Not too long ago, I wrote a post about a few things front desk agents at a hotel go through emotionally and physically while working. It's not an easy job, and in my opinion, they are tremendously underpaid for the huge responsibility (that of providing excellent service and being the company's ambassador at all times, amongst other duties, of course.) they carry each and every day.
It is part of my wish to help customers and guests better understand their service provider, so that they too, can partner up in order to achieve a successful and very positive service encounter.
A customer service agent, whether sitting at a desk answering phone calls, helping customers exchange unwanted merchandise, checking guests in and out of a hotel or arranging dinner reservations "even if it is not his real job", constantly goes through emotion regulation.
In a negative scenario, emotion regulation will dictate how employees react to situations right there when they are interacting with their guest/customer. They have a choice of reacting in a fake way, a choice of retrieving from the negative encounter or a choice of deeply feeling what the customer is going through. Not all customer service agents act in the same way, and this may not even have to do with the company policies they abide to. It could be related to culture as well.
When customer service agents fake their feelings, they are "surface acting". They want to fix the situation, but don't really care deep inside. They could smile often and say empathetic things to ease the frustration of the guest ("I know how you feel, Mr. Schmidt..."), but they are faking because they don't feel the connection, may think the customer is exaggerating, have their thoughts set at something else, yet, this is their job. There is no authenticity in their smile. This frustrates the customer as well and is not "healthy" for the employee.
On the other hand, customer service agents who are well trained are able to engage in "deep acting", creating a strong connection with the feelings and frustrations the customer is feeling. The agent appears very authentic, because, in a way, the empathy feeling exists. They might not have gone through the same issue, yet, they are able to replay in their minds situations that have triggered them to feel very similar feelings and these feelings are brought alive through "deep acting". "Deep acting" is far more effective than "surface acting" when interacting with upset customers. And yes, it is what it is: acting with real feelings.
Don't think customer service agents are there just to do their jobs and act. Many of them have a true passion for serving others, and while sometimes they might not feel the emotional connection with an upset customer, they are able to regulate their emotions in a way to develop this common feeling and better deal with the situation. If you manage customer service agents, you are lucky to have true passionate employees on your team. They exist!
"Deep acting" has also shown to be a far better manager of burnout, absenteeism and job satisfaction for customer service employees.
Other employees simply avoid the situation and call their supervisor or manager, especially if they are not given a lot of autonomy on the job. This (lack of autonomy and avoidance), however, in my opinion, does not foster job satisfaction.
So, why do I write about this?
I believe that as part of a pleasant, effective interpersonal exchange, people need to better understand how their service providers work and think. What can you, as a customer, do with this information? Understand and regulate your emotions as well. Be a partner in the service encounter. Help the agent engage in "deep acting". It will pay off.
How do you engage in deep acting?
Recall a situation and re-live the feelings that were brought along with the situation. Pick a situation that suits the event. Is the customer really upset seeming very disappointed? When were you last so upset and disappointed that you promised yourself never to walk into that store again? Feel that feeling and apply it to the service encounter.
As a manager, look deeper into emotion regulation and "deep acting" for your employees. Be a transformational leader more than a "numbers and rules" leader.
Communication is so important, yet, we fail to acknowledge it and understand the dimensions that can make it more efficient and meaningful!
Showing posts with label Relationships. Show all posts
Showing posts with label Relationships. Show all posts
Tuesday, September 29, 2009
Friday, August 14, 2009
Stand Out by going back to the Basics!
Oh, how we get caught in our daily thoughts, busy schedules, trying to multitask and satisfy different people at once. Hopefully, not forgetting about our own needs as well!
I really prefer not to stay away from My Blog for so long. It was inevitable, though. Let me explain.
Vacation time came around, and as part of a well-balanced life, we all need a break. The wonderful event of two friends getting married abroad a cruise ship leaving to the Bahamas was just the right vacation we much needed. We enjoyed every moment of this adventure and thank our friends for an amazing time! Following, continuous preparations for the upcoming Orlando Citrus Club Member Business Expo in September have taken quite a bit of time and creative thinking energy out of our daily routine. Nothing to complain, though. The second semester has started out with very good spirits and ideas, and I immediately saw myself strongly involved in aiding another company I love in developing their new brochure and stationary items. (Please note, I am not a graphic designer on top of all! I help with the wording and strategic placement of such).
New clients, networking events and meetings have come along and the semester has a very exciting outlook!
I will briefly write a note on online Social Networks and other online Social Programs available to us. There are plenty, however, the ones I use are Facebook, LinkedIn, Twitter and although I have an account with Orkut, I might soon delete it.
Do you feel online social networks are taking over our social lives, at some level? I absolutely think YES. To many, it feels like if you are not part of it, you are missing out!
In my opinion, social networks are here to stay and are here to grow day after day. We lose the personal touch of chatting with a friend in person or over the phone. We lose the motivation of writing a real Thank You card on paper or sending out real paper invitations, handwritten, because all can be done online for no cost and so much faster. It's instant! The online social world is powerful.
It's fast, it's real and it's quite efficient.
You plan a party: You create an event on Facebook, and invite your friends to the event. They will know through Facebook that your party is on this day, at that time, and what the theme is. Fast, simple, no real cost associated with it.
You update a friend: You have big news and it's 01:40a.m. Your friend lives across the world, 5h ahead of you, so, you send her a message or a wall post to ensure she receives the big news early in the morning. You don't want to call and wake her up, do you?
Your company is in the news: You Tweet about it on Twitter, letting all of your followers know about the great reviews on your business.
Easy. Fast. Efficient.
BUT (there is always a "but", isn't there?)...
These are the times when you NEED to STAND OUT.
In this era, you WILL stand out by going back to the basics.
YOU WILL STAND OUT BY:
But keep in mind as well:
I really prefer not to stay away from My Blog for so long. It was inevitable, though. Let me explain.
Vacation time came around, and as part of a well-balanced life, we all need a break. The wonderful event of two friends getting married abroad a cruise ship leaving to the Bahamas was just the right vacation we much needed. We enjoyed every moment of this adventure and thank our friends for an amazing time! Following, continuous preparations for the upcoming Orlando Citrus Club Member Business Expo in September have taken quite a bit of time and creative thinking energy out of our daily routine. Nothing to complain, though. The second semester has started out with very good spirits and ideas, and I immediately saw myself strongly involved in aiding another company I love in developing their new brochure and stationary items. (Please note, I am not a graphic designer on top of all! I help with the wording and strategic placement of such).
