Exceptional Care for Your Valued Client is available on Amazon.com

 

Amazon.com

United States

Amazon.co.uk

Europe

We are so excited about the book's release.  Bronwyn, LuAnn and I are very pleased with the reception.
We look forward to hearing and reading your feedback on this cutting-edge book.

"Three things..."

I am both a subscriber to and sender of QuoteActions, an inspirational daily message with an "actionable suggestion" to implement the idea.  My friend Rick Itzkowich is the creator and it is a brilliant program to stay in touch with key people in your life.  Thank you Rick for today's message.  I want to share the screen shot just as I received it this morning.

Of course, I personally was attracted to the spoken word part of Mr. Plunkett's message.

Think about your word choice when you are giving directions, making a bold statement, or sharing a tender moment with a loved one.  Eradicating those "(K)notty Words" will allow you to convey a more empowering message.  That is the key tenet of Remember the Ice.

Those of you who are fans of RTI and the message have "heard me say that" and have "read it over and over" in my postings, articles and books.

I will continue to sing that song, because repetition is the mother of skill and continues as a strong heart beat.

It is a beautiful day here in Anchorage, and I am enjoying it with empowering word choice as my guide.

Empowering Regards to one and all...

Happy Mothers Day

Happy Mothers Day

Great example of Empowering Word choice in this picture

 

Photo Courtesy of Lisa Coleman, League City, Texas

Interesting way to share the message:  No Shoplifting. 

Another Example of a "(K)notty Word" in Action

Now, do you think the following sign would work better?

Are you endorsing a philosophy or a campaign?

The second book in the Remember the Ice series focuses on shifting the paradigm of customer service to providing Exceptional Care for Your Valued Client.  During a recent conversation with my co-author LuAnn Buechler, we touched upon an interesting discussion.

LuAnn has over 30 years experience in the Hospitality industry, and is also an exceptional event planner.  The hallmark of her success is her insatiable attention to detail and providing great care for her clients.

She shared she had worked for a major hotel chain for 5 years.  During that time, they had all of their employees wear buttons or badges that said:  “Yes I can.”  The message to their clients and guests was simply:  Yes, we can take care of that for you.  It relayed to the employees and customers alike that the employee was empowered to say “Yes, I can help you with that. Yes, I can find a solution that will please you and keep you as our customer.”

On first look, this is a brilliant idea.  It is a great philosophy.

As we talked, I asked her if the hotel was still using the buttons.

She said, “No, they stopped a few years ago.”

Now their campaign is:  “You’re more than welcome.”

Think about the difference between a philosophy and a campaign.

Philosophy:  a system of principles for guidance in practical affairs.  The rational investigation of the truths and principles of being, knowledge, or conduct.

Campaign:  a systematic course of aggressive activities for some specific purpose for example:  a sales campaign.

In my opinion, the hotel had an opportunity to keep a philosophy alive and well.  The principle of empowering their employees to say, “Yes, I can take care of that for you.” 

It appears that it was instead a campaign.  There is still a great deal of value created by the campaign; however, campaigns usually have an ‘end date’.  A philosophy is a living system, with no end date.  It has a beginning and an opportunity for an endless effort of implementation.

Are you focusing on a campaign of eradicating your “(K)notty Words” or are you making it a philosophy?

Remember the Ice is a philosophy.  Utilizing empowering word choice to attract the life you want is an ongoing philosophy.

Remember, there is Power in the Clarity of your Articulation.

This philosophy helps you attract the life you want through empowering word choice.

Enjoy your journey!

Sharing the "Remember the Ice" message...

I have the pleasure of sharing the Remember the Ice message to the Inland Northwest Chapter of the American Society for Training & Development in Spokane, WA this Wednesday.  Thank you to Barb Baumann and Judy Alling for providing this opportunity.

It is an honor to speak to fellow trainers about Remember the Ice.  The message will focus on helping to share their messages from an empowering word choice point of view.

As I mentioned in a recent coaching session, the key to this concept is to raise awareness on how we articulate our message.  How we can continually strive for an empowered perspective, even in the face of undesirable circumstances. 

"There is always another way to look at it." 

You might think, that seems a bit obvious Bob.  Well, my experience is that when people are feeling "stuck", they seem to think there is only one way to look at "IT"..... and at that moment, that way sucks!!

You have the choice of how you communicate internally about whatever it is you are engaged in.

Enjoy your decision.

I am delighted Inland Northwest ASTD decided to bring me to Spokane.