All is ‘com’, all is bright.

December 17th, 2012
(c) Photograph by Lorraine Behnan

(c) Photograph by Lorraine Behnan

At this time of year we celebrate many holidays and revel in the festivities of the season.  Another year has quickly passed with the inevitable peaks and valleys of life’s landscape.  We continue to make memories.

I started to reflect on my own year and one thought lead to another.  These thoughts lead to my blog.

We are in a world in which technology is a huge part of our lives, and we spend a lot of time in the .com universe.   However, there are many other kinds of ‘com’ assets that elevate our quality of life.  The preface for ‘com’ means: with; altogether; jointly.

Here are my favourites:

Combine – Sharing your ideas or talents with colleagues and friends increases opportunities and the possibility to succeed.

Comedy – Laughter and humour infuse energy, camaraderie, and productivity. A lightness of being gets us through those particularly stressful days.

Comfort – Each of us has challenging days, be they emotional or physical. The comfort of others helps lessen the burden. Be aware of those in need and reach out.

Commend – There are certain actions taken which require a degree of risk and bravery for the benefit of others. Find ways to earn the commendation, and be quick to commend those who make the effort.

Commit – When we believe in an idea, person, or project we can demonstrate our support through firm commitment.

Communicate – The art of conversation is timeless.  We have many vehicles in which to communicate.  Before you write that lengthy email, consider picking up the phone or meeting face-to-face.  Continually hone your skills.

Compliment – We love to be recognized for our contributions and achievements no matter how small or great.  One compliment can go a long way to motivate an individual or group, and to strengthen a relationship.

I am sure you have a favourite com of your own.

Wishing you peace and joy for 2013.

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The Upside of Uncertainty

July 11th, 2012
Lorraine Greek sunset

Photograph ©Lorraine Behnan

Life is uncertain. Uncertainty is life. That’s the appeal of living. So why then is uncertainty often depicted or perceived in a negative context – like it is a bad thing?

References to uncertainty are cited daily in a variety of scenarios and through multiple forms of media and communication. What is certain is that every day the sun will rise and the sun will set, and between dawn and dusk there will be uncertainty.

Humanity is resilient in uncertainty. Resiliency drives us to see what tomorrow brings, and even more importantly, what we can bring to tomorrow.

Sometimes people confuse uncertainty with security. Uncertainty is not being able to read the future.  Well, that’s normal unless you are psychic.  Security is providing a safe environment. This too is normal, however it is practical and achievable.

Arguably some people do better than others in times of change and uncertainty, but generally we have the ability to bounce back. Beware the ‘Chicken Littles’ who squawk loudly to keep us in fear because they may have a hidden agenda for their own gain: power, control, manipulation, and dependency.  These are obstacles that can crack our confidence and derail our personal goals and beliefs.  Amid the noise of uncertainty it is hard to keep one’s focus, and easy to be drawn into the abyss.

Before you go down the  rabbit hole of anxiety and fear look at the upside of uncertainty: the joy of wonder, the element of surprise, fuel for curiosity, antidote to complacency.

This quote by the late Gilda Radner beautifully captures her inspiring perspective on uncertainty.

“I wanted a perfect ending. Now I’ve learned, the hard way, that some poems don’t rhyme, and some stories don’t have a clear beginning, middle, and end. Life is about not knowing, having to change, taking the moment and making the best of it, without knowing what’s going to happen next. Delicious Ambiguity.”

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Customer Service. It’s simple really.

January 12th, 2012

Customer serviceDuring a recent meeting with a client we found ourselves exchanging customer service stories. Client opinion on exceptional service is valuable knowledge. I am always surprised by the simple things that make a lasting impression.  Ultimately, those simple things can encourage retention of a special supplier or a valued customer.

This is a true story, as told by my client.