New clients, networking events and meetings have come along and the semester has a very exciting outlook!
I will briefly write a note on online Social Networks and other online Social Programs available to us. There are plenty, however, the ones I use are Facebook, LinkedIn, Twitter and although I have an account with Orkut, I might soon delete it.
Do you feel online social networks are taking over our social lives, at some level? I absolutely think YES. To many, it feels like if you are not part of it, you are missing out!
In my opinion, social networks are here to stay and are here to grow day after day. We lose the personal touch of chatting with a friend in person or over the phone. We lose the motivation of writing a real Thank You card on paper or sending out real paper invitations, handwritten, because all can be done online for no cost and so much faster. It's instant! The online social world is powerful.
It's fast, it's real and it's quite efficient.
You plan a party: You create an event on Facebook, and invite your friends to the event. They will know through Facebook that your party is on this day, at that time, and what the theme is. Fast, simple, no real cost associated with it.
You update a friend: You have big news and it's 01:40a.m. Your friend lives across the world, 5h ahead of you, so, you send her a message or a wall post to ensure she receives the big news early in the morning. You don't want to call and wake her up, do you?
Your company is in the news: You Tweet about it on Twitter, letting all of your followers know about the great reviews on your business.
Easy. Fast. Efficient.
BUT (there is always a "but", isn't there?)...
These are the times when you NEED to STAND OUT.
In this era, you WILL stand out by going back to the basics.
YOU WILL STAND OUT BY:
- Calling your friend early in the morning and personally/over the phone, give her your amazing news.
- Writing out real-deal invitations to your party and mailing them to your friends and family.
- Sending a copy of your company article/review to your favorite clients, friends and family, BY MAIL with a handwritten note!
- Writing a post-card to clients, friends and family directly from your vacation spot.
- Sending your friend an update on what's going on in your life in form of a handwritten letter, with pictures you printed out and a fun magazine article you think he/she might enjoy reading.
But keep in mind as well:
Going back to the basics, right now, will REALLY make you stand out from the crowd.
Friday, June 12, 2009
InternEtiquette - Part III
Oh, online communication is a special thing. A previous post of mine mentioned how important it is to make your words more "visual", so that people cannot only truly understand what you want to tell them, but can also understand HOW you are saying/writing it.
"I cannot believe he would do that!" has a different meaning than "I cannot believe HE would do that!" You see what I mean, right?
Sometimes people believe the Internet is a silent war-zone.
There is no visualization even needed, because the madness in their words says it all.
I am all for kindness and being good, but unfortunately there are people who use the online world for putting others down.
There are curse words, there is anger, there is misery and there are accusations. I have seen it mostly on social media engines, like Facebook, Twitter or MySpace. Envy and jealousy reign in their minds at that moment of "updating a status", "tweeting" or "commenting on someones post", and people take off on a voyage of deliberate insults and profanity.
It only ends up hurting themselves.
Remember what I mentioned about others' perceptions of you. Enough said.
Why? Why would you do that to yourself? Do you really want to show the world how you place so much negative energy on abusing and offending someone "publicly", instead of trying to find a solution?
Keep in mind that the Internet is an open book, and your employer, future employer, potential employer, friends, family, children can all have access to the information you input online on social media engines.
My advice is: Leave the ugly words for very personal encounters only, and only if very, very necessary. I am not in favor of confrontations that create a scene, that have hair-pulling and curse words involved. You can keep all confrontations diplomatic and less painful, always.
"I cannot believe he would do that!" has a different meaning than "I cannot believe HE would do that!" You see what I mean, right?
Sometimes people believe the Internet is a silent war-zone.
There is no visualization even needed, because the madness in their words says it all.
I am all for kindness and being good, but unfortunately there are people who use the online world for putting others down.
There are curse words, there is anger, there is misery and there are accusations. I have seen it mostly on social media engines, like Facebook, Twitter or MySpace. Envy and jealousy reign in their minds at that moment of "updating a status", "tweeting" or "commenting on someones post", and people take off on a voyage of deliberate insults and profanity.
It only ends up hurting themselves.
Remember what I mentioned about others' perceptions of you. Enough said.
Why? Why would you do that to yourself? Do you really want to show the world how you place so much negative energy on abusing and offending someone "publicly", instead of trying to find a solution?
Keep in mind that the Internet is an open book, and your employer, future employer, potential employer, friends, family, children can all have access to the information you input online on social media engines.
My advice is: Leave the ugly words for very personal encounters only, and only if very, very necessary. I am not in favor of confrontations that create a scene, that have hair-pulling and curse words involved. You can keep all confrontations diplomatic and less painful, always.
- Online, if you are the victim of a social media insult, ignore it. Don't "start a scene" and comment on that certain comment. Don't update your status by confronting back. You'll be the better, bigger person sending the silent message that it didn't affect you. That is all you need to do.
- Online, don't waste your time leaving ugly comments for people. WHY are you not focusing on doing something more productive with your life? Live a better, positive life. You don't need to share with everybody how much you "hate him" or "wish she would quit work and disappear". Do yourself a favor.
- Online, share your worries, concerns and comments with a friend, via e-mail. Keep it as private as possible, and don't post it on social media engines. Sharing and talking is OK, but don't opt for the "open insults" that will actually bring you down instead.
Be Kind.
Feel Good.
Saturday, June 6, 2009
When your disorganization trumps your good intentions
Let's be honest: We all have a messy closet, a junk drawer, hidden stashes of "something" or a desk/table where you carry out most of your daily activities. I am right, aren't I? Your office appears neat and clean, but, wait! ...Don't you dare open those upper cabinets! Your bedroom is a model room...if you only looked under the bed! Uff!...OK, maybe if you truly are more organized, maybe you have just a tiny corner in your house, a small box with "items" (yet, you still labeled the box "random things"), a little shelf (a hidden shelf, of course!) that holds a few papers or "stuff". The hidden disorganization. I believe I can live with that!
The reason why I decided to write about disorganization, is because I believe chronic disorganization can ruin our goals. This is so sad. I've seen people giving up because they couldn't find their "to do list" they were working on and after starting a new one, they once again misplace it. I've seen people not going to the gym because they postponed doing their laundry, didn't check detergent was actually missing and had nothing to wear to the gym. Their enthusiasm, so great, was eaten up by disorganization. I've also seen people avoid calling important people, or getting back via e-mail because (and they told me that), they misplaced their contact info! Wow!
