In This Issue:
- Quotations of the Month–Inspiration and Hope
- Where in the World is Barbara?
- News at Barbara Glanz Communications
- Idea of the Month–“HONOR Customer Complaints”
- Article of the Month -“Anchors in your Life and Work”
- Product of the Month — “The Red Plate”
Quotations of the Month–Inspiration and Hope
“Too often we underestimate the power of the smallest act of caring, which in itself has the potential to turn a life around.”~ Leo Buscaglia
“We delight in the beauty of the butterfly, but rarely admit the changes it has gone through to achieve that beauty.” ~ Maya Angelou
“There is not enough darkness in all the world to put out the light of even one small candle.”~ Robert Alden
“Be glad of life because it gives you the chance to love and to work and to play and to look at the stars.”~ Henry Van Dyke
“The miraculous is always nearby and wonders shall never, ever cease.”~ Robert Fulghum
“You can dance anywhere, even if only in your heart.”~ Unknown
“You are the window through which you must see the world.”~ George Bernard Shaw
“Every day is a fresh beginning…..every morn is the world made new.”~ SUsan Coolidge
“In this moment, there is plenty of time. In this moment, you are precisely as you should be. In this moment, there is infinite potential.”~ Victoria Moran
“Each day comes bearing its own gifts. Untie the ribbons.”~ Ruth Ann Schabacker
News at Barbara Glanz Communications
I experienced the most amazing blessing recently in Guatemala City. I was the opening keynote speaker for the Human Capital Forum World Tour 2014 on Friday morning, June 6, at 8:00 am. I spoke on “Spreading Contagious Enthusiasm™–Creating Workplaces of Passion, Purpose, and Productivity” to 300 wonderful CEOs. In the audience were three of the top executives from Casa de Dios, the largest church in Latin America with 40,000 members. At lunch they asked me if I would be willing to speak at their service that evening. The service was from 9:00 pm to 1:00 am on a Friday night, and there were 10,000 people there!
When we arrived at their magnificent complex, I was taken to the green room, and then people did my hair and makeup. Walking onto that stage (I spoke from 10:00 to 11:00 pm) and looking out at 10,000 people was absolutely awesome! I am so grateful to know that i am just the messenger. I was on four huge jumbotrons (see the attached picture), speaking on “The Simple Truths of Appreciation — How Each of Us Can Choose to Make a Difference,” weaving in Scripture as well as some of my most powerful visual models.
The only difficulty was that they did not tell me the translator would be onstage with me, doing translation as I spoke, two sentences at a time. I have had many simultaneous translators when the audience wears headphones, but this was the first time I had to stop every couple of sentences, so it was a challenge to keep my train of thought, particularly as I was telling a story. However, I got wonderful feedback, and it was one of those serendipitous experiences that only God could have planned!
I am excited to be a part of the Human Capital Forum World Tour 2014 in Guatemala, Buenos Aires, Bogota, and Santiago this summer and fall. Just as in Guatemala City, I will be the opening keynote speaker for groups of 300 – 500 CEOs from all over South America. I always find it fascinating to learn about a new culture and to work with local translators, and of course I also try to build in some extra days for touring and FUN! 😉
After MANY requests, I have started working with several speakers on identifying their brand, enhancing their presentation skills, writing and publishing their books, developing their content, and designing their programs using the theories of Adult Learning. It has been a special blessing in my life AND I do not have to get on an airplane! Call me if you would like more details.
Laura and I are thrilled to welcome a new addition to our staff, Mae Cavasos. Mae has a marketing background as well as recently being the head pastry chef at the Ritz Carlton, so she certainly knows customer service. She has two children, 6 and 8, and wants to be able to spend more time with them, so we are the winners. I will just need to watch my waistline! 😉
Article of the Month -“Anchors in your Life and Work”
I have been thinking a lot about anchors lately. In the science of Adult Learning, we define an “anchor” as something that attaches new learning to old learning such as a metaphor, a symbol, an acronym, a quotation, a song, a story, or an object. When we think of, see, or hear that anchor, it reminds us of something that we have learned.
