Roller Coaster

Seoul Land Amusement Park in the Seoul Grand Park.

Riding Lifes Journey

Where does one come out in the end once change begins? Are you looking for a final answer, the prize or the brass ring? You've smiled at someone, allowed a yielding car into line and told someone what a great job they've done. Now you are thinking, here come the rewards. Just sit back and let it all flow to me.

I certainly wish it were so. It doesn't end until life ends...you will constantly be striving to live a great and positive life. And as you do, good things will happen to you. Of course it won't be like winning the lottery. Then again, there might be one or two of you that actually do win the lottery. But a windfall as such doesn't guarantee happiness.

So you keep moving forward, doing those things that I talk about. It can be a Roller Coaster ride but it is a lot more fun then a Merry-Go-Round. Instead of simply going round and round, think about the ups and downs and twists and turns. Heart thumping thrills and unexpected excitement every bit of the way.

Expect that it won't be easy all of the time, expect that with every low comes a new high. It isn't to say that you suffer emotional extremes, but understand that life will throw you curves. (see how I moved from an amusement park theme to a sports theme) Enjoy it and as I've stated before this way of life will become second nature. Have a great time with your life.

Maybe Change Jobs

There are those of you looking to change careers to better your condition. A change in attitude helps but you may say...a new environment, a new place to spread my wings. Are you ready for that kind of change?

In her book, "Radical Careering: 100 Truths to Jumpstart Your Job, Your Career, and Your Life", Sally Hogshead digs into ways which will help you make that jump. She speaks of several things but a few of the '100 radical truths' that ring home with me are;

- Being in a crap job isn’t your fault, but staying in a crap job is

How true this is. I hear people from time to time in my own business of how much they dislike what they do. Or just how bad the job is that they must perform. I happen to love my job and what I do so it is difficult to understand at times. But my first response to them is, 'then why not do something else?' No one is keeping you here, it isn't some external force that says you must work here. It is letting yourself blame others for your condition that is keeping you in that horrible, depressing job. Take responsibility and make a change.

- Mistakes are tuition

I have made so many in life that a whole series of college courses could be put together. But I'm not alone in this...everyone makes mistakes. I expect that mistakes will be made and lessons learned from them. It isn't that I am happy that mistakes were made nor do I purposely allow them to happen. But I do acknowledge that they will happen. Take time to be irritated with yourself in acknowledging a mistake, then move on...remember...SUMO from earlier articles.

- Make your memoirs worth reading

This is what everyone down deep has in them. How will I be able to look back over my life. How will others look back over my life. You may state that you don't really care..and there are those like that...but then again those folks wouldn't be reading my words. Make it a story to be proud of, one that can give insight to others to guide them, to offer inspiration to others, to simply be able to look back with no regrets that you didn't try harder to make the world a little bit better place to live in.

Thomas Jefferson Always Knew

Third President:
1801-1809

Born:
April 13, 1743 in Albermarle County, Virginia

Died:
July 4, 1826 in Monticello in Virginia

Married to Martha Wayles Skelton Jefferson



Go to http://www.whitehouse.gov/history/presidents/ if you would like more Presidential information.

"I am a great believer in luck, and I find the harder I work the more I have of it." --Thomas Jefferson (1743 - 1826)

Who Is Guarding Your Home

Some folks have a dog to protect their home. Others have a golden guard. Actually this photo was taken at the Royal Palace grounds in Bangkok. I thought I'd share it with you as a change of pace. Even this guy looks happy enough.

Live On The New Oil Of Life

Are you stuck in an old way of doing things? Are you convinced that things are moving along just fine, no need to change your attitude?

I listened to a speaker last night talk of change, stepping out and leadership. What I came away with was that many of us cruise along in life. A manner in which we feel that nothing needs to be done, leave things as they are for I am content. But to move ahead in life, to better your own life and effect change in others - you have to change.

From hearing what he had to say, I came up with the following belief. "We can live on the old oil of life, but our lives will be much better if we change and live on the new oil of life." The old can sustain your life for varying lengths of time. But eventually it slows you and causes more wear. With the new it invigorates and brings renewed positive changes into your life.

But how do you change your oil of life? For me, creating this blog was my first step in moving to do something. Expressing a belief in words was another change. The potential to do both is in everyone. You may not know what it is you want to do. My suggestion is to just move, do anything, make any change. It will come to you but standing still gets you nowhere.

Make a move to change and see that it makes a change in your life.

Defeat The Negative

You may be seeing that the theme of attitude matters in our daily lives. Without even trying, you can effect those around you. While at work, taking the high road and conducting yourself in a positive manner will eventually effect those around you. Should you be one that is always talking down your condition in life will take its toll on others.

