Make Your Next Family Reunion the Best One Yet

Summer is here, school is out, vacations are planned and families are gathering for that big get-together...the Family Reunion.

If your family is included in this scenario, here are some tips to ensure your next Family Reunion is the best one yet.

REMEMBER YOUR MANNERS AND BE POLITE. Yes, it counts with family, too. Being among kinfolk doesn't give you the right to be rude. Besides, some of the elders who taught you manners in the first place may be there watching you.

SOME ARE KIN...SOME ARE NOT. Guests are usually welcome, so friends, neighbors, and other non-related people are often invited to family reunions. With that being said, you need to remember that reunions also flush out members of your family that you haven't seen in years. So don't just read a name tag...find out exactly who everyone is. The last thing you want to do is hit on First-Cousin Cathy or Half-Brother Hal.

DO NOT AIR NOR SHARE FAMILY DIRTY LAUNDRY; even if it's your own family's laundry. When you see people together in a whispering huddle, you know it's not about Me-Maw's mouth-watering deviled eggs. So jump in and suggest playing a game or drag out the homemade ice cream maker...anything to distract the gossipers. And don't fret about spoiling anyone's gossipy good fun, either. There's always comfort in knowing they'll catch up on everything later, during the familiar post-reunion phone sessions.

PREPARE FOR ANIMATED ACCOUNTS OF PERSONAL ACCOMPLISHMENTS. There's no escaping this. They're as natural to reunions as ants are to cookouts; you know, a colossal pain in the butt, but expected none the less. So dispense with retorts of one-upmanship. Look at it this way; you're ALL family, so if someone happens to be doing well; you're ALL doing well.

And last but not least:

NO CRITICISMS ARE ALLOWED about the planning or organizing of the reunion. If you were on the committee...great! Then you know first-hand how much work was put into it. If you were not on the committee, then you should have been...so keep your criticisms to yourself. And before you leave, be sure to sign up to work on the next reunion committee since apparently, you think you can do better.

Reunions are about gatherings and happy times. Make it a point to keep them that way by remembering the special bond that brought you all together in the first place.

Civility Thought of the Day ~~ It's Rude to Exclude

Excluding others is inconsiderate and causes hurt feelings. Sounds like a no-brainer, right?
Then why do so many of us find ourselves whispering and carrying on private conversations to someone while in the presence of others when we know it's rude?

Now I'm not talking about the low volume that you speak in public to prevent your voice from being too loud. I'm talking about the low mummers spoken directly into someone's ear, usually while hiding your mouth so your lips can't be read.



It's Rude to Exclude

If you only think of teenagers doing this as they hang out with their friends, think again. Sadly, many adults are guilty of this as well, and because of it, and the fact that so many others indulge in this kind of behavior, it is often viewed as acceptable. But it's not.

Rude behavior is NEVER acceptable.

What if you're the person being left out? What would you think or feel?
You'd probably feel like the topic of the hushed conversation -- whether you were or not, right?

So don't dismiss another person by giving all your attention to someone else who is right there with you. If someone wants to talk, giggle or whisper to you with another person present,

Choose Respect Over Disrespect

 

Politely tell them that you choose not to be rude.

Hopefully, they'll take your lead and become more considerate, themselves.


Have you found yourself in this situation? If so, were you the whisperer? The person being whispered to? Or the one excluded completely? What did you do? Did your actions make you feel proud or ashamed?

~~Please share your thoughts in the comments section below~~

History, Civility & Signs of Hope

With 62 days left in our countdown to May and Civility Awareness Month, we're also nearing the end of Black History Month.

Take a moment to think about this month and the chronicles of the great leaders from our past; then ask yourself...

Did I learn anything from them?

Remember their stories of challenges and afflictions; then ask yourself...

Am I looking into their triumphant hearts, or am I seeing only their afflictions and pain?

And as you recount their stories of survival, ask yourself...

Do I also hear their message for us to live a better life together
and to thrive?

History shows us that a better world was desired for future generations of all races and all stations in life. Those before us knew that the world could be better by connecting and understanding each other.

I choose to focus on this direction that leads to the world they wanted, and I relish in the possibilities.

