The Sykes Group's OnPoint

October 1-5 is Customer Service Week.

Happy Customer Service Week!

October 1-5 is Customer Service Week. In an environment that so few organizations do it well, I would like to recognize an organization that understands what great customer service is, and more importantly, applies it each and every time. The name of that organization is the supermarket chain, Harris Teeter.

The following are twelve reasons why I enjoy my customer experiences when shopping at Harris Teeter and don't mind paying a little extra for the food I buy:

1. Harris Teeter provides consistently great service no matter what store you shop.

2. Harris Teeter employees have smiles on their faces each and every time.

3. Harris Teeter employees give eye contact when interacting with customers.

4. Every Harris Teeter cashier will ask you "did you find everything you needed" and wait for the answer and provide a solution if you didn't before proceeding to ring you up.

5. Every Harris Teeter employee shows a "we're here to serve you" attitude.

6. Every Harris Teeter employee shows a "we will be more than glad to find it for you" attitude.

7. Every Harris Teeter store has a clean and inviting environment.

8. Every Harris Teeter makes checkout easy and fast even during rush hour.

9. Harris Teeter is focused on hiring service oriented employees.

10. All Harris Teeter employees are trained to understand and show great customer service.

11. Harris Teeter employees explain each time at end of check out how much you saved by shopping at Harris Teeter.

12. Harris Teeter employees always say "thank you for shopping at Harris Teeter."

Harris Teeter understands that the customer is willing to go out their way and pay more if the customer is given great customer service and feels appreciated. Whenever I go to Harris Teeter, it is a "shopping event." Thus, for Harris Teeter, it increases their bottom line. Hooray for Harris Teeter! They understand the right way to run a business.

customer+service customer+service+week customer+relations

So Much Reading, So Little Time, What is One to Do? RapidReader Increases Reading Speed in Minutes!

"Help! I need to increase my reading speed now!"

If you're like me, you have information coming at you 24/7 from a variety of sources: e-mails, books, special reports, magazines, training manuals, vendor information, etc. and it keeps growing. We are under pressure to quickly assimilate this information so that we can make business, career, and life decisions better and faster than ever before.

I have tried various speed reading programs with very little success. I have learned the systems, scanned the pages, used the "index finger" to keep myself on track and not increased my reading speed at all. The problem with these programs is that they force us to learn a reading system that is not natural to us, thereby causing us to fail.

Then it happened that I was exposed to the solution. A vendor, who wanted me to quickly read his product information, explained in his follow-up e-mail that he understands that I am busy and offered a win-win solution---the RapidReader program. The very first time I used RapidReader I fell in love. I found that I was able to instantly increase my reading speed and read the vendor's manual in a matter of minutes.

RapidReader is based on a ten-year research project by John Hopkins University which studied barriers to faster reading. The results revealed that for over 5,000 years we humans set ourselves up for failure by requiring our eyes to move to where written words are instead of letting the words that we read come to us. Not only do we work too hard to read when we must move our eyes to read a page, but we also increase our risk of being distracted during the reading process, both resulting in slower reading speed. RapidReader eliminates the two main barriers to reading speed: eye movement and sounding out words.

RapidReader's "Speed Reading on Demand" is software that easily integrates into applications you use the most, including Microsoft Word, Adobe Acrobat Reader, Outlook, and Web Browsers. RapidReader can be installed on your personal computer, laptop, Palm, or mobile phone. Once installed, you simply select a document to read, select the desired reading speed from 100 to 950 wpm, sit back, and your document is converted into a moving panorama of flashing words, much like looking at a movie. The John Hopkins study found that subjects who read text flashed like a movie in one location on a screen read at incredible speeds of up to 1200 wpm. A similar study at the University of Southern California revealed that 86% of subjects significantly increased their reading comprehension over reading on paper when using RapidReader at 300 wpm.

RapidReader takes reading into the 21st century to help us meet today's demands to process information at a breakneck pace. I highly recommend RapidReader for business owners, executives, managers, students, teachers, and anyone else who must process huge amounts of information to succeed. See for yourself by trying a free trial copy of RapidReader at Free RapidReader Trial.

timemanagement time+management time+management+techniques Speed+Reading reading+speed speedreading

Today is Empowered Women Entrepreneurs Day!

Today is Empowered Women Entrepreneurs Day!

More and more women are gaining the knowledge and resources and becoming entrepreneurs. This enables them to be empowered, take action, and embrace new opportunities in their lives.

I would like to recognize my partner, Joy, and especially my sister, Cheryl for being empowered entrepreneurs. Cheryl recently had her second baby. Her husband is disabled because of an unfortunate job related accident. Instead of sitting back and accepting her situation, she researched different entrepreneurial opportunities, and started a striving eBay business with enough income to live comfortably.

Obtain the knowledge, take the action, make opportunities happen, and be empowered for more success in your lives!

For additional resources, go to Empowered Women

Empowered+Women+Entrepreneurs success opportunity

Happy Smile Rejuvenation Day!

I just finished facilitating an exciting employee motivation program with a group of supervisors and managers. During one of the exercises, the group agreed that as supervisors and managers, they needed to set the tone for a motivated workplace. They discussed one way to set the tone is to have a pleasing smile when interacting with their employees.

How many of you have felt motivated to work first thing in the morning and you see your supervisor or manager walk into the office looking like the picture to the left. Are you still motivated? Are you distracted from producing your best work? Are you wondering, "What's going to happen next?"

Wouldn't you rather walk in an environment that looks like the picture to the right? Remember, as supervisors, managers, and leaders, we set the tone for the work environment. If you want a motivated work environment, it starts at the top.

So rejuvenate your smile and set the tone for the day!

motivation motivating others motivated+employees employee+motivation smile team+motivation

Presentation Skills: Seven Presentation Secrets Learned from the Academy Awards

Academy Awards come and go, but one thing is a constant: bad acceptance speeches. You may never win an Academy Award, but you may be asked to give an acceptance speech for an accomplishment in your business, your career, your community, or your organization. Sometimes your acceptance speech will be for what you accomplished, or for what your team has accomplished.

Will you be ready when it is your time to give an acceptance speech?

The following are seven presentation secrets to giving an outstanding acceptance speech in any situation:

1. Prepare For the Moment- You may have heard the Oscar winners say, "I really didn't think I would win," or "I really didn't think I would be standing here tonight," and then give an acceptance speech like they didn't think they would win. Well, my question is, "Why did you think you were invited to this gala event?"
   
   Most likely, you will know ahead of time that you will be possibly winning an award, so take the time to prepare your presentation. Practice your speech using a tape recorder or, better yet, a video camcorder. Also, if you can, give a dress rehearsal of your speech in front of friends, family, or colleagues.

2. Agree Who Will Give the Speech- Time and time during the Academy Awards Ceremony, the first person to the microphone will speak for the full thirty second time limit and not allow the other winners in the group (many seen clutching their own acceptance speech notes) the opportunity to give their acceptance speeches. Where this moment should be one of the happiest moments in their lives, you can see the disappointment on the faces of the winners who didn't have the opportunity to speak.
   
   When you are working as a team on a project and are receiving an award, agree in advance who the acceptance speaker will be. This might be the team leader, the manager, vice president, etc., but work this out before giving the speech.
   
   If you decide on one person to give the speech, then you need to decide on who will be recognized during the time this person gives the presentation. Also, when speaking for the group, make sure the "I's" are changed to "We's." For example, when speaking for the group say, "We would like to acknowledge the following people..." instead of saying, "I would like to acknowledge the following people..." Remember, the designated speaker is representing the group.
   
   If decision is to have several team members speak, achieve consensus on how much time each person will have to speak so that each person has an equal opportunity to express appreciation.

3. Use Notes to Enhance Your Presentation- At the Academy Awards Ceremony, one person read his entire speech from his notes, not once looking at the audience. What he had to say was very heartfelt and sincere; however, his sincerity didn't translate to the audience because his notes were in the way.

   When giving an acceptance speech, use notes as a tool to enhance your presentation and not as a crutch. Only use notes for remembering the opening sentence, important names to thanks, or whatever facts you need to mention. Don't have the entire speech on notes.

