Tip #606- Three Stellar Service Steps from Sailing the Seas

Despite dozens of deranged cruise ship stories—from crashing into a giant rock to dozens of onboard illnesses, millions of Americans continue to cruise.  In fact, the number of passengers carried by the cruise industry has grown year-on-year and is expected to exceed 24 million in 2018.  If you’ve cruised before, you most likely have experienced stellar service and as long as you weren’t seasick, plan to cruise again.

If you’ve never cruised, or it’s been a while, here are three simple service tips from cruising you can use to exceed your clients’ expectations. 

‘Arouse in the other person an eager want,’ which is Dale Carnegie’s third Human Relations principle. From the second you board a cruise ship, you are enticed with a plethora of food and drinks; activities abound before the ship even sets sail and a teeming itinerary with fabulous places to see and things to do. Each person with whom you come into contact isexcited to see you!  The entire staff and crew understand that they are there to serve, and are eager to do so.

When you meet with an existing customer or new prospect, are you excited to see them?  Instead of being inwardly nervous, set your sight on the person in front of you.  Asking questions and speaking with enthusiasm will enable you to arouse in them an eager want.

‘Smile,’ is Mr. Carnegie’s fifth Human Relations principle, because it says, “I’m happy to see you.  Things are under control.  I care about you.”  On a cruise ship, everyone from the housekeeping attendant to your super server usually smiles.  Even when a guest is continuously disgruntled—as was the case on my last European River cruise, the waiter in this case resumed his smile after listening to the umpteenth complaint and offering another satisfying solution.  Sometimes it feels unnatural to smile when you are frustrated, but the result of smiling is worth the little investment of two lips and one, strong positive attitude. 

Dale Carnegie said, “Most of the important things in the world have been accomplished by people who have kept on trying when there seemed to be no hope at all.”  No matter what happens, remember that challenging customers are not a problem.  Rather, they present an opportunity for you to problem-solve, smile and learn!

‘Remember that a person’s name is, to that person, the sweetest and most important sound in any language,’ the 6^th principle.  Why should the hospitality industry be one of the few in which it is common to hear a salutation with our names?  Hearing our names makes us feel important because it means the other person took the time to first learn and remember them.  If you struggle with remembering names, there is a simple formula for remembering names taught in the Dale Carnegie Course for Effective Communications and Human Relations Skills—along with a boatload of other stellar customer service and sales tips.

By: Liz Scavnicky-Yaekie

Tip #605- Three Reasons to Make Mentoring a Priority

Who is your all-time favorite teacher?  Most likely, it was someone who took a sincere interest in you and cared deeply about you.  This mentor understood your goals and dreams, and did everything possible to help you attain them.  You probably still remember his or her wise adages which you apply in your current professional role.

 

It's unfortunate that for most working Americans, mentorship stops after high school or college graduation.  As Gallup reported, "Schools alone can't be the sole source of mentorship...We desperately need workplaces all over the U.S. to step up and offer mentors and internships on a scale like never before." Here are three reasons to make mentoring a priority in your organization.

Mentors help mentees see 'the forest through the trees.'  It's inevitable to encounter challenges at every rank of any organization.  Sometimes, those struggles hold employees back-they become hung up on what went wrong or are so intently focused on trying to solve one micro problem, that they cannot see the big picture and subsequent realm of solutions.  Dale Carnegie said, "Praise the slightest improvement and praise every improvement."  Mentors help put setbacks into perspective and offer new ways of approaching challenges. Equally important, mentors positively reinforce what mentees are doing correctly by praising a job well done.  Both actions are necessary to excel in all roles.

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Tip # 604 - 4 Common Pitfalls to Avoid When Engaging a Multi-Generational Workforce

The rise of technology and Internet access have forced massive change in the workplace. But perhaps it's the Millennial worker that has caused the most tension in the workplace. The generational divide at work has never been deeper and more daunting than it is today. Here are today's most relevant challenges with engaging a multi-generational workforce and how best to resolve the challenges.