For example, when I speak or write about an engaged workplace, I use the acronym “CARE” as the elements of a spirited workplace, and when I speak about the difference each person can make, I use the metaphor “CARE Packages” as an anchor to illustrate how we each can create a positive experience for persons we encounter in our lives. Just as the victims of World War II received CARE packages of food and clothing, we can give people a CARE Package simply by seeing and treating them as special human beings.
We each need anchors in our lives and in our work to help us remember what is truly important in the hectic world we in which we live. However, we also need to remember that although the primary purpose of an anchor is to keep us steady and grounded, an anchor can also hold us back and keep us from taking risks and moving forward. That is one of the paradoxes of life! Today think about what your anchors may be and if they are giving you stability or if they are keeping you tied to the status quo.
Here are some of the anchors we all have in our lives:
We each function with a set of core values that become a foundation for our behavior. My friend, John Blumberg, speaks and writes about the importance of identifying what our core values are because they become an anchor for every decision we make. For example, one of my core values is faith in God. Another is authenticity, so these values determine how I will act in every situation. Have you ever written down your core values? Do you know and believe in your organization’s core values? If so, you will find a greater sense of mission in the work you do every day.
Our beliefs are also anchors in our lives and much of our behavior is based on our beliefs. Have you ever written down what some of your foundational beliefs are? For example, I have a belief that there is good in all people. Sometimes it may be pretty difficult to find, but that is always my challenge! While our values are usually permanent, our beliefs can change as we learn, mature, and experience more of life and the world. After I experienced the loss of my husband, father and son before I was 56 years old, for example, many of my beliefs about what is truly important in life changed drastically.
Family members and friends are important anchors in our lives. However, one needs to be very clear about whether they are an anchor that adds stability to our lives or one that holds us back from being the best we can be. One of the interesting pieces of research on workplace satisfaction says that the more good friends one has at work, the more likely that person is to be loyal and stay with the organization. Another study points out that the more positive relationships a person has, the longer they will live. Who in your life are your anchors?
We each have resources in our lives and work that give us security and a sense of belonging. Do you have a mentor at work? Are you a part of a team that you value? Are you a part of any support groups in your personal and professional life? These can even be “fun” such as a special interest or hobby groups. I am a member of a Master Mind group of four other speakers who are very precious to me. We have a phone call once a month, and we meet in person once a year to share how we are learning and growing in our business.
In my personal life, I am a part of a couple’s Bible study (I am the only “non- couple!”) which meets once a month to study and share prayer requests. I am also a member of two non-profit Boards whose missions I support, and those organizations and friends have also become anchors in my life. And I love my monthly book club. Several years ago, I decided that if my plane went down, I have friends all over the world, but I had very few good friends (anchors) in Sarasota, so I decided to start a book group so someone would miss me if I were gone ;-). What resources have you found to help you navigate your life journey? They are your anchors.
Wherever you are today, identify the anchors in your life and work. Then ask yourself, are they bringing you stability and security OR are they holding you back from taking action and making changes in your life?
For more interesting articles you can use in your company newsletters, go to barbaraglanz.com/articles.
Where in the World is Barbara?
1-2 National Speakers Association Convention, San Diego, CA
3-6 Carlsbad, CA
6 – 8 Oceanside, CA
20 – 22 Coaching Client, Sarasota, FL
4-18 Bali, Indonesia and Singapore
13 Asia Professional Speakers, Singapore
21- 24 Veteran Speakers Retreat, Boiling Springs, PA
27 – 31 Portland, OR
1 – 4 Portland, OR
18 – 20 Guideposts National Advisory Board Meetings, Dana Point, CA
20 – 23 Gamma Phi Beta Reunion, Silverthorne, CO
24 – 26 Grand Junction, CO
29 Buenos Aires, Argentina
1 Human Capital Forum 2014 World Tour, Buenos Aires, Argentina
4-6 Buenos Aires, Argentina
5-7 Lead Like Jesus Board Meetings, Dallas, TX
6 Castle Medical Center, Honolulu, Hawaii
7 American Organization of Nurse Executives, Kailua, Hawaii
11 – 12 Human Capital Forum 2014 World Tour, Bogota, Colombia
13 – 16 Bogota, Colombia
View Barbara’s current calendar.