The story is about Joseph, a taxi driver.  Like many business people, my client travels frequently to airports.  One afternoon she just happened to hail a taxi rather than call for her car service. Joseph happened to be the taxi driver on this particular day.  Upon stopping, he promptly jumped out of his taxi and opened the car door and welcomed my client with a warm and friendly greeting.  Once she was settled in the cab Joseph asked what kind of music she liked. Jazz. Straightaway, he popped a jazz CD into the player.  In an otherwise stressful day, Joseph made my client feel relaxed.  As they approached the airport, she asked for his card. The next time she needed a ride she called Joseph.  He asked what kind of beverage was her preference. Coffee. When Joseph arrived a hot cup of coffee and a warm coissant were waiting for her in the taxi.  To this day Joseph always provides her with a coffee, a pastry, jazz music, and easy conversation with every ride. A long-term business relationship was built.

Joseph has over 400 clients. He gives each of his clients customized and personable service. He is always on time, always upbeat, and always promises a positive experience.

It’s simple really.  Know your client.  Deliver.

I shared my own story  with my client about a recent stay in a hotel. The bellman helped me get settled into my room by carefully introducing me to all of the special features and amenities. That’s the usual service you expect from a bellman, but it was his exit line that made an impression and made my day.  He said, “If you need anything at all please ask for me, My name is Roman. I can promise solutions in minutes, but miracles take three hours.”  He flashed a broad smile and bowed ever so slightly as he gently backed away on his way out the door.

It’s simple really. Be attentive. Find a way to make the customer’s day.

I am sure you have many stories of your own.  These would be helpful to share with your own clients or suppliers, just to demonstrate that it does not take monumental steps to capture someone’s attention and to offer exceptional service. It can be those small acts or consideration and care.  Of course I would love to know about your stories too.

It’s simple really.

- Start with a smile

- Provide consistent quality

- Listen and actively respond

- Be accountable when things go wrong

- Act with sense of urgency to make things right

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‘Tis The Season

December 14th, 2011

Photo by Lorraine Behnan

Photo by Lorraine Behnan


The best and most beautiful things in the world cannot be seen or even touched.  They must be felt with the heart.

- Helen Keller


Heartfelt wishes for a most joyous and healthy holiday with family and friends.

May your days be filled with wonderful stories, laughter, and love.

Perhaps you will get a chance to view some of these Holiday classics. If you don’t have time to watch the movies in their entirety, here are their links to excerpts on You Tube:

It’s a Wonderful Life

A Christmas Carol

Miracle on 34th Street

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Maximize Speaker Value

November 22nd, 2011

Woman presenter with WhiteboardOrganizations and companies continually look for new ways to create memorable and valuable meetings. One of the most popular practices is to engage a dynamic Keynote Speaker whose role is to set the tone for the day, introduce the theme, and infuse excitement and energy that can be sustained for the duration of the event.

A great keynote speech inspires the audience, encourages a call-to-action, and generates interest to explore the topic further. A memorable keynote adds value to your meeting or event. Many speeches are independent, however, others can be great springboards for workshops.

You can maximize the value of a speech and increase the longevity of its impact by engaging the same speaker to deliver both the keynote speech and lead or facilitate a workshop on the same day. This is an option that is becoming more in demand to increase the sustainability of an event.

Here’s how the  combined offering of Keynote Speaker and Workshop Leader maximizes the value:

  1. Having the same speaker deliver the keynote and lead or facilitate a workshop provides continuity and boosts retention of key messages and best practices.
  2. The keynote followed by a workshop creates an immediate opportunity to put theory into practice. Participants can dive deeper into the learning and development process while the keynote ideas are still fresh.
  3. The workshop setting allows the participants to build a deeper relationship with the speaker thereby increasing their willingness to embrace and implement ideas.

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Steve Jobs: In his own wise words

October 8th, 2011

Steve JobsFrom Jobs’ 2005 Stanford commencement speech:

No one wants to die. Even people who want to go to heaven don’t want to die to get there. And yet death is the destination we all share. No one has ever escaped it. And that is as it should be, because Death is very likely the single best invention of Life. It is Life’s change agent. It clears out the old to make way for the new. Right now the new is you, but someday not too long from now, you will gradually become the old and be cleared away. Sorry to be so dramatic, but it is quite true.

Your time is limited, so don’t waste it living someone else’s life. Don’t be trapped by dogma — which is living with the results of other people’s thinking. Don’t let the noise of others’ opinions drown out your own inner voice. And most important, have the courage to follow your heart and intuition. They somehow already know what you truly want to become. Everything else is secondary.

