Happy Employees Create Happy Customers
By Barbara A. Glanz
Have you ever seen a company with unhappy employees who had happy customers?
I haven’t!
Employees need managers who can empathize with their stress and pain and who honestly try to create an environment in which they feel valued and respected despite all the changes going on around them. Then they can be their best for their customers.
According to an article by Kenneth Kovach in Employment Relations Today, when employees were asked what they valued most about their jobs in 1946, 1981 and again in 1995, the top three things employees they reported were:
1. Interesting work
2. Full appreciation for the work they’ve done and
3. A feeling of being “in” on things
Each of these motivators relates to an element of the type of caring, spirited workplace managers can create for their employees.
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QUESTION: What are some strategies I can use to show appreciation to others in my workplace? BARBARA ANSWERS: For more questions and answers with Barbara, visit www.barbaraglanz.com/iquestions. “I have given this book as a gift to my own children’s teachers and coaches and have seen first hand how touched they are to be appreciated,” says Laura Roberts, Director of Client Services at Barbara Glanz Communications. The front page of the book has a dedication page where you can put your name and your own personal message. The book is also a wonderful gift for co-workers, volunteers, or employees whether in a school or work setting. Everyone wants and needs to feel appreciated. “The Simple Truths of Appreciation” is a beautifully crafted gift book that incorporates amazing photography, powerful quotes and inspirational stories about how we can make a difference in the lives of others. Barbara Glanz has created an instant classic that takes you on a journey through 10 key principles of appreciation. If you’re looking for a great gift to recognize someone special or to simply say “Thank You”, then this is the perfect gift. Special: Looking for some new ideas? We have a number of Barbara’s great eBooks available for fantastic prices! “Johnny the Bagger’s® Thoughts for the Day” eBook – Price $9.00 The Creative Communicator eBook – Price $3.00 Written Communication eBook – Price $5.00 Electronic Communication eBook – Price $5.00 Face-To-Face Communication eBook – Price $5.00 Day-to-Day Feedback eBook – Price $3.00 Enhancements and Reminders eBook – Price $5.00 Measurements eBook – Price $5.00 Rewards and Recognition eBook – Price $5.00 Recoveries eBook – Price $3.00 Personal Executive Actions eBook – Price $5.00 For more of Barbara’s books and products visit our online store here . THREE THINGS I’VE LEARNED ABOUT CUSTOMER SERVICE 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. 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. 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. I just had dinner with my crazy friend, Bobby, and this is one of his ideas to spice up your life and get you out of some work. These are his suggestions for attending a Pot Luck, especially if you are in a time crunch, broke, or do not like to cook: For those of you unfamiliar with the term, a “Pot Luck” is when everyone brings some kind of food dish to share with everyone else. All the dishes are put out on a long table, and people bring their plates and help themselves to whatever looks good to them. Some of you may think of it as a common man’s smorgasbord. Churches, offices, and associations have them to socialize, save money, and most of all, to share the work. Anyway, Bobby says that when he is invited to a pot luck, he brings in his dish, ALWAYS covered, and conspicuously sets it on the table that way. There is usually lots of activity around the table, so no one really notices who brings what, just that you came in with a bowl. Most people bring their “specialty” and take great pride in sharing their cooking skills with others. Bobby, on the other hand, brings a completely EMPTY dish! His reasoning is that there is always too much food, he is way too busy to make anything, and this way he never even has to wash the dish afterwards. He says that everyone going through the line sees the empty dish and thinks, “Wow! Whatever that was must have been really good because it is already gone!” Because he was seen coming in with a bowl, everyone thinks he has made a contribution, and so he is free to eat to his heart’s content. At the end of the night, he proudly picks up his”popular” bowl and cover, leaving with a full tummy and a completely clean dish. What could be better than that???? (When he told me this, I laughed for ten minutes….not a bad idea, eh? 