Last night I attended a Social Media program by Jeff Korhan for NSA CT. This morning I did something that most people don’t do after a learning experience……………

I took a RECESS from the list of tasks in front of me and went off into a corner (my favorite corner coffee shop) to debrief/decompress all the dots I connected and started implementing.

To create a better employee experience organizations send people to conferences and learning sessions. Too often nothing is done with the information when the employee gets back to the office. They get excited about what is being offered. The have great conversations with other attendees. There is fun and laughter at the bar in the evening. Then the conference ends and they go back to the office; meaning they go back to tasks, emails that went unanswered, phone calls that went unanswered, unnecessary meetings, strategic vision of the day, and who knows what else.

So what happens to the learning? It goes off on the right (or left side of your desk); you’ll get to it this afternoon. This afternoon becomes tomorrow. Tomorrow becomes your notes end up in a folder; cuz let’s face it, putting it in a folder makes it important. The folder goes home with you on the train or bus, but Facebooking wins out. The kids need some attention at home. The folder goes back to the office with you the next day. The folder goes in a follow-up draw in your desk.

I’ve been to enough professional development conferences where I am the closing session. Send them off with some motivation. Send them off with some ideas. But imagine if there was a different type of ending…….

Imagine if every conference, meeting, or learning opportunity had a mandatory lock-down for a couple of hours at the end. You couldn’t leave. You had to start taking some steps. It could be facilitated; it could be open space style; or it could be  you and another attendee working on a mutual learning. I bet more would get done. I bet one of the great ideas that whirled around in your brain would start to become something bigger. Imagine if your employees came back to the office not only with an idea, but that idea already mapped out for you.

Meeting people is great. Getting out of the office for an evening, day or week is awesome. Turning learning into ROI is a whole different game. The next meeting planner that calls me is going to hear this idea from me; and I won’t charge them for the additional service.

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I’ve been with Verizon Wireless for about 15 years. I’m a loyal customer. I’m a fan. I’ve converted others to Verizon; tired of listening to their poor coverage complaints with you-know-who. Some might say I’m trying to create a Verizon cult similar to the iCult crowd. I also live in the real world; knowing that to Verizon I am just a telephone number. For 15 years I have been given great customer service. They have been helpful with plan choices, equipment choices, and support.

But then there was last week; the week that 15 years went to the crapper.

I switched from a Blackberry to a Samsung Fascinate Droid at the very end of December; December 30^th to be exact.

• First phone crapped out within 30 days; Verizon replaces with new phone.
• Second phone craps out in about 33 days. After an in-store Tech looks at it she puts in an order for 3^rd phone. Verizon replaces it with a “Like New” reconditioned phone.
• That phone (3^rd) arrives malfunctioning. Yep, out of the box there are troubles.
• Phone #4 (another “Like New”) arrives within 96 hours of phone #3. Surprise….out of the box it is also not working.

I call Verizon. Tech support is no help. The woman on other end says she will send me a new phone. A new “Like New” phone I ask? Yep. I tell her I want a new phone. She puts me on hold. Comes back 5 minutes later and asks me to go to a store to verify I am not crazy (okay, my words); but I need to go get a Verizon employee to document in the file that this is equipment malfunction and not user stupidity.

Now I totally get this. I might be asking myself too if the user was just clueless. But all of the above was documented in my file and verified by Verizon employees. So it wasn’t the user; it was the manufacturer – in every case. (Samsung, you out there?)

Back home.,,,,I call Verizon……and here’s where customer service killed 15 years of customer loyalty.

• Chris offered me another “Like New” I said NO!
• Chris again offered me another “Like New” I said NO!
• Chris offered me a new phone at a reduced price? I said I am not paying anything for phone #5. And I want a new one. He said he couldn’t help. I told him to transfer me to someone who could.
• I was transferred to Ewumika, who was great at saying she was sorry about my frustrations but could only offer me a new “Like New” phone. I told her to stop with the customer service platitude apologies and gave her a firm NO!
• After going back and forth for a bit she told me I was looking through a prism. I told her I work with companies seeking to create a great customer experience and asked her if she really wanted to go head-to-head with me about prisms. I also asked her my favorite question. “Ewumika, what would you do if you were me?”
• Gets em every time. She conceded that she would want the same thing; a NEW, not “like new”, out of the box phone. I asked to speak to her supervisor.
• Supervisor would not take my call. Ewumika told me she was in a meeting but was willing to offer me a new phone at $25. My response to Ewumika, who had me on hold for several minutes, was that your supervisor had the time to talk to you; but not to a loyal frustrated customer. That’s crap! Are you customer service supervisors reading this! Put your “meeting” on hold and help a customer – loyal or new!
• “What part of I want a new out of the box phone do you not get? I commented that I would eat the $175 cancellation fee and leave if this is how you treat loyal customers.” Her response to me was that the cancellation fee policies have changed and mine is $350 prorated each month during the 2-year contract.
• Beyond pissed off at that response…..“Get your supervisor on the phone. And if yours isn’t available get hers.”
• She doesn’t get supervisor but says….“I see you’ve been a customer since the 1990’s and you’ve never had a Manager’s Exception; would you be willing to extend your contract by 2 months for a new phone?” she then asked me. (which is how long this phone call seemed to be going on; but represented the amount of time that had elapsed since I switched to the Fascinate.

