REVIEW IN QUINTESSENCE, A KAISER PERMANENTE PUBLICATION
BARBARA QUOTED AND “THE SIMPLE TRUTHS OF APPRECIATION” REVIEWED IN QUINTESSENCE, A KAISER PERMANENTE PUBLICATION
Both a summary of Barbara’s Opening Keynote speech, “Spreading Contagious Enthusiasm™–Creating Workplaces of Passion, Purpose, and Productivity,” at the Advanced Practice Symposium in Pasadena, CA, and a review of her book, “The Simple Truths of Appreciation — How Each of Us Can Choose to Make a Difference,” were included in the latest Kaiser Permanente publication, Quintessence. This magazine is the Kaiser Southern California publication for all Certified Nurse-Midwives, Certified Registered Nurse Anesthetists, Clinical Nurse Specialists, Nurse Practitioners, and Physician Assistants. They quote her powerful statement, “It doesn’t matter what your individual jobs are, you represent Kaiser Permanente. Whether you are a receptionist, a medical assistant, an advanced practice provider, or a physician, Kaiser Permanente will be a little better place, or not quite as good, because of YOU!”.
COMMUNITY FIRST CREDIT UNION — SERVANT LEADERSHIP AT ITS BEST
COMMUNITY FIRST CREDIT UNION — SERVANT LEADERSHIP AT ITS BEST
I had the privilege this month of speaking on “Spreading Contagious Enthusiasm™–Creating Workplaces of Passion, Purpose, and Productivity” to Community First Credit Union in Appleton, Wisconsin. It is always interesting to me that so often the organizations that ask me to speak on this topic, like Nordstrom, Southwest Airlines, and Community First, are the ones who are already doing a great job, while those organizations who really need this message do not see the value.
I was deeply struck with how this small community credit union exemplifies servant leadership at its very best, both internally and externally. It begins with their leader, Cathie Tierney, President and CEO. Not only is she a supportive, hands-on, approachable leader on the human side, but she is also very astute on the business level. This organization has grown quickly and has exceeded its goals for years. In fact, at almost $2 billion in assets, they are the largest locally owned financial institution in their market.
However, the most amazing thing about this woman and her leadership is what she gives back to the community. She spends an average of 12 – 15 hours a week on community service. While I was there, I was invited to an area-wide dinner honoring community volunteers, and Cathie was presented with their highest honor. What a model this sets for her entire organization!
Externally, this company DOES put the community first! Last year they saved their members 18 million dollars, and this year their goal is to save them 20 million dollars. (They announced at the meeting that already in this first quarter they are over halfway there!) While other financial organizations are focused on improving THEIR bottom line, Community First is focused on helping their members. Of course, they are rewarded in other ways, particularly by selling more products and gaining more members; however, their overriding concern is truly to help their more than 97,000 members be financially secure.
They have opened branches in all the high schools, a middle school, and even in a grade school in the area to help teach young people how to save and manage their money at an early age. What a gift they are giving them for their future!
Foreign student interns from Appleton came to hear my presentation
Another way they support their community is that 76% of their employees volunteer in some way in the area, and their goal is to reach 80% participation in 2012. Most importantly, the organization values and supports employee contributions with time off, encouragement and awards for giving back.
Internally, I was touched by the caring Cathie and the management team express for their employees. Once a quarter they have an all-company meeting in the evening to inform staff about the company’s financial health and to celebrate both individual and organizational achievements. They not only pay the employees for this time, but they also provide dinner and some sort of inspiring message.
They value and appreciate one another. While I was there, the employees surprised Cathie with a lovely gift and flowers to celebrate her community award. As a result of doing so well for the quarter, Cathie announced that she was giving them each an extra vacation day. What a generous incentive for people who have done a great job! (And she promised another day off if they meet their annual goal. 😉
Most importantly, they have FUN together. At the end of the meeting, all the managers came into the auditorium dressed in straw hats, sunglasses, and grass hula skirts to tell employees about an upcoming party they were having for all of them. I also noticed how much they all love competition with other organizations, and they almost always win – a wonderful example of team spirit!
In a landmark study which has been replicated many times over the years, it was found that the top three things all employees want are interesting work, full appreciation for the work they have done, and a feeling of being in on things. Community First has creatively succeeded in meeting all these needs internally.
