Knowing Why You Come to Work Each Day
July 19, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
Thinking about Larry and Banner’s story makes me think about why some people come to work each day. What do you get out of the relationship with your job? Why do you show up each day and what do you want to accomplish? Do you have a master plan for showing up for life, or are you just clocking in and clocking out? I’m sure you know of colleagues who have retired years ago, but they just keep showing up for work each day to collect a paycheck.
What can you do to get inspired about your work? Make a list of what you do and don’t like about the different qualities and characteristics of your profession or your job. What can you change about it to make it more inspiring? What can you do to inspire others. As Zig Ziglar, the famous grandfather of motivation speaking so eloquently states: If you help enough people get what they want, you will get what you want.
What are you doing to help other people get what they want and get where they want to go? Are you embracing empathy and kindness into your day? What would you do in emergency situations and how far would you go to do the right thing? Fortunately for Banner and Larry, Troy knew why he showed up for work that day and he knew what he had to do to do the right thing.
LUV: Taking Customer Service to the Next Level
July 18, 2007 | Posted in Leading Hartfully | By Gaia Hart
Just recently returning from a Professional Speakers Convention, where my Arizona speaker colleague who is blind, Larry Colbert was attending. He and his canine companion, Banner, are popular members of our local National Speakers Association chapter. I received this email and with tears in my keyboard just had to share this story of what happened to Larry on Friday the 13th. This is a testament that speaks to the heart of what customer service is all about. It’s not just about smile training, it’s the basic human compassion for another and to do the right thing in times of need, no matter what it takes, no matter if it’s in the training manual or not. That day, the folks at Southwest didn’t even know that Larry was one of their passengers, as there are lots of airlines in that terminal at Sky Harbor in Phoenix. They rose to the occasion anyway.
Rest assured this story has already been forwarded to the head honchos at Southwest Airlines to commend them and their people on doing the right thing. They truly live up to their stock market codename: LUV.
Grab a tissue and read on, then pass this along to your colleagues and friends in the customer service field. Thanks to my friend and speaking colleague, Beth Terry for passing along this photo of Banner the Wonder Dog.
Here’s a brief description of the event as written by Sandy DeNeui (girlfriend extraordinaire…)
– – – – – – – – –
Yesterday, Friday the 13th came with more than one miracle for Larry and his guide dog Banner. Larry and Banner were on their way to a speaking
engagement in Nevada. Larry took a cab from his house to Sky Harbor.
Somehow, and that looms as the huge unanswered question, Banner received a gash in his leg while riding in the back seat of the cab. Larry said that Banner yelped and jumped from the floor boards onto the seat shortly before they arrived at the airport. This was highly unusual because Banner is extremely well trained, but since Larry cannot see, he didn’t realize that Banner was injured, so he got his bag and holding Banner’s harness, proceeded into the airport.
Larry said that Banner just led him along as if nothing was wrong…. then a man (Phx airport security), stopped them and asked if he could help. I guess that is when the urgency of the situation came to light.
Later, Troy (South West Customer Service), the young man who saved Banner’s life, told me that Banner would most certainly have gotten Larry to the airplane and bled to death in the process if someone had not intervened. But the ground crew employees of South West Airlines took it upon themselves to change Banner’s fate.
Larry telephoned me and said… “I need your help, Banner is hurt.” I knew by the sound of his voice that this was a real emergency. I blasted out of the house and across town to the airport. On the way I telephoned the vet’s office to alert them that we would be coming in…. and carried an on going conversation with Larry and one of the South West Airline employees. When I finally arrived a police car with emergency lights on had cleared a place for me to park…. a walkway had been cleared through the throng of onlookers…. Banner was on the floor with Larry beside him, and eight or ten uniformed people some kneeling some crouching were gathered around Banner, who was in great distress.
Larry was splattered in blood from his waist down, there was blood everywhere and on everyone. Troy lifted Banner and carried him to the car. I
didn’t realize it at the time, but Troy’s hand was clenched around Banner’s leg to stop the flow of blood. Banner, Troy and Larry got in the back seat of my car and away we went. When we arrived at the vet’s three young women emerged with a stretcher and rolls of tape. They wrapped the leg right there, so that Troy could release his grip, but Troy who by then was like a family member, carried Banner inside, sans stretcher.
Banner underwent surgery almost immediately. He had sliced the major vein to his leg and nicked an artery, and those employees of South West Airlines who left their posts to render aid quite simply kept Banner alive until Dr. Bastek could work her magic. Troy told me many hours later that he was still in shock from the whole experience…. and that he felt a bond with Banner and Larry that he didn’t want to lose track of.
Larry took a later flight to Las Vegas for his speaking engagement. He said that the legend of Banner preceded him and that every South West employee he met along the way asked about Banner (who is recovering nicely).
All in all, it was a Friday the Thirteenth to remember… and a time to realize that there are everyday people out there just waiting to be heroes.
