It's the Little Things that Make a Big Difference

It's the little things that make a big difference in anything, but especially in customer service. Regardless who your customers are. They may be clients, they may be associates, they may be friends. People remember the little things.

I picked up a printing order on Wednesday. I consider both the owner of the company and one of her employees my friend. Friends, none the less, when I went into the shop to pick up the order, the owner immediately unwrapped one of the newly printed booklets and handed it to me so I could look, feel, touch and ooh and aaah. She knows that a customer is a customer and you treat any and all customers well. She could have easily chatted with me; had the boxes carried out to my car; and sent me on my way, invoice in hand. I wouldn't have thought anything about it. Nor would I have been compelled to write about it.

It's the little things that make a big difference. What little things are you doing for your clients, customers or even your friends?

Be Aware of and Actively Replace Pessimistic Thoughts

Attitude is very interesting to observe. We cannot tolerate a bad attitude in others, yet we rarely recognize our own negativity and complaining.

Turn your pessimistic thoughts into optimism with minor changes in the words.

“I can’t do that” easily becomes “I can do that.” It only takes the removal of an apostrophe and a ‘t’.

Change ‘that’s way to difficult for me” into “that’s a challenge for me.” Once again very minor and simple changes make a major difference.

Replace “That makes me so mad” to “That makes me so glad.”

Do you now have the rhythm? Good. Making changes in your attitude are signs of effective self-leadership.

Signs of a Leader

Did you watch the Academy Awards this year?

If you did, and if your leadership radar was tuned on and up, you would have picked up on the subtle actions of a leader. It was an oasis in a desert barren of leadership. It was a sight to behold.

Many newly pronounced Oscar owners went slightly out of their way to pass by this leader to be congratulated as they made their way toward the stage. They were rewarded with hugs, smiles, emotional embraces, and simply, yet warmly, acknowledged for their achievements.

As the show progressed this leader appeared more obvious because of the number of winners who made sure of the connection.

It was not until the conclusion of the program that the leader and the leadership became apparent. Then, when Kathryn Bigelow was announced as the Oscar winner for best director and again when “The Hurt Locker” was announced as the best picture of the year Kathryn Bigelow’s pure of heart leadership took center stage.

We heard leadership in her comments, felt it in her passion, and most importantly, palpably saw it in the sense of teamness, family, and togetherness that was on that stage among the cast and crew. Something that only an extraordinary leader brings out in a group.

Something we need to see, experience and hear more of and in many, many different situations and venues.

Do You Mean Now?

Do You Mean Now?

"Do you mean now?" Yogi Berra is one of my favorite philosophers. Looking for a laugh, I read some of his quotes. Wanting inspiration, I read some of his quotes. "Do you mean now" was the response he gave when asked for the time.

Funny out of the mouth of Yogi Berra, it's an important question to ask yourself when you are once again looking at that 'big hairy" project that's been on your "to do" list for two weeks already. And it was due last Friday. Actually ask the question of yourself. If your answer is, "Yes," action is required. NOW!

Procrastination is a big word that often gives you an excuse to do just that. You admit to yourself that you are a procrastinator. You accept it too readily. Should the truth be known, people spend far more energy on procrastinating than they would if they just hunkered down and finished the task. Procrastination opens the door in your mind to believing the task is much more difficult and time consuming than it really is.

Here's a challenge for you. The next time you have put something off far too long. Just do it. Get it done. However, time how long it takes you to finish. Then consider how difficult it was to accomplish as compared to what you had imagined it would be. Chances are you'll discover it took less time and it wasn't really difficult at all.

Do you mean now? Yes, now.