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Look-Listen-Learn Harry K. Jones on 09 May 2008

Shock Your Customers

Look-Listen-Learn I received a pleasant surprise recently that led to a very unique opportunity. I was asked to speak at a local athletic awards banquet which is always a special treat. After the banquet, I unexpectedly ran into a previous client who I haven’t seen for almost 20 years. At that time I was working as a consultant for a local community college and was assigned to a national client for a two-month project that required travel from coast to coast. Much of my time was spent with this particular gentleman.

Long story short, our after-banquet chat led to an informal offer I simply couldn’t afford to pass up. I was invited to spend a half-day with my old friend as he wanted me to witness something he thought I’d enjoy. I accepted his offer, and we agreed on a mutually convenient date.

When I worked with him years ago, he was a prominent supervisor with his company. Today, after several promotions, he’s a vice president of what is now an international organization. It didn’t take long for me to understand why he’s been so successful.

We met for breakfast and then I joined him for a half-day of visiting clients. Yep, it was that simple. This is something he has placed on his calendar every month for years. He said he wished he could do it even more often but his travel schedule currently prohibits any more than a day a month.

He wanted me to see what has resulted from a book we both read and enjoyed very much decades earlier. It was a Tom Peters’ classic, In Search of Excellence, in which he encouraged MBWA (Management By Wandering Around). My friend applied this strategy within his organization and was so pleased with the results that he decided to extend his execution to his client base. That’s what he wanted me to see.

Once a month, he unexpectedly drops in on a number of his clients to do nothing more than say “Hi,” ask how things are going, and inquire as to what he can do to make his client’s life a little easier. His questions and comments are very informal and conversational. His visit is short and pleasant. He claims to walk away from every client feeling he has learned, through casual feedback, something new about the client, his product and service, and/or their relationship.

During our half-day adventure, we chatted with five clients, and I couldn’t help but recognize the fact that each of the five seemed pleasantly surprised to see him. One even mentioned the fact that my friend was the first vendor that had ever taken the time to stop by, much less inquire as to how they might be helpful.
After each visit, he jotted down several notes on a legal pad … all of which I was certain would be put to good use with disciplined follow-up. After lunch I thanked him for the experience and told him how much I appreciated the opportunity to see someone actually applying, with enthusiasm and obvious success, something he had learned. He informed me that he thought I might find it interesting because we shared a respect of both the author and the concept.

Shock Customers

He said he makes these visits religiously when he’s in town as well as while on the road throughout the country. He swears his ROI (Return On Investment) is incalculable and encourages everyone to make such activity a critical part of their schedule.

Situations such as this one are indeed rewarding and even more so when totally serendipitous. Why not “Shock a Customer” by calling or stopping by for a visit? You may be pleasantly surprised as well.

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

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Look-Listen-Learn Harry K. Jones on 30 Jan 2008

The Miracle of You - Part II

I hope some of the data provided in Part I of ”The Miracle of You“ may have opened your mind to the tremendous potential you posses and the unlimited possibilities which await you. If you missed that first article, take a moment now to look it over before going on.

Now let’s take a look at even more great news.

Even though you may consciously forget more than 90% of what you learn during your lifetime, your brain will store 10 times more information than can be found in the 20-million volumes within the Library of Congress!
There are at least several trillion hard-working cells inside you, some so small that it takes 250 of them placed side-by-side to equal the diameter of the period at the end of this sentence.
No single scientific instrument has been developed yet that is as sensitive to the light as is your eye. In the dark, the sensitivity increases 100,000 times so that your naked eye is able to see a faint glow, which is less than a thousandth the brightness of a candle’s flame, yet it can see the light from stars, the nearest of which is 25 billion miles away!
Your ears are as much acoustic marvels as your eyes are optic phenomenons. The inner ear can detect 15,000 different tones. Not only do these ears perform hearing, they control your equilibrium as well.
Your heart beats an average of 75 times a minute, 40 million times a year: that’s nearly three billion times in a lifetime! At each beat, the average adult heart discharges about 4 ounces of blood, nearly 3,000 gallons a day, and 650,000 gallons a year: enough to fill more than 81 gasoline tank trucks! Your heart does enough work in one hour to lift an average-sized man to the top of a three-story building, creates enough energy in 12 hours to lift a 65-ton tank one foot off the ground and generates enough power in a lifetime to lift the largest battleship completely out of the water!