This may sound like it goes against what I said in an earlier article that no one can dictate your attitude. What it means is that you can effect others...it is up to those individuals to change their own behaviour. But even for yourself, constantly being in a negative environment will alter the way your attitude changes in subtle and destructive ways.

So as a person that wants the best in life for you, your family and those around you...be aware of negative environments. Try to remove yourself from those conditions if possible. But know that you can effect change as well within negative environments by being positive. In the workplace, be the one to lead change, to lead others to a better life.

But wait...I don't want to carry that weight of responsibility! You're not carrying it, no one is holding you responsible for changing others. What you are responsible for is yourself. If you carry yourself out of the negative, others will follow in due time. And those that don't follow, then it becomes their loss. Do not allow them to drag you back into their condition.

"Never talk defeat. Use words like hope, belief, faith, victory." - Norman Vincent Peale

Attitude by Maxwell

Attitude...
It is the "advance man" of our true selves.
Its roots are inward but its fruit is outward.
It is our best friend or our worst enemy.
It is more honest and more consistent than our words.
It is an outward look based on past experiences.
It is a thing which draws people to us or repels them.
It is never content until it is expressed.
It is the librarian of our past.
It is the speaker of our present.
It is the prophet of our future.
- John C. Maxwell

Let your attitude guide you to a better life.

Keeping The Brave Face

When times get tough within a company, the rhetoric about the importance of customer service heats up. Companies know that their business depends upon keeping their customers from fleeing to others. It is with that in mind that the buzz words and articles that company officials will start trumpeting to anyone that will listen.

This becomes a tough situation for both employers and employees to work through. When times are good, companies will do what they can to keep customer service a top priority. But it is during those times with expanding labor rolls that not everyone has the same level of commitment to customer service.

So whether business is good or in a down period, you as an employee have to work at keeping your attitude positive. Employers have to keep an atmosphere that enables personnel to excel at this. As humans we tend to put off doing so until it becomes much too late in the game. It is now that you need to take action.

Times are bad at your company...what do you do? Put on the brave face and keep plugging along, keeping your head low hoping to make it through the next round of cuts. That's it, blend in and hope no one takes notice. And the employers...speak loudly about the importance of customer service and how customers are number one. Things will quietly spin in an ever downward spiral until a buyout or shutdown occurs.

Take a bold step, do something different and be the one to stand up. Work to bring customer service to reality, be vocal to others around you. Don't be another of the water cooler complainers whining about how the boss isn't doing enough for you. Be a part of the solution and lift others around you. As an employer, if you state customer service is important then you should be providing your employees the ability to provide that level of service. Don't just state the importance and demand it of emloyees.

What I'm getting at is that all parties involved (employees and employers) have a stake in this. Whether business is good or declining, it takes more then saying the words. It takes stepping out boldly and doing something. Lifting yourself, others around you - your customers will notice the difference between a positive attitude and 'putting on a brave face'.

On The Road Home

Well - I'm traveling home over today and tomorrow so I'll miss an article or two. Coming home is always a great thing but what makes the travel easier to bare is good customer service. Surprisingly it does not take a whole lot to make it easier either.

A hotel employee remembering your name, the airport ticket counter being quick and friendly and an airport lounge to relax in making the stress of travel easier. I've had those times where a ticket counter employee just couldn't seem to be pleasant at all. It is those times when you have to convince yourself to be the bigger person and smile. Getting angry just doesn't solve anything, raises tension in yourself, the other person and those around you.

But when I encounter the good customer service, the quick customer service and the 'doing just a bit more for you' customer service...then those people have made a difference. Airlines are having a tough thing going right now and it will be interesting to see if customer service is effected.

In one particular airline magazine for a major airline based out of Atlanta that recently entered bankruptcy - no names but you probably know - they are talking now two months running about how important customer service is. This tells me they are concerned that it could become an issue and their employees are going to be struggling to maintain a positive attitude.

It will take a lot of hard work and convincing by this company to keep the employees in a good frame of mind. But each of the individual employees have to take on the task as well. As an individual, you need to assume the responsibility of maintaining your own attitude. As an employer, you need to foster an environment in which individuals can achieve that attitude.

I hope the best for this company and more so for the employees of that company. I went through a situation of downsizing at a company before being bought out. People that I knew lost their job...but those that were able to remain, including myself had to work through the negative feelings and keep a good attitude. Not only for customers, but for our families, friends and ourselves.

Work through it folks as only you can. Keep up the the great attitude and I'll pass it along as well when I pass through the airports in my travels. See you in a couple of days.