   The following are some quick tips for working with notes:

   • Practice with your notes so that your speech is natural.
   • Type your notes. In the heat of the moment and sometimes bad lighting, our eyesight can become a little challenged. Type your notes in 16-18 point fonts.
   • Double space your sentences so that you can easily read your notes.
   • Type only on the top half of a full page so that you are less likely to lose your place after looking up at the audience.
   • Look up at the audience after every two or three sentences to maintain rapport with the audience.
   • Number your notes in case they fall and become scrambled so that you can quickly recover.
   • Practice a smooth transition for pulling your notes out of your pocket or portfolio.
   • Don't flip your notes because the flipping noise will cause a distraction for your audience. Practice sliding your notes.

4. Share the Wealth- How many times have we seen at the Academy Awards ceremony where some persons went on about how they personally achieved the reward or, worst yet, forgot to acknowledge the most important person for whom they would not have achieved the award (Remember Hillary Swank not remembering to thank her husband?).

   Take the time to give appreciation to the organization giving you the award and to those who helped you achieve the award. No person is an island. You achieved the goal through the help of someone(s), so acknowledge and appreciate them. To save time, if it is a few people, acknowledge them by name. If it is a large group of people, department, or organization, mention the group by name. For example, you might say, "I would like to acknowledge the people in marketing for their hard work on the Peterson project for making this moment happen. If it were not for their time and effort, we would not have won the XYZ account. Thank you."

   Also, only thank the necessary people during your acceptance speech. Don't thank Guttenberg for inviting the printing press if he has nothing to do with why you accomplished your achievement. Stay focused on only those people who had a direct effect on your achievement.

5. Let Sincerity Flow Through Your Speech- Let your appreciations come from the heart. Briefly convey your own feelings regarding your appreciation of the award and all that it represents. Be honest and don't over exaggerate your feelings while accepting the award.

   Be clear and concise in your showing of appreciation because you will most likely be under time constraints.

6. Value the Award- Many times during the Academy Awards Ceremony, you will hear the winner of an award say, "I really don't deserve this award," or "I really shouldn't be standing here." When you make statements like that, you devalue the award and recognition given to you. Also you question the judgment of the people who chose you to accept the award. Simply acknowledge their judgment and recognition and continue your speech.

7. Stay Within the Time- At the Academy Awards, the Oscar winners have thirty seconds before the band starts playing the "wrap it up" music. In many cases, the winner attempts to speak over the music. Between the band and the Oscar recipient, who do you think wins? Of course, it is the band. As soon as the band starts playing the music, the audience stops listening to the recipient.

   Many times when you are given an award during a meeting, conference, etc., you are also under time restrictions. In most cases, you will have longer than thirty seconds. Take the time to ask the person in charge of the meeting how much time you have for your speech. Also, make it a habit to look at the agenda ahead of time to see how much time you have been allotted. It may be only three minutes, 10 minutes, or 30 minutes, but find out ahead of time. By finding out ahead of time and staying within the time given to you, you show respect to your audience, the people in charge of the meeting, and most of all yourself. Once you go over the time allotted, you can see the audience members start looking at their watches and stop listening to your important speech.

   Note: If you can't find out ahead of time how much time you have to make your speech, assume you have very limited time and keep you comments brief.

Take the time to apply these seven acceptance speech secrets and you will give an outstanding presentation each and every time you receive an award.

presentation presentation+skills speech acceptance+speech public+speaking Academy+Awards Oscar

Ed Sykes and Joy Fisher-Sykes are Featured Leadership Speakers at Toastmaster International Convention

Ed Sykes and Joy Fisher-Sykes will be featured speakers at the 2006 Toastmasters International Convention held at the Washington Hilton in Washington, DC, on August 26th. The title of their presentation is "The Business of Toastmasters: How to Create a Vibrant, Motivated and Profitable Club."

Ed Sykes and Joy Fisher-Sykes will share secrets for treating your club, association, or group as a growing business. Ed and Joy, while volunteering for Toastmasters as Club Extension Specialist and District Public Relations Officer, respectively, have created and mentored five new clubs in 2006: Norfolk Naval Shipyard HRSC, GEICO, Booz, Allen and Hamilton, Verizon, and Johnson Controls, with vibrant starting memberships of over thirty plus and growing. They are currently working with State Farm Insurance to start a new club. These organizations realize that outstanding communication skills improve employee morale, customer relations, and, ultimately, better performance and bottom line.

"Many non-profit groups act like they are non-profits," says Ed Sykes. "However, they have an obligation as leaders to market, provide the product or service guaranteed in their "contract" (the membership application), and take care of their "customers" (the members). "Just like a corporation," says Joy Fisher-Sykes, "you are responsible for working with your "shareholders" (your area, division, and district officers) to provide the best product or service for your customers to grow your "business" (the organization).

Life Before Downsizing: Six Secrets to Managing Change and Creating Opportunities for the Future

What would you do if you learned your organization was bought by another organization, was downsizing, or closing its doors tomorrow? In 30 days? Six months? In one year? Are you prepared for the change? What will you do in the future?

In this ever changing world we live in, there is one constant...change. Changes are happening faster and faster. Even what is changing has a different look. Just think of the items in your life that were not available 20, 10, 5 years, or even one year ago. Just think of the iPod, cloning, DNA, etc. Why would we think our career situation will be the same in twenty years?

The same types of changes are happening in the workplace. This is no longer the world of working twenty years for the same company. Organizations are adapting to the local, national, and global marketplaces.

How do you prepare yourself for these changes? The following techniques will enable you to master career change and create opportunities for you:

1. Create Goals
   Many times when you work for an organization for a long time, you may become complacent. Constantly develop your goals. Work on goals in the areas of career, family, education, fitness, health, and spirituality. This will create balance in your life and enable you master change when it comes.

2. Cast Your NETS Now!
   N-E-T-S means Network with Everyone for Total Success! Go out and join various industry and non-industry groups. This is a great way to spread your NETS. Volunteer and be active with these groups so that your skills can be seen and your ideas heard. This is an opportunity to develop your leadership abilities and let others know about you as a person and the skills you have to offer. As I always say:
   
   "It's not what you know. It's not who you know. It's who knows what you know."
   
   Depending on the skills, you will be looked at as an expert. Cast your NETS and let others know what you know.

3. Account for Your CPA
   C-P-A means Creating a Positive Attitude. Create a positive attitude toward your career and life so that you will not miss opportunities when they arrive. Look at challenging situations as opportunities that will prepare you for greater opportunities in the future. Realize that the projects you work on today will create new opportunities for you tomorrow.

4. Seek Knowledge
   Continuously seek knowledge to stay ahead of the change curve. Many times when we work with employees in organizations, we let employees know about educational opportunities that enhance their careers and lives. Sometimes, we receive the following response:
   
   "If the company isn't going to pay for the class, then I am not going to take it."
   
   Folks, we gladly spend (spend as in purchasing something with decreasing value) money on cable TV, DVD's, etc. However, when it comes to investing in our education, we often say no.
   
   Keep in mind that once you receive your knowledge, its your knowledge, and you take it wherever you go. Additional knowledge gives you the confidence to meet challenges and embrace opportunities.
   
   Take the time to find out what benefits and educational opportunities your organization is offering and take advantage of them. Do it today.
   
   Seek knowledge and grow!

5. Relax and Downsize Your Life
   Take the time to downsize your lifestyle. Often when we receive a raise, we buy a bigger car or house, buy additional items on credit, etc. That has become the norm in the "super size me" society. As the comedian George Carlin says, "We have become a slave to our stuff." Think of ways you could downsize your lifestyle if you were faced with a career or life challenge tomorrow. Then act on it before it acts on you.
   
   By downsizing, you will experience the following benefits:
   
   
   • Take back control of your life
   • Reduce stress
   • Allow more time for family, hobbies, and community work
   
   Also, it will allow you to take advantage of a new career or business opportunity, one that maybe you have a real passion for, without being as concerned about "will this job pay my bills."