Feel important? Feel amazed? Feel obligated to appreciate, pamper, and care for those astonishing gifts you’ve been blessed with? Can you honestly say that you’re living up to the extraordinary potential you possess? Whether you realize it or not, you are an amazing person! You are important! You have great value!

Can you imagine how much stress and worry could be removed from your life by realizing your true importance? Worry comes from the belief that you are powerless. You are not powerless. You are here for a reason. You possess more than enough natural intelligence and ability within you to reach any goal you want to achieve.

If you had been exposed to these facts at a young age, would it have made a difference in your self-image and your attitude toward your ability to reach your personal goals? Is there someone you know right now that might benefit from realizing how important they really are? If so, consider the priceless gift you provide to them by taking five minutes out of your busy day to sit and share this information?

Start today. Make a difference in your own life as well as the lives of others. Live up to your potential! You’ll never regret it!

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

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Look-Listen-Learn Harry K. Jones on 14 Jan 2008

The Miracle of You

Look-Listen-Learn I’ve had the privilege and opportunity of working a great deal with high school and college students. Over the years, I’ve identified a trend that I feel has a great deal to do with leadership potential. The age-old argument of whether leaders are made or born will generate controversy for years to come.

I’m a firm believer that many are born with a greater proclivity to learn, adapt, and pursue excellence instinctively. They are truly blessed with high energy, exceptional intelligence, extreme persistence, self confidence and a yearning to influence others. That doesn’t insure they will become a great leader.

A decade of research by the Center for Leadership Studies has proven that even those who weren’t prepared early in life to be a leader could definitely benefit from techniques designed to develop and master leadership skills.

Many other aspects such as experience, environment, culture, and self-esteem play an important part in the leadership formula as well. I’ve personally witnessed the power and results of strong self-esteem as well as the devastation which can result in the absence of this critical element.

For decades I’ve been sharing information with young people who have demonstrated a desire to pursue leadership roles in various aspects of their lives. One of the key elements I focus on is that of strong self-esteem. Young people seem to naturally fall into two distinctive groups: those who seem to feel very confident in their abilities and potential for greatness and those who struggle intensely with identifying their self-worth. The latter group, of course, will find great difficulty in achieving their leadership aspirations.

In an effort to establish a firm foundation of self-worth, I encourage young people to pause for a moment to realize how significant they really are. Reflecting on the successful outcomes of this exercise, I began using it with adults as well. I have an e-mail in my files from a middle-aged chemical plant supervisor who proclaimed that had he been exposed to this way of thinking 25 years earlier, he would certainly be much more successful today than he currently is. I was pleased when he closed his message with the observation that he realized it wasn’t too late to make a difference in his next 25 years! That’s a powerful message to share with a younger generation!

Some of the thoughts I share on this crucial subject of self-respect / self-worth / self-esteem is paraphrased from a book that has occupied a special spot on a shelf of my personal library for many years. The Power of Positive Doing by Ivan Burnell shares 12 strategies for taking control of your life. One of his many areas of focus is self-respect.

You may find it indeed rewarding to share the following observations with your children, grandchildren, students or employees. I’ve witnessed a wide variety of reactions over the years and the vast majority have been very positive and gratifying. I’ve seen people change their view of themselves after hearing this message. For some, I’m sure it was short term, for others I feel it truly had a lasting difference. What do you think?

Do You Know You?

Self-esteem You wake up each and every day in the driver’s seat of a modern miracle. It is your sole privilege and responsibility to direct that miracle in the right direction to achieve the personal success you desire.

Your mind, body and spirit form a exquisite organism—one which is capable of achieving almost unimaginable feats! Your body’s entire structure, from head to foot, is a miracle of precision engineering and production.

If you are an adult of average weight, this is a portion of what your body accomplishes every single day:

Your heart beats 103,689 times!
Your blood travels 168,000,000 miles!
You breath 23,040 times!
You inhale 438 cubic feet of air!
You eat 3 1/4 lbs. of food!
You drink 2.9 quarts of liquids!
You speak 25,800 to 30,000 words!
You move specific muscles 750 times!
Your nails grow .000046 of an inch!
Your hair grows .01714 of an inch!
You exercise 7,000,000 brain cells!

A number of years ago a group of prominent scientists were asked if they could create a computer that could perform all of the functions of the human brain. After exhausting research and a great deal of theorizing, these experts came to a shocking conclusion. To reproduce the actions and components of a human brain:

They would need to build a structure the size of the United Nations Buildings in New York City.
They would need to fill that building with the latest technology.
This massive, complex machinery would require a cooling system with an output equal Niagara Falls.
It would require a power source that could produce as much electricity as is used by the entire state of California!

