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Archive for July, 2008

Responding to a customer complaint

Recently, I invited a colleague to visit my blog and to offer his suggestions.

I had to work hard to get my friend to even consider reading my blog (he told me that he avoided “blogs” as a matter of principle - he is a journalist by way of explanation.) 

He did visit this blog and then he (attempted) to offer me his comments. Unfortunately, I had made it too difficult for him to add his comments. I had required readers to “register” on my site before they could add a comment.

No longer!

I have opened the doors. Anyone can now contribute comments on any of my blogs - without having to register!

I need to thank my friend for bringing this customer irritation to my attention. I just wonder how many other readers I needlessly irritated.

I heard the complaint and I responded - I made the change. It made perfect sense to do so!

 

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I have been busy adding content to my new blog

I have not been on vacation. I have been very busy launching my new blog - Danny Rocks Excels! This blog offers “Tips and Time-Savers” when using MS Excel for Windows.

When you have a few minutes, I invite you to visit. There are now 15 short video lessons posted on the site.  My goal is to create a 3 to 4 minute video for each concept. So far so good!

I have asked several colleagues to review the site and give me feedback. They write to tell me that they enjoy viewing a “short and sweet” lesson on a single concept.

After you visit the site, let me know what you think. I welcome your feedback.

 

 

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How to move forward in your career

Last night I was watching an old CSI episode. Greg Sanders was demanding that his boss, Gil Grissom make a decision.

(I am paraphrasing here) “Tell me what you have decided. Do I remain in the lab? Or can I start to work full-time in the field?”

Grissom (paraphrased) “Greg - when you have hired and trained your replacement, you can start to work full-time in the field.”

It’s that simple!

If you want to move forward in your career, you must look for, hire (figuratively) and train your replacement.

I wrote an article on this subject last year - “The Best Career Advice - Ever!” Here is an excerpt:

“Want to get ahead in your career?  Make your boss replaceable.  Start solving their problems.  Don’t continue to bring them your problems, bring them possible solutions.  Let them see that they are replaceable - by you!  Let them move up a rung on the career ladder.  And if they are smart, they will bring you along with them on the journey up.  They will be your mentor.”

 

Follow this advice. It’s guaranteed to work every time!

 

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Most read articles in June 2008

Here are links to the articles that were read the most on my website during the month of June, 2008

Communications / Body Language

Customer Service

Music / The Arts

Thank you for visiting my site!

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It takes a lot of practice to become a natural speaker

There is a very unflattering picture of Sen. John McCain in this morning’s edition of The New York Times.

Before you jump to any conclusions … This is not a political blog. And the picture in the paper was chosen intentionally - to illustrate a specific point:

Sen. McCain is not a natural orator. His speaking technique is below average. He should avoid standing behind a lectern whenever he delivers a speech.

His “off-the-cuff” candor when speaking is a closed setting was enough to get him to this point in the campaign.

His stiff, under rehearsed, forced style of speaking in larger settings will not get him to where he wants to go - to be elected President.

In my opinion.

The NY Times article by Mark Leibovich is an excellent case study about the realities of speaking in public today - in the real world of “YouTube” moments. A world where every mistep and every malaprop is monitored, magnified, and memorialized.

What is a candidate to do? What should you do - to minimize the possibility of a “YouTube moment” sabotageing your career?

Practice, practice, practice!

“Every great shot you hit, you’ve already hit a bunch of times in practice.” - Martina Navratilova

Make you mistakes during your practice sessions. Speak your key phrases aloud. Over and over again. To the point that you, personally,  can no longer stand listening to your speech. That’s how much you have to practice if:

  • you want to become a natural speaker
  • you want your audience to respond favorably to your speech
  • you want to avoid a “YouTube” moment like the one that Sen. McCain created for himself

To quote from Mark Leibovich’s NYT article:

“But when Mr. McCain, the presumptive Republican presidential nominee, came to the intended sound bite of his speech — the part about reducing America’s dependence on foreign oil — he hit a slick.

“I have set before the American people an energy plan, the Lex-eegton Project,” Mr. McCain said, drawing a quick breath and correcting himself. “The Lex-ing-ton Proj-ect,” he said slowly. “The Lexington Project,” he repeated. “Remember that name.”

In a town meeting in Cincinnati the next day, Mr. McCain would again slip up on the name of the Massachusetts town, where, he noted, “Americans asserted their independence once before.” He called it “the Lexiggdon Project” and twice tried to fix his error before flipping the name (“Project Lexington”) in subsequent references.

Mr. McCain’s battle of Lexington is part of a struggle he is engaged in every day. A politician who has thrived in the give-and-take settings of campaign buses, late-night TV couches and town meetings, he now is trying to meet the more formal speaking demands of a general election campaign.”

Unless Sen. McCain seriously commits himself to a program to improve his public speaking … Well, let’s just remind him of how President George W. Bush’s continued  mispronunciation of the word “nuclear” has solidified his image - and it is not a image that I would want for myself.

Practice is not fun. Nor is it fun to watch or listen to a recording littered with “awkward speaking moments.”

Especially, when you are the one who did the speaking!

Related Articles:

“Practice your responses” 

“Why do politicians fumble Q & A sessions?”

   

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Introducing My PowerPoints Blog!

As I continue to develop content for The Company Rocks I am creating specialized blogs to meet your specialized needs.

Introducing the new PowerPoints blog - http://www.thecompanyrocks.com/powerpoints

The focus for this blog is to offer tips that help you to improve your communications skills.

Yes, I will share tips and techniques to help you get the most our of MS PowerPoint. But, this is not a blog that is limited to MS PowerPoint.

MS PowerPoint is just one tool that you may use to help you craft and deliver a powerful message.

