Humor at Work |
ISSUE 680 - May 24, 2017 |
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Smart Answers to "Stupid' Questions |
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Disney employees often get asked a seemingly stupid question, namely: "What time is the 3:00 parade?" And of course Disney being Disney, all of their employees understand this isn't a stupid question at all. After all, what are their customers really asking? Quite likely, "When do we have to line up to get a good view of the
parade?" or "Does the parade always start on time?" or perhaps, "When will the parade pass by this particular spot?" Disney employees respond with an answer that demonstrates they understand what is really being asked and they are trained to anticipate, based on experience, what other questions their customers may have that they haven't even thought of yet.
If you want to provide Disney-esque customer service (without having to don mouse ears) then listen carefully to what your customers are really asking you whenever they pose a question. And if you want to have more effective, more insightful conversations at work listen for the subtext lurking quietly beneath the surface of the questions being asked by your colleagues.
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Mike's Fun at Work Tip |
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Sometimes the smallest of traditions and perks can have a disproportionate impact on a company's culture. SAS, the software analytical company frequently listed as the best place to work in the U.S. (not to mention garnering the #2 spot for multi-national companies), has a well-deserved reputation based on their inspiring culture and how well employees are treated, including their commitment to work/life balance. But it's a small tradition that began back in 1976 that often
gets mentioned first by employees and in every write-up about their company: "M & M Wednesdays." Each Wednesday, every employee, customer, or supplier who enters any one of their offices around the globe will find M & Ms available at nearly every turn. It's a small but fun gesture that has had a surprisingly disproportionate affect on their culture. So look for simple traditions that can turn into legendary parts of your culture - starting perhaps with your own fun food
theme day?
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Quote of the Week |
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“Creativity is allowing yourself to make mistakes. Art is knowing which ones to keep.” Scott Adams
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It's a Wacky World |
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Following up on last week's hilarious list, some more awkward high school analogies:
- She had a deep, throaty laugh, like the sound a dog makes just before he throws up.
- John and Mary never met. They were like two hummingbirds who also had never met.
- Her vocabulary was as bad as, like, whatever.
- The lamp just sat there, like an inanimate object.
- The revelation that his marriage had disintegrated after 30 years of marriage came as a rude shock - like a surcharge at a formerly surcharge-free ATM.
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Cost-Savings to Bring Mike in to Speak
Penticton/Kelowna: "Need to see Mom" special rate
Toronto: June 20
Toronto: Sept. 7-12
Cleveland: Sept. 24-25
Montreal: Nov. 23 or 25
Ottawa: Dec. 11-13
New Zealand: Feb. 20 - Mar. 5, 2018
Email Etiquette
Mike is quoted in "7 Phrases to Never Type in Your Work Email"
Do You Trust Me?
Trust affects every aspect of your workplace culture and customer service. Mike is leading a webinar on the critical topic of workplace trust on Wednesday, June 7. For details cruise over to Building a Culture of Trust
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mike@mikekerr.com
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