I've experienced being silently ignored by someone who had so much, so much in his hands, he couldn't even schedule answering me back in his amazingly busy 24h day. He told me he didn't sleep, so I figured ... "Hey, maybe I have a chance of receiving an e-mail from him, even if it's at 3 a.m. I wouldn't mind!" He couldn't really fit me into his 24h day, and while I move on, my perception of him changed quite a bit.
I wrote a previous post about the following: We live in a society. No matter who we are, who we want to be or what beliefs we have, it is how OTHERS PERCEIVE us that will, partly, influence how successful our social life, our social interactions are. If you come across as a snob, yet you feel you are not one, you are clearly doing something wrong. If you come across as rude, yet you are perplexed to hear that Mary gossiped to Lauren and John about your rude remarks and they all agreed on it, you're certainly doing something wrong! Don't kid yourself. This is serious stuff.
If I interact with you one day, and the next day I meet you say, in your office, you are inviting me in to explore more of who you are. If your office is a mess, a chaotic dump, you are telling me this about you. I might continue to consider you an extremely, friendly, outgoing, fun, capable, knowledgeable person, yet, I will also think of you as messy and disorganized. Will this have a negative impact on my future judgement of you? Maybe.
Chronic disorganization at the workplace, in your Association, in your Club, even at home, sends signals to others that something is not in sync with you. Can we really, really reach full efficiency if our surroundings are messy? Think about it. Do you picture your dream workplace as a messy place? Honestly, I don't think you would. Some would argue that most geniuses were totally disorganized. OK, but are you a genius like Einstein or Galileo? Hm.
I have a few hidden, junk drawers, junk closets and "holds whatever"- cabinets. Both at work and at home. I live peacefully with my mess. I call it organized mess, because it doesn't affect my day, it doesn't affect my goals, it doesn't bother me. Many of us realize the mess, ignore it and literally suffer from the negative effects it has on us, on our goals and possible negative perceptions others can have of us.
If you are doing business where people need to have very positive perceptions of you, re-think your office mess, your mess in your car (picking up a client for lunch?), your mess in your purse (does it take you 15 minutes to locate your business cards?). You have goals to achieve in your social and business interactions, and don't let your messy surroundings ruin them for you!
The reason why I decided to write about disorganization, is because I believe chronic disorganization can ruin our goals. This is so sad. I've seen people giving up because they couldn't find their "to do list" they were working on and after starting a new one, they once again misplace it. I've seen people not going to the gym because they postponed doing their laundry, didn't check detergent was actually missing and had nothing to wear to the gym. Their enthusiasm, so great, was eaten up by disorganization. I've also seen people avoid calling important people, or getting back via e-mail because (and they told me that), they misplaced their contact info! Wow!
I've experienced being silently ignored by someone who had so much, so much in his hands, he couldn't even schedule answering me back in his amazingly busy 24h day. He told me he didn't sleep, so I figured ... "Hey, maybe I have a chance of receiving an e-mail from him, even if it's at 3 a.m. I wouldn't mind!" He couldn't really fit me into his 24h day, and while I move on, my perception of him changed quite a bit.
I wrote a previous post about the following: We live in a society. No matter who we are, who we want to be or what beliefs we have, it is how OTHERS PERCEIVE us that will, partly, influence how successful our social life, our social interactions are. If you come across as a snob, yet you feel you are not one, you are clearly doing something wrong. If you come across as rude, yet you are perplexed to hear that Mary gossiped to Lauren and John about your rude remarks and they all agreed on it, you're certainly doing something wrong! Don't kid yourself. This is serious stuff.
If I interact with you one day, and the next day I meet you say, in your office, you are inviting me in to explore more of who you are. If your office is a mess, a chaotic dump, you are telling me this about you. I might continue to consider you an extremely, friendly, outgoing, fun, capable, knowledgeable person, yet, I will also think of you as messy and disorganized. Will this have a negative impact on my future judgement of you? Maybe.
Chronic disorganization at the workplace, in your Association, in your Club, even at home, sends signals to others that something is not in sync with you. Can we really, really reach full efficiency if our surroundings are messy? Think about it. Do you picture your dream workplace as a messy place? Honestly, I don't think you would. Some would argue that most geniuses were totally disorganized. OK, but are you a genius like Einstein or Galileo? Hm.
I have a few hidden, junk drawers, junk closets and "holds whatever"- cabinets. Both at work and at home. I live peacefully with my mess. I call it organized mess, because it doesn't affect my day, it doesn't affect my goals, it doesn't bother me. Many of us realize the mess, ignore it and literally suffer from the negative effects it has on us, on our goals and possible negative perceptions others can have of us.
If you are doing business where people need to have very positive perceptions of you, re-think your office mess, your mess in your car (picking up a client for lunch?), your mess in your purse (does it take you 15 minutes to locate your business cards?). You have goals to achieve in your social and business interactions, and don't let your messy surroundings ruin them for you!
Friday, May 29, 2009
Effective Networking: It's in YOUR hands!
Effective Networking, whether for business or social purposes is not that easy a task as we might think. It requires quite a bit of work from YOUR part, and it happens in 3 stages: Before, During and After.
If you are about to attend a Networking event that will bring together, let's say, a multitude of business people who conduct business in your area, consider the following:
BEFORE
DURING
AFTER
Good luck!
I look forward to reading about your Networking Tips!
If you are about to attend a Networking event that will bring together, let's say, a multitude of business people who conduct business in your area, consider the following:
BEFORE
- Find out who will probably be attending the event. Ask around. Ask the place (a restaurant?) or the Event organizers.
- If someone interesting is expected to attend, and you are planning on meeting them, do your homework on them. Read about what they do, and learn about their latest ventures.
- Make sure you understand the attire suggested, and choose something comfortable, professional, neutral, clean and wrinkle-free.
- Load up on business cards and actually, grab a few from your close business partners/friends to take with you as well. You never know what you'll end up talking about, and maybe someone will ask you if you know any great Doctor, Doggie Daycare, Social Media Expert you trust..and you'll be glad to provide a reference!
DURING
- Don't be shy. If you're too shy to talk to anybody new, don't even go. So, with this said, work on your shyness, and be professionally spontaneous. If you don't know what to say, ask questions! People love talking about what they do, what they like, what they want!
- DON'T eat or drink too much. You're not there for the food and drinks.
- If you do drink, don't hold it in your right hand. Who wants to shake a cold, wet hand anyway?
- Same thing with food: Don't pick your finger food, then quickly eat it, wipe your hand off on your suit jacket and extend your hand for a handshake trying to let out a "Nice to meet you!" while still chewing...Uff!