Remember these PowerPoints:

Your MS PowerPoint slides are not your message

MS PowerPoint does not deliver your message. You do!

Therefore, the tips and techniques that I share with you to get the most out of MS PowerPoint have a unified message:

“How will this tip help me to make a Powerful Point?”

Click here to visit the PowerPoints blog.

I have posted my first video lesson on the blog. Check back frequently for new articles and video demonstrations.

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How a coach can smooth out the learning curve

“The best teacher is the one who suggests rather than dogmatizes, and inspires his listener with the wish to teach himself.”

- Edward Bulwer-Lytton

I’ve been exposed to some great teachers during my lifetime. They have, indeed, inspired me to teach myself; to continue to learn and grow.

But there are times when I need to have a good coach by my side to help smooth out the learning curve.

Case in point: I am learning to use a new software program. This program enables me to record training videos which I then upload to my website. Sounds pretty straight forward. Except it isn’t - for me at least!

I spent the better part of yesterday, searching through on-line help websites; reading the users manual for the program; trying one option after another to get the files uploaded properly. It took me hours and hours of trial and error before I succeeded.

OK, so now I know how to perform this task - I’m over the learning curve for this part of the program.

But… did the learning curve have to be so steep?

No… I needed a coach to help me achieve what I wanted to achieve. Quickly, professionally, and interactively. I was more than willing to pay for the coach’s services. There was just one problem…

The “live” coaches for this program took the day off. They were relaxing with friends and family over the 4th of July weekend.

I was not relaxing. I was climbing a steep learning curve.

A good coach - at the right time - would have made the learning curve much smoother. I learned another lesson while trying to learn this software program.

 

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Welcome to My MS Excel Blog!

Welcome! This is my new blog  - www.thecompanyrocks.com/excels - devoted exclusively to illustrating “tips & time-savers” for using Microsoft Excel.

I train individuals and groups to get the most out of MS Excel for Windows. My clients range from students to Fortune 500 executives. I have trained clients in a variety of industries in the United States, Canada and Australia. Each training session is tailored to meet the specific needs of the group or individual.

Most of my clients realize that they are only using a tiny fraction of Excel’s powerful features. And… they want to learn how to tap into Excel’s power in order to:

  • Save time
  • Become more productive
  • Gather data from remote sources
  • Link data sources to consolidate information
  • Analyze data to spot trends and opportunities
  • Present data in an easily understood and professional manner

On this blog, I will share my tips with you. Each lesson will be brief; direct to the point.

One of the most important set of tips that I can share is “how do I perform my familiar routines in the latest version of Excel - v. 2007?”

The current version is quite different - to say the least! Many clients are intimidated by the radically different interface. I will help you to transition to the new version - when you are ready.

So, check in often to see the latest tips that I add to the blog. And… please, feel free to share your own tips and time-savers” with our readers. And… ask questions. I will answer them individually as quickly as I can.

Sincerely,

Danny Rocks

 

 

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A “Reversible Raincoat” - What a great term!

“Ask not what your country can do for you. Ask, what you can do for your counrty.”

- John F. Kennedy

By now, you must realize that I love to collect quotations. I use them often in my writing and public speaking. I like the “rhythm” of certain quotes.  Expescially those that juxtapose a key word. For example, the quote from President Kennedy’s Inaugural address that open up this posting.

Here is another example from President Kennedy:

“Let us never negotiate out of fear but let us never fear to negotiate.” - John F. Kennedy

Now, I find out that speechwriters have coined a term to describe this type of literary device. They call it the “reversible raincoat.” I love it! It is so descriptive.

And when it is used judiciously, this device vividly describes a concept. For example:

  • “People never care how much you know until they know how much you care.” - John C. Maxwell
  • “An optimist sees an opportunity in every calamity; a pessimist sees a calamity in every opportunity.” - Winston Churchill

So how did I discover this rich term - the “reversible raincoat?” In the current issue of Business Week magazine, columnist Carmine Gallo uses some exceprts from Theodore Sorenson’s new book, Counselor as the basis for his article. Sorenson was President Kennedy speechwriter. Read Carmine’s article it is a good one!

I admit to reading a few excerpts from this book but had never discovered the “reversible raincoat” terminology. Now I must buy the book! I need to know more about this term and I want to gather some more “insider” information.

In doing some research on the Internet I came across this article. The formal term to describe this literary device is “Chiasmus.” Yes, that is a descriptive term. But it paints a different picture in my mind. One involving a visit to my physician.

I prefer the “reversible raincoat.”

And now I have another story to share with my audience. Thank you Messers. Sorensen and Gallo!

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Which is more valuable - and why?

Let me ask you a question. As an employer or manager, which of these two options do you think your staff would value more:

  1. An “expected” $1,000.00 bonus at the end of the year
  2. An “unexpected” bonus of $100.00 along with a handwritten note of thanks

Certainly, option #1 has a greater monetary value. But option # 2 is likely to be remembered - and valued - more. Simply because it was unexpected and it was personalized.

Seth Godin has a wonderful posting on his blog today - “When you least expect it” - that illustrates this point. He shares a very useful formula with us:

“Formula: The value of a perk is inversely related to the expectation of that perk.”

 

Quite often, when we receive the expected service or perk we are disappointed. We expected it. But we were hoping for a little more. Sonething extra. Something different.

What remains in our subconscious is “disappointment.”

When we receive something “unexpected” it is special. It is memorable. The memory stays with us - for a long time. We value the moment. We value the unexpected gesture.

The right words - of thanks, of appreciation, of recognition - at the right time, are valued greatly.

It is not what they cost. It is the sentiment that they convey.

“Formula: The value of a perk is inversely related to the expectation of that perk.”

Try it. At home or at work. It is a winning formula.

 

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