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"Perhaps you will forget tomorrow the kind words you say today, but the recipient may cherish them over a lifetime."

Topic of the Month from Dale Carnegie Training:  Customer Service

The critical first step in the customer service process is meeting and greeting the customer. Those vital first moments with the customer set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but probable. Customers want to be recognized, appreciated, and treated with courtesy and understanding. For this to happen, you have to be at your best in the meet and greet stage of the service process. You need to know what your customers want.

Do right. Do your best. Treat others as you want to be treated.

- Lou Holtz

Men of genius are admired. Men of wealth are envied. Men of power are feared, but only men of character are trusted.

- Alfred Adler

If people like you, they'll listen to you, but if they trust

you, they'll do business with you.

- Henry Ford

"Praise and attention may easily have a profound effect on an individual's entire life."

Good professional behavior deserves to receive attention as much as bad behavior does. People want to be recognized for the good work they've done.   Remember to

• offer encouragement
• reassure people in their progress
• provide a feeling of victory
• be enthusiastic
• be grateful for all effort being put forth.

"If you aren't fired up with enthusiasm, you'll be fired with enthusiasm." - Vince Lombardi

Our happiness or misery depends on our attitude and not our circumstances.

- Martha Washington

Dale Carnegie's first principle

Don't Criticize, Condemn, Or Complain.
Criticizing another person not only damages that person's reputation,

but puts a dent in our own.

 "You will find yourself refreshed by the presence of cheerful people.

Why not make earnest effort to confer that pleasure on others? Half

the battle is gained if you never allow yourself to say anything gloomy."

Lydia M. Child
1802-1880, Abolitionist and Writer

Give Honest, Sincere Appreciation.
Appreciation builds our image faster than any other practice. After all, the success of every job demands cooperation and effort from others. People contribute to our success as much as we contribute to theirs

People do not care how much you know until they know how much you care.

John Maxwell

Dale Carnegie's third Principle:

Arouse In The Other Person An Eager Want.
As business professionals, we are constantly selling our ideas. But people consent to help for their own reasons, not ours. If we make it clear how our ideas will benefit them, there is no limit to the cooperation we could receive.

 For Example, one day Ralph Waldo Emmerson and his son treid to get a calf in the barn.  They made a commom mistake of thinking of only what they wanted.  Emmerson pushed and his son pulled.  In return the calf did what they were doing; it stiffened its legs and refused to move.  The house maid seeing the situation thought of what the calf wanted and headed to the pasture.  She put her maternal fingers in the calfs mouth and let the calf suck her fingers as she lead the calf into the barn.

Every act you have ever performed since the day you were born was perfromed because you wanted something.   Excerpt from "How to Win Friends and Influence People."

 To build stronger relationships Dale Carnegie says" 

Become Genuinely Interested In Other People.
Regardless of the physical or financial assets a company may have, it's the people who make it successful. They are an organization's key asset, and getting to know them should be as high a priority as learning the technical aspects of your job. The key is to be genuine. Don't get a reputation for only being interested when you want something. Getting to know others should always be mutually beneficial.

"You can make more friends in two months by becoming genuinely interested in other people than you can in two years by trying to get other people interested in you."

Dale Carnegie

"You can have everything in life you want if you will just help enough other people get what they want."

Zig Zigler 

According to the article, Are you Tuned into WIIFM?, states "85% of your happiness in life comes from positive relations with other people, and only 15% of your success and happiness comes from achievement or external accomplishment. Too often we make the mistake of focusing on external accomplishment and recognition while neglecting our relationships."

How happy are you?

The shortest of the Dale Carnegie Principles on how to build stronger relationships:

Smile.
Whether we're pleasant to be around depends less on the situation than on our behavior. Rapport in business is fueled by seemingly minor considerations, such as a friendly, accessible demeanor and a welcoming smile.

