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By Chip Bell
It is a question I have asked my three granddaughters for years. Their imaginative answers often amuse me. But their responses gave me a peephole into their interests at the time. It is the type of question your customers ask every time they encounter you or your organization. The “costume” you present tells them a lot about how interested you are in their interests at the time. The origin of the word “personality” comes from the Latin word “persona.” It was the word used to describe the masks that actors wore to convey their role. We all wear masks—a compilation of our style, attitude, feelings, and above all, our concern for the role we are playing. And the primary determiner of whether you get a bad review or a standing ovation rests entirely with the choice you make. Customers enjoy happy, upbeat people who are eager to serve them. It need not be a “clown costume,” just one that conveys interest, enthusiasm, and kindness. Conversely, customers dislike dealing with unhappy, sour people who seem like they got up on the wrong side of the bed. But the most detested “costume” is the one that conveys indifference, sported by a service person who could care less about customers. You might be thinking, “But I have a bad boss, my co-workers don’t like me, I am not making the money I deserve, or I hate this job, but I have to work.” Eleanor Roosevelt wrote, “No one makes you feel inferior without your permission.” You select your costume, not your circumstance. Put on a happy face. Be optimistic, even when all around you are in the dumps. Let your permanent “costume” make your customers happy. If you don’t, they will “trick” you by taking their business elsewhere. If you do, they will “treat” you to their loyalty and their funds. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success!
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By John O'Leary. This was originally posted on JohnOLearyInspires.com. When John O'Leary was 9 years old, he suffered burns over 100% of his body and was expected to die. He is now an inspirational speaker and bestselling author, teaching more than 50,000 people around the world each year how to live inspired. John's first book, ON FIRE: The 7 Choices to Ignite a Radically Inspired Life was published March 15, 2016. John is a contributing writer for Huff Post and Parade.com. John is a proud husband and father of four and resides in St. Louis, MO. Order John’s book today anywhere books are sold.
“If you give me your phone, I’ll be happy.” Looking up at me with his blonde hair swooping across his forehead and his blue eyes radiating light, my youngest son Henry shared the above quote with me. In an attempt to bribe me into giving him my phone, he assumed his personal happiness was my primary goal for him. He was wrong. I’m actually not into being happy. And most certainly it’s not the ultimate goal I have for my kids. Happy is fine. But happiness is dependent upon things going our way. Happiness is playing on dad’s phone, or getting more ice cream, or staying up late. All of these things provide the spark of happiness and can be lots of fun. And all are extremely fleeting. The phone runs out of batteries. The ice cream melts. The body needs rest. Indeed, what we should strive for is not happiness, but an enduring state of joy. Joy is a condition that isn’t dependent on things going our way. It’s not reliant on getting what we want. Joy is the ability to be lit up each day despite the challenges, despite the setbacks, despite the struggle. And it’s a choice. So how can we achieve a state of joy? The most joy-filled people I know have four things in common:
And no, more ice cream won’t satisfy. Staying up later won’t really make you happy, either. The key to real happiness, true contentment, and a continual state of joy has nothing to do with getting more. It’s the moment-by-moment choice to be grateful for what we have, selfless in what we do, connected with why we’re here, and focused on becoming the best version of ourselves. This is your day. Live Inspired. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Shep Hyken
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience. It offered games and puzzles on its website. The prize for winning the game or solving the puzzle was in the form of discounts. That’s a great – and even fun – experience, but there is much more to it than that. First, a little history. I remember the term customer experience being used as a fancy phrase to describe customer service. Many years ago, that’s all it was. Some smart person was trying to give a facelift to the term customer service. Not long after that, however, other smart people started using the term customer experience to describe every interaction with a company. That included customer service and much more. This is where it confuses some people. Customer service is part of customer experience, but customer experience goes to a much broader level. Some of the obvious experiences include navigating a website, reading promotional emails and text messages, watching the brand’s videos and much more. Even opening a package is part of the customer experience. Think about how cool it is to unbox an iPhone or iPad. Back in the day, Steve Jobs was very specific about how he wanted the unboxing of the company’s products to be an amazing CX. Some say that customer service is what happens when the customer experience goes wrong. That’s part of it, but it’s not the whole picture. If you’ve followed my work, you know that customer service is not a department that deals with problems and complaints. It’s a philosophy to be embraced by every employee, from the CEO or owner to the most recently hired. It’s how you interact with people, both your internal and external customers. The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. So, a short definition of customer service is all of the interactions that customers have with the people in the company. We can even broaden that to digital interactions, which now include chatbots, interactive experiences on a website and more. Just to emphasize, these interactions include, but go beyond, the interactions for customer support. Customer experience includes customer service – and everything else a customer might experience when doing business with you. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Donna Cardillo