Unfortunately, I know we still have a long way to go. For example, look at what happened to young Zendaya Coleman on Oscar Night.
Click here for Zendaya on Oscar night


Now see here how she handled it:

Zendaya's BLISSFUL response

My granddaughter sent this link to me because she knows how much I admire Zendaya (and I still believe she was the real winner of Season 16's Dancing With the Stars...ok, I'm over it...well, almost).

Yes, I've always admired her and you can see why. She knows herself and what it takes to remain poised and confident in the face of blatant disrespect. I admire the amount of class that's packed into such a young lady and the way she uses her fame as a platform for positive behavior. She is someone for young kids to model; greatly respected by her peers and adults. She is a symbol of hope for the future.

So here, at the close of Black History Month, think about the past four weeks of discussions of triumph and understanding.

Think about Zendaya's story and how we're still treating each other with disrespect and widespread criticism.

Think of all this and then ask yourself one last thing...

What am I doing to build upon the foundations created for us?

And then make sure it's something positive!  
  
~What did you learn during Black History Month? Please share in the comments below. 

 

A Shout Out to Dr. King

Although we are observing the legacy of the Reverend Dr. Martin Luther King, Jr. today, his actual birthday was on Thursday, January 15, 2015 and I found it ironic that on that day...
 
...as a fan of the NBA, I was seated in front of the TV ready for the first game of the night, wondering in the back of my mind, if anyone was going to send a shout out to the memory of Dr. King on this day of his birth.
 
Well, there was a shout out, but in my opinion, not one that would have made Dr. King proud.
 
You see, the Basketball Analysts began their discussion with last week's altercation between Kevin Garnett and Dwight Howard. And Charles Barkley said:

"You got to fight sometimes because you can't

let people disrespect you."

He substantiated this with a recap of his fight with Shaquille O'Neal many years ago, saying that he knew he couldn't beat Shaq, but because there were 18,000 people in the stadium at the time, he felt like that was reason to fight. He further said, "You got to throw blows".
 
Looking for clarity, Co-Analyst, Ernie Johnson asked Charles, "Come on, you're encouraging people to throw blows now and again?"
 
Barkley answered, "In certain situations."
 
And as if that wasn't enough negativity, Shaq chimed in:
 
"I hate to say it, but I agree with Chuck. Sometimes you got to let people know 'I'm here also. You may be a star, you're an older star, I'm a younger star...you're not going to disrespect me'. And Chuck is absolutely right; you got to throw a blow to let people know."
 
Well fellas, here's the thing; when you say that no one will disrespect you, I say they don't have to. You do a great job of it  yourself by staying set and ready for self-disrespect, all too easily and all too often.
 
The Reverend Dr. Martin Luther King, Jr. was a Civil Rights Activist, but impacted our lives for many positive ideas; not just the ones regarding race. However, how many people do you know only think Black and White when his name is mentioned?
 
He stood for much more and should be honored for it all. He didn't tell us to be non-violent...but only with regard to race. He didn't say that the way to respect ourselves is to disrespect another. And never did he encourage anyone to be violent.
 
It's amazing how, on one breath, many will honor Dr. King, but on their next breath, totally stomp out all his triumphs with actions that dishonor all he was truly about.
 
I'm sorry for those (like our sports analysts last Thursday night) who believe there are times for physical violence. It's disheartening to know that these people feel obligated to be aggressive, and then say it's for their family, their team, their mentees, or for their own respect; when it's really for their personal insecurity.
 
And what's worse is the vast number of young people who are being taught this tragic message and, even more tragically, learn and follow through with it.
 
We should be teaching our youngsters that although there are numerous ways to gain respect (and be sure to point them out) as with everything, it all begins with the self. It begins with a choice of self-respect over violence.
 
But enough of my words; here are some from Dr. King, himself...

 

"The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy."

 

"The time is always right to do what is right."

 

"Nonviolence is a powerful and just weapon which cuts without wounding and ennobles the man who wields it. It is a sword that heals."

 
And finally, one of my favorite quotes:
 

"Nothing in all the world is more dangerous than sincere ignorance and conscientious stupidity."

Happy Birthday, Dr. King! 

May your message be accurately taken and your example faithfully honored.

~~What do you think Dr. King would say to Charles  and Shaq about their statements? Please share your thoughts in the comments section below.

 

What's Your Customer's Personality?