- Collect business cards and make a mental picture of ALL of them connected to each person. You will need them later!
- Hand out business cards as well, and while doing so, add information about your business, location, new product/service...something that will create a mental connection of you, your business and the business card to the person you're giving the card to.
- Don't stay in one spot. Work the room. Walk around, and look for people who are doing the same thing. Don't jump into a rather closed circle of people already in the middle of a conversation. Create your own circle and bring in people whom you've just met! Introduce them, properly, which will also help you retain their name and business info!
AFTER
- Less than 48h after the event, send out any information you had promised people you would provide them with (an article on wardrobe faux-pas? A great appetizer recipe? Your event list for the Fall?)
- In the same time frame, contact, via e-mail or blog postings (if applicable) how much you enjoyed meeting them and chatting about "abc" with them. Offer your services, your help and hope for future contact. Keep it simple and professional.
- Don't be alarmed if the person NEVER answers back. I know, that's just not only rude, but a pitty. It shows how THEY don't take their networking seriously. Don't cry over it. Move on to those who care.
- Look for additional networking events organized by the same group and different one, and mark them down in your calendar, making plans to attend. Don't attend an event if it conflicts with your own work/presentation/travel plans. Remember, you still have to work, or maybe even, your own business to run.
- Keep a networking event BOOK or LOG! Yes! Write down the date, event name, time, people you've met, follow-ups, relationships built. Keep growing it!
Good luck!
I look forward to reading about your Networking Tips!
Tuesday, May 26, 2009
NO random Restaurant Talk!..
One of my areas of concentration lies in customer service training. This comprises less of the technical training to do a job as a server, bartender, as a front-desk agent, PBX (phones) agent, concierge, sales person or as a reservations agent, and more of the people skills, communication skills, polished good manners and follow-up skills. These "soft skills" complement the technical training given by supervisors, managers or corporate trainers. I come in to polish it up a bit.
Given the nature of one of my concentrations, I always find myself meticulously observing, silent-commenting and judging service. I mostly do so at hotels and restaurants, because of my previous work experience and industry knowledge and passion for hospitality.
I stopped expecting excellent service (so sad, I know), because that would put me on the streets as a trainer and consultant. No, honestly, I haven't experienced flawless service in a casual dining establishment in a long, long time.
I expect A+ service in fine dining establishments, no questions asked. A few years ago, my husband and I celebrated our Anniversary at Manuel's on the 28th on Downtown's Orange Avenue. The contemporary cuisine was absolutely, flawlessly served by our very knowledgeable, very well trained server. The whole team was in sync with their guests, amazingly anticipating our needs over and over again, only stopping by our table when necessary, knowing how to pause, not interrupting our table conversation. Well, a few years later, I must say I just remembered, my husband and I dined at Antonio's on Sand Lake Road by Dr. Philip's (also Orlando). Service was a delight. Although I would not consider it a fine dining establishment, white linen cloths, serving from the left, waiting until both of us were done to clear our plates from the right, and using a bread crumber before serving our dessert was mirroring the service we received this past Valentine's Day at The Vineyard Grill at the Ritz Carlton Grande Lakes.
Sadly, as I was saying, I don't recall the last time I received excellent service in a casual dining establishment. There is always something to mess it up, I must say.
The other day, my parents and I were about to order lunch in one of Downtown's newest restaurants (very nice place, discriminating decor, interesting, tasty menu items). When asked how the chicken was, the waiter's facial expression (and I am not joking!), was a mix of skepticism with a slight disgust. To finalize his answer he said: "It takes so long to cook, and then when you get it...you're just better off having much better chicken at KFC or so!". Enough said.
At a nice Steakhouse known for having some of the best steaks in the State, while clearing up the dishes from the table, piling them up as much as possible on one of those oval trays, my stepdaughter was nicely splashed with meat sauce. It didn't burn her, but soiled her shirt and pants. A not empathetic "sorry" was delivered so low you could hardly hear it. One might say it was just an accident. perhaps. But accidents can be prevented, and the way he was clearing up the table was not indicative of any preventive measures.
One of my all-time favorites is a very friendly, yet clueless waitress letting us know that "the bread we have now is so hard, that I'll have to put some fresh dough in the oven for you!" Thank you for sharing. We don't want to, we don't need to know about these situations in the back of the house.
A guy I worked with a few years ago, when answering a very upset guest's question why the elevator was still out of order, sarcastically responded "Sir, we also have stairs!"...The guest was staying on the 17th floor...(now, that was at a hotel, not at a restaurant, but you know what I'm talking about. Service is service)
In my opinion, service has become way too casual. The fine, little respectful attitudes are somehow lost in time. We are so often rushed through lunch/dinner, many waiters making a complete wrong assumption that we're in a hurry just because it's lunch time. We are judged by our waitstaff the minute we sit down, I get that, ok, and sometimes you see the pathetic transition of horrible service to nicer and careful service once you tell them you are taking a NY Strip home to your husband and 2 desserts will be to-go as well. Now, I must say, diners (people!) have also been slacking in their manners. Uff, that will be a whole other post, but if you're trying to serve someone who's constantly on the cellphone, loud and obnoxious, disturbing other guests and barely paying attention to you, server, I understand that frustration very well also.
There are two sides to everything, right?
(The restaurants mentioned above are linked to their web sites!)
Given the nature of one of my concentrations, I always find myself meticulously observing, silent-commenting and judging service. I mostly do so at hotels and restaurants, because of my previous work experience and industry knowledge and passion for hospitality.
I stopped expecting excellent service (so sad, I know), because that would put me on the streets as a trainer and consultant. No, honestly, I haven't experienced flawless service in a casual dining establishment in a long, long time.
I expect A+ service in fine dining establishments, no questions asked. A few years ago, my husband and I celebrated our Anniversary at Manuel's on the 28th on Downtown's Orange Avenue. The contemporary cuisine was absolutely, flawlessly served by our very knowledgeable, very well trained server. The whole team was in sync with their guests, amazingly anticipating our needs over and over again, only stopping by our table when necessary, knowing how to pause, not interrupting our table conversation. Well, a few years later, I must say I just remembered, my husband and I dined at Antonio's on Sand Lake Road by Dr. Philip's (also Orlando). Service was a delight. Although I would not consider it a fine dining establishment, white linen cloths, serving from the left, waiting until both of us were done to clear our plates from the right, and using a bread crumber before serving our dessert was mirroring the service we received this past Valentine's Day at The Vineyard Grill at the Ritz Carlton Grande Lakes.
