Perception Becomes Our Reality

Posted on April 25, 2013 by Linda Yates

A few weeks ago my daughter, husband and I were discussing customer service. My daughter and husband were sharing experiences from their work days of how the customers they were dealing with would ask obvious questions or demand unreasonable requests. My daughter quipped that she had an idea for a comedic handbook on delivering customer service to individuals who test the limits of the customer service professional.

I found all of this conversation interesting because I too have been in the business of delivering customer service for over 30 years and have written numerous articles about the elements of great customer service. What I found most interesting in this conversation was we each had different perspectives. When we are delivering customer service it really doesn’t matter what the giver perceives rather what the receiver interprets.

The more we can put ourselves in the mindset of those we are trying to serve the more effective we will be. How do we get ourselves in the right mindset? We may find some days it’s easier than others. One of the best ways to keep our minds in a positive state is to look for the good in the person we are trying to serve. If we have the assumption that this next customer is going to be a challenge, then guess what? The experience will end up that way.

It is important to remember that this may be the 50th person today you have told the same information to, this is the first time this individual has heard it today. There is an art to staying engaged and pleasant. I find that when I’m taking care of myself, with enough rest, hydration, nutrition and exercise I’m on my game and the game is a positive experience.

For some individuals, keeping your cool or not becoming sensitive may be a challenge. The old saying of counting to ten in your head really works. The more we can keep our perspective as close to the perspective of those we are trying to serve the more successful we will be.

Giving service is something we all do in a variety of ways. On the flip side we are all recipients of service. There have been times when I have been frustrated with the service I am receiving. The more I communicate my position and try to put myself in the position of the individual giving me service, the easier it has been to let go of the frustration and experience a positive outcome. What we perceive becomes our reality. The objective then is to control our perception.

Looking for the win/win to every experience will put joy in our heart and money in our pocket.

Service and You

Posted on March 21, 2013 by Linda Yates

Place Setting

Have you ever thought about all of the components in going out for dinner? There are many factors that affect the dining experience. The same could be said of going on a vacation or buying a piece of furniture or buying a car. You may be wondering what common thread could be intertwined with all these different scenarios. The answer is service.

Now before you tell yourself “I have heard this before”, let me share with you some of my perspective on the service experience. First off, you have “heard this before!” Most of you started hearing about service and experiencing it at a very early age, and if so, you are one of the lucky and highly blessed humans to be walking the face of the earth. There is a difference between “hearing” and experiencing. In the next few articles I am going to share with you the elements in experiencing and delivering a positive service experience.

There needs to be more service in world. We have become a society of rushing to this and hurrying to that; the sense of connecting to the individual is in my opinion a dying art. Many individuals, myself included, never “stop and smell the roses,” in fact many times we don’t even see the “roses.” The overall message of these upcoming articles is that everyone can contribute positively or negatively to each service experience, whether you are on the giving or receiving end.

The principals that we will cover are universal. They can be applied in all professional settings and industries and their effect can be felt in your individual lives. Service is not just about your companies Customer Service Department. Service can affect employee morale, it can impact that multi-million business deal and bend the scales to your favor in getting hired to the company of your dreams.

Our society is very self-centered and celebrates rudeness. But if we stop and notice our behavior and how we treat others and their responses to our actions we can turn a negative experience in to a positive one. The “Golden Rule” is truly a timeless principal and if exercised religiously can be the cause and effect of true fulfillment and potential financial freedom.

We will cover, through case studies and stories, the impact positive service experience can create and the lasting affects. We will walk through the process of teaching service to others you may have leadership responsibilities for. We will analyze the power of internal and external moral factors and its effect on the service experience. We will provide tips on how to turn a service experience around; when it’s going south and you need to turn it to the North. These are just a few of the topics we will explore.

I look forward to taking this journey with you.

No Pain – No Gain

Posted on March 7, 2013 by Linda Yates

OLYMPUS DIGITAL CAMERA Let’s face it we are in the midst of challenging times. Uncertainty lies in every corner. Some would believe that there is no hope. No hope for tomorrow or hope for our children. Despair drains from us all that is vibrant and joyful and leaves behind the empty remnants of what life was meant to be. Despair kills ambition, advances sickness, pollutes the soul, and deadens the heart. Despair can seem like a staircase that leads only and forever downward.

