I recently read a story about a North Carolina waitress who lost her job at a pizza place after blowing off steam on her Facebook page about a $5 tip she got. The article does not mention the amount of the tab or anything about the service given. It does say that a couple sat at their table for three hours, causing her to work an hour later than scheduled.
On more than a few occasions I have had a server explain that he or she was getting off work, and would like to settle the tab, and start a new one with another server. That’s understandable.

Attitudes Show

Is it possible that this server showed “attitude” instead and thus “earned” the small tip? It’s hard to say. The restaurant has a company policy banning workers from complaining about customers or making the resturant look bad on a social network, so the firing was apparently in order.
I see a few good things to remember in this story:
-The customer is always right.
-Tips are gratuities given by customers based on the level of service they feel was provided.
-Employees should be aware of and follow company policies.
-Badmouthing a customer publicly is stupid.
-Anger is one letter short of danger.

Do It Now!
Mother’s Day is always bigger than Father’s Day for some reason, but dad does deserve some attention. Why not do something special for dad this year?
If you stop to think about it you may have more fathers in your life than you think. There are dads, step dads, fathers in law, grandfathers and more.
Father’s Day is Sunday June 16; That makes TODAY the day to shop!!!

Think About It
When you speak to others, you are also talking to yourself. Consequently, be careful about what you say and always say it in a positive way. Sometimes people are speaking negatively and think they are speaking positively. For example; how many times have you heard someone, OR even yourself say, “I have to go to work” or “I have to get up early in the morning” or  “No problem” or “Not too bad?” These are all habitual phrases that are said without stopping to think about their negative connotation.

“I Have to Go to Work.”
No you don’t; unless you’re serving a prison sentence somewhere it is a privilege to go to work. People sometimes work very hard to get a job, and shortly thereafter are heard saying, “I have to go to work.” Develop the habit of saying, “I get to go to work.”  You do; Right? The next time you hear yourself saying that you have to go to work, stop to think how you would feel if you did not have a job or business to go to.

“Not TOO Bad.”
Just how bad is it?

“No Problem.”
I remain grateful to Pam Chambers for catching me on that one, and pointing out that this phrase is actually a double negative; “No” and “Problem.” That was quite a while ago. I have since conditioned myself to say, “My pleasure.” Doesn’t that sound better?

Get It? What can YOU think of that I missed on this list? Post it as a comment and I will add it to the list.

Added in Comments:

“Try:”
“I’ll try to get those numbers to you by the end of the day.” The word “try” does not imply success. “We’ll try to attend your dinner party.” You might as well invite someone else.

“No:”
“No, your business cards won’t be ready until Friday.” “No” is such a negative word. How about, “I wish I could have them for you sooner. They’ll be ready by noon on Friday.”

Mahalo to Pam Chambers for the “No” and “Try” additions”

“My Pleasure”
Everyone gets an opportunity now and then to demonstrate a small act of kindness towards a total stranger. These things only take a minute or two, and the best ones are those that are least expected. Here are a a few examples:

- Holding the “Elevator Open Button” allowing people to easily get in or out.
- Inviting someone in line at the grocery store to go ahead of you when seeing that he or she has very few packages and you just the opposite.
- Remaining on the curb at a crosswalk for just a minute allowing an approaching car to go through before stepping into the crosswalk.
- Offering to assist people with a heavy load get to their car in a parking lot.
- Standing in the aisle next to your seat when departing an airplane, allowing people ahead of you to gather their belongings thus keeping people behind you from charging up the aisle.
- Offering to assist someone on the airplane who is trying to lift a heavy suitcase into or out of the storage bin.
- Greeting the person standing next to you in the elevator.
- Offering to help a woman (or man) with a baby stroller get up or down a flight of stairs.
- Offering to bring back a cup of coffee for a coworker when going to get one for yourself.
- ALWAYS saying “Please” when asking for something, and “Thank You” when getting it.
- Noticing when people driving ahead of you turn on their blinker, and allowing them to change lanes easily.
- Listening intently when people are talking.
- ALWAYS allowing a fair distance between you and the car ahead of you.
- ALWAYS returning the shopping cart to the rack provided for it.
- When waiting for a parking stall at the mall, always turn on your turn signal and leave room for cars behind you to pass.
- Being generous with your tip when receiving good service at a restaurant.
- Handing a dollar (or more) to a homeless or needy person who is NOT holding his or her hand out.