Sadly, as I was saying, I don't recall the last time I received excellent service in a casual dining establishment. There is always something to mess it up, I must say.
The other day, my parents and I were about to order lunch in one of Downtown's newest restaurants (very nice place, discriminating decor, interesting, tasty menu items). When asked how the chicken was, the waiter's facial expression (and I am not joking!), was a mix of skepticism with a slight disgust. To finalize his answer he said: "It takes so long to cook, and then when you get it...you're just better off having much better chicken at KFC or so!". Enough said.
At a nice Steakhouse known for having some of the best steaks in the State, while clearing up the dishes from the table, piling them up as much as possible on one of those oval trays, my stepdaughter was nicely splashed with meat sauce. It didn't burn her, but soiled her shirt and pants. A not empathetic "sorry" was delivered so low you could hardly hear it. One might say it was just an accident. perhaps. But accidents can be prevented, and the way he was clearing up the table was not indicative of any preventive measures.
One of my all-time favorites is a very friendly, yet clueless waitress letting us know that "the bread we have now is so hard, that I'll have to put some fresh dough in the oven for you!" Thank you for sharing. We don't want to, we don't need to know about these situations in the back of the house.
A guy I worked with a few years ago, when answering a very upset guest's question why the elevator was still out of order, sarcastically responded "Sir, we also have stairs!"...The guest was staying on the 17th floor...(now, that was at a hotel, not at a restaurant, but you know what I'm talking about. Service is service)
In my opinion, service has become way too casual. The fine, little respectful attitudes are somehow lost in time. We are so often rushed through lunch/dinner, many waiters making a complete wrong assumption that we're in a hurry just because it's lunch time. We are judged by our waitstaff the minute we sit down, I get that, ok, and sometimes you see the pathetic transition of horrible service to nicer and careful service once you tell them you are taking a NY Strip home to your husband and 2 desserts will be to-go as well. Now, I must say, diners (people!) have also been slacking in their manners. Uff, that will be a whole other post, but if you're trying to serve someone who's constantly on the cellphone, loud and obnoxious, disturbing other guests and barely paying attention to you, server, I understand that frustration very well also.
There are two sides to everything, right?
(The restaurants mentioned above are linked to their web sites!)
Saturday, April 25, 2009
InternEtiquette - Part II
Good day, everybody! It's a beautiful Saturday morning here in Orlando, Florida!
Continuing the mission of spreading good manners and kindness in our online world, today's focus is on:
Continuing the mission of spreading good manners and kindness in our online world, today's focus is on:
- Enhancing your online written communication to avoid possible conflict
- Watching the content you post; mind your readers!
To start, let's have a look at an example: I am writing to you, whether it is via e-mail, instant messenger, blog comments section, Facebook, Orkut or any other social medium: "I think you did the right thing" You probably know what I am making reference to when I write this to you, however, you don't really know how I am telling you this. Am I confident in my words? Am I rather skeptic? Maybe I am happy? Notice that I didn't use punctuation in the sentence on purpose. You don't know how many e-mails I receive with no punctuation. It's almost like a written nightmare. Without punctuation, you run the risk of total misinterpretation. Let's not get into grammar coaching here, but I cannot emphasize enough how important commas, exclamation and question marks or periods are. I was perplexed when a high school counselor e-mailed me an email with no greeting and closing note, and no use of punctuation! Uff! Enhancing your words with adjectives, adverbs punctuation and "visual words" helps your reader understand how you are expressing yourself in your written delivery. It helps your reader "listen to your voice" when he/she reads your mail.
"I honestly think you did the right thing, without a doubt in my mind!" conveys the full idea: What you want to say and how you want to say it.
Instead of replying to an e-mail by writing: "That's a good start. Keep it up.", write: "I think the first ideas you showed in your table are a wonderful way to start the project. It gives it dimension. Keep up the good work you demonstrated in that table and the bullet points below. Let's bring more content to it, though." People can't read what your entire thoughts are, and while assuming is something we just have to do on a daily basis anyway, if you are expecting a 2-way communication to be truly effective, make sure you enhance your written e-mail communication.
Time should never be an issue here. It takes just a few more seconds to add words, explanations, "smiley faces" and question marks. In addition, by taking 1 additional minute to write it out, you'll be saving time later on not having to explain what you meant in the first place.
Once I wrote an e-mail to a training manager. It had about 2 small paragraphs with a few questions and thoughts I had. The answer I received was (and I will never forget my reaction to it): "Call me as soon as you can." Was he upset? Was he in a huge hurry? Was he at least somewhat happy about what I had sent him? I was confused by the too short and almost rude answer. I didn't know what to make of it. On the phone, soon after, our conversation was delightful! Had he sent an enhanced e-mail, he would have been able to communicate with me much more efficiently and avoid any misinterpretation!
Second topic: Watch the content you post! I read a comment someone posted about certain presentations being "so lame". Not only did this person insult all the other classmates who share the same social medium online and who were actually presenting on that day, but the content posted created a "did you see what So&So wrote?!" type of online gossip. Now, that is something we all don't have time for. A friend of mine decided to blog about her "dumb colleagues who think they know it all" and wrote a paragraph about one certain lady. The lady ended up reading it, and my friend's reputation was drastically affected. Negatively, needless to say. She had to apologize by blogging about it. Another one commented on a certain holiday being "so fake and consumption driven" and "a waste and ridiculous", not taking into consideration that others in his own tight circle celebrate it all the way, and love it. What are you trying to do to yourself, I ask? I never advocate against critique, however, it can always be done in a kinder way. There is no doubt about that.
Remember, nothing is ever totally deleted in our world wide web.
Monday, April 6, 2009
Definitely talk the talk, walk the walk, do as you preach!
Unfortunately, I must say, it has happened quite often that I personally sent an e-mail to someone in the business world, without ever receiving an answer back. Many of them have been compliments and questions, and none of them have been about pitching services. Ever. The most ironic thing is that the majority of my e-mail recipients have clearly stated "E-mail me anytime! I'm here to answer your questions! Or call me!". None of them were celebrities.
Maybe I should have called, because e-mail didn't work.
Some of the people I am referring to are in a business similar to mine. You would think that at least these people apparently practicing good manners would understand the value of contacting someone back when they receive mail.
Hm.
Sometimes we can't contact someone back as soon as we wished, but to let weeks and even months go by is just a shame. Professionals should know better. There is a sense of urgency that is lost, but that can be recovered.
