glanz Fashion Show, Portland Art Institute, Portland, OR
16 - 18 Portland, OR
23- 25 Society for Human Resource Management National Convention, Chicago, IL (Presentations June 24 and 25)
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According to research first done in 1973 by British Airways and replicated many times since, there are four things all our customers want: 1. Friendly, caring service; 2. Flexibility; 3. Problem solving; and 4. Recovery. One of the most difficult of these skills to master is often Recovery because most organizations do not want to admit that mistakes have been made. Amazingly, they would rather blame the customer and then lose them for life!
I tell my clients to view "mis-takes" as OPPORTUNITES - opportunities to recover quickly and meaningfully and opportunities to learn what is going wrong. The most impactful recovery usually occurs within 72 hours of the "mis-take," and it is always most memorable when the customer is surprised or delighted by the recovery. There are three steps to a great recovery: 1. Apologize sincerely; 2. Fix it; and 3. Do something extra.
Recently, my daughter had an amazing and memorable recovery experience with Payless Shoesource. She had been shopping at their Portland, Oregon, store with her 6 month old baby and a 2 1/2 year old (my VERY precious grandchildren!). Owen, the two year old, loves skeletons (his daddy is a skateboarder), and they had just found shoes for him with a "Googey" on them, as he calls a skull and crossbones. He was so excited that he began to run to the counter to have Gretchen pay for them.
On the way he tripped, fell, and hit his head on one of the display shelves, tearing a big gash in his forehead. As he was crying and bleeding and Gretchen was trying to comfort him while also juggling his baby brother, the manager of the store totally ignored what had happened and offered no help at all. Finally, she approached him, anxious and upset and worried about her hurt child, and asked if he could get her some paper towels to help stop the bleeding. He said, No, they did not have a bathroom, and she would have to go all the way across the mall to Old Navy where they did have one ...and then he went on about his business.
Leaving the treasured shoes behind, she grabbed Owen and the baby and rushed across to Old Navy where a staff person realized she needed help and took Simon while Gretchen went to find the bathroom. She said they could not have been nicer there and helped her with the baby, paper towels to stop the bleeding, and comforting Owen while she tried to assess how badly he was hurt. What a contrast in customer service! The girl at Old Navy who took charge of the situation was stationed in the dressing room, and she even closed it down in order to help Gretchen. She then got a first aid kit and found a customer who was a nurse to come and clean Owen's wound. The compassionate customer advised Gretchen that he would need stitches. All of them went above and beyond to help a hurt little boy and a very upset young Mom. Thank you, Old Navy, for wonderful service!
Knowing Payless was one of my clients, Gretchen immediately called me when she got home, and I sent an email to my contact there to inform him of the terrible service she had received. Three days later, Gretchen had a knock on her door, and it was Dana Rego, the Regional manager of Payless. He apologized over and over and knew exactly who the manager was who had ignored her need and also told her that they DID have a bathroom there. (We have not heard what consequences there were for that store manager, but I suspect they were significant!) She truly appreciated his concern and honesty in not trying to defend the employee but instead admitting that a grave "mis-take" had been made.
Then he presented her not only with the shoes she had planned to buy exactly in Owen's size, but he also had another pair that had Spiderman on them and lit up when the child walked which he said were the most popular shoes in their store. He then gave her several $10 off coupons and told her he hoped she would return to shop in one of their stores soon. He also insisted that Payless would take care of their doctor bills, something which was above and beyond the scope of their responsibility since Owen's fall had been an accident. That Regional Manager certainly saved the day for Payless! (Weeks later he has even called to check on how Owen is doing.)
Gretchen was so blown away by this recovery that she called me right away. I have to say that after my extreme disappointment in the store manager, I was thrilled and proud of the way Dana Rego and Payless handled what was a huge mis-take on their part. They not only recovered quickly, but they apologized, fixed it, and did something extra, all the steps of a great recovery. My daughter - AND all her friends' will continue to be loyal Payless customers as a result! What could have been a horrible experience, thanks to both Old Navy and Payless, has become one from which every organization can learn.
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Ebooks Available to download:
These ebooks are based on one of Barbara's first books titled, "The Creative Communicator -- 399 Ways to Make your Business Communications Meaningful & Inspiring" which is no longer in print.
* "How to Communicate your Commitment Creatively"
* "Written Communications
* "Electronic Communications
* "Face to Face Communications
* "Day-to-Day Feedback"
* "Enhancements and Reminders"
* "Measurements"
* "Rewards and Recognition"
* "Recoveries"
* "Personal Executive Actions"
MP3 Files Available to download:
"The Simple Truths of Appreciation -- How Each of Us Can Choose to Make a Difference"--Live 75 minute presentation
65% of American workers said they received NO appreciation all last year for the good work they had done. Yet the second most important thing people want from their jobs is full appreciation. Why is there a disconnect? Because most of us are just too busy! In this delightful and inspiring session Barbara shares heartwarming stories and ten simple truths about appreciating others which you can immediately apply both in your work and your personal lives. "The beauty of appreciation is that we each can give it to anyone we choose for no cost except our awareness and a few moments of our time." - Barbara A. Glanz
"CARE Packages for the Workplace --Dozens of Little Things You Can Do to Regenerate Spirit at Work"--75 minute live presentation
In a world filled with downsizing, re-engineering, and stress, this session is the antidote! With dozens of creative, fun, and morale-boosting suggestions, you'll learn how to put more CARE into your workplace through: C = Creative Communication; A = Atmosphere and Appreciation for all; R = Respect and Reason for Being' and E = Empathy and Enthusiasm. This how-to, highly motivational presentation provides real-life, concrete, immediately actionable ideas you can implement in your own workplace to maximize personal productivity and organizational success. Audiences will profit from a new understanding of spirit in the workplace, the vitally important role of each individual in creating that spirit, and the relationship of spirit to productivity and profit. You'll leave with your own spirit regenerated, renewed, refreshed.....and with your own CARE package!
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© Barbara Glanz Communications, Inc. 2008. 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 no-cost, no-obligation subscription, enroll at www.BarbaraGlanz.com or write SUBSCRIBE in the subject of an email to: bglanz@barbaraglanz.com. To stop receiving it, write UNSUBSCRIBE in the subject line.
Back to www.barbaraglanz.com.
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