Remember When Giving Thanks

As this is a short week for most of us I will keep my comments brief as well.

We all know that the meaning of Thanksgiving is to pause and give thanks for our many blessings in life. But let’s not forget some things we need to be thankful for that allow us the privilege of celebrating Thanksgiving.

We all will be thankful for the loved ones in our lives and around our tables, but what about the extended family members who are not around our tables? In today’s world we have more blended families. Some friends may be with us that are more like family than some that are our own flesh and blood. We have to learn to follow the examples put forth to us and forgive those that we feel have wronged us in some way. For that is how we can really understand the meaning of the holiday seasons we are approaching.

I was brought up in a non-denominational church as a child and even though I am many years from those teachings the lessons I learned is the foundation of who I am today. I may not agree with everyone’s differing viewpoints but I can be thankful I live in a country where they are allowed to have those different viewpoints and we are still equal.

I have yet to meet anyone from a different background that did not bleed blood as red as the blood in my body. So I urge you to remember we are all God’s Creations and give thanks for the differences, for what a boring place this world would be if we were all the same and thought or looked alike.

We must also remember that from the beginning of this country people have defended our rights to live free and equal and continue to do so today. All different types of people have stood up for those rights and some have given the ultimate sacrifice.

So I urge you to start at the top, Thank God for everything he has done in our lives, remember the ones that are not with us as we stop to give thanks. Ones who are not able to join us, ones that we have lost contact with for whatever reason, the ones that stand for us and make sure we can sit and give thanks living and past.

And I will be thankful as well to those of you who have taken the time to read the ramblings of a thankful American.

 As always I have found something to make you wonder about the writer…….A Thanksgiving Poem:

 "May your stuffing be tasty May your turkey plump, May your potatoes and gravy have nary a lump. May your yams be delicious and your pies take the prize, and may your Thanksgiving dinner stay off your thighs!" - Anonymous

Do You Communicate Like a Horse?

I have been in the service field in one form or another for my entire working life. I have worked with good managers, bad managers and learned from both.

I have also had the fortunate opportunity to be around horses for most of my life as well. It amazes me that people can’t communicate as well as horses.

If you have spent any time around these wonderful animals you understand what I mean. Horses have a silent language that if you pay attention you can learn what they are saying to one another with their ears, heads, nose, eyes and tails. Most verbal communication is for long distance communicating when it comes to horses.

Recently I was visiting my sister’s house Anna, after a short trip out of town. Prior to my trip I had been living there and was more than willing to tend to the horses to help out. So the horses knew me well, with my favorite, a Standard bred former harness race horse Zorro, picking me as his favorite as well.

The afternoon I arrived my Brother-In-Law Ken and I were sitting on the porch having a conversation. A short time passed when we heard a loud “Neigh” came from down at the barn. We continued talking and a few minutes went by when it happened again. The third call from the barn brought us both to attention. Ken stated “I better go check on them, some things not right for one of them to be calling 3 times like that.” I said I would go because it most likely was just Zorro calling for me since I had not been down to see him yet. Ken laughed and said, you think so? As I walked down to the barn sure enough there was Zorro standing at the gate and when he saw me he let out another loud neigh! He had heard me talking and was calling to me to come see him. He also knew I would provide a treat once I got there.

Horses blow into each other’s nose to exchange their scent as well as greet one another. Watch a horse’s ears, eyes, head, tail and neck and you will see a simple greeting, happiness, trust, distrust, fear, boredom, as well as alarm.

Sadly some of us need to learn to communicate as well as horses. But we need to do it with words. Everyone has heard the phrase, “don’t assume, because when you assume……” Communication doesn’t start and stop with your customers it has to be a constant communication from you to your co-workers, as well as your customers.

If your customer details information to you about a project and you do not pass along the information to the service person that is sent to perform the work, how irritated will your customer be when the service person performs work that is not desired?  Do this enough times and you will no longer have that client I am sure.

Imagine you’re in a restaurant and the server comes to take your order but doesn’t pay attention when you tell them what you want. Then proceeds to guess what you asked for when the information is relayed to the kitchen staff. Are you going to say something when you get the wrong item? Of course, most of us would. I say most because I would guess a great deal of people have gotten the wrong order at a drive thru and not realized that you didn’t get what you asked for until you were miles down the road.

Communication entails three simple things to make sure you are getting your point across when you give information or obtain information from your client.

Maintain eye contact. It expresses that what the person is saying is important. If you’re the one speaking you can tell if the person you are talking to is taking it as seriously as you do.

Repeat word for word what the person has told you or have the person you’re talking to repeat it back to you.  

Rephrase what you were told as to the meaning you understood or explain what you are saying in other terms if the information if you are convening the information.

We can’t swish our tails or turn our ears to communicate like horses do but we can take the time to give clear communications to one another. I had an employer that liked to use the phrase “I’m checking in here with you, now what did I just say?” He liked when you would repeat back to him not word for word but the meaning of what he told you.  His way of making sure what he was expressing was what you understood. We can all do that with our clients, co-workers, and service personal and in the end we get the treat we are “neighing” to get.