1) Varying Viewpoints 

Most notably, each generation has a very different perspective when it comes to work. Baby Boomers define themselves by the work they do, often using tangibles such as titles, salary, and cars as indicators of success. Millennials take a much more fulfilling approach to work, often looking for more work-life integration and leaning into technology to work smarter. 

Baby Boomers evaluate hard work by how much time is invested in the work (i.e. tenure). Millennials define hard work by how much of their heart they put in the work (i.e. passion). Baby Boomers take pride in the loyalty towards their employer. Millennials take pride in their personal brand, the skills they gain, and the free-agent approach to their career. Generation X typically shares the views of Baby Boomers or Millennials or has a variation of these views.

These varying viewpoints of work can cause heavy friction between employees and force a leader to exhaustively cater to both expectations. 

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Tip #603- Three Busyness Myths Debunked

If your schedule is constantly jam-packed and you lack any semblance of balance, have you considered that you may have fallen into the busyness trap?

You may, not even be aware of your busyness addiction as you rush through your daily routine.  I was that person-voice activating text messages in route to meetings; checking email while dialing in for a conference call, and simultaneously working out on the cardio machine!

Fortunately, I received a wake-up call after reading a New York Times article which states, "Busyness is purely self-imposed: work and obligations they've taken on voluntarily; classes and activities they've 'encouraged' their kids to participate in.  They're busy because of their own ambition or drive or anxiety, because they're addicted to busyness and dread what they may have to face in its absence." 

Before I could trade my busyness for balance, I had to debunk the following three myths.

'Busyness' or constantly being busy is inevitable in the 21st century.  Wrong!  People with busyness addictions have chosen this uber stressful way of life, or merely acquiesced to professional and social pressures. Learning how to communicate, 'No' confidently and in a manner which protects the relationship is critical.  Without these skills, which are taught in the world famous Dale Carnegie Course for Effective Communications, we lose control of our own schedules and ultimately, our lives.

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Tip #602- Marketing to Millennials & How 5 Brands are Adjusting to Earn Millennial Loyalty

More and more brands are reevaluating their marketing strategies, product offerings, and brand experiences in an effort to earn Millennial loyalty. However, marketing to Millennials continues to be a moving target. But for many brands a shift towards Millennial marketing is worth the risk if they can earn the loyalty of the world's largest and soon to be the most spending power generation.

1.) Target "deemphasizes" canned and bagged goods in their stores.

In an effort to appeal to Millennial consumers, Target will focus more on organic, fresher, and healthier foods. Products that are processed will be given less exposure and promotions. According to Fortune, Target's goal is to "look less like Walmart and more like Whole Foods."                       

2.)   Starbucks unveils an alternative music plan.

Earlier this year, Starbucks announced that they will no longer sell CDs in their stores. Starbucks has decided to appeal to Millennial consumers with a streaming service. In a partnership with Spotify, Starbucks consumers can now curate playlists and share between the 16 million My Starbucks Reward Members, baristas and Spotify subscribers whether they are in-store or on the go. More on this story here.

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Tip #601- Three Ways to Make a Positive First Impression

Dale Carnegie said, "When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion."  Whether meeting new customers, employers, prospects or team members, it is critical to make a positive, memorable first impression.  The latest research shows you only have a tenth of a second to make a first impression.

As you attend graduation parties, weddings and other summer celebrations, start practicing the following ways to make a positive first impression.

Mind your body language.  The first step in making a positive first impression is to use your body language to communicate effectively.  Even if you've mastered a firm handshake and solid eye contact, you can still use your non-verbal communication to convey information.  For example, leaning in when you talk shows that you are making a sincere effort to engage the other person.  Dale Carnegie's 7th Human Relations principle is, 'Be a good listener.  Encourage others to talk about themselves.'  Making appropriate facial expressions in response to what the other person says shows that you are actively listening. Human beings want to be heard, so use your body language in addition to your verbal communication to demonstrate that you are genuinely interested in the other person-Mr. Carnegie's 4th principle.

