Getting Engaged

January 16th, 2013 Ann

Hold your applause; it’s not what you think….I am not engaged.

One of the best things you can do for any relationship (business or personal) is get engaged in the conversation.  Be curious about what the other person is saying and listen intently.

Here are two quick ways you can become more engaged in any situation

  1. Listen, Speak, Check:  Listen to what someone is saying, the questions they are asking, the concern they have or the excitement they are sharing.  Ask questions to stay engaged in the conversation, acknowledge you have heard them and notice things you may have in common (this is a great rapport building technique).  If you share the commonalities or a similar story when you speak, check-in with the person to make sure you have not talked over them or hogged the conversation.
  2. Observe your body language:  When you are talking with someone, are you hunched over?  Slumped in your chair?  Arms folded?  In a confident stance?  Breathing deeply/shallow? Our body language speaks VERY LOUD.  Adjust your position to a confidence stance where you can take a deep breath in.

These are two quick, yet powerful techniques to stay fully engaged with someone.  Try them and you’ll notice a huge difference in having powerful conversations with people.  Plus, if you are a business owner or someone building a team, these techniques will increase your sales and help you avoid losing customers.  If you are interested in more practical, easy to learn techniques on how to avoid losing customers, check out this FREE eCourse.  http://eepurl.com/qxh0b

Hey Minnesota Business owners!  Interested in learning how to get some FREE training?  Ask me how!

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Why 9 out of 10 Businesses Fail

December 4th, 2012 Ann

Lack of preparation is the culprit!

(Listen Here or read below)

Calling all business owners!  Did you know that 9 out of 10 businesses fail within the first 5 years? YIKES!  According to SCORE (a nonprofit association dedicated to helping small businesses get off the ground), the reason for this is lack of preparation.  In the spirit of helping you succeed, I want to give you a handful of tips that will prepare you for success and keep your vision on success, even in the craziest of times.

In addition to the “usual suspects”, such as a business plan and a marketing strategy, here are some tips to prepare you and your business for success:

  1. Get aligned!  Are the things you are doing and the way you are “being” in alignment with your business? Let’s say, for example, you are someone who works 40 hours/week.  Take AT LEAST 2 of those hours per week and meditate, engage in breathing techniques, focus on what is going well in your life, ask yourself a powerful question (What inspires me?  Where do I show up powerfully in my life? etc.)  Your customers/potential customers can tell if you are “in the flow and aligned” or “desperately swimming upstream to survive”).  If you are desperately swimming upstream, it will push them away.
  2. Make sure your actions are congruent with your mission.  In other words, did you start your business or take that job for more time, money, and freedom?  Are your actions moving you towards that goal?
  3. Have a service mentality!  Everyone wants a good customer service experience.  Whether you are a solo-prenuer, a medium-sized business or a large corporation – your job is to give your customer such a great experience so they’ll want to return.  What does your service mentality look like?

Stay tuned for more tips later this week.  Or, contact me now to set up an Alignment, Vision and Strategy Session.  (once you register, you’ll be given a few special bonuses including an eBook on building successful teams, and some great audio downloads for your success).

My wish for you is to become a customer magnet and peak performer in everything you do!

 

Cheers!

 

 

Putting “Customer” back In Customer Service

November 6th, 2012 Ann

 

Press 1 if you are tired of getting trapped in automated systems that assume your question is one of 5 menu prompts they offer

Press 2 if you are fed up with a customer service rep who doesn’t listen to what you want, but instead, asks you a series of questions because they are required to or they’ll get penalized.

Press 3 if you want the word “CUSTOMER” to be brought back into customer service!

 

As you read this, you probably are thinking of a recent example of when you received really bad customer service.  What made it a bad experience? Here are some examples of what others have said:

  • I didn’t feel heard (aka – I had to tell someone what I needed 3 times)
  • The person was rude
  • My reason for calling didn’t fit in to their menu prompt
  • I stood at the counter waiting to be helped while the employee joked around with her friends.  I left after 10 minutes
  • They never called me back
  • They never placed my order

The above list is what loses companies thousands of dollars every year.  If you want to make sure your company doesn’t lose thousands of dollars and does want your customers to have the best experience possible, then keep reading.  Here are three ways to put “Customer” back into customer service.

