Did you watch?

American snowboarder Chloe Kim won Gold in PyeongChang last week

There's so much competition in the Olympics, but only a few winners. What helps winners win?

Choosing to focus on what’s in their control and visualizing success.

An athlete can’t change how prepared their competition is, how cold they are, or how distracting Johnny Weir and Tara Lipinski's coordinating outfits are. But they can choose to focus on what’s in their control.

One technique that Olympians use to enhance this focus is visualization or mental imagery.  Before they compete, they imagine themselves running through their event, thinking through the movements, and winning.

Take a moment to think through your day before it happens, and imagine it going really well.  Play through some typical interactions and handle them in medal-worthy fashion.  Then head back to reality and enjoy your day.

Eyes on the prize

Have you been watching the Olympics? The athletes are achieving great feats, breaking records and winning medals.

This here is Red Gerard, who overslept then lost his jacket the day that he became the first American to win Gold at this year's PyeongChang Olympic Games.

How did he do it? He ignored all the road blocks in his way and kept his eye on the prize.

Do you ever get:

• Thrown off your game by an upset or intimidating caller?
• Frazzled when someone asks about price?
• Upset when they threaten to leave?

Today when you get that tough caller, keep your eye on the prize by being patient, actively listening and offering empathy.

The prize?  Happy Customers. :-)

Showing clients some love

It's that time of year again. Florists are sold out, and it's nearly impossible to get a reservation at your favorite restaurant.

On top of that, 2018 is finally hitting with full force. Phones are ringing off the hook and inboxes are seemingly always full.

How can we stay sane in this crazy technology-driven time?

Make it human. Show your clients you care by having a real conversation with them about the stress they're probably under as well.

An example of being human...

Just this week we had a graphic design dilemma, well it wasn't that bad.  Our Ward Certified brand green is CMYK 50/10/100/0 and our black is 0/0/0/100.  A product we ordered came in 0/0/0/90.  I know right! It's horrifying. 

Anyway, I emailed our graphics guru and fully expected a "Well, you should have..." email.  Instead we got a "Yikes how strange, Let me review the files. The black should be 100 k (which is 100% black). I'll give you a call after my review, thanks for bringing that to my attention." and a phone call. 

I was expecting the worst and I got the best.  #customerforlife

Happy Valentine's Day, 

xoxo

The Ward Certified Team

Rock, Paper... People

Copyright: 123RF

Take a quick look at your desk.  What do you see?

Lots of paperwork? I thought so.  

Chances are, your job involves a lot of both paperwork and phone work, and sometimes the ringing phone feels like an interruption. That feeling can lead to a greeting that sounds rushed or unhelpful, sending your call off to a rocky start.

This week, aim to catch yourself thinking: "Arghhh – the phone is ringing!" and say instead: "Yay, the phone is ringing!" or "I’m gonna rock this!"  Then your greeting will sound professional and friendly, ready to handle anything.

Smile, Breathe, Rock On. You got this!

YAY you!

Copyright: The Ellen Show

Here are two steps for a better 2018.

Step 1:  Keep a file of the good stuff you do. Maybe it's a digital folder of emails thanking you for a job well done, or perhaps it's a hard copy file with written thank you notes you have received.

Step 2:  When the day isn't going the way you planned or you get a tough caller, review your Yay Me! file for a reminder of your awesomeness.

Repeat as needed... Yay you!

Stuff Happens

Copyright: 123RF Stock Photo

If you’re in the business of providing customer service (and who isn’t?) then you know that things will go wrong.  Yes, please work on reducing the number of times things go wrong, but this note is about how to handle the conversation – in an email.

What your customer needs when they share their concern is to feel heard, valued and to know what’s up next.  

I had an interaction that did just that a while ago and thought I’d share.
Notice the difference between a robotic, “We’re sorry for the inconvenience” and this reply:

"Thanks for reaching out, and huge bummer to hear the sizing wasn't perfect for you. We can definitely exchange that Medium out for a Small.

I'm attaching a return label for you to print, pop on the box, and hand off to your local postal worker. Once we receive your lid* back in our warehouse, I'll ship you out a Small.

Have a great afternoon." 

*lid – it was a bike helmet.  These days I only dream of returning a medium for a small. :-)

How do you apologize and make it right in your emails to customers?

If you’d like help with ideas on how to personalize, humanize and empathize your emails drop me a note.

Happy Feet

Don't let the cold weather make you sound cold.

Copyright: 123RF Stock Photo

Thought for the week: Bring your cozy slippers to work.

Here's a secret about me: When it's cold outside, I wear my toasty Uggs to warm me up. They warm my soles and my soul, which makes me exude kindness over the phone. 

Tip: Switch back to your regular shoes for meetings, treks to the printer and one-on-ones with your boss. 

How are you staying warm?