Lessons Learned – #1

For the past 10 days I’ve shared the top things I learned during 2011… from our December e-newsletter. Number one focuses on an organization that’s doing good things. (Remember, there are still a few hours remaining to make a donation and get that year-end tax deduction!):

Helping Others – Finally, if you’re looking to support a worthy cause at year-end, consider Helen Keller International, which operates in 22 countries and puts 85% of donations to work for those in need. Founded nearly 100 years ago by its famous namesake, HKI seeks ‘to combat the causes and consequences of blindness and malnutrition.’ A $25 contribution will provide prescription glasses for a child. Blessed by your generous gift of vision that youngster might grow up to impact the world.

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Unpleasant Experience

Customer service is one of the ‘givens’ companies have to deliver well… especially when folks come to them with problems. Disney uses the word ‘recovery.’ I prefer, ‘We pay you money, so fix it.’ A problem is the reason I called the phone company this morning, needing to find out how to change the fact we couldn’t access voice mail.

The first person transferred me to a second who – unable to assist me because ‘that’s handled by another department’ – transferred me to a third. After a computer-generated voice prompted me to enter our primary phone number for the third time, a woman came on and said, “May I have your phone number, please?” (Really? You guys handle a bagillion calls every day and you have to ask my number after I entered it three times!)

Our conversation went something like this:

“Sir, I understand you’re having a problem with your phone lines.”

“No, we can’t access voicemail. I’m calling you from our phone line.”

“Did you know we have a troubleshooting guide online?”

“Yes, I do. In fact, could you let someone know I tried that five times before calling, and each time after entering our phone number it kicked me back to the home page.”

“Yes, all you have to do is enter your phone number…”

“You’re not hearing me, ma’am. I tried that and it didn’t work.”

“Let me explain the steps, so next time…”

“Ma’am… could you please stop speaking and listen. I need you to tell me…”

(Loudly) “Sir, I’m only trying to help you.”

“Monica, I have yet to raise my voice and you seem to be getting frustrated. After 15 minutes, would it make more sense that I should be the one who’s frustrated?”

(Still loud) “Do you want my help or not?”

“May I please speak to your supervisor?”

“Absolutely.”

From that point, a wonderful – and quite apologetic – woman named Julie came on and her first words were: “Did anyone tell you there is a problem in the Houston area and we’re working to fix it as fast as we can?”

I laughed, she apologized further, and within five minutes taught me how to listen to voice mail online. Then she told me about an App that allows us access from our iPhones. I thanked her twice, and – knowing the call was being recorded – said, “When you work to train Monica, please let her hear how you listened and promptly solved my issue. You did great.”

In your business, no matter how big or small, make sure everyone who comes in contact with customers understands the right way to speak with them… especially anyone whose title contains the words ‘customer service.’ If they fail, it reflects on you.

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Thinking Young

So I guess this is the way it’s going to be from here on out. Having turned 50 in June, I have received at least three direct mail offers in the last few months from AARP about joining their organization. Really? I have 10 more consecutive years of kids’ college tuition to pay – having only completed the first two. Plus, after the ‘lost decade’ of investment earnings, any thoughts of retirement aren’t circling around my head.

The good news is I can still run five miles in under 43 minutes – and my endurance continues to increase in the swimming class I began 10 weeks ago. I had a heart CT scan two weeks ago that came back perfectly fine, and later this month there’s that wonderful procedure us older folks get to enjoy called a colonoscopy. Ah, the fun that comes with the changing of the calendar.

At the recent Pro Football Hall of Fame ceremony, the first speaker was former Detroit Lions defensive back Dick LeBeau, who started his playing career the year before I was born and retired form the NFL in 1972. He’s spent the past 38 seasons as a coach and earned two Super Bowl rings this decade as defensive coordinator of the Pittsburgh Steelers.

Dick LeBeau will be 73 years old in a few weeks. He looks 20 years younger, and so far this year has shot his age on the golf course 18 times. The final minutes of his induction speech really impacted me… and I repeat them here in hopes they’ll touch you too:

“Life is for living, folks. Don’t let a number be anything other than a number. Don’t let somebody tell you that you’re too old to do this or too old to do that. Stay in life. Life is a gift. It’s a joy. Don’t drop out of it. Don’t let somebody else tell you and don’t let your mind tell you.

If I would have gotten out of my life’s work at 65 or 67, when they say is the age of retirement, here is what I would have missed, folks. I would have missed not one but two World Championship football teams that I got to be a part of…. I got to be a part of a number one defense that statistically had the lowest numbers in the last 35 or 40 years. I had my number retired from my high school. Had a building named after me in my hometown. I made the Detroit Lions all 75-year team. I was accepted into the Ohio State University Athletic Hall of Fame. Now tonight I guess when I sit down, get off this speaking, which I’m gonna do, I’ll be in the NFL Hall of Fame.

My mother always said, ‘Onward and upward, age is just a number.’ God love y’all. Thank you.”

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Money Isn’t the Answer

Continuing counting down the Top 10 things I learned in 2009:

#3

Hold That Tiger – Dan Jenkins, the legendary former SI writer and author of many humorous sports novels, once described the “10 Stages of Drunkenness.” Number one is ‘Witty and Charming.’ Four is ‘Clairvoyant.’ Six is ‘Patriotic.’ Nine and Ten: ‘Invisible’ and ‘Bulletproof.’ In the last three weeks, we learned the invincible Tiger Woods was drunk on power and wealth. The meteoric fall from grace of another high-profile celebrity is a reminder that happiness does not come from money and fame. If it did, then so many blessed with so much wouldn’t act so little.

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