Hey everyone, here we go. . . . . .
IN OUR WORLD
Another fantastic week. I know I often sound like a broken record, but I had the opportunity to spend most of it in spectacular Sedona, AZ. I was working with a client on my transformation program that defines the difference between transformation and innovation. Laura got to come along and we stole a day of vacation. The best part was the resort was in a long box canyon with NO CELL PHONE COVERAGE and little Wi-Fi access. It is amazing how much you can get done without the pressure of the 24 hour connected life.
Back in town I had to hustle to put the finishing touches on two brand new programs that debut next week. It is exciting to see a new project from start to finish. But then I realize that all of my stuff is constantly evolving. As I finished the two new projects, I also added new content to the Repeatable Successful Acts and Elegant Simplicity platforms.
The new web site look and feel is just about finalized. This will also include a new look for the blog going from a text format to a picture filled, graphic look. I am still shooting for a 4th quarter release.
Darren Horwitz, my PR dude, just hooked me up with my favorite magazine/web site, Fast Company, where I have pitched three article ideas and have received a “green light” to start writing. WOW!
Next week I am off to Ft. Worth then on to Minneapolis!
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AND ON FACEBOOK – STEPHEN HARVILL!
THINGS YOU SHOULD KNOW
Life gives us brief moments with another, but sometimes in those brief moments we get memories that last a life time
I am amazed at the number of people that DON’T recognize the power of moments. I notice this all the time. Here are a few examples from my last road trip.
I stopped in the local chain grocery store to pick up some suntan lotion and while checking out I asked the cashier if she knew where a famous local breakfast restaurant was. Her response – “don’t live here, don’t shop here, don’t eat here”. Huh, well guess what, I will NEVER go to that store again and when I wanted some Gatorade, I went to the local Quick – Mart. That moment is etched into my memory and will serve as the WRONG way to do things for a long time. She created a negative moment without a second thought.
When we checked into the resort, Clint was our personal guide and gave us a spectacular 5 minute overview of all the beautiful amenities then carted us off to our room where he showed us the way to the pool, tennis and spa. He was a marvelous ambassador and I told the manager about what a great asset Clint was to the resort. I believe that Clint is like that with every guest he escorts. I fished out a sizable tip to reward a wonderful moment.
Laura started each day with a stretching class at the resorts world class spa. The instructor came in LATE, never introduced herself and gave a thirty minute class like she was just going through the motions. Laura was disappointed and didn’t go back again. That moment is etched in her memory.
One night we drove into town to have dinner. We stopped at a restaurant recommended by the hotel. Our waiter, Dan, was FANTASTIC. He gave a comprehensive explanation of the menu, made recommendations, offered to plate a salad Laura and I wanted to split and was a joy to visit with. As we left I asked to speak to the manager and told him I would hire Dan in a heartbeat to work for me! That moment was so memorable that I am still thinking about it.
What a contrast of moments. How do we know which ones are important, what points of contact will make a memory, where are our moments of truth?
The answer is that when facing a customer, almost every moment is an opportunity. It’s a chance to make sure your clients know your company.
So what do you do to ensure that your customers file their moments of truth in the fantastic column? Constantly remind your people of the responsibility of representation they have. List all of your points of contact, from human interaction to print material and define your leadership over how much focus you will give the moments you are creating. It is a worthy use of your time.
Moments in time become suspended in our memory, we choose those to keep. Make sure the memories your customers keep will shine.
MOVIES: Machete: Laura is out of town, so I might grab Colin and head over to see this blood bath of an action movie.
NetFlix Fans: The 3rd Man: This great Orson Wells movie just came out on Blu-Ray!
TV: Next week is PREMIER week! New seasons for old shows and new debuts for shows like the re-launch of Hawaii 5-0 and Chase. The best news is the House MD starts again!!!!!!!!!!! I am traveling all next week so the DVR will be burning up! Get the Sunday issue of your local paper so you can dive into the TV Guide and get ready for some really interesting new shows. Don’t forget to record Terriers on the FX network. Really good stuff about two slacker PI’s.
BOOKS: Kook; What Surfing Taught Me About Life, Love & Catching the Perfect Wave – Heller: Most everyone has, at one time or another wanted to surf. This is a GREAT book about taking 6 months of your life and starting from scratch to achieve that very goal. Kook is the surf vocabulary term for someone who sucks at surfing and should not even be in the water. A wonderfully written late summer read.
MUSIC: I was listening to The Band and thought this was the best version EVER of Stagefright.
WEB SITES: I am always fascinated by design!
SOUTH OF NORMAL
As you know, I am in constant research mode. Last week I recommended a very South of Normal thinker that I read on the web. This week I want to remind you of another great South of Normal site, www.zenhabits.net . Sign up for their email updates and you will be surprised at the oasis of calm it will bring to your cluttered day. Though some of the stuff is pretty “sappy” I find lots of ideas to refresh my mind, remind me to slow down and ways to simplify my hectic life.
Drop me a note with your comments at firstname.lastname@example.org
Thanks for stopping by and until next time, Adios and Aloha.