"Do one thing everyday that scares you"

The title of this post is a quote from Eleanor Roosevelt.

What fears do you have? Public speaking? Jumping from an airplane? Talking to your boss? Do you fear being embarrassed or looking foolish? Do you fear failure? We can probably all relate to these fears to a degree. What are we not accomplishing because we allow these fears to limit us? What new power could you gain from attempting that thing that scares you?


For the last four years, I have had a quote from the famous artist Vincent Van Gogh taped to my computer monitor at work .

"What would life be if we had no courage to attempt anything?"

That quote has helped move me to action and over come fear. When I come up with an idea or plan and immediately begin telling myself all of the scary consequences that I might face if I mess up, I read that quote and remind myself that if I don't attempt anything,... I won't have much of a life.

What is that great idea you have that you have been afraid to do? Who is that person you need to talk to but have been shying away from? What is that thing you need to do, personally or at work, to show that you are bigger than your fears?

I wish you all the best as you do that thing that scares you.

Is it Within My Control?

I made a mistake...two days in a row. I listened to newstalk radio on the way to work. I heard about the economy crisis, the huge government bail out, the 2% increase in unemployment, the forecast for 1,000 more jobs being cut within the next year in Washington County and to top it off, another college shooting where nine students were killed. I felt like turning around, going back home, climbing under the covers and waiting for the world to collapse. I really felt for a brief moment, that there was no point to come into work today because the bottom is going to drop out anyway. How healthy is that? How productive is that? Well, I decided I better turn off the radio, quit worrying about what is out of my control, and get to work.

There are things that are within in our control, and things that are not. A major cause of stress and unhappiness is when we spend time uselessly worrying about things we have no influence over. Am I saying don't worry about anything and let yourself be pushed around without a fight? No. I am saying focus on the areas within your control. If the economy is slow, don't play victim and blame the government, or congress, or Wall Street, or anyone else for your tough economic situation. Figure out a way to save a bit more and spend a bit less. Focus on what is in your control.

A good golfer, (and I am not claiming to be one) when he finds his ball off the fairway and out in the long grass or stuck in a sand trap, does not blame the course for the faulty layout, or his golf club for it's poor quality or the wind for being too strong. He looks at the placement of the ball, the distance to the whole, the obstacles to be overcome and then he picks the club that will deliver the right distance and lift for that particular situation. He then squares up and takes his best swing. There is no government intervention to bring the ball back onto the fair way. There is not a golf course attendant to come and cut down trees that may be in the way. There is only the golfer, his clubs and the ball. And the golfer understands the overarching rule of the game: "You've got to play the ball where it lays".


So with the circumstances we find ourselves in right now, a few helpful questions we could each ask ourselves are:

1) Right now, what is within my control?

2) What can I do to successfully 'Play the ball where it lays'?

3) Am I ready to square up and take my best swing?

All the best as you focus on what you can control today!

Be a Hero! "WOW" the Customer!

According to Don Jones, our head bean counter as he calls himself, this is the one thing you need to know in order to succeed at the Boulevard. That was his advice to this month's Experience Program group. I think he is right on target here.

Have you ever used your own car to deliver a small item out to a customer after work? Have you ever helped a senior citizen carry their purchase out to the car or helped them operate the fancy electric scooters that we provide? Have you ever listened to a guest or a team member, figured out just what they needed, and then figured out how to get it for them? Have you attended a private sale where Jan Brown has catered the dinner? Now there's a hero!

It doesn't take a lot to be a hero for each other and our guests. Just a little extra time to do just a little bit more than what is expected. What have you done recently to deliver the "WOW" factor? What have you done recently to make someone say, "Wow, they really took care of me. I know where to go and who to ask for next time I need something."?

I would love to hear any hero stories you may have. Feel free to comment or send an email. Maybe we will post it on this blog next week.

“The difference between ordinary and extraordinary is that little extra."
- Jimmy Johnson

Being Personally Interested

This weeks post comes from the Experience Program group this month, courtesy of Mitch Hobson. The group was discussing how we could make sure people feel welcome and comfortable with our service.

Can you tell when people care about you? Can you tell when they don't?

Mitch has the task of delivering and installing our builder contractor appliances. He made the observation and commitment to be personally interested in the customer for whom he is installing. He could easily miss the mark by thinking, "I am here to install this range" his focus could be on the range and the installation. Although Mitch needs to be sure to do a clean and smooth install, he is really there for the customer, not for the range. He will be focused on and personally interested in the happiness and satisfaction of the customer. And you can bet that the customer will pick up on that.

How can you apply this to you and your job?

A service tech is not there to "fix the washer" he is there to make a customer happy. A salesperson is not there to sell a sofa, she is there to make Mrs. Johnson's room the room she envisioned. Customer service is not there to "write an exchange", customer service is there to make things right for the customer. So ask yourself, are you focused more on your job, or the customer? More on the item you are selling, fixing or installing or on the person who is buying, venting, or waiting?

We could all take Mitch's commitment to heart and be personally interested in the customer. Our customers, our guests, will pick up on it.

"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

A customer that "complains" is doing us a great service.

Quote taken from our ARCO calendar today.

When we hear a customer complain that their furniture arrived damaged, that we didn't have what they were looking for, that it took too long to get their product etc. What do we do?
Take a minute to really look at their complaint and find the opportunity. Do not be too quick to label or frame the customer as "a complainer" or "a whiner" or "crazy". Dig deep, hold yourself accountable and find out what we could have done to prevent this opportunity to complain or what we can do now to remedy a bad situation and improve our process for next time.
Could we have prepped and loaded the product differently on the truck, could we have provided a better selection, could we have arranged faster shipping or placed an earlier order? Really, in the end, a customer who complains is doing us a great service.