I’d like to leave you with this information in the hopes that you will consider the true power you possess. Are you utilizing it to its fullest extent? Do you truly realize your value and potential? What are you going to do about it?

Watch our blog for Part II of “The Miracle of You,” which is coming your way in the near future. In the meantime, create an action plan to capitalize on that extraordinary potential you know you possess. Drop us a note and keep us posted on your progress and growth as you inspire others as well.

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

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Look-Listen-Learn Harry K. Jones on 19 Nov 2007

Think About Perspective

Look-Listen-Learn In this vast world and these hurried times, it’s sometime very challenging to truly put things in perspective. I sometimes attempt to do this in hopes of making better day-to-day decisions. It usually occurs soon after returning home from one of my many road trips.

For instance, while in the midst of thousands of people in Times Square in Manhattan, I stop to think about what may be happening at that moment back in my small, quiet midwest home town. Upon returning home, I’ll relax on my deck overlooking the lake as I visualize what might be occurring at this precise instant in the heart of New York City where I was just a day earlier.

It’s difficult for anyone to realize how many people might exist in this world, how many cars are maneuvering our highways and byways at any given moment, or how many events may be taking place simultaneously around the globe.

Maybe the following data will help put things in better perspective for you. Think about it!

If the population of the Earth was reduced to that of a small town with 100 people, it would look something like this:

57 Asians
21 Europeans
14 Americans (northern and southern)
8 Africans

52 women
48 men

89 heterosexuals
11 homosexuals

6 people would own 59% of the whole world wealth and all of them would be from the United States of America.

80 would have bad living conditions.

70 would be uneducated.

50 would be underfed.

1 would die.

2 would be born.

1 would have a computer.

1 (only one) will have higher education.

Kind of an eye-opener isn’t it! Think about it!

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Look-Listen-Learn Harry K. Jones on 26 Sep 2007

Low Cost of Creativity

Look-Listen-Learn This past year we’ve observed a significant increase in the number of requests for creativity training. I’d like to say it was to due to the sudden realization that a creative staff provides a decisive edge in this very competitive global environment. I’d like to say that, but I don’t believe it.

While the observation is indeed true, that’s not why most organizations are finally facing the fact that they should provide creative tools, training and strategies for their people. They’re doing it out of desperation. They’ve run out of options, and they’ve seen the positive return on investment for others who saw the light early on.

One of the concerns I hear from time to time involves the high cost of adapting and maintaining a creative culture. This of course is a misconception. In fact, the opposite is true and has been proven time and time again. Let me share an example.

I just returned from a weekend at Big Cedar Lodge located 10 miles south of Branson, Missouri, on the 43,000 acre Table Rock Lake tucked into the wooded hillsides of the Ozark Mountains. This popular luxury vacation paradise is like none other I’ve had the opportunity to visit. Our client brought their entire leadership steering committee to this scenic vista to enhance their team skills. Those in attendance had a wonderful experience and constantly voiced their appreciation for the opportunity. I’m certain the price tag was substantial although the organization viewed it as an investment rather than a cost.

It was quite obvious to even the most casual observer that Big Cedar Lodge was a contradiction in creativity. Over the years, they’ve spent millions of dollars to create this Utopia. You can see the evidence at every turn:

A Jack Nicklaus signature golf course.
Dogwood Canyon Nature Park.
Waterfalls at every turn.
Table Rock Lake and its 745 miles of shoreline nestled into the Ozark Mountains.
Swiftly moving streams designed to flow across the winding roads of the property.
A full-service marina, spa, and gift shop, and several choices for fine dining, along with horseback riding, pontoon boating, canoes, paddle boating, carriage rides, live entertainment, basketball, ping pong, tennis, bass and trout fishing and trails suited for walking, biking, or hiking. Tours are available by bike, jeep or horseback.
Choice of tastefully decorated lodges staggered throughout the Ozark Mountains, cozy cottages nestled in the dense forest, or rustic log cabins decked out with the latest technology and authentic wilderness decor.