😉 My friend, Goofy Bobby! To learn more about Barbara’s life and work, go to www.barbaraglanz.com. My friend, Michelle Dolieslager, shared this beautiful family tradition with me today: My sister, Kelly, loves to make cards with all the “Stamping Up” materials she has collected over the years. Growing up Navy Brats and having spouses, family members, and friends who have served in all branches of the Military, my family has always been very supportive of and grateful for the men and women serving our Country. Several years ago, we decided to combine my sister’s passion for card making – and my family’s support of the Troops – into a Dolieslager/Kiem family tradition. Each year, we make over 100 Holiday cards with Kelly’s never ending supply of stamps, ink, ribbons, glitter, cardstock, and our “artistic” talents. You can definitely see they are homemade J. Then on Thanksgiving Day, the Dolieslager/Kiem family (including my awesome 12 nieces and nephews ranging in age from 5 – 23 years) get together at my brother, Bryan’s, house and write special notes of thanks and support in the cards. Jackson and Erin making the cards My Dad served 26 years in the Navy – so my Mom, brothers – Steve and Bryan – and sister Kelly remember how hard it was to be separated from him for months at a time when we were growing up. Kelly’s husband, Bob, was in the Air Force and served during Desert Storm. My sisters in law, Marieska and Lori have family members who have served. This year, we were blessed to have Lori’s uncle Chris and his family join us for Thanksgiving. Chris is currently in the Army and has served in Iraq. He and Bob gave us first-hand insight into what it is like to receive support from others when so far away from home and loved ones. Some of the cards the family made It makes us proud to know that our small gesture of thanks is appreciated by those who receive the cards. So, once again, the signed cards will be included with a box of goodies – cookies, candy, toiletries – and mailed to a friend currently serving in Iraq. He will share our cards and treats with those serving by his side. It’s a simple Dolieslager/Kiem family tradition, but one I will always cherish! All the nieces and nephews who worked on the cards It is not too late to do something like this as a family this holiday season. Not only will it deeply touch the people in our armed forces and be a fun family sharing time, but it will also remind everyone of the many ways that we can chooose to make a difference for someone else . Isn’t that the whole theme of the holidays? To experience more ideas of caring things you can do for one another, go to www. barbaraglanz.com/ideas. I just received this email from an audience member: I have to share a neat “Penny” story with you (see the blog entry on “The Power of Five Pennies.”) . The other night I had taken down a bunch of helium balloons after our Women’s Cancer Awareness Day at the Co-op, and I had missed one. I took it down, and just as I was going into the hall to see if any children were left, the mall janitor was walking by. I smiled and gave him the balloon. He told me thank you and that he was going to tie it to his “chariot.” He then walked over and tied it to the handle of his cleaning cart. We both laughed, and I told him what a joyful attitude he had. As I was going back to my office, I remembered I had a quote on my wall from Martin Luther King that said we should do our jobs with the same passion as Beethoven conducted a symphony or as Micheangelo painted. I photocopied the the quote and took it to him as he was cleaning the cafeteria. He smiled and thanked me, and I again went back to my office. A few minutes later he came rushing in and thanked me again, now that he had read the quote. He asked me to sign it for him as he thought it was such a lovely gift he was going to frame it. We spent the next few minutes talking and getting to know each other. He had worked for the company ten years, one year less than me, yet we had never visited. Isn’t it sad that we get so busy and wrapped up in our own lives, we miss the beauty in the people around us! Now each time I see Rueben we smile and chat a little, and I get an especially big smile when I see him go by, pushing his “chariot!” Thank you for helping us remember to appreciate others. Love, Tammy Hear is the quotation Tammy gave Reuben: “If a man is called to be a streetsweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed music, or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say, here lived a great streetsweeper who did his job well.” Martin Luther King, Jr. How precious that Tammy began to appreciate someone who had been around every day yet they had never connected on a human level. Now they have a special relationship of caring because she noticed and thanked Reuben. Whom in your daily life do you need to appreciate and thank? To learn more about Barbara and to hear more inspiring stories and ideas, go to www.barbaraglanz.com/articles This story was sent to me from Tammy Ramsay after I spoke in the Battlefords, Saskatchewan, Canada. I shared with them a simple strategy to remember to appreciate