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Letter From The Editor

Being Present to the Gold Around You

Dear Friends,

Watching news broadcasts of the devastation in Haiti, caused by a massive earthquake, has compelled people young and old into action collecting money and goods, and even going there in person to do what they can to help the millions of people who are still suffering. The outpouring of generosity and compassion for the people of that tiny island nation is phenomenal and very heartwarming to witness. And yet, it isn’t the only thing I’ve noticed people taking on in the wake of this tragedy.

As you watched video footage of the orphans living outdoors… the families huddled under nothing more than a sheet for protection … the hungry masses waiting for food… the critically injured with access to only the most basic of medical care (if that), what were you present to? Most people I’ve talked to about this say: Appreciation for the roof over their head, the love of their families, and the health that they have. But isn’t it a shame that it takes viewing such a horrible event to snap us back into appreciating and being present to what we have?

We all get so busy and caught up in our individual circumstances that we forget how great our lives really are and who we can be as contributors to those less fortunate! No, our lives aren’t what we might consider “perfect”, but given the perspective that a human tragedy the magnitude of the Haitian earthquake has brought to our eyes, can you really say that you don’t have it pretty darn good??!!

My intention is not to minimize anyone’s problems… my intention is not to make anyone feel bad for what they do have, but I do want all us to take time every day to hug our children a few seconds longer (and really feel the hug). I want us all to keep perspective on what’s really important – after all, money can’t hug us! I want us all to embrace the gold in our lives and stop complaining about what we don’t have.

Countries around the world have mobilized aid to Haiti – they are making plans to stabilize, educate, and help this impoverished country rebuild. And as we do, I think we need to take time and allow the people of Haiti to teach us something too. Scattered amongst the endless video of the tragedy were images of Haitian people singing, dancing, smiling, and giving thanks for what they have left in the world. It seems to me we could all learn from them a few things about living life to the fullest, appreciating what we have, and taking nothing for granted… I sure have!

Warm Regards,

Clay S. Nelson

Your Commitment—What’s in Your Way?

You see it right in front of you…it’s what you’ve always wanted. You know if you commit to having it, really commit, you can have it. Yet, you just stand there… something stops you from taking the action that you know will lead to what you want. Sound familiar?

What is it that keeps us from being in action—not taking the plunge—and ending up not getting what we want?

Fear is the primary culprit! And, to get what you say you want, you have to manage your fears, break through the barriers, and be unstoppable! There is a long list of fears—you may have one or more of them—fear of failure, fear of looking silly, fear of showing up incompetent, fear of rejection, fear of pain, fear of success, fear of poverty, fear of injury, and fear of the unknown—just to name a few.

So how can you break through your fears and be 1000% committed to getting what you say you want?

• Be clear. Know what it is you want and really, really want it.
• Put what you want into writing. A piece of paper, napkin, or a scrap of plywood will do. Writing down what you want forces you to put your wants into language. When you can speak what you want, you can teach it to your team and ask them to hold you accountable for getting what you say you want.
• Learn from others. Do you know someone who has already accomplished what you want to achieve? Take them out to lunch, ask them how they got there, and then listen! I don’t know of one successful person that doesn’t enjoy telling others what they had to overcome in order to get to where they are.
• Ask for help. Along the way, you won’t know how to do everything. No one does. And, that’s ok. So, ask for help. People are just waiting for the opportunity to support you.
• Be unstoppable. No matter what circumstances come your way, stay focused on what it is you want to achieve and adjust your plan for achieving it where necessary, but always keep the goal firmly in your sights.

So get going! Start that new business, go on that date, enroll in that school, or join that health club. And, remember to ask for and accept the help that comes your way. There is power and magic in real commitment. When you act on your commitment to something, you will notice that your reality begins to align with that commitment and supports it in ways you can’t even imagine!

Don’t forget to have fun along the way with your new adventure too. Roll with the unexpected and celebrate when you reach your goal! There may be some surprising turns along the way, but the important thing is that you are in action! After all, in the end it’s not really about the destination, anyway… it’s all about the trip!

So, what are YOU committed to? Complaining about the life you have or creating the life you want to have? It is your choice. Choose!

The Key to Great Customer Service

We’ve all experienced the maze of automated options when calling companies of all shapes and sizes, press 1 to reach this department, press 2 to reach another department and on and on and on. I’ve personally even been in a situation where I didn’t know what category my call fell into – and thus didn’t know which number to press – and the line simply went dead, no operator came on the line, no other options were given. So much for receiving great customer service!

Companies are working so hard to serve multitudes of people with fewer employees that their approval ratings in the customer service department is waning, and in the end their bottom-line will show it. So how do we solve this problem?

We have to put our human side back into communication everywhere and with everybody!

Good customer service is all about one human being effectively listening and communicating with another human being, and its value is obvious. When a customer feels as though their problems are being addressed in an effective manner, that what they say matters, they will return.

So if customer service is about how one person communicates with another, is it any wonder that in this day and age of computer telephone systems, Internet, and email, good customer service is a novelty? To many companies good customer service is a well worded, timely email. And while that is all well-and-good, there is no humanness in it and there can’t possibly be any effective listening in it.

Understanding that bottom-line profits play a role in decisions to heavily automate customer service departments, consider looking at the flip side of automation and how profits might actually increase if you put full and complete communication, relationships, and humanness back into the service your company provides to your customers. What consumers want is the security of being related, and if consumers know they are going to be served well and taken care of, they will buy your product and recommend that others do the same.

In the end what consumers want is the security of being related. Without the security of being related, without being listened to, without being taken care of, consumers will not buy your product. So put a plan in place that raises the bar on the service you provide to your customers and watch your bottom line increase as well!

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