I was assigned to an exquisite log cabin which gave new meaning to the word “rustic.” Constructed of rough-hewn logs, these comfortable retreat cabins offer the ultimate in personal space and total seclusion. Tucked away amidst the dense timber overlooking Table Rock Lake, the interior design of this unique cabin offered a lavish wilderness atmosphere. It came complete with a beautiful limestone fireplace, a large Jacuzzi bath, a bed the size of a football field, a full kitchen with refrigerator, stove, microwave, and dishwasher, a large 50+ inch flat screen TV, high-speed Internet access, a gigantic gas grill on a wrap-around deck, a FREE over-stocked mini-bar and a dozen very realistic looking animals placed strategically around the cabin and highlighted by recessed accent lighting.

Believe it or not, I’m trying to make a point here other than the fact that a situation like this causes one to pray for a flight delay, preferably a two- or three-day delay. This place offers anything and everything money can buy. However, it balances your experience with a large number of things that money can’t buy! Each of those particulars are a by-product of “creative thinking.”

While every attendee I chatted with sang the praises of this fabulous resort, I seldom heard the above amenities mentioned. I’m certain, beyond the shadow of a doubt, all of the above were greatly appreciated. However, what I did hear mentioned over and over again were experiences which I’m certain will be repeated to others as they return home. For instance:

Rustic signs displaying a 12 1/2 mph speed limit.
Immediate no-cost transportation all over the extended property.
Singing around cozy bonfires offered nightly.
Gingerbread Wish cookies left on your bed stand each night with a copy of a local custom and instructions on how to have your wishes granted through a cookie ceremony.
A beautiful complimentary gift basket in every cabin containing 4 large bottles of water, two bags of chips, a bag of popcorn, caramel corn, and several other snack foods.
The most pleasant, polite, informed, guest-focused staff I’ve ever encountered. After placing my wake-up call, the very pleasant operator requested my permission to call me right back to make certain the phone ring was loud enough for me. In 40 years of coast to coast travel, I have never had that happen.
After my program on Saturday, I stopped by the executive offices to let them know how pleased I was with their property, staff, culture and environment. In chatting with one of the managers, I learned that the majority of the novel practices I mentioned were created and initiated by staff members. The costs were very minimal, the response was phenomenal, and the return on investment immeasurable. Creativity, brainstorming, and innovation were obviously intricate ingredients in this very unique culture.

Those returning home from Big Cedar Lodge will have tremendous memories of an unforgettable experience. While the beauty and ambiance will not be forgotten, they will be sharing with others the creative differences they encountered … the unique remembrances which made this particular getaway stand out from all others. The “creative edge” provided by the involved staff deserves much of the credit for providing those distinctive memories … recollections which will translate into much free advertising and marketing as well as what I am certain will be a great deal of repeat business.

Does that “critical creative culture” exist within your organization? It could very well be the decisive factor in achieving future success in today’s competitive marketplace. Take a moment to visit our web site to review the following program content which may be useful in the development of such a culture for your organization:

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: creativity, innovation, out-of-the-box

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Look-Listen-Learn Harry K. Jones on 23 Aug 2007

Generation Communication Gap: Do You Really Know that “Generation Y” College Freshman You Call Family?

Look-Listen-Learn I recently read a very interesting article that focused on a possible motive for many of the major challenges we’re facing today. Chaotic examples of disruptive scenarios were shared from the area of politics, sports, the economy, today’s workplace, entertainment, employment, health care concerns, immigration, education, war, and family structure to name a few. It suddenly became quite apparent that there’s a growing communication problem within our society today, and it’s impacting just about everything we do.

The importance of good communication skills has long been acknowledged as a necessary skill for anyone striving for success. Our society has recognized, taught, debated and focused on this skill set for as long as I can remember. Then why the sudden epidemic leading to chaos in so many situations? The author suggested that it might be more than just communication skills. He suggests that it might very well be based on more of a “generational” clash than on a lack of communication skills. True, the ability to converse with one another is critical today more than ever as global cultures clash, technology advances at a tremendous speed, and the world becomes “flatter” by the minute.

However, is our lack of ability to converse successfully a result of declining communication skills or simply a more vivid example of our society existing of so many living generations who simply don’t make the time or effort to understand one another? And yet we’re forced to live and work together, making critical decisions impacting those around us who may very well have no idea as to what may have influenced our decision-making process.

This is a listing of recent generations for individuals born in the United States. Dates are approximate, as recognized by demographers. As you review the list, try to visualize someone you may know from each of the generations.

