How do your employees act and react when you screw up?

You have a presentation or a meeting with a client to deliver some goods. You plan accordingly with plenty of time to be prepared. On the evening before your delivery/presentation you realize you can’t deliver. (Well maybe.) Been there? We all have. When I stumbled upon Best Value Copy a few years ago I not only found them to be the “best value” I also found their service to be the best of any printer I had worked with in the past. What I most love is that in many cases if I upload a print job to their website in the morning there is a pretty good chance my job will be shipped that day. And since I live in the same shipping zone I get it the next day. Worst case it takes two days from upload to receipt. Well my favorite printing service failed me this time. For …

Powerball: Teambuilding on the Cheap

An office worker in Montana just bought the company lottery tickets for Saturday’s Powerball Drawing. At a plant in Illinois, money is still being collected from employees. Someone will buy the tickets on their way home this evening. In Florida they bought the tickets earlier this morning and are making copies for everyone so no one is accused of cheating/stealing. Powerball fever is in the air in offices everywhere in the USA today. Or as I like to call it, the ultimate form of Teambuilding on the Cheap. Or Teambuilding for the Cheap. Groups of people have pooled their money and are hoping they won’t have to show up to work tomorrow – or ever again. People who sit across conference tables from one another with daggers in their eyes are sitting and talking about what they would do; what they will buy; where they will go or live. People from departments who don’t normally trust one another are trusting someone with their money with the expectation …

Do customers like surprises? This one does!

Last week I had the opportunity to meet one of my newsletter subscribers. Bonnie and I have been in touch over the years – virtually. We had met through a mutual friend from Maine. She had gotten in touch recently about booking information. She is hoping for me to speak at one of her company quarterly meetings. When she told me she had just moved back to CT, and CT is only an hour by an hour-and-a-half, I suggested we do coffee or something stronger. She chose breakfast. YAY!! My favorite meal of the day. I KNOW I’m gonna like this lady. O’Rourke’s Diner is in Middletown CT. It’s a diner which has been featured on one of my favorite Food Network Cooking Shows: Diners, Drive-Ins and Dives. (Hey Guy Fieri, I’m still hoping you’ll pay a visit to The World’s Only Virtual Diner Fighting Hunger!!!) There were specials on the menu that morning. One was “Michelle’s …

Do your employees have the 4:23 Mentality?

City Hall in Mt Vernon, NY closes at 4:30 PM. When I entered the building at 4:23 PM yesterday I was greeted by someone wearing a uniform. Not sure if he was police or security. “We’re closed!” was what I was told in a very gruff NY voice. Good thing I grew up in NY and smiled. I was there to facilitate a staff retreat for a client. I asked if he knew where that meeting was being held. He gave me some form of a no response and walked away. I again laughed and thought Welcome to City Hall! I looked for some sort of meeting room assignment listing. None. I then asked another employee for some help. He sent me to the City Clerk’s Office. I walked in there at 4:28 PM. “We’re closed!” in a very curt tone said the woman with her hat and coat on behind the counter; running …

Spend $1.20 and get awesome customer experience

I admit it. I still rent DVD’s. I don’t Netflix. I don’t Hulu. I don’t BustBlocks. I don’t stream with anyone. I use Redbox! For $1.20 I rent a movie from yes, a red box. They’re located like everywhere. I can rent while leaving the grocery store and return in at the gas station right near my house. Heck the guy behind me on a recent flight rented two movies in Boston and returned them upon arriving in Los Angeles. But what I really love about Redbox is the customer experience. Every so often I receive a text with a promo code to rent a free movie that day I get notifications of new releases I can reserve a movie from my phone I get an acknowledgement of my rental immediately upon checking out my movie I get a thanks and a receipt emailed to me within seconds, yes seconds, of returning a …

FILL THIS BUS Nov 12th, HURRICANE SANDY

When I decided I wanted to fill a bus with supplies for the victims of Hurricane Sandy, I turned to a company I have had the privilege to work with but more importantly a company which believes in doing good and putting people first! I’m working with the folks at DATTCO to help fill a bus with relief supplies for those impacted by Hurricane Sandy in the NYC area. We are working with Catholic Charities in Queens, NY to get those supplies to those who still most need them. We need your help! On Thursday November 12th there will be a DATTCO bus collecting relief donations in the parking lot at the following three locations: Newington CT 7:30-8:30 AM Stop & Shop Plaza, Berlin Tpke Southbury CT 10:00 -11:15 AM Kmart/Stop & Shop Plaza, Exit 15 Rte 84 Danbury CT 12:00 – 1:15 PM Walmart, Newtown Rd   Here’s what …

A lesson about Sufism, Employee Happiness and Employee Engagement

Did you ever wonder why people choose to work in a certain industry or for a certain company? This past weekend I presented at a Creativity Conference. It was a session on creating products as an extension of your business. Since many people have commented on the various ways I use The Meeting PLAYce Mat, I thought I would share how I go from idea to saleable product. The conference was held at a Sufi Retreat Center. Definitely not the typical glitz and glamor of hotel ballrooms, but the low-key aspect of this conference makes it very appealing to some. Talking to one of the staff I asked what the attraction is to join the community (work at) a Sufi Retreat Center. The staff member broke it down into three categories: There are staff members who are living with, escaping or recovering from some type of emotional illness/trauma that perhaps make it difficult for them …