And… “KEEP SMILING”

I wish that I could say that I am NEVER guilty of doing exactly the opposite as one of these things, but I can’t. However, putting this list together has reminded me how easy, yet important each of these little acts of kindness are.

When I began to write this, I thought it was going to be a very short list. However, things kept popping into my head as I’m sure they are yours right now. So, if you see one missing from this list please add it as a “comment” and I will add it to the list.

Mahalo

Added by others via comment:
-If you are working in a restaurant, placing the bottles in the trash in such a way that they do not make that horrible crashing noise!
Mahalo Runaway

-Be very considerate using or setting your car alarm.
Mahalo John Rogers

Contemplate:
When researching successful people to write Think and Grow Rich, Napolian Hill discovered that they all practiced what he labeled “R2A2.” Whenever ANYTHING comes up on their life’s screen, they see it as a “lesson”, and they RECOGNIZE the principle within it, RELATE that principle back to their own life or business, then ASSIMILATE what they just learned, and finally APPLY it.
Recognize
Relate
Assimilate
Apply
When you practice R2A2 you learn and grow all day every day as a result of the things you encounter.
There are lessons EVERYWHERE for ANYONE and EVERYONE. You just need to think positively as you encounter the “Stuff of Life.”

The Big “O”
At my Success Rally this morning with the KumuKit Sales Team, I asked for a show of hands of those that recall hearing about R2A2. Kauanoa (”O”) instantly shot his big arm up higher than any one, so I asked him to share it with the team, and he nailed it perfectly. Not so coincidentally, he leads the way in terms of total sold and installed solar systems out of a team of 36 salespeople. It is not unusual to see the best people also among the most eager to learn something new.

“Dumb it Down”
On my way to the meeting this morning I stopped in at the Starbucks in Waikele for a cup of coffee. While paying for it I noticed the bags of beans and asked if they had any that were already ground. The friendly barista behind the counter said, “I can grind them for you here.” I said, “Great, I’ll take them.” He then asked me what type of coffee maker I have at home and I drew a blank. As I stood there staring at him he stared back and I asked why he needs to know that. He said, “Because it makes a difference how fine we grind the coffee.” Well, because I don’t know, I decided not to get the coffee beans because I needed to find that out first, I surely didn’t want to leave with the wrong product. About that time his coworker stepped up, looked at me and put her hands in the form of a V and said “Is your strainer V-shaped like this or a flat one like this?” as she put her fingertips pointing to each other, making her palms flat. I told her it was V-shaped; she smiled and turned around to grind the beans for me. I then said to her male counterpart, “The lesson here is to dumb it down for your customer, we have not been to coffee making school.” He understood, and said, “I will remember that.”
Coincidently, my purpose this morning at the KumuKit Success Rally was to talk about the importance of explaining some of the terrific new technology that was being introduced in a way that the customer will understand it. Practicing R2A2, I sat down to drink my coffee, and completely re-wrote my notes for this morning. My message to the sales team was reduced to, “To gain customer confidence; know it well and then dumb it down for your customer.”
In an automobile television commercial, they don’t take you on a tour under the hood and into the engine to see how the pistons are moving in the engine.  Instead they show you someone driving through a beautiful tropical forest with the windows down, their hair blowing and huge smiles on their face as the car gracefully goes around turns and then slowly disappears off into the sunset.
Get it?

Sex and Food
For all living organisms, these are the number one and two motivators. Reason? It’s simple, both are necessary for continuation of the species. Unfortunately for too many people, these two instincts that are hard-wired into their DNA become so dominant that they are rarely motivated by anything else. Without some other motivation, people can become lazy, sick, unhealthy, and even die at a very young age. You determine how you use the 24 hours that you were given each and every day to enjoy the exciting, healthy, happy and enriched life that is all yours for the asking.

Gotta Have It!
Without some form of motivation, absolutely nothing happens.
For humans, several motivators follow suit and get assigned different priorities by each person. Like sex and food, any of these can also be done to the extreme, and create problems. My father (RIP) preached to me; “Be moderate in all things.” At the same time he was telling me this, he was smoking heavily, had an open bottle of Early Times whiskey on him at all times, and ate meat three times a day. In spite of doing all of that, he got up and went to work every day, seven days a week, provided a home for his family and never shirked on any of his responsibilities. I loved him and admired him greatly. When I would call attention to his unhealthy behavior, he would say. “Do as I say, not as I do.” Perhaps you have heard that one. He died a very old, totally used up man at 62 years old. I miss him dearly.