Finally, they have become an employer of choice in the Appleton area not only because of how they value their employees but most importantly, for how they contribute to their members, their community, and this world. It was a special joy for me to see a small organization that is doing everything right and to be able to affirm and celebrate them for the difference they are making. I only wish they had a branch in Florida!
To learn more about Barbara’s work, go to www.barbaraglanz.com.
Customer Service In Canada
I met Brad Kowerchuk when I was doing a seminar on “The Simple Truths of Service” in Saskatoon, Saskatchewan, Canada, last year. He recently sent me this story about a wonderful customer service experience getting his car fixed:
On Wednesday, I had my car into the wheel alignment shop… these folks came highly recommended and the car needed some TLC.
Now, a wheel alignment is not a purchase that is full of dazzle – you just expect that they know what they’re doing and that the job gets done right. And, usually the people you meet have little enthusiasm either; they just fill out the paperwork and you all move on. Maybe because of the above, I have lowered expectations, but I must say that I was very pleasantly surprised when I picked my car up. From the welcoming smiles, to the efficient processing of the paperwork, everything was first class… but I haven’t gotten to the best part yet!
Here’s what really stood out – instead of handing me my keys across the counter, the service rep walked all the way around the counter, handed me my keys… then, he shook my hand, looked me directly in the eyes and thanked me for my business. Even further, he asked if I would call in a couple of days to let them know if everything was working ok.
Wow! Now, that is outstanding customer service! And, what did it cost? Nothing in money terms, and perhaps an extra 30 seconds in time! If a service rep at an auto repair shop can wow with a great customer service experience, what can YOU do in your job to wow one of your customers? Do you have an extra 30 seconds in your day to make someone feel special?
Thanks, Brad, for sharing this story. It exemplifies the foundation of all my work — how just one person and a little extra time and caring can make such a difference in all of our lives. To learn more about Barbara’s work, go to www.barbaraglanz.com.
THE NEW LEGOLAND – BRAND AND SERVICE PERFECTION
Legoland just opened in Florida last fall, and many people thought, “Why would the mecca of entertainment (Orlando) want ANOTHER theme park?” When my precious grandsons, Owen 6 and Simon 4, visited from Portland, OR, on their spring vacation this year, we found out!
Owen, Simon and Granna Barbara with a Lego dinosaur
BRAND
First of all, this park is specifically designed for children from ages 3 to 10 or 11 who are Lego’s best customers. The rides are all designed for younger children, everything is built to their scale, and there are dozens of things to climb and touch. Amazingly, the park is only open from 9:30 am to 6:00 pm which certainly makes parents happy since that is about all the time little ones can take without having meltdowns.
Everything in the park is made of Legos – from the huge “WELCOME” bricks at the entrance to statues, animals, the cars on all the rides, and the mini-scenes. Even the lifesize characters walking around are Lego men. (Just realized – I don’t think I have ever seen a Lego woman! 😉
The park features innovation, creativity and freedom, just like its building blocks encourage. There is one whole section devoted to “Imagination.” The entrance, appropriately, is a gigantic sculpture of Einstein’s face! Inside there is a huge room filled with every kind of Lego brick and accessory you can imagine. Every hour a limited number of children are invited in, and they can stay as long as they want creating and building.
An especially unique aspect of this park is the freedom they give the little ones on some of the rides. There are two Driver’s stations, one for ages 3 – 5 and another for ages 6 – 10. Each child gets his or her own Lego car to drive around a course with complete freedom, unlike other parks where the rides are on a track and the children can only “pretend” to drive. The cars for the little ones have a steering wheel and a gas pedal, and their track is a large oval. The cars for the older children have a steering wheel, gas pedal, and a brake, and they must first watch a video about safe driving before they can get into their car. Their large looping track has two way traffic, stop signs, and traffic lights. What FUN to watch these little guys driving a car for the first time! And at the end, they each get their very own driver’s license.
Owen driving all by himself!
Another ride that encourages independence and freedom involves lifesize Lego boats, which again are not on a track. Each child must ride with an adult; however, the children are the drivers. Watching six year old Owen and my daughter in their boat, I laughed until the tears rolled down my cheeks! Owen was determined that Gretchen would NOT touch that steering wheel, so their boat crashed into the side, went backwards, and got passed by at least seven other boats before they got to the end. It took longer than any other ride in the park, but Owen had the time of his life – and so did Granna Barbara!