Customers fall into four basic personality types. See if you recognize any of them:

The Hurried Customer can be direct, forceful, competitive and strong-willed because they want to hurry and get their issue solved. Because they are direct, they get frustrated when you give them more information than they asked for. You don't have to dig too deep with this type. They'll tell you what they want.

To handle this type, let them make their point. Let them know you're listening and they'll easily feel like a winner.

The Friendly Customer only wants to feel welcomed. They can be awfully chatty and may talk over you as you're trying to help them. So, to successfully manage the Friendly type, ask for their opinion. Nothing makes them feel more wanted than knowing you value what they think. Be brief with this type though, because being as talkative as they can be, time can get away as you're trying to help. They have a tendency to go off the subject. When this happens, simply guide them back to the current issue. But do so gently as the Friendly type does not like bluntness.

The Puzzled Customer is the one you'll have to dig deep with and question. They're usually a bit confused as to what their real problem is and haven't a clue as to what's needed to fix it. So they tend to throw out a lot of issues at once; all with detail and hopes that you'll be able to get to the bottom of their issue. You see, no matter how unsure they may be, they trust you to know what they need.

Work with this type by asking questions for clarification. Take notes if you have to. Remember, they'll be giving you a lot of detail whether you need it or not. And just to be on the safe side, when you think you've got the message, restate your understanding because you're working with a lot of stuff.

Last is the Demanding Customer; the one who pushes your patient quota. Notice I said 'demanding' and not difficult. They're the ones most likely to rant and rave. As long as they're not abusive, listen to them and let them vent. They'll eventually run out of steam. They'll challenge  your methods of resolution and will want to speak to someone (else) in authority. Don't argue with them; let them. Choose your attitude; don't get caught off guard, and DON'T TAKE IT PERSONAL. Understand that this customer's emotions probably come from frustration over the issue and not because of anything you've done. (See more on this HERE).