Bring back personal touch:

People will remember an experience that is unique and warming.  They are also more likely to come back.  KWIK Trip gas and convenience stores have this mastered.  After every transaction, their employees are trained to say a closing statement which is inviting and really makes people want to come back for more.  That statement is, “See you next time” or “see you again soon” or in my case, “see you tomorrow Ann” (they know me well and they know I come in almost daily). That statement feels welcoming as though I’m invited back anytime.  What a great touch!  They could simply say, “Have a great day”, which is also good; however, it doesn’t have the same warming invitation in it as the other.  Remember, the service you provide is for your customer….so give it a personal touch.

Bring back GOOD communication skills:

It used to be assumed that good communication skills were as common as sliced bread; however, it is very clear that this isn’t true today.   Text messaging has given us “permission” to speak in short but sweet messages using acronyms and with minimal care of correct spelling .  Social Media has given us permission to say whatever we want (while hiding behind a computer screen) without taking any responsibility of the impact it has.  The bottom line is, if your employees do not know how to have a powerful, rapport-building conversation with someone, your customers won’t want to come back.  Here are some hot tips to get you started

  • Articulation:  Speak clearly and match your customers pace.  If your customer has asked you to slow down, or speak up, they should only have to do it once
  • Clarity:  Speak clearly so that the customer can understand what you are saying
  • Listen:  Listen to your customer and also anticipate their needs.
  • Repeat:  Repeat back what your customer is requesting so that you can feel confident on what you’ve heard and they can feel confident that their request has been heard
  • Empathy:  Sometimes “menu prompts” can’t be avoided and your customer is on edge by the time they get to you.  Empathize with them.  Let them know you are willing to help them find a resolution to their inquiry

Bring back the smile:  Did you know that someone can sense if you are smiling even over the phone?  Every opportunity you have face time (time in front of your customer either virtually, literally or over the phone), they should here a smile in your voice.

The Big Secret in Life

October 24th, 2012 Ann

The big secret in life is that there is no big secret. Whatever your goal, you can get there if you’re willing to work – Oprah Winfrey

I love this quote because it makes me stop and think about what it means.  Many people would associate THAT secret as “THE Secret”.  Or, in other words…referencing the book or movie about Law of Attraction. Others would take the phrase literally and simply say that the secret to success/your goal/achievement is having the willingness to work at it.  I say, it’s both…and here is what I mean.

Simply put, in Law of Attraction, “like attracts like”.  So, if you believe you won’t accomplish a goal, or that it’s hard, or that it’s unattainable, or that everyone else says you can’t do it….then guess what????  You will continue to attract “won’t, hard, can’t, and unattainable because that is what your mind is focused on.  Try switching your words to “will, easy, can, and attainable” for just 1 week and see how your attitude changes.  I’ll bet some really cool stuff happens!

Now, let’s shift a moment to the phrase “whatever your goal, you can get there if you’re willing to work”.  Here are some examples of what that can mean:

  • Willing to do the above mentioned
  • Setting the intention that it can be done
  • Putting in time and energy because it’s that important
  • Going the extra distance for your cause, goal or dream
  • Taking action that moves you towards the goal instead of taking action that moves you away from the goal.

 

The big secret in life is, working on your “state of being” AND “your state of doing” are important and necessary and will help you achieve your goals.

 

Shake The Lazy

September 25th, 2012 Ann

Shake the Lazy:  5 Tips to Getting Things Done

Here are 5 “sure-fire” ways to shake your lazy and get things done.  Let’s face it, some days are harder than others to turn on, get motivated and accomplish stuff.