One of the highlights of the park was the section where mini-scenes were built of famous places in the US. There were scenes of Washington, DC, New York City, New Orleans, San Francisco, Key West, Las Vegas, NASA, and of course, some featuring Florida. The intricacy of these scenes coupled with moving parts was mind-boggling, and for me, being a person who loves dolls and miniatures, I was totally fascinated.
And of course, the brand was carried through with the merchandising–all the little shops had everything you could think of made with Legos from prices of $1.99 to $99.00!
SERVICE
The park was immaculate. From the moment you entered, there was a Visitor’s booth and smiling, friendly people. There were two incidents that especially struck me that demonstrated their commitment to service.
First, since the children were so excited to be there, they often ran ahead of us to the next attraction. At one point Simon tripped and started to cry. Immediately a young man who was sweeping ran over and asked if he was OK. Then he asked if he needed a band-aid. Unfortunately, we said no at the time, but I have often wondered if the band-aid might not have been a Lego! 😉
At the track where the little ones ages 3 -5 could drive their own cars, you can imagine the difference in abilities. Many of the little boys got right in and drove around the track, almost like adults; however, the little girls seemed to have lots more trouble. As I watched, there were at least 2 or 3 children on every sequence that just “could not get it.” The darling, patient girl running the attraction would come over, show them how to do it, give them a push and watch. Finally, instead of taking them off and sending them back to their parents (as most attendants would have done in other theme parks), she would get behind the car and push them a time or two around a quite large track. It was a hot day, and I was deeply impressed that she wanted to make this a positive experience, not one of failure, for each child. I did make it a point to go up and thank her afterwards.
The most special moment of the trip: At the end of the day, Owen said to me, “Granna Barbara, this was the best day of my whole life!” What could be a better tribute than that?
The boys and Granna Barbara at the end of the day!
Real Recognition Radio welcomes Barbara Glanz, leadership expert and author of eleven books, including The Simple Truths of Service As Inspired by Johnny the Bagger® and “The Simple Truths of Appreciation — How Each Of Us Can Choose to Make a Difference” to share her secrets on how to spread “Contagious Enthusiasm” in the office.
Barbara has worked with organizations around the globe, and her client list includes Honda, Disney, and Southwest Airlines just to name a few! Her work focus is on how to improve morale, retention, and service. Most importantly, she works with people who want to rediscover the joy in their work and in their lives while acknowledging that we will all face challenges.
How does enthusiasm build morale at work? Why do leaders forget the power of appreciation? During this uplifting Real Recognition Radio episode, you too will learn how to inspire others to achieve great things and transform the workplace as well as live a better, fuller, more engaged life.
THE HIGHS AND LOWS OF CUSTOMER SERVICE –ALL IN ONE STAY!
THE HIGHS AND LOWS OF CUSTOMER SERVICE –ALL IN ONE STAY!
In August of 2011 the National Speakers Association convention was held at the Anaheim Marriott. It was an interesting experience of contrasts between people and systems and how they impact service.
The convention began on a Friday, and until Tuesday the service had been adequate but not outstanding. At the final banquet of the convention on Tuesday night, I was being inducted into the Speaker Hall of Fame, one of the highest honors NSA bestows, and all my children, two of my grandchildren, my favorite aunt and cousin, and a couple who is “adopted family” were all coming. However, the inductees were a secret, so no one was supposed to know who they were until that night, meaning that I could not be seen with my family ahead of time.
GrannaBarbara, Simon and Owen getting ready for the big event!
They all arrived sometime Tuesday afternoon which happened to be my grandson Owen’s sixth birthday. Because he was wearing a birthday pin he had been given on the airplane, the greeter in the lobby wished him a happy day which pleased him.
The banquet was an amazing experience for all of us. I was honored, thrilled, and humbled to be getting the award, and in my speech, I asked all 2000 people in the room to say, “Happy Birthday, Owen,” something he will never forget.
Somewhere during the evening the staff found a small cupcake and brought it to Owen during dinner, and using creative thinking since they had no candle, one of the waiters pulled out a match and did a quick “birthday wish.”