people every day: Put five pennies in your right pocket when you leave for work in the morning. Every time you thank someone, you move a penny from your right to your left pocket. You do not go home at night until all five pennies are in your right pocket. It is fun to share with your family and others the stories of whom you thanked. Dear Barbara, It was an absolute pleasure meeting you in North Battleford, Saskatchewan, Canada. Your inspirational stories were wonderful, and I carry them close to my heart. I loved the 5 penny idea and have made it a personal quest of mine to act out each day. Already I see the hearts of those who are hurting smile when they see me walk their way, I often giggle inside in anticipation as I wait to act out my next penny move. For example. last week I stopped in at a local grocery store to pick up a bouquet of fresh flowers for a wonderful lady I knew. There were only three tills opened and the line ups were honestly half way down the aisles. I overheard the cashiers talking that an employee had not shown up for his last shift. The older lady cashier that was running the line I was in was definitely over worked and stressed. She had forgot to give the gentleman ( I use the term loosely) his change and was so flustered by his rolling of the eyes that she needed a calculator to figure out she owed him three dollars. By time I got up to the till her lovely eyes were swimming in tears. By that time, I had waited about 15 – 20 minutes in line. She rang me through and thanked me for shopping at the store. I then turned to her as she was about to start the next transaction and said, “Excuse me. I would like to tell you something.” You could have heard a pin drop. All the cashiers stopped what they were doing and looked over in wait of what they thought was going to be an explosion. I then proceeded to take some fresh flowers out of the bouquet and hand them to her. I told her, “THANK YOU for doing such a great job getting me served quickly. I appreciate the stress you are under,” and then told her she had done a great job. Tears rolled down her face and a grin a mile wide covered that weathered face. As I walked out, I am sure I hard her humming as she worked! I left with so much more than a bouquet of flowers. Thank you, Barbara! You gave me something so much more than a seminar. You gave me a hope in mankind, that we CAN change the world….. one penny at a time. Who will you give your pennies to? Tell us your stories.Video Q & A with Barbara Glanz
http://www.barbaraglanz.com/iquestions/iq21.html
Click on the link above to see Barbara’s answer to this question.“The Simple Truths of Appreciation” Special
Is there someone in your life whom you need to thank? As the school year is drawing to a close, we often think about all the people who have had a positive influence in our children’s lives: teachers, mentors, volunteers, and coaches. We have the perfect gift you can give to show what a profound impact these special people have made in this world!
Retails at $15.95 but get this wonderful book for ONLY $12.00 to show your appreciation to all the special people in your life!
(The special price of $12.00 a book will show when you go to check out.)
Special price $12.00 plus shipping and handling until June 30th.
Click here to order. Ebook Specials
To order any of the eBook titles below via electronic download click here.
Now enjoy some of the thoughts that inspired Johnny, after hearing Barbara speak, to put his own “thought for the day” into every person’s groceries he bags. Along with the story of Johnny, you will find 20 pages of quotations that are funny, inspirational, and thought-provoking, all of which you can use in both your personal and professional lives. How will YOU be a Johnny today?
How to Communicate your Commitment Creatively
How to Make your Written Communications Express your Commitment in a Creative and Customer Friendly Way
Using Technology to Creatively Communicate your Commitment
Creatively Communicating your Organizational Commitment Through Personal Interaction
Creatively Communicating Your Appreciation on a Daily Basis
Keeping your Commitment Alive Through Fun and Innovative Extras
Creative Ways to Gather Information to Make your Organization’s Commitment Actionable and Effective
Creative Ways to Make Confirming the Commitment Matter to your Employees
Using Creative Recovery to Communicate Commitment
How to Communicate your Commitment CreativelyThree Things I’ve Learned About Customer Service
By Barbara A. GlanzRight-Brainers Will Be the Leaders of the Future!
* 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.
Daniel Pink, “A Whole New Mind-Why Right-Brainers Will Rule the Future”
To learn more about Barbara’s messages and work, go to www.barbaraglanz.com/programs Goofy Bob’s Creative Idea to Save Time and Money!
A Beautiful Holiday Tradition
Another story of CARE-ing!
The Power of Five Pennies