Now that you are feeling depressed, what do you think? What do you feel deep down inside of you? Do you believe there is no hope and that all is lost? Maybe you have experienced in your life occasions where you felt this sense of despair. What did you do to bring yourself through that dark personal corner? If you are in that place right now, do you have what it takes to pull yourself through?

Challenging times can be a gift if we have a full perspective. As you think through experiences in your life and/or business, think about the times when you believed or thought you couldn’t make it through another day. Can you see now because you went through that difficulty you are stronger and better prepared to face the next storm?

There is a saying that is used in many contexts, “no pain no gain.” We need opposition in all things. Opposition is actually a gift. It can be one of our greatest gifts if we let it. How do you maintain hope? First let’s define hope. What is it? Webster defines hope as to cherish a desire with anticipation and to expect with confidence. Dieter F. Uchtdorf once wrote, “Hope is like the beam of sunlight rising up and above the horizon of our present circumstances. It pierces the darkness with a brilliant dawn. It encourages and inspires us.”

How do we keep hope alive? A seed that we plant will never take root if we ignore or neglect the seed. That is true within a variety of areas in our lives. What do you do? I would love to hear and learn from you. Let me share some of my thoughts.

1. List out all the things that are good in your life. Starting or maintaining a gratitude journal can keep you going in the right direction.

2. Turn off the negativity. If you continually bombard your mind with the negativity around you, it will pull you down. It will de-energize your spirit. If you find yourself in negative conversations or around individuals that dwell on the negativity in their own lives – try to gracefully remove yourself from the situations. You don’t need it!

3. Set goals. If you are always looking to the future it can only help to breed hope. If you have never gone through this formal process, start today by writing down at least five goals you would like to achieve in the near future. You will be amazed as you look back at this list and realize that most, if not all, items were achieved. Then when you are faced with another trial in your life, reflect on those goals that you have achieved in the past and it will continue to inspire you even in dark days.

4. Laugh a good belly laugh at least once a day. It is amazing how this will clear your mind, improve your outlook and work your abs at the same time! I believe we all need to laugh more!

5. Believe. One day when I went to work years ago, and sitting on my desk was a beautiful polished rock engraved with this word. It has stood as a reminder to me that when life gets dark – just believe. With that belief, more hope and more faith will naturally result.

A childhood story and one that I have read throughout the years to my children is, “The Little Engine Who Could.” This little engine is faced with a big hill to climb and very slowly and with trepidation starts moving up the hill. All the time telling itself, “I think I can, I think I can.” As more momentum takes place this little engine is more confident and “I think I can” becomes to feel stronger and is louder when eventually the little engine states I know I can. Belief, faith, and hope then result into knowledge then finally success.

Like all great leaders, Abraham Lincoln, Julius Caesar, and Gandhi, they have risen above adversity and despair. They have persevered and realized their goals and dreams and because they never gave up, they affected the lives of thousands and millions in some cases.

You too can persevere, you too will get through the challenges that life has to offer and with a long range perspective come out as the conqueror. May we all build one another up and cheer one another along our individual paths – by doing so our joy will be rich and rewarding!

Love it or hate it

Posted on February 16, 2013 by Linda Yates

Sleeping schedule, latest gadget, moving – what do all of these things have in common? They were all mentioned on a social networking site. Love it or hate it, social networking is here to stay. It is interesting to hear an individual’s opinion of sites such as Facebook, Twitter or LinkedIn. Some love the sites and admit to spending way too much time on them while others refuse to use them and don’t want to be found, followed or linked. If you use this medium correctly you can build your personal brand and grow your business.

I started my social networking years ago with my professional network. I am a big believer in networking period. In fact you can check out my past article – Add 40 years to your life. Human beings need to feel connected and the busier life gets we often put relationships on hold. This decision is not necessarily on purpose but days pass and our good intentions of sending a note to say hello are missed. Social networking and the ease with which it can be done can renew past relationships and create new ones.

There are many purposes to social networking. As with anything I suggest you have a plan and a purpose behind what you do. Being cognizant of what you put on a social site will serve you in many ways. The internet is a powerful tool but remembering whatever is put out there is imprinted and hard if not impossible to remove.

Here are some tips to leverage your social networking activities:

1. Fill out the profile
2. Keep information current
3. Areas of expertise should be completed
4. Join groups
5. Comment on the threads for different groups
6. Do not use the Social site solely for prospecting – give useful content and local information. Become the goto expert for your network.
7. Add links to your website
8. Add relevant data to your message and plan

Each site has it strengths and audience opportunities. There are also ways to become efficient in your social networking activities. Hootsuite is once such application where you can add all your networking sites and cross post. It’s wonderful!

