Everyone talks about how employers can engage employees or how businesses can engage customers. But did you ever stop and think about how customers can engage us?

These three rocks were given to me by a client several years ago. They sit on my desk as a reminder of how I made a difference in the life of someone else. They are my anchor to keep doing the work I do. They are also a reminder of how important it is to thank or stay in touch with my customers by doing/giving something personal.

Carol hand painted these rocks. She didn’t go out and buy some commercial paperweight. She knew I was a Batman fan – the original Batman. She knew the name of my company is Never Grow Up. She took me and my personal interests in mind when taking time out of her life to thank me.

1. How are you thanking your customers or perhaps even your vendors?
2. What personal stuff do you know about the people whom  you engage in business?
3. What step will you take today to personally reach out to a customer/vendor/employee/peer and thank them? 

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Tired of attending meetings? Ever wonder what their purpose is? Does your organization suffer from too many meetings? Do you find that you attend meetings with no point? Are you holding meetings to plan and schedule future meetings?

1. Why am I here? – Seriously, why are you part of this meeting? Your expertise? Your knowledge? Someone thinks you will learn something? Without understanding why you’re in attendance you will never get the full benefit of the meeting or contribute to the level expected or capable. There’s a reason you’re there; so either offer information or ask questions. Or both!
2. Who else is here? Too often the wrong people are invited to a meeting; and by the wrong people I mean too many or people who could be “filled in” afterwards in a few minutes. The only thing you’re doing is wasting lots of valuable time when the wrong people are there. Five people who don’t need to be in a meeting for an hour is five hours of lost productivity; not one. Who really needs to be there? What contribution will they make? When the meeting is over what is this person going to do? Do they really need to attend the meeting? Don’t be afraid to un-invite yourself; or someone else.
3. The dreaded To-Do List – So what are the 935 action steps that you’re going to need to take as a result of this meeting? Which are the ones that matter? The ones that don’t matter? What are you going to delegate before you even get back to your desk? One of the major problems with meetings is that people commit to things that cannot or do not need to be delivered. Be realistic in what needs to get done versus what would be nice to get done.
4. New ideas are not discussed – Why aren’t new ideas discussed before or after a meeting? There is no doubt that someone sitting around a conference room table had an A-HA moment or a brilliant idea. There is no doubt someone had a thought that started with “I wonder if……” or something like that. Leave a few minutes at the end of a meeting to discuss these things – which means you should have an agenda and a set (and adhered to) meeting time!
5. Rate the meeting – why aren’t meetings rated? Why aren’t we rating our participation? We rate presenters at conferences. We rate content by presenters? But why aren’t we rating the actual meeting itself and the actual value that we contributed to the meeting?

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When I opened my mother’s cell phone bill the other day I thought for sure I was imagining the numbers. Then I realized what had happened………

After an extended hospital stay, a rehab stay, and being bored with television, her “20″ minute per month plan didn’t cut it. So I picked up the phone to call Verizon Wireless. (I called from my land line just in case).

Now first of all I spoke to a person. Yes, I had to go through a couple of prompts like entering the number in question and whether or not I spoke English, but I spoke to a person. And not only was Pam a real person, she spoke my language; the version of English that I use on a daily basis.

I explained to Pam what happened and was not looking for anything but what we could do moving forward. I thought there were some features that mom had not taken advantage of….like their Friends and Family allowing you to talk to up to five people unlimited out of network.

We talked. Pam didn’t read me a script. She actually was thinking and using her brain. We made a few changes to the current billing period; changed mom’s plan to get her in line with her current usage and then Pam made a few other suggestions like changing the plan back to her “20″ minute plan when she is back home using her land line or me adding her to my plan as a family member since her normal usage under ordinary conditions would easily be accommodated.  

Then she told me to hold on; she would be right back. I waited in silence; not listening to annoying sales promotions or instrumental versions of Lady Gaga. Pam came back and told me that not only was the current billing period being adjusted for the new plan, but the bill in my hands, given the unusual circumstances of mom’s health, would be adjusted to reflect the new plan as well.

This is why I have been with them since the early 1990′s and why I’m not planning to leave in the very near future. Is there a better plan out there? There’s always a better plan being offered by someone. But to me it’s about the following:

• Knowledgeable people who
• Speak my language while
• Using their brain and are
• Really there to help, not navigate their way through a scripted flowchart of “if-this then-that” scenarios.