Budds Creek, Maryland, has an antique law which prohibits horses from sleeping in a bathtub, unless the rider is also sleeping with the horse. 

Swing, but follow through!

Even though we all feel like we understand the art of customer service a good deal fall short in the follow through. If we were playing a round of golf and stopped our swing just after impact with the ball that game may break a record for most swings in a round of golf. A record I hold and best every time I play. When asked if I play golf I have one reply. Only for comic relief!

No I am not a golfer, but most everyone has played baseball or softball at some point in there life. Same principle applies here as well. If we imagine playing either game and we used a glass ball, would you swing as hard? Most likely not, most would close their eyes and swing gingerly fearing in moment of impact.

Why do we react the same way when it comes to customer service? The customer isn't going to explode when we contact them. A phone call, an e-mail or stopping by to see them is a wonderful follow through that drives the hit so much farther and makes a great impact with the your customer.

Some days we may not be at our best or having our best game, but in today's world of e-mail we can still drive the ball a great distance with a quick e-mail touching base with them. Notice the sports reference we use normally in conversations like this? "Touching base", as in "make sure you touch the bases as you run around the field". Cover all your bases is another reference we use that has a sports feel to it. Over the years we have linked business with sports, but it all starts to you getting up to bat.

You can't be a success if you have no follow through on your swing in sports or business. How many companies have you dealt with that have the motto, just give us your business one time, after that we could care less if we see you again. Or we are content being number 2, 3 or 4? Does that sound like companies we want to deal with? Not really, but no service after the sale is just like having that attitude.

If you were awarded a contract with a client and afterwards you didn't take the clients phone calls or respond to their e-mails, or visit them personally, how long before the new client you worked so hard to obtain would mail you  notice that they were terminating the contract? Most likely not very long.

This seems like an over simplified way of making a point to many, but I am amazed how often I see this attitude in the work place. You may excuse it as your to busy, I will get it tomorrow, but what if tomorrow is the day your new client cancels the contract?

The repeat customer is your best salesperson. And you don't have to pay them! In fact they pay you! But getting that repeat customer requires follow through. How busy would you be if you didn't have any customers? Still to busy to follow up? Make the time in your schedule to follow through on your swing.

On a personal note, I would like to thank all of you that replied to my last post, "The strongest person I know is 3 years old." I had the opportunity to spend some time with my family and with Ally as well over the weekend. We played and laughed Ally continued to soften my old heart when she crawled up in my lap placed her head on my chest and took a short nap. It was Ally's and her big sister's birthday party this weekend (3 and 5) and she had an exciting day.

In Washington State, you can't carry a concealed weapon that is over 6 feet in length. Just how tall are people in Washington State?

“The Strongest Person I Have Ever Know is 3 Years Old”

My blog is a little more personal this week than most, but if you will indulge me, it may bring a tear to your eyes.

Like most people I have seen things on television or on the internet of amazing feats of human strength.

It was not long ago that there was a video on the internet of a group of people that lifted a burning car off of a young man that had gotten pinned under the car after a collision between himself on his motorcycle and the car. Thankfully he survived, and it was amazing to watch the by-standers that stopped their cars and come together and lift the car off this young man.

We have heard stories for years about people exhibiting super human strength in situations that save the life of someone.

But have you ever know someone that was so strong mentally that their ability to deal with a difficult situation was breath taking? When you are faced with a difficult situation in your life or at work that this person is your inspiration to overcome whatever you are facing?

I am fortunate to not have one but 3 people in my life that are an inspiration to me to realize that anything I face in life is a temporary bump in the road not the mountain I would have considered it in the past.

The first two are my Niece and her husband, my Nephew. The reason is they face situations and what would knock most anyone else on their butts, through the grace of God they face it and deal with it taking it in stride.

The third person is their youngest daughter, Ally.  Ally is 3 years old, or will be in a few days. At the tender age of 6 months old Ally had surgery to remove a brain tumor. They were unable to get it all and it has left her legally blind and has a disorder called Diabetes Insipidus.

Despite all of this in her short 3 years she is the happiest person I know. My heart melted a couple weeks ago when I walked into their home and upon hearing my voice she knew who I was and asked me to “Sit on floor, Uncle D” so I could play with her.  I do not see her often enough as they live 3 hours from me, but my voice is one she knew. She melted it again when she said, “Uncle D, Loves Me?” I know I do not have to tell you what my reply was to her.

It is humbling to look on a little child such as Ally and realize I have no reason to complain about any ache or pain I have.

When I am facing a tough situation at work or in my personal life and I catch myself complaining I stop and think, is it really as bad as I am making it out to be? Or can I be as strong as a 3 year old here and deal with it?

I invite you to read her amazing story at http://www.caringbridge.org/visit/allymichellewilson.

If you’re as lucky as I am and get the blessing of hearing Ally laugh you will understand why even as touching this story is I will include my weekly strange law. I am sure I can hear her laughing, just not sure if she is laughing with me or at me. Either way I am good with it, Uncle D loves you Ally.

In South Dakota, No horses are allowed into Fountain Inn unless they are wearing pants. Great, can you find a Horse Tailor in the phone book for me?