As time goes on and your content becomes sought after you will find that your audience will grow and the opportunities become endless with little out of pocket costs. Discipline will be key and keeping your priorities in mind as you work your plan. Instead of 40 years being added to your life maybe 60 years will be your blessing.

Million-Dollar Contact

Posted on February 9, 2013 by Linda Yates

Dollar sign

You never know who will be your next million-dollar contact – so the trick to being prepared is to treat everyone whom you associate with as if they already were your million-dollar client, buyer and/or associate. Your ability to be respected and liked by a multitude of personalities is pivotal to your success in any aspect of professional or even your personal life.

I heard this quote from C.S. Lewis a few years ago and it has resonated with me. He stated, “Surely what a man does when he is taken off his guard is the best evidence for what sort of man he is? Surely what pops out before the man has time to put on a disguise is the truth? If there are rats in a cellar you are most likely to see them if you go in very suddenly. But the suddenness does not create the rats: it only prevents them from hiding. In the same way the suddenness of the provocation does not make me an ill-tempered man; it only shows what an ill-tempered man I am. The rats are always in the cellar, but if you go in shouting and noisily they will have taken cover before you switch on the light.”

What I have learned from this is that my true character is always the foundation of who I am and affects how I treat everyone I come in contact with. Some people believe that humans cannot change; that who you are and how you act is and will always be set in stone. I also know from personal experience that is NOT true. For I have seen my own and others character transform authentically when consciously worked upon – where eventually it become subconscious. Life is a gift that if we seize the opportunity to learn and grow and change its beauty will flourish and the wealth we experience will grow in all aspects of our lives.

You can become a magnet to others through, consciously deciding to do so.

How do you treat those whom you meet as if they were a million-dollar contact? Let’s begin with a few steps:

1. Smile at everyone you meet. Now in some parts of the country or even the world this may go against your culture, your personality or even your nature. But let me put it to you this way, how do you feel when a newborn smiles at you? Does that simple gesture infuse you with warmth? Does it bring a smile to your face? Smiling is the key to your ability to succeed.

2. Make eye contact. The window to everyone’s soul is through his or her eyes. When you make eye contact you are acknowledging their existence and you are exuding confidence and imparting the feeling of trust.

3. Logging the individual’s first name to memory. This personally has been a hard thing for me to do, but as I traveled and spoke in countries around the world, I made it a game to tie the individual’s first name to a hobby or interest of theirs.

4. Ask questions. Asking questions is a great way to connect and show interest in everyone you deal with. It is through questions that synergistic opportunities are created.

5. Being responsive. After you have met the new contact and established an opportunity to follow-up be sure to make it a priority. Especially if you have made promises. It surprises me when people are surprised that I am responsive. This habit has served me well throughout my life.

You never know when you are meeting and networking with others what opportunities lie in the future, either through the first degree contact or even the seventh. By making small changes to how you interact with others, you can bring million dollar returns today and tomorrow.
As I look back over my life, I can tie every positive thing that has happened to me because of the individuals whose path I had the opportunity to cross. I know when I consciously make an effort to treat everyone I meet with as if they were a million-dollar contact I have experienced happiness and peace within myself. At the end of the day we all are incredible to degrees we can’t physically or emotionally comprehend. May you realize your potential through these simple steps.

In the ZONE!

Posted on February 2, 2013 by Linda Yates

There is nothing like being ‘IN THE ZONE!’ It is as if you are accomplishing what you desire at the very moment when the energy of the universe is blessing your efforts.

What does being in the zone mean to you? Have you ever experienced that complete feeling of focus? Focus that you have determined and are in full control of. ‘The zone’ is like a crystal goblet being tapped on a hard surface and the tone that emits the air is full of energy and touches you deeply in your soul.

Saturday is sometimes the worst day for me. Because I want to complete so much on this special day reaching the zone seems as hard as it would be to herd cats. I will start-off doing one thing, then notice something else that needs to be done and before you know it I haven’t accomplished one-half of what I had desired.

I believe men in general have an easier time of being ‘in the moment’ and not being as easily distracted as women. It is a known fact that the wiring in men’s brains is different than the wiring in women’s brains. That being said, let’s discuss being focused and what it takes to experience clarity so the zone can become a more frequent occurrence.

