Three Lines Your Customers Don't Want to Hear

I've just completed a used car search and boy am I glad that it's over!  The amount of energy and time is enough to make you want to take public transportation.  As I went through the process, I discovered once again the seedy nature of car sales and it relates to customer service in many ways.  I've heard it all, including:

• Line One: That noise?  Just turn the radio up and you won't notice it. Instead of treating your customer like a moron, just be honest and acknowledge that your product may not be perfect.


• Line Two: You use Gmail- like the pimps. This one caught me off guard as I have never been compared to a pimp but yes, a salesman actually said it!  Never, never, never insult a customer.


• Line Three: You work in education so you're not making that much money. Whether that's true or not, people don't like speculation about their level of income.  Don't presume that you know more than what you know about a customer.  They could be from a tough town or could drive a junky car- neither implies that they are poor.

Which lines do you use to provide honest customer service?  How can you be a servant today in your area of work?

*Photo by hphillips

8 Things I've Learned by Leading a High School

In July, I began a new role as the President of a nearby Catholic high school.  After a decade of various roles in parish and school ministry, it was time to step up and see if all of my preparation for leadership would pay off.

I think that Emerson was right when he said, "Each man has his own vocation; his talent is his call. There is one direction in which all space is open to him." Each day feels very full and it's hard to put it all into one post but I'll do my best:

• Manage your email and voicemail: I'm cool with the former but don't really think of myself as a big phone person.  Phone work is a discipline that I've had to work at.


• Meet on purpose: I enjoy meetings if they have a purpose and if the accomplish forward motion.  Surprisingly, I spend many hours each day in meetings.  Just today, I met with a strategic planner, a fund raiser, my admin team and with several students.  It's an interesting combination of fellowship and work, rolled into a full meeting schedule.  We try to pray before major meetings as a way of staying focused on God's work.


• Practice small government: Not a micromanager, I've found that people work best when you trust them to do their jobs.  So far so good in this regard.


• Stay healthy: I'm tempted every day to skip meals, not drink enough water and just keep pushing through my schedule.  Believe it or not, it takes work to stay balanced and healthy.  This has been surprising and it's an area that I know I'll have to be focusing on in coming months.  I'm thinking of taking a Karate class as a way of letting off some steam.


• Stretch the hours: I've always enjoyed work so a few more hours each day is no big deal.  An 11 or 12 hour day is fairly common but I don't mind this slight adjustment.


• Practice gratitude: I feel blessed in life so it's wonderful to thank those around me for the small (and large) things they do each day.


• Remember that even a school is a business: each day reminds me that our work in a school is grounded in its dual-function as a business. Neglect one and the other falls apart.


• Play: it's fun to enjoy the company of those with whom you work.  At school, we encourage folks to have fun and be upbeat in our interactions with students.

So far so good.  I'm wondering if you've had a job change in the past year and what you learned from that transition?  For a backstage pass to my daily schedule, check me out on Twitter, @thedailysaint

*photo by strangelibrarian

5 Easy Ways to Make a Great First Impression

If God is in the details then a first impression is all the more important.  The key, of course, is to consider the value of a good first impression.  Some will protest that if a person really cares, they will look beyond your appearance.  They're right and yet appearances do matter.  A whole lot.

As a high school president, I remind our staff that parents who send their kids to our school judge us all of the time.  It's to our advantage to be in the habit of good first impressions.

So how do you do that, especially in a recessed economy when money may be tight?  It may be easier than you think.

1. Grooming. For men, shaving is an absolute must.  Unless you are a famous rock star, keeping facial hair tidy is essential to a good first impression.  It's perfectly acceptable to have a mustache, goatee or beard but keep it neat. Be attentive to the small things and strive to be a person known for cleanliness.


2. Clothing. Laura Stack, a well known public speaker once shared with an audience that she keeps her wardrobe simple and consistent.  You don't need to shop at Macy's to look good.  Take care of your clothing, polish your shoes and always be ironed.  Find out which colors look best with your skin tones, hair color, etc.


3. Eyes. Eye contact is important to convey confidence and warmth.  As you speak, be focused and attentive to your listener.  As you listen, look him/her in the eye.  Find out if a pair of glasses will make your eyes even more noticeable.


4. Teeth. Strange as it may sound, teeth are often neglected.  If there is one category worth saving towards, it's dental care for down the road.  This may mean laser whitening or a whole new set of teeth.  But save now so that when you need to upgrade or replace your current set, you'll be ready.  A great smile is priceless and more folks have fake teeth than you might think.  It's ok, really.


5. Conversation. To the degree that you can engage someone in conversation, your impression will be strong.  Remember their name, jog your memory as to their personal information (names of children, hometown, pets, etc.) and be genuinely interested in what's going on in their lives.

I encourage you to take inventory as you meet people this week.  Take note of your habits and I'll bet they pay off in the long run.  Good luck!

P.S. Here's a quick tip to make a first meeting even more memorable: follow it up with a short note in the mail.  With as much email as we get in any given day, a kind note is rarely forgotten.

*Photo by Bari D

How to Fake It Without Being Dishonest

One of our coaches at work came up to me last week and asked if I lifted weights.  "Nope," I said "but the fact that you asked me just made my day!"  I explained that I try to get on the bike every once in a while and that I did enjoy canoeing with my kids but other than that, I just fake it.

A day or so later, someone commented that she didn't really know a particular detail leading up to a meeting.  "I'll just fake it," she explained without being rude.  I started to think that maybe "faking" was a universal science and I was just one participant in its cause.

What I've realized of course is that faking it is like currency- there are two sides to it.  One one hand, someone might fake it when they are trying to mislead others.  On the flip side, someone might fake it as a clever way to maintain confidence.  It's this second kind of faking that I'd like to promote.

The examples of this are endless: dying one's hair, getting dentures, wearing clothes that accent or hide or compensate (you get the point) one's strengths.  Improving one's vocabulary would also count.  We're not getting into moral grounds here but a bit of vanity could creep in so be careful.  On the other hand, when used well, these forms of fakery are nothing more than being smart.

The realtor who maintains a clean car and dresses well will probably sell more homes.  The teacher who maintains a sharp appearance will leave have fewer complaints.  The attorney who uses multi-syllabic words in her vocabulary than the average person will have reliable clients.  The priest who is attentive to detail will engender loyalty.  Here's a little self disclosure: I like Joseph A Bank suits and my wife has purchased several for me.  My secret- they each came from vendors on EBay at a discount price.  Brand new suits at a discount price.  Fakery or just being smart?

As a follow up, consider the following:

• Think of your physical appearance- what can you do within 24 hours to make a slight improvement?


• Think of your home- what can be neatened up?


• Think of your vehicle- what can be tossed out?


• Think of  your workspace- what can be simplified?

In these ways, faking it is nothing more than playing to one's strengths.  Now that's what I call intelligent design.

*Photo by From The North

Meaningful Work Through Passion: A Gladwell Perspective

This clip is courtesy of BNET.com. To say that Gladwell is on to something would be an understatement. His latest, Outliers, is helpful to anyone to is trying to integrate their spirituality with their work.