The evening lasted until almost 11:00 pm, so the little guys, 3 and 6, were exhausted at the end, but when they went back up to their room, they found a large tray filled with birthday goodies for Owen – a stuffed parrott, a pirate eye patch and sword, a treasure chest filled with candy, and a card from the staff at the Marriott. (The pirate theme tied in with the new update of “Pirates of the Caribbean which had recently opened at Disneyland.) We were blown away as NEVER had a hotel ever done anything like that before! Owen had a perfect birthday, and we could not wait to thank the manager of the hotel. Someone had been observant and had gone the extra mile to delight a little boy AND his family!
“A Little Something More” is an original song about “Johnny the Bagger®,” written and performed by my wonderful friend and musician, David Roth of MaytheLight Music.
Johnny is a young grocery bagger with Down syndrome who, after hearing me speak, puts a thought for the day in everyone’s groceries he bags. As a result, he has changed the culture of an entire store. The story is bringing hope to millions of people all over the world. You can hear an excerpt of this precious song on David’s album, “Irreconcilable Differences.” by clicking here.
I know this song will touch your heart and add a new spirit to your day. For more information about the “Johnny the Bagger®” movie, go to barbaraglanz.com/johnny.
Three Things I’ve Learned About Customer Service
THREE THINGS I’VE LEARNED ABOUT CUSTOMER SERVICE
By Barbara A. Glanz
I have been working in customer service for most of my life. As a high school and college teacher, I was among the first to realize that I had customers. Later as Manager of Training and then Director of Quality in Training for Kaset International, an award winning Times Mirror company that focused solely on service quality, I designed customer service training, trained customer service trainers, and consulted regularly with senior managers who were initiating service cultures in their organizations. In the last four years I have written two books on customer service, and I am in demand as a speaker worldwide on the topic.
During that time I have come to three realizations about customer service:
1. You cannot mandate customer service. Management can threaten, punish, train, reward, cajole, and yet if an employee does not want to give good service, it simply will not happen. I have seen the very best skills training programs installed, performance reviews that reflect service attributes, reward and bonus programs that are extraordinary, and even threats of job loss, yet some employees simply choose NOT to give good service.
2. Customer service comes from the inside out. As I have watched people at all levels in organizations throughout the world, both public and private, it has become very clear that in order for employees to give good service, we must win their hearts and spirits to WANT to serve, not out of loyalty to the organization but simply because they want to make the world a little better place.
3. Giving good service involves creative, “out of the box” thinking. Those who give the best service do so by offering options, alternatives, and new ways of doing things. They bend the rules for their customers, and they ALWAYS meet the customer’s human need for kindness, respect, and understanding even if they cannot in some creative way meet his or her business need.
What does this mean to you as a manager? Training, rewards, threats, and policies are not enough. First, you must hire wisely, and second, you must model the qualities you desire in your employees as you interact with them. How are you treating YOUR customers?
For free articles you can use in your company newsletters and an archive of dozens of immediately applicable “Ideas of the Month”, go to www.barbaraglanz.com.
Right-Brainers Will Be the Leaders of the Future!
Daniel Pink in his book, “A Whole New Mind- Why Right-Brainers Will Rule the Future,” writes about how we are moving from Left-directed thinking to Right-directed thinking and from the Information Age into the “Conceptual Age.” He says, “The future belongs to a very different kind of person with a very different kind of mind – creators and empathizers, pattern recognizers, and meaning makers- artists, inventors, designers, storytellers, caregivers, consolers, big picture thinkers. We are moving from an economy built on linear, logical, computerlike capabilities to an economy and a society built on the inventive, empathic, big picture capabilities.”
He describes three reasons why this is happening:
* Abundance — Because most of us today have much more than enough, we have moved from focusing on day-to-day survival to a broader context — the search for beauty and emotion, meaning and purpose. We are liberated by prosperity but not fulfilled by it, so the pursuit of self-actualization, beauty, purpose and meaning has become an integral part of our lives.
* Asia — Most standardized, left-brain work can be done for a much lower cost overseas and delivered to clients via fiber optics, so knowledge workers must master abilities that can’t be shipped overseas. Those abilities are “right-brain” aptitudes.
