Reuters UK today told a story of Customer Service disaster.

Customers of cable firm NTL got a surprise when they called for Customer Service recently, hearing a message, obviously changed without company knowledge:

"You are through to NTL customer services. We don't give a (expletive) about you. We are never here. We just (expletive) you about, basically, and we are not going to handle any of your complaints. Just (expletive) off and leave us alone."

The article ends by stating the NTL management has issued a press release saying that the message has been changed and that they apologized.

Now, put on your leader hat and think Customer Service. What NTL did was standard stuff. The question is, what might you have done differently to turn the disaster into an opportunity?

I could provide some ideas, but I'd rather end this with the challenge for YOU to think about it. The next time your team is together, pose this situation and brainstorm what you might do. It is a good mental exercise, but beyond that, it might give you great ideas of things you can do now, to further WOW your Customers.

Also posted in Customer Service.

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In teaching trainers or presentation skills I always talk about how facial expressions, gestures, eye contact and movment impact our credibilty and our ability to deliver our message. While most people WISH these things could be impacted more by the words we say, we all know intuitively tht these other factors realting to how we say it and how we look matter a great deal.

This week the Presidential candidates will have their first debate, and an article in the New York Times ( http://www.nytimes.com/2004/09/26/fashion/26DEBA.html?th )talks about this same phenomenon.

While the first page (screen) of the article speaks more about their facial features than we as "regular" presenters or trainers might need to worry about, there are many lessons about eye contact and gestures on the second page.

I suggest watching the debate on Thursday. Not just to become more informed; you may already know who you want to vote for. Watch for the way in which they deliver their messages and for what you can learn to become a more effective and persuasive presenter.

Also posted in Training and Leadership

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Staffers at MSN put together lists of things to do and places to go - a top ten for 39 different cities. Then they created a TOP top ten. You can read this ten (and get links to the 39 other lists) at: http://local.msn.com/special/beforeyoudie.asp.

Most people love lists, and so do I. As I read this list, I kept track. I've done 6 of 10; a couple more are on my list, and a couple I haven't heard of (until now).

What is your score?

More importantly than your score is that you have lists of places you want to visit and things you want to do.

If you write down these lists, the chances of you doing them goes way up. (If you don't want to call it goal setting, don't. But it is!)

Beyond goal setting though, there is another good reason to think about and then experience these places/events -- these experiences can help you exercise your creativity. New experiences give our brains more connections we can use when trying to solve problems. They help us be more curious and new experiences keep our minds active. All of these things can spur our creativity.

Make your list... check it twice. And make plans to get one of your items checked off before the end of the year you will benefit in many ways!

Also posted in Creativity.

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I read a story lately that went something like this...

George, a bright nine year old boy, proudly announced to his parents that he had just taught the family's dog how to sing.

His parents told everyone about the skills of their pride and joy. Soon aunts, uncles, brothers, sisters, and neighbors all came to see the spectacle. Imagine, a singing dog!

When they arrived all the dog would do would bark, growl and whine - much like any other dog. After everyone left, disappointed, his parents asked him what the story was.

"Why did you tell us you had taught the dog to sing, when he obviously can't," the asked.

George replied, matter of factly, "I only said I taught him, I didn't say he learned."

Too often trainers have this approach - they forget that the goal is learning, not the activity of training.

The next time you are in a teaching or training role, forget about you, and focus entirely on what is important - the learner and the learning.

Also posted in Training.

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Last Sunday I spent several hours in an airplane, but my laptop stayed under the seat in front of me. Why? Because the new battery I ordered hadn't arrived and my existing one won't hold a charge.

Usually, I spend flights reading and working on my laptop. At one point I heard myself telling myself that I wished I could work... then I laughed... and realized that a laptop ISN'T required to work.

Once I picked up a pen and started thinking and writing, I realized how productive I was.

Yes, our computers are important, but consider turning yours off, and thinking for awhile. You might get more done than you think.

Also posted in Leadership

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Dutch Driver posted a comment on the NASAGA list that helped me clarify my beliefs and our approach towards helping teams. He said "I certainly agree that most 'team-building' events are really designed to be 'team-bonding' events. There is little effort to examine the structural problems of the workplace..."

I think he is right on.

People look for a quick fix or even a "reward" for a team, so they hire a consultant to help them do team building. Often this looks like a variety of indoor or outdoor mental and/or physical challenges designed to bring a team together. The thought is that if people have these new experiences together and have fun doing them all of that experience will translate back to the workplace into better productivity, more synergy and better relationships.

Some of these people play the lottery too.

Don't get me wrong - these activities can be very valuable, but in our expereince with Clients they should be a part of an event that is focused on looking at business issues, challenges, and purpose. Even better when you can combine team experiences with real work and integrate some skill development too.

Then you you will have invested in something that will really pay a return and has a much better chance to truly build a team, not just bond the individuals.

Also posted in Teamwork

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This week in an ezine called Trainer's Tip that I receive from http://www.eureka-tp.com, they focused on closing a training session or closing any segment of content. Let me quote the technique here:

Ask learners to draw 4-columns on a sheet of blank paper - landscape.
Ask learners to add the heading 'Fact' at the top of column 1, 'Question' at the top of column 2, 'Aha!' at the top of column 3 and 'Action' at the top of column 4.
Ask learners to reflect upon the content they have just uncovered and in
- column 1 write one fact that they now know that they didn't know before
- column 2 write one question they still have (if they still have a question)
- column 3 write one 'Aha!' moment - by this I mean one or more new ideas they now have
- column 4 write what action(s) they will take as a result of their new discoveries.
Ask learners to form teams of 2 or 3 and share the 1:4 sheets adding anything they feel they missed that their partners have shared with them.

This is a great technique and got me thinking about some adjustments to it.

- You could pre make the handout with the column headings.
- You could use the form throughout a learning session or between learning sessions in an ongoing program.
- You can adapt this for team building or regular meetings.
- You could use this type of form as a personal learning journal too!

Trainers love these kinds of approaches because they help use help others learn and retain what they are learning, but they can really apply to all of us, especially if you are interested in your own learning and development.

Currently I am designing a retreat agenda for a client and we are featuring approaches to reflect on and "lock in" the learning from the whole session - not just the "training" portions, but the entire meeting.

Thanks to David Gibson of Eureka! for the idea and the spur for this entry.

Also posted in Training

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I read a short article today at: Management Consulting News and Resources that describes some good ideas to help us all continuously improve our presentation skills.

Dr. Stephen Boyd describes several things to do immediately after your presentation to help you learn from and improve on your effectiveness next time.

I encourage you to read it and to act on his suggestions.

Also posted in Training and Leadership

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I'm a member of a Rainmakers, networking group here in Indianapolis and last night I was the featured speaker at the monthly event. As a part of my talk on Being a More Creative Networker, I talked about the concept of being more Them focused when networking - trying to help the other person, rather than trying to pass out as many business cards as you can.

I mentioned that many people get nervous when they go to a networking event - that they find it hard to make the conversation they think they "should" make. My advice to the group last night, and to you now is to focus on being interested rather than being interesting. When we move the focus to learning about others instead of wondering what to say about ourselves or our business, we will be less nervous and far more successful too.

So the next time you are invited to a networking event (or even a social gathering where you don't know many people), relish the chance to try your new focus - interested rather than interesting.

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