This May, it will be three (3) years that I’ve been a Stay At Home Mom. And… drum roll please… both my kids are healthy and happy. EEK! Who knew I could do this whole “mom” thing??
I can’t deny that from time to time, I fantasize about re-joining the workforce. In particular, I miss:
1. Watching the clock – and running down for a coffee on the dot of 10:00am.
2. Wearing pencil skirts.
3. Listening to the morning show on the drive in.
4. Using my corporate long distance code to call friends and family.
5. Generating a paycheck (duh).
Since many of y’all only know me as a blogger, it may surprise you to find out that I was once quite the corporate gal. In my last role before Ryder came along, I managed Customer Satisfaction for a Fortune 100 conglomerate; I coordinated internal customer surveys, measured and analyzed satisfaction scores, and conducted employee training in customer service.
In short, I know a thing or two about how to communicate effectively.
And, I also know a few tricks on how to diffuse tense situations, converse with irate individuals, and harness the power of persuasion to get what I want (curiously, these skills don’t seem to translate when dealing with toddlers. Huh).
Now it seems like such a shame to let all that expertise go to waste, especially since I’m no longer certain I’ll return to the field of employee satisfaction. So I thought I’d set up a new series on Listen to Lena! called “Tell Me Something Good”. This won’t be your run-of-the-mill “The Customer Is Always Right” training – instead, I’d like to focus on tips and techniques to improve your communication skills. Most people who meet me will tell you I’m personable, savvy and full of energy – yes, that’s true, but it’s also true that I constantly channel my “Customer-Focused Persona”. Essentially, I like to treat others as if they were my best customer. And wouldn’t you be interested, polite and attentive to your best customer?
I hope you enjoy the series. I can’t promise that there will be a logical flow to the “lessons” – I’m just aiming to jot down some of my favourite techniques for building communication and character. Please do comment with your own experiences/ suggestions – I love hearing from y’all!
LESSON ONE: Speak with a Smile in Your Voice
It’s an old customer service trick to pick up the phone, smile, and then speak. Why? Because your voice will come across that much more pleasant. But smiling shouldn’t be limited to the beginning of a conversation – when I chat with blog sponsors, my doctor’s secretary, Rogers Cable, etc… I speak with a smile for the entire exchange.
(Before you think, “So she yaps away with a dumb-ass smile on her face the whole time?”, the answer is no. Maybe I did at first, but now I’m so used to turning on my “Happy Voice”, it’s second nature to sound incredibly friendly without even trying.)
So why should you speak with a smile? Well, simply put, people like friendly people. And it’s a well known fact that you’ll catch more flies with honey than vinegar. You’d be surprised how a sweet demeanor can increase your stock in the most unlikely places – take my word for it, people REMEMBER nice folk just as much as they remember nasty peeps. If you don’t fall into either category, chances are you won’t be memorable at all – how tragic!
Lena’s Life: Last week, I missed the Joe Fresh pre-launch in Mississauga due to inclement weather. While the store was still offering 20% off on opening day, goody bags were distributed the night before for the pre-launch attendees only. Still, I visited the store and picked out some great finds. Now at the checkout, I was chatty, friendly, but most of all, sincerely interested in how the staff were coping (the store was jam-packed). After a few moments, I casually asked if there were leftover goody bags. The associate looked at me, smiled, and whispered, “We’re not supposed to give them out today, but you’re such a sweetheart! I’ll get one from the back for you.”
It took me exactly 20 seconds to make an impression. What did the other customers do in 20 seconds? Nothing that earned them a goody bag, that’s for sure. Ha!
So to recap the lesson, treat everyone today like your best customer. Don’t be afraid to smile, engage people in light conversation, and channel your inner Customer Service Guru.
Have a great weekend!
GREAT POST!!!!! I'm going to take this approach with rogers when my phone bill is too high.I Definitely love your new idea.
GREAT POST!!!!! I'm going to take this approach with rogers when my phone bill is too high.I Definitely love your new idea.
I'm going to send this to all of my "Customer Service" friends & co-workers. I've been a C/S Rep since my very first job at SDM. I follow your exact advise, and it's always worked for me. A positive attitude gains you respect and makes you stand out against all of the other 'angry' people. Great advise Lena! Keep smiling :)
I'm going to send this to all of my "Customer Service" friends & co-workers. I've been a C/S Rep since my very first job at SDM. I follow your exact advise, and it's always worked for me. A positive attitude gains you respect and makes you stand out against all of the other 'angry' people. Great advise Lena! Keep smiling :)
Ahh man this is such an amazing post! :) <3
Ahh man this is such an amazing post! :) <3
By the way I'm really interested in knowing how to diffuse a situation with an adult…when they aren't letting you talk but are getting angry…and just dealing with nasty people in general. I've realized sometimes you have to give people the benefit of the doubt b/c who knows what they are going through in their personal life, but how can you stand up for yourself without looking like a witch? (LOL as you can tell I'm going through this at work and would love your advice!)xoLotus
By the way I'm really interested in knowing how to diffuse a situation with an adult…when they aren't letting you talk but are getting angry…and just dealing with nasty people in general. I've realized sometimes you have to give people the benefit of the doubt b/c who knows what they are going through in their personal life, but how can you stand up for yourself without looking like a witch? (LOL as you can tell I'm going through this at work and would love your advice!)xoLotus
Really love this post Lena. Thanks so much for sharing. You always come across as so kind and witty I think it would be very nice to chat with you in person!