Some of the other things that motivate people are; in alphabetical order:
Achievement, Ambition, Appearance, Addictions, Commitment, Comfort, Competition, Charity, Curiosity, Desire, Education, Ego, Exercise, Family, Faith, Fear, Fitness, Friends, Fun, Gambling, Games, Goals, Greed, Growth, Habits, Happiness, Health, Hobbies, Imagination, Inclusion, Interests, Leisure, Love, Lust, Marriage, Meditating, Money, Patriotism, Play, Pride, Recognition, Relationships, Religion, Responsibility, Sleep, Success, Time, Travel, and Wealth.

I have no doubt missed a few motivators that could be on this list. If there’s something that gets you going, that I failed to mention here, please share it in the comment section below, and I will add it to the list.

Why would I hope you do that? Well, it’s because I would like to see you stay strong, energetic, healthy and disease free with more energy to Sell, Sell Sell.

Apples
- They protect your heart
- They improve your lung capacity
- They cushion your joints
- They prevent constipation
- They block diarrhea

Apricots
-They combat cancer
-They control your blood pressure
-They save your eyesight
-They shield you against Alzheimer’s disease
-They slow the aging process

Artichokes
-They aid in digestion
-They lower cholesterol
-They protect your heart
-They stabilize your blood sugar
-They guard against liver disease

Avocados
-They battle diabetes
-They lower your cholesterol
-They help stop strokes
-They control blood pressure
-They smooth out your skin

Bananas
-They protect your heart
-They quiet a cough
-They strengthen your bones
-They control your blood pressure
-They block diarrhea

Beans
-They lower cholesterol
-They combat cancer
-They stabilize your blood sugar
-They prevent constipation
-They help with hemorrhoids

Beets
-They control your blood pressure
-They combat cancer
-They strengthen your bones
-They protect your heart
-They aid in weight loss

Blueberries
-They combat cancer
-They protects your heart
-They stabilizes your blood sugar
-They boost your memory
-They prevent constipation

Broccoli
-It strengthens your bones
-It saves your eyesight
-It combats cancer
-It protects your heart
-It controls your blood pressure

Cabbage
-It combats cancer
-It prevents constipation
-It promotes weight loss
-They protect your heart
-It helps with hemorrhoids

Cantaloupe
-It saves your eyesight
-It controls your blood pressure
-It lowers your cholesterol
-It combats cancer
-It supports your immune system

Carrots
-They save your eyesight
-They protect your heart
-They prevent constipation
-They combat cancer
-They promote weight loss

Cauliflower
-It protects against Prostate Cancer
-It combats Breast Cancer
-It strengthens your bones
-It banishes bruises
-It guards against heart disease

Cherries
-They protect your heart
-They combat Cancer
-They end insomnia
-They slow the aging process
-They shield you against Alzheimer’s disease

Chestnuts
-They promote weight loss
-They protects your heart
-They lower your cholesterol
-They combat Cancer
-They control blood pressure

Chili peppers
-They aid in digestion
-They soothe a sore throat
-They clear your sinuses
-They combat Cancer
-They boost your immune system

Figs
-They promote weight loss
-They help stop strokes
-They lower your cholesterol
-They combat Cancer
-They control your blood pressure

Flax
-It aids in digestion
-It battles diabetes
-It protects your heart
-It improves mental health
-It boosts your immune system

Garlic
-It lowers your cholesterol
-It controls your blood pressure
-It combats cancer
-It kills bacteria
-It fights fungus

Grapefruit
-It protects you against heart attacks
-It promotes Weight loss
-It helps stops strokes
-It combats Prostate Cancer
-It lowers cholesterol

Grapes
-They save your eyesight
-They conquer kidney stones
-They combat cancer
-They enhance blood flow
-They protect your heart

Green Tea
-It combats cancer
-It protects your heart
-It helps stop strokes
-It promotes Weight loss
-It kills bacteria

Honey
-It heals wounds
-It aids in your digestion
-It guards you against ulcers
-It increases your energy
-It fights allergies

Lemons
-They combat cancer
-They protect your heart
-They control your blood pressure
-They smooth your skin
-They stop scurvy

Limes
-They combat cancer
-They protect your heart
-They control blood pressure
-They smooth your skin
-They stop scurvy

Mangoes
-They combat cancer
-They boost your memory
-They regulate your thyroid
-They aid in your digestion
-They shields you against Alzheimer’s disease

Mushrooms
-They control your blood pressure
-They lower your cholesterol
-They kill bacteria
-They combat cancer
-They strengthen your bones

