by Tech Support | Feb 27, 2015 | Education, Guest Services, Leadership, Management, Motivation, Performance, Personal, Sales, Service
I’ve been a grown-up for a long time, and it occurred to me just the other day that I still want to know that my parents are proud of me. For the record, my parents have been gone a long time–and yet I want to know.
I picked the phone up this week and started calling my own children to make sure they know how proud I am of them. Amanda said, “Mom, I know you are my biggest fan; it’s almost ridiculous!” We laughed about it.
I got to thinking about my TrainerTainment team and all of the clients that we serve, and wondered how often I actually slow down enough to tell them how proud I am of them. I decided that it’s probably not often enough.
I looked up the word proud in the dictionary and here’s what I found:
Very happy and pleased because of something you have done, something you own, someone you know or are related to, etc.: feeling pride: causing someone to feel very happy and pleased : causing a feeling of pride
As I look at these words, I understand better why I’m such a crier. That happy, pleased feeling usually wells up in the form of tears for me. Our son, Jordan, is a musician, and I’m the luckiest mom in the world because I get to go see him at the theater. I never care about the play. I’m that proud mom in the audience that is overjoyed to experience the talent of this young man in the band.
Leslie, my oldest has joined an improvisational comedy group. This past Saturday, Dad and I got to go see her on the stage. It was GREAT. She was the best ones up there (of course I sound like her mom and I’m right!). It was so fun to watch her have fun.
Last week, Trainertainment held our 2.5 day sales seminar in Rockwall, TX. I was able to be in the room with such inspiring talent. It’s a proud moment for me when I get to watch Sherry in action–she’s a great trainer. AND our students were amazing. We had two attendees go out and implement the sales strategies that they learned on Wednesday and Thursday which resulted in BIG closed sales on Friday morning. It was a PROUD moment indeed watching them “bubble over” with excitement as they put their learning in to practice right away. I was “very happy and pleased!”
So, on this Friday morning, I want you to know that someone out there is very proud of you. AND you should be proud of you. AND you might want to take the time today to let those who you are proud of know that you are proud of them. It matters.
By the way, for those of you that are part of my family, my friend life, and my work life, I want you to know I am so proud of you and I’m so proud to be able to be a part of your life.
by Beth Standlee | Feb 18, 2015 | Guest Services, Management, Performance, Personal, Service
I 
had the weirdest shopping experience this week. I stopped at Staples to pick up a couple of things on Sunday. As an side, I love the office supply store the same way some women love Macy’s. I rounded up my items and proceeded to check out. There was quite a line with only one register open. No worries though, I was not in a hurry.
I patiently waited my turn, and then exchanged minimal pleasantries with the “guest service” gal that was running the register. She seemed a little distracted but she was moving the line efficiently.
AND then it happened.
She scanned my items. I scanned my credit card and then looked up at what she was doing. It was weird. She had her head down and was typing away, but I couldn’t really see her hands. It was then that I noticed that in the middle of my financial transaction she was taking time to respond to a text or an email on her phone.
It was a clever move really. Until she backed away, I didn’t see her phone that lay flat on surface beside the point of sale. Once she finished whatever she was doing, she went through the motions of finishing my transaction.
She looked me in the eye and thanked me; and as I stared back I thought, “You’d be fired if I were the manager”. I got to the door and thought how in the world does she think that’s OK? I got to the car and thought, I have to go back and tell her. It wouldn’t be the first time I had shared with someone how I thought their service could have been better.
I am not sure how I managed to contain my inner-guest service warrior. But I did this time. I just think that if people had any idea the impact that we have on each other we would be a little more focused on what’s important at the time. I mean really, was the text or email that she had to send so important that it couldn’t wait until she was completely finished with my transaction. Come on now, she’s handling cash. I hardly ever look at my receipt but you can bet I did then. How easy would it be to make a mistake? Her head was clearly somewhere else. I got to thinking about her efficiency and how quickly she was able to do her job. I suspect she and her boss think she’s a great employee.
In my mind, there’s a big difference between just pushing people through the line and providing great service. The difference in this situation is so subtle and maybe I’m just being too picky but HEY, could you wait just a minute until your are finished with me to do whatever is so much more important while you are at work?
by Guest Blog | Feb 11, 2015 | Service
Allison, a mom of two toddlers, works for Trainertainment and recently wrote an excellent article for this very newsletter. (check it out here) She talked about the hassle of getting everyone in and out of cars, taking a change of clothes, and wanting to be in a clean, safe environment. Those are very important things to young moms.
