Holiday gift idea

by Rebecca Morgan, CSP, CMC on December 2, 2014

Need a gift idea for someone who doesn’t need another tangible item andTWCCTW likes to help others? Buy a well in their honor for villagers in Cambodia. For only $300 we can build a well that will provide fresh water for up to 20 families, thus allowing them better hygiene, health and prosperity. They can grow vegetables to supplement their diet and trade with neighbors.

The well will have a plaque saying what you’d like, such as “In honor or …” or “In memory of…” if you want a living memorial to someone special. You can choose the plaque’s wording. We’ll send you photos once the well is built for you to share with the donors or honoree.

If your parents or siblings have all they need, why not donate something in their name that will make a huge difference? Several relatives can go in together. It would be a wonderful gift to anyone who’s lost a loved one, in the loved one’s memory.

I’m on the board of Together We Can Change the World which arranges for these wells to be built in Cambodia. Our focus is funding projects that make a difference in the health, education and future of women and children in SE Asia. More info  or email me.

Or if you’d rather donate to our general fund, we’ll ensure it goes to worthy projects. Click the donate button on www.twcctw.org.

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Are you giving lip service to great service at customer events?

by Rebecca Morgan, CSP, CMC on December 1, 2014

Customers look at where you’re being congruent with what you say and what you do. When you say you believe the customer comes first yet act differently, the disconnect can be jolting.

When people are faced with conflicting information, they choose to believe the one that matches their view of the world. So if your inconsistencies are rare, people will continue to believe you are customer focused. But the more instances of inconsistencies, they will believe the opposite.

Recently, I attended a conference for 1500 Bed and Breakfast owners. The conference organizer is known in the industry for his focus on creating memorable guest experiences.

Yet, over and over again I noticed practices that weren’t congruent with the concept of guest comfort and regard.

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Why do we put up with bad service?

by Rebecca Morgan, CSP, CMC on November 20, 2014

Many of us denounce bad service and announce we will not frequent businesses that have such service. Yet we sometimes do.

Why?

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What’s your perfect world?

by Rebecca Morgan, CSP, CMC on November 10, 2014

Scott Friedman, CSP

My friend professional speaker and author Scott Friedman has a mantra for working with others. As he explores how they will work together, he asks, “What does your perfect world look like for our working together?”

The person then explains what needs to happen — or not happen — to be their idea of the perfect situation relating to the job or project.

He says, “I’m going to do everything I can to make your perfect world happen. And here’s mine.” He then explains what would be the perfect scenario for him.

It’s amazing what it creates.

People are enthusiastic about the partnership as they know he’s going to work hard to provide their perfect situation. And he’s clear on what he would like so they, too, can provide that for him.

If things start to veer from the perfect world, he can say, “This isn’t what we described as our perfect world. Do you want to modify the perfect world scenario or shall we reassess what we should be doing?”

Scott has used this when hiring assistants, working with partners and other colleagues. Try it with those you already work with or are exploring working together. See what develops.

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Ways to further infuriate an upset customer

by Rebecca Morgan, CSP, CMC on October 1, 2014

I’m remodeling my kitchen and selected the granite fabricators based on my neighbors’ reports on their great customer service. I found that to be true all along the way until the end.

When the granite was installed, we discovered they’d made the sink cutout template wrong so the overhang over the sink was right on three sides but not on the front. My contractor had several discussions with the rep beforehand ensuring the overhang was to be the same on all 4 sides, and reiterating it with the guy sent out to ensure the job template was right before cutting the stone.

It may not seem like a big deal, but 3/8″ can make the difference between brushed crumbs landing in the sink vs. on the sink edge, which would be a pain to clean.

When the granite was being installed, my contractor pointed out the problem immediately to the installers. The three installers wanted to scrap the $800 piece of granite.

I called the fabrication rep immediately and left him a message.

My contractor and I explored my options. If we made the fabricator tear out the granite, it would cost them $800 for the granite, 3 guys 2-3 hours at $50/hr to tear it out and install the new piece, an hour of fabrication time, plus repairing any damage to the cabinets. All in all, we figured the company would be out close to $1500 to make it right.

A week later, no word from the rep. However, I did get a bill, minus a 3.2% discount for the wrong template.

What????

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Are you unknowingly insulting others?

September 29, 2014

For 3 months I’ve interacted daily with my remodeling contractor. He’s a sweet, thoughtful man who goes out of his way to make sure I’m feeling good about his work. He recently shared with me that a new woman client refused to give him a key or use a lockbox at her house — she […]

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What sayings are holding you back?

August 11, 2014

When I hear someone declare, “There’s nothing new under the sun” I want to scream, “Have you not been alive the last 10, 20, 30 or 40 years?” So much new has been invented you’d have to have been living under a rock to believe the trite saying they so adamantly express.

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The theater of AT&T

August 7, 2014

I’m not talking about an actual physical space, but instead, of the verb form. An action that is just for show. While doing some work on my house, the crew accidentally messed up the outside box where the wires come into my house. I have VOIP through Comcast so wasn’t sure the wires were even […]

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Lesson from a proud vendor

July 15, 2014

My visit to the summer farmers’ market yielded a delightful feast for the eyes and mouth. The bright-colored fruit and veggies were displayed with gusto. The abundant fruit samples at the many stalls were succulent delights. Approaching a vendor displaying large watermelons, I asked “Would you do half?” He nodded yes. “How much?” “Five dollars” he responded […]

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When you need to give a hug

July 6, 2014

When I stepped on the hotel elevator on the second floor, the only other person inside was a twenty-something woman. She was crying but working hard to not. Yet she couldn’t stop. I have been there — something hurts so badly you can’t control the emotion, even when you’re in a public place and you […]

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