Barbara was recently featured on Channel 7 in Sarasota (ABC WWSB) on their Amazing Women of the Suncoast series. You can watch the video here.

Barbara recently filmed a special project for Google, where she was chosen as their Customer Service Expert. She can’t the footage hasn’t been released yet, but we can show you this promo still from the set.

Barbara on the set of a recent special project shoot for Google.

Barbara A. Glanz, CSP, CPAE

If you want to become the greatest in your field, no matter what it may be, equip yourself to render greater service than anyone else.
Clinton Davidson

“It’s not about you!” That was the first sentence of Rick Warren’s book, “The Purpose Driven Life” which has since become one of the best selling books of all time. As employees and managers, we market our product, yet the key to lasting relationships with our clients is our Service. How are we, each time we interact with a colleague or a client, demonstrating that it is “not about us?”

In today’s market, clients want high value, and high value includes extraordinary service. No longer do they simply want a satisfactory product. They want long-term, authentic relationships based on shared commitment to the organization and its mission.

The first step in serving our clients at a higher level is to examine our own mission in this business. Whenever I work with a group of leaders in any organization, I ask them this gut-level question, “Are you into Power or are you into Service?” Ask yourself that same question because your clients will quickly perceive the answer.

I have discovered a simple framework for understanding practical ways to keep the focus on service in my work and in my life through Ken Blanchard’s book, “Lead Like Jesus – Lessons From the Greatest Leadership Role Model of All Time.” He suggests that someone who is truly focused on serving others should examine their Heart, Head, Hand, and Habits.

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MEMORIES OF MOTHER
Lucille Anderson Bauerle
May 21, 1918 – May 17, 2011

Mother’s college graduation picture — the one that made my Dad fall in love with her!

She was CREATIVE.

• We always had the best costumes on Halloween and in the Kids Day Parade. One year Bruce was “Peter, Peter Pumpkin Eater,” and she created a huge orange pumpkin around our wagon. Then she made me a princess costume to be his wife. They put a ladder in the wagon, and poor Bruce had to pull me all around the town square. I loved it!
• She was constantly doing art projects with us. I guess it took more on my sister, though, than it did on me!

She was GENEROUS.

• I remember so many times going with her to deliver food or flowers to people, and often she would do it anonymously. We would leave a plant on the front porch with a note that said someone was thinking about them, and then we would drive away. (Today it would probably get stolen!)
• About once a month, she would pack us all into the car (usually complaining all the way), and we would go to the Baptist Memorial Home. We would always take a treat to pass out to all the residents – homemade cookies or cupcakes, little cups of Dairy Queen (they were 5 cents in those days), or fresh fruit. All of us kids would be the deliverers and then I would have to play the piano, and sometimes the other kids sang. Today I know what a wonderful gift that was to them, but at the time all I wanted was to be with my friends.

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Today, May 10, is the anniversary of Charlie’s birthday in Heaven. I still miss him every day! Each of us in the family knew that he would give his life for us without question, and that is the most precious gift one could ever have from a husband or father. This is a tribute I wrote about him in his memorial booklet:

Charles William Glanz

My husband often surprised me. He was not what I would consider a true romantic, but as the years went by, I realized that he was romantic in simple, homey ways. He loved to hold hands and touch. I must admit that sometimes I was annoyed by this, especially in the middle of the night when he couldn’t sleep or in the middle of a movie or sermon to which I was intently listening. However, more and more, I have realized what a comfort and an anchor his touch was for me. I knew, without a doubt, that I was loved, and I so miss that touch today!

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This list was sent to me by one of my clients:

At our recent Customer Service Training Session with renowned author Barbara Glanz, attendees were asked to work in teams and brainstorm about different ways to show customer appreciation. We are sharing these 100 great ideas with our entire chamber membership in our ongoing effort to spread the word on the importance of great customer service.

100 CREATIVE WAYS TO SHOW CUSTOMER APPRECIATION
-smile
-say thank you
-flowers outside door
-comfortable place to sit
-dog treats for the dog
-candy treats for the kids
-say their name
-ice water for customers
-pet appreciation
-anticipate their needs
-something to occupy kids
-make them feel at home
-help carry things
-speak clearly
-bilingual staff of assist
-compliment them (sincerely)
-chocolate kisses
-remember their name
-free balloons
-send birthday card
-free cookies
-wall of fame (customer photos)
-discounts
-welcome package
-open house/invite repeat customers
-hand written thank you letters
-give away bags to good customers
-coupons
-brag board
-be on time
-follow up phone calls
-customer appreciation day
-clean establishment
-prize drawing w/business cards
-public thank you in newspaper
-gift certificates with referrals
-monthly newsletter
-invite schools in for activities
-make me smile contest
-grandma for a day
-send flowers
-take their photo (tourists)
-hospitality bar
-bells to celebrate customer
-donate to their favorite charity
-educate customer
-share a personal experience
-be a resource (even for competitors)
-sell flowers
-offers to friends and family members
-find out answer – if you don’t know it
-ask them to come back
-ask them about themselves
-reach things that are too high for customer
-popcorn day
-ice cream day
-phone cards
-color books for kids
-free post cards
-follow up on problems
-candy kisses
-free parking tokens
-let customers stay in store – don’t push out at closing
-free suckers
-know your product and educate your customer
-listen to customer
-hold the door open for customer
-always follow through
-friendly environment
-sing happy birthday on their birthday
-play music
-free massages
-extra towel for pet
-make customers laugh
-wear fun clothes
-send out fun quotes @ drive thru
-roll with the punches
-know how to give directions
-get well cards to sick customers
-stickers for kids
-offer nice shopping bags
-ask customers about themselves
-ask for feedback
-take service to the customer
-give discounts for referrals
-introduce yourself
-fun décor
-dog therapy
-check in on customer/client
-hire enough staff
-prompt service
-helpful, knowledgeable staff
-upgrade service
-go the extra mile
-be patient
-pay attention to details
-offer gift registry
-reward loyalty
-be flexible
-make a first and last impression
-pay attention to how your customer wants to be treated

