Archive for December 2010

Your Signature Life: What Will You Create in the New Year?

In the 1916 classic autobiographical novel A Portrait of the Artist as a Young Man, author James Joyce tells of an artist who has his portrait painted in his youth. Over the course of his life as the young man’s character changes, so does the portrait, until it becomes a hideous depiction of his soul as reflected in his face. Though the story is surreal, the phenomenon can be quite true in every person’s life.

You do become the artist who paints your own portrait from the inside out—your character. You paint it habit by habit, day by day, line by line, shadow upon shadow. Each conversation you have adds its own color to the canvas. Each dilemma carves a new dimension. Every decision creates new depth. Failures and successes give perspective. Over time, each trait blends into the final character profile.

The canvas is yours. Your character is ready for your creation. It will be your most priceless possession. You have final say about what goes into it. After you’ve completed it, no one can destroy it or alter it. Once you sign your name to it and leave your earthly studio, you will always be remembered by this final, distinctive work of art.

As 2011 unfolds, you have a new page on your sketch pad. How will you begin?

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Interpersonal Skills: The New You—Personality Plus

“I’m in here because I’m boorish and tick people off pretty often.” That’s a comment we rarely hear from attendees walking into our interpersonal skills training program. On second thought, I’ve never heard that from anyone in the workshop.  

Typically the opposite is true. Boorish people seem never to recognize themselves. And pleasant people have the life-long habit of learning, growing, and winning more and more friends as they move through life.

How do they do it? By continually identifying and polishing their rough edges. You may want to review this list of bad habits to identify goals for the new year and the new you.

Identify the Rough Edges

  • Having to have the last word every time
  • Judging people with too little information
  • Showing emotional outbursts—anger or tears—to get your way
  • Withholding information so that others fail and you can “save the day”
  • Passing off others’ ideas as your own
  • Being undependable—not following up when you promised to do something
  • Punishing the bearer of bad news
  • Refusing to change and hiding behind the idea that “your faults endear you”
  • Making excuses for failures or mistakes
  • Breaking confidences
  • Gossiping
  • Lying
  • Flattering for self-serving purposes
  • Being confrontational “just because”
  • Delaying in passing on bad news that leads to even worse consequences
  • Procrastinating

Post the Positive
Conquer the interpersonal clutter in your life by selecting one or two habits that may be stalling your career or threatening a key relationship. Then rather than focusing on the negative wording, rephrase it so that it’s a positive statement. For example, “Passing off others’ ideas as your own” becomes “Give others credit for their ideas.” Then write it down and post on your bathroom mirror, your calendar pad, or your dashboard. 

Forming a new personality pattern will take longer than the typical 21-day routine for habit formation that psychologists promise for, say, something like daily exercise. 

But then motivated people are purposeful.

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Customer Service Communication: Kohler Comes Through—A Model

When the handyman wrote out his bid for re-polishing our granite counter-tops in the bathroom, he noticed a tiny hairline crack in the sink. “This sink still under warranty?”

“I’m sure it expired yesterday,” I responded. “That’s typically my luck.” 

But I checked anyway. A quick look at the paperwork showed that we’d purchased the sink four years ago, and the warranty had expired after a year. 

But I thought it was worth a try. I went online to Kohler’s website and found the customer service contact information and dashed off a quick email, uploading 3 photos, hoping the tiny cracks would show up. Within 24-hours Kohler replied, confirming the sink was out of warranty—as expected.

But as UNEXPECTED, the email included an apology for the crack—and stated that Kohler liked to stand behind their products. The service agent asked me to send the name and address of the store location where the sink was purchased, saying Kohler would replace the sink. 

What? I re-read the email.

Sure enough, that’s what it said. 

I replied to their email with the local store’s address. Within a week, I received a letter from Kohler addressed to the retail store manager authorizing a replacement sink.

Got my sink. Done deal. Had it re-installed the next weekend.

This is how customer service is supposed to work:  Easy access. Responsive. Accepting responsibility. Clear communication. Prompt action. No run-around. 

Leading customer service communication workshops around the country for the past 25 years and literally “reading clients’ mail,” I can tell you that this is NOT the norm. When it happens the Kohler way, it’s refreshing.

Kohler cracked, and Kohler came through. A satisfied customer here.

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Presentation Skills: “Top 5 Speakers” Nominated

Speakers Platform just announced the “Top 5 Speaker” nominations for 2011. Each year, they recognize five speakers within 15 popular topic areas. In 2009, more than 13,000 people voted.

Here are a few of last year’s winners:

You can vote for your favorite speakers here, and they’ll announce the winners in January. Thanks for taking the time to vote!

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