2001-Present - New Silent Generation or Generation Z
1980-2000 - Millennials or Generation Y
1965-1979 - Generation X
1946-1964 - Baby Boom
1925-1945 - Silent Generation
1900-1924 - G.I. Generation

As you review the list of those you visualized, think about the many vast differences in each generation. Consider their childhoods, parents, education, technology, politics, religious influences, work ethics, global exposure, etc. Obviously, there are tremendous differences in each generation, and yet today we’re forced to interact in a number of various scenarios. For instance, my grandchildren were exposed to computer operation and speaking Spanish in kindergarten. At that same age, I majored in sliding my nap rug across the classroom floor on my stomach, and the highlight of my day was devouring graham crackers and milk every afternoon.

Maybe this author has struck a critical chord here that demands closer scrutiny. As a society, we’ve acknowledged generation gaps, written books about them extensively and even discuss them in the classroom. However, have we really taken these studies seriously and made an effort to understand how we differ in so many ways from one generation to the next? Do we seriously realize the negative consequences that might result if these gaps continue to widen? If, after reading the following information, you realize the need to broaden your perspective on this critical issue, seek out the numerous studies and books available on the subject by going to Google and/or Amazon.com for further references.

Just in case you weren’t feeling old enough today, just read this. Each year the staff at Beloit College in Wisconsin puts together a list to try to give the faculty a sense of the mindset of this year’s incoming freshman. Here are a few points from this year’s list. For the complete list, please visit the Beloit College’s Mindset List for the Class of 2011.

They never “rolled down” a car window.
They have grown up with bottled water.
Pete Rose has never played baseball.
Rap music has always been mainstream.
They were born the year Harvard Law Review Editor Barack Obama announced he might run for office some day.
Wal-Mart has always been a larger retailer than Sears and has always employed more workers than GM.
Al Gore has always been running for president or thinking about it.
They grew up in Wayne’s World.
Stadiums, rock tours and sporting events have always had corporate names.
MTV has never featured music videos.
The space program has never really caught their attention except in disasters.
They never saw Johnny Carson live on television.
The World Wide Web has been an online tool since they were born.
Dilbert has always been ridiculing cubicle culture.
There has never been a Berlin Wall.

It’s a wonder we can even speak to each other. And, interestingly enough, no one generation is more correct or incorrect than another. They’re all just enormously different from one another, and we’d best take immediate action to close those major gaps. What are you going to do?

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: business, change, communication

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Look-Listen-Learn Harry K. Jones on 20 Aug 2007

Leadership Lessons We MUST Pass On

Look-Listen-Learn Over the years I’ve heard many people complain about professional speakers sharing stories, anecdotes, allegories, parables, metaphors, etc. that have been around forever. Apparently, they’re tired of hearing the same thing over and over again. I can understand that.

In fact, I’ve felt that way myself from time to time as a speaker while I’m creating keynote or seminar content. I can remember thinking maybe I should skip that particular material this time as so many people have heard it before. However, whenever that thought enters my mind, two major facts soon follow.

First, these traditional favorites have been repeated so many times by so many speakers for good reason. They educate, they entertain, they make a point, they’re memorable, they’re passed on to future generations because they have been proven time and time again to add value to those who hear them. When they stop proving to be valuable, they’ll be forgotten and cease to exist.

Second, I think of the many valuable tips, tools, strategies and lessons I’ve learned over the years from professional speakers and trainers that continued to share those very valuable traditional favorites. If they had decided to discontinue sharing for fear of being accused of repetition, I never would have had the pleasure and privilege of learning this material myself. As I think back over my career, I can remember hearing and reading a lot of repetition from such notable speakers and authors as Tom Peters, Zig Ziglar, Denis Waitley, Jim Rohn, Peter Drucker, John Maxwell, Stephen Covey, Ken Blanchard, Norman Vincent, Brian Tracy, Napoleon Hill, and Tony Robbins. I’m so thankful they were persistent in their messages.

I’m also concerned about this valuable material not reaching the ears, hearts and minds of future generations. How will they learn these lessons if we don’t continue to share them? In reviewing today’s current business environment, it’s quite obvious that many of today’s leaders have missed some very important lessons during their careers, and the results have taken their toll. I urge you to join me in making certain we pass on these wonderful lessons to our future leaders.

For example, a client recently sent me the following old favorite. Although she had heard it many years ago, she enjoyed and appreciated hearing it again. After reviewing it myself, I certainly have to agree with her. I also thought of many people I’ve met who hold a variety of leadership roles who obviously missed this “oldie but goodie” the first time around. It’s one of many we should all remember and pass on to emerging leaders in every organization. Enjoy.