Moving Yourself To Do Something

Just to prove that I do possess a sense of humor - when considering everything I'm talking about, you have to keep it in perspective. Many times I refer to making a change or getting up and just starting. But people do procrastinate and I'm one to do it as well. But before talking on why we procrastinate I thought I'd share the above with you. It comes from one of my favorite sites where motivation can actually be accomplished by demotivating humorously. Reminds me of the 'reverse psychology' each of us has tried on our kids! (www.despair.com)

So why do we procrastinate then? In Paul McGee's book S.U.M.O - he offers up five reasons for doing so. Those reasons are;

1. Avoiding Discomfort - if it doesn't feel good, don't do it.

2. Emotional Barriers - when you remain a prisoner to your emotions, you may never know the freedom of success.

3. Fear of Failure - failure isn't fatal until you stop trying.

4. Complacency - wake up and smell the coffee, life at its longest is still fairly short.

5. Action Illusion - when all is said and done, more is said than done.

He also offers a way to conquer procrastination and this is going to sound earth shattering - "...just start it. That's right, just do something. Do not worry about completing the task or how much time it will take to finish - just start it."

In my own personal life, this is how I battle it as well. I just get up and start doing something. We expend so much energy on convincing ourselves why not to do it. Simply turn that energy into doing something, anything and you'll start a change in your life. Go ahead and don't "despair", enjoy the road of accomplishment...but you first have to get up, point yourself down a road and start moving.

Leading The Way

In many of my articles, I speak about you making the change. Of you changing your attitudes which then makes you a defacto leader of the charge to greater customer service. Or simply a charge to a better life.

In an article titled "The American Salesman" - 9/2/2005(C) 2005 ProQuest Information and Learning Company; Barnett Helzberg, Jr. - he states, "...Everything you do communicates. You always set an example, either positively or negatively. If your goal is to develop, or upgrade, your business culture to reflect great customer service, you will need to exercise the kind of leadership that involves every one of your associates, whether or not they deal directly with external customers." He also says, "simply put, an attitude of "Do what I tell you, not what I do," will guarantee failure."

So if you want to make a change for the better in your business, in your relationships, within your family and within your own personal life, lead the change and lead by example. As I've said in previous articles and Mr. Helzberg says, "...the lesson? Find every opportunity to show your customers you want to take care of them. Thank your customers for taking the time to complain. Resolve problems with joy. Make your customers feel special. Create an atmosphere of fun. Provide great service and you will own your customers. It's that simple."

Lead the way for "you are not only good yourself, but the cause of goodness in others." (Socrates)

Would You Ever See This

This is my second time in Thailand and when travelling, I try to see subtle differences in how people conduct themselves. The Thai people are very friendly and in many situations they express gratitude for serving you by use of a custom of greeting called "Wai". This custom is performed by placing one's hands together with all fingers pointing straightforward, raising them up to about chest level and bowing one's head down towards them at the same time.

While performing a "Wai", the individual says "Sawasdee" ("Good morning" or "Good evening"). This shows respect, humbleness and friendliness to each other, especially to the elders. Apart from being used for greeting, it is also performed to express thankfulness or the equivalent to an English word "Thank you".

It can become overwhelming at times since many Thai perform this for most everything you encounter. And I thought to myself, could this happen in the U.S. or Europe? Certainly it isn't in our culture to do so. But it is within our culture to simply be polite, humble and thankful to people we encounter. Being confident in yourself will give you the ability to do it. Can you imagine how much easier life would be if more of us conducted business this way.

I'm not talking about 'blue skies' and 'touchy feely' things here. I'm talking about knowing that you can effect change in people by your actions. It will be a greater experience for you and those around you. It will result in more satisfied customers. It will result in repeat business. It will result in greater personal growth.

So thank you - I appreciate you reading my thoughts and beliefs. I appreciate your comments and do hope you are gaining something from this.

Are You Or Your Employees Aware

"Until you make peace with who you are, you'll never be content with what you have." - Doris Mortman, Simple Abundance: A Daybook of Comfort and Joy by Sarah Ban Breathnach.

So just how are you conducting yourself in the workplace? Are you happy with who you are and your circumstances? Does this spill over into your job and the way you conduct yourself. There was a great article in USA Today called "Getting bad reception?" (Kim Painter. USA TODAY. McLean, Va.: Oct 3, 2005. pg. D.6) in which she speaks about customer dissatisfaction with people behind the desk.

A couple of things pointed out were one, receptionists who don't look at the patients standing before them. Basically ignoring them while they stay glued to the computer screen or talk amongst themselves behind the desk. Secondly staff personnel making off-hand remarks either about other patients or the workplace.

Both of the above can be very detrimental to your business and shows poorly of yourself if you are the one doing so. First and foremost...customers are there for a reason, to give you or your company their business. If you are an employee, this translates into a bottom-line view of, more business, the company makes money, you get to stay employed or as an employer you get to keep your business open.

