TheresaCaldwell.com

The Customer Is Always ...?

Today I reread the Shortcuts piece in the May 24, 2008 The New York Times. In the article, Alina Tugend wrote about how customers have gone from always being right to always being on hold. We can say that Customer Service is the new "contradiction in terms." When Groucho Marx said that about Military Intelligence it had nothing on today's so-called Customer Service.

In Ms. Tugend's article, she explores the interactive voice response systems (I.V.R.) that have us spending too much of our time unhappily punching numbers, stating our names and feeling unloved by those who take our money. She also introduced me to a couple of websites that help us spend less time in call center hell. They are Get Human and Dial A Human. What joy! There are ways to cut through the maze as well as Get Human's opportunity to share Customer Disservice experiences.

The thing that bothers me most about bad service, is that good service is not that hard to provide. I had a great time talking about companies that give good service with Donna Cutting. She will be my guest on Say It By Heart the week of June 2nd. In her book The Celebrity Experience, there are great examples of companies that do it right, a couple of jaw-dropping stories of how it's done wrong and what we as customers can do to help change the Customer Disservice Culture.

Manager As Coach -- Really

When people complain about their jobs, many of the complaints can be boiled down to issues that a good manager can help resolve: "I don't feel like a valued member of the team," "Nobody seems to know what's going on around here," "I have these new responsibilities, but no new salary or training," "She's a diva, and if I have to go through another big season with her I'm going to quit," "I can't get my work done until he gets me that information, but he's incompetent." In that last one, he -- or she -- could be a colleague or the manager.

There are several ways managers can help address the above situations. However, the biggest way is to realize that being a manager is not just managing the work flow, it's managing the people who keep the work flowing. Often, they need a leader who is ready, willing and able to put on their coach's cap.

Many managers are good at the work, but not good at coaching. That's where A Manager's Guide to Coaching comes in handy. Co-authors Brian Emerson and Anne Loehr walk managers through the process of coaching those they supervise. If you're a manager who is thinking, "Sounds great, but I got this gig without being coached about how to do it myself!" don't worry. The book helps you coach yourself as well.

Anne Loehr is my guest on Say It By Heart the week of May 26th. Tune in so she can walk you through their simple and effective strategies for coaching with confidence.

E-Commerce Made E-Z

Easy, low-cost and very effective. That's what every entrepreneur wants when it comes to ways of building their business. The E-Commerce Diva says you can get that online, and she'll show you the way.

"She" is Jamila White, and she's my guest the week of May 19th on Say It By Heart.

Jamila is a high-energy entrepreneur who has been milking money out of online businesses for more than a decade. The best part is, she wants you to do the same. Seriously. I've known Jamila for several years so I asked her once what I could do for her. She told me to do more online, and gave me great guidance. Catch the show and she'll do the same for you.

One Of Those Weeks

Often you get to the weekend, and the only way you can describe the week you've just survived is by shaking your head and saying "It was one of those weeks." I tend to get through the rough patches just fine. My collapse usually comes several days later, and I'm often wondering how a relatively quiet week became "one of those weeks."

When you're getting something off the ground -- from a new business to a young family -- every week can be "one of those weeks." You always have a million things to think about, and two million things to do. During the next few weeks on Say It By Heart, I'm going to talk to people who have figured out ways to lighten your load in the entrepreneurial arena.

The week of Monday, May 12th starting at 1:00 p.m. ET, Say It By Heart will feature Sheila Dixon, a marketing maven, mommy and author of "The Marketing Mission" who shares her easy to follow Success Steps. Tuning in to Say It By Heart, and checking out the archived shows, can help you take the edge off of "one of those weeks."

"Warriors for Your Healing"

Too many of us have had an unexpected and unwelcome visitior enter our home. At this time of year I could mean ants or relatives. I mean cancer. By "home" I don't just mean the physical space where you live. I mean the emotional home of family and friends. I also mean the physical home of our spiritual selves: our body.

This week on "Say It By Heart," I talk to a good friend who is in the early stages of Breast Cancer treatment. Karla Walker is a Minister of Spiritual Science, mediator and works in the federal government. But most importantly, she remains strong and very funny as she confronts this unwelcome visitor. She reminds us that as we face health challenges, don't settle for doctors and health care professionals. Karla says we must insist upon "warriors for our healing." We can definitely include friends, family, colleagues and neighbors in our warrior circle. We may have to stretch outside of our comfort zone a little to invite them in, but there are times when you've got to do what you've got to do. If you won't be the lead warrior for your health, who will?

