You Ought To See The Other Guy

Unless you live on another planet and don't have a satellite dish, you have more than likely heard about ex-flight attendant Steven Slater and his "slide to fame". However brief his "5 minutes" may be, I doubt if he will be forgotten. Just two days after his meltdown and surprising (and a tad bit unusual) antics on a Jet Blue plane that had just landed, he is now a folk hero to many. T-shirts with his likeness and comic remarks are already being worn by his supporters. There are already several different ballad versions on YouTube in attempt to immortalize him in song.

In fact, there is probably nothing that I could put in this blog that hasn't already been said about Steven Slater. But this blog isn't about him ....it's about the other end of customer service ..... it's about the other guy.

Most have seen the bump, cut and bruises on Slater's forehead caused by a piece of luggage that got in the way of Slater and a passenger, while in the heat of confrontation. But has anyone seen the other guy?

It's my understanding that the whole incident started just after the plane had landed. A passenger stood up to take his bag out of the overhead storage area while the plane was still moving. Slater told the passenger to sit back down and the passenger refused. Now clearly, we know that we are not allowed to move around the cabin while the plane is in motion. And, we know that luggage flying from the overhead area can definitely do some damage. I am wondering why this particular passenger thought that he was excluded for this very sound and basic rule of "flying the friendly skies." Personally, I felt it was a very selfish and foolish act on the part of the passenger.

I just recently came back from a trip, and I have to say that the attendants on all the flights were friendly and very pleasant. I will also say that has not always been the case. However, I feel it is my responsibility to give them the respect and consideration that I feel I should receive.

This holds true in any customer service communication that we may have. I do feel that really good customer service is lacking in so many areas. But I also know that being in a customer service position is really stressful, and can sometimes be a very thankless job. I believe that most sincerely want to help their customers and make them happy, but do have to adhere to certain guidelines and policies as defined by their employers. In the case of flight attendants, they have some very severe and strict guidelines that they are responsible for enforcing. Some are not obviously convenient for the passengers, but hey, I'll forgo a little inconvenience for a safe flight, any day.

I will also admit that I have called customer service to complain about my disappointment in a product or service, or to dispute a bill, with my game face on, and ready to do battle. I'm sure I don't always make speaking with me a very pleasant experience for them. I also believe there are those who are arrogant and just a bit over-the-top in their demands (not me, of course).

Bottom line, I think really good customer service is reliant on two main factors, a customer service representative who is sincerely concerned for his/her customers satisfaction, while adhering to company policy: and, a customer who recognizes that the customer service agent is trying to help to the best of their ability, and deserves the same amount of respect and consideration expected from them.

As for Steven Slater is concerned, I've seen the cuts, bump and bruises on his forehead .... I'd like to see the other guy.

Are You Hall of Fame Material?

I love the game of football, and I am one of those who did watch the 2010 NFL Hall of Fame Induction Ceremony held on August 7, 2010. I was especially excited because two of my Favorites, Jerry Rice and Emmitt Smith were being inducted. It was the most inspirational two hours that I have spent in a long time. I thought about a motivational event I had attended last year. The experience had been expensive, and I suppose I did come back somewhat inspired … but not nearly as much as listening to the speeches of three inductees. Emmitt Smith and Floyd Little were literally power-houses of emotion and inspiration. Jerry Rice’s speech was more toned-down, but his message was as inspirational.

All three men spoke about their long journey to the Hall of Fame, and what it took for them to get there. All three agreed that being gifted, alone, was not enough to make them Hall of Famers.

While each speech was different, the message was being delivered echoed the same principles of what it takes to be a Hall of Famer.
Anyone can have a dream, but not everyone fulfills that dream. Fulfillment requires a plan and action. It takes dedication, perseverance, and determination. Emmitt Smith suggested that you write down your dream. Once you write it down, it then becomes a goal. It is the goal that requires a plan and execution.

All Three spoke of faith and their spiritual beliefs … and the faith they all had in themselves, against all odds.

Floyd Little spoke on responsibility, finding good mentors, and then becoming one. He said it was important to never believe the nay-sayers …. ever … but to believe in yourself, despite all the odds against you.

Jerry Rice spoke of hard work and discipline. He spoke of taking pride in all he did, whether it was catching bricks (while working for his dad) or catching footballs on the field. He spoke about respecting his fellow teammates.

While all three speeches were different in content to some extent, the one main common denominator was that they had all proved everything they said in their speeches about what it took to be a Hall of Famer . Standing there, being inducted that day in front of their peers and fans, family and friends, they are all living proof of what it takes to be a Hall of Famer.

Yes, it was a great induction ceremony, and it did get me to thinking about what I’m doing about my dreams. This might be the question that turns your dreams into reality …. are you Hall of Fame material?

Segway to Gate D-38

I recently flew down to visit my mother for a few days. The flights going and coming back were uneventful ... that is .... once I was actually onboard. I'm not sure who actually sets up flight times to specific destinations, but I suspect this person(s) has a perverted sense of humor.

