Posts filed under 'Customer Service Training'
Start a master list of everything that you intend to bring into your life, for example,
“I have a completely automated system for following up with my clients.”
“My desktop is clear and I always find exactly what I need.”
“I have a reliable and steadily growing income of $2K a month or more.”
“I enjoy a steady and profitable stream of LOYAL new customers.”
“My records are complete, up to date and in perfect order.”
What’s powerful about this is that you are releasing your intention into the creative process. Even if you don’t always believe in them 100 percent at first, by writing them down, you are choosing to put your focus, feeling and faith into what you intend to happen in your life. Just by taking this action of writing a Master List you will find yourself expecting them to happen.
Be grateful when your intentions do happen.
Here are some more tips on creating your Master List:
Give each intention its own line.
Give each detail of an intention it’s own line.
Once you have completed the list, let it go. You’ve planted the seed, you don’t need to keep digging it up to make sure it’s there. It is there and it will grow. Rock N Roll Jeff & Val
October 15th, 2009
Start a master list of everything that you intend to bring into your life, for example,
“I have a completely automated system for following up with my clients.”
“My desktop is clear and I always find exactly what I need.”
“I have a reliable and steadily growing income of $2K a month or more.”
“I enjoy a steady and profitable stream of LOYAL new customers.”
“My records are complete, up to date and in perfect order.”
What’s powerful about this is that you are releasing your intention into the creative process. Even if you don’t always believe in them 100 percent at first, by writing them down, you are choosing to put your focus, feeling and faith into what you intend to happen in your life. Just by taking this action of writing a Master List you will find yourself expecting them to happen.
Be grateful when your intentions do happen.
Here are some more tips on creating your Master List:
Give each intention its own line.
Give each detail of an intention it’s own line.
Once you have completed the list, let it go. You’ve planted the seed, you don’t need to keep digging it up to make sure it’s there. It is there and it will grow. Rock N Roll Jeff & Val
October 15th, 2009
I’ve been running a motivation and training company for many years and these are interesting times for small businesses. One thing that sustains me is my attitude. No matter what is going on, and how bad it gets I have the choice to handle it in a great way. I love this quote from the old movie, Chitty Chitty Bang, Bang. “From the Ashes of Disaster, Grow the Roses of Success.” That song resonates within me whenever I am in a difficult or depressing situation. Life seems to throw us curve balls from time to time; it’s not about winning every time, it’s how we handle the upsets. And these interesting times will soon become the best of times. All the best, Jeff.
October 7th, 2009
I’m reading a small book called The Science of Getting Rich by Wallace D. Wattles. Originally published in 1910, when steam railroads were hot, his words still ring true, “There is abundance of opportunity for the person who will go with the tide, instead of trying to swim against it.”
We’ve all heard the concept; go with the flow; yet how many of us put our boat in the current of life, then paddle like crazy to get upstream instead of letting the boat drift downstream to where all the new experiences abound. Like what happened to my business just a couple of days ago. We were bidding for a large contract alongside a few other competitors, and we lost the bid. At first it was disappointing, and I could have been upset about losing, then I realized we obviously weren’t meant to get the job. If we had, we’d be doing the work right now. So I turned my attention to the flow and asked myself, ‘What right action do I need to take to keep me flowing downstream along with the current?”
I began by focusing on the good things in my life, of which there are plenty: my grandchildren who are such fun, my daughters who are amazing, my wife whom I love, my nephew who is flying in from the UK to spend a couple of weeks with us here in Chicago. I focused on the fact that I have food in the refrigerator, enough that I can help out at our local food pantry from time to time, I felt grateful that I have a roof over my head, a place to shower, a closet to hang my clothes, a car to drive me places. There are so many things to be grateful for if we just look for them.
The next day, we got lots of opportunities flying in the door: Super Service with the Police Force in the UK, and with HSBC in Panama City; Keynote talks with Dannon and Concordia University in Austin, plus a couple of great quotes: Richard Daly, CEO of Vodafone Global Partner Markets, “Jeff brings a common sense approach to the fore with his Business Imperatives for tough times.” And, “Jeff has brought his positive attitude in his dealings with two major firms where I have been fortunate to be CEO. People still talk about Jeff and his “winning ways” and we still use his “Super Service” attitude and methodology. We pride ourselves on client approval and this month have a 96% customer approval rating where our customers would recommend us to a friend as a company to do business with. The lessons Jeff taught us are remembered as both enjoyable and financially sound. We are about to embark on a new campaign with MJ Learning as we integrate another acquisition into the fold.” Roy J Sunley, CEO, PPI Group
It doesn’t get much better, plus I also coached some sales people right here in Chicago and felt rewarded by their enthusiasm and passion. I believe that if I had kept my mind on one lost piece of business, I would have remained upset and none of the above would have happened.