7. Connect with Your Change Barometer
   Look inward or ask a good friend or family member how you handled change in the past. Ask the following questions:
   
   

   How did you feel?
   What did you look like?
   How did you react (or not react)?

   
   Ask for honest feedback and take the information to learn how to handle career change and challenges in the future. It's okay to feel a certain way during the challenge of change. It's not okay to stay there. Also, understand that everyone handles change differently. So respect your co- workers' feelings.

Take these six secrets to managing change, and you will master the present and create future opportunities

Bad Customer Service Is Not So Funny: Five Secrets to Giving Outstanding Customer Service

The following story tells how a customer experience went from funny to sad in less than 24 hours, and five secrets to creating an outstanding customer experience.

Recently, Joy and I were invited to go to a local comedy club. It was one of those clubs where you eat dinner while listening to the comedians.

We had a very enjoyable evening with our hosts. The comedians were funny and the meals were delicious. The server gave us our check for the meals and, after perusing the bill, gave the waiter our credit card for payment. I noticed that the waiter went to all the tables he served at the same time and collected all the receipts and credit cards, cash, and payments at the same time. We were a little concerned that the payments would be applied to the wrong receipts. However, we assumed the best and assumed the server had an organized system for applying the payments to the right receipts.

We were wrong!

To read the rest of the story...

March 3rd is Employee Appreciation Day

It's Friday, it's March 3rd, what better time to appreciate your employees. Invest the time to show your employees how much you appreciate them. The follow are forty-five no cost/low cost ways to appreciate to motivate your employees:

1. Call an employee into your office just to say thank you; don't discuss any other issue. Keep it "pure."

2. Create a "Pat on the Back" Award for employees who do an outstanding job. Send a notice of the award to the employee's file.

3. Post a thank-you note on the employee's office door.

4. Create business card size "Thanks," "Good job," "Bravo," and "Keep it up." Write specifically what they did in two or three words. Put the person's name on the card.

5. Volunteer to do another person's least desirable work task for a day.

Read the rest of the article.

Happy Human Resources Month!

January is Human Resources month! Now is a great opportunity to highlight the contributions you make and to honor the special people in Human Resources who make them. Rewards and recognition for Human Resources staff set the stage for another terrific HR year.

This is the perfect time to:

1. Expand your good will and public relations efforts within your organization.

2. Showcase your contributions.

3. Seek the input and feedback you need to effectively serve your customers.

With these multiple purposes in mind, consider these opportunities:

Read more....

Common Courtesy Isn't So Common - 10 Telephone Blunders in Everyday Business

As youngsters, many of us were taught basic telephone etiquette. These lessons taught us the basic components of conducting a phone conversation - politeness, attentiveness, respect, and common courtesy. Unfortunately, it seems these lessons have been forgotten by many of today's companies. For many, the philosophy seems to say that it's easier to forgo these practices and, instead, choose to deal with the customer service consequences later. It seems the true cost to the bottom line is of not of any consequence. Why in a time of ever increasing competition locally and abroad, along with the knowledge of customers' high expectations, would anyone be willing to overlook and undervalue this most basic customer service skill? Read more...

Try Using a Little Customer Service Common Sense

Joy went to the local cafe to pick up dinner for the evening. I asked her to bring back a Jamaican Jerk wrap for me. She returned home with a devilish smile on her face. I asked her to share with me what she was thinking about that made her smile. She said the cafe server wrote on the food wrapper so that I can identify which meal belonged to me. This is what she handed to me.

The word "jerk" was written on the wrapper. I had a good laugh. What was the server thinking? I can't make this up.

It helps to have a little common sense when serving customers. Write Jamaican Jerk, Jamaican, or J.J., but don't write "jerk."

Have you run into a situation where the person serving you didn't show common sense? Share your story with us.

Five Secrets to Showing Your Customers You Really Care (Using Empathy for Outstanding Customer Service)

During our recent online poll, we asked the following question:

What upsets you the most when receiving poor customer service?

Eighty percent of the poll participants said the "I don't care attitude" of the person serving them upsets them the most.

Businesses lose billions of dollars of revenue each year because customers feel the organizations don't care about their business enough to make an effort to keep them. It takes five times more effort in time and money to win over a new customer than to keep an existing customer.

Then why does this happen? No training or poor training has a lot to do with it.

Here are five secrets to showing your customers you really do care about their situations when interacting with them: Read more...

Ten Customer Service Secrets to Win Back Customers

Recently I was facilitating an Outstanding Customer Service program and broke for lunch. Knowing that the restaurants in the area had much to desire as far as service I gave the students an extra fifteen minutes for lunch.

Sure enough a group of four students came rushing into the classroom with their lunches in hand. They sincerely apologized and quickly explained that they receive poor service at a restaurant (This restaurant is part of a national chain. Hint: its name references a day in the week. I can't give you the complete answer.). They went on to explain that after the waiter initially took their order, they waited 45 minutes before their food finally arrived. During the wait, no one came to check on them.

They went on to explain the food finally came and it was time to leave for class. They were not happy. They asked to see the restaurant manager. The manager sheepishly came to see them and asked, "What was the problem?" One of my students explained the situation to which the restaurant manager replied, "The food ticket only shows you were waiting for eleven minutes." My students were not happy and expressed it to which the manager asked them, "Would you like dessert?" My students again expressed they were not happy. Each time my students expressed their unhappiness, the manager would say she was sorry. My students weren't buying it. The manager then left without explaining where and what she was doing. The manager returned and told my students that their meals were free.Even though the manager gave them free meals my students said they will never go back to that restaurant or any other restaurant in that chain.

So why weren't these customers happy? The restaurant had an opportunity to turn a difficult customer service experience into a winning situation for all and squandered it. Not only will these patrons, my students, never go back to any restaurant in that chain but how many other people will they tell about their unhappy experience? The unhappy customer, on average, will tell 27 other people about their experience. With the use of the internet, whether web pages or e-mail, that number can increase in the thousands, if not millions with the click of a button. However, according to the Department of Consumer Affairs, 82-95% of unhappy customers will come back if impressed and actually refer five new customers.

Let's take a look at the ten secrets that will not only win back your customer in any situation, but have them referring new customers, but will add more money to your bottom line revenue.

1. Smile
   Nothing can turn a hostile situation into position moment faster than a sincere smile. A smile that says, "I want to help you in a positive way." It communicates you are positive about the interaction with the customer. A sincere smile enhances the communication process so that you can find the solution faster.

2. Introduce Yourself as the Solution Creator
   Make sure you introduce yourself, find out the customer's name, and let your customer know your position and why you are there. This lets the customer know you are taking responsibility to creating a solution for them. You might say something like:
   
   "Hello, my name is Mike. I am the manager at this location. I am here to assist you in this situation, please tell me about it."
   
   Notice I didn't say, "What's the problem?" By using "What's the problem?" you start the customer service situation in a negative note. The customer is thinking "You're the problem," "This establishment is the problem," "The whole world is the problem," etc. By starting your conversation with "I am here to assist you in this situation, please tell me about it" you are setting up a "verbal agreement" in the customer's mind to move to a solution.
   
   Note: If possible, please use the customer's name throughout the conversation.

3. Listen
   Customers want tell their side of the story and feel like they are only heard but you listened to them. Mentally take a step back and dedicate yourself to actively listening to the customer's story with an open mind so that you can find a solution. In the above situation, the manager stood silently while my students were explaining their story. Be active in your listening and create empathy ("put yourself in the customer's shoes") with statements such as:
   
   • "I can appreciate what you're saying."
   • "I can understand how you'd feel that way."
   • "I can see how you'd be upset."
   • "It sounds as if we've caused you inconvenience."
   • "What I understand the situation to be..."
   
   

   Please stay away communication that alienates the customer such as:

   • "I don't know why you are so upset."
   • "That's the first complaint we ever got on that."
   • "I know how you feel." (Because you don't)
   • "Boy, you're sure mad"
   
   In the above story, the students told the manager that they weren't happy with the service because they didn't have time to eat their meals. The manager, not listening, said, "Would you like dessert?" The solution was not more food. Listen for the solution!