If you have a staffer at your front desk failing to acknowledge a customer right away, you have problems. It is very true that if you provide good service to someone and they will tell one other person. But provide bad service to someone and they will tell ten other people. What you need to do (for yourself or that employee) is to find out first if it is happening. Then find out what the issue is behind it.

As the quote states, unless you are at peace with yourself, you'll never be content. Could be that the person is not satisfied with the job or simply isn't the right person for that position. But you could impact that person. Help them or yourself to change attitudes.

I see these types of folks in my own company and the thing I try to do is give encouragement to change. Talking about the positive things, offering alternatives to whatever condition exists and not getting drawn down into the depths with them. A quote by Dilbert that I modified states, "Never argue with an negative person. They drag you down to their level then beat you with experience."

Be a lifting person, help them change their world.

Thai Architecture

Here is a quick photo of some of the architecture in Thailand courtesy of the Tours Gallery - www.toursgallery.com. I'll update the site once I get to my destination.

Don't Go Away - Just Smile

I'm traveling to Bangkok this week to present at a conference of service professionals. So I might be a bit late in posting over the next few days. I always enjoy the diversity of presenting in different geographies as the type and level of customer service can vary. What may be deemed good service in Thailand would be considered over the top in Ireland.

The people all vary of course as you can imagine. But in the bigger picture, everyone really remains the same. They get up in the morning and get the kids ready for school, fight traffic getting into work and labor through the day earning their living. They make their way home in the evening to make supper, relax a bit and maybe a school or church function to attend. It is then off to bed to try and get enough sleep to do it all over again the next day.

Having a positive attitude and bringing a smile to others does cross international borders and languages. It is amazing how a smile to someone can light up their day. Combining confidence in oneself and a simple kind gesture can make a change in your work life, in your family life and in your everyday life.

So "kor hai chok dee" (good luck) with your smile and pass it on.

Rockefeller Center

Another story in confidence - John D. Rockefeller, who in spite of the Great Depression managed to build this huge office complex while others predicted his failure.
He had confidence when others didn't believe.

http://www.glasssteelandstone.com/US/NY/NewYorkRockefellerCenter.html

It Is In You

"If you have no confidence in self, you are twice defeated in the race of life. With confidence, you have won even before you have started." - Marcus Tullius Cicero (Ancient Roman Lawyer, Writer, Scholar, Orator and Statesman, 106 BC-43 BC)

To make change in your life and impact others, you need to have confidence in yourself. There can be no lasting improvement in attitude or ability without it. To have it will give you the power to make changes and impact others.

It is a matter of believing in yourself...in trusting yourself...in being that person you want to be. Without confidence, there is a part of you that will not be able to change lives, including yourself. This confidence is within everyone, me, you and those people you interact with on a daily basis.

Take a moment and believe in yourself. Let those issues that are holding you back go and grab onto a belief in you. There are going to be failures but without failures success will never occur. An example is a very dear woman I know. She felt that her ability to speak in front of others was simply not hers to have. It was a piece of confidence that was missing.

But there were others in her life that gave her support, gave her belief in herself, kept her believing in herself. What did it accomplish? It was confidence she finally saw in herself. She has had very successful presentations, speaking in front of varied groups. But the confidence that builds in a person will persevere. That confidence in turn will flow from her (or yourself) in helping others. Do those things in life to build your confidence in you and in others.

Change The World Every Day

An article appeared in the Omaha World Herald this weekend about a gathering of business students at the Lied Center on the University of Nebraska Lincoln campus. They listened to Warren Buffett and Bill Gates speak more about human values then about money.

(see http://www.omaha.com/index.php?u_pg=46&u_sid=2033024&u_rnd=2006845 - Common Interests Connect)

Mr. Buffett is quoted as saying, "you're changing the world everyday." This in response to a question about how an individual could make the world a better place and not be discouraged by the size of the task (as noted in the article). What his meaning is that you can effect change on a daily basis. All of the little things you do will add up in life. Your behavior dictates and sets off a chain reaction of other reactions and possibilities.

In the work place, this can have a broadening impact on both the work place environment and in keeping and improving customer relations. In a small company these little things can impact or be seen fairly quickly. In a large corporation, as Mr. Buffett indicates, "..no corporation can ensure that all its employees act properly all the time. Somebody's always doing something wrong."

As an employee, you can see things within your sphere of influence and effect change simply by altering your behavior. By improving your attitude and passing that along both to your customers and to other employees. It doesn't take a large amount of money, you don't have to be a famous person and you don't have to be perfect. You simply need to have the will to change your own attitude and then pass it along to others. Not preaching and I repeat, not preaching to others...but by your actions, by your behaviors.

One of my early articles stated, '"Watch your thoughts; they become words. Watch your words; they become actions. Watch your actions; they become habits. Watch your habits; they become character. Watch your character; it becomes your destiny."

Dare to bring something new into your world and see if it doesn't change things.