Oats
-They lower your cholesterol
-They combat cancer
-They battle diabetes
-They prevent constipation
-They smoothes your skin

Olive Oil
-It protects your heart
-It promotes Weight loss
-It combats cancer
-It battles diabetes
-It smoothes your skin

Onions
-They combat cancer
-They lower your cholesterol
-They reduce the risk of heart attacks
-They kill bacteria
-They fight fungus

Oranges
-They support your immune systems
-They combat cancer
-They protect your heart
-They straighten control your respiration

Peaches
-They prevent constipation
-They combat cancer
-They help stops strokes
-They aid in your digestion
-They help hemorrhoids

Peanuts
-They protect you against heart disease
-They promote Weight loss
-They combat Prostate Cancer
-They lower your cholesterol
-They aggravate diverticulitis

Pineapples
-They strengthen your bones
-They relieve colds
-They aid in your digestion
-They dissolve warts
-They block diarrhea

Prunes
-They slow the aging process
-They prevent constipation
-They boost your memory
-They lower your cholesterol
-They protect you against heart disease

Rice
-It protects your heart
-It battles diabetes
-It conquers kidney stones
-It combats cancer
-It helps prevent strokes

Strawberries
-They combat cancer
-They protect your heart
-They boost your memory
-They calm stress

Sweet Potatoes
-They save your eyesight
-They lift your mood
-They combat cancer
-They strengthen your bones

Tomatoes
-They protect your prostate
-They combat cancer
-They lower your cholesterol
-They protect your heart

Walnuts
-They lower your cholesterol
-They combat cancer
-They boost your memory
-They lift your mood
-They protect you from heart disease

Water
-It promotes Weight loss
-It combats cancer
-It conquers kidney stones
-It smooths your skin

Watermelon
-It protects your prostate
-It promotes Weight loss
-It lowers your cholesterol
-It helps prevent strokes
-It controls your blood pressure

Wheat Germ
-It combats Colon Cancer
-It prevents constipation
-It lowers your cholesterol
-It helps prevent strokes
-It improves your digestion

Wheat Bran
-It combats Colon Cancer
-It prevents constipation
-It lowers your cholesterol
-It helps prevent strokes
-It improves your digestion

Yogurt
-It guards against ulcers
-It strengthens your bones
-It lowers your cholesterol
-It supports your immune systems
-It aids your digestion

One Chance
A first impression is INDEED a lasting impression, and you only get one chance to make one. I was reminded of this archived posting today and decided to refresh it. I had two interviews a while back that made very poor first impressions and I stopped right there. The first one was 15 minutes late, full of piercings including two fresh cheek dimple piercings that were still bandaged. The other looked like she just got out of bed and pulled on her hooded sweatshirt and and baggy pants to go apply for the job. When people show up for a job interview like this, you can bet your bottom dollar that it will get even get worse after getting the job. You get lucky when you can screen them at this point before exposing them to your customers. Those that get throught the interview will continue to make more “First Impressions.” Read On!
New salespeople show up on day one ready to succeed. Sometimes they even sell more than existing “old timers” are currently. What’s with that? How can a brand new person with very little product knowledge outsell a seasoned veteran that knows it all? It’s because the new person still thinks everyone is going to buy, that you have a great company, and that your way is the right way.

The Right Attitude!
That shiney new salesperson may not have the knowledge yet, but still has the enthusiasm it takes to make the right first impression on customers. That means more than knowledge alone. Answers to questions can be found, and sometimes just the honest admission that one doesn’t “know it all” can go a long way to making the sale.

“Water Cooler Training”
It’s important to shield new salespeople from influences that can be harmful to their success. Too many times we see people get hired and then turned over to the existing staff to “train” them. A past partner of mine had a rule; “Live with them the first week.  Keep them by your side, have lunch with them, and even stand outside the restroom when they go in there.”

“Here’s how it really works.”
At the interview and in your initial meetings with new salespeople they hear how things are supposed to work. Then, when they get to work with your existing staff they find out how it’s “really done.” Unfortunately old timers pick up some bad habits along the way. They learn shortcuts that sometimes lead to short paychecks. They start accumulating excuses for missed sales. They gossip about company policies and decisions. Your shiney new salespeople can be influenced by these impressions, and before you know it the shine is gone.

You Cannot Train People!
Animals can be “trained” to do something, and once “trained” will always do it. One would assume that if you can train a dog to sit up, that you can train a human being to sell. I have a problem with the word “training.” Managers sometimes think that once a person has been “trained” that he or she will always behave in the way taught, and the learning stops. The reality is that “sales coaching” is an ongoing process whereas “training” is thought of as a one time event.

