Marjorie's Blog

Thursday, July 05, 2007

Customer Service Kudos - Wall of Fame

I met Ronnie at the front door of Papa Cheney’s (Windsor, Ontario, Canada, 519.258.1334) at the end of a long afternoon shift. A colleague and I decided to stop for dinner and were not certain who was serving at 11PM. After several false starts (read—two dive bars and an upscale eatery) we got a recommendation for Papa Cheney’s.

From the moment Ronnie shook our hands, discovered our hometown, uncovered some of our hobbies, and personally introduced us to our server (who jogged over to get us) we felt welcomed and exceptionally cared for.

Then we got to experience Server Mark. This Gen Y body-builder took TIME—listened, focused on us, made recommendations to suit our taste preferences (not what the chef wanted to sell that night). He kept us informed of Customer Appreciation Day specials, the status of our order, and the excitement happening on the upper level.

Mark was amazing…
just as you took your last sip - he delivered a refill,
just as you needed a breather - he stopped by to chat,
just as you swallowed the last bit of food - he was ready with the bill.

Now, we weren’t the only folks there - the joint was packed; music thumped; conversations flowed all around.

I’ve tried to analyze what made the difference, and come up with—Papa Cheney employees have a genuine interest and passion in cultivating long-term customers. They have a heightened awareness of their surroundings at any given moment. The energy they create draws you to the warmth of the place and people.

Will I go back? You bet - it would take a lot of convincing to change my mind about the excellent Canadian hospitality.

Until next time...Live like you mean it!
Marjorie

Tuesday, July 03, 2007

Independence Day Team Thoughts

Few things capture my imagination quite like our nation celebrating Independence Day. I enjoy watching the parades filled with kids waving flags, highschool marching bands, clowns tossing candy to the crowd, and the fire engines’ horn blast. All these different entities come together perfectly for a small slice of time to encourage and entertain those around them. You can witness individual team personality in the precise execution of their movement.

It takes skilled communication and constant awareness of activity both ahead and behind each team. Use your skills of scanning the horizon and reviewing past accomplishments to keep your team goals on track.

Wishing you and your family a safe and healthy holiday.

Until next time...Live like you mean it!
Marjorie

Saturday, June 30, 2007

Summer Refresh

Summer season is off with a bang and I’m contemplating putting out the lawn furniture. Mind you - the fabric gazebo was erected back in May, and every day I watch the panels billowing in the breeze. Even went so far as to decorate with pots of pansies. This outdoor summer space was intended to be a place to unwind and refresh at day’s end. It looks pretty but certainly isn’t functional. All ‘flash’ - no substance.

At the start of this season, it’s a perfect time to take a quick and honest self-inventory. If your team was surveyed, what would they say is the essence of your leadership? Do they see only the flash of…
your polished appearance? Your pristine office? Your perfect company manners?

Or, do they see more substance behind the flash:
* the keeping of promises,
* the consistent respect shown team members and clients;
* the integrity of your decision-making.

Take a few moments right now to see if your public persona is supported by your interal leadership values.

OK, OK. I’m hauling out the lawn chairs today. See you under the gazebo.

Until next time...Live like you mean it!
Marjorie

Wednesday, June 27, 2007

Your Own Worst Enemy

Are you a victim or are you taking responsibility for your life?

I talked last time about the potential of fear holding you back in your leadership. Another thought is that it’s not really fear but how you’ve been conditioned over the years.

I’ve heard the following as a definition of taking responsibility:
“Never blaming anyone else for anything you are being, doing, having or feeling.” (Susan Jeffers)

It means becoming aware of when and where you are not taking responsibility so that you can eventually change. It means dealing with negative self-talk that keep you stuck. It means figuring out what you want in life and acting on it.

One word – CHOICES

You can make the choice to suffer or not;
To accept or not;
To try or not.

The choices are endless and you’ll never begin losing a victim mentality if you don’t try a different path. Start small – it can lead to big things.

Until next time…Live like you mean it!
Marjorie

Friday, June 22, 2007

Team Leader Qualities - The Obvious

There are about a zillion books on Leadership yet we still crave for more. Why is that?

From the work I’ve done with scores of team leaders, the majority certainly know what needs to be done but few actually commit to changing their own behavior. Fear of stepping into the unknown hinders these leaders from having a breakthrough with their work group.

Let’s get to the obvious qualities of a team leader. Do you aim for the following?

• Having a positive attitude
• Being responsible
• Maintaining a service-oriented mindset
• Believe in and empower other people
• Leading a disciplined and balanced life
• Having high standards for yourself
• Articulating a vision

Start here and you’ll be well on your way to forming your leadership identity. One day I’ll share the not-so-obvious team leader qualities.

Until then…Live like you mean it,
Marjorie