Monday Signs

Starting a new week…


Pick a sign for your desk:


– Good morning let the stress begin

 

– Step away from my desk and no one gets hurt


– I found your nose, it was in my business


– I’m pretty sure I have no idea


Which one would you pick?


(Source Photo: Andy Blumenthal)

Advertisements

Don’t Give A Fire Truck

Sometimes, others can get negative at you in life.


People are unhappy. 

 

Complaints are rolling in. 


It seems like you can’t do right.


But you have to have a thick skin or as one colleague told me:

You need to be like Teflon and have it all just roll off you.


And this book title reminded me of this:

“The Subtle Art of Not Giving A F*ck”


Yes, we do have to care about doing good in what we do. 


It’s just that we shouldn’t “give a f*ck” when others are just wanting to tear us down and enjoying it. 


Constructive feedback is good. 


But destructive negativity at every turn is just hurtful.


It’s also a way for others to not take ownership.


We all need to do our part to make things better in this world. 


Sure, no one does everything right and no one is perfect. 


But everyone needs to try their best, and when others just want to beat on you…


That’s a completely appropriate time to not give a firetruck. 😉


(Source Photo: Andy Blumenthal)

Say YES!

Really liked this sign on my colleague’s desk.


It says:

Start With Yes


I remember an old boss who used to say:

Don’t make me get through no to get to yes. 


The idea as another colleague put it is to:

Keep a smile on your face and your focus on the customer; everything else takes care of itself. 


Basically, it’s all our jobs to make sure that the customer’s needs are being met. 


That doesn’t mean that we don’t need to differentiate between requirements and desirements or that we need to deliver the yacht in the first go around.


As a 4th colleague put it:

The customer is in the water. They want the yacht. But I can give them a boat. It gets them to where they want to go, and they no longer need to swim. We can work our way up to a yacht.


Good analogy analogy and good things to keep in mind for customer service excellence! 😉


(Source Photo: Andy Blumenthal)

Nitpicking To Death

It’s funny some people go straight for the kill when they don’t like something. 


Others may nitpick you to death. 


Always! looking for something to henpeck at.


It comes out as you’re stupid, lazy, incompetent, and even worthless.


Why can’t you do anything right (read: the way I would do it)?


If only you would change this, that, or the other thing then it would all be better!


But even when you do manage to change this, that or the other thing–guess what? That just sparks the next round of destructive criticism and never being satisfied.


Hey, since when are you so (f*ckin) perfect?  


Or as the old saying goes, “Who died and made you G-d?”


It should not be about grabbing some sadistic pleasure out of torturing other people with narcissism, judgmentalism, endless criticism and naysaying.


Instead of tearing down, let’s focus on the big picture and what success looks like.


How can everyone contribute to that vision and effort?


Customer service doesn’t mean personal servitude. 


There is such a thing as being a team player, identifying when good is good enough, and driving forward rather than seeking to derail or even go backward. 


Competency is not just for service providers, but for the customers. 😉


(Source Photo: Andy Blumenthal)

Lunch And A Call

This just seemed like a funny photo to me.


In the cafeteria, someone was checking out at the register. 


And on their lunch/food tray, they had, of course, their lunch. 


But also, they had a big black telephone.


Talking about a working lunch!


Wow, is that customer service or what? lol


This reminded me also of the BIG red phone on some top officials’ desks –always ready for that critical call in case of near world catastrophe.


So here we go Joe… 


I will eat my lunch and am ready for your call at any time. 😉


(Source Photo: Andy Blumenthal)

Agile Doesn’t Mean Endless

So Agile development is great for iteratively working closely with customers to develop and refine information systems that are useful to them and the organization.


But even in Agile, there is a beginning and an end to the sprint planning and project management.


Taking Agile to somehow mean endless in terms of adding more and more requirements or scope creep is not what is intended. 


Agile has to be bound by common sense somewhere between what is needed for a minimally viable product (MVP) and what is achievable with the designated resources, objective, and scope. 


Good project managers always have to be sound arbiters and be willing to ask the tough questions and determine if something is truly a requirement or simply a wish list item that is out of scope (but of course, could perhaps make it in for future enhancements).


We need to understand the difference between genuine customer service and irrational project exuberance based on inflated expectations. 


It’s not a dangerous project bubble we want to create that can and will get busted, but rather a successful project that is delivered for our customers that help them do their jobs better, faster, and cheaper.  😉


(Source Photo: Andy Blumenthal)

Teambuilding S-Cubed

Awesome day today with my team at work. 


We had a half-day team building. 


Started off with a Play-Doh exercise where we had to answer things like what we’d like to accomplish as a team in the new year. 


This was my representation with a S-cubed for the new program implementing process improvements and enterprise service management using:


– Strategy


– Structure


– (Customer) Service


We followed up with a great team luncheon and then a game of Monster Mini Golf.


We broke into two teams and one team came in “first place” and the other team were the “winners.”


I suppose whenever we genuinely come together as a team to appreciate each other and work collaboratively as a unified whole–greater than the sum of our parts–then we truly all come out as first place winners! 😉


(Source Photo: Andy Blumenthal)