The Attempted Compliment

Sometimes we become hardened towards those around us, even our customers.

Prior interactions, prior conflicts, or prior assumptions cloud our current view.

They complained, they were unhappy, they were…[insert specifics here].

Now we see them and the world through a tainted lens.

I heard a story the other day.

A customer complained. They needed some assistance. They needed something corrected.

A small team was mobilized to respond.

This team was on-site to solve the issue.

The customer approached this team at the end.

The customer began to speak.

The team responded first.

“Are you here to complain again, about something else?”

But, the customer was not there to complain.

The customer was attempting to compliment the response, the team, and the work.

The attempted compliment was shut down before it could happen.

Hardness had set in.

Where have we become hardened?

Where have we missed the attempted compliments?

Take a moment today and think about what you are holding onto, and against others (including your customers), that may be getting in the way of what they deserve.

Eel Gloves

American Eel (USFWS Biologist Steven Smith hollding eel caught while night electrofishing for salmon in Whallon Bay)

(Image Courtesy of adirondackalmanack.com and USFWS)

Sometimes we can be hard to pin down.

Sometimes we wiggle and squirm our way out of accountability, progress, or accomplishment.

Sometimes we say we are going to do something, but try to slip out of it.

A good friend calls it being slippery. Slippery like an eel.

But they make Eel Gloves.

Eel Gloves make it possible to hold onto the slipperiest eel.

Maybe what each of us need is that friend, partner, spouse, coach, or mentor that has OUR pair of Eel Gloves.

The person with the Eel Gloves could hold on to us when we are trying to explain away our lack of progress.

The person with the Eel Gloves could wrestle with us, not let go, and make us face why we are trying to slip out of the accountability.

That sounds like a good name for a coaching option for 2016.

Eel Gloves Coaching: You may be slippery, but we can still hold on.

 

The Right Vibe

I sat and watched them interact with each other. Laughing, joking, and connecting. It was their party, I was only there because someone close is now part of this team.

I could have been the outsider, but felt completely at home.

My mind wandered back through all of the interactions I have had with various people on this team over the years.

There was something different about them. Something great.

They all had the Right Vibe.

Vibe: a person’s emotional state or the atmosphere of a place as communicated to and felt by others.

I happened to be sitting next to the owner. I couldn’t help myself.

“I have to share something with you. Over the years I have watched your team, and your people. They have a certain Vibe about them. You are in the health industry, and they all have a certain healing Vibe. You feel it when you walk in the reception area, treatment room, and even this party. Thanks for creating the Right Vibe, it is amazing to witness.”

There is a lot of talk out there now about the culture of an organization being the deciding factor on true success. Many are pointing to the culture (what I like to call the Vibe) of an organization as one of the most important aspects to foster and create.

How can you provide amazing customer service if your Vibe is negative, controlling, and overly micro-managed?

How can you provide health care if your Vibe is unhealthy?

How can you motivate your employees to care about a customer’s needs when your Vibe leaves your employee’s needs unmet?

Think about your Vibe. What is being communicated or felt by others?

It may be time to find the Right Vibe.

The Customer Service Check Box

Customer Service Check Box

The process seemed like every other company. Place the order. Wait for the package to arrive. Check to make sure that everything is in the package upon arrival.

But this company is different.

At the top of the packing sheet is this small little check box.

“Problem with your order? Let us know! You can blame:”

What a simple way to send a message to your customers.

“We may not get everything right, but let us know if we don’t. And by the way, we are also letting you know that there are actual people behind this order. People who are responsible for getting it right.”

But this check box is not just for the customer, it is for those 6 people who work there. They take pride in their work, enough to say “I am putting my name on this and call me out if it is wrong.”

What simple check box, process, or idea could send the same message to your customers?

By the way, when the order arrived it was not exactly what I ordered. You see this company always adds a little extra bonus gift with your order. So I got what I ordered and a nice surprise as well.

Think about the message that sends.

 

A Little Friendly Research (My Turn)

I asked you a series of questions, and your answers appeared in the last 7 posts. Your answers were vulnerable, honest, funny, serious, and clever. Your answers inspired questions, discussions, and honest conversations about friends, and friendships. Your answers inspired some actions, as friends connected, reached out, answered phone calls, and actions became a little more deliberate and focused.

I wondered about how to end this series, and a few of you suggested that I weigh in on those same 9 questions.

So, it is my turn.

Question 1: What are the best attributes of your good friends?

They are intentional. They reach out. They call me, text me, and email me. They initiate as well as respond. They seem to have this internal counter that knows when too many moments, hours, days, or weeks have passed and the alarm goes off and they remember to connect.

Question 2: Do you think friendship is hard? Why or why not?

Friendship seemed easier in elementary school when you walked with the same person every day to school, then goofed around every weekend together on little adventures in the woods and on the pond. Friendship seemed easier when you were on a ship and saw them everyday for 6 months, and ate, slept, and worked together. Friendship seemed easier in college when you were in that crappy little apartment waiting for your paychecks so you could actually buy meat at the store.