The first legs of both trips (going and coming back) were stopovers in Atlanta. My flight to begin my journey was 15 minutes late on taking off. This was a bit disappointing since I only had 35 minutes to land in Atlanta and get to another gate (in a far, far away land.) The flight from Atlanta to where I was going was late, consequently I did make that flight (barely).

On the trip coming home, the plane to Atlanta left a couple of minutes early. I was celebrating (quietly) because, again, I only had 35 minutes to catch the flight back to my home city. The plane pulled away ever so slowly from the gate and then stopped. Then came the announcement from the cockpit. Due to traffic in Atlanta, the crew had been directed to remain on the tarmac for twenty minutes before actually taking off. Again, I got this sinking feeling that I was going to be doing yet another 2-mile sprint though the airport upon landing. Once we did take off and land in Atlanta, I was happy to find that I wouldn't be changing gates. However, the sprint was still on as I was at gate 15 and the plane was leaving from gate 38. I got there in time to show them my boarding pass and board.

So here's the thing. I wouldn't find my trip truly "blog worthy" if this had been a one-time experience. But, this happens almost every time I fly. Ok, I use to complain about long stopovers, but what with Starbucks, good restaurants, and of course mobile devices for computers, it's not really so bad. At least my dignity remains in place and I am not sprinting through an airport with a computer bag on one shoulder and a purse half my size on the other shoulder, dodging people, and chanting ... "My legs have wings .... my legs have wings."

So here's my solution .... Segways. I believe that there are airports around the world that are providing Segways for their security personnel. I would love it if when I'm checking in online, just after the field in which I put the amount of bags I will be checking, they had a field asking if I am requesting a Segway at the gate, when I land. Then when I land, I could jump on the Segway and away I'd go. Of course Segway lanes would need to be constructed (I'd hate to think how many innocent bystanders I'd take out on my way to the next gate, otherwise). It's either Segways or I'm going to have to explain the pair of roller skates I have strapped over my shoulder on my next trip.

Hang On Mary, While I Swipe My Phone

You are sitting at a lunch counter talking with a client on your smart phone, checking your email, and tweeting about the great sandwich you've just eaten. And then, with one swipe of your phone, your lunch bill is paid.

This is the vision of three unlikely rivals, now in alliance to change the way we pay our bills. AT& T, Verizon Wireless and T-Mobile USA are exploring a joint venture to develop a mobile-payment service that uses cellphones. This, according to The Wall Street Journal dated Tuesday, August 3, 2010, in the Corporate News section.

The owner enables the phone for wireless payments by inserting a small card with a radio chip or by affixing a sticker with an electronic ID tag. The cellphone is swiped in front of a wireless reader that connects to a credit card or bank account and withdraws money for payment. Some cellphones may have the ability to display information at the end of the transaction such as account balances.

Phone companies in other countries, (Japan and South Korea, to name a couple) have been successful in rolling out payment services. However, the U.S. has had it's technology problems, as well as regulatory issues. There has also been a lack of demand by U.S. consumers. Once the challenges have been met and resolved, however, the demand by consumers may change.

Looks like smart phones may be getting just a bit smarter, but personally, I'm not ready to turn a smart phone I purchase (still using a "dumb" phone until my current contract runs out) into a credit card. I wonder just how much the cost of the "smarter" phone will go up in price for the consumer. And, of course, the most obvious concern would be in how companies will prevent fraud. Until a phone becomes smart enough to eradicate fraud and identity theft completely, I think I'll pass on this one .... at least for now.

What's The Point?

FaceBook has been around for a long time, but only till the last year, did it become one of my favorite social networks. Ever since FaceBook incorporated fan page options for it's members, I have become a huge fan. I can keep up with friends on my profile page, and share my business interests on my fan pages. I know there are those that are on FaceBook strictly to communicate with family only. And then there is that member-base that is interested in building a large friend or "like" following. This is the member-base I am addressing.

As I browse and read other profile and fan pages, I am sometimes very surprised, and wonder .... just what is the point.

One of the most common things I see, time after time, is the failure to put up a clear and distinct profile picture. I guess if one wants to maintain anonymity, and his/her friends know how to find the profile page among all the other profile pages with the same name, then I guess this works (still doubtful). If, on the other hand, one wants to build one's friend or "like" base, then a profile file picture is crucial. I'm one of those that will not accept a friend request without a profile picture. And, if there is no picture or logo on the fan page, then, well ....hasta la vista, baby.

Another thing that surprises me are the pages that will not allow it's members to interact. The pages are there solely for one-way communication. They are there to update and inform, I suppose, but ... apparently ... they are not interested in your feedback. Kind of reminds me of our family reunions. I just think that if you want build a relationship with your friends and prospective client base, there needs to be a little open communication.

Another thing that I find curious, is when people post a wall comment in question form, and then get upset when someone answers the question. I've actually read a response from a member asking a question which basically said, "this question was for a select few and your are not one of them." In reading the answers from the respondents, I'm not sure who the comment was directed at, or how he or she was suppose to know the question was for a select few.