During my second month of nursing school, our professor gave us a pop quiz. I was a conscientious student and had breezed through the questions, until I read the last one:

“What is the first name of the woman who cleans the school?”

Surely this was some kind of joke. I had seen the cleaning woman several times. She was tall, red-haired and in her early 40s, but how would I know her name?

I handed in my paper, leaving the last question blank. Just before class ended, one student asked if the last question would count toward our quiz grade.

“Absolutely,” said the professor. “In your careers, you will meet many people. All are significant. They deserve your attention and care, even if all you do is smile and say ‘hello’.”

I’ve never forgotten that lesson.

I’ve also never forgotten her name was Dorothy.

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: leadership, life-long-learning, business

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Look-Listen-Learn Harry K. Jones on 01 Aug 2007

A Challenge to Credit Unions

Look-Listen-Learn AchieveMax® speakers, trainers and staff have been affiliated with the Credit Union Movement for 15 years now, and it’s been a very rewarding experience for us. We’ve had the privilege and opportunity to work with very small credit unions with as few as ten employees as well as very large credit unions that have 50 times that many employees. In fact, I’m preparing now to spend the day on the west coast with an organization boasting 20 branches in 12 cities serving 149,000 members.

That’s one of the interesting aspects of the Credit Union Movement. Regardless of size or location, credit unions share strong, traditional values and commonalities that focus forthrightly on supporting their valued members. However, they also offer unique products and services as they focus on members who share a common but sometimes unique bond from other credit unions. This openness and ability to adapt offers a tremendous advantage to everyone involved.

A credit union is a cooperative organization owned entirely by its members and operated for the benefit of all who belong. Credit unions provide a full spectrum of financial services — just like other financial institutions. The difference is that credit unions are not-for-profit financial organizations whose earnings are passed onto members in the form of lower loan rates, fewer fees and added or improved services.

Over the years, as our relationship with this growing movement has strengthened, we have been asked to work not only with management and front-line employees but also with credit union leagues and credit union associations in a large number of states. We’ve played a key role in annual conferences across the nation and worked closely with a large variety of chapters, boards of directors, and management teams.

Having worked at so many levels of this movement, it has been very gratifying to watch the focus on member service become more intensified than ever before. Of course, as in any enterprise, some have advanced their efforts more rapidly and to a greater degree than others. For the past year, we have been tracking the efforts of a great number of very successful credit unions to create a profile of winning strategies that are necessary to make the claim that you are doing everything possible to focus on the member. We coined the word MEMBERIZED a number of years ago to denote those organizations that excel in their efforts to offer superior member service on a continuous basis.

Main Entry: mem-ber-ize
Pronunciation: ‘mem-b&r-”Iz
Function: transitive verb

the ability to become more responsive to your members;
to enhance your ability to attract new members;
to consistently apply the principles of constant and never-ending improvement to create a service strategy, systems and staff that supports members in every way.

Synonym: see MEMBER SERVICE

As a team, discuss each of the following statements and agree on the most truthful answer.

Do you have as many members as you want?
Yes___ No___
Are your members as loyal as you would like?
Yes___ No___
Do you generate as much business from each member as you would like?
Yes___ No___
Does your entire organization know what your members want and need?
Yes___ No___
Is your service strategy focused on hearing what members are trying to tell you?
Yes___ No___
Can your credit union respond quickly to what members and markets are telling you?
Yes___ No___
Does your service strategy enable you to proactively service your members?
Yes___ No___
Are the full capabilities of your credit union accessible to your members?
Yes___ No___
Does your service strategy reflect the bottom-line importance of member service?
Yes___ No___
As an organization, do you strive for continuous and never-ending improvement in your quest for incomparable member service?
Yes___ No___

The Bottom Line
If you answered NO to any of these questions, you’re not yet fully memberized. However, you must agree that this simple test suggests the enormous advantages and tremendous potential in becoming memberized.

The AchieveMax® team is prepared to work with your staff in creating the necessary strategies to reach that coveted level of memberization. Please call 1-800-886-2MAX or contact us via our web site for more information.

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: credit union, financial, member, member service

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Look-Listen-Learn Harry K. Jones on 05 Jul 2007

A Guaranteed Smile

Look-Listen-Learn Something odd happened to me today. It wasn’t earth-shattering. Certainly not news-worthy. However, it was well-timed, and it brought a smile to my face. That’s important in this day and age. The older I get, the more I believe that things happen for a reason. I’ve stopped questioning the reason and transferred that energy to appreciation.

