Gus, the Singing Butcher!

I had the most delightful customer service experience at Publix this week. As I was waiting to get my sockeye salmon which was on special, I saw one of the regular butchers who always is happy and greets everyone with a smile and usually a joke. Since I rarely eat meat anymore, I had not seen him for some time on my grocery visits. But there he was –with a little display in the aisle sharing a new service Publix is offering for seafood.

I greeted him, learned his name, and told him how much I always appreciated his good humor when I saw him. Then this is what happened next:

I was so tickled that I asked him if i could videotape his “performance,” and he responded by telling me that he had several videos from customers on YouTube and one even from a customer from Brazil, and that, as a result, Publix was going to do a story about him in their company newsletter.

Not only is Gus a very good singer, but just like Johnny the Bagger®, he has definitely added HIS personal signature to his work!

Publix is lucky to have so many employees who care about their customers and use their special gifts to add more joy to the customers’ visits.

To learn more about Johnny the Bagger® and how he added his personal signature to his work, go to www.barbaraglanz.com/johnny .

Golden Rule Recipe

Southwest Airlines has been a client of mine several times over the years, and through these experiences I have come to treasure my friendship with Colleen Barrett, Chairman Emeritus. When she retired from Southwest, I was deeply touched that she used her personal money and bought 3500 copies of “The Simple Truths of Service Inspired by Johnny the Bagger®,” the book I co-authored with Ken Blanchard, for every SWA employee. For several years we have exchanged Christmas presents — I love butterflies and Colleen loves hearts.

Recently I had some surgery and had to be out of commission for several weeks. Last week a large package came from Colleen — a framed portrait of the “Golden Rule Recipe” in SWA colors.

The Golden Rule Recipe

The Golden Rule Recipe

This is the recipe:

Blend:
1 cup of Love and a half cup of Kindness

Add alternately in small portions:
* 1 coup of Appreciation
* 3 cups pleasant Companionship into which this has been stirred:
* 3 teaspoons carefully chosen Advice

Lightly fold in:
* 1 cup Cheerfulness, to which has been added a pinch of Sorrow

Pour with tender care into Clean Hearts.
Let bake until well Nurtured.
Turn out on the surface of Society.
Humbly invoke God’s blessings and it will serve all mankind.

What a beautiful expression of love and service that each one of us and our organizations can take to heart. And certainly Southwest Airlines does just that. Thank you, Colleen, for adding joy to my week and for the caring leadership you have provided at SWA. You and your airline have touched many lives as you live out the Golden Rule!

To learn more about Barbara’s work with many organization, go to www.barbaraglanz.com.

New 2015 Demo Video!

We have just completed a brand new video demo tape. Please watch and send us your comments. A huge thank you to Primeau Productions for the fine work they did for us. I hope you will enjoy it!

Is your organization experiencing overwhelming change, high employee turnover and low morale, increases in customer complaints, or burnout from having to do more with less? Are your employees struggling to find a balance between their work and home lives or do they simply need a boost of positive energy? If so, Barbara Glanz can help you! Clients say her exciting, motivational, action-oriented presentations have given their employees a new sense of direction, understanding, and hope.

For more information about how I can help your organization, follow this link .

Questions for the New Year

A new year is like a blank book. The pen is in your hands. It is your chance to write a beautiful story for yourself. Happy New Year 2015!

10518957_989256161103066_4746146743575294764_n

My friend and client, Arlin Sorenson, the CEO of the HTG Group, suggests we ask ourselves the following questions as we think about the year gone by:

1. Key Accomplishments. What are all of the great things that you got done over the past year? Which of your goals did you really miss the mark on? Which one is your key accomplishment?

2. Relationship Development. What new relationships did you develop? Which relationships have you overlooked or not given enough attention to?

3. Learning. What opportunities to learn new things did you take advantage of? What were the new things you learned about yourself?

4. Mistakes. What mistakes did you make? What mistakes could have been avoided?

5. Time Management. How well did you manage your time? Are there any significant “time wasters” that you need to reduce or eliminate from your life?

It is great to start 2015 on purpose with a purpose, and one of the best ways to do that is to contemplate the past year and then make a plan for 2015 in each of these areas.

I also choose a theme for each year. Last year my theme was “Rebuilding Relationships.” I realize with all my travel last year I developed many new relationships including a new man in my life, yet because of limited time, I neglected some others, many of which are very important to me. So my theme this year is going to be “Renewal” — renewal of relationships, my faith, my family, my health, and my business. What will your theme for 2015 be?

To learn more about Barbara’s work, go to www.barbaraglanz.com.

Christmas Letter 2014

CHRISTMAS 2014:

Xmas collage 2014

This has been an AMAZING year of travel and adventure – 13 countries and over 40 cities–as well as the beginning of a special new relationship. My theme for this year was “Rebuilding Relationships,” and although I have been away from home much of the year, I have also had the blessing of reconnecting with many old friends all over the world as well as meeting many new ones through my travel and my speaking. The best of all was meeting Frank Cona in February on the church steps (is that not prophetic?). We have had many lovely shared memories in the few months we have been dating, so I am very grateful for this new addition to my life.