Really love this post Lena. Thanks so much for sharing. You always come across as so kind and witty I think it would be very nice to chat with you in person!
Good for you :):).
Good for you :):).
I agree with everyone here! I think you would be a good shopping 'buddy'! :)
I agree with everyone here! I think you would be a good shopping 'buddy'! :)
I appreciate your first lesson, Lena. These are life skills tips you are sharing–not just with business relationships, but with family, friends, neighbors, etc. Thank you!
I appreciate your first lesson, Lena. These are life skills tips you are sharing–not just with business relationships, but with family, friends, neighbors, etc. Thank you!
This is going to be a great series! I had no idea what your previous profession was, and I am very excited. I usually try to be nice to people, but I'm only human so I forget sometimes when I'm really cranky (like after the 5th time calling the bluetooth headset people because they still hadn't fixed it…)and I am going to share this with my husband too!
This is going to be a great series! I had no idea what your previous profession was, and I am very excited. I usually try to be nice to people, but I'm only human so I forget sometimes when I'm really cranky (like after the 5th time calling the bluetooth headset people because they still hadn't fixed it…)and I am going to share this with my husband too!
I'd love to read about these tips. I always try to be pleasant and friendly (downside of this: hubby always makes me do the asking if we need something…since I'm more likely to get good results LOL!)I'm going to try the "speak with a smile in my voice" method :-)
I'd love to read about these tips. I always try to be pleasant and friendly (downside of this: hubby always makes me do the asking if we need something…since I'm more likely to get good results LOL!)I'm going to try the "speak with a smile in my voice" method :-)
I must say, I generally just "scan" through my emails in hopes of finding something interesting, but this one really caught my eye! I continued to read it from beginning to end, and that's pretty rare for me lately! I enjoyed your perspective and outlook on how few seconds it really does take to "be nice" to others while in public! I try to convince my kids that it really does come back when you are courteous, have manners and are kind to others. Lately, I find that there are more and more rude people out there who are so wrapped up in their own world that they don't realize how rude they actually are. Such a shame since it quickly rubs off on others they come in contact with.Anyway, thanks for such an uplifting post! ;)
I must say, I generally just "scan" through my emails in hopes of finding something interesting, but this one really caught my eye! I continued to read it from beginning to end, and that's pretty rare for me lately! I enjoyed your perspective and outlook on how few seconds it really does take to "be nice" to others while in public! I try to convince my kids that it really does come back when you are courteous, have manners and are kind to others. Lately, I find that there are more and more rude people out there who are so wrapped up in their own world that they don't realize how rude they actually are. Such a shame since it quickly rubs off on others they come in contact with.Anyway, thanks for such an uplifting post! ;)
Good advice Lena – And a little bit of hidden advice in there too… "It doesn't hurt to ask…" If you hadn't asked for any "leftover" goodie bags you never would've got one – I am a true believer in that. If you don't ask you won't get!!! Thanks a bunch, pretty lady !!!
Good advice Lena – And a little bit of hidden advice in there too… "It doesn't hurt to ask…" If you hadn't asked for any "leftover" goodie bags you never would've got one – I am a true believer in that. If you don't ask you won't get!!! Thanks a bunch, pretty lady !!!
What a great idea for a series of posts.I agree, people will go out of there way when you are positive and friendly. Everyone should be treated as a person – CS rep at bells fault there is a mistake on your bill, they didn't create it. But asking them nicely to FIX it goes a long way.
What a great idea for a series of posts.I agree, people will go out of there way when you are positive and friendly. Everyone should be treated as a person – CS rep at bells fault there is a mistake on your bill, they didn't create it. But asking them nicely to FIX it goes a long way.
This post actually made me laugh to myself! My husband always jokes that he'd 'like to talk to the over the phone Josie sometime…because she sounds so nice to talk to!' LOL! :-D
This post actually made me laugh to myself! My husband always jokes that he'd 'like to talk to the over the phone Josie sometime…because she sounds so nice to talk to!' LOL! :-D
Thank you so much for your kind words of encouragement!I sat on this idea for weeks, just because I didn't want to have to create a formal training plan, if you know what I mean. After I just decided to stop thinking and start blogging, I crossed my fingers that readers would actually be interested. Looks like I'm off to a good start!BTW, every one of you really makes my day with all your lovely, supportive comments. I am so lucky to have wonderful readers! xxxooo
Thank you so much for your kind words of encouragement!I sat on this idea for weeks, just because I didn't want to have to create a formal training plan, if you know what I mean. After I just decided to stop thinking and start blogging, I crossed my fingers that readers would actually be interested. Looks like I'm off to a good start!BTW, every one of you really makes my day with all your lovely, supportive comments. I am so lucky to have wonderful readers! xxxooo
Lena, your are so sweet it probably oozes out of your body and you don't even notice! lol I could have used a smile or two this morning while getting my parking ticket but alas, I don't think that old fart would have found it cute anyway. lol great post, I'll be coming back to hear the rest! smiles! :)
Lena, your are so sweet it probably oozes out of your body and you don't even notice! lol I could have used a smile or two this morning while getting my parking ticket but alas, I don't think that old fart would have found it cute anyway. lol great post, I'll be coming back to hear the rest! smiles! :)
Aw, you're too kind MVTB! Poops on the parking ticket. Sometimes a bad word is better than a smile, HA!
Aw, you're too kind MVTB! Poops on the parking ticket. Sometimes a bad word is better than a smile, HA!