4. Be Sorry for the Right Reasons
   Be sincere in your concern for the customer and say sorry the correct way. Many time in the heat of the customer service situation we what to show some sign of concern so we do the following:
   
   • The first words of the interaction with the words, "I'm sorry." First, you didn't find out any information from the customer to be sorry.
   • Say sorry throughout the conversation with saying what you are sorry for. When saying you are sorry, say exactly what you are sorry for.
   
   The students, even though the manager kept repeating she was sorry, didn't think the manager was sincere in her apology. The correct say to say you are sorry is:
   
   
   • "I'm sorry you had to wait so long for your food."
   • "I'm sorry that you were treated that way."
   • "I'm sorry that our employee said that to you."
   • "I'm sorry this situation happened to you."
   
   Let the customer know exactly why you are sorry. The students thought the manager's "sorrys" were insincere because she never mentioned why she was sorry.

5. Give Your Personal Assurance.
   Let the customer know you will personally create a solution for them. It could be as simple as saying, "I'm taking personal responsibility for this."

6. Ask Them What They Want
   One of the fears that we have when trying to satisfy the customer is that we think they want something out of our reach. Ask the customer, "What would you like you to do?" or "What would make this situation right for you?" You will be surprised that in most cases the customer will ask for less you were willing to give.

7. Use Statements of Conviction
   Sure the following to gain the confidence of the customer:
   
   • "We're going to do something about that!"
   • "We will make a change right now!"

8. Present a Clear Plan of Action
   Make sure the customer knows what you are going to do to correct the situation for them. 95% of making things right for the customer is making them aware that you are taking action to make a difference for them. Explain to them the actions and timelines you need to take to make things right for them. If you need to leave or make a telephone call to obtain additional information, say:
   
   
   • "Excuse me while I make a telephone call obtain the best solution for you. This will take five minutes, can you please wait?"
   • "Excuse me, I need to ask the person with the missing piece of information so that we can quick resolve this for you. Do you mind waiting five minutes?"
   
   Note: Make sure you get back to the time customer before the time you specified. If you promised ten minutes, get back to the customer before ten minutes. Rule of thumb, double the time it would normally that to get the information. If you know it will take ten minutes to get the answer for the customer then tell the customer you will get back to them within twenty minutes.

9. Move Quickly to the Solution
   If you applied steps 1-8 you are ready to give the customer the solution they wanted for a win-win situation. You can confirm this by saying the following:
   
   
   • "Would this be agreeable for you?"
   • "Is this the solution you were looking for?"
   • "Will this make things right for you?"

10. Ask for the Business
    If you did everything right this is the perfect time to ask the customer to come back and do business with your organization. You showed that you were professional, caring, sincerely, positive, and proactive. Why wouldn't they do business with you again?
    
    Some of the way you can say this is:
    • "We would appreciate the opportunity to serve you in the future."
    • "Please come back and I will personally guarantee you receive outstanding service."
    • "Here is a 20% coupon. Please use it on your next visit to our establishment."

It's important that you let the customer know that you appreciate their business and want them to come back. Remember, if you did everything right, not only will them come back but they will other people to do business with you. Use challenging customer service situations to build your business.

Appreciate to Motivate (The Key to Successful Team Building)

Mary Kay Ash, founder of Mary Kay Cosmetics, since said, "There are two things people want more than sex and money...recognition and praise." Time and time again that one motivating factor that is at the top of most employee lists is appreciation for a job well done. It is more requested than the green stuff, money.

Why don't more manager, owners, and employees give appreciation? Some people state they don't know how to give it. Others don't know what to give appreciate for in the work environment. Yet others say they are too busy to give appreciation.

I think is this is the biggest sin of managers, being too busy to give appreciation for a good job well done. Remember what the old transmission commercials used to say, "You can pay me now or you can pay me later." Well, that is what giving appreciation is about. You can invest in your employees now and "pay" them with sincere appreciation and achieve even better performance. Or you will "pay" later by seeing your team's performance sink, corrective actions and coachings increase, and overall morale decrease.

The following are five tips to giving sincere appreciate that will motivate your team to soar to higher level and achieve more:

1. Be Specific
   In order to get the same behavior or action again you need to let the employee know exactly what action(s) you are appreciating. For example, the typical attempt at appreciate sounds like this:
   
   Manager: "Mike, you did a great job earlier today. Keep up the good work!"
   
   Mike: "Thanks" (Mike is thinking what is he complimenting me on?)
   
   The correct way:
   
   Manager: "Mike you did a great job on the report earlier today. I can see you invested a lot of time on the report by the detail you put in it. I really appreciate you effort. Thank you."
   
   Mike: "I appreciate you noticed the time a put into the report. Thanks" (Mike is thinking that the manager really did read it and appreciates his effort. I will be glad to do it again.) As you can see the employee has a clear understanding of what action the manager is showing appreciated for and he is motivated to take on the project again.

2. Be Timely
   Make sure you show appreciation as soon as possible to the action you appreciate. The further the distant in time between the appreciation and the action the less impact it will have to motivate the employee.
   
   Manager: "Mike, the report you submitted six month ago was great. Keep up the good work. Thanks!"
   
   Mike: "Thanks, I think. What report are you taking about?"
   
   Always find time to show appreciate in a timely manner. Even if you need to drop something else take time to appreciate your employees.

3. Be Fair
   One of the key concerns of students in my workshops is that when appreciation is shown, it doesn't seem fair. The biggest villain of this is the dreaded "Employee of the Month" board. Many times when you ask the "Employee of the Month" what did you do to earn it they say, "I don't know." I have one action you must take when giving appreciation...be consistent!
   
   • First, clearly state the rules for appreciation so that everyone understands how appreciate is earned.
   • Second, be consistent when showing appreciation. If one employee does a favorable action and you show appreciation and another employee does the same or similar action and you don't show appreciation you have just sewn the seeds of bad morale and feelings of favoritism.
   • Third, always be on the lookout for "finding something good" your employees do well. Once you achieve this mindset you will always find the good and increase morale and productivity within your team and organization.
   • Fourth, be pure in your appreciation. If you to show appreciation, don't muddle it with other communication. In other words, don't show appreciation for one action and then start discussing a potential corrective action for another action. This sends mixed signals that say to the receiver of this communication, "I don't want any appreciation because there is always something bad attached to it." Keep it pure!

4. Be Public, if Possible
   Appreciation is not something you hide. It works best when done publicly. Show you appreciation in a public way in meetings, in front of team members, and management. The funny thing is that once you get in the habit of doing this many of your team members will increase the activity they need to take to also earn this public appreciation.

5. Be Relational
   When I ask the question, "Why do you come to work everyday?," in my workshops I usually get "to get paid" as the first answer the students give. Then as we discuss it further it always comes down to "I feel like I make a difference" as the main answer. You see, in most cases the reason why employees decide to climb out of bed in the morning, their toes touch the floor, and they decide to drive to work is that they feel that they make a difference where they work.
   
   I remember an opportunity to emcee a large sales meeting for a Fortune 500 company. I introduced a Senior Vice President and he went to the lectern to address over 500 employees. He announced that the company achieved sales of $14 billion. Then he quickly announced that their goal for the next year was $17 billion. As he was talking I was looking at the audience. They were unusually quiet and attentive. However, as I looked at them they had a glassy eye look. I realized the problem was that the speaker was just talking numbers. He didn't relate how those 500+ employees made a positive difference for the company. All he needed to say was how their sacrifice everyone translated in the success of the company. Along with this, they will meet the coming years challenges only with the talents of our employees. So simple, but so rarely done.
   
   Relate the action done with how if affects the team, department and organization. Let's go back to our earlier examples to complete the appreciate process:
   
   Manager: "Mike you did a great job on the report for the new computer system earlier today. I can see you invested a lot of time to do the research so that we have the necessary information to request the computer system. Mike, we appreciate your efforts because the new computer system will make our team more productive so that the department will achieve its goals and the company will be profitable this year. Bottom line, bigger bonuses for everyone. I look forward to seeing your high level of work in the future. Thank you."
   
   Mike: "Thanks. I appreciate making a difference. Please let me know whatever I can do to help the team."
   