Bless you Karla, and everyone who is facing a significant health challenge with courage, conviction and "warriors."

Maximize Your Media Exposure

One of the best experiences I had last week was being the invited speaker at the WBIS monthly meeting. I am a member of the organization, which offers substantive guidance and support -- in a great atmosphere -- to women entrepreneurs. It was an honor for WBIS CEO and Founder Sheila Dixon to ask me to give the presentation on ways members can maximize their media exposure.

After several years of experience booking guests for media interviews and events, I have narrowed down to five (5) the characteristics of the best guests. We had a good time as I shared them at the WBIS monthly luncheon. The short version of the 5 Quick Tips, as I called them, is below.

*Be available. If you want to get media exposure, expose yourself. Have a phone number, email address or website so people can find you. Once they contact you, get back to them quickly. It goes without saying that this also makes it easier for anyone who wants to do any business with you to find you. Once found, do your best to fit the interview into your schedule, or offer someone else who can do it.

*Ask about the interview structure. Be clear about whether it's for radio, television or print. Find out whether the interview can be done in-person or over the phone, live or on tape. Find out how long the interview is, and whether it has to be done "right now." If you can take at least a couple of minutes to pull your thoughts together, do it.

*"Stay Focused!" You would have had to be at the WBIS meeting for why I refer to this in this particular way. However, the bottom line is, keep your mind on what you are doing, saying and who you are saying it to during the interview. If you are doing a phone interview from home, don't do it in the chair that you curl up in to scarf down ice cream while watching movies. You may stand, but don't walk around too much. You don't want your breathing to start to sound like the rating of the interview has just gone from PG to R.

*Tell the truth, but not the whole story. This is one of my favorite phrases. Directly answer the question, but keep it simple, straight-forward. This helps you stay focused, and keeps you from babbling. Plus, the inappropriate, incorrect and goofy stuff usually happens when the interview subject is talking too much.

*Show personality and ENJOY yourself (or at least look and sound like you do). You don't have to have one of those perky personalities. But relax, use your wit and rely upon your command of the subject. Yes, you DO have command of the subjet or they would not have asked to interview you. Sometimes it's just a matter of looking at the question they pose from a different angle, but remain confident that you've got what it takes to be of service to the interviewer, the audience and your business/organization.

Don't worry. Very few people get all of these things right all of the time. But just like most things in life, do your best and trust that your best is enough. It usually is.

When the Storms Come

At some point, we all get battered by life’s storms. Hurricanes or heartbreaks. The loss of a job or the loss of a dream. These all create an ending of some type. Life as we knew it? Gone.

Wrapping our heads around loss is one of life’s required classes. Before I had my son, I had a miscarriage. I was devastated, but soon found that I’d joined one of the largest sororities on the planet. Studies have shown that as many as 25% of pregnancies end in miscarriage. Like every one of those women, when I went through it I felt that horrible aloneness that comes with heartbreak. But I learned several things about passing life’s loss class. Here are some of them:

*Whatever you feel is real. If you’re hurt, angry, numb, it’s alright.
*Don’t rush. We, and sometimes people around us, want us to move on. You will, but it may take you a while (whatever that is). This is a ride you’re strapped into, so sit back and take the ride. No, you won’t enjoy it.
*Create “safe” space. If you’re having a hard time dealing with others because of your pain, don’t. It’s alright to spend time alone or away from people. Be as loving as possible in the way you tell people that you need your space. If you fall short, talk to them when you feel stronger.
*If you feel like you’re having a hard time returning to the world, ask for help. There are many people poised to help you. You may be able to reach out to family and friends, but there are also therapists and coaches. In some situations, someone who is not personally involved in your life may be able to give you more objective support.
*There IS light at the end of the tunnel. Once you pass through the storm, if nothing else you will know what you’re made of. If you thought you were strong before, you will know it now.

Check out my “Say It By Heart” interview with Robin McMahon. She had wonderful, life-affirming information about how to pass life’s loss class.