Today I received an e-mail from an old friend I haven’t heard from in a long time. It was short, to the point and included an attachment. I was told I was missed, my friendship was appreciated, and it was hoped that I would enjoy the attachment. I usually don’t read these kind of “cutsey” attachments that folks tend to send on a regular basis. However, the note was so thoughtful I felt an obligation. I read this one. It produced a great smile, made me pause to think and made my day. I’m passing it along to you in hopes you’ll enjoy it as much as I did. I owe this to my friend.

You’ll find a simple list of “101 Ways to Make You Smile.” You’ll find each entry very short, very basic, and very obvious. Nothing new here. However, as I read through the list, I experienced several revelations:

I couldn’t help but notice that I was already smiling as I imagined doing some of these things.
I couldn’t get over the simplicity of each suggestion.
I realized there were a good number of them that I had never actually attempted.
I immediately felt better just thinking about doing some of them.
I couldn’t help but think about how much I would appreciate it if someone did some of these things for me.
I pledged to myself that I would do at least 10 of these suggestions by
the end of the year.

I want to give you just a couple of examples, hoping you’ll be tempted to what to see the rest.

Let someone cut in front of you during rush hour traffic.
Call your parents.
Visit a retirement center.
Leave a “thank you” note for the cleaning staff at work.
Write a letter to a distant relative.
Recommend a good book to someone.
Dance with someone who hasn’t been asked.
Tell someone you mentioned them in your prayers.
Figure out someone’s half-birthday by adding 182 days and surprise them with a cake.
Ask someone about their children.
Brush the snow off of the car next to yours.
Tell someone which quality you like most about them.
Pay for a stranger’s cup of coffee without them knowing it.
Ask to see a store’s manager and comment on the great service.
Wave to a child in the car next to you.
Fill up the copier machine with paper after you’re done using it.
Tell someone you believe in them.
Ask an elderly person to tell you about the “good ole days.”
Wave to someone looking for a parking place when you’re about to leave a shopping center.
Compliment a coworker on their role in a successful project.
Tell a child you’re proud of them.
E-mail a friend some information about a topic they are especially interested in.
Bake some cookies for your local fire or police department.
Stop and buy a drink from a child’s lemonade stand.

Don’t forget — there are 101 suggestions. I’ll have you know that I’ve already accomplished three of the ten I pledged to complete by the end of the year. It’s quick and easy, and it really does put a smile on your face! Check it out!

Have a nice day!

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: smile, happiness, happy, inspiration

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Look-Listen-Learn Harry K. Jones on 18 Jun 2007

The Wizard of Odds

Odds are great that you’ve seen the movie or read the book. However, if you’ve never seen or heard of The Wizard of Oz, you may want to save some time here and simply bypass this particular article. However, you may want to pick up a copy of this classic at your local video store or just view your local TV listing as you can pretty much find it on television on some channel on any given night.

This time-honored masterpiece has been a favorite of mine since I first saw it as a very young child in 1955. I’ve lost count of how many times I’ve seen it with friends, later with children, and even later with my grandchildren. I discovered something new every time I saw it, and it’s never grown old for me and the millions of others who have seen it.

There are so many lessons to be learned from this paragon of cinema excellence, and we can easily apply them to our families, our personal lives and/or our careers. On the other hand, I’ve lost count of those I’ve spoken to who never really never “got it” even though they loved the storyline, the characters, and the music.

I know of clients who have discussed the lessons of “Oz” as they relate to the workplace, and I’ve read about therapists who have guided families through major challenges using the many valuable messages lurking in the storyline. I even have a long-time friend and associate who built a thriving consulting business on this popular theme. For those of you with children and/or grandchildren, “Oz” affords you a fantastic opportunity to not only enjoy a very entertaining movie but to share some very precious “life lessons.”

If you think “Oz” hasn’t impacted us as a society, simply consider the number of words and phrases you hear regularly that immediately produces images of that mystical land “Somewhere Over The Rainbow”…. Kansas, tornado, Dorothy, Auntie Em, Toto, Munchkins, Wicked Witch of the West, The Wizard, ruby slippers, Glinda The Good Witch, yellow brick road, Scarecrow, Tin Man, Cowardly Lion, Brain–Heart–Courage, Emerald City, Angry Apple Trees, Deadly Poppy Fields, Flying Monkeys, “DingDong The Witch Is Dead” and the list goes on and on.