You can’t connect the dots looking forward; you can only connect them looking backwards. So you have to trust that the dots will somehow connect in your future. You have to trust in something — your gut, destiny, life, karma, whatever. This approach has never let me down, and it has made all the difference in my life.

Sometimes life hits you in the head with a brick. Don’t lose faith. I’m convinced that the only thing that kept me going was that I loved what I did. You’ve got to find what you love. And that is as true for your work as it is for your lovers. Your work is going to fill a large part of your life, and the only way to be truly satisfied is to do what you believe is great work. And the only way to do great work is to love what you do. If you haven’t found it yet, keep looking. Don’t settle. As with all matters of the heart, you’ll know when you find it. And, like any great relationship, it just gets better and better as the years roll on. So keep looking until you find it. Don’t settle.

Steve Jobs February 24, 1955 – October 5, 2011

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Busy Busy Busy

August 28th, 2011

Multi-tasking

“Sorry I didn’t get back to you. I have been so busy.”

“Sorry it took me so long to get back to you. I have been so busy”

“Sorry I’m late. I am so busy.

These are not endearing communication openers whether they are expressed in person, by email, or voice message. If you live and breathe in the working world you are ipso facto, busy. If you aren’t busy, something is awry.

No doubt, I too have slipped the “busyness” phrase into my own communication – it is usually followed with immediate regret.  When someone says, “I am so busy”, the unsaid inference is,“ and I have been too busy to include you.” Now this may not be true, but that’s how it sounds and feels.

To add to the drama the latecomer may rush in to a meeting juggling binders, iPads, Smartphones, and a Starbucks coffee as they breathlessly deliver their apology. The recipient of the greeting responds with a polite, “No problem”, however their inside voice is saying, “So what, I’m busy too but I left my busyness outside the door so that I can be focused and ready for you.”

We DO get overwhelmed with work and personal responsibilities.  We DO run late for meetings or forget or postpone replies to our messages. Apologies are always appropriated.  What is unnecessary is the preface along with a litany your busyness agenda.  If you are late for a meeting or phone call simply say, “ I sorry I am late because, (insert ONE reason).  If you are late in replying to an email or voicemail,  “My sincere apologies for this late reply”, is sufficient.  Already disgruntled because of the delay, why add to the aggravation by making people read, or listen to lengthy excuses?

In summary:

  1. Open with “ I am sorry for being late”
  2. Give one specific reason
  3. Get on with the meeting or message.

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Considerate Communication

February 14th, 2011

Male and female conversationWhat do I mean by considerate communication?

Asking for a person’s attention while being respectful of their time.

How do you demonstrate your consideration?

Do whatever it takes to make communication easy for the recipient.

This statement is so important it is worth repeating.  Do whatever it takes to make communication easy for the recipient. Think about the people with whom you would rather communicate.  They are likely easy to listen to, easy to understand, and easy to share an exchange of ideas.

There is a classic saying, “If I had more time I would have written a shorter letter”.   Indeed, it does take more time to organize clear, concise, and compelling communication.  If you want people to listen, understand, and retain your ideas, then take a few minutes to organize your thoughts.  And, ‘Do whatever it takes to make it easy for the recipient.’

Daily we experience waves of information overload.  Our heads are full and so are our email folders and voicemail boxes.  Our time is squeezed multi-tasking at home and at work, and multi-managing communication devices.  We suffer from the T’N’T effect — Technology and Time deficit.

Attention spans have dwindled.  In a rush to communicate we do not take the necessary time to process and edit our thoughts.  As words form in our head they go directly to the page or out of our mouth.   We rush to hit the ‘send ‘ button.  Rambling emails, conversations, and voice messages leave the recipient with the frustrating task of sifting through all the content in an effort to decipher the important information. This is no way to make friends and influence people.

Before you write that next email, make that call or ask for a meeting, take a few minutes to, ‘Do whatever it takes to make communication easy for the recipient’. Follow this efficient, effective and considerate process.

