Category: Our Words

The Forgiveness Receipt

Posted on by Carl Weber

Forgiveness Receipt

We do something wrong. There is a transaction that needs to occur.

We need to apologize. We need to say we are sorry and ask for forgiveness.

A real apology:

Not a

“I am sorry if I [offended, hurt, misunderstood, overreacted…]

But more of a

“I am sorry for [offending, hurting, misunderstanding, overreacting…]

I read recently that how we respond during this transaction is important. Instead of saying “that is okay” which implies that what occurred was acceptable, the article encouraged people to complete the transaction with “I accept your apology” or if you are able “I forgive you.”

A helpful idea ran through my mind: The Forgiveness Receipt.

The Forgiveness Receipt would be proof of the transaction.

The Forgiveness Receipt could serve two purposes.

Purpose One: A reminder for the person that needed to ask for forgiveness. I recently noticed that I tend to apologize more than once, as if the first one didn’t take. The person I kept apologizing to kindly reminded me that we had already transacted this apology, and I didn’t need to keep revisiting the issue. The issue is gone, and The Forgiveness Receipt would be a great reminder, especially when I am feeling a little insecure.

Purpose Two: A reminder for the person that forgave. I also noticed that I tend to revisit old offenses, long after the transaction. The Forgiveness Receipt would serve to remind me that the I forgave, and can no longer hold that offense against the other person.

Until I can find a receipt book worthy of this task, The Forgiveness Receipt will be more of a mental note. Or maybe this T-Shirt would serve as a better reminder.

Be sure to ask about your receipt.

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The Right Vibe

Posted on by Carl Weber

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.

A New Story

Posted on by Carl Weber

We all have a story.

There are events that shaped us, helped us, or hurt us.

These events shaped our story.

We tend to tell others this story, intentionally or not.

But time and new events also create a story.

Maybe we are stuck in an old story.

And the old story likes being told.

The old story wants top billing, even if that show hasn’t played in years.

“I don’t have close friends who connect with me.”

While out with a group of friends who are trying to connect.

“I was never good in school.”

While getting your Masters’ Degree with honors.

“I will never be able to do the more challenging work.”

While being asked to be part of projects and initiatives. 

As this New Year begins, maybe we need a new story.

But in order for this new story to be told, we need to let go of the old story.

The new story is waiting to be told.

A new story that reflects where we are heading.

A new story that doesn’t miss what is happening right now.

Disqualified

Posted on by Carl Weber

 

Disqualified

You were not good at math. You were easily distracted. You got an F. You got more than one F. You lost your temper. You messed up. You lost the account. You didn’t get into college. You didn’t tell the whole story. You said the wrong thing. You didn’t lose the weight. You were a bad friend. You got fired. You spoiled the party. You quit the team. You stopped calling. You didn’t get science. You made the mistake. You struggled with[insert name here].

Sometimes events make us draw conclusions. We were not good at math therefore we will never be good at math. We spoiled the party, therefore we will always spoil the party, so we should not be invited. We quit the team, therefore we are a quitter. We struggle with a pattern of behavior, therefore we will never overcome.

But worse than giving up, we become disqualified.

Disqualified is when the past is allowed to remove you from future opportunities, growth, or development.

Disqualified is a limitation on our potential.

Disqualified is keeping us from making a difference.

Disqualified is when struggles keep you from helping others.

Disqualified is a lifetime ban.

But, maybe there is no Disqualified status.

Maybe we misunderstood the value of the journey, the struggle, and the failure.

Maybe the fact that we struggle, fail, quit, mess up, and lose are the very things that qualify us to make an impact.

Maybe others need to know that we struggle as well.

Maybe we can learn, grow, develop, and be.

Maybe the future is wide open.

Maybe we are qualified.

The Pitch versus The Partnership

Posted on by Carl Weber

rsz_istock_hands_holding_seedling_in_a_group

(Image Courtesy of usdailyreview)

There are a lot of ways you can sell yourself, your company, your product, or your organization.

How you sell says a lot about you, your company, your product, and your organization.

Most selling can fall into two distinct categories.

The Pitch and The Partnership.

The Pitch describes how you are going to solve the problem, provide the solution, or deliver the product.

The Partnership describes how together you will solve, build, develop, and create.

The Pitch describes all your accomplishments.

The Partnership describes how you have helped others accomplish their goals.

The Pitch pushes forward when there is resistance.

The Partnership listens when there is hesitation.

The Pitch downplays prior service issues.

The Partnership owns prior service issues.

The Pitch wants to close this deal.

The Partnership wants to make sure this deal is one of many.

The Pitch is proud.

The Partnership is grateful.

The Pitch can give you short-term success.

The Partnership can give you success over your lifetime.

When it comes down to The Pitch versus The Partnership, which will you choose?

Culture, Performance, and Employees

Posted on by Carl Weber

Culture Performance Employees

The Culture of an organization is important. Culture orients us to the organization, its purpose and goals. But Culture is not just what an organization says, Culture is what it does both internally and externally.

How does the organization treat its customers, even the difficult ones?

How does the organization treat its employees, and not just those at the top of the ladder?

Performance is important.

Making the numbers. Bringing in revenue. Achieving goals.

Performance keeps us in business.

Employees are important.

Employees do the work. Employees make the calls. Employees interact with the customer.

Actively managing Culture, Performance, and Employees and keeping these three in balance may be the most important responsibility of a leader.

But some leaders forget all three.

Some leaders only remember one.

Some leaders focus solely on Performance.

Culture Performance Employees (2)

Performance alone creates a different Culture.

Performance alone can treat Employees like numbers.

Performance alone can turn the Culture against Employees.

Performance alone blames Employees (for the Culture and lack of Performance).

Performance alone can lead to Employees leaving for a better Culture.

Great leaders realize Employees matter.

Great leaders realize Performance matters.

Great leaders realize that Culture can take care of the other two.

Great leaders strive for Culture that rewards and values Employees that can lead to greater Performance.

Great leaders know where to start.