In January I went with my travel buddy, Nancy Cobb, to FIJI, where we attended the lovely wedding of my niece, Katie Munkres, on the beach on one of the three stunning islands we visited. We snorkeled, kayaked, visited several native villages, swam in the cave where “Blue Lagoon” was filmed, and partied and partied!

In March Gretchen, Randy, Owen and Simon came from Portland for a week for Spring Break. The boys loved the pool and the beach, and we had three fun days at Disneyworld. Later in the month Frank invited me on a cruise to Cozumel, Mexico, a delightful time of shopping, eating, swimming with the stingrays, and dancing the night away!

In April Nancy and I traveled to Dubai, Abu Dhabi and Oman for two weeks. Dubai is almost beyond imagination – from the tallest building in the world (see Spider Woman on the photo collage;-), a several-story indoor ski slope INSIDE the shopping mall, internet access even in the restrooms on the beach, vending machines where you could buy gold bars, to the most amazing modern architecture I have ever seen. Abu Dhabi is the oil center and a more serious member of the Emirates, while the country of Oman, while scenic, was like going back in time to another world, i.e., it is the death penalty to have any liquor in the entire country! We rode camels, took wild rides in jeeps across the sand dunes, traveled scary dirt roads over the mountain cliffs and deep canyons, stayed in a tent in a desert camp as well as an almost “erector set” like box room on the side of a mountain, and even visited a Bedouin home.

Later in the month Frank took me on a 4 day trip to Las Vegas where we stayed at the gorgeous Bellagio and saw three Cirque de Soleil shows, including the new Michael Jackson “One.” Then in May he surprised me with a trip to Puerto Rico for my birthday where again we shopped, ate, and explored. (Unfortunately, I have gained 10 pounds since we started dating! 😉 June brought the national Society for Human Resource Management conference in Orlando where I have spoken since 1997 and then the National Speakers Association convention in San Diego where we also visited my aunt and the Johnstons, longtime friends.

In July I was the opening keynote speaker for the Human Capital Forum CEO conference in Guatemala City. In the audience were three executives from the largest church in Latin America, Casa de Dios, and afterwards, they invited me to speak that evening to 10,000 people, a mountain top experience! (You can see the picture of me on four HUGE jumbo-trons.) While in Guatemala, we took a trip to Antigua and also to a huge outdoor market. Of course, I had to buy an extra bag for all my treasures! At the end of the month, Garrett, Ashley, Gavin and Kinsey came from Seattle with friends for a fun week on the beach.

In August, I accompanied my 91 year old aunt Joan along with Frank to Bali, Indonesia, to see the gorgeous new resort my cousin, Warren, had just opened on the beach in Denpasar. We visited temples, took a trip to see the Komodo dragons, white-water rafted, and shopped and shopped. Frank and I also flew to Singapore for 4 days where I spoke to the Asia Speakers Association. We stayed with new friends in a lovely home, and several friends showed off their island, including a boat tour, dinner on the beach, and the orchid gardens.

I spent Labor Day week in Portland with Erin and Gretchen and family. We rafted down the river, went to the beach, and played. I attended Guideposts’ Board meetings in Dana Point, CA, at the end of the month and then flew to Denver for a really fun reunion with my Gamma Phi Beta sisters from KU and on to Grand Junction, CO, to visit my brother, Bruce, and sister, Beth.

November will find me speaking in Hawaii twice and then on to keynote the Human Capital Forum CEO conferences in Bogota, Colombia, and Santiago, Chile. Erin and I are planning to spend Christmas in Colorado with family.

Garrett continues to do exceedingly well with Microsoft in Seattle. Ashley and Kinsey, 13, are enjoying riding and have a new horse named Rally. Gavin just turned 16 so has his first job AND a driver’s license. Gretchen is enjoying working at a boutique in Portland while the boys are in school, and Randy is continuing his graphics and web design work. Owen, 9, and Simon, 7, are into soccer, baseball, Legos, Mine Craft, and learning camps. Erin is loving her new home and new kitty, Cricket, while still working for True Collaborative Fashion where they rep several lines made in the US. She travels all over the country showing their beautiful, fun lines of women’s clothing.

Professionally, I have been blessed to speak to many wonderful clients this year, and I am working on a new video demo tape as well as a new website. On the personal side, my heart has ached for the suffering and loss of some of my dearest friends, so while I am overcome with gratitude for the BLESSING of my life and all the experiences I have been privileged to share, I am struck by the fragility of life and the gift of EVERY DAY. May this year be filled with peace, love and joy for each one of you. How grateful I am to have you all in my life!

“In the end, nothing we do or say in this lifetime will matter as much as the way we have loved one another.”
Blessings,
Barbara signature

To learn more about Barbara’s work, go to www.barbaraglanz.com.

