Create Your Container

I’m not good at reading blueprints or visualizing a house as it’s being built.  I just can’t see it.

But I love decorating the interior once it’s built. I get excited about deciding where to put the sofa, the end tables and the artwork. I need a container in order to be creative.

When we went suddenly remote, we lost our containers. 

We’re working in a new place, with new co-workers (family, pets and neighbors) and a schedule that looks more open but fills up fast. It can be overwhelming- and we wonder why we can’t focus.

Today’s Tip: Take some time to design your container. 

This is the new normal, so let’s get the home office set up in a way that inspires you and helps you focus.  

• Do you need more space?  You can probably move somethings into the garage or out of the house. Will I ever wear my suits again?  

• Do you need less space?  Maybe you need some dividers between you and the family.  Stack some books, move a lamp, place a chair strategically.

• Do you need boundaries?  Block your calendar.  Use that commute time for an extra long walk, actually eating breakfast, and listening to an empowering or reassuring ted talk.

• Do you need some structure?  Get a timer and decide in advance how long you will work on a project.  A focused 20-minutes is more rewarding than an unfocused 40.

Caterpillars create a cocoon to transform into butterflies. Have you created your container?

Feel free to join us again for free coaching calls or pass this along to someone else you think might be interested. Remember:

· Log-in, turn on your camera (we need to see faces, beards, backgrounds and bad hair days)

· Type your challenge or concern into Chat

· NEW! Our meetings will require a password, which will be listed in the invite.

I’ll give you insights and practices to take back and use right away.

When: Wednesday, April 15th

10 am CT - Team Members click here

12 pm CT - Managers  click here

Choose Funny

You're separated from your desktop and other humans, so chances are you're checking your phone a million times a day. They are so darn handy, but right now, it's easy to see or read something that leads to fear, anger or sadness.

Good news, you have a choice. Choose funny.

• Replace that  business book for a light-hearted novel

• Skip the scary movie and watch a rom-com

• Check out BuzzFeed for a silly quiz or challenge

• Learn something new on Youtube #homewithme

• Follow something funny on Instagram

Ward Certified picks: @dogsbeingbasic  @natgeotravel  @elarroyo_atx #instapuppies

Now, more than ever, we need some fun. Find some humorous sites, books, and movies to watch to balance your perspective.

Our invitation still stands - join us for an open coaching call this Wednesday

Wednesday, April 8th

10 am CT - Team Members click here

12 pm CT - Managers  click here

Stay inside, stay safe and stay connected,  Ann

A K-Cup in the Keurig

If you’re like me you’re feeling stressed, fat, anxious, skinny, nervous, lazy, overproductive, underproductive, bored and frizzy- and it changes hourly. Why? Because there are a million things out of my control.

Today’s tip is to choose one thing you can control. 

I’m a huge Dunkin’ fan. I love starting my day with a Medium hot black coffee picked up at the drive-through. But that won’t happen right now, while we’re sheltering in place.   

Instead, I put a Dunkin’ K-Cup in the Keurig and press brew.

By choosing one thing a day that I know I can control, I stay caffeinated and grounded.

 What one thing is in your control today?

BTW our Free Group Coaching Calls continue this week.

Wednesday, April 1st at 10 and 12

• 10 am CT - Team Members click here

• 12 pm CT - Managers  click here

Stay inside, stay safe and stay connected. -Ann

WFH - It's what's Happening!

And just like that, we’re working from home. Here at Ward Certified, we know that;

• Some of you have been asking for this.

• Some of you have been trying to get your team to work remotely.

• Now we’re all in it together – alone.

Today’s tip is to exercise.

Chances are, when you went to the office, you had a routine.  Did it include a workout?

Did it include walking around the office and getting some steps in?

I’ve heard from some of you that your daily steps have gone from 10,000 to 300. That fridge is pretty close!

So today find something you can do to get the heart rate up and the blood flowing.

• Lululemon is doing online yoga classes on Instagram

• Audible has workouts

• Fitbit has virtual coaches

We’re hosting more free, open coaching calls Wednesday at 10 am CT and 12 pm CT. Follow the links if you’d like to chat!

We're Back!

Oops - Ward Certified had a glitch with our e-couragements but we’re back and ready to help!

What did we miss? Oh yeah, the Coronavirus meets Customer Care.

There is so much out of our control right now, let’s focus on what’s in and how you connect with customers and colleagues:

In-person

• Wash your hands

• Don’t touch your face

• Put 6-feet between you and others and try a new handshake.

Click here for some of our favorite options

Over the phone

• Use your active listening skills to let your callers vent and share their experience.  It will help them feel better.

• Acknowledge their experience as true for them.  “It’s easy to feel that way right now, I hear you”

• Reassure them that you and your company are there for them.

Through the screen

If you, like other companies, are starting to implement more work-from-home days - yay!  But don’t forget the water cooler conversations and camaraderie. Find a way to stay connected socially with your team; it’s a part of the work experience that inspires and motivates.

If your team is now working from home and you’d like to meet with your peers to discuss the challenges and learn some solutions, join me Wednesday for a FREE office hours session.

Choose the group that sounds most like you and click on the link to get your invitation.

RSVP on Calendly:
- Academic: https://calendly.com/awardcoach/office-hours-academic
- Professionals: https://calendly.com/awardcoach/office-hours-professionals
- Managers: https://calendly.com/awardcoach/office-hours-managers

Don't Spook the Customers!

Do you have plans for this Halloweekend?

Whether it’s Trick-or-Treating with the kids or going to a party of your own, this week promises for some late nights and sugar rushes… and crashes.

When you’re at work, remember to put the holiday excitement aside and focus on what matters: The Customer.

Pay special attention to the reminders you set for yourself every time you answer a call. Did you remember to smile? To take a deep breath? Put yourself in their shoes?

Smile, Breathe, and Spook on. You got this.

Have the Last (Good) Word

When all is said and done, give your customers the long-story-short version of your interaction. When you offer a final summary:

●      You highlight everything you accomplished for the customer. Tada!

●      You can ensure everything is captured accurately and next steps.

●      The customer can agree to the status and terms of the situation and solution.

When you and the customer are on the same wavelength, you’ll both walk away more confident and happy.