  1. Get aligned and turn on your “mojo-spigot”!  Aligning your emotions, your life, and your mojo to what you want.  Let’s face it though, sometimes what you want is to be lazy.  If you don’t want lazy though, then align your emotions to what you do want.  Here are 2 sure-fire ways to get your mojo going. Facial aerobics:  contorting your face, make goofy facial movements, smile really big for 20 seconds.  Just get your face moving.  Go for a walk:  Get up, get out and get moving.  Sometimes just a change of scenery is all you need.
  2. Declare of state of being or an abundant quality for the rest of the day.  Happy, excited, freedom, play, patience, prosperous.  Write it down and post it so you can see it
  3. Question: What do all these things have in common?  Microwave, Stove, Smart  Phone App, thingy that hangs on fridge, Watch.  Answer: They all have a timer.  Dr. Joseph McClendon, III gave me a brilliant idea the last time I heard him speak.  Set your timer for every 2 hours and when that timer goes off, stand up and say I FREAKIN’ ROCK.  Or, I’M FREAKIN’ BRILLIANT.  Imagine the response generated inside your body (or inside the coffee shop you are working in)
  4. Fill in the answer to this statement:  If I <insert the thing you want to accomplish> I would feel <insert your own word>
  5. Get up and boogie!  Turn on some really good music and get up and dance.  Get your body moving….and groove to the beat (ok, this brings me back to my cheerleading days.  So, since the cheerleaders knew it could stir the crowd and get them going, then it really does work.)

The bottom line is, if you want to get things done today and every day, get yourself into a peak state and a place (internally) where you feel good and are aligned and congruent with what you want.

My Wilderness Canoe Adventure Landed Me a New Job – And it’s not what you think

August 18th, 2012 Ann

Greg (my honey) and I were on a wilderness canoe trip.  Several days into the trip I hurt the bottom of my foot trying to rock climb in a river.  3 days after that, I hurt it even worse and could not walk.  My emotions were running wild, my self-talk was loud (what will people think of me?, What will Greg think of me now that I can’t help carry anything?) and I felt helpless.  You see, I am a “rough and tough” kind of gal who can do anything.  If my 50# pack or 28# canoe needs to be carried across the portage, I whip them on my shoulders and just do it.

After I hurt my foot, I was stripped of all my jobs and I was given a new job – one I’d never thought was very purposeful before.  One that looks different in the eyes of society and one that did not weigh anything.  It was the job of receiving.  Receiving help, receiving love, receiving the gift of not having to carry anything on my shoulders.  At first I fought it.  After all, I should pull my weight, right?  Then I realized, WOW, what a gift.  I get to carry nothing. Crazily enough, this was one of the hardest things I’ve had to do.

Now, there is way more to my adventure story (the powerful wind experience, going the wrong way, the over a mile portage, the cane Greg made for me, the waterfalls etc.) but I’ll write more later.  The moral of this story is I learned a lot about myself, my emotions, my willingness/unwillingness to receive and my inner strength.  I strengthened my inner strength on this trip.  What a gift.

Please share your comments if you have ever had the job of “just receiving”

You are not here in this life accidentally

July 4th, 2012 Ann

Each person comes into this world with a specific destiny–he has something to fulfill, some message has to be delivered, some work has to be completed. You are not here accidentally–you are here meaningfully. There is a purpose behind you. The whole intends to do something through you.  -Osho 

Wowza!  Talk about a fabulous quote.  I woke up this morning thinking about life in general and how life would be like if I didn’t know my purpose in it.  Some days it’s crystal clear and other days it’s a clear as mud.  The beauty; however, is in knowing I have one and simply holding on to that on the days where it feels muddy.  If you don’t feel like you have a purpose, try this five step process:  1) look in the mirror 2) tell yourself you love you 3) smile really, really big so your cheeks hurt 4) say out loud “What does my purpose feel like?  Where will my purpose show up? What’s it like to live on purpose?”   5) walk away from the mirror and start your day without answering those questions.  Repeat every day for one week.  I guarantee you something magical will happen.

Don’t forget, you are not here (in this life) accidentally, you are here meaningfully.

How The Outdoors Teaches Me About Life

June 27th, 2012 Ann

What Doesn’t Kill Me Makes Me Stronger

April 18th, 2012 Ann


No time to read?  Listen instead:

I woke up to Kelly Clarkson’s  song,  “What Doesn’t Kill You Makes You Stronger” this morning and I thought, what a perfect song title and how timely to have shown up in my life right now.   I don’t claim to know all the lyrics; however, those 7 lyrics in the title are more than just “catchy lyrics” or a “catchy metaphor”, they are truth for me…and here is why:

It was a rainy evening back in April 2001 and my honey and I were getting ready to head to a club to listen to a great band.  My Uncle and his friend were visiting my parents and I was excited to stop by and see them along the way; however, that never happened.  During our drive, I saw a “white flash” and heard this horrific noise and everything was spinning.  Once the spinning stopped, I thought to myself, “am I the one making that noise”?  Breathe Annie, breathe, I told myself.  I had gotten the wind knocked out of me.  I yelled for my honey and he didn’t answer.  I did a mental body check.  My chest hurt, I could finally breathe, I wiggled my fingers, I wiggled my toes and I could only wiggle the left ones.  I attempted to lift my right leg and the lower half just dangled there swaying back and forth.  You guessed it, it was broken.