Any service provider can recognize a Hurried, Friendly, Puzzled, or Demanding customer. But it's the Blissful one who knows just how to communicate with them, interact with them, win with them; all through Customer Bliss.


~~~Tell Tammy~~~
I hope you enjoyed Customer Service Week this year.
Let us know what you've noticed, learned or just thought about during this year's campaign.

Until next time,
Stay Blissed

 

 

Show Genuine Concern to Customers

A customer walks into your place of business, asks for something and you give it to them.

Did you provide customer service?

Absolutely.

Did you provide exceptional service...or as we like to say...Customer BLISS?

Well, that's questionable.

How did your customer feel while being assisted? How did they feel about the way they were assisted? How did they feel about you or your workplace as a whole?

If you think that your customer has to verbalize the answers to these questions in order for you to know, you're wrong. So how could you possibly know? Through genuine concern. You must care enough to want to know.

With genuine concern for your customers, you tune into them. You take their issues personally and look for ways to 'Bliss' them. Then you look for clues that prove you were successful. The clue may come as a smile as they leave your office or through the tone of their 'thank you' just before they hang up the phone. It could be through a number of actions, and if you care, you'll recognize how they feel.

Genuine concern is about caring for more than just your job. It's caring about your service and the positive results that come about when you've done a great job. It makes customer service a part of you. It becomes a talent, not just a skill. You won't have to force yourself to treat your customers politely or respectfully because by caring, you've transformed them from 'just a part of your job' into real people with real concerns that you want to fix for them. You've transformed customer service into Customer BLISS.

Through genuine concern for your customers you'll make them:

• Feel important
• Believe in you and trust you
• Work with you to find solutions to their problems
• Generate positive perceptions about you, your service and your place of business

All in all, you'll make them become better customers. So do whatever it takes to show your customers they matter to you. Show them you're genuinely concerned.

The Best-Kept Secret to Turning A Difficult Customer into a Happy One

If you have a job, you have a customer; a customer who may be internal or external, virtual or physically face-to-face. They could be co-workers that you see every day or simply voices on the phone.

But no matter who your customers are, at some point, you've probably considered a few of them 'difficult'. You know the ones, those who expect you:

...to know their needs (even when they don't know themselves)
...to quickly deliver those needs, and
...to answer every demand and challenge they toss your way in order to get their needs met (and with a smile on your face to boot)

Since the success of your job lies in keeping all of your customers happy and satisfied, it's important to know one of the best-kept secrets on how to turn a difficult customer into a happy and satisfied one.

So what's the secret?

STOP CALLING THEM DIFFICULT

That's the secret?

Yes, that's it. It's that simple.
You see, it's not about what you should do; it's about what you should not do...You should not label them 'difficult'.

Here's why...

Labeling a customer 'difficult' sabotages your relationship with them and is unfair to both you and your customer because...

• You put yourself in defense mode which negatively affects your attitude toward them; an attitude that's bound to be felt by the customer and ultimately resented by them.
• It causes you to inadvertently restrict yourself from providing the full scope of service that you could be giving.
• It creates a negative impression for you, your workplace, your customer, and for anyone who hears you call them difficult.

Then why do we do it?

• Sometimes we don't realize it's what we're doing.
• Sometimes we're just repeating what we've heard others say about the customer. We may have heard  about how hard it is to please them, causing subconscious prejudgment.
• You might even feel challenged because it's you who doesn't know what to do to please them.

When you think about it, you may be the one who's actually creating the so-called difficult customers in your work life. So when you begin to think of a customer as challenging, what can you do?

You can...

• Choose a better attitude and create a better customer...a happy customer.
• View the challenge as incentive to up your game of service, and 
• Don't try to figure out what they want or need; listen for indications of what will please them. Directly or indirectly, they will let you know.

So regardless of what your customer has done in the past or what you've heard they may do in the future, the next time you feel the D-word coming on, do the right thing...the fair thing;

1) Recognize your customers for who they are and what they need...people who need your help. 
2) Then do what's necessary to help them. 

Loyalty will be created and trust will be built. And instead of thinking of them as difficult, you'll learn to appreciate them for the value they bring.

7 Ways to be and Stay Satisfied With Your Job

Do you get excited when you think about the functions of your job? Or are you only interested in doing what's necessary to get you from Monday morning to Friday evening without a hitch?

The way you feel about your job depends on you; your perceptions and your attitude. Maybe you feel you're lacking in the job satisfaction department. If so, consider the following to bring satisfaction back to your position:

Pride and a Positive Attitude 
Keep in mind the fulfilling position you hold and take pride in your role as a service provider. Pat yourself on the back for the great job that you do. Feel good about yourself when you think of the responsibilities that have been placed in your care.

Shared Vision
Determine your definition and your vision of quality service. Compare it to that of your department and team. If you're not all on the same sheet of music, take the initiative and request input from your colleagues to create the necessary steps to get there. Work with your team. Understand, create and agree on new processes and procedures to provide quality service.

Knowledge & Focus
Know your job inside and out. Familiarize yourself with company policies so you can focus on your customer without worrying about your performance. For example: let's say that in the interest of trust, you offer your customer a refund for a prior service mix-up; however, policy dictates this should not be done. Knowing the rules beforehand eliminates the chance of making a bad situation worse by offering something you'd have to either take back, or take a career hit for. Understand just how far you are able to go for your customer. If necessary, ask your supervisor for clarity. Then you can focus on your customers' needs without worrying about errors in job performance.

Improvement 
It's not enough to provide great service. It's also your duty to continuously strive to improve and provide the highest quality of service to your customers, both internal and external.

Dedication
Meet and surpass the expectations of your internal and external customers. Be dedicated to them and to yourself by staying focused on your job-related goals and your current performances. How do you measure up to your own expectations?  

Commitment
Like your dedication, commit to creating a positive experience for everyone. Go above and beyond the expectations of your customers and colleagues. Commit to this and deliver quality service.

Willingness
After studying the previous areas of performance, how willing are you to do what it takes to get the job done?

Job satisfaction begins and ends with YOU. Whether you work 20, 40 or 60 hours a week, the time you put in becomes less stressful when it is spent in a positive frame of mind. Keep in mind that you can't do anything about the actions or attitudes of others, nor can  you control those unexpected situations that constantly creep up. But you can control the way you perceive them which determines how you deal with them.

Whenever there's an issue preventing you from having a great attitude, identify it and do what's necessary to fix your perception of it. Equip yourself to confidently deal with whatever comes along and improve your overall performance.

Become passionate about your job again. And at the end of each workday, ask yourself,

                          "Am I satisfied with my performance...with my job?"

       
                Then think of how good you'll feel when your answer is a resounding "YES".