How can you ensure you don't end up in a person's short-term memory, "leave it for later" folder, mails, calls and ultimately "forgot who you were" junk box?
Always be friendly, polite, smile when you speak and write, and mind your word choice.
Be straight to the point. If the person is known to be busy, be short and efficient in your communication style. Remember, people like to be associated to those they feel they have something in common with. Your content has to be appealing and self-explanatory as to why you are contacting them.
Offer value to them. I will talk about VALUE in my next post. (think about what it means to you in the meantime).
Understand circumstances change daily, hourly. Understand how you are approaching them, and re-evaluate it. Understand some people, unfortunately, are not good communicators.
Maybe I should have called, because e-mail didn't work.
Some of the people I am referring to are in a business similar to mine. You would think that at least these people apparently practicing good manners would understand the value of contacting someone back when they receive mail.
Hm.
Sometimes we can't contact someone back as soon as we wished, but to let weeks and even months go by is just a shame. Professionals should know better. There is a sense of urgency that is lost, but that can be recovered.
How can you ensure you don't end up in a person's short-term memory, "leave it for later" folder, mails, calls and ultimately "forgot who you were" junk box?
- Persistence
- Social grace
- Content quality
- Added value
- Understanding
Always be friendly, polite, smile when you speak and write, and mind your word choice.
Be straight to the point. If the person is known to be busy, be short and efficient in your communication style. Remember, people like to be associated to those they feel they have something in common with. Your content has to be appealing and self-explanatory as to why you are contacting them.
Offer value to them. I will talk about VALUE in my next post. (think about what it means to you in the meantime).
Understand circumstances change daily, hourly. Understand how you are approaching them, and re-evaluate it. Understand some people, unfortunately, are not good communicators.
Wednesday, April 1, 2009
Boastful communication
I had the pleasure of meeting a very nice lady today who, after learning about my work, asked me in a whisper: "How do I deal with these Moms who think their baby is the smartest, the cutest, the best, the fastest and just perfect, and verbalize it to the whole world?!"
That is a very valid question. I believe it is common for a loving mother to believe her child is amazing. I know it, because I have a young daughter, and I am completely in love with her.
I told my new friend that the most polite thing to do is to share the enthusiasm of that mother. You can use phrases such as "This is wonderful!" or "It is great she is developing so fast!", but don't feel obliged to hang around for another 10 minutes for more of "My child is the best" type conversation.
You may excuse yourself politley and change rooms, find another friend to chat with or leave, if it applies.
Personally, I think sharing important milestones being reached, such as walking, talking, reading, writing, sleeping over at a friend's house, helping around the house, is a great thing to do.
Bragging about it is not. Bragging usually comes accompanied by arrogance and exaggeration. Implied comparisons and boastful comments contribute to a very uncomfortable and even hostile interaction, whether in person, over the phone or even online. This goes far beyond mothers bragging about their children to others.
The problem with bragging is that it immeditaley has a negative conotation. Even worse, it can be done in a non-verbal matter as well. While bragging is created through a carefully throught through verbal delivery (words, tone of voice, exclamations), our body posture, facial expressions, looks, arm gestures have a great impact.
Bragging is not healthy and sets us up for disappointment and failure. It secludes us socially and might even create labels around our persona, such as, as mentioned before, arrogant, high maintenance and difficult to be around.
There are tacful ways to let others know about your accomplishments or your child's accomplishments:
That is a very valid question. I believe it is common for a loving mother to believe her child is amazing. I know it, because I have a young daughter, and I am completely in love with her.
I told my new friend that the most polite thing to do is to share the enthusiasm of that mother. You can use phrases such as "This is wonderful!" or "It is great she is developing so fast!", but don't feel obliged to hang around for another 10 minutes for more of "My child is the best" type conversation.
You may excuse yourself politley and change rooms, find another friend to chat with or leave, if it applies.
Personally, I think sharing important milestones being reached, such as walking, talking, reading, writing, sleeping over at a friend's house, helping around the house, is a great thing to do.
Bragging about it is not. Bragging usually comes accompanied by arrogance and exaggeration. Implied comparisons and boastful comments contribute to a very uncomfortable and even hostile interaction, whether in person, over the phone or even online. This goes far beyond mothers bragging about their children to others.
This applies to many, many situations we face everyday in our social and in our business lives.
The problem with bragging is that it immeditaley has a negative conotation. Even worse, it can be done in a non-verbal matter as well. While bragging is created through a carefully throught through verbal delivery (words, tone of voice, exclamations), our body posture, facial expressions, looks, arm gestures have a great impact.
Bragging is not healthy and sets us up for disappointment and failure. It secludes us socially and might even create labels around our persona, such as, as mentioned before, arrogant, high maintenance and difficult to be around.
There are tacful ways to let others know about your accomplishments or your child's accomplishments:
- Start by expressing how greatful and happy your are: "I'm so happy today!"
- Have a smile on your face and look the person in the eye (if talking in person)
- Continue with "something happened that really made my day yesterday!..."
- This will trigger interest by the other person
- Tell your story and keep it very short and simple "Susie was given a little award for demosntrating great behavior in school! I was truly touched!"
- You are not saying words/phrases such as "best", "perfect", "I knew it", "She is the best in there anyways", "My little girl is so perfect" or "She's just above average in all she does" - You don't need to comment on the story. Tell the story and that's it. Let the other person share with comments and questions.
...By the way, let me change topics and comment about the coffee poll below. Starbucks won! Is that surprising to you?
Tuesday, March 10, 2009
Gift giving "corporate style"
Gift giving is an art. The main goal behing the act of giving someone a gift is to make the other person feel special. It takes a few steps to achieve this goal and affect the other person on an emotional level. Visually, we are naturally attracted to beautiful things (hint: nice gift wrap). Emotionally, we enjoy personalized things (hint: a handwritten card, a frame with a real picture of both of you). Practically, we like things that will add value to our lives (hint: something we can use!).
You can imagine how I was silently in shock when I once received a gift from a person about a year later after I had given that person that exact gift. Basically, she gave me back my gift!
If you take time to choose a gift, it will show. Also, know at least a few things about the person's likes and dislikes. When handing a gift to someone, never, and I repeat, never comment in a way that will make the other person uncomfortable. This includes saying "Do you like it? Oh, I don't think you like it... You can exchange it! ....Yeah, I don't think she liked it..". This is one of the worst things someone can do when giving a gift.
In the corporate world, gift giving is common, yet sometimes misunderstood. Remember to keep it professional. You may want to buy something that can be actually used in the office/business environment. Depending on what the person does or where she/he works, you may also want to keep it more conservative, or less.