   As you can see, Mike has a clear sense of achievement and where he fits in the company. Also, the manager encouraged Mike to do the same behavior soon by saying "I look forward to seeing your high level of work in the future." And the manager ended with a sincere "thank you."

These are five simple tips that will motivate your employees to achieve more with a minimum amount of efforts. Starting today, apply these techniques and you will see a world of difference in your team, department, and organization. Remember, "pay" yourself with the rewards now or "pay" yourself with a low performing team later.

Take Time to Be Successful!

The great dividing line between success and failure can be expressed in five words: "I did not have time."

As a reminder, here are five quick tips for effective time management:

1. List and prioritize weekly objectives.

2. Make a daily "to do" list and prioritize it by A-B-C.

3. Devote primary attention to your A's.

4. Handle each piece of paper only once.

5. Continually ask, "What is the best use of my time right now?" and DO IT!

Leadership Skills for Challenging Times

Leadership Skills for Challenging Times
By Ed Sykes

We consistently face new and ever growing challenges in the workplace such as reorganizing, downsizing, and "left out sizing." We are faced with the question, "How do we lead in this storm of change?" It may seem difficult at times and the decisions we make define our short-term and long-term outcomes. I will share with you five leadership techniques guaranteed to keep you on track during these difficult times.

• Integrity. I put this first because the lack of integrity will make or break you as a professional, as a leader, as a person in the long run. The lack of this will turn yesterday's heroes in today's villains. For example, "MCI was the apple of the business community's eye. High revenues, high profits, and high growth; MCI was beating the competition hands down. Then it was discovered that there were gross accounting irregularities that accounted for the astounding profits. You see, management made a decision, "Do I continue to sustain good growth and be able to look at myself in the mirror or do I cook the accounting books and spend the rest of my time covering up this integrity deficiency? The real shame of the MCI situation was that AT&T, Sprint, and others in the industry had to cut costs and lay off thousands of employees to compete with MCI's false numbers. The lack of integrity at MCI not only affected the company but also the livelihood of thousands and the industry as a whole.
  
  I was recently speaking with a recently retired City Council member who is well respected in the community. I asked her what the secret was to her success while on the council? She mentioned that one of her political adversaries said to her, "While you were on the council, I didn't like the way you voted, but I respected the way you voted because you were consistent with your votes and had the city's best interest in mind."
  
  Ask yourself what decisions that you make are right for the long term? Be consistent in your actions, whether it is with management, your team, or your family.

• Knowledge. With change happening faster and faster every moment, it is extremely important that you gain the knowledge to master these changes. You owe it not only to yourself, but to your team and management. As I always say, "It's not having the right answer, it's that you have the right answer faster than before." Many times during my teambuilding programs a student will say, "I didn't know where to find the answer." Then I will say, "That is an unacceptable answer." Because part of being a leader is acquiring the skills to find the right answers. With the Internet, classroom and online training, mentors, etc., the knowledge is at your fingertips. Challenge your team members to use the same resources to acquire the knowledge to master their challenges. By acquiring this knowledge, you will be able to navigate your team through the ocean of change and achieve your goals.

• Decisiveness. You have seen them. They wait for information, then more information before making a decision. Then they need more information to support the information they already have. Then they need a committee to analyze the information. Then they wait for the perfect time to make the decision. Well, you know what I mean. Anyone you know? Make the decision! Good things happen when you take action; you grow, you adapt, and your team grows. There is no perfect time to make a decision. Leaders make decisions based on past experience, putting into action the decision, and staying and adapting the decision if needed. But make the decision. The worst quality you can show your team is indecision. What do you think your team sees when you can't make a decision? Make the decision and go for it.

• Vision. This is the ability not only to see what is the present - anyone can do that - it's the ability to see the future. Outstanding leaders can not only see their team for what they can do now, but what they can become, and paint the picture for them. These leaders are consistently communicating and coaching their team members to that vision.
  
  One of the best ways, and least used methods, to convey your vision is the team meeting (Teambuilding and Coaching Skills for Outstanding Results). Every meeting should start out with the team vision, mission, and goals; and the rest of the meeting should tie into the vision. For example, the motivation portion of the meeting should tie into the vision, the information portion of the meeting should tie into the vision, the training portion of the meeting should tie into the vision, etc.
  
  Also, invest time to develop your team members' personal visions and show them how they can accomplish their personal goals by tying into the overall vision. By consistently communicating the vision, your team will move with purpose, feel they are personally making a difference, and achieve their goals sooner.

• Unselfishness. Stephen Covey, in his successful book Seven Habits of Highly Effective People, wrote that a true leader must be a servant to the ones he or she leads. The leader must be able to "give of oneself for the good of the team." In other words, be unselfish in words and action. Be unselfish in praise of others, in public, especially in front of management.
  
  Be unselfish in the ability to take time to listen, really listen to your team's concerns. A recent management survey said that the average time management invests doing "pure listening" to employees during the year is a mere two hours-just two hours! What was meant by "pure listening" time was listening with eye contact, acknowledgement, and not answering the phone while listening, not speaking with another person while listening, etc.
  
  Be unselfish in the ability to help your team. Whether it's the ability to readily assist with a difficult telephone call, jump in and remove road blocks for team members, or "be there" for a team member during challenging moments. Believe me, your team will remember those moments and excel for you.

Now I challenge you to put into action just one of the leadership techniques I mentioned above to achieve your vision, your mission, and your goals in the future.

The Sykes Group Announced the "Dive in 2005 Success Series"

The Sykes Group announces it new series of workshops, "Dive in 2005 Success Series." This innovative series taught by experts will give you the skills to succeed in business, career, and life.

Click here to learn how these programs can work for you!

Eight Ways to Motivate Part Time Employees

In most cases, part-time employees present a special challenge when it comes to motivation. They do the "grunt" work, have little career choices, are often focused on other goals outside of your organization (college, hobbies, etc.), and are treated as outsiders by full-time employees. So what’s a manager to do? How do we turn our part-time employees into outstanding employees?

The following are eight proven techniques to motivate your part-time employees:

1. Orient them properly
   Take time to describe job duties and go over what is allowed and not allowed, e.g., personal telephone calls, use of organization property, etc. Avoid confusion by designating one person to orient and give assignments to part-timers. This will eliminate the "well he told me one thing and she said something else" situation that can lead to a demoralized part-time employee.

2. Find Out What Motivates Them.
   Ask your part-timers questions so that you can find out how to best motivate them. In my teambuilding and leadership programs, I discuss the "Sykes Seven Questions of Motivation" that you need to have the answers to if you are truly motivating your employees. One question you can ask your part-timer is, “What do you want to do in the future?” By asking the question, you can relate their future goals to your present needs. For example, the part-timer says he/she wants to be an artist. Listen, acknowledge, and embrace the answer and realize that you can possibly apply their skills now by allowing them to create recognition posters (I know you are already doing these, right?), work on the organization newsletter, or any other art project that will benefit your organization.
   
   If you don’t ask, you won’t know what the hidden talents of these part-timers are and how to apply them.

3. Check Yourself When Communicating
   Sometime part-timers are looked at as an unnecessary evil. It may be great to have the extra hands, but not so great to deal with them. First, realize you are fortunate enough to have the extra help. Most people are anxious to have the extra help. Second, it is your job to develop them. Third, only communicate the positive when communicating with them.
   
   Remember, for your part-timers, this may be their first experience in the workplace. They may be a little scared and may show it in a number of different ways (rebelling against requests, not working with others, or showing up late or not at all). Our job is to check ourselves whenever we communicate with part-timers so that they feel welcome. Check yourself when communicating requests so that they are always discussed with positive expectations. Check yourself when communicating with part-timer and full-timers so that both groups know you are glad to have them. It will go a long way to letting the part-timer feel motivated to be there.

4. Assign a mentor
   Even after proper orientation, part-time workers will be confused. Assign them a full-time worker to be a mentor. The part-time worker will feel more like part of the team, and the mentor will feel good about the added responsibility.
   
   Important: Pick someone who is patient, has good communication skills, is motivated to do the task, and has the time to answer questions.