Barbara Featured in December “Scene” Magazine

I was humbled and honored to be the featured interview in “Scene” magazine this month. Gus Mollasis interviewed me for two hours and wrote a lovely story about my work and life titled “Contagious Enthusiasm.”

scene-mag-2014

You can view the entire article at http://issuu.com/scene_magazine/docs/december_2014/101?e=1511207/10221618

How Engaged are YOUR Employees?

HR Magazine, May 2014. recently quoted the following survey:

According to Gallup data, what percentage of employees are fully engaged at work?
A. 13%
B. 19%
C. 22%
D. 50%

And in another article in the same edition, they asked this question:

True or False:

Someone who starts showing up to work late, fails to return
e-mails, and takes many sick days is more likely to quit his or her job within a couple of months than other employees.

Thinking of your workplace, what would your answers be?

An Engaged Audience!

An Engaged Audience!

Sadly, recent Gallup data indicates that only 13 percent of employees worldwide are fully engaged with their work, and surveys of CEOs repeatedly show engagement as one of their top concerns. Employee engagement definitely correlates to retention, productivity, and financial results. My most popular speaking topic, for example, is “Spreading Contagious Enthusiasm™–Creating Workplaces of Passion, Purpose, and Productivity.” The need for employees to find purpose and meaning in their jobs is critical today.

Surprisingly, the answer to the second question is False! According to Utah State University research that drew on three studies and seven survey samples of students, managers, and other business leaders around the world, these behaviors, though often associated with quitting, were also exhibited by people who stayed. Again, these findings indicate a malaise and lack of purpose and mission in one’s work that are disturbing, both from a business and a human standpoint.

In my next few blog posts at www.barbaraglanz.com/blog/, I am going to share many very simple, no cost or low cost ideas to help boost employee engagement in any organization.

One of the most simple and yet most profound concepts I have ever discovered to share with my audiences can immediately change their perspective about the importance of their work.

When I ask people the question, “What is your work?”, I always get the very same response – either a job description or a job title. What I want everyone in my audiences to realize is this – we are all SO MUCH MORE than a job title or a job description!

When I ask, “What is your work?,” this is what I want to know: “How is what you do every day making someone’s life better?” THAT is your very important work.

It doesn’t matter whether people are emptying bed pans, carrying out the garbage, working on an assembly line, taking calls in a customer service center, or managing an entire team, they can find a way that their “work” makes someone’s life better. Think of how different that idea is from simply “having a job.”

That simple thought can dramatically change someone’s passion about what they do every single day. When one gets up in the morning and truly believes, “I am going to work to make someone’s life better today,” then their level of engagement is transformed, and it impacts the entire organization.

For more simple ideas from Barbara Glanz, the “Employee Engagement Expert,” go to www.barbaraglanz.com.

“The Rules ARE the Rules!”

I had a most frustrating (and also, sadly, very common) customer service experience in Colorado last week. I was visiting my sister in Grand Junction for a few days, and we decided to take a jeep tour to the mountains to see the fall colors.

Fall colors in the Rocky Mountains

On the way to Ouray, CO, to get the tour, we had enough time to make a quick stop at a garden shop where Beth wanted to look at some flower pots that were on sale. We noticed that they had a small restaurant there, and while she was looking at the pots, I asked to see a menu since we had not had time to pack a lunch before we left. I explained that we were in a hurry as we had to be in Ouray at a certain time to get the tour, so could they get something for us really quickly — we only had about 15 minutes extra. The waitress said yes, so we decided the easiest thing would be two wraps.

The menu had avocado crossed out on the turkey wrap (mine), so I asked if I could still have it added since avocado was available on other things on the menu. She immediately said, “No, we cannot make ANY substitutes!” That should have been a hint! Then we asked if we could just get the wraps and not the sides that went with them, and of course, the answer was the same.

My sister then went to the general counter and paid for the wraps to save time, and again we reminded them about our time issue. We then waited and waited — all the while hearing them talking in the kitchen and every once in awhile one of the waitresses would even walk out and put silverware on the tables. But, still no wraps!

Finally, after more than 15 minutes had passed, I asked where our lunch was because we HAD to leave. At that point, the waitress we had dealt with came out and said that there was another table outside that was ahead of us, so they had not even started our order yet — a fact she had never mentioned when we placed the order. How long could it possibly take to make two wraps, one of which even had pre-prepared filling?

Of course, we were distressed, so we told them we wanted our money back and to cancel the order. The waitress went back and we could hear them talking in the kitchen which again took more time. She finally returned and said she would have to find someone to do that — another 5 minutes went by when at last the owner came out. She said the kitchen was separate, so the chef would have to give us our credit. At that point, my sister said, “Why don’t you just give us a store credit as I shop here often.”

“No,” said the OWNER, “I can’t do that. I will send the chef out in a minute.” After several more minutes, the chef came out and FINALLY credited my sister’s card. But in the meantime, we were without any lunch, we were late for our tour, and we were VERY unhappy customers — all because no one was willing to bend the rules!

The tour waited for us, and we ended up having a wonderful time except for being very hungry! 😉

Our "tour bus"--made for a really rough ride on the mountain paths!

To learn more about how Barbara can help you improve your customer experiences, go to www.barbaraglanz.com.