Whether you have a large or small budget, creativity is key.
I have a few personal favorites, for $ and $$$ that I would like to share with you:
- Perfume or cologne
- Pets of any kind
- Clothes, especially undergarments
- Shoes
- Jewelry
- BIG things, like a funny 2 gallon coffee mug (?..), a 1yard long pencil or a 20 pounds chocolate bar
To succeed in the art of gift giving, take your time, find out a bit more about the person, be creative, make it pretty, personalize it and be sincere, always!
You can imagine how I was silently in shock when I once received a gift from a person about a year later after I had given that person that exact gift. Basically, she gave me back my gift!
If you take time to choose a gift, it will show. Also, know at least a few things about the person's likes and dislikes. When handing a gift to someone, never, and I repeat, never comment in a way that will make the other person uncomfortable. This includes saying "Do you like it? Oh, I don't think you like it... You can exchange it! ....Yeah, I don't think she liked it..". This is one of the worst things someone can do when giving a gift.
In the corporate world, gift giving is common, yet sometimes misunderstood. Remember to keep it professional. You may want to buy something that can be actually used in the office/business environment. Depending on what the person does or where she/he works, you may also want to keep it more conservative, or less.
Whether you have a large or small budget, creativity is key.
I have a few personal favorites, for $ and $$$ that I would like to share with you:
- For the Sweet Tooth: delicious Champagne Truffels from Teuscher (Switzerland)
- For the tea Lover: the blooming teapot, tea for one and blooming green tea from TupperLiving (Tupperware)
- For the coffee Lover: a magnificent Nespresso machine
- To complement someone's Stationary: Fine greeting cards with the person's initial(s) - don't forget the envelopes!
- To add a bit more elegance to someone's Stationary: a classic Lamy fountain pen
- For news and magazine Lovers: a subscription to a nice magazine ("Pink", for business ladies, "Portfolio", for both business men and women)
- For the Mom who is also your Coworker: a subscription to "Working Mother" magazine (great!)
- Car TLC: In addition to a gas card (minimum US$25,-), arrange for the person's car to be cleaned inside and out, and if you want to impress even more, arrange for it to be detailed!
- To add a bit of Fun and Laughter: The Hallmark "Hoops&Yoyo" collection has a great variety of fun (and funny!) gifts (to be given to someone you know a bit more)
- To add Motivation: there are great motivational and inspirational cards, posters, frames, even coffee mugs and agendas/calendars. Check out AllPosters.com!
- Perfume or cologne
- Pets of any kind
- Clothes, especially undergarments
- Shoes
- Jewelry
- BIG things, like a funny 2 gallon coffee mug (?..), a 1yard long pencil or a 20 pounds chocolate bar
To succeed in the art of gift giving, take your time, find out a bit more about the person, be creative, make it pretty, personalize it and be sincere, always!
Kindness is a wonderful thing. Use it wisely!
Saturday, March 7, 2009
If I could only remember his name!...
Please know, it is quite common for us to easily forget a person's name, especially if we are meeting many new people at a party, networking event, social gathering or even before a large business meeting. Oftentimes, we feel embarassed to have forgotten someone's name. This may even lead some of us to avoid interacting with the new person we just met, simply because we feel uncomfortable asking for their name again. Morever, the situation may become slightly tighter if the "new person" remembers OUR name...
To ease your pain and help you cross that rough path, there are various methods that help you develop a mindset and capacity to easliy remember names.
One technique that I use and teach my clients is a technique that I developed over time, after reading and trying out many methods. It is called "L-CAR":
LOOK: Look the person in the eyes. Look for specific facial traits. Look at the person's eye color.
CLICK: Take a mental picture of the person's face. Tell yoursefl "click" and tell yourself you want to memorize this face.
ASSOCIATE: Think fast, and mentally associate the new person and her/his name with someone or something that immediately reminds you of him/her. Example: I meet Kate. Kate has a cute nose like my sister's. I will associate Kate with my sister and will place them side by side in my mind.
REPEAT: One of the most important steps: Continuously repeat the person's name during the introduction and short conversation you start with the person. Example: It is a pleasure meeting you, Kate! If you don't mind, I would like to introduce to you my friend John. It is so interesting that both of you come from the same small town, Kate! In a few seconds, you have used her name twice. Now, when introducing John and Kate, you will use it again, and will have more chances of using it immediately after. Repetition and eye contact really will emphasize the mental picture you took and the association you made.
I hope you take the "L-CAR" with you on your business and social gatherings, trips and outings!
Have a wonderful weekend!
Denise
To ease your pain and help you cross that rough path, there are various methods that help you develop a mindset and capacity to easliy remember names.
One technique that I use and teach my clients is a technique that I developed over time, after reading and trying out many methods. It is called "L-CAR":
LOOK: Look the person in the eyes. Look for specific facial traits. Look at the person's eye color.
CLICK: Take a mental picture of the person's face. Tell yoursefl "click" and tell yourself you want to memorize this face.
ASSOCIATE: Think fast, and mentally associate the new person and her/his name with someone or something that immediately reminds you of him/her. Example: I meet Kate. Kate has a cute nose like my sister's. I will associate Kate with my sister and will place them side by side in my mind.
REPEAT: One of the most important steps: Continuously repeat the person's name during the introduction and short conversation you start with the person. Example: It is a pleasure meeting you, Kate! If you don't mind, I would like to introduce to you my friend John. It is so interesting that both of you come from the same small town, Kate! In a few seconds, you have used her name twice. Now, when introducing John and Kate, you will use it again, and will have more chances of using it immediately after. Repetition and eye contact really will emphasize the mental picture you took and the association you made.
I hope you take the "L-CAR" with you on your business and social gatherings, trips and outings!
Have a wonderful weekend!
Denise
Friday, February 13, 2009
The Dating ABC
The Dating ABC can certainly be applied to relationships of all kinds, not necessarily just dating. Have a look!
Always smile
Be polite
Compliment with care
Don't try too hard
Expect reality
Find a common ground
Give in order to receive
Honor your own needs
I will keep an open mind
Jealousy - reevaluate it
Keep communicating
Listen carefully
Mind your manners
Never lie
Obstacles are normal
Persist if you believe
Quality is better than quantity
Resist temptation
Settle differences early on
Trade loneliness for companionship
Utilize your intuition
Visualize what you really want
Welcome change
X: Meet you at the X-roads
You can be happy
Zenith: achieve it in all senses
(c) 2009 INTERNATIONAL ETIQUETTE SOLUTIONS, INC.