Hands on Coaching Works
“Coaching” is understood in athletics, it never stops. Top athletes continue to be coached on how to get better at their craft. I prefer the term “coaching” when teaching selling skills, and as with athletics, it must be an ongoing process. That’s just the way it is!

Ask Yourself;

“What could I be doing RIGHT NOW, THIS MINUTE to improve my business?”

When you ask someone a question you take control of that person’s mind as he or she begins to mentally search for the answer. The same is true when you ask yourself a question. If you were to stop and think about it you are asking yourself questions all day long. The key to successful thinking is asking yourself the right questions. People ask themselves questions like, “I wonder what I’m going to have for dinner tonight?” and “Should I go here or there?” “Should I do this or that?” “I wonder what would happen if I did this or that?” The list is endless. Sometimes it is even hurtful questions like, “I wonder if I should really go to work today.” or when the alarm goes off, “Should I get up or hit the snooze button?”

Great Times

In 1964 my business was two years old. I had enjoyed early success, primarily as a result of the passion that I had brought into that business. I was unaware that my habits that slowly changed and that my success had allowed me to drift away from the basics that were making the business work, and into less productive activities such as playing golf and waterskiing. I would get up in the morning and ask myself, “What am I going to do today?” Followed by the question, “Do I have any appointments at the office?” When the answer the second question was, “No,” I would then think, “This is a great day to go waterskiing.” I would then call up a couple of buddies, enthusiastically hook my boat trailer up to the back of my beautiful 1962 Cadillac, and we would head off to Lake Havasu or The Colorado River for a day of two of fun.

Wake Up Call

I had grown oblivious to the fact that my business was sinking and my bills were piling up. Somewhere in the back of my head I was thinking, “Oh well, things will always work out, they always do.” That thinking changed drastically and dramatically when I received a telephone call from Mr. Marvin K Brown, the owner of Marvin K Brown Cadillac in San Diego. Mr. Brown simply said, “Mr. Martin we want that car back.” I loved that car, even more than waterskiing; I didn’t want to give it back. I thought he was being unreasonable, I was only five months behind on my payments and I knew things were going to work out someday. My mind raced for a solution, and I ultimately said, “Mr. Brown, my business is growing and about to really take off. I need to keep that car and will make you a deal.” He was quiet and I continued, “If you will order me a new 1965 Cadillac, when it arrives in 60 days, if I am not caught up on the payments I will deliver the 1962 to to you, but if I am caught up you deliver the 1965 to me, and I will get a new Cadillac every two or three years for the rest of my life.” He paused for what seemed to be an eternity, and then finally said, “Okay Mr. Martin, you have a deal.”

“NOW WHAT?”

When I hung up the phone I was wringing wet with perspiration and filled with thoughts as to what I was going to do next. I didn’t know what to do, but I did know what not to do, I was NOT going waterskiing today. I jumped into the shower cleaned up dressed up and got to my office faster then I perhaps ever had before. I sat at my desk wondering, “What should I do now?” I began thinking of all sorts of things that I could do later today, tomorrow, or even next week. But I was not satisfied with those answers. Eventually I changed the question and asked myself, “What could I be doing RIGHT NOW, THIS MINUTE to improve my business?” I kept repeating that question to myself until I finally got an answer it was quite simply, “Mary.” I was in the home party jewelry business and Mary was a woman that had attended one of my parties several months back showing interest in buying a nice ring, but had put it off telling me that she would get one of these days. I called Mary and suggested that she get it today. She said, “I’ve been meaning to call you, can you bring it out to my house?” Well, now I knew what to do next. I grabbed the ring; jumped in my car and raced off to Mary’s house to deliver the ring and pick up a check. When I returned to the office I was a new man. I now knew what to do. I simply continued asking myself the question, “What could I be doing RIGHT NOW, THIS MINUTE to improve my business?” As the answers came, I took action over and over.

GOT IT!

Asking myself that simple question changed my life. I wrote it down in as many places as I could think of to keep it in my mind. 60 days later I drove my car down to see Mr. Brown and made the trade. He kept his end of the deal and I kept mine and I have been enjoying new Cadillacs and success ever since. And yes, I do keep asking myself that question. The last time I asked it was at 4:30 AM today while sleeping; the the answer was to get up and write this blog post.

It’s EASY!!!