The first task is defining what clarity is for you and your business. Are you running from project to project? Do you have clearly written goals and mission statements? If not, this can be the first step to reaching clarity. As you write your goals and review them often you will begin to develop a clear picture of what your priorities are and what your deepest desires are within you.

Often I find that the more I re-write my goals some goals continue to remain while others fade away or become less important. Continually thinking and writing down those objectives will help keep you centered.

Forcing yourself to focus on the task at hand can be hard at first but the more and more you practice the better you will become. I find that when I try to be in the moment, the moment is more fulfilling and the stress I feel is less. Multi-tasking is sometimes the most efficient way to accomplish tasks but it can also be overrated.

For example, try driving a car while, speaking on the phone and checking your e-mail in the seat next to you. A lot is getting accomplished however, those riding in the car with you perhaps are feeling more stressed because you are not focused on the main objective and that is getting safely to where your destiny will lead you.

Some of the best experiences I have had in obtaining clear and poignant focus have been when I was running. The pounding of the pavement and the will to go a certain distance is often the most centering part of my day. Everything else melts away while running and getting into the rhythm.

Often I find that when I hit this zone I can solve problems or challenges that have me stumped. Inspiration flows into my mind and I am more creative.

In order to have repeated experiences of focus and clarity you need to achieve balance in your life. It is hard to focus on any one thing if you are sick or run down. The same holds true for organizations.

If there is a part of the organization that is in need of “medical” attention then do what you need to do in order to get that part in a more healthy state. That way the whole of the organization can be well thought-out and focused. By doing so you will be able to achieve your goals.

Some of the best lessons in life can be learned from children. Have you ever had a child trying to get your attention when you are watching television and they come up and grab your face? This is a reminder to us that asking for what you need, is the road to achieving what you desire.

Children know the importance of enjoying every moment and not taking everyday-things for granted. So the next time you are feeling frantic or frazzled, stop, take a deep breath and focus on what is most important at that moment and let everything else fade away.

The zone really isn’t that far away. We need to just grab it!

Get Over Yourself

Posted on January 19, 2013 by Linda Yates

Some individuals have a hard time promoting themselves. Perhaps it goes back to being taught that humility is a virtue and bragging is bad. What is that fine line? Marketing gurus love to get their hands on a business that doesn’t understand or know how to promote themselves. In the next few paragraphs let’s review some of the steps to promote yourself and your business:

1. Determine your values, mission and what your personal brand represents

As you think about promotion and how you want to promote, you need to clearly define what your brand represents and what you want the first impression of you and your company to be as you come in contact with new prospects and existing customers.

2. Prepare a Marketing Plan

As with selling a new product if you don’t talk about it or let it be known that it exists how do you expect to have any sales? I have seen this first hand with the products that I have designed. Those products that I had a clear plan for were the products that were successful in reaching their individual sales goal.

3. Gather a list

After spending a long time with marketing organizations one of the highest priorities for a company is to build strategic lists for their company’s offerings. Continually reviewing, updating and gathering leads will determine your bottom line and overall success. One of the questions to ponder is, “am I tapping into the right groups to get the customers I need? “List building is a skill and can be learned.

4. Humanize your marketing

You may be asking what do I mean by this? After spending a lot of years in the financial industry it was painfully apparent that a lot of individuals don’t like their picture being taken and don’t see the value of putting their individual face to their company. Now with the growth of social media people can find so much about you before they even talk to you. The positive side of this is that as a lead they are even more qualified.

People buy from people. Instead of relying on phone, e-mail, texting and a website, the most profitable business is still done by connecting face to face. So as you plan your marketing and promotion create tactics that include being in person, and providing content that is somewhat personal so people can connect with you.

Promotion can provide rich and rewarding experiences. Ask and you shall receive is a fundamental principal. Putting it out there in the universe is the pathway for prosperity. To quote a colleague who recently ran a campaign to promote me and my recent activities, “get over yourself,” and watch the lead generation tool work its magic.

Five A’s to Marketing Yourself

Posted on January 12, 2013 by Linda Yates

1099 Form

As 1099s and W-2s come in the mail for the previous year’s earnings, I often ask myself how can I earn more this year than I did last? There are many factors that affect that question. The productivity cost of doing business, sales pipeline and the economy are just a few.

One of the key ingredients to having a more profitable year is marketing. Whether you are the business owner or an employee, everyone engages in some type of marketing. Recently, one of my trusted advisors and I were speaking of this topic of marketing oneself.