In the Science of Getting Rich which you can download free from the internet, Mr. Wattles says, “There is a thinking stuff from which all things are made, and which, in its original state, permeates, penetrates, and fills the interspaces of the universe. A thought in this substance produces the thing that is imaged by the thought. Man can form things in his thought, and by impressing his thought upon the formless substance can cause the thing that he thinks about to be created.”
I know, its heavy stuff, but what he’s really saying is that you create your life by your thoughts. If you are thinking about, and focusing upon the things that are going wrong in your life, or the people who upset you, or the situation you dislike, then you are bringing more of that into your life. You become the person who keeps telling the same sob story over and over until people start hiding when they see you coming.
I’m not saying that you don’t know these things exist, yes, you still know that you don’t like this particular person and that you have bills to pay, taxes to sort out and maybe health issues to overcome, but instead of focusing on the things you don’t like, put your attention elsewhere on the things that you do like; on the things that you want to grow in your life.
I once employed a telemarketer who was great at her job, but wanted to spend a lot of time talking about herself and her family. My job was to keep her on task, so when I was with her, I kept bringing the conversation back to the business, “That’s great, I’m happy for you, and how is it going with Dave at Motorola?” “Good for you and how many phone calls have you’ve made so far today?”
You do not have to be at the affect of other people or situations. I always say it when I’m teaching Super Service, “If you don’t enjoy your job, find another one.” Or, start to enjoy the one you have, because, chances are, if you don’t like this job, you will get another job, and end up not liking that either. It’s not about the job, it’s about you. Appreciate your job. Look for things you enjoy about work, like the money you earn, the skills you’re learning, or the difference you make in other people’s lives.
Start right now to go with the flow of your life. Remember, everything begins with a thought. Wallace Wattles said, “The riches you receive will be in exact proportion to the definiteness of your vision, the fixity of your purpose, the steadiness of your faith, and the depth of your gratitude.”
Here are some questions that will help you focus on having an amazing life:
1. Describe your vision in five words or less.
2. On a scale of 1 – 10, 10 being highest, rate the following:
a. How fixed is your purpose?
b. How steady is your faith?
c. What is the depth of your gratitude?
Don’t worry about your answers; this is your starting point. Change begins with awareness. You can’t drive to a destination without first locating where you are on the map. And that’s what you’ve just done. YOU ARE HERE. Be grateful for being here right now, and build on your gratitude. Look for things to be grateful for, and your purpose will unfold. Rock N Roll Jeff
July 3rd, 2009
I was talking to a friend whose daughter has just had a breakup after 2 years of being together with her boyfriend. She wanted to start a family; she’s 33 years old and he didn’t. I guess he said things like, “I love you, but I’m not good enough for you.” It reminded me of a movie I recently saw called, “He’s just not that into you.”
If someone wants to be in a relationship they don’t say, “i’m not good enough for you,” they say, “great, I’m going to do whatever I can to be in this relationship.” And if he didn’t want kids, then he would say, “I just don’t want kids right now.”
Being in a relationship is about honesty and having the courage to say what we want and what we don’t want. But I think we’re so scared of not being liked, we just go on and on not feeling quite right, but not willing, or just not sure what to say. Then one day….boom…we’re out of here!
Don’t let that happen to you. Have the courage to say what you feel. Communicate about your feelings. Of course we always want to ask ourselves, ‘is it wise, is it necessary, is it kind?’ And then, if you answer yes to those three questions, then go and communicate. Don’t wait until it gets so bad that a small problem becomes a huge issue. Communicate, communicate, communicate. Rock N Roll Val & Jeff
April 14th, 2009
I (Val) woke up in the middle of the night and thought, “what if…” then a whole series of worries started to pop into my mind. What if we lose our money, our house? What if I get sick? What if Jeff gets sick? What if other people I love get sick? What if we don’t get any business? What if….” So I got a book and read. It seemed the only way I could turn my mind off the worrying. Finally, I fell asleep again.