I always get excited when I see or hear a nurse on television or radio. It’s probably because we’re hardly ever there! But it’s also because TV and radio appearances offer nurses the opportunity to show the world how bright, articulate, and knowledgeable we are. And while it’s a scary prospect to be on TV or radio — especially the first time —learning the basics and getting a little experience goes a long way to becoming comfortable in front of the camera or microphone. Here are some tips and advice. Do your homework: Watch or listen to the program ahead of time to become familiar with the format and the host’s style. It’s also helpful to watch and listen to other guests to see how they answer questions. Talk to the host, producer, or studio assistant beforehand when possible. Ask if the program will be taped or broadcast live and how much time you’ll be on camera. Find out what questions you’ll be asked and who else will be a guest on the show or part of the panel, if applicable. While some talk shows have a discussion format, most news shows have a more structured, prearranged format. Be armed with facts: Even if you’re an expert on a particular topic, it’s a good idea to do some research so you’re up on the latest news, information, and research. You never know what questions will come up, even in a prearranged format. Do an Internet search, check the relevant literature, and talk to those in the know. Practice answering questions, and time your answers. Time is at a premium on TV and radio, so you’ll usually have much less time to make your point or deliver your message than you anticipate. Dress to impress: If you’re appearing on TV, what you wear will make an impact. In most cases, it’s appropriate for both men and women to wear business suits or other tailored professional attire. Avoid wearing white or black, which tends to make you look washed out. Avoid bright reds or oranges and small patterns, stripes, and plaids, which have a tendency to “move” on camera. Keep in mind that even some in-studio radio interviews are video recorded so ask about that before showing up. Be aware of your body language: Your body “speaks” as loudly as your words. Maintain an active and engaged posture by leaning slightly forward and sitting up straight. Don’t slouch back in your seat or sink into a soft chair. Use hand gestures that are low and close to the body. Facial expressions add interest and texture to your message. An occasional smile conveys confidence and warmth as long as it isn’t plastered on your face. Get focused: Once the camera is rolling, look directly at the host unless otherwise directed. There is more than one camera in every studio, so even if the host is talking directly into one of them, there is likely another one focused on you. Try to forget about the cameras and just focus on the conversation. Ignore distractions both on and off the set. Assume the camera is always rolling and the microphone is always on. When the segment is finished, stay seated. Don’t forget you’re hooked up to a microphone and the cameras will likely still be rolling for a few moments. Someone will come to take your mic off and let you know when it’s time to get up. Keep it simple: Regardless of the host’s credentials, consider who the audience is and speak in a language that is understandable to them. Use plain English devoid of jargon and acronyms. Speak in sound bites — short, concise statements that make a point or provide information. In addition:
Next time you have the chance to be on TV or radio, consider the bigger opportunity to promote the nursing profession… and take it! Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Kristin Baird
“I thought she was a really strong supervisor. I had no idea she was creating friction in the department.” This was a statement made by someone I coach after she learned, while conducting stay interviews, that two of her staff were about to resign because of conflict with a shift supervisor. Drilling down into the situation with her, this manager discovered that she had a blind spot for the supervisor, preventing her from seeing the impact on the team. Unfortunately, this isn’t unusual. Many leaders have blind spots preventing them from identifying poor leadership that can erode morale and hurt employee engagement. However, proper coaching frequently reveals these blind spots and can be essential in course corrections. Proper coaching can help you keep the good employees you have In this case, the manager had promoted a staff member to shift supervisor. During her onboarding process, they focused on priority tasks to be accomplished during every shift. Because the tasks were consistently accomplished, the manager saw the supervisor as a solid performer. The problem was that she expected leadership but trained a taskmaster without emphasizing the leadership skills needed to foster a cohesive and engaged team. When hiring anyone who will be leading others, it’s imperative to set expectations and provide the tools needed to create a high-performing team and proper employee engagement. This requires more than a task checklist. Help the new leader understand the department vision and values, clarify expectations and how results will be measured, and offer support and leadership development. Never underestimate the impact of supervisors, shift coordinators and charge nurses on employee retention. I once had a director say, “Oh she is just a supervisor. Everyone really reports to the manager,” when discussing morale issues. That may be true on paper, but the direct reporting relationship and power structure means the supervisor has significant impact on the daily work environment. Watch, listen, and learn. Your blind spots may be creating a revolving door. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Josh Linkner
While these two temperature-related instruments may be easy to confuse, they’re actually surprisingly different. Thermometers can report the current temperature with remarkable precision. Your shiny new digital thermometer will ensure you know that your family room is exactly 69.3 degrees. Or if your five year old daughter seems warm, it will only take a couple seconds to know how high her fever is with that handheld device you snagged from the drugstore for just $12. In contrast, a thermostat is used to adjust the temperature, not merely report it. The thermostat is an active tool to effectuate change, while the thermometer merely reports the facts with no ability to modify them. Controlled with intention and a vision for the future, we use a thermostat to raise or lower the temperature as we choose. My good friend and business partner Seth Mattison pointed out the difference to me recently with a call to arms for us all. Leadership isn’t about reporting what already is, but rather it’s imagining what can be and taking an active role in manifesting your vision. It’s about proactively driving change rather than reacting to external circumstances. You can be a thermostat in how you show up to meetings, raising the energy of the room with your enthusiasm. You can be a thermostat by setting a new change initiative in motion and seeing to it that the project reaches its mark. You can be a thermostat by creating and sharing content with the world to change hearts and minds. Too many of us shuffle through life as the lowly thermometer, falsely believing that we can’t change much and that we’re simply victims of circumstance. Instead, let’s take agency for ourselves and those around us. Let’s step into our ability to create impact in all aspects of our businesses and lives. As thermostats, we each get to be the architect, designer, and builder. We get to envision a better future, and then set those intentions into action. Thermometers are decent gauges of the current state, but we can be so much more when we take command of the dial. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By Marilyn Tam