Friendship seemed to get harder in the next stage of life. New jobs, new cities, new neighborhoods, new kids, and new distances between all of them.

Friendship is getting easier and harder at the same time in this current stage. My expectations have grown as the years have passed. What satisfied this need to connect years ago, doesn’t seem like enough. I have more time for friends then a decade ago, but some of them don’t have the same time available to me. The number of friends “goal” has been replaced with a depth of friendship “goal” which I recently realize is a much harder prize to attain.

Question 3: What do you expect from a friend?

Balance and equity in the long-run. I may need something from them for a season, but I want to find a season to give back as well. They shouldn’t be the only one to initiate connection, I want to call them, text them, email them, or reach out as well. I need that same little internal counter in my head that reminds me that too much time, distance, or life has gone by and I need to take action.

This question caused me to wrestle the most. I fear my expectations may be causing interference with some friends because my expectations may be higher, and unspoken.

There is tension expectation. How do we learn to give freely, and not be taken advantage of? When do you give? When do you need? How do you measure balance and equity?

No great answers, yet the wrestling seems like a good thing for me to work on.

Question 4: How much time in a given week do you think about your friendships?

A LOT! Until I read your responses, I thought I was a bit of an outlier (well I may still be). There was comfort to know that I am not the only one who thinks about this pretty often.

My mind wanders towards friends and friendship throughout my entire day. The morning computer/writing time, the commute, at random times each day, lunchtime, afternoon coffee, closing time, the other commute, dinnertime, vegging out time, before I sleep (you get the idea).

Bottom line, if you are my friend, I think about you a lot.

Question 5: What are your best attributes as a friend?

I care about you. I think about you. I connect with you. I am here when you need something (yes that has included the occasional furniture moving). I invest in you. I want you to succeed. I have hope for you. I find time for you. I love you.

Question 6: If you could say one thing to your friends that would help explain what you need from them, what would you say?

Be real. Be present. Be available. Be my friend.

Question 7: How many close friends would you say you have?

Nine.

Question 8: Anything else you would like to share?

Yes. This process, this journey has helped me understand friends and friendship in a new way. Your responses have helped shape me and I don’t want this journey to end.

Earlier this week I was teaching a class and we talked about leadership. One participant mentioned that leadership has an expiration date. In other words, if you are not exercising those skills, they expire, go bad, and become rotten.

I think this applies to friendships as well.

Question 9: In 10 words or less, what advice would you give the World about friendships?

Intention. Balance. Mindful. Time. Hope. Connect. Remember. Savor. Initiate. Love.

 

A Little Friendly Research Part 7 (The Finale)

Part 7. The Finale.

Wondering what this is all about? Start here.

I asked. You answered.

Question 8: Anything else that you would like to share?

[Insert name] is a great friend.

This exercise, especially questions 6 and 7, gave me pause – made me think. Thank you for that.

Yes.

Regardless of the type of relationship you have you get out what you put in.

Friendships are difficult. time and distance have a way of seeing some friendships lose their closeness. Yet many friends, who I don’t see on a regular basis because of distance, etc. can pick up where they left off immediately because the disruption of the friendship wasn’t based on wounds of differences, but just life. Others dissolve because of differences that went unresolved. Those are the hardest. Unresolved conflict is tough.

[insert name] is a great friend and I appreciate [name].

Question 9: In 10 words or less, what advice would you give to the World about friendships?

Treat a friendship like a romantic relationship and vice versa.

Friends are one the greatest gifts you will receive. They… (sorry there was a 10 word limit.)

(Just Kidding) …provide laughter as well as keep you from wandering off in the desert of life.

Be the friend you want to have.

It’s not a contest.

People always come into your life for a reason, enjoy!

Being willing to be vulnerable when you want to retreat because you are hurt or misunderstood, is well worth it. If that friend truly values you and your friendship, he or she will cover that vulnerability with grace. Your friendship can grow stronger in spite of the struggle. Way more than 10 words. Lol.

I’m breaking the rules and combining 8 and 9.

I don’t have any advice, but I will share a wish. When I think about my friendships, it occurs to me that most (if not all) of them are largely based on convenience. It’s convenient because we live near each other, or because we work together, or because we’re in class together, etc. If that convenient variable were removed, I don’t know what would happen to those relationships. Would they make the effort to maintain them? Would I? I know that feeling like a friend-when-convenient is pretty sad; I’ve felt that way, and I’m sure I’ve made others feel that way too. I wonder if this is just the way it is with the friendships we have in adulthood?

If so, my wish is that we could find a way to do better than that. I wish that friendships were a higher priority, despite all of other things competing for our time and energy. I wish we valued them more. I wish that we’d protect them, and fight for them. I wish we’d be more willing to do the work to sustain them, even when it’s not convenient. Especially then.

Ten words: Food and friendship enhance each other.

Thank you again for all of you who answered and shared this post with others. Keep sharing, keep answering, and most of all keep questioning.

What’s next? My turn.