This American musical fantasy film, based on the 1900 children’s fable by L. Frank Baum, was first released in 1939. It’s hard to believe it’s still so relevant today. Although the many captivating characters are loved by everyone who sees them, the actual “stars” are known by very few. Judy Garland was, of course, a superstar who brought Dorothy to life as no other actress could have done. Ray Bolger, famed dancer, was perfect for the part of the ever-nimble Scarecrow, Jack Haley replaced Buddy Ebson as the Tin Man after the future Beverly Hillbilly almost died from a poor reaction to the silver paint, which transformed him into the loveable metal woodsman, and Bert Lahr, comedian extraordinaire, made you love rather than fear the Cowardly Lion. Frank Morgan, although relatively unknown to viewers, made you believe he was the Wizard. What few “Oz” fans ever realized was the fact that Frank also played the roles of Professor Marvel, a carnival sharkster, the doorman to Emerald City, the cabby driving “the horse of a different color,” and the guard at the gate to the Wizard’s sanctuary, for a total of five different roles in the film. This group of very talented actors joined forces with a couple of unique witches and a community of Munchkins to dance and sing their way into our hearts forever.

Decades after the movie premier, the English band America attempted to explain one of the many morals of the story in their rendition of a song called “Tin Man.” They summarized the entire movie with the line: “Oz didn’t give nothing to the Tin Man that he didn’t already have.” That line was one of two that should be shared with our children while they’re still young. The other is summarized by Dorothy’s cherished observation that “There’s no place like home!”

These messages have touched the hearts and souls of millions over the decades as demonstrated by the longevity of the music and the messages. “Somewhere Over The Rainbow” was recently featured as a final performance by an American Idol for millions of devoted fans. In 2003, New York City welcomed the debut of the box office smash “WICKED.” This Broadway favorite is the story of two girls who meet in the Land of Oz long before Dorothy dropped in. These two unlikely friends end up as the Wicked Witch of the West and Glinda the Good Witch. This spellbinding new musical was nominated for nine Tony Awards … winning three of those. There are currently five productions running — on Broadway, on a U.S. National tour, in Chicago, in L.A. and in London’s West End.

While this entertaining epic will live on forever and entertain legions of both old and new fans, it will also be a very valuable learning tool for anyone who truly examines the many treasures offered throughout the cherished storyline. Discuss them with your children and encourage them to apply them regularly as they face the challenges of growth and success. Apply them consistently within your work culture to realize the true value they offer to everyone involved.

For instance:
“Oz didn’t give nothing to the Tin Man that he didn’t already have.”
Seek, discover, and utilize the tremendous potential we possess within our current staff members. Close the “Knowing-Doing Gap” to increase productivity without adding a single dollar to your payroll.

“There’s no place like home!”
Spotlight and share the many assets within our organization that we so often take for granted. Create an appreciation for resources and benefits we often overlook.

Like the loveable Lion, muster the courage to see and acknowledge the reality we must deal with in today’s competitive and challenging environment.
You’ll have to do it sooner or later. The sooner the better.

Emulate the tireless Tin Man by finding the heart to own your circumstances, no matter how difficult that may prove to be.
It’s not what happens to you in life … it’s how you react to it that makes the difference.

Mimic the Scarecrow, obtain the wisdom to solve any problem or overcome any obstacle that stands in your way.
Never stop learning. When you’re green, you’re growing. When you’re ripe, you’re rotting. Examples of each appear daily in news headlines. The choice is yours.

And, finally, imitate Dorothy and exercise the means to make things happen, allowing you to get the results you want.
Take action. Become a mono-maniac with a mission.

Do these things regularly and you’ll find the happiness and contentment you’re searching for!

And, every now and then, take the time to take in a good movie with a friend or loved one. In fact, consider The Wizard of Oz. With any luck, maybe we’ll meet someday, and we can talk about our thoughts on “Oz” … “Somewhere Over the Rainbow.”

Harry K. Jones is a professional speaker and consultant for AchieveMax®, Inc., a company of motivational speakers who provide custom-designed keynote presentations, seminars, and consulting services. Harry has appeared all over North America addressing topics such as change, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork and time management for a number of industries, including education, financial, government, healthcare, hospitality, and manufacturing. For more information, please call 800-886-2MAX or fill out our contact form.

Technorati Tags: The Wizard of Oz, L. Frank Baum, Judy Garland

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