Sara decided that it was time to leave her job. After reviewing the pros and cons and talking it over with her family and close friends, it was time to go. The question is, how to find and gracefully transition into a new company that would fit her career and personal needs? Sara has a responsible well paid position; she supervises a team and is hands on designing and creating as well. Two members of her group left already because they too have seen the new top management recruiting and promoting more people from their previous organization and slighting existing employees. The current team’s hopes for upward mobility, and even basic trust, are gone. Sara thought with her recent excellent job review, that they would leave her and her group to function as they have done so well, but no. Increasing micromanagement and top-down decisions expand, and her authority is being questioned regularly. She feels pressured now to look outside the organization she’s been happily working in for the last seven years. It’s not a hastily made choice, and she wants to make sure that it’s a good one. Balance your current work while looking for a career move. photo: Magnet-MeI have been coaching Sara through her “should she stay or should she go” decision-making process and now it’s time to move onto the next step: how to continue to do her current work well while looking for a career move that would maximize her talents and interests. Sara is confident in her skills and abilities, but apprehensive about the leaving her work. It’s normal to be nervous about changing companies and starting anew. There are 7 steps to a graceful and relatively easy transition: 1. Acknowledge that you have considered and are complete with your current position, and that leaving is prudent based on all factors. Change can be unsettling, and it is natural to doubt yourself after you made a choice. Keep your list of why you chose to leave handy so that you can review them when unease arises. 2. List your desired career attributes and description as they are aligned with your life purpose. In Sara’s case she wants opportunities to learn, to contribute and grow to her highest potential while using her experience and training. She wants to do meaningful work she cares about with an engaged and collaborative team that serves and helps people. Also important for Sara, especially because of her current experience, is clear direction and shared mission in the organization. Integrity and commitment to service are other key factors. And for the work to be interesting and fun! Use your vision of what you want to guide you in where and how to look for your new position. 3. Set up your resume chronologically if you are seeking a new career similar to what you are currently doing. Classify your information by skillset and training if you are looking for something better matched by your overall experience than your current job description and past job titles may indicate. Similarly, categorize your work experience, history and background if you have time gaps in your career. Reflect on your work experience and use the resume writing process to help guide you on your desired career move. Consult with a few trusted mentors and respected industry associates; get their feedback and refine your resume as needed. 4. Refresh your professional media pages to reflect your interests, talents and experience. List your accomplishments and awards. It’s easy to forget to update your online presence; now is a good time to shine them up and highlight your achievements. Organizations are looking for talent online and through their connections; make yours visible and reflect your strengths. 5. Start researching and networking. Review and connect with the overall employment picture, with internal associates who have left, industry contacts, outside mentors, professional online platforms, employments sites and social media. Many opportunities are found by networking and via professional platforms. 6. Be open and flexible. Work opportunities are wide and growing in today’s fast changing world. Sometimes the most exciting and rewarding career for you may be in a tangential area to what you have been focused on. Explore a wider field, you may find possibilities you have not considered before. 7. Stay positive! At the beginning of any unfamiliar process, you may be hesitant or nervous. Regard this exploration as a new way to share your skills, passion, and strengths with another audience. You have the potential to shine and be recognized for all that you bring to the table. The proper fit will come, take time to consider the options, and know that you are deserving of a career that is fulfilling and rewarding. Sara is excited, and a bit nervous to be juggling her current job, the search, and her personal life. It’s a memorable time. The good news is that the job market is hot. Organizations are eagerly searching for people who have fresh ideas and expertise. Flexible work locations and work schedules are more common than ever before. This opens your career options wider since you can live and work remotely. It’s a wonderful time to reassess the different facets of life and to create something new that will serve you and everyone you touch. Perhaps you may even decide to step out and start something on your own. Good luck, I’m rooting for you! Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! By John O'Leary. This was originally posted on JohnOLearyInspires.com. When John O'Leary was 9 years old, he suffered burns over 100% of his body and was expected to die. He is now an inspirational speaker and bestselling author, teaching more than 50,000 people around the world each year how to live inspired. John's first book, ON FIRE: The 7 Choices to Ignite a Radically Inspired Life was published March 15, 2016. John is a contributing writer for Huff Post and Parade.com. John is a proud husband and father of four and resides in St. Louis, MO. Order John’s book today anywhere books are sold.
