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“I consider Bob Burg to be without a doubt, one of the world's leading experts on networking.”

~ Dr. Ivan Misner, NY Times Bestselling Author and Founder of BNI

Archive for the ‘General’ Category

Listening… Now That’s a Thought

Monday, June 6th, 2016

Listening-telemarketersReceived a telephone call from a company doing a survey:

Me: Hi, this is Bob.

Caller: Is Bob there?

Me: Th…this is Bob. Good morning.

Caller: I’m doing a survey regarding children and television. Do you have any children or grandchildren under the age of 13?

Me: No, I have no children.

Caller: I see. Do you have any children or grandchildren under the age of 13?

Me: Um, well, I…I have no children, thus no grandchildren, and none of the children or grandchildren that…I don’t have are under the age of 13?

Caller: I see. I won’t bother you then. Thank you for your time. Have a nice day.

Me: You, too. Bye-bye.

The moral of the story?

I don’t know.  Okay, there are many lessons. While working from a basic script is fine, actually listening to someone after you ask a question is obviously very important.

What other lessons might we take away from this?

And, in case you are wondering, yes, I was very polite and no, I was not snarky. It’s not my style. Though, I must admit, I struggled just a teensy bit with that.

Steve Harvey and Rechecking Our Empathy

Tuesday, December 22nd, 2015

Miss Universe 2015I didn’t watch the Miss Universe Pageant this past weekend. Like most everyone, however, I couldn’t help but hear what happened at the end. Yes, Steve Harvey, the very popular television personality who was hosting the event mistakenly announced the wrong person as the winner.

Obviously, while not a tragedy in the true sense of the word, it’s still a highly embarrassing and…well, just a really unfortunate thing to have happened.

Being who he is, Mr. Harvey took full responsibility and apologized. (See this excellent article by my friend, Barbara Abramson.)

And, there’s no question that he felt (and still feels) absolutely sick about it!

Twitter Insults Afire!

While there were some encouraging tweets, basically, the Twitterverse and all social media lighted up with insults and other Steve Harvey-based negative memes.

What’s disappointing is that most of these people are generally charitable, kind, and would most likely come to the aid of anyone they believed to be in need. However, they eagerly participated in the Steve Harvey pile-on, laughing at the misfortune of others.

All it really takes is a bit of thought to understand why it’s inappropriate. No, make that a bit of feeling. A bit of putting oneself in another’s place.

We seem to have lost some of that empathy of late.

Now, of course, Steve Harvey will most likely not know of any one individual’s tweet, laughter, or derision.

However, There Are Many Others

Let’s take this situation and bring it closer to home. When someone we know makes a horrible mistake at work, or says something that embarrasses him or her in the eyes of others, or commits some kind of social faux pas, what do we do?

Do we laugh (out loud or even to ourselves)? Or, do we feel badly for them? Do we stand up for them publicly or — if that’s not appropriate or possible — take them aside and at least encourage them?

Do we teach our children to FEEL for those at school who are bullied or made fun of?

Do we keep from unnecessarily shaming a person? Do we teach our children the importance of same?

These are simply human questions.

Let’s all realize that when someone makes a mistake, the chances are they already feel ashamed. Let’s not shame them further. And, yes…let’s even empathize with them.

It’s part of being human. Just like Steve Harvey.

Make Your Ship Unsinkable

Wednesday, October 21st, 2015

Make Your Ship Unsinkable - Bob Burg

A recent tweet said:

“An entire sea of water can’t sink a ship unless it gets inside. Similarly, the negativity of the world can’t put you down, unless you allow it inside your heart and mind.” ~ A. Nonymous

This makes a lot of sense. To believe we don’t live in a world filled with negativity would be to delude ourselves.

Of course, there’s also much positivity but there’s a difference:

When you drink a glass of clean, pure water it sustains you, but it doesn’t generally cause a feeling one way or the other. We simply accept it — often unconsciously — for what it is.

However, put just a little bit of poison in that water and the consequences are profound.

Fifteen nice, decent people might not have much of an effect on your day. After all, people are supposed to be nice and decent. We simply accept it.

However, what happens when one miserable, insulting creep crosses your path? One’s entire day can change for the (much) worse…

That is, IF we let that negativity get inside us.

Two ways to keep it from sinking our ship:

  1. Choose not to take it personally. This takes a lot of work on an ongoing, consistent basis. For an excellent guide in this regard, read Don Miguel Ruiz’, The Four Agreements.
  2. Surround yourself with positive. Read, watch, and listen to good, positive, uplifting materials on an ongoing, consistent basis. And, hang out with good, positive, uplifting people as much as you can.

A ship fortified to that degree simply cannot be sunk.

What are some of the ways you protect the ship that is your mind?

Line

An expanded edition of The Go-Giver has been released. It includes a Discussion Guide and a Q&A section. Check out http://bit.ly/tggnew. And, if you’d like to give the book as gifts to the special people in your life…you can also get some of your Holiday shopping done early.