For more ideas to appreciate your customers, choose one of Barbara’s books: “The Simple Truths of Appreciation,” “CARE Packages for the Workplace,” “CARE Packages for the Home,” or “Handle with CARE.” Go to www.barbaraglanz.com/products/books/.

A depressed 45-year-old man asked his doctor, “How long to you think I will live?”
The doctor answered him, “Do you climb mountains, sky dive, or swim in the ocean?”
The man answered, “No, I don’t do anything risky.”
The doctor pressed him further. “Do you travel to exotic destinations?”
“No, I never fly anywhere — too dangerous!”
“Do you drink wine?”
He responded, “No, I never touch the stuff.”
“Do you eat red meant or chocolate?,” the doctor asked.
“Never,” the man said.
Finally, the physician asked, “Do you enjoy sex?”
“Not much anymore,” he said.

So, the doctor looked at him, shrugged and said, “Well, then, honestly, I don’t see why you should even care how long you have left to live!”

“Life is short. Don’t run so fast that you miss it.”
Raffaelle Monne (a 107-year-old woman from Sardinia)

To learn about more ways to find purpose and joy in your life and work, go to www.barbaraglanz.com

Girlfriends enjoying a silly hat experience at Disneyworld. Fun to be a kid again! 😉

If people don’t have in their hearts the desire to serve and make a difference for people, no matter what you do, they will not create great service. Mary Kay Ash, founder of Mary Kay Cosmetics, often said that the secret of her success was hiring nice people and then permitting them to be as nice as they could be.

I totally support that concept. A nice person who cares is hard to beat, and customer service depends on nice people reaching out to their customers and creating memories. Let me give you an example.
As a professional speaker and author, I spend a lot of time in front of audiences all over the world. Since they have to look at me for extended periods of time, I always try to dress in a way that is bright, different and special, so people will have something interesting to see. I know that I am the visual!

One day as I was flying to another city, I found a gorgeous dress in a magazine advertisement. It was one of those perfect finds, a dress that was simply made for me. It was red, my very favorite color, and I was determined that I had to have that dress.

When the plane landed, I rushed to the nearest telephone to call the store and order the dress. When the salesperson answered, I breathlessly explained, “I’m a professional speaker; I am in front of audiences all the time and I always try to dress in a way that captures people’s attention. I saw this beautiful dress from your store in a magazine today. It’s my favorite color and I just have to have it.”

She chuckled and asked for all my information. She asked me about my speaking career and I told her that I most often speak on “Regenerating Spirit in the Workplace.” She replied, “Wow, we really need that here!” She then said, “I can tell that you really love that dress, Barbara, and I will do my very best to find it for you. I’ll call you back at 10:00 a.m. tomorrow morning to let you know.”

The next day at exactly three minutes after ten, she called. She began by saying, “Oh, Barbara, I’m heartbroken. I know how much you wanted that dress, and I did my very best to find it. I called fourteen different stores in eight different states, but I simply could not find it in your size. I am so terribly sorry to disappoint you, because I know your heart was set on having it.

“But,” she continued, “we just got a new shipment in, and I found another, very similar dress in your size and it’s red, your favorite color. I went on your website, saw your wonderful pictures, and think this dress would look really good on you. Even though it’s not the one you wanted, I think you might like it. Would you want me to ship it to you at no charge to see if you like it?”

What a special experience that was! Even though I did not get the dress I had my heart set on, I got something even more special—a person who cared. I did not have her send out the other dress, but guess who I called the next time I wanted something to wear on stage?

When it comes to great service, there’s no substitute for a caring heart. Johnny’s big heart transformed an entire grocery store. The good heart of the salesperson that searched for my red dress turned me into a Raving Fan customer. The final truth is this:

When the heart is in the right place,
the ego gets out of the way.
That’s when great service
comes shining through.

This idea is excerpted from The Simple Truths of Service, – Ken Blanchard & Barbara A. Glanz. To order this book, go to the PRODUCT section of Barbara’s website.