Invest in the Power of a Mastermind Group

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Have you ever heard of a Mastermind Group?  Better yet, are you part of one?

In case you’re not quite sure what I’m talking about, simply put, a mastermind group is a number of participants who come together to share ideas about a shared goal.  It’s usually business related, but in my humble opinion, it doesn’t have to be.  The key is that you all share a common goal.

Currently, I’m a member of a Mastermind group called Twainside.  Don’t ask me where the name came from – it was chosen long before I was invited to join.  But I have to tell you that it’s one of the most powerful Mastermind groups I have ever been involved in.

We are a group of professional speakers and we share tips on anything and everything to make our business more successful, more powerful, and of course, more fun.  We limit our membership to seven people.  That way everyone has time to share, learn and grow.  We are NOT a networking group or a support group – we are merely seven individuals who share the same questions, struggles and fears. 

What I love most about my Mastermind group is there’s no judging, no holding back, and no bragging.  Just an honest intent to share what is working for you and how it can help others in our group.  Last night I learned about a variety of books to read, apps to apply and programs to enhance my business.  Now I just have to go through all my notes and apply it before I forget all the great stuff I learned. 

When you work together with other people who have similar goals, an energy explodes.  You walk away excited and refreshed.  So, if you haven’t been part of a Mastermind group, think about trying one.  Search Google or Meetup for Mastermind groups in your area and see what comes up.  Try one and if you don’t like it, there’s always another one to check out.  Maybe you could even start one of your own.  The key is consistency.  Pick a specific date that your group will meet and stick to it.  Not everyone will be able to attend every meeting, but soon it will become habit.  Once you find the right group, the results are amazing!

And that is the power of a Mastermind group. 

Categories: Positive Attitude Professional Development Professional Speaker
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Music for Your Soul

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I LOVE music.  It makes me laugh, cry, dance and shout out loud – often at the same time.  It has helped me through some of the darkest challenges in my life.

For instance, when the 2008 recession hit, I lost just about everything.  It swallowed my business, my home, my relationship and my self-confidence.  I found myself sitting in an empty apartment, alone, scared and wondering what the hell just happened.  Then one day I heard this song on the radio: I Ain’t Settlin by Sugarland. 

It made such an impact on me that I ran out the next day and bought the CD (this was 2008 – remember???).  I played that song over and over again, singing at the top of my lungs.  I didn’t have any furniture, so I took advantage of the open space in my living room. I put on thick socks, ran and slide across the floor while shouting:

” I ain’t settlin’ for just getting by

I’ve had enough so so for the rest of my life

Tired of shooting too low so raise the bar high

Just enough ain’t enough this time

I ain’t settlin’ for anything less than everything”

It actually helped.  If even for a few minutes it made the emotional pain go away.  Even when I listen to that same song today, when my life is so much better, I still get tears in my eyes.  To me, the message is powerful and inspirational and funny.

Nine years later, I now have a new business, a new home and a new husband.  I’ve come a long way and I’m still shouting at the top of my lungs: I AIN’T SETTLIN’.

Do you have a favorite song?  One that makes you smile and feel like you can conquer the world?  Share it with us.  We’d love to sing along.

Categories: Personal Development Positive Attitude Professional Speaker
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How to Keep Your Sanity While Delivering Superb Customer Service

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In the last three blog posts, I’ve shared some tips on how to deliver excellent customer service.  I call it the Three C’s of Customer Service: Clarity, Character and Cultivate.  

All good stuff, but what about you?  How do you deliver superb customer service, day after day, and keep your sanity in the process?  How do you take care of yourself?

Well, here are some thoughts to get you through the craziness of your day:

  1. Frame your favorite quote and put it in full view so you can see it every day.   Choose one that actually calms your nerves and puts a smile on your face.  Mine is pictured here in this post.
  2. Challenge yourself, or your teammates, to post a “thought of the day.”  Maybe a joke, another quote, or something funny that your team can relate to.  If doing this every day is a bit too often, try once a week.  Pretty soon, people will begin to look forward to it.
  3. Hang up your favorite picture.  Maybe it’s a photograph of someplace you’ve traveled to, or someplace you want to travel as soon as you get that next vacation.  It could be something you accomplished that you are very proud of.  The important thing is that it shifts your mood to a calmer place. 
  4. Do something that makes you feel good before you leave for work – like pet your dog or go for a walk or hug your kid.
  5. Bring a mirror to work, hold it up, look into it and smile.  Even when you force a smile and it feels unnatural, it still sends the message to your brain that life is good.   It helps to relieve stress and keeps depression at bay.

Take some time to experiment with these five suggestions, then practice the ones that resonate most with you.  The key is to start with at least one.  Some may sound a little hokey, but you never know until you try.  It just may make you feel better.

Categories: Personal Development Positive Attitude Professional Development Professional Speaker
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Cultivate Your Clients with Outstanding Customer Service

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Customer Service can make or break your business.  If it’s poor, you WILL lose customers. Salesforce advocates that if the customer service you provide is void of one vital element— trust— then the dwindle in the number of customers you serve would be highly conspicuous, and you’d know how much you’re losing. It it’s exceptional, your business will flourish.  Today I’m sharing tips on my third C of Customer Service…

Cultivate. 

What exactly do I mean by Cultivate???

In customer service, cultivate is understanding your client and delivering a mutually acceptable solution. That’s the key – DELIVER THE SOLUTION!   After listening to your customer, being present, identifying with their problem and internalizing it, now it’s time to apply the solution.

You have a clear goal of what needs to be resolved so finish the job and make it happen. 

At the end of the call or visit, do a short recap of what you have discussed, what approach you are suggesting, and any follow up on your part or your customer’s part. Be specific about how you will follow up, what you will do, and what your customer can expect.

Remember, not everyone is the same so not all solutions will make each customer happy.  Sometimes, even if the same issue arises, you’ll have to go back to the drawing board for a new resolution.  Just continue to use the same tools that you’ve already learned: listen without judging, identify your client’s problem, and offer a solution that is mutually acceptable.  Practice these three tips and eventually it will become a natural part of your process.  Just like a basketball player stands at the free throw line and throws the ball over and over again until it becomes habit, so will you practice listening, identifying and solving until it becomes habit.

It’s not easy.  I believe good Customer Service takes constant work and energy, but the payoff can be huge.  Keep practicing, keep smiling and keep listening. 

And if you missed the first two Cs of Customer Service, Clarity and Character, just scroll back to my last two blog posts and you can get caught up.

Next week I’ll share some techniques on how to take care of yourself in the process.

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