Here's a Sampling of our Readers Favorite Columns!
The Man In The Glass
When you get what you want in your struggle for self,
And the world makes you KING for a day.
Just go to the mirror and look at yourself,
And see what THAT man has to say.
For it isn’t your father or mother or wife,
Whose judgment upon you must pass.
The fellow whose verdict counts most in your life,
Is the one staring back from the glass.
Some people might think you’re a straight shootin' chum,
and think you’re a wonderful guy.
But the man in the glass says you're only a bum,
If you can't look him straight in the eye.
He's the fellow to please, never mind all the rest,
For he's with you clear (up) to the end.
And you’ve passed your most dangerous, difficult test,
If the man in the glass is your friend.
You may fool the whole world down the pathway of years,
and get pats on the back as you pass.
But your final reward will be heartaches and tears,
If you’ve cheated the man in the glass.
-Author: Peter "Dale" Wimbrow Sr.
~1934~
BSU Broncos Regard Attitude as Key Component
I was blessed to have the opportunity to speak to the Boise State Bronco’s Football team Monday evening before they started their summer practices on Tuesday morning.
I shared my trademark, “I Get To!”tm theme with them. It’s a simple mental tool that helps us make a shift in perspective and attitude, allowing us to refocus on what matters most in our lives and living accordingly.
This is one of our most requested topics as well as one of my personal favorites! It’s the universal truth of how much life is affected by our attitude and perspective: whether it’s business, sports, relationships…everything in life!
Chuck Swindoll’s popular Attitude Quote includes the statement, “attitude can make or break a company, a church and a home…life is 10% what happens to me and 90% how I react to it.”
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Is “Drive-through Attitude” Sacrificing Customer Care?
Road rage and aggressive driving is just one area that is symptomatic of our high-stressed, high-strung society. Because most people are in the habit of running late rather than early, there is greater intolerance of anyone who “dare” slow them down or get in their way. As a result of this craziness, we, along with our loved ones are put into a higher risk for basic travel every day.
In addition, we live in an instant gratification society to the point that folks are not only highly impatient but also unrealistic about things. People demand quality – instantly. That isn’t possible and yet in some ways we’ve trained people to be unrealistic in their expectations. The key issue is keeping a balance.
All businesses need to be especially careful that the “drive-through” mentality in our society isn’t permeating their atmosphere; causing customers to feel like they’re being “drug-through or pushed-through” as apposed to being welcomed, served - needs met and appreciated. Too often we see “the need for speed” as sacrificing any possibility of good customer service.
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“Always… do more than is required of you”
Remember the term “bakers dozen”? It’s a simple, yet very affective concept to insure customers feel appreciated. It was started for the very reason mentioned, to make sure that people felt they were taken care of (not taken for granted) and appreciated for their patronage. Giving a customer the 12 items they paid for is to be expected, but the 13th, is a gift.
When we are warmly welcomed into any business and attended to in a positive manner, we have fond memories and are anxious to return. As humans we all want to repeat any positive experience as we all have the need to feel cared for and appreciated.
The French word Lagniappe (lan-yap) means “a little something extra or an unexpected gift.” In Listen Up, Customer Service by David Cottrell and Mark Layton talk about how years ago, Louisiana French storeowners used lagniappe as a reward to attract and keep customers. They knew the value of customer loyalty. “For example, if a customer ordered five pounds of sugar, the clerk would dish out five pounds on the scale and then, with a smile, add an additional measure and say “lagniappe”. That was the storeowners way of adding a little extra value and saying that your business was important.” This is a great example of how to under-promise and over-deliver.
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