Can you say this about the companies you deal with? Better yet, can you say this about the company you work for?

In the end she’s still out-of-pocket due to prescription co-pays, but Verizon did an amazing thing. The health care system…..we’ll save that for another day.

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Shortly after my dad died I was riding in the car with my mother when I turned to her and said “You were right.”

Mom looked at me confused and said “huh, about what?”

My response, “About everything. Consider that statement a blanket.” We both laughed. But seriously, I wasn’t way off in my thinking.

Every one of us ignored the advice of our parents growing up. They couldn’t possibly be right. We didn’t listen and too many times we ended up learning from our mistakes. The great thing was they kept their mouth shut and let us learn.

Organizations can learn a lot from this. I’ve always believed that letting people make mistakes is the way they learn best. Most people don’t learn as much from a success as they do from a setback. Most people don’t learn as much from a success as they do from a bad business deal.

Now I am not suggesting that we let employees drive an organization into the ground, but what I am suggesting is a little less hand holding; a little less control; allow people to be creative.

And if they screw up, be there to help them right the wrong; not remind them of it.

The cool thing is that there are a lot of moms running organizations these days. Just remember they’re probably right; you’re probably wrong. I’m also hoping they’ll act like moms when you screw up and let you learn and not can your sorry butt.

Now these days as mom is getting older she is recognizing that I’m right a lot of the times; and she can learn a lot from me. Not only can she learn a lot from me; she is asking. I find myself telling her what to do. Sometimes she listens; sometimes not.

Again, organizations can learn from this. With all these generations working together we need to realize that everyone has a lot to learn from everyone else. So when mom comes asking for advice; give it to her. And at the same time…….Mom, when the kids come and offer advice don’t chase them out of the kitchen (office); listen to what they have to say.

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And I’m very sorry.

Now that we know that Rich DiGirolamo is responsible for every ill on this planet let’s move on and fix things. Let’s start with the tourism and fishing industry that is about to be impacted in the Gulf.

I still cannot believe how much time is spent pointing fingers and passing blame in this world. It happens in the media. It happens in the government. And without a doubt it is happening at the very company that employs you; perhaps you have even been on the wrong side of that pointed finger.

I used to get my laughter reading people’s comments at the end of news articles and blogs on the web. But then I realized something; these people are as much a part of the problem as the current problem at hand; perpetuating negativity and never really offering solutions or ideas that someone might pick up. It’s easy to criticize. It’s easy to point out what’s wrong. Personally I think you should shut up unless you can offer some useful idea; even if that idea seems ridiculous. Ridiculous ideas often allow people to think about possible solutions.

• So for my tourism friends on the Gulf…….What do people do on rainy days when they can’t visit the beaches? What else do you offer in terms of attractions, amusement, culture, etc. Perhaps it is time to market those venues in full force.
• And for my Parks & Recreation friends; might be a really good time to promote those parks and pools.

Or maybe we can just put a big giant condom on the oil leak.

Again, I’m sorry about the oil.

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When I walked in to Opticare yesterday morning something was not right. The only person behind the counter was Beth (the office manager); usually there are 400,000 employees behind the counter.

Beth was on the phone; clearly she was dealing with a serious matter. She still managed to acknowledge me and make me feel welcome.

When she got off the phone she checked someone else in and walked me to the exam room. I made the comment about her being alone.

Her response (in a sing-song like manner): “Well it’s Monday morning; this one is sick; this one’s kid has something going on; someone died over the weekend.”

I laughed. She laughed.

But here’s the great thing. Her laughter really was laughter. Beth wasn’t annoyed. She wasn’t troubled. She just jumped in and became SuperBeth!

Several years ago that place was a mess. Employees were miserable, backstabbing, incompetent; I could go on and on. I remember two employees fighting right in front of me. I told them I wasn’t coming back.

Apparently I wasn’t the only one who was having a horrible customer experience. Beth and the doctors worked very hard to find a team of people that not only work; but like working together. There was no room for even one person not being a fit.

So when a Monday morning like yesterday pops up…….you do what you gotta do and don’t get crazed over it. It’s one morning.

Can you say this about your organization? Be honest.

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It was an educational campaign back when I was a kid – Reading is FUNdamental! It was all over the television. For all I know it might still be in use.

Reading is something that way too many people don’t do enough of. We’re so busy updating statuses and declaring our fabulousness on Social Media sites that we forgot about sitting down with a good book. Plus the average person has an attention span as long as this sentence.