5. Mix up the workload
   Don’t overload part-time workers with “grunt” tasks only. It’s a common temptation to assign all low-level work to part-time employees. Don’t do it! It’s demoralizing. Remember, "Variety is the spice of work life." This is where you would apply the information learned in technique number two to mix up the assignments.

6. Eliminate any Hard Feelings
   Eliminate any perceived or real hard feelings between part-timers and full-timers immediately. Explain to full-time employees why you’re bringing in part-time help and that their jobs are not being threatened.
   
   Important: Sell them on the benefits of bringing in part-timers (make jobs easier, allow them to learn management skills, etc.)

7. Offer Flexible Hours
   Many part-time employees are working part-time to meet special situations (College, family health situations, childcare issues, transportation issues, etc.). Use that to your advantage. By allowing flexible work hours, you’ll retain your part-time workers longer, eliminating the need for costly retraining.
   
   Important: Make sure part-time employees communicate and clear all scheduling conflicts in advance to avoid confusion.

8. Offer Incentives
   Most companies don’t offer part-time employees incentives. Believe me, the part-time employee knows and resents this policy right away. That’s a big mistake. Set up an incentive program based on your organization’s revenue or behavior you need to see from the part-time employee. In the case of incentives for behavior, give a bonus or incentive for the following:
   • Perfect attendance
   • Perfect on time attendance
   • Working well with others
   • Working well with full-time employees
   • Taking initiative to solve problems
   • Great customer service

   Important: Recognize the part-time worker as soon as the action was taken and praise publicly (my article “Appreciate to Motivate" will explain how).

If you follow the eight steps mentioned, we guarantee that you will be well on the way to motivated, productive part-time employees with less turnover and retraining. You will accomplish far more in less time without the stress.

Want to learn how to motivate your employees? Our Team Building, Life After Downsizing, How to Develop the Leader Within You, Time Management Skills to Achieve More, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level. Please read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

Getting Back to Basics: A Customer Service Tale

One hot summer day my daughter and I ventured to our local craft store with one mission in mind – purchase velvet covered coloring panels called fuzzy boards. Little did we know this simple trip would turn into such an adventure.

The store advertised the boards on sale and offered a 40% discount coupon. My daughter excitedly selected two boards however I noticed different manufacturers produced them, so I asked her to select an extra board just in case both were not on sale. She did, and we proceeded to the cashier. With a half hour until closing, we eagerly approached the only open register, behind which stood two young women. This is when the adventure began, and things took a turn for the worse.

We saw two store clerks at the check out. Seated on the floor was one associate who faced the cashier line and the other, the cashier, did not which made it impossible for her to be aware of approaching customers. When she saw us, the associate on the floor did cease her end of the conversation and told the cashier she had customers. Unfortunately, the cashier ignored this information because it took her a minute before she turned and greeted us with "Oh, I'm sorry." I’m not sure exactly what she apologized for because she then proceeded to continue her conversation.

I told the cashier we needed to know if all of the items were on sale. Although she acknowledged the request, she still continued talking to the other associate and proceeded to scan all of the items for purchase. When I pointed out her error her response was "Oh, okay, sorry," and once again she resumed her conversation. She clearly was not present – her mind was engaged and committed elsewhere. Her actions communicated her conversation was far more important than this sale.

The cashier did one final thing that was the final straw. After the correct total was tallied, my daughter handed the cashier a 40% off store coupon. The cashier took it and immediately threw the coupon away, turned to us with a smile and told us our total. At this point, I thought I was in the twilight zone or on some really bad reality show.

When I asked why the coupon was thrown away, she explained the coupon was only valid on regularly priced items. After a very deep breath, I proceeded to share few ideas. First, I stated when she threw the coupon away, we were unclear why. I explained an explanation of her actions would have avoided any misunderstandings or ill will. She apologized once again, and said she understood and agreed. Second, I stated her inattentiveness during the transaction was inappropriate and did not make us feel like the valued customers we are. Finally, I said during business hours it is best to remain focused the most important component to retail success, customers. Personal conversations are best left for discussion after hours. Her associate must have agreed, too, because at this point she turned and walked way. This shopping excursion caused me to pause and think all service provider must always exhibit certain basic behaviors - customer service basics. Here are a few:

 

Basic Rule #1 – Acknowledge Customer’s
How many times have you walked in a store and you weren’t acknowledged? How did you feel? I can’t tell you how many times I’ve witnessed service providers who take personal phone calls (or worse answer their cell), speak to other co-workers regarding non-urgent matters, or who simply walk away without explanation. Basic customer service requires an acknowledgement as soon a customer enters your establishment – whether you will be ready to provide service in one minute or twenty. An acknowledgement says "I’m glad to see you and value your business. We will help you as soon as possible. Thank you for your patience." A little appreciation goes a long way, especially if at the time you find yourself short handed. As soon as you see customers…acknowledge them. Although this sounds obvious, it simply just isn’t practiced as it should.

Basic Rule #2 – Be Present and Listen
When assisting customers, it is important to always be "present." Being present required you to be in the moment ready to provide your customer with your full, undivided attention from start to finish. It is imperative customer’s always feel important and the center of attention. To accomplish this you must remain fully focused.

Active listening is a critical component of any customer interaction. This is a big difference between hearing and listening. Hearing is the perception of sound. Active listening requires us to hear, interpret, and then take action. Active listening empowers us to consistently provide our customers exactly what they need.

Basic Rule #3 – Explain Your Plan
Customers need to know and want to understand the reason for your plan of action. Many times I have returned an item only to have the clerk shove a form and pen in front of me without so much as a please or explanation. As if I should be know what they want from me. Always clearly explain each step and the reason for your request.

Want to learn how to provide outstanding customer service? Our Outstanding Customer Service, Master Your Attitude, Assertive Communication, Conflict Management, How to Master Challenging People During Difficult Situation, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level. Also read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

5 Goal Setting Secrets to Jumpstart Your Life

Another year is upon us and you have your list of resolutions or goals you want to accomplish in the upcoming year. It’s time to plan your goals so that it’s not just another conversation this year, but a focused plan for success. I will share with you five goal setting techniques guaranteed to help you achieve more out of life. Use the goal setting techniques listed below to help you achieve your targets:

1. Be SMARTER with your Goals.
   Make your goals:
   • Specific
   • Measureable
   • Action-oriented
   • Relevant or realistic to your situation
   • Time-bound
   • Encouraging
   • Rewarding
   For example, "I will increase my sales by 15% compared to last year." Be as specific about your goal as possible. "I will start my own catering business" is a lot stronger than "I want to go into business for myself." Challenging goals are motivating. Set goals that will push beyond what you usually think you can accomplish. Remember to set a deadline. A goal without a deadline is simply a dream. Attach a realistic yet challenging deadline for accomplishment and post this where you can review it regularly.

2. Visualize your goals.
   Take 15 minutes in the morning and 15 minutes just before you go to bed; find a quiet place; close your eyes and relax, and visualize yourself actually achieving your goals. Remember the more senses (sight, sound, smell, taste, etc.) you can involve, the more real your visualization becomes. I ask during my seminars, "Have you ever had a dream that seemed so real that you woke up in the middle of it?" Well the reason for that is the subconscious mind is at work involving all of those senses to trick you into believing the dream is real. Well, you don’t have to wait; work at visualizing your goals today.

3. Phrase your goal in the present tense and assume success.
   Don't say, "I want to." Say, "I will." This subtle technique tells your subconscious that you have already achieved your goal, which means it will work at helping the goal become a reality. It will attract the people, places, and situations you need to achieve that goal.

4. Put your goals in writing.
   This simple act helps you clarify your goals and will allow you to visualize them more effectively. I recommend that you record each goal on a separate index card and review them twice a day – once in the morning (when you first wake up) and again before you go to bed. Post index cards where you spend the most time; on the bathroom mirror, on the frig., on your nightstand, etc. This process reinforces your goals, acts as a reminder, and drives your goals deep into your subconscious. In fact, this is one of the most powerful strategies you can use to achieve your targets.