Two. After months in the hospital, I finally went home. That first evening, although seated in a wheelchair, in intense pain, with fingers recently amputated, feeling sad about my hands and scared about my future, my mom wanted me to eat by myself. With a plate of food in front of me, I spent two hours dropping the fork, complaining to Mom, crying it wasn’t fair, and arguing it would never work. Two hours of failing. Three. The struggle to simply eat paled in comparison to the fear that I’d never find someone to see past my scars. Having never dated, and more than halfway through college, I met Beth. Over the next several years of courting her, telling her how I felt, risking rejection, and then experiencing it, I frequently felt alone. In other words, it was three long years of failing. 13. After years of reflecting on my life story, pondering how those life lessons might elevate others, journaling key ideas, condensing it into a readable manuscript and sending it to 13 publishing companies, I excitedly waited for the letters to come back expressing their desire to help spread a message of living inspired. In a marketplace of divisiveness, every publishing company seemed to agree on one thing: an unknown author, with no following, was not the kind of project they were interested in publishing. Each of those letters served as 13 reminders of failure. These are but a few of innumerable failures in my life. I’ve failed in my health, in relationships, in finances, and in business. I’ve failed with words I chose to speak, silence I chose to keep, actions I chose to take, and regrets that still remain. And I’m not alone. My friends, we all live with evidence of our mistakes, missteps and brokenness. So how should we respond when it seems that a project, a passion, a desire we have seems impossible? Well, recently I visited with one of the greatest failures I’ve ever met. Perhaps his story reminds us of what is possible in ours. This gentleman failed in relationships, struggled professionally, endured a bankruptcy, wrestled with self-worth, felt totally isolated from others and occasionally wondered if life was worth living. There was one powerful desire that kept Mark Victor Hansen moving forward in life: he was absolutely certain the world would benefit from his message. Mark spent years researching, organizing content, coalescing stories and writing his book. He then took his life’s work, submitted his manuscript and marketing plan to a single large publishing company in New York and waited for their response. They rejected it. He refined it, elevated the manuscript and submitted to another publishing company. They rejected it. He then sent it onto another dozen publishing companies. Some he sent with special packaging and others he hand-delivered to executives within these companies. Regardless the publishing company or how Mark delivered them, all 12 rejected it. Undeterred, he sent his story to 144 different publishing companies. All 144 rejected him. 144! Until one day, one person, saw not only the resoluteness of Mark’s passion, but the potential within his story. This one publisher took a risk and agreed to print the book. In 1993 a few thousand copies of Mark’s book were printed. The book did well enough that another few thousand were printed. And then a few more thousand. By the end of the first full year, more than one million copies of the book sold. CHICKEN SOUP FOR THE SOUL went on to become one of the best-selling books of all-time. It was translated into 43 languages, offered in more than 100 countries and ultimately sold more than 500 million copies internationally. 500,000,000. My friends, you’ve just read several numbers this article. Two hours. Three years. 13 letters of admonishment. 144 rejection letters. 500,000,000 copies sold. By far, however, the most important number to embrace is one. One mother believed in her little boy’s ability to feed himself and live a meaningful life. Even if it required a couple difficult hours of failing before taking that first bite. One beautiful woman saw through a man’s scars and brokenness. Beth took my hand, spoke the words “I do” and 18 years later continues to prove it each day in the manner in which she loves me and lives her life. Even if it required three years of failing while waiting for her. One young man who struggled in school, did poorly in English, grappled with self-worth ultimately released the #1 national bestseller, ON FIRE. Even if it was first rejected by 13 publishers. And one small publishing company, saw within a future author’s passion, a book that might elevate the lives of those who read it. Even if it took 144 rejections, 500,000,000 readers suggest it was worth the wait! One. As we race through this day, and read about tragedies overseas, challenges in our nation, difficulties in our region, and feel discouragement that there is little we can do to influence positive change, be reminded that your one life is a sacred gift. While big numbers might grab headlines, the most important number recognizes that what you do matters, that the words you speak influence, that the dreams you cast impact the path you take, and that while your road forward may be difficult, your best is yet to come. Let’s act as if what we do makes a difference. Let’s remember that indeed it does. And today, let’s choose to not just read about it, but to act like it. This is your day. Live Inspired. Planning your next event? Get in touch with us at the Capitol City Speakers Bureau today to schedule your ideal speaker and make your event a success! |
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