My new phone arrives today

But seriously……Verizon, you gotta be kidding me! I get 4 defective products. You make me hop in my car to go to a mall to have some techy say “yep, the phone is broken.” You keep me in a 40 minute debate where this customer is nothing but even more frustrated and it comes down to 2 additional months of service – which as we all know, there will be some crazy promotion you offer to get me into a new phone that will extend my contract anyway.  That’s just stupid business! It’s also how out of touch big corporations are with their customers and their policies; and why I have chosen to work with small and medium size organizations who want to be great; and allow people at all levels to be great. I’ve been with you 15 years; what is 2-months to me? Isn’t it clear I like you guys and am not going anywhere?

So I get my new phone today. Hopefully it is from a better production run. But this whole experience just leaves a bad taste in my mouth and I can tell you I won’t be singing the praises of Verizon Wireless in the very near future.

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Here’s what happens when you forget to put something away after the holidays and then you’re too lazy to climb above the garage again……………

Your dogs find the box while you’re out and decide that the $19.95 you’ve spent on a 3″ chew toy is not as fun as a cardboard box with something inside.

So you stare at the box day in and day out; thinking I need to find something in which to store the Charlie Brown Tree. You’re also having flashbacks of mother yelling at you to clean up your room.

But then I get to thinking in a completely different manner…………..

Maybe there’s another use for the tree?

• I have a cookie jar that now acts as a planter. Much better on the waist.
• I have a plastic beach pail that is now my Bucket of Ideas. Every time some crazy idea pops into my head I write it down on an index card and toss it in the bucket. Periodically I go through the bucket and get inspired or ask myself what the heck I was even thinking.
• Recess At Work Day started out as a day of fun and games; and my clients and fans led me to see how it can be used as a fun opportunity to engage, train and create with your team. That event led to the creation of the RECESSitation Pack.

There’s got to be a use for this tree. Why does it have to only be a Christmas Tree? Why can’t it be something else? 

And then the other day I was out “Puggling”; spending time with the two adorable dogs (Puggles) who both look at me with that “I don’t know who did it” face when I come home and find the most recent damage, and saw the Holiday House; the house that is always decorated; the house with a tree in the window that is decorated year round. 

And I got inspired. I ran to CVS last night; picked up a few things and boom…………..

I present to you………………………………..

THE CHARLIE BROWN PEEPster TREE!

Along with some things to ponder:

Is there a use of your product/service other than its intended purpose?

 Not sure? Take a RECESS today; hold a short brainstorming session. 

Have you shared those ideas  with your employees? Your customers?

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A while back I found myself in a debate with a friend about poverty, the economy, and the tax increases which almost everyone is going to feel in one way or another. Whether it be at the pump, in the supermarket, for luxury items or an increased income tax we are all about to feel it in our pocket.

My friend said he is willing to pay more in taxes. If he had to pay an extra $100 in taxes each month to keep our government running,  people employed, and social programs running he was willing to do that. I am not. Until the government can prove once and for all that they have a plan – that everyone agrees on – count me out.

My response to him was wouldn’t that $100 be better off in hands other than the government. I encouraged him to take that $100 and donate more to charity; to hire someone to do basic data entry or some house repair he was going to do himself. Perhaps even give someone who was about to lose their home that $100 each month? (well maybe make the payment directly to their mortgage company since some people can’t be trusted.)

Businesses are no different. Cutting back on things like staff development while improving the bottom line; to preserve a stock price. Not allowing your team to buy basic supplies and expecting them to have a positive employee experience that turns into a great customer experience. The cost of cutting expenses can be detrimental; and you’re gonna get socked anyway.

Case in point, I recently offered an amazing professional development deal to clients/prospects in CT; a 2-hour RECESS to get their people engaged, recharged and identifying/creating new products and services; at a price that had some of my colleagues asking me what I was smoking. I have had a few takers so far. The response from others was “we just don’t have the money.” Sad thing is they will have the money to pay more taxes at the risk of a workforce that continues to become disengaged. They will have the money to pay more taxes as the employee experience dwindles.

