I recently purchased an older house not quite in the country, but not in the city either.  It’s old enough and out in the country enough to have a well.  In gathering all of the paperwork for the house, the well permit is missing.  I needed to call The State in order to register the well.  Uhm, great…visions of sitting on hold, taking a number, standing in line, etc. bounced through my head.

We have 1440 minutes in any given day.  How I choose to use those minutes matters to me.  Sitting on hold, taking a number and standing in line, did not rank high on my list of “must do’s” in using my 1440 minutes.  But, I needed to register my well.

So I dialed and reached Jesse.  That man loves his job!  Helpful, courteous, expeditious…all words I love.  Here I had gone into the interaction with a slight disdain for what might be ahead of me.  I had a preconceived notion of how my time was going to be spent.  Instead, Jesse, asked – researched – explained – directed and in general had me saying “You’ve been wonderful.  Have a great afternoon.  I truly appreciate you taking the time to walk me through what I need to do.”

Time well spent and preconceived notions – shot down!

M

Posted under Business & Process Innovation, Customers, General, Value Proposition

I am about to embark on a volunteer effort at my son’s high school.  It’s in the Post Grad Center.  Now, I’m not sure if every high school has a “Post Grad Center”, but the concept is wonderful.  Beginning with the Sophomore class, we will see every student by the time the school year ends.  We will work with every student to help them capture their achievements, begin to see the possibilities within areas of interest, look for scholarships and apply to colleges.

Monday – Friday, three sessions a day – staffed by volunteers.  We are the Post Grad Center!

I attended training the other day to learn about how to use the system and what to expect.  One of the most impactful things I learned that day…”We are not here to impose our expectations on these students.  There is no judgment.”

Sometimes we all need to be reminded of this.  “There is no judgement.”  If the student wants to go to Harvard, I’ll help him/her get there.  If the student wants to work in a mechanical bay, I’ll help him/her get more technical training.”

I also live under the philosphy of “It takes just as much energy and effort to dream / plan big as it does to dream / plan for mediocre.”  Having said that, my job is to make sure every student has the opportunity to excel where ever their desires lead them…To be the best at whateever it is they choose – with no judgment.

Try it.

M

Posted under General

Wow, what an amazing experience I had this past week.  My first trip to Asia.  Hong Kong and Singapore to be exact.  I was amazed.  It was surreal.  I couldn’t believe I was waking up in Asia…

This week, I’ll begin a quick series on my Asia Adventure.

Asia…..across the big blue ocean….Asia…Holy Cow…

Would I know what to say, when to bow, when not to bow, how to, how to, how to???  As it turned out, all was good.  In fact, all was great.  The Customers Matter ethic was alive and well in Hong Kong and Singapore.  In fact, no matter where I went, this ethic was present everywhere I went.

At my hotel, I was escorted from the front door to the desk to the elevator.  At lunch, I was served by those at the table next to me.  Going into shops and out again I learned the fine art of bartering in Kowloon at The Jade Market and The Ladies Market.  Even in Kowloon Park, Uncle Chow came up to me to practice his English….

In Singapore, more of the same….

It’s nice to know the ethics of just being polite, helpful, courteous and all with a smile can be found and is anywhere you go.

Next week, details…details…details..

M

Posted under General