In relationship to the aforementioned, I actually responded to a question someone had posed. I didn't know the answer off-hand, but considered this an opportunity to learn something new. I went online, and found the answer. I went back and posted my answer, along with a link to the page where I had found my information. Then someone else answered the question. The member who posed the question responded to the other member who had answered the question by saying something along the lines ..."Very good little Johnny, you go to the head of the class!" "I was looking for people who would not have to look up the answer to the question." Apparently the person who had asked the question was either born with an encyclopedia inside her head, or there really is something called a "smartpill" and is passed out to an elite few. Nevertheless, I was surprised that someone would ask a question to the masses in Facebook, and then make a negative comment concerning a member who took the time to read the question, and then took the time to find the answer and respond. I notice that there were few responses after that (one response wished her luck on finding the kind of people for which she was apparently looking.)

So, my bottom-line thought is .... if one is in FaceBook to build relationships and/or a client-based relationship, but one refuses to put up a profile picture or logo, one elects not to have member interaction, and one posts a comment and then is rude in addressing the respondents, then ... really .... what is the point?

Is T.O. In The House?

I was reading an interesting article on Terrell Owens and the timeline of his antics (or in my own words .... self-destruction.) over the last few years. It brought to mind a question that was asked by one of our members in BrightFuse.com. The question asked was whether or not a company could have too many superstars. I replied that I didn't believe there could ever be too many superstars .... just too many prima donnas. I felt that this article served as a good example of what I meant by my answer.

First, for all of the fans of Terrell Owens ... also known as "T.O." ... (and those that aren't family or on the payroll), my intention is not to bash T.O. I respect his ability as an athlete. And, according to the Sporting News NFL , he may very well be playing on a team this year, after all. I wish him, and which ever team signs him, much success. It's just that it's no secret that while he can be a super athlete, he is no superstar in the locker room. This fact has caused irreversible damage to a few teams. The same thing can, and does happen in the any work place.

What a "dream team" situation to have several superstars working on a project. What a disaster to have even one prima donna on the team.

This is the team member who blatantly boasts his/her importance on the team. This is the team member that blames everyone else when the project takes a wrong turn and takes the credit for all the right turns.

This is the person who points a finger, and brings unnecessary attention to the mistakes of other team members.

This is the team member who openly mocks his/her other team members.

This is the team member who makes rude remarks about others, and who starts rumors about his/her team members.

This is the team member who causes rifts between the other members.

This is the team member who thrives on, and demands attention above his/her other teammates.

This is the prima donna. Most all teams seem to have one.

And this is the person on the team that is absolutely brilliant at what he or she does. Therein lies the dilemma. Do you keep or take a chance with some one who is a well-known prima donna, at the risk of dividing your team and creating dissension, or do you move on without this person, in the hopes of finding someone who is not only a superstar at what he/she does, but a superstar who is a team player?

I don't think there is any easy answer, but the next time you see a team project falling apart before you very eyes, you might want to look around to see if there is a "T.O." in the house.

(c) 2010 Debbie Barth

Three Wise Girls Talk With Sharyn Abbott

Sharyn Abbott is a charismatic business women who captivates her audience with genuine and sincere warmth. She continues, time and time again, to receive high accolades from her audiences as one of the most dynamic and compelling speakers of our time.

She has experienced a lifetime of entrepreneurial success, and her credentials include an extensive business consulting background. She is also a prolific writer, with a long list of popular books like Create Your Own Reality - The Ancient Wisdom, which is dedicated to help people live their life on purpose, Mixing it Up, her book that is designed to lead entrepreneurs towards success, J.O.B.S. Just Over Broke Syndrome for anyone who has ever thought about starting their own business, Making a List and Checking it Twice an inspirational guide to help singles choose a great mate and Be Your Own Boss Guide which is an in-depth look into finding the right business for the right personality and her first children's book, The Adventures of Master Pineapple.

She has appeared on the Oprah Winfrey Show where she was featured for her innovative concepts on positive communication techniques. She has been a guest on several local television shows throughout the Bay Area, as well as being a featured guest a syndicated radio show.

On Thursday, July 22, 2010 at 12:00 pm EST, Sharyn will join the Three Wise Girls on Blog Talk Radio. She will be discussing several key points including the break-through study of Physiognomy, facial recognition techniques to help build trusted communications rapidly. She will be sharing social media techniques to build one's client base, how to get your blog in the to 1% of all websites in the world, and talk about the 7 techniques to thrive in any economy.

Callers are welcome to call in and ask Sharyn questions at 1-347-994-3835. Listeners are also invited to the chatroom and to bring a link to a website containing a picture. She will be demonstrating how Physiognomy works.

This will be a power-packed hour with an amazing woman with an astounding background and body of work. The link to the website is www.blogtalkradio.com/threewisegirls. Space is limited. Once again, the Three Wise Girls promise their audience a great show.