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Tip #600 Three Ways to Effectively Engage Millennials in Today's Workplace

Millennials (born between 1980 and 1996) in the U.S. are on track to become the most educated generation in American history.  As the estimated 2.8 million millennials graduate from college this month with bachelor's, master's and doctoral degrees, many will it difficult to land fulfilling jobs.  Consider these facts according to Gallup's latest report, How Millennials Want to Work and Live:

 

Millennials want to be engaged in their jobs, which means they yearn to be emotionally and behaviorally connected to them, however only 29% of millennials are engaged in their current roles.

 Millennials have the highest rates of unemployment and underemployment in the U.S.

Compensation is no longer the primary driver as millennials value purpose over paycheck.

Millennials are pursuing development and growth in employment opportunities over fancy latte machines and entitlements as they consider the latter to be condescending. 

Instead of fixing their weaknesses, millennials want to develop their strengths.

One thing is for certain, the merging of more millennials into today's workforce means the will of our world is changing-and we must change as well.  Here are three ways to engage millennials in order to effectively manage them.

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Tip #599 Four Habits that Cultivate Productivity

Working smarter, not harder, requires developing the following four healthy habits.

1. Develop a morning routine. On the subject of cultivating a mental attitude that will bring you peace and happiness, Dale Carnegie said, "Fill your mind with thoughts of peace courage, health and hope." That's an impossible feat if you start each day haphazardly. People who begin the day with the right routine set a positive tone for the entire day, minimize stress and maximize momentum. The goal of a morning routine is not to do the exact same thing every single morning; rather, it's to minimize variations. Only you know which activities will benefit you most such as meditation, exercise, journaling, etc. so design a routine with activities that work best for you. Eating a protein-rich breakfast will provide you with the energy you need to pump up your productivity, and help keep your focus sharp all day so you can accomplish as much as possible.

2. Designate time for email. Sounds simple, but in our speedy society where immediate gratification and response have become the norm, this can be very challenging. Instead of constantly checking email or responding to message notifications, carve out some specific times during your workday for email. If this idea makes you cringe, consider the facts.

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Tip #598 6 Millennial Motivators: A Guide To What Motivates Millennials At Work

Where there are unmotivated Millennial employees you will find uninspired leaders who lead teams of anxious, job-hop-in-a-heartbeat Millennials. For the leaders eager to spark change and energy into their organizations there are specific Millennial motivators that can be leveraged to ignite Millennial hustle and extend Millennial retention.

1) Innovation

78% of Millennials were strongly influenced by how innovative a company was when deciding if they wanted to work there. (The 2014 Millennial Study)

66% of Millennials work in organizations that actively encourage/reward its people for innovative ideas. (Deloitte)

Millennials want to change the world and they believe innovation is the catalyst. They will lean into their high-tech and hyper-connected upbringing to find answers to today's complex problems. Innovation matters to Millennials...big time.

Example: LinkedIn has their own internal incubator where employees are encouraged to innovate. Once a quarter, employees can come up with a new idea, put a team together, and pitch their idea to the executive team. If their idea is approved, they are able to spend up to 3 months time dedicated to turning the idea into something that benefits the company.

2) Flexibility

73% of Millennials expect to be able to modify and customize their work computer; 63% will go around IT to find the solutions they need. (Mobile Enterprise)

69% of Millennials believe office attendance is unnecessary on a regular basis. (Cisco)

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Tip #597- Four Ways To Be Less Awkward Around Your Boss

Have you ever struggled to make small talk with your boss or raised your hand for a high-five when her intention was a handshake?  Awkward moments like these happen to everyone, smooth-talkers included. Navigating a healthy relationship with your boss is possible with the right skills.

Here are four ways to be less awkward around your boss and instead, develop a rewarding and productive relationship. 

Stop overanalyzing.  Often times, one move made by an employee's boss spawns a series of questions-did she sigh because she thinks my report is boring or because she is disappointed in my findings?  Does she really think I'm finally ready for the next level or was she being sarcastic?  Reading into every comment or move to ascertain its true meaning can be quite debilitating.  

For example, if during an annual review you become hung-up one point of constructive criticism, you will inevitably lose sight of where you performed well.  To error is human, and your boss is a human being as well.  At the end of the day, instead of isolating one comment, think about your total interactions with your boss over a month's period of time.  You will most likely let the comment go when you consider the overall picture of your relationship vs. one individual aspect. 

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