Always smile
Be polite
Compliment with care
Don't try too hard
Expect reality
Find a common ground
Give in order to receive
Honor your own needs
I will keep an open mind
Jealousy - reevaluate it
Keep communicating
Listen carefully
Mind your manners
Never lie
Obstacles are normal
Persist if you believe
Quality is better than quantity
Resist temptation
Settle differences early on
Trade loneliness for companionship
Utilize your intuition
Visualize what you really want
Welcome change
X: Meet you at the X-roads
You can be happy
Zenith: achieve it in all senses
(c) 2009 INTERNATIONAL ETIQUETTE SOLUTIONS, INC.
Wednesday, January 21, 2009
Others' perceptions of YOU
It is not a secret that we don't get a lot of time to make a first good impression. Also, it is no secret that we never really get a second chance in making a first good impression.
We need to understand that no matter how you want to be, live, dress and talk, it is not really about WHO you are, but about HOW OTHERS PERCEIVE you. Many people don't realize this crucial point, and are frustrated about their personal and business relationships. Human beings are drawn to those they feel they have something in common with, and this is why they say "it clicked". It applies to social and business interactions of all kinds.
When it "clicks" there are more than just positive, mutual sentiments being exchanged. You are able to establish great rapport with one another, and communication flows like you have known each other for a long time. The so-called chemistry is there, and you feel confident this is the right person. Whether for business, for friendship or for more personal relationships, humans looks for others who are like them. You want this association to happen continuously, and, of course, this is expected to be mutual. If it isn't, the relationship may start off "right", but will sooner or later drift into a confusing, blurry, unfriendly mess where one party/one person tries to control the other party/person, and frustration and disagreement arises in every little possible occasion.
If you want to be perceived a certain way, you need to dress the part, act the part, feel the part and moreover, you need to be consistent in your actions and beliefs. In order to feel confident and attract others who are "like you", take action. Go places that resemble your lifestyle, communicate more often, and nurture new relationships. Don't be afraid to start a conversation, and rather than talking about your thoughts and experiences, be a better listener.
Be careful about trying too hard and ending up communicating the opposite of what you actually desired. Nothing in excess is good, and we all know this. This happens when you forget to remain polite, considerate, friendly and, most definitely when you forget to smile.
It is important to able to make a first good impression. Not only will this allow you to advance socially and in your career, but it will also increase your level of self-confidence. By respecting and acknowledging social and business encounters, you are respecting yourself and are increasing your self-awareness.
Now, it is up to you to decide HOW you want to be perceived by others.
We need to understand that no matter how you want to be, live, dress and talk, it is not really about WHO you are, but about HOW OTHERS PERCEIVE you. Many people don't realize this crucial point, and are frustrated about their personal and business relationships. Human beings are drawn to those they feel they have something in common with, and this is why they say "it clicked". It applies to social and business interactions of all kinds.
When it "clicks" there are more than just positive, mutual sentiments being exchanged. You are able to establish great rapport with one another, and communication flows like you have known each other for a long time. The so-called chemistry is there, and you feel confident this is the right person. Whether for business, for friendship or for more personal relationships, humans looks for others who are like them. You want this association to happen continuously, and, of course, this is expected to be mutual. If it isn't, the relationship may start off "right", but will sooner or later drift into a confusing, blurry, unfriendly mess where one party/one person tries to control the other party/person, and frustration and disagreement arises in every little possible occasion.
If you want to be perceived a certain way, you need to dress the part, act the part, feel the part and moreover, you need to be consistent in your actions and beliefs. In order to feel confident and attract others who are "like you", take action. Go places that resemble your lifestyle, communicate more often, and nurture new relationships. Don't be afraid to start a conversation, and rather than talking about your thoughts and experiences, be a better listener.
Be careful about trying too hard and ending up communicating the opposite of what you actually desired. Nothing in excess is good, and we all know this. This happens when you forget to remain polite, considerate, friendly and, most definitely when you forget to smile.
It is important to able to make a first good impression. Not only will this allow you to advance socially and in your career, but it will also increase your level of self-confidence. By respecting and acknowledging social and business encounters, you are respecting yourself and are increasing your self-awareness.
Now, it is up to you to decide HOW you want to be perceived by others.
Sunday, January 4, 2009
I'm sorry for the delay!
We all know the holiday season is a very busy time of the year. Can you believe it already passed and we are in 2009? Sometimes, we feel we are so involved with all the parties, office parties, cooking, baking, wrapping gifts, decorating, opening gifts, entertaining, taking pictures and reading holiday cards, that days go by and the holiday entertainment and atmosphere do not seem to cease!
Then, we realize the difficult thruth: We forgot to THANK people for their caring gift they gave us and our family in the month of December. Well, you know you thanked them verbally, but you really wanted to send out a nice Thank You Note expressing your gratitude.
Now, you find yourself already in January! What should you do?
The best thing to do is to be creative!
Then, we realize the difficult thruth: We forgot to THANK people for their caring gift they gave us and our family in the month of December. Well, you know you thanked them verbally, but you really wanted to send out a nice Thank You Note expressing your gratitude.
Now, you find yourself already in January! What should you do?
The best thing to do is to be creative!
- Make a very small compilation of your favorite Holiday pictures on which your kids, your loved one, your pets or the beautiful natural scenery is displayed.
- Use these pictures to create a fun Thank You card where you not only thank the person for their gift(s), but where you also wish them all the best for the new year!
- You may use colorful paper to crate your cards or a fun computer software can help you as well. Even a simple word processing program can create nice cards!
- You may want to add a small note on your card simply apologizing for the delay
There is a "social rule" that asks for Thank Yous to be given no later than 48h. You can call or send a card. I understand we sometimes have the best of intentions, but are unable to stay withing these 48h. While this short time span demonstrates a strong commitment from your part, don't feel bad if you are unable to stay within it.
Think about how you can learn from this experience as well. How did it make you feel when you wanted to send out the Thank You cards but didn't do so "in time? Then, how did it make you feel to end out personalized cards with holiday pictures and a handwritten note?
Think about using your weekly/daily goal strategy to your advantage before the holiday season comes again. Choose a day around those December days that you will dedicate to writing your cards. To increase your efficiency, you may even want to think about pre-addressing the envelopes sometime during a quiet day of the year, or choosing which card will go to what family/friend, and save time by doing so!
E is for Thank You Etiquette.
E is for Efficiency.
Subscribe to:
Posts (Atom)