I saw dozens of heroes yesterday. I am attaching a photo of Banner that was taken just this evening at Larry’s house.
I had the honor of having Banner stay with me here in Mesa after being released from the hospital. Larry managed just fine with his “white stick”
on his engagement in Nevada. He said he missed the freedom that Banner allows him, and of course was worried about Banner too. The South West Airline employees sent Banner the flowers and balloon in the photo as a get well gift. I think he really liked it! What a weekend! Those employees were more than heroes….. they were angels in disguise.
“It takes action to achieve vision!” Larry C. Colbert, Speaker & Author Check out Larry’s new video at: <http://www.DrivingVision.com>
www.DrivingVision.com
You Make the Call – Gruntled or Disgruntled
June 24, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
We always have a choice – a choice to be an energy radiator or an energy drain. We also have a choice to either accept or reject somebody else’s energy they are projecting onto us. We have a choice to take it personally, or to mirror back their energy, or to let our own light shine onto them whether it will be connected to their own bright light or overshadow their dark light. When we let our own light shine on, we increase our resilience and cast a light on others.
Light opens up darker spaces, so I choose to let my light shine into some of the shadows that may come into my life. For instance, I once spent a blissful holiday in Santa Fe at a B & B that fell a little short of the expectations for the room, but the breakfasts were aaaaaahmazing. Their chef on the first day was simply charming, had incredible food and was a delight to be around. It set the tone for a perfectly heavenly day with divine company on a glorious sunny day in their courtyard. Her light shown onto her food, her guests, and you could feel it in the air.
The next day a different chef put a decidedly negative flair to the whole affair. Her demeanor was much more of one who had to be there for her job, rather than one who delighted in serving her artistic creations to others and bask in their delight. Her edgy, prickly attitude tried to sneak into my deliriously happy day and get me cranky.
We have choices to be either gruntled or disgruntled, to live our life and invite work into our life we are leading anyway, or to make work out of life. One chef shared her love of life through her cooking and the other just worked at it, and it showed that she had to be there to pick up a pay check.
When you have a choice, why not choose between being happy and deliriously happy instead of happy or grumpy. We don’t always have control over what comes to us (in fact, very little control over what comes to us.) but we do have a choice in how we react to it. How are your reactions lately? What do you choose to be… gruntled or disgruntled…it’s up to you. You can make the call and you decide on your energy level and what to do with it and how others affect it. You can mirror back their light or let yours outshine the darkness. Focusing on shining your light will boost your resilience when you decide to be gruntled.
Energize Employees Through Appreciation with a Twist
April 30, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
When supervisors dole out praise, it’s often very vague and focused on the entire group such as “You’re doing a great job, keep it up.” Sometimes managers just don’t know what to say or how to say it. After all, you don’t want to say the exact same thing to each person – it can sound contrived. Take a clue from the flight attendants who have mastered the many ways to say hello and goodbye to hundreds of passengers a day. Put a twist on how you praise. These sentence stems should get your brain jump started:
I’m impressed with…
What I particularly liked was…
Our team is better because of your…
You’re on the mark with your… (or the British would say, “You’re spot on with your…”)
You can be proud of yourself for…
I’ve noticed the quality of your work, specifically…
Your contribution of……on that last project was amazing
One of the things your customers rave to me about you is….
Your colleagues have sung your praises about…..
I’ve been noticing your attention to detail and in particular….
How awesome are you to do…..
You rock! Would you like to share some of your trade secrets with our managers….
You really made a difference by….
Our top management has been noticing your work and have commented on….
Take the rest of the day off for your fantastic effort with the…..
One of the things our team enjoys most about working with you is…..
I appreciate your….
You make my day by….
You’re quite a role model because of your….
I’d like to acknowledge your specific role in doing…
This place would not run as effectively if it weren’t for you and your…
That should get your started – go ahead and print this out for your cheat sheet and then write down each of your team member’s names on a day of the week in your calendar and use one of these sentences with each person on their day. Make it a habit.
Now goodbye, see ya, bye now, bye bye, so long, thanks for flying with us, tootles, adios, ciao, auf wiedersehen, see you soon, see you on your next flight….
Beat Boredom at Work
April 23, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
Have you ever been bored at work? I can’t remember being bored for the past decade since I became psychologically unemployable and started my own company. But I do remember those days in my W-2 job where I would be chomping at the bit to do something meaningful, take action, talk to customers or just have some forward motion. I’m thrilled to be interviewed for a recent article in Vitality Magazine – www.Vitality.com on the topic of how to beat workplace boredom.
My article isn’t shown on their website, so if you want a copy send me an email with the subject of Vitality and I will send you a copy of the article to help you energize your workplace environment. I would also suggest my card deck 51 Winning Ways to Have Fun at Work. It’s a real card deck that has a fun tip on each card, so you can play Go Fish and select an idea to improve workplace morale. And if that falls through, then you can always win some cash by playing a rousing round of poker with the cards.
