“Where my previous motivation had been a self-serving ambition, my new service mindset was dedicated to serving a vision greater than myself.
Within a year, I quadrupled my income, and then I doubled it every year thereafter. This service mindset quickly taught me that by helping others achieve their goals, I could more easily achieve my own.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“The Service Mindset. When I began my real estate career at the age of twenty-two, I had a fresh Bachelor’s Degree in Marketing in one hand and ‘a tiger by the tail’ in the other. I was on a mission to be successful in life and in business and make a lot of money in the process. Every goal I set was about Me. Me. Me!
I was driven by: How much money could I make? Which property listings paid the biggest commissions? How many calls did I need to make to schedule new appointments? How many listings did I need to have to hit my target?
You can see where I am going with this! Working full-time, nights and weekends, seven days a week, I only made eleven thousand dollars in the first year! I was tired, disillusioned, and knew that I had to either change careers or massively shift my mindset.
I chose the latter. I took ALL focus off me and re-directed my time, energy, and resources to serving my clients. Their hopes, needs, and desires became my primary focus. How could I help solve their problems?”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“The Service Mindset. When I began my real estate career at the age of twenty-two, I had a fresh Bachelor’s Degree in Marketing in one hand and ‘a tiger by the tail’ in the other. I was on a mission to be successful in life and in business and make a lot of money in the process. Every goal I set was about Me. Me. Me!
I was driven by: How much money could I make? Which property listings paid the biggest commissions? How many calls did I need to make to schedule new appointments? How many listings did I need to have to hit my target?
You can see where I am going with this! Working full-time, nights and weekends, seven days a week, I only made eleven thousand dollars in the first year! I was tired, disillusioned, and knew that I had to either change careers or massively shift my mindset.
I chose the latter. I took ALL focus off me and re-directed my time, energy, and resources to serving my clients. Their hopes, needs, and desires became my primary focus. How could I help solve their problems? And then EVERYTHING began to turn around . . .”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“What is the motive behind your services? If it is self-centered, self-serving, and lacking consideration for others, then earning people’s trust, rapport, and business will inevitably be more of a struggle. A self-serving agenda throws up red flags which stop relationships dead in their tracks. It can destroy trust, make people wary of your intentions, and push customers to your competition.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“However, if your agenda is truly to serve, your ROI (return on investment) will substantially expand. As we know from the "Law of Reciprocity," what you give is what you get. If you are helping people only to see what you can get out of it, your pie stays small and your opportunities stay limited. However, if you sincerely want to help people succeed, you will not only enjoy more success, but expand your possibilities beyond your expectations. Once you see the benefits from all directions, you will not want it any other way!”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Service Beyond Self is Essential for Success Because It . . .
• Builds credibility, trust, and customer satisfaction.
• Strengthens your personal reputation and public image.
• Fosters goodwill and makes people feel appreciated.
• Helps you build healthy relationships with others.
• Nurtures collaboration, participation, and cooperation.
• Reaffirms a continuity of service for quality assurance, integrity, and reliability.
• Saves money—it costs less to keep existing customers than it does to create new ones. When you do it right the first time, you don’t have to fix it the next time.
• Improves communication and builds rapport.
• Fosters mutual respect and understanding
• By providing other people with what they want, you will get more of what you want!”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“To Move from Woe to Wow . . . Listen Attentively
• Be fully present and give your customer your full attention.
• Stay calm and remain patient.
• Do not interrupt or become defensive.
• Let the customer express his or her concerns.
• Nod your head and use affirming words to show that you are listening.
• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“To Move from Woe to Wow with an Unhappy Customer. . . Solve the Problem!
• Take action quickly and effectively.
• Ensure that your customer is satisfied with the solution.
• Learn from your mistakes.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“To Move from Woe to Wow with an Unhappy Customer. . . Thank the Customer!
• Thank them for bringing his or her concerns to your attention.
• Treat them with respect and empathy.
• Avoid further inconvenience to them.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“13 Simple Ways to Deliver Service Beyond Self
1. Make it Easy for People to Do Business with You.
2. Be an Awesome, Sincere Listener.
3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.
4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!
5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical.
6. Under Promise & Over Deliver.
Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can.
7. Make them Feel Important.
Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere.
8. Take Responsibility for their Satisfaction.
Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.
9. Treat your TEAM well.
Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers.
10. Choose an Attitude of Gratitude.
Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.
11. Perform, Provide and Follow-Up.
Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed.
12. Use Gracious Words. "Thank you, thank you very much.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“12 Simple Ways to Deliver Service Beyond Self
1. Make it Easy for People to Do Business with You.
2. Be an Awesome, Sincere Listener.
3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.
4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!
5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical.
6. Under Promise & Over Deliver.
Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can.
7. Make them Feel Important.
Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere.
8. Take Responsibility for their Satisfaction.
Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.
9. Treat your TEAM well.
Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers.
10. Choose an Attitude of Gratitude.
Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.
11. Perform, Provide and Follow-