Tons of fun with Rich and Steve!

8 Tools to Fire Up Your Employees: Buy This File Here’s what you get! Two printed books: Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace 20 to Life (In a Good Way): 20 Simple Actions to Break Away from the Negativity Around You Four downloadable e-books: Oh Yeah! (Another Quote Book) Bust Out of your Crate: Super Teddy’s Top-20 Tips for People to be as Happy as Dogs! 50 Ways to Have Fun at Work, Improve Employee Morale and Hopefully Not Get Fired (with simple steps to implement) The Only Self-Help Book You’ll Ever Need…Really! One hour of motivational listening fun (audio downloads) Interview with Steve Gamlin on how to get bigger results by being a better communicator Interview with Rich DiGirolamo on Employee Happiness: An initiative that’s not an option

Is your service business faster than a McDonald’s Drive Thru?

I arrived for my 8:20 appointment at 8:13. The waiting area was crowded. At 8:14 Mary was called in. Mary was older; didn’t move too fast. Mary came back through the door at 8:18. Mohammed was called in as Mary entered the waiting area. “Looks great. Have a great day” I hear from around the corner. It’s 8:21 “Rich” said the doctor as enters the waiting room to welcome and escort me back into the office. I am laughing. He asked me what was so amusing. “You should sell breakfast cuz you’re faster than a McDonald’s Drive Thru” I told him. “At least coffee and donuts” he responded. We walked into the office. Told him why I was there. “Let’s do it!” he says. Roll up pant leg. ZAP! Remove Shirt. Zap! Zap! Zap! Shakes my hand. Tells me to come back when I need him again. Walks me out. Thanks me for coming back to …

Big LIKE: Rewarding your customers for complaining.

In the past year I have found that Twitter is a much better way to get in touch with people at a company when you need to share your customer experience – good or bad. So when I Tweeted TD Bank about their new ATM’s being anything but convenient, they tweeted me back and asked for some contact information. I sent it along. 9 days later, New Years Eve, I get a call from some person who introduced himself as the Sr. VP of …………………I really didn’t pay attention. I could care less about titles. Clearly he thought it was important to tell me who and what he was. We had a great talk for about 10 minutes where I discussed how “inconvenient” the new ATM’s seem to be. While I applauded the bank for going envelope free; having to deposit each check as a separate transaction (re-insert card; enter pin) and …

The Science and Art of Collaboration

He’s a consultant. He’s an engineer. He’s a scientist. He likes graphs and charts and research and statistics and numbers and detailed information. I’m a speaker. I’m a performer. I like to play. I use the spoken word and interactive exercises to get my points across; to get people “doing” in order to learn. I use experiences and successes of others to move people forward. At the end of the day we both want to deliver the same results. A happier and more productive workplace; where people are excited to show up every day; and the boss is excited to have those people show up. So when he approached me earlier this year about working together it was like art meets science. He has a cool employee performance and productivity tool that he developed. I instantly saw the benefits of this tool for my clients and how it could also be …

I refuse to buy mom’s Christmas present at Macy’s this year

My mom wants a bottle of perfume for Christmas. Not the Jean Nate that we used to buy my grandmother for every holiday or special occasion; something much more expensive. After all, you should smell nice for your 4 doctor visits each week. As well as your trips to the pharmacy to buy……..well I won’t go there. Now before you jump down my throat I am just having some fun. Yes, mom wants to smell nice and that’s all that matters. I just find it sad other than her occasional date with me she only gets to wear her perfume to medical appointments. I usually purchase her perfume at Macy’s. This year I refuse to walk through their doors. Last night I had the pleasure of chatting with a Macy’s seasonal staff person. She was hired as a “ringer” in the fragrance dept. And frankly I was horrified as to …

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 …