Idea of the Month–“HONOR Customer Complaints”
“Honor Customer Complaints”
“It’s critical to keep the company’s ‘ear to the ground.’ I know something is wrong if I hear no complaints. Complaints are my assurance that customers want to make an imperfect situation better.”
Anonymous General Manager
In my classes on “Building a Customer-Focused Organization,” I often ask participants how many of them like a customer complaint. When few, if any, hands go up, I tell them I am going to “whack” their thinking–I want them to honor and value customer complaints.
THE IDEA IN ACTION:
Research has shown that only 4-6% of our unhappy customers bother to complain. The other 92 -96% simply take their business elsewhere in the private sector or bad mouth and sabotage the organization in the public sector. We also know that an unhappy customer today tells 15-20 other people even when they don’t tell us!
Therefore, it is important to reframe your thinking about complaints. First of all, if only 4-6% of your customers take time to complain, they really are your partners because they are helping you learn what is breaking down in your organization. Also, by letting you know their concern, they are giving you an opportunity to fix it and ultimately create a loyal customer.
Another reason to value complaints is that if one customer is complaining and you know that 92% of your customers never even bother, you can be pretty sure that more than just this one customer is upset by whatever problem they are bringing to your attention.
HONOR customer complaints as OPPORTUNITIES–opportunities to learn what is impacting the customers in a negative way and opportunities to create loyal customers by fixing the problem quickly and creatively.
TIPS FOR IMPLEMENTATION:
Instead of griping about customers who complain, honor them. You might even create “Complaint of the Month or Week” and then showcase the ways you resolved the complaint to highlight the importance of listening with compassion and concern and finding creative solutions. Remember, if unhappy customers are not telling you, they ARE telling everyone else!
To order this book, go to www.barbaraglanz.com/product/books.
For an archive of Ideas of the Month, go to www.barbaraglanz.com/ideas
Product of the Month — “The Red Plate”
Whenever I work with a department or an organization over a period of time, I love to give them the “Red Plate.” For many years the “Red Plate” has been our favorite family tradition. It is just that–a bright red plate with white hand painted lettering along the edge that reads, “YOU ARE SPECIAL TODAY.” It came with the following explanation:
“The Red Plate is the perfect way to acknowledge a family member’s special triumphs, to celebrate a birthday or praise a job well done, reward a goal achieved, or simply to say, ‘YOU ARE SPECIAL TODAY.’ When the Red Plate is used, any meal becomes a celebration honoring a special person, event, or deed. It is a visible reminder of love and esteem. The Red Plate — make it a tradition in your family, symbolizing the good and happy times. It will speak volumes of love when words just aren’t enough.”
IN YOUR FAMILY
The “Red Plate” is one of the best ways we have found to bring joy, affirmation, and encouragement to different members of our family and friends. Whenever we have a guest for dinner, he or she gets the “Red Plate.” Whenever there is a special occasion–from birthdays, the first night home after being at camp or college, finishing a hard project or getting a good grade on a test, that person gets the “Red Plate.” (I have even heard of families who bring it with them to a restaurant when they are having a surprise party for someone!)
However, the most important use for our Red Plate, I think, has been for the hard times, those times when someone has worked and worked to get a part or make a team or win an election, and they have been disappointed. Someone in the family always makes sure they get the “Red Plate” that day as a symbol that they are still special, no matter what has happened.
IN YOUR WORKPLACE
Several years ago I gave the “Red Plate” as a gift to the publisher of my first two books. I presented it to the Publisher at an all-company gathering where I was speaking. One of the most touching stories of its use was from a young man who is the receptionist in the building. He told how surprised and delighted he was to be one of the first ones to get the “Red Plate.” He said, “I thought only management would get it.” He then decided that he would add his special touch, so when he passed the “Red Plate” on to someone who had made a difference for him, he put a Danish on it and thus began a new tradition in their organization!
The “Red Plate” is a fun and visible way to show appreciation in a company and also to create a new organizational tradition. Legends grow up around who got the “Red Plate” and why. Each person who receives it gets to keep it in his or her office for a certain period of time, and then they are asked to “pass it on.” The “Red Plate” has been the bearer of many deposits in employees’ emotional bank accounts!
To order a Red Plate for your family or organization, go to barbaraglanz.com/products/fun-traditions/