There are so many factors involved. In fact I believe that often we don’t realize the impact of the little things we do that affects how others respond to us. Let’s take a look at some of those areas.

1. Appearance. This is an important aspect of how people perceive us. Sometimes it doesn’t seem fair that how we dress or look makes a difference. The reality is that those who we do business with react to us based on how we dress, our grooming and our body language.

2. Actions. It is true that actions speak louder than words. If what we say contradicts how we act then integrity becomes questioned and trust impaired.

3. Attitude. Now you may be wondering what in the world does our attitude have to do with how we market ourselves. The secret here is being positive. Humans draw on light and positivity. If you exude a positive outlook and demeanor then others will want to associate with you. We all like winners or at least the perception of associating with winners.

4. Associates. Who you associate yourself with will determine your income level. As mentioned in the attitude section, if you associate with winners you will win. If you want to lose weight or improve your health you need to spend time with people that are reaching their health and fitness goals. We all need positive reinforcement. To increase your income associate with those individuals who have proven positive work habits. This will help you improve your daily habits.

5. Accountability. Being accountable for your actions or lack of actions will put you on the fast track to economic growth. People have a habit of blaming others for their circumstances while not looking at themselves in the mirror. Be sure to ask yourself: ”What could I have done different and what was my part in the outcomes of my actions or inactions?”

There is so much to explore with each of these five topics in marketing yourself. One of the biggest questions you need to ask yourself is, “Would I buy from me?” If not, why and what do you need to change within yourself so that the answer is yes?

It is not enough just to believe you can be successful. You must come to know it. You need to know this fact with every fiber of your being. If you know something you can’t help but exude positive energy, others will want to associate with you.

By following these five steps, your business and income will flourish and next year’s tax forms will be the proof in the pudding!

Change the Service Paradigm

Posted on December 27, 2012 by Linda Yates

When was the last time you experienced great service, first hand? How did you feel after the exchange? Did that experience effect the rest of your day?

Keep those feelings and thoughts in one of the corners of your mind. Now, let’s take you back to a negative service experience. When did that occur? Was it this morning or last night? Perhaps, you have been lucky and you cannot remember the last bad service experience you had. Hopefully that is the case and that you haven’t had so many negative experiences that you have forgotten what a positive service experience looks, feels or walks like!

Let me share with you an experience that a friend of mine named Joe had a while ago. Joe was born and raised in Brazil. He moved to the United States about fourteen years ago. His first job was to rent cars and buses for individuals and groups that would come in from out of town. His English was fair at best and one day he had a woman call in to check rates for renting a bus. Now this woman was an elderly woman from Pascagoula, Mississippi who was a transplant as well. These two individuals spoke for several minutes trying to understand what the other was saying and were becoming very frustrated with one another. Joe kept his cool and suggested that she come down to the rental company so that they could speak in person and she could see if their product would be the right fit for her needs. After a little prodding, she agreed and came down and they were better able to communicate in person. This business transaction turned out to be very profitable for Joe as the woman ended up renting five twenty-passenger vans for an upcoming family reunion. The woman and Joe ended up having a great experience because of a couple of principles that they consciously or subconsciously covered. Let’s dissect this story.

Continue reading →

Being Proactive Energizes

Posted on December 20, 2012 by Linda Yates

As January comes upon us every year, you probably hear a lot about goal setting and resolutions. A new beginning is always a great way to jump-start your motivation in every aspect of your life. If you write down your goals the propensity of them getting conquered actually goes up over 50%. If you take 30 minutes out of your life to think and meditate about what it is you want to achieve and accomplish in every aspect of your life, then write it down, you will be amazed at what goals you will be able to complete.

Being proactive energizes and being reactive sucks energy away!

I would like to encourage you to set service goals. Why should you set these types of goals? By setting goals in this area your business will be more profitable and your life will be enriched. You can start in small ways. There is a wonderful story about Johnny the bagger. This is a story about a bagger in a grocery store who took to heart the encouragement that management gave to help increase profitability for the store. Johnny struggled with Down Syndrome all of his life, and as he contemplated about what he could do to help, the idea came that he could share a small, type-written, “Thought of the Day” and leave it in the grocery bags he would pack. Shortly after he started doing this, management noticed a line forming at the register where Johnny was the bagger. The store would open up additional lines to get customers through but the customers stated that they were fine waiting and then it finally came out that they wanted Johnny’s “Thought of the Day.”