I spent the next several months in a wheel chair.  I developed blood clots from the blunt force trauma I suffered on my leg and for numerous reasons I knew my life wasn’t going to be the same.  I’m not being overly dramatic here because medically speaking, there are just certain things you can no longer do/use when you’ve had blood clots.

There is way more to this story and perhaps I’ll capture it in another BLOG post; however, I want to get to the nitty gritty of why this made me stronger.

First and foremost, I didn’t get killed!  Whew!  Seeing the pictures and reading the witness statements make me wonder how I ever survived that accident.  So, to that point…I CELEBRATE LIFE.  I am forever grateful that I am alive.  I believe I was put on this earth (and kept here) for a greater purpose.

The second thing that made me stronger was in my relationship with my honey and with my parents (whom I hadn’t lived with in over 10 years).  I was forced to put my trust in them while they bathed me, wiped my bottom, and gave me blood thinner shots.  I was not allowed to do anything by myself.  Those simple acts of kindness and loving care forced me to look at myself and somehow made me see where I could do a better job of trusting myself.

The third thing that made me stronger is the realization that I want to live life to the fullest.  Not in some cliché sort of way that may sound fluffy and gooey.  I no longer say, “I’ll tell him I love him tomorrow”…I do it now.  I no longer put off what brings me joy, I find joy every day and do things every day that bring me joy.  Do I get confused and does it sometimes feel like effort?  Hell yeah, but I know joy is all around me and not far out of my reach. I no longer wait for retirement to travel, I travel now.  Finally, I no longer make excuses for who I am…My name is Ann Boland, kindred spirit and daughter…connected to the core of mother earth and I have come here to rock this world.

Have You Been Chopped?

April 11th, 2012 Ann

No time to read it?  Click here to listen instead



Do you watch the show Chopped?  It’s a great show where the Chef’s are required to take funky ingredients, re-purpose them, and turn them into a palatable dish.  It got me thinking….that’s a lot like what I do with people.  I guide people on their own journey, take the ingredients they already have cooking in their life (drama, joy, sadness, frustration, emotionally spent, spicy, jubilant etc.) and help them repurpose those ingredients into a powerful life.  In other words, I help people who want to make a new dish with their current ingredients.

Some people have hot peppers, some have “fillers” (like pink slime), some have gooey shit and some ingredients are expired.  We take those ingredients, toss out the expired “no-good for you” ingredients and play with the rest by stretching them, forming them, rewire the mixer (your inner leader) so it works at full power and kneeding out the lumps.  Then, we re-plate them in a new way showing its magnificence using the original ingredients. (except the expired ones because they will make you sick)

So, what’s in your pantry?

  1. Take an inventory of the thoughts/habits/stories you make up that are getting old and no longer palatable and smell like sour milk.  (Hint:  Look for places where you say “I can’t…..” or “I’ll never….”
  2. Put them in the oven (figuratively of course).  What does “Putting in the oven” look like?
    • Declare 3 compelling reasons to let go of old ingredients (they no longer serve, they don’t bring joy, they give me diarrhea etc.)
    • Commit to yourself and to a close friend or mentor that you are getting rid of them
    • Let them burn.  The simple act of deciding to let something go is very powerful

3.  Replace with a new ingredient

For example, if you have a habit of creating drama in your life.  A compelling reason to get rid of it might be: “I want to spend that time and energy I am spending on drama…on fun things or on peace or joy.  Commit to this in your meditation practice or in your journal and then tell someone.  Finally, commit to replacing that drama with joy-filled things or fun and excitement.  Remember, people would rather see you or hear about your fresh and inviting ingredients which are more palatable than to always hear about your sour milk.

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