Difference Maker

Sitting in a conference room with an HR leader and my client – an executive of a major hospital in Houston – we awaited the arrival of one more person. As our casual conversation hit a lull, I took a deep breath and said, “May I share an observation?” They nodded, so I said:

“There are signs in your nine-story parking garage that say ‘5 MPH,’ yet I saw a lot of people just now taking corners really fast. In fact, one of them nearly hit me. That seems to be inconsistent with the values of one of the nation’s leading health care providers.”

They both laughed and one of them said, “I guess those are only guidelines.”

Right then the third person opened the door and that conversation ended – and I thought clearly my input doesn’t matter.

Two weeks later, I had a coaching session with my client… and as she walked me to the elevator afterward, she said: “There’s something I thought you’d want to know. The day after our last meeting, an email went out to all of our thousands of employees: ‘You are expected to drive safely and obey the signage in all of our parking areas. If you see someone not abiding by this, you have a responsibility to report them.’”

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Full Respect

Today on Memorial Day I heard a reading of this poem for the first time. Written by Lieutenant Colonel John McCrae, MD, after he presided over the funeral of a friend and fellow soldier during the early stages of World War I. Poppy fields were numerous near the burial ground in Belgium. McCrae died of pneumonia about 10 months before the end of the Great War.

In Flanders Fields

In Flanders fields the poppies blow
Between the crosses, row on row,
    That mark our place; and in the sky
    The larks, still bravely singing, fly
Scarce heard amid the guns below.
We are the Dead. Short days ago
We lived, felt dawn, saw sunset glow,
    Loved and were loved, and now we lie
        In Flanders fields.
Take up our quarrel with the foe: 
To you from failing hands we throw
    The torch; be yours to hold it high. 
    If ye break faith with us who die
We shall not sleep, though poppies grow
        In Flanders fields.

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Pet Peeves

For two decades, I have put in writing my ‘view of things’ – first for the magazine we sent to our franchisees when I worked in that industry, then through the e-newsletter I penned for 14 years, and lately this blog. During those 300+ missives, I’ve never listed things that get under my skin… until now. Here are 35…

> Drivers who weave in-and-out of traffic
> Gas stations that still price their product in 9/10s of a cent
> Fast food restaurants that get my order wrong
> Servers who try to grab my plate when there are still a couple of bites on it
> Weathercasters who scare people, then nothing happens
> Needing to send multiple emails to get people to reply
> Texting auto-correction
> Junk mail and junk e-mail
> Cell calls disguised to look like they come from my number
> People who look at their cell phones during meetings
> Typos in newspaper or online articles and especially in books
> Websites that let you read a few paragraphs then say you have to pay to see the rest
> Typing my customer account number into the phone then when the service rep finally comes on the line, having the first question be: ‘What’s your account number?’
> Masters who fail to pick up their dog’s doodle in my yard
> People who cough into their hands instead of their elbows
> People who don’t wipe down the workout equipment when they’re done
> Shaking hands with people who have sniffles (maybe I’m a germaphobe?)
> Those in the men’s room who leave paper towels lying on the floor and don’t wipe the sink when they’re done
> People who missed Matthew 7:5 and John 15:12
> Sermons that last longer than 10 minutes
> Big corporations that slow-pay small suppliers
> Television news programs that are one-sided – either way
> Trash pick-up service that comes at a different time each week
> Light bulbs that burn out sooner than manufacturers claim
> Having to sign a credit card receipt for a purchase under $20
> Airports that have different Security rules for keeping shoes on
> Airlines that have different rules for carry-on bags
> Oil change providers that always find something wrong with the car
> Sporting events that run over and cause our DVR to miss the delayed end of a show
> Fans who stand the entire time at football games
> Movie previews that last 20 minutes before the film starts
> People who look at their cell phone in a theater
> People who explain – loudly – what’s happening during a film or musical
> Cereal prices that stay the same while the boxes get smaller
> Politicians who don’t show conviction in their beliefs
> People who share their pet peeves

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Judge Mint

Chocolate or Vanilla. F-150 or Silverado. Ginger or Mary Ann. Every day at work and at home, life is a continuous stream of choices… and each one has some degree of impact on what follows afterward.

Hit the alarm snooze button one too many times and you’re 10 minutes late for that early morning meeting. Eat smaller portions and skip that frequent glass of wine for 30 days and you drop 10 lbs. Take a different path home one evening and you discover later a serious accident occurred on your regular route that could have involved you.

Since there are so many things you can’t control – the price you pay at the pump, whether Social Security remains solvent when you reach retirement age, what happens at the end of the final episode of Game of Thrones – it makes sense to be intentional about those things you are able to influence.

Teenage daughter going to prom on Saturday night with someone you don’t know? Be at your front door to greet her date… and ask a lot of questions.

New employee starting on Monday? Make time in your schedule to spend with him over the next several weeks to ensure he’s getting everything needed to be successful.

Driving in heavy traffic? Put the cell phone away and stop surfing all around the radio dial.

So many choices. So little time. Yet, so many opportunities to impact outcomes by focusing on the most important things.

Which brings me to… chocolate, F-150 and Mary Ann.

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Surprising Service

Airlines aren’t exactly, shall we say, known for going out of their way to treat customers as you want to be treated. Extra charges for baggage. Extra charges for food. Extra charges for making a change. Crowding another row on the plane then extra charges for seats with more legroom.

Yet, recently, two airlines went out of their way to, shall we say, do good.

Our youngest booked a flight to spend Spring Break at her brother’s new home in Nashville. Then she tore her labrum playing intramural basketball and had to have surgery, which took place hours before my father-in-law died… so she cancelled the reservation. Once things settled down she contacted United and explained the situation, filled out a form, and – voila! – they already refunded the money.

Last week, as I sat in the Calgary airport terminal minutes from boarding, the Air Canada gate agent made an announcement that started with eight words you never want to hear just before a flight: “Ladies and gentlemen, I regret to inform you…” I knew what was coming next. Either “our plane is having mechanical problems” or “we’re awaiting the arrival of our crew.”

In fact, she said, “the entertainment system on our flight is not operating, so I hope you’ll take the next few minutes to download a movie or buy a magazine or book to read.”

To my surprise, once airborne, a flight attendant walked the aisle and handed everyone a card that reads: “We are proud of our entertainment system and regret that you did not have an opportunity to enjoy its use today. As a token of appreciation for your understanding, please accept this offer for a discount on future travel.”

It doesn’t take a lot to make customers feel good about your organization. Perhaps the place to start, shall we say, is with empathy and understanding.

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