Guess What? Those are very important things to old folks too.
Yours truly will be 55 this year.
(pause while I grab some kleenex)
Getting dressed, (and as Allison wisely pointed out) confirming you have a change of whatever garments you may need (none of your business), getting to the car, buckling up, DRIVING in traffic, getting out and walking in ANYWHERE, better be Clean, Comfortable and Inviting. We want fun too, but we want what I call, the CCI first.
If I walk in and there is litter, unrecognizable stuff on the floor or worse yet, a smell, strike one. If no one acknowledges or greets me, strike two. If staff act like I’m putting them out for being a customer, Strike three I’M OUT! Alison let us know Mom groups all over Facebook light up when there is a story-good or bad about a particular establishment. As a trainer and Facebook Manager for Trainertainment, believe me, I get my point across on social media as well. When I’m happy, okay when “we” (the collective “elderly”) are happy, we spend more, we come back more often, we tell our friends. (Take Note: When we are happy we tip BETTER)
And it is actually easy to make most of us happy.
(yes, like with every generation and age level, we have ours who cannot be made happy under any circumstance. Ignore it.)
For the rest of us. Try this. Seriously, just try it… Smile. Here is what the smile says to us. “WELCOME. We want you here. We know that because of you we have a job.” (We already know this, we just want you to know it too) So Smile and wipe down the tables. And if you smile while you wipe down the tables, not only will we notice, the BOSS will notice. If we notice, we tip better. (did I already say this?) And if I am happy I tell two people, they tell two people. Except in the case of Facebook, I tell 681 people and they tell, well you get the point. You might say don’t threaten me old lady, old people aren’t on Facebook. (LOL, SMH) Yes we are, and as a matter of fact, my boyfriend’s 91-year-old mother hopped on FB 2 months ago on her iPad and has begun to use a lot of !!!, LOL’s and words like “awesome”. We are on Facebook.
My generation has money to spend on CCI, so while I’m not in Depends yet (as far as you know) and I can still get myself to the car, buckle myself in and drive myself around, please make it worth my time, energy and money.
by Tech Support | Feb 4, 2015 | Education, Guest Services, Management, Motivation, Performance, Personal
I feel it’s time I introduce myself. I’m a mom of two toddlers. I’m in various mom groups in my area. The kids and I travel all around DFW for meetups, outings, and play dates. We go to zoos, mall play areas, parks, libraries, family entertainment centers, outdoor concerts, festivals, and restaurants of all varieties (preferably loud ones, so our children don’t annoy other patrons). I’m also the administrative assistant to Beth Standlee and Trainertainment, and have a strong background in the service industry via over a decade of employment in restaurants.
I’d like to let you all in on a secret—Your center is EXACTLY what we moms need some days. Going to play or eat or eat and play at your establishment gives the kids a chance to run and play and expend some energy. It also gives us moms a chance to relax and watch our children experience joy and freedom away from the rules and confines of home.
We don’t make the decision to visit your center lightly. Just getting out of the house is a chore. Getting everyone dressed with matching shoes on their feet takes time. Packing a bag with changes of clothes and undies and diapers and wipes and sippy cups and that dang toy that we can’t possibly leave without, takes time. Buckling kids into car seats takes time. Then we have to drive with the kids, unbuckle those car seats, herd everyone across the parking lot after we get those shoes BACK on (because all kids like to remove their shoes in the car), and then we psych ourselves up for a little family fun.
When we walk in and are greeted with smiling team members, we relax immediately. When it’s clear the team member cares, I don’t have to worry about the place being dirty or unsafe. I trust that you’ve seen to it that it’s not. I trust you when your attitude is positive. I love it when you compliment my kids. There’s no better way to get in a mother’s good graces than to say something nice about her children. We’re suckers for that!
These days, we moms are VERY well-connected. I’d be embarrassed to tell you how many “Facebook Mom Groups” I’m a member of. When we have positive experiences, we shout from the rooftops about how everyone needs to meet us there next time, and actively work to plan future visits. We also are sure to share when we have bad experiences. Please make sure our experience is positive. Remember to be patient with moms with young children. We want to escape to your center, and we’ll be back if you make us feel safe and comfortable when we’re there!
I may technically be an industry insider, but I’m the same as any other mom when I’m out with my kids. Be sure to say hello and make our day when we come in next time.
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