* Automation — Computer automation is requiring Left-directed professionals to develop aptitudes that computers can’t do better, faster, and cheaper, moving away from routine, analytical, and information-based work and toward Right-directed aptitudes like empathy, creativity, storytelling, counseling, and fashioning the big picture.
He discusses the six essential Right-directed aptitudes we all need to master to complement our Left-directed reasoning:
1. Not just function but DESIGN. It is critical today to create a product, service, experience or lifestyle that is not just functional. It must be beautiful, whimsical, or emotionally engaging. (Think of customer service in these terms. We need to DESIGN a unique and emotionally engaging experience.)
2. Not just argument but STORY. We are so bombarded with information and data that the essence of persuasion, communication, and self-understanding has become the ability to fashion a compelling narrative. (Think of the legendary customer service stories that have inspired loyalty to organizations and have brought hope to individuals throughout the world that anyone can make a difference. One example is my story of “Johnny the Bagger®” which can be previewed at www.barbaraglanz.com/johnny . This story has been watched by over 5 million people on YouTube. How much better is a story than a set of figures to engender loyalty and meaning!)
3. Not just focus but also SYMPHONY — What’s in greatest demand today isn’t analysis but synthesis–seeing the big picture, crossing boundaries, and being able to combine disparate pieces into an arresting new whole. (Consider the healthcare industry and the new emphasis on treating the WHOLE person and moving from “omniscient purveyor of solutions to empathic advisor on options.”)
4, Not just logic but also EMPATHY — Those who thrive will be the ones with an ability to understand what makes their fellow men and women tick, to forge relationships, and to care for others. (The difference between a “boss” and a “leader” resides in the difference of how they receive power. A boss (left-brain dominant) has “position power” and he or she keeps others in an inferior position through fear and retribution. A leader, however, (right-brain dominant) gets his or her power from the people they lead. They are “developers of people,” and others follow them because they demonstrate wisdom, empathy, respect, and caring.)
5, Not just seriousness but PLAY — Research has shown the huge health and professional benefits of laughter, lightheartedness, games, and humor. (It only makes sense that people who function in workplaces of joy, caring, creativity, and fun will not only be happier but will ultimately be more productive and provide better service. The way people are treated internally will be the way they treat people externally. This is true of families as well as organizations, so we need to stop taking ourselves so seriously.)
6. Not just accumulation but also MEANING — Our material abundance has freed us to pursue more significant desires: purpose, transcendence, and spiritual fulfillment. (Consider that Rick Warren’s book, “The Purpose-Driven LIfe,” has become the best selling book of all time, suggesting powerfully the search for meaning in our lives today.)
These six senses have already begun to guide our lives and shape our world. As I reflect on the messages I have been sharing since I started my business in 1995, these high-concept, high-touch abilities have been foundational. I have long shared the importance of encouragement, caring, empathy, appreciation, service, and finding how one’s work is making other’s lives better. It is reassuring to see that Pink truly feels that this kind of Right-directed thinking will reinvent our businesses, our lives, and our world:
Today, the defining skills of the previous era – the “left brain” capabilities that powered the Information Age–are necessary but no longer sufficient. And the capabilities we once disdained or thought frivolous –the “right brain” qualities of inventiveness, empathy, joyfulness, and meaning –increasingly will determine who flourishes and who flounders. For individuals, families, and organizations, professional and personal fulfillment now require a whole new mind.
Daniel Pink, “A Whole New Mind-Why Right-Brainers Will Rule the Future”
“Barbara Glanz is a world renowned presenter who speaks from the heart. She challenges us to look inside ourselves and to be the best we can be. Whether you are listening to one of her energy-packed workshops, reading her many insightful books, or meeting with her one on one, Barbara makes an impact on how one looks at their life. Through her multitude of ideas, solutions and story telling, Barbara provides excellent insight to managers and employees on how they can maximize their potential and make a difference at work and at home. I have personally seen Barbara speak to small groups of 30 and large groups of thousands, and she has the ability to personally reach out to everyone in the room so that they walk away wiser, better prepared with new tools and more energized and engaged.”
Carole Erken, Human Resources Director,
Kaiser Permanente
In the presence of trouble, some people buy crutches; others grow wings. - Irion -
