Dear Valued Customer

Dear Valued Customer,We appreciate your business. Your call is important to us. We value your feedback. 

Have you ever gotten one of these emails?

Or have you ever been told this on the phone while waiting for 3 hours for Verizon to pick up your call?You’re better than that. 

No one has ever gotten one of these messages and felt appreciated, respected, or valued. 

You’re smarter than that. 

It only takes an extra 2 minutes to add in a little humanity. 

It only takes an extra 2 minutes to make someone feel like they’re being heard. 

2 Minute Action

What’s a common communication you have with others?They could be patients, clients, students, or software users. Do you email them, call them, or hand them a report on a regular basis?

Take 2 minutes today to add in a little humanity to that regular communication. Update your language. 

The only way to make this planet a better place is going to be getting all of us on the same team.That starts with respect. Respect starts with you. 

A Fast Way To Ensure You Lose Your Team

“You’re not acting like you want to be here!”“We’re leaving right now!”“Well then get your act together and let’s go!”I unplugged my headphones and listened more closely.I was running in the park and overheard a mom yelling at her daughter.Her daughter was obviously exhausted and had no interest in continuing on, yet Mom demanded that she keep running and keep up.Let me first say: I am NOT a parent and this is not about judging people.The reminder that I experienced in this moment, though, was about something related to this outrage.There are a lot of similarities between parenting and managing, so stick with me here for a sec.If you need to tell, demand, or bully someone to get your way or make your point: you’re a jerk.Thats it.Steve Jobs is one—but I talk about him all the timeJeff Bezos is another one, for installing the ruthless, cut-throat culture at Amazon.What is success if it means hurting the people on whose backs your project is built?You have to make your own ethical decision of whether or not the ends justify the means.Just consider how much more productive happy and fulfilled people are. Consider the reduction in turnover. Consider the extra hours they’ll gladly stay because they believe in something.

2 Minute Action:

Recognize someone right now.It can be in person (always better), or by text/phone.Be specific.“Great job” and “atta boys” will not be effective.Example of specific:“Bill, when you responded to Susie in that meeting by saying you’ll stand by the suppliers, I just wanted to high give you from across the table. It’s that kind of response that really encapsulates our company values and moves the needle on sales. Really proud of you.”People who are happy, fulfilled, and recognized will fight by your side to the death.You can’t buy that—you can only coach it.