The money IS about leave all of our bank accounts. This is not about Democrat or Republican ideas. This is about common sense. You can hire someone, do something good for your staff, or create a job. You can do something that is feel-good; versus sitting there and getting frustrated. You can lower your net income, avoid taxes and put some smiles on people’s faces. It’s your decision.

P.S. Way to go Scott for donating more to my favorite charity, The World’s Only Virtual Diner Fighting Hunger, and hiring some help.

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This is one of the picturesI posted on Facebook yesterday.

In 1989 I lost a bunch of weight after joining Weight Watchers. In 1993 they recruited me to lead motivational/informational weight loss meetings for them. I did that for many years; until I reached a philosophical difference about measurements of success; me measuring it by behavior change; pounds lost and kept off; they measuring it by getting people to spend more money.

My approach was never conventional and my hand was slapped numerous times by those within the corporate structure who believed in convention. I never wanted people who showed up weekly to see some canned presentation; like 99% of the other staff members offered. Worse yet, I refused to turn into an infomercial for more products and services.

The picture above was from the “Bathing Suit Contest” I held in June each year. In December I held the “Slutty Thing Contest.” Now if you’ve been to Weight Watchers you know that this is definitely a RECESS from those canned presentations.

Both events were about celebrating success; where people who had/were overcoming a difficult personal struggle got to feel good and proud in a safe environment. There were two rules:

1. You participated or
2. You sat and made a heck of a lot of noise for those who did.

I bought prizes (thank you Dollar Tree) and made up certificates of recognition. I did this at my expense; see my earlier comment about their measurement of success. The couple of hundred dollars I spent each year kept people engaged and on their way to success. Each year close to 100 people participated. There was music, laughter, screaming and even some crying. And as a good leader I led the way in my bathing suit.

As an aside, every year I promised I would wear a thong if everyone in the room showed up in their bathing suit. And every year under my bathing suit was that thong……just in case. One year I got nervous as people worked the room for weeks leading up to the event. (And I still don’t know why anyone would want to walk around with a piece of string up their butt. It was the most uncomfortable week of the year for me.)

Yes, there were those who thought I was absurd. Yes, I did get calls from the management team asking what I was up to. I ignored them. This was about providing a unique customer experience. The team of people who worked with me sometimes wore their bathing suits. Enthusiasm is catchy. And make no mistake, management loved the revenue I generated with hundreds of engaged customers weekly.

But here is the important thing…… I positioned this as an opportunity to celebrate success/accomplishment. I positioned it about fun. I positioned it about standing out, being bold and being different; doing what others weren’t doing; others who were not successful because they took the same old hide behind fat clothing approaches. I got people excited about these events; both the employees and the customers. That’s how people succeed in life; that’s how businesses succeed in business; by being different; by getting excited.

I wear a propeller beanie cap. No one in my world who works with businesses in developing their staff is doing that. Last year I founded the World’s Only Virtual Diner Fighting Hunger, the Double D Diner operated by One Less Meal, Inc. No one is doing that. I work with organizations who want to stand out; who are open to the idea that conventionalism is not going to keep them on the top of people’s minds. Burger King will always be #2 to McDonald’s. They both have burgers. They both offer fast meals. They both have a mascot (Ronald & The King). Burger King is not original; they don’t stand out. I personally don’t think flame broiled versus fried matters; but I could be wrong.

So I have three questions for you today.

1. What are you doing that is so radically different than anyone else? 
2. Why hasn’t that “crazy” great idea come to fruition?
3. Isn’t it time to keep people excited about what you have to offer?

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After an hour of listening to Usher, Lady Gaga, Flo Rida, and Jay-Z, I unplugged the MP3 Player and tuned to News Radio.

45 minutes later I learned that the Middle East continues to erupt in craziness, 90% of people with the last name Washington are African American/Black, and employees are the best thing about three companies in the NYC listening area. The last point excited me the most.

I’m an advocate for the employee. I believe that a customer experience will be terrible unless you provide an employee experience like no other. I believe that ongoing training, professional development, mentoring, taking an interest in their work, providing interesting and challenging work, and open communication with employees will deliver you the happiest employees and customers. I also know that too many organizations forgot about these things over the last few years as the economy went into the crapper.

But how odd was it that the three commercials for three different businesses talked about “our people”; how the “best thing about our company is our people” or “our people make the difference.” Three different businesses; all within a 45 minute period? It might get you wondering if they all hired the same PR/Marketing firm.

Make no mistake ,it IS your people that make the decision for me and others as to whether we buy from you. 

• An investment in them is an investment in your business.
• Communicate with them. Better to talk with them than have them talk about you.
• Laugh with them. Cohesive teams laugh at the chaos and craziness of ther workplace.
• Ask them if their work is challenging? Meaningful? If it is not, work with them to change that.

And heck, why not………..buy some ad space somewhere where you can shout how great they are.

