About 1,900 km from where I'm posting this blog entry, there is an old, private, forest road that meanders through the northern boreal forest for about three kilometers. At the very end of the road there's a little village. Look closely, and you'll see that this little village has stores, homes, cars, a bank . . . all the amenities that the local forest fairies, who live here, need on a daily basis.

It's wonderful.

Of all of the things that I’ve discovered on my forest walks over the years, this is by far the most significant and important one. 

It shows me that love, kindness, environmental consideration and imagination are not just welcome here, they have a home here. 

What I admire and respect the most is that the planning board for this village is made up of parents who are actively helping their children translate imaginary concepts into reality in a manner that encourages the participants to be more inquisitive, sensitive and imaginative. And children who are more likely to grow up to be considerate, responsible, inclusive and visionary leaders. 

I should add, before I go, that the primary industry in this village, as well as others like it, is to nurture and disperse tiny seeds of hope throughout the world. Especially during troubled times like these when the large invasive weeds of doubt are growing everywhere. 

PEACE.  LOVE.  UNDERSTANDING.

Listening Without Interrupting

Be fully present and let other people finish their thoughts before you jump in.

It makes others feel heard and . . . it helps you learn more.

Admitting When You're Wrong

Own up to your own mistakes.

Shows humility (and courage) and build team respect.

Show that you value growth.

Giving Credit Where It's Due

Celebrate your team's wins and recognize the individual and the group efforts. 

Sharing success motivates others and makes them feel valued.

Making Decisions Without Overthinking

Don't get stuck chasing perfection. 

Act on the best information you have and adapt as needed.

Over time you can make the good better, and the better best.

Give Honest Feedback With Compassion

Tough feedback doesn't have to hurt.

Put the problem into a helpful context. 

Lead with empathy so people can learn, grow, and improve.

Saying "No" to Protect Focus

Prioritize what matters most.

Saying no to distractions helps your team stay on track, time and budget.

Defending Your Team

Stand up for your people, even when it's tough. 

It builds trust, loyalty, and a stronger, more confident team.

Last week I went to three restaurants; one was an old haunt that my wife and I love. The other two were higher end restaurants that we had not been to before. Because of my fascination with customer service, I found myself reflecting on how each establishment made me feel. Here are some qualities that are fundamental to a great customer experience – regardless of what business you’re in.

Empathy. Great service teams sense what state their customers or prospects are in and adjust their own tone and manner to pace that of the client. Whether the vibes are positive or negative, great service teams know just what to do – because they also know how to improvise.

Enthusiasm. We all need enthusiasm to be great at customer service – especially on the days when customers aren’t so nice. Enthusiasm for what I do is my “emotional tow truck” that, with Charlie, remind me to save some of the great day energy to pull me through the tough times. Enthusiastic customer service people get the job done faster, simpler, and with a touch of class.

Responsibility. Most people who have a product or service issue to resolve REALLY DO NOT want to steal you blind. They’re looking for some fair and reasonable options to their product or service dilemma. Sending them to a different department, or to your boss invariable adds to the time and frustration they feel – and will want to take out on you.

Empower your front line to solve your customers’ problems. Period.

Objectivity. Contrary to what most of you believe, it’s not about you. You just took the call or the customer on the floor or at the counter. They are not here to talk to “you”, they are here to talk to a “brand ambassador” who can and will help them out of their dilemma. See Empathy – above and Ownership below.

Ownership. Those who see themselves as part of the “problem” – think empowered brand ambassador, not helpless Jr. customer service counter person – come up with much better, further reaching solutions. They recognize that “if I’m part of the problem, I can also be part of a better solution!”

Integrity. People with integrity ensure they understand the customer’s needs before arriving at any conclusions. They are able to explain their employer’s position objectively (rather than defensively) to help themselves and customer understand the alternate paths to realistic resolutions. That groundwork enables them to say “yes” and “no” to various options with respect and authority. Integrity “floats the boat”. Bullshit sinks it.

Adaptability. Because there are so many variables (beyond your control) that go into any given situation, most events do not play out exactly as planned. On balance and in hindsight some turn out better, some worse. And that’s why it’s called “life” – not “vacation”.

Culture. When you hire people who are a good fit for your brand and the customers it serves you spend MUCH less on training and enforcement because they work together as one team, towards one goal; make the customer experience memorable.

Philosophy.

One team. One Goal.

All we say and all we do, helps our customers believe that they have come to the right place, or the wrong place. 

Enjoy the day and the journey wherever it takes you.

When President Kennedy gave this address to our Canadian Parliament on May 17, 1961, I was six years old and our close friends, also post-war German immigrants, had just moved to the U.S. "Why aren't we moving there as well?" I wondered.  

When I was twelve, I went to visit them with my sister and parents in Stuart, FLA.

Wow.

In 1971 and 1972, when I was sixteen and seventeen, I was a member of our high-school choir and got to go on music exchange tours with schools in West-Chester, Pennsylvania.

Amazing.

Since then, I've been to The United States, at least twenty times, for business and pleasure.

I looked forward to each trip because I was going to see my neighbour and friend.

President Kennedy’s vision, expressed and framed over 60 years ago, had become my frame of reference for our two countries as well.

I suppose I took it all for granted.

Despite these turbulent times, I pray that, in the long run, President Kennedy’s vision will prevail.

Geography has made us neighbours. 

History has made us friends. 

Economics has made us partners. 

And necessity has made us allies.

John F. Kennedy’s Address to Canadian Parliament.

May 17, 1961.

Source: JFK Library

My mentors encouraged me to Keep It Simple Stupid.

And edit, edit and edit.

That was fourty years ago.

Source: The Economist, January 2024