5. List the benefits you intend to receive by achieving each goal.
   This will keep you focused and strong, particularly when you face the inevitable roadblocks and barriers. In June, when I chose to lose 20 pounds, I listed 12 benefits, and when I had the urge to put butter on my veggies or help myself to a second serving of food, I would review this list to help me get past that craving. I lost the 22 pounds and two inches around my waistline to date. I think I will go for another 10 pounds. This was not a diet, just a lifestyle change. The more benefits you can list for your goals, the more motivating those goals will become.

So my challenge to you to is to take the time to plan your goals. Start with one goal and visualize it, write it down, and act on it. As I always say, "If you don’t invest the time to set goals then someone else will do it for you. And I guarantee you won’t like their goals." Invest the time, start today!

Want to learn create goals to achieve more? Our Achieve Your Dreams Now! Teleclass, Team Building, Life After Downsizing, Time Management Techniques for Success, and How to Give Powerful Presentations programs can help you achieve more in life. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

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Ed Sykes is a professional speaker published in the areas of leadership, change management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at www.thesykesgrp.com.

Five Instant Ways to Reduce Environmental Stress - Part Two

It’s time for part two of the series to reduce environmental stress in your life. In Five Ways to Reduce Environmental Stress - Part One, I shared with you five ways you can immediately reduce stress by controlling your environment. Now I will share five additional ways for you to make a difference in your life, be more relaxed and productive, and reduce stress.

The five ways are as follows:

1. Make the Air Play Fair
   Control the air humidity in your environment to a level that's comfortable for you. Too dry or very humid air can produce unpleasant environments. Air humidity can even produce various physical symptoms. Dehumidifiers can take control of the air quality to make rooms feel more livable. You can acquire these portable humidifiers from any department or discount store. Must sure you acquire one with a "quiet" button to reduce the noise when running. If needed, add a few plants to provide a bit of moisture.

2. Lose the Clutter
   Rid yourself of all the clutter that surrounds you. Improve your time management skills so that you can prioritize what "stuff" is important and what isn’t important. If you are not immediately working on an item, move it out of line of sight. Not only will your environment become more visually pleasing and relaxing, but you'll avoid the stress of constantly searching for important items among the excess.

3. Get Rid of Static noise
   Everyday we are experiencing "static" noise. Phones ringing, computers dinging, radios playing, TVs with "talking heads" playing, coworkers interrupting, etc., are all examples of static noises. These noises create stressors that impede our abilities to think and ultimately create work and life solutions. They also can take their toll over time on our moods and energy. Do what you can to reduce background and unwanted noise. Turn off radios and TVs when not using them with purpose. Reduce or turn off all computer noises if they are not necessary. Use noise reduction materials such as partitions, curtains, etc., to quiet your environment. When you can, take a "silence is golden" break in a quiet room to recharge your emotional and mental batteries.

4. Make Your Workspace Work for You
   Use good ergonomic techniques in your workplace to reduce the risk of repetitive strain injury, eye strain, back pain, and other uncomfortable symptoms. Pay particular attention to your stair, desk, and computer setup since most likely you will be using these items the most. The correct setup of these items will save you years of wrist, elbow, back, and eye pain and strain.

5. Create an Empowerment Zone
   Create at work or at home a retreat for yourself to reenergize yourself both mentally and emotionally. Not having space for this zone is not an excuse. It can be a private room or your favorite chair or desk. Include items such as plants, books, relaxing music, and pictures to create an environment of peace. Use this area to think and visualize the positive things in your life. You might want to think of future situations in your life and how you will master them for your benefit. Use this area for carrying out important tasks whenever possible.

Go apply these techniques today! Apply what works for you and reduce your environmental stress.

Click on the "comment" link below and share your thoughts with us.

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Ed Sykes is a professional speaker published in the areas of leadership, change management, stress management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at

Check Yourself for Outstanding Customer Service

Recently, a business associate, Mike, mentioned that he was doing a show at a local university and stopped by the faculty dining hall to get lunch. He said that, while waiting on line, the service was poor. The line moved slowly, the counterperson was disinterested in what she was doing…and it showed. It was not a pleasant customer experience.

It was Mike’s turn to order and the counterperson continued to show her disinterest…no eye contact, moving like it pained her, and no enthusiasm in her voice. Then when she finally looked up to give Mike his food, she noticed his nametag with his name and company. She realized that Mike worked for a bank where she just opened an account. Well, she turned into another person. She was excited when telling Mike about her excellent experience at his bank. In an instant she was vibrant, alert, smiling, and alive!

The question is, "Why couldn’t she behave that way whenever she interacts with a customer?" We can ask this question whenever we interact with people in customer service situations. In many situations, the persons serving us act like they are auditioning for the role of a zombie in the movie, "Dawn of the Dead." Whereas they can use less energy being lively and produce a great experience for everyone involved.

The reason this happens is because the customer service persons do not "check themselves" for outstanding customer service. When you "check yourself" before serving the customer, you prep yourself to give your best for the customer. When you "check yourself," you are prepared for any customer service situation. When you "check yourself," you make the situation positive for the customer and yourself.

The following are three ways to "check yourself" to give outstanding customer service:

1. Check your Attitude
   Make your attitude say, "I can help you today." This means that you want to help, you want to take responsibility for the solution, and you are proactive in creating solutions for the customer. Make sure your attitude is positive for outstanding results. Keep a mirror by your desk and look into the mirror before you start a customer transaction and say the following:

• “I will help someone today."
• “I have a great attitude."
• “I am solution-oriented."
• “I will make a difference today."

2. Check your Body Language
   Make your body language show that you are eager to listen to the customer. This means standing or sitting erectly if communicating face-to-face. Sitting erect in your seat is especially important when communicating over the telephone because the customer can "hear" your apathy over the phone. Check yourself to make sure you are smiling. Check yourself to make sure your body language is showing that you want to listen. This means direct eye contact, arms uncrossed, a slight nod of acknowledgment, and, most importantly, your body facing the customer to show that you are completely "engaged" in the conversation.

3. Check your Voice
   Make sure your voice is energized and positive. This means that you do not sound monotone and your voice has vocal variety (see my article “Cat in the Hat”). Check your voice to make sure your have a lively pace without cutting off the customers before they finish their thoughts.

By just applying these three techniques, you will produce happy customers and make your job as a customer service expert so much easier.

Click on the "comment" link below and share your thoughts with us.

Want to learn how to provide outstanding customer service? Our Outstanding Customer Service, Master Your Attitude, Assertive Communication, Conflict Management, How to Deal with Difficult People, and How to Handle Workplace Stress and Master Your Life programs can help you lead others to the next level. Just click here to find out how. Also read our articles on motivation, goal setting, etc. Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com

How to Set Boundaries and Say No

We are constantly bombarded daily with requests for our time. While helping others can be very rewarding, at the same time we can feel distraught about constantly obligating ourselves to others while not fulfilling our own needs. We can feel distressed about constant commitments to do things we simply don’t have the time, energy or desire to do.

At times, we may immediately feel the urge to say no, but instead lose our courage, and concede yet again. The question is why? Is it because:

• You fear you won’t be liked or feel a strong need to please everyone

• You have to always keep the calendar full so you feel needed and important

• You undervalue the need for down time and forget simply not wanting to do anything is a legitimate reason to say no

• You would rather not deal with the consequences of saying no and all the feelings that come with it.

Setting boundaries and saying no is taking personal responsibility for your well-being. This requires you to clearly speak up, and specifically ask for what you want. Your decision to say no to requests from family, friends, and co-workers doesn’t have to be filled with feelings of uneasiness and guilt. It fact, it’s important you remember the decision to say no is strictly a personal choice – yours!

Whether at work, with family, or friends, you can say no with diplomacy, tact, and respect. Here some ways you can embrace your personal power and assert your right to say no.

Be sure you have all the facts
Before making a commitment, be sure you have a complete understanding of exactly what’s being asked of you. You may feel confused because you just don’t have enough information to make a decision. You have the right to ask as many questions as necessary.