  1. Keep your ideas short and simple.  Compound and complex language causes disengagement and frustration.
  2. Prioritize your main points. Don’t assume the recipient will stay focused to the end of your communication to get ‘the good stuff’ .
  3. Include only the information that is relevant and helpful to the recipient. Minimize the backstory.
  4. Construct a logical flow of ideas.  This helps the recipient to understand and strengthens retention.
  5. Replace long-winded explanations with examples, metaphors, or analogies. The recipient is more likely to remain engaged.
  6. Review and determine the extraneous or superfluous information. Distill. Review. Distill.
  7. Proffread. I mean proofread!

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The Magical Horse

January 4th, 2011

New naybourThis horse does not fly. He does not talk. He does not do tricks. Yet, he has brought magic to our community.

I live is a small neighbourhood on the edge of a conservation area. Across from my home is a pasture which has been vacant since moving here 9 years ago. One morning I was reading a magazine and sipping coffee by the light of the kitchen window when the horse appeared, peacefully grazing on the tall grasses. His arrival was sudden and whimsical. I had to take a long second look. It was a strange and surprising vision but a welcome one. We always thought this property was earmarked for a new house. Indeed that may be in the future but for now we have been given the gift of, Remington The Magical Horse.

Several months have passed since the arrival of Remington. The horse has become a community treasure. People pull over in their cars to stop for a visit. Sometimes they just quietly lean on the fence as they reach over to pet him, other times they share the events of the day or whisper sweet nothings or secrets. Maybe they even unload their cares and woes. Remington is an excellent listener. He holds a regal and patient pose while his nose is stroked and his ears are scratched. Dog walkers pause for a brief encounter and even their pets have made a connection to the new ‘naybor’ (sorry couldn’t resist). Children come from their homes scurrying with excitement eager to feed Remington their handful of carrots. The apple tree in our backyard has also provided a convenient and nutritional source of treats for people to offer. Sometimes the neighborhood is alerted by the clip clop of Remington’s hoofs. Kids and adults stop whatever they are doing and head for the street as the owner takes him for an afternoon stroll, frequently stopping to allow Remington’s friends to say,”Hello.”

The view from my kitchen has literally become a window to a new and joyous world. It is so heartwarming to see Remington prance toward the fence to greet the kids who have left their computers and Xboxes to spend time with their friend and folks going to and from work take time to stop for a peaceful rendezvous.

Remington is a reminder  that there is always time to stop and smell (and sometimes eat) the flowers, no matter how hectic life may be.  This is magical.

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Going Local

October 13th, 2010

Local SignAs a relatively new advocate for buying local, I am already reaping the rewards.  Local is not exclusive to growers but to a variety of providers to the consumer. I live in a small community close to big city plazas and big box stores.  Only recently, out of necessity and convenience, I started buying locally at smaller shops and grocers.

Not only am I enjoying fresh food, simplified shopping, and unique products but I am also experiencing exceptional customer service.  Is it because many of those serving the customers are also the owners? Is it because many shops are family operated and have been in the community for decades? Is it because they have built a history of reliability, trust, and integrity? Is it because they call you by name when you return?  Is it because they welcome customers with the warm smile of a close friend? Is it because you get value for your money from staff who sincerely care?

Yes, to all of these reasons, and more.

I read many books and magazines on the latest trends in building and sustaining client relationships to grow business and retain loyalty. Many of the writers are from the Harvard Business School, but sometimes the best ‘tried and true’ practices are good old-fashioned approaches found in our own backyards.

Benefts of  good old-fashioned customer service:

  1. Always take time to exchange pleasantries.
  2. Staff is knowledgeable and courteous.
  3. Pride in their products and their brand.
  4. Keen awareness of a customer in search of an elusive item.
  5. Communicate with customer instead of chatting with colleagues.
  6. Patience is extended in helping the customer make a decision.
  7. Share your joy in the discovery of the perfect product.
  8. You are escorted to a desired item rather than being pointed in a vague direction.
  9. If a product is not available an alternate suggestion is made or they special order.
  10. Offer unique products and express enthusiasm for their special attraction.
  11. Remember your previous purchases and ask for your feedback

If you have experienced additional benefits of local customer service I would love to hear from you.

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