When I woke up the next morning, I felt great. The sun was shining. I was still here. Jeff was still here. Everyone was well. Everything was working. Business was still going well. And I realized that most of our worries are in our heads. It’s so easy to worry. In fact….worrying is really just a way of stopping being positive.
Being positive about things takes a certain way of thinking. It means being thankful for what we have. Being grateful for what we have. Accepting things the way they are and being amazing whatever is going on. So just for today, be great. Think about the good you are dong in the world. Think about the positive energy you send out, and keep your focus on that. When you worry, you just open the door for more things to worry about–don’t do it. Read an uplifting book, watch a good TV program, talk to an uplifting friend, go for a walk, clean your home, make a good, wholesome meal…do anything but do not worry. This is one life we have….lets make it a great one! Rock N Roll Val & Jeff
March 13th, 2009
We just got back from a sailing trip. It was great being at the helm, hoisting sails and all that sailing stuff. What I noticed though was, that I was out of shape. Running about over the deck, propelling ourselves into dingies, rowing to shore and generally scampering about like a teenager, definately took its toll. Jeff seemed to fair better than I did, but me, I really needed to kick up the fitness regime.
So that’s what I am doing and it feels great. And what I love about TV is that there is no need to spend a fortune on personal trainers, or even go to the gym….there’s lots of exercise programs with weights and cardio to do right at home, in your living room and get a really good workout.
So with that in mind….get yourself ready for spring, and put a leap in your step. Exercise, eat healthy foods and feel motivated to have an amazing life. Rock N Roll Val & Jeff
March 11th, 2009
It’s amazing to see people walking across the frozen lake. Ice fishermen drilling holes and fishing. It’s amazing that there are fish swimming about in the freezing cold lake.
And soon it will be spring, and then summer and the flowers will be blooming and the grass green….then it will get really, really hot!
So what’s it all about? It’s about being in the now. Whatever the season, the temperature, the world view–you and I always have a choice to move our mind to a better place.
Some people hate the cold, others love it. Some people love the hot, others hate it. Which camp do you want to be in? The ice fishermen loving the frozen lake, or the complaining people hating the ice? Or maybe somewhere in-between. It’s all a state of mind. So what state is your mind in today. Whatever it is…make it a good one. Rock N Roll Jeff & Val
February 17th, 2009
We met with an old friend this morning and it was great to chat about things. And then it’s back to work. Editing the 2nd Edition of Super Service…checking words, answering questions that the publisher had put forward, making changes, adding things in.
And that is life…meeting with friends, doing work, having down time, doing more work, creating a great life.
And I realize that one of the most important things that I did this morning was to be on time. We were on time meeting our friend. On time with getting edits back to McGraw-Hill, on time answering emails. It makes the world work when we all take action on the things that we are supposed to finish.
So for today, when you read this, take action on just one thing that you need to finish. Complete just one thing and you will feel great! Rock N Roll Val & Jeff
February 13th, 2009
Love is the most powerful emotion on the planet. It holds people together in tough times, and is sprinkled like magic dust over people when things are going well. But, what I love most about love is that it comes in all different shapes and sizes. I just went to see my 6-year-old grandson give a piano recital at the Suzuki Music School in Chicago. I’d heard him practicing Clair de Lune for weeks, his little fingers stumbling over the keys, his face scrunched up in concentration, determined to strike the right chord, so I was happy to see him display his talent in front of an audience of parents, family and friends.
But, I knew there’d be twenty other kids doing their recitals too—so I was not expecting to be riveted to my seat—it was more of a supporting role that made me go!
We got there early and found good seats at the front. Among the throng of people, I noticed a young man in the corner with his back turned, tuning up his cello, and I thought, ‘wow he’s taking a really long time to tune that thing up!’ I’m not a musician, so what do I know? Finally, after a few false starts, the head teacher came up and started off the recital by saying, “some of the pieces are quite long, so sit back, relax and enjoy!” And I thought, ‘oh no! We’re going to be here for ever.’
As she left the stage, the young ‘tunor’ walked on with his cello and sat on a chair. I peeked at the program and saw he was Ben Manis, playing Concerto in D minor, 1st Movement, and I thought, ‘okay this is probably the long one!’ He was accompanied by a pianist and after the briefest of nods like an invisible, baton they began.