Creating The Customer Experience…at The Ol’ Ballgame!

Tuesday, September 1st, 2015

Marlins Park SuiteA bad day at the ballpark is better than a…well, actually, I’m not sure there is such thing as a bad day at the ballpark. And at Marlins Park in Miami there isn’t even a bad seat.

You know what sounded terrific though: the idea of watching a game from the comfort and viewpoint of one of their suites behind home plate. Many of these are rented for the season by major companies in order to entertain their clients in this relaxed yet exciting sky-view setting. I don’t blame them.

So, while watching a game on TV and hearing announcers Rich Waltz and Tommy Hutton promote the availability of renting a suite for just one game I thought, WOW — what a fantastic experience that would be!

So about 20 of us (including friends, family, clients, and MasterMind partners) attended last Thursday night’s game where the “Fish” hosted the tough Pittsburgh Pirates.

This post, however, is not about the game itself but the experience that the Miami Marlins leadership team creates for their customers. First, every customer, whether seated in the bleachers or in the most prime boxes right behind the dugout, are treated wonderfully by the entire Marlins staff.

However, it also makes sense that for those renting a suite, there is incentive for the club to make the experience extra special. For example, the suite itself was a large room stocked with lots of delicious food and beverages and was continually being resupplied.

There was an attendant, Edwin, who took great care of us, had a fantastic attitude and made himself continually available. Oh, and halfway through two people came into the suite with a food cart from which they made fresh guacamole right in front of us. Yeah, baby! 🙂

She Really Made It Happen

Bob Burg with Lysandra Justiniano Sales ExecutiveTo me, though, the true star of the game was our Executive Salesperson, Lysandra Justiniano.

Lysandra did everything right that a salesperson does in creating the ultimate customer experience. To begin, she returned my initial call very quickly and very patiently helped me through everything renting the suite entailed.

Over the next month, whenever I had questions she returned my calls and emails promptly. As busy as I know she was she made me feel as though I was the only customer she had.

Isn’t that so important? And, we can all do that for our customers if we hold such a thing as a high value.

At one point she actually took time over the telephone to walk me through using the internal system in order to make emailing everyone’s tickets and other information much easier for me. Indeed, I’m not the most tech-savvy person and she truly went above-and-beyond…we’re talking some extreme patience.

Bob Burg at Marlins ParkThe night of the game she not only greeted me at the suite; she stopped in several more times to check on us, chatted with the guests, and brought by her boss, Director of Suites, Truscott Miller. After discovering that the Marlins Manager of Corporate Engagement, Tommy Knapp and I knew each other from some past South Florida events, she took him upstairs to visit, as well.

All of this; from the first call, the extra work, and the actual game, took hustle, caring, and effort on Lysandra’s part. And, while again, it felt like it was just for us, she’s doing the same for all her customers. And, she does this at every single home game.

People such as Lysandra who focus on giving value like this at every touchpoint create great customer experiences. They bring customers back, and elicit lots of referrals along the way. Sort of like this one.

By the way, my Miami Marlins lost that night. Though, really, it didn’t even matter.

Okay, it did a little.

But, even Lysandra can only do so much! 😉

Overcome Your Personal Worry Movie

Thursday, August 6th, 2015

Worry No More - Bruce Van HornI’ve always found that one of the easiest pieces of advice to give someone is, “don’t worry.”

I’ve also always found that one of the most difficult things for me to do is…not worry.

Sort of like surgery: it might be “minor surgery” but only when it’s someone else’s. It’s never minor when being done on us or someone we love.

There are so many fantastic sayings regarding this topic, aren’t there? “Worry is interest on a debt not owed.” Another favorite of mine, most often credited to Mark Twain is, “I am an old man and have known a great many troubles, but most of them never happened.”

So true!

Yet, we’re human. And, we worry.

In his excellent new book, Worry No More! transformation life and business coach and podcaster — not to mention, marathon runner — Bruce Van Horn defines worry as:

“Using your imagination to create images of what you do not want to see and/or events you do not want to occur.” 

He’s not actually saying that we should never worry. After all, there are times when worrying can be helpful; those instances when it is constructive and serves to put us on a more correct path. Mostly, however, it’s quite counterproductive and often tormenting; robbing us of the joy and peace of mind that is our natural state.

Without going into his methodology for overcoming worry, it’s very helpful to understand his premise. Basically, “Worry is a movie {we create in our} mind, complete with detailed settings, and talented actors who perform their parts perfectly and convey all of the emotions the movie director has told them to use.” He continues, “You are the movie director and the entire cast and production crew are simply acting out the parts you have scripted for them.”

Makes sense, doesn’t it? Now, getting the mind of the director correct, that’s where it all begins. And, in this book, the author does a fantastic job in that department.

Meanwhile, as Bobby McFerrin would say, “Don’t worry, be happy.”

Sure, Bobby. Easy for you to say! 😉