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I drive between my home in CT and my other home on Cape Cod regularly; usually rushing to get to either place; because that is what we do as a society…..rush.

In Abington/Pomfret CT at the intersection of Rtes 97 & 44 is a run down looking building which houses Rucki’s General Store. For years I’ve been staring at this place as I whizzed by, telling myself that some day I’m going to stop in and see what’s inside. Curious I was. For years I drove by. After all what could that “dump” possibly have to offer.

This past Thursday on the drive back to CT I was doing a little soul searching; pondering who really is the client I want to work with; those I enjoy working with most; those who actually implement the ideas that come about as a result of hiring me to work with them. I was looking for some inspiration.

Yellow light ahead. My normal approach……speed up. Nah, let’s take a RECESS from trying to make the light; considering the law enforcement I noticed on the road this morning. I stopped at the light. There was Rucki’s. Thursday morning I finally stopped.

Rucki’s is one of those places where you can find anything you might need. I don’t know what that is; but I’m thinking if you woke up tomorrow and said you needed a hacksaw, a container of milk and a last minute gift you would find it.

And that’s exactly what I found inside; a hodgepodge of stuff. Some old. Some new. Some very new. Some things that looked like the board of health would have a field day. They don’t take checks at Rucki’s. They don’t take credit cards. CASH ONLY as the sign says on the door. The woman inside was exactly what I would expect from a Rucki’s employee or business owner; cheerful, welcoming and happy to see me walk through the doors.

So how do they stay in business?

• Is it locals wanting to support other locals?
• Is it the fact that they are the only thing for miles and miles?
• Is their customer service superior?
• Do they anticipate the needs of the community?
• Are the prices competitive with the big box stores miles away?
• Do they provide a type of nostalgic experience that people who choose to live in rural Eastern CT are hoping to keep alive?  

I don’t know what the answer is. But I do know one thing…. I’ve been driving by this place for years; it’s still in business. I’ve watched other businesses in more thriving communities come and go. But out in Eastern CT is a little gem that reminded me one thing that I want to share with anyone who has a dream…………..

There’s a market for any business, product or idea no matter how high tech, low tech, nostalgic or futuristic you want to be. I know my market. Do you know yours?

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The other night I watched a drunk get verbally abusive to a customer and a staff member at a restaurant. The restaurant manager smoothed things out, calmed him down and removed the charge for a glass of wine; a glass of wine which the drunk had bought for a woman he was hoping to “get to know.” She refused his advances and the glass of wine.

Things got a little loud as the manager let him know she was removing the glass of wine from the bill. He was complaining about the wine being bad. It wasn’t that the wine was bad; it was that he was rejected. How about removing the drunk from the restaurant were my thoughts.

Apparently this man has outbursts like this and exhibits stupid behavior on a regular basis. And therein lies the problem. He is a “regular.” He comes into the restaurant often. So they put up with his nonsense. The owners and managers continue to allow employees and other customers become uncomfortable.

For whatever reasons businesses seek to protect “regular” customers. I wonder how many employees are having a miserable experience because of this one idiot. I wonder if employee turnover is related to business not creating an environment that is comfortable for employees and non-regulars. I wonder how many “new regulars” have been lost because of  idiots like Gil.

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Unlike that chicken and egg thing this one is pretty simple. 

Who came first…..the employee or the customer?

The employee silly; even if you were the only employee there was no customer and no company without you.

So then why do we put so much emphasis on the customer? Why not put it on the employee. After all great employees arise out of great employee experiences. And great employee experiences will almost always lead to great and fun customer experiences.

So how do you make for a great employee experience:

1. Listen to their ideas
2. Allow for implementation of their ideas
3. Let them manage their ideas (with your guidance and input of course)

Give this a try. Watch engagement increase. Watch employee morale bloom. Watch the customer experience soar.

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The picture above is the Universe Dining Room on the Carnival Destiny. I was aboard the ship last week. If you’ve cruised you know that often times the dining room staff perform for their guests. It’s usually where you get to see the true personality come out. And Destiny has quite a few servers who like to seduce the ladies.

But there’s something very wrong with this picture. Very wrong.

Do you know what it is?

Give up?

We’ve become a society that spends more time trying to capture the experience rather than be a part of it. We’re more worried about taking pictures that we’ll forget about in two weeks than being in pictures taken by others. We’re more worried about telling the story to our Twitter and Facebook friends rather than being part of the story.

And what does that mean to you as a business or a customer?

If you’re an employee stop letting people observe. Pull them into the picture.

And if you’re a customer, put down your technology and be a part of the fun.

The next night they played Hot Hot Hot…..and I’d say 50% of the dining room was having a good time. I have no pictures of that. But I’m in a whole lot. Now to start surfing Facebook to un-tag them.

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