A smile costs nothing but gives much. It enriches those who receive without making poorer those who give. It takes but a moment, but the memory of it sometimes lasts forever. None is so rich or mighty that he cannot get along without it and none is so poor that he cannot be made rich by it. Yet a smile cannot be bought, begged, borrowed, or stolen, for it is something that is of no value to anyone until it is given away. Some people are too tired to give you a smile. Give them one of yours, as none needs a smile so much as he who has no more to give.
-- Author Unknown

Remember if you are having a good day to tell your face!!  Smile 

Don't forget we can hear the smile on the phone

Are you still smiling? 

Do you like the sound of your name?  I am not talking about Mom, Dad, boss.  I am talking about your first name and your last name.  It is what it is what separates you from someone else.   

Remember That A Person's Name Is To That Person, The Sweetest And Most Important Sound In Any Language.
Using a person's name is crucial, especially when meeting those we don't see very often. Respect and acceptance stem from simple acts, such as remembering a person's name and using it whenever appropriate.

For example this is an excerpt from, How to Win Friends and Influence People.  "Ken Nottingham,  an employee at General Motors in Indiana, usually had lunch in the company cafeteria.  He notices that the woman who worked behind the counter always had a scowl on her face.  " she had been making sandwiches for about 2 hours and I  was a just another sandwich to her.  I told her what I wanted.  She weighed out the ham on the little scale, then gave me one lead of lettuce, a few potatoes chips and handed them to me.  The next day I went through the same link, the same woman, the same scowl.  The only difference was I noticed her name tag.  I smiled and said, " Hello Eunice," and then told her what I wanted.  Well she forgot the scale, piled on the home and gave me 3 leaves of lettuce and heaped on the potatoes chips until the fell off the plate." 

It is said that listening is more challangeing for people than speaking and it is essential for good communication.  Listening is also essential part of being a good leader.   How do you rate your listening skills?   

Be A Good Listener. Encourage Others To Talk About Themselves.
A business runs on information, so what better way to learn what's going on than following this principle? We must listen with everything we've got. How we listen says volumes about how we think. Be focused, engaged, and sincere      

If A equals success, then the formula is A equals X plus Y and Z with X being work, Y play and Z keeping your mouth shut.  - Albert Einstein

Hi Michelle,

As a team leader I teach listening and I also alert my groups to my personal goal of listening , which requires my refraining from interrupting. I ask them to signal me and publically state my personal goal. This in itself is an assist to self-regulation.

thanks,  Joyce

and our friend Zig.

Joyce that is really taking control and making yourself accountable!! Way to lead by example!! Congratulations!  Have you noticed self improvement?  Has your group been suportive?

When we listen like the prior principle suggests we can hear what the other person wants.  Once we know that we use this next principle from Dale Carnegie.  

Talk In Terms Of The Other Person's Interests.
Truth be told, we spend most of our time thinking about ourselves. Why not create a strong business relationship by putting away our own concerns and talking about what others are interested in for a while?  

How do you do this one may ask?  What if you don't know them?  Ask questions, do some research.  Connect with them and be genuinely interested.  Don't try to do business right away.  For example, Theodore Roosevelt astonished his guests at the range and diversity of his knowledge.  Whether his visitor was a cowboy or a Rough Rider, a New York politician or a diplomat, Roosevelt knew what to say.  His method was simple.  Roosevelt sat up late the night before, reading up on the subject in which he knew his guest was particularly interest.  For Roosevelt knew, as all leaders know, that the royal road to a person's head is to talk about the things he or she treasured most. (except from How to Win Freinds and Influence People)

In life I feel this next Dale Carnegie principle is one of the most important. Each and every person we encounter has value. Why not show our appreciation for that value....sincerely.

 
Make The Other Person Feel Important - And Do It Sincerely.

In our dealings with others, building them up shows we appreciate their contribution. The bond that results can help us withstand the pressures of our own day-to-day struggles

You can make more friends in two months by becoming interested in other people than you can in two years by trying to get other people interested in you.

 Dale Carnegie