You would think book reading would be on the rise. We have options. You can buy a book. You can buy an ebook. You can buy a digital reader such as a Kindle and download books. Kindle even has a free version for Blackberry – which I recently downloaded. Kindle for Blackberry made reading fun. Now this is not a commercial for Kindle or Blackberry; my point is I like when things are fun. It’s a reason I suggest people use the Meeting Playce Mat- to make meetings less boring and more fun. When something is fun sign me up. When something is lame……I’d prefer watching the bug climbing the wall of the conference room or counting the ceiling tiles.

Here’s my recent reading list

• The Art of Possibility
• REWORK
• The New Rules of PR & Marketing
• I See Your Name Everywhere

What do I love about these books? Short easy to read chapters/sections. After all my attention span is even shorter than this sentence.

What’s on your reading list these days? I’d love to know. I’ve got plenty of free space on my Blackberry.

But more importantly, Kindle has the Blackberry version, I have the Meeting Playce Mat, what are YOU/YOUR COMPANY doing to make your employees lives a bit more fun? Your customers lives?

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Went to see the movie Kick Ass last night. As a kid who had always dreamed of being a Superhero, and the closest thing to becoming one is The Secret Ambassador at One Less Meal, I figured I needed to go see it.

I purchased my tickets at the kiosk. I’m a self-service kinda guy. It’s also a sad state of affairs when I can purchase a ticket faster than the people you hire to sell tickets. But I digress.

A young woman comes over to greet us so she can rip the tickets in half. Seems that nothing printed on the stub. She is panicked. We go over to the counter where the theater manager and another employee are talking.

“What do we do? What do we do?”

I respond, “You give me my popcorn and I go see the movie. Then you three figure it out.”

But the tickets won’t match when we close out. What do we do?

The other two seem unphased. Clearly this is not the end of the world. The sky is not falling as Henny Penny (ticket girl) seems to think.

Once again, “You give me my popcorn and I go see the movie. It’s not like I didn’t pay.” (That amount showed up on the stub.)

She’s still rambling on when I am handed my popcorn by a fourth employee.

It’s great to have employees who are engaged, thorough and accurate. It’s even great to have employees who understand the policies and rules. But sometimes they really need to be reminded that some stuff is really not that important and that occasionally systems fail.

What are you worrying about, wasting your time getting aggravated over or just pointlessly working on? A lot I’ll bet.

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Look carefully. What’s wrong with the picture?

Don’t read on. Spend a minute or two and see if you can figure it out.

 Yes, it’s a bit fuzzy……It’s pretty clear to me.

It says Celebrate Nurse’s WEEK! So when did a week become 5 days? I thought a week was 7 days? Did I miss the changing of measurement of time? Was it an act of Congress? God?

I’m familiar with these types of events. Employers have little socials and recognition events. But if you’re gonna celebrate Nurses Week don’t you think you should include all 7 days? What about the folks who only work weekends? Are they not worthy of recognition and social events. Don’t they work just as hard? Aren’t they just as loyal?

As someone who is working very hard to help employers boost morale, keep employees happy and increase employee engagement another two days won’t kill you White Plains Hospital; even if it means someone in Administration has to come in for a few hours that weekend!

Do the right thing! And start by changing the sign!

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Was chatting on Facebook with my friend David this morning. We were talking about bicycling and health. I met David several years ago; he was seated in an audience.

Out of nowhere David made a comment about my “gift” to inspire. 

Now for those of you, like me, who are not good about taking compliments you know that uneasy awkward feeling. Your body contorts. Your face goes flush. You start to wiggle and squirm. So as the body is wiggling I am thrilled that a computer screen, modem and the technological magic that my words are going through the sky and reaching David exists between us.

But it got me thinking…………………

I don’t inspire people. I don’t motivate people. It is not a gift. I believe that everyone is motivated. I believe that everyone is inspirable (I know, not a word; who cares.) My job is NOT to motivate or inspire you. My job is to offer you fresh ideas and new thoughts (even some crazy ones ) which get you to listen, think, process and then ask yourself how does that apply to me?

So let me ask you? Who inspires/motivates you? Who get’s you thinking? A friend? Loved one? Boss? Co-worker? The person you sleep with? A stranger? A stranger you’ve slept with? Who?

Get in touch with them today and let them know…………even if you need to leave the technology wall between you.

Thanks David!

P.S. Wanna be my facebook friend? http://facebook.com/richdigirolamo

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