Here’s a tip to beat boredom – find work that is in alignment with your authentic self, your values, your beliefs and the big picture you envision for your world. What is your big picture and how do you fit your knowledge, skills, abilities and talents into that big picture? Where is that delicious intersection of what the world needs and wants and your special gifts? Find that intersection and you will never be bored, in fact, there won’t be enough time in the day to do everything you want to do to move your vision forward. You may even find it hard to sleep because your mind is racing with new ideas of expanding and growing your dreams and desires.
Check out my other articles on fun in the workplace and improving motivation, morale and meaning at work at: http://www.funcilitators.com/resources.htm. Let me know what else you are doing to beat boredom at your workplace. I’d be delighted to hear from you.
Energize Your Life Through Job Satisfaction
April 18, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
How happy are you in your job? What is your job satisfaction? Duke University’s study found that job satisfaction was listed as the #1 factor in living a long life. Job satisfaction beat out 788 other factors as the key to longevity – beating out good health habits and good genes. Now there’s more evidence. The 2006 General Social Survey (GSS) at the National Opinion Research Center at the University of Chicago cites the most satisfying jobs are mostly professions, especially those involving caring for, teaching and protecting others and creative pursuits after interviewing over 27,000 workers.
Top 10 most gratifying jobs and the percentage of subjects who said they were very satisfied with the job:
Clergy—87 percent percent
Firefighters—80 percent percent
Physical therapists—78 percent percent
Authors—74 percent
Special education teachers—70 percent
Teachers—69 percent
Education administrators—68 percent
Painters and sculptors—67 percent
Psychologists—67 percent
Security and financial services salespersons—65 percent
Operating engineers—64 percent
Office supervisors—61 percent
10 least gratifying jobs, where few participants reported being very satisfied:
Laborers, except construction—21 percent
Apparel clothing salespersons—24 percent
Handpackers and packagers—24 percent
Food preparers—24 percent
Roofers—25 percent
Cashiers—25 percent
Furniture and home-furnishing salespersons—25 percent
Bartenders—26 percent
Freight, stock and material handlers—26 percent
Waiters and servers—27 percent
How satisfied are you with your job? What can you change if your current position if it’s not the most satisfying? What do you love to do and how can you incorporate that (appropriately) into your work? How about not having a job at all? How about making a living without a job? More on that topic later…..
Big Picture or Little Picture View of the World
April 12, 2007 | Posted in Leading Hartfully, Living Hartfully | By Gaia Hart
Do you have a big picture or a little picture view of the world? Are you stressing over the administrivia or are you focused on the big picture of your life and your career? Take a look at what types of things stress you out – are they the small details, the perfectionism, the imperfect people, the gray areas on the outskirts of the black and white? Sometimes we make our own stresses and create our own energy drains by focusing on things that have less impact than the power we are giving them.
It’s tax season and focusing on numbers is something we all need to do, but getting crazed if your account is 94 cents off isn’t such a big deal in the scheme of things. Of course waiting until the bitter end and not leaving yourself wiggle room can also make you crazed. Step back from some of the situations you find yourself in and see if you’re stressing out because you’re focusing on little picture stuff. Perhaps you need to take a look at the big picture and if the stressors that are affecting you now will really matter in the scheme of things a few weeks, months, or years from now.
The big picture sometimes can pull us through the little picture stuff when things get tough – keeping our eye on why we are doing what we are doing can keep us going. Are you focused on big picture stuff or little picture stuff most of the time? Are you drowning in details or do you have paralysis by analysis? Is it taking your eye off the main goal and draining your energy? You may want to hire out your little picture stuff and have someobody else who loves doing it do what they love and allow you to keep your energy focused on your big picture. It can sure help your sanity – especially at tax time. We can all use a little energy boost at this time of year.
Happy Herd or Mad Cows at Work
December 15, 2006 | Posted in Leading Hartfully, Living Hartfully, Wealthy Woman | By Gaia Hart
Happy Holidays!
I hope this finds you well and enjoying the wind-down of the season and the many festive office parties that are sure to abound. In appreciation for your support and adding light to my world, I wanted to share this pdf version of the new issue of Stephen Covey’s Sales and Service Excellence magazine that features Fun*cilitators and our article on Contented Cows – How to Create a Happy Herd at Work through mixing fun and effectiveness. It hits the bookshelves in January and I wanted you to have a sneak peek – I thought you might like to get a jump on your competition and be the first on your block to get the inside scoop on building a better team.
If you want a copy of the magazine article in a pdf version, send me an email at Gaia@gaiahart.com to get your own copy and share it with others who may be just chewing their cud at work.
We’ve stocked up on our 52 Ways to Have Fun at Work card deck to prepare for the upcoming publication date. If you want 52 more ways to have more fun at work in addition to the article, send me an email or give me a call to order your own card deck chalked full of ideas, tips and tidbits to practice safe stress at work. 866.Fun.at.Work or Gaia@gaiahart.com.
To Your FUNominal Success!
Gail