Don’t get me wrong, I love all kinds of music, classical too, however I’m more inclined to the Beatles, Faith Hill, or even the Ink Spots, but when I saw and heard this cellist, I felt so uplifted, time stood still. It wasn’t simply the deep, melodious notes, the bowing, or intricate finger movements, it was the expression on his face—it was pure love—he really loved playing; and I thought of all the hours he must have put into practicing, because he didn’t have any music in front of him, he’d learned and memorized every chord by playing it over and over and over. Sitting somewhere alone, so that he could play without disturbing his parents or roommates—just him and his cello, making beautiful music. More often than not, probably, missing chords, getting it wrong, being frustrated but in the end, the love of music keeping him going until this one day, here he is, sitting in front of me and my family playing! How amazing is that?
After he finished we applauded and I thought, ‘okay, that was the long piece and it was really good, now I just have to make myself be in the now and enjoy the rest.” So I sat back and watched all these little kids walk up one after the other, with the teacher adjusting the piano seat and the foot stool so they could reach the keys to play songs like, Mary Had a Little Lamb, London Bridge and Arietta. After my grandson, Armando had played his rendition of Clair de Lune and gotten over the fiddly little bits with hardly a hesitation, I could once again breathe, and even thought, ‘maybe we can sneak out now,’ but of course we couldn’t because we were on the front row. And I’m glad I didn’t because next thing, this very slight, young woman walked up front and center with her violin. She too had an accompanist and I looked at my program to find her name: Anna Papierniak, Violin, Sonata No. 3 in C Minor; Allegro Molto. I have no idea what all that means, but I know it’s probably going to be another long piece.
She too gave her pianist the slightest of nods, then, holding the bow high, closing her eyes and taking a deep breath she began….it was a transformation in front of my eyes. This slight, young woman suddenly came alive with passion, empathy and a deep connection to music. And here’s what makes me believe in the power of love; this music was written hundreds of years ago, by someone called Edvard Grieg, who was born on the 15th June, 1843 in Norway. Did he ever imagine that his creation would eventually be played in Chicago by a young woman who also loved to play notes of love.
It was like being part of a sound track being laid down for a classic love story. My heart opened, and I felt a surge of love that I have never experienced in this way before. I mean, I’ve always loved music, but to see it played by someone who really loves playing, is truly inspiring. I even felt tears in my eyes, and after she had finished, I looked over at my daughter and could see by her full eyes, that she’d experienced it also. And so the feeling was even heightened. Love being shared by someone I love.
Anna was followed by some more Clair de Lune and finally, a proud father playing on guitar, accompanying his young daughter on violin playing Solder’s Joy Davy Nick Nack Miss Forbes’ Farewell to Banff. And I thought about all the love of music that exists on this planet. It’s truly how we express our joy and our love—what a miracle—but how did it start?
Did the cave men and women finish dinner and hammer out a tune with the discarded bones; tap their feet to some ancient, primeval vibration. I’m sure you’ve seen universe written out as UNI-VERSE—One song. But really, who made the first piano? Who thought to tie horse hair together to make a bow for a violin and then a bigger one for a cello? So although I thought of writing a piece about the usual kind of love we have—love for each other, for families, and friends, I find myself thinking about the love of the uni-verse, this one song that we are singing together.
I think about all the millions of people pursuing their passion, sometimes alone, sometimes with others, but always connected to a very powerful vibration of love that comes from deep within the soul of this round spinning orb we call home. Love is what keeps us together, feeds us with joy, happiness and enthusiasm.
So whatever you are doing in this moment, take in a deep breath of love. Love in, love out. Breathe in the uni-verse, the one song that we all share together. The deep connection that we have to each other, because whether we are in tune with it or not, it is ever present; a melody, a chord, a song we call the uni-verse!
Here’s a short meditation to connect you to the musical experience of love. Read through, then close your eyes and enjoy the love. Imagine you are a musician, and you are being brought a beautiful instrument to play—it can be a piano, violin, cello or some other instrument that is being gifted to you now to play. Feel the vibration of the musical notes emanate throughout your body, mind and soul. Allow every part of yourself to open to the uni-verse, the one song that we all sing together—the song of love. Rock N Roll Val & Jeff
February 12th, 2009
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