Ask yourself "Is this a unreasonable request?"
When someone makes a request, he or she is usually tuned into "WIIFM" (What’s In It For Me). People are not necessarily concerned with whether or not a request is in your best interest. If you feel hesitant, trapped or otherwise uncomfortable – go with your gut and say no. These uneasy feelings probably indicate saying yes isn’t best.

Take Your Time
There is no law that says you have to immediately obligate yourself to someone when asked. Take your time before you make a final decision. Simply say "I need time to think about this. I’ll get back to you."

Set goals
Setting your goals will make it easier to say no. Establishing priorities makes it easy to decide how much time you can devote to others without sacrificing your own needs. You will be more comfortable declining requests that conflict with your priorities.

Speak up - without excuses or apologies
When you have all the facts and decide say no, say no calmly and firmly. An assertive tone of voice, body language, and eye contact lets others know you are serious and definite in your decision.

Don’t be meek. Say no directly without excuses. Excuses make you appear as if you aren’t in control of your decisions. If you say "I’m sorry but…" this only weakens your stand. If you have decided saying yes is not in your best interest, no apology is necessary.

What if they won’t take no for an answer?
If someone won’t take no for an answer, repeat your position. Maintain your stand and don’t allow yourself to be manipulated or strong armed. No means no and you have the right to stand by your choice.

Feel good about your decision to say no
Feel calm, confident, and comfortable with your decision to say no. Be secure knowing it’s enough to say no simply because you just don’t want to.

Remember, learn how to say no is a win-win situation for everyone.

Click on the "comment" link below and share your thoughts with us.

To learn how to "Set Boundaries and Say No" go the following links:

• Fall into Success 2004 Empowerment Workshop Series

• How to Master Challenging People in Difficult Situations

• Assertive Communication Skills Workshop

Call us at 757-427-7032 or e-mail us at info@thesykesgrp.com.

Joy Fisher-Sykes is a professional speaker published in the areas of communication, time management, and teamwork. She works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email her at jfsykes@thesykesgrp.com, call her at (757) 427-7032 or visit her Web site at www.thesykesgrp.com

Publishing Guidelines: You are welcome to publish the following articles and newsletters in its entirety, electronically, or in print free of charge, as long as you include our full signature file at the end of each article for ezines, and my Web site address in hyperlink for other sites. Please send a courtesy link or email where you publish to info@thesykesgrp.com.

The Greatest Gift of All – The Gift of Empowerment

During the year, a variety of celebrations – birthdays, holidays, and other special occasions – call for a gift of some kind. We sometimes work ourselves into a frenzy trying to come up with the "perfect gift." The "perfect gift" is one that doesn’t wind up in the bottom of a drawer or a gift receipt because no one in his/her right mind would return it (after all it’s perfect.) Or have you ever received a gift and couldn’t wait for the return counter to open?

Why not invest in a gift that has staying power – the gift of empowerment. The gift of empowerment is a gift that keeps on giving, enabling one to enhance and further his or her personal development and achievement. An empowering gift is one that keeps on giving the whole year through and, if we’re lucky, beyond.

Here are three empowering gift ideas:

The Gift of Change 

• Enjoy cuisine of a culture other than your own. Learn about a culture other than your own. Learn the customs and the cuisine, or purchase a piece of clothing which can provide insight and an appreciation of others.

• Realize no one is perfect. Don’t beat yourself up about the past - remember the past doesn’t define your future – only you can do that. See and accept only positive people and thoughts in your life.

• Change someone’s life for the better; do a good deed. A good deed has multiple payoffs for everyone. You can make life a little easier or enable others to accomplish something they may not have been able to on their own. The size of a good deed is not of importance – only that you did something for someone else. The payoff for you – as the commercial says, "priceless."

The Gift of Knowledge
 

• Expand your knowledge with books. Seeking new information expands our mind and can develop our spirit. No time to read you say, books on tape (especially motivational tapes) are a great way to squeeze in learning during the vast amount of time we spend commuting, walking on the treadmill, or waiting at a doctor’s office.

• Take a class at an adult learning center or community college. This inexpensive option allows you to further your knowledge and increase your potential.

• Join Toastmasters! It’s not just for public speakers. This dynamic international organization empowers you to increase your communication and leadership skills in a supportive environment. This is a must for anyone who interacts with people – ever!

• Subscribe to a newspaper or magazine subscription such as a health, finance, or major newspaper. Why not better your well-being, develop your financial portfolio or learn more about current events that affect your life.

The Gift of Goal Setting 

• Set your first goal ((Click here for additional goal setting articles and learning tools) – you will make time for self. Even fifteen minutes alone, in the bathtub or shower, can provide you with the time you need to just think and find yourself. Finding yourself means determining what do you want and what you need. Who else knows you better and who else can give you what you need. Help someone else find time - barter or give the gift of time via babysitting or cooking a meal for another family (now they will have more time for themselves, too).

• Commit to a healthful lifestyle. Diets are great for short term gain but often fail because they are so difficult to stick with. Improve your health with a subscription to a health magazine, buy or rent a video/DVD, join a gym or recreation center, or purchase a piece of gym equipment. Remember it can only work if you take action!

• Set financial goals – financial freedom is a worthwhile goal that can be achieved with knowledge, planning and commitment. Whenever you find yourself in a buying situation, ask yourself “Do I want this item or do I need this item?” I find this a big help when deciding to make a purchase and not be a slave to credit card payments. Also, pay by cash and not by credit card. Start now!

• De-clutter and organize. That mess can make you feel overwhelmed, confused, and stressed. Less truly is more. Commit to keeping only what brings you pleasure, love, or need. Organize your home and office to enable you to find what’s there. This in turn will save you time and money because you won’t be going out all the time to buy what you already have.

I encourage you to start today - share any or all of these gifts with yourself, family, friends, or colleagues. Remember, the greatest gift of all is the gift that keeps on giving – the gift is empowerment!

Click on the "comment" link below and share your thoughts with us.

Joy Fisher-Sykes is a professional speaker published in the areas of communication, time management, and teamwork. She works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email her at jfsykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at www.thesykesgrp.com

Publishing Guidelines: You are welcome to publish the following articles and newsletters in its entirety, electronically, or in print free of charge, as long as you include our full signature file at the end of each article for ezines, and my Web site address in hyperlink for other sites. Please send a courtesy link or email where you publish to info@thesykesgrp.com.

Podium or Lectern?

Is he speaking at a podium or a lectern? How many times, especially during this election season, have you heard the following:

Well the answer to the above question is...lectern.

Podium is one of the most misused words in the media and most anywhere else. Time and time again I speak at conferences and the lectern is always called the podium. You saw the debates and since again the newscasters referred to the lectern as a podium.

Now, I too once was one of those people. I thought the lectern was called a podium until a good friend of my, Judy Paschall, explained that I was incorrect.

I since learned that podium, according to the Oxford Dictionary, is "a small platform on which a person may stand to be seen by an audience." Its origin comes from the Greek word podion, which means ‘little foot’. The Cambridge Dictionary states that podium is "a raised area on which a person stands to speak to a large number of people, to conduct music, or to receive a prize in a sports competition."

A lectern, according to the Oxford Dictionary, is "a tall stand with a sloping top from which a speaker can read while standing up." It comes from the Medieval Latin lctrnum, from Late Latin lctrum, from Latin lctus, past participle of legere, which means to read.

So let's take a look at what this gentleman is doing. He is doing the following:

I am sure this bit of knowledge will make a difference in your life. Now you know more than Dan Rather, Peter Jennings, Larry King, and all the other media personalities combined.

Click on the "comment" link below and share your thoughts with us.

Ed Sykes is a professional speaker published in the areas of leadership, change management, customer service and teamwork. He works with business and government organizations who want to reach the next level of success and individuals who want to perform at their best. You can email him at esykes@thesykesgrp.com, call him at (757) 427-7032 or visit his Web site at www.thesykesgrp.com.

Publishing Guidelines: You are welcome to publish the following articles and newsletters in its entirety, electronically, or in print free of charge, as long as you include our full signature file at the end of each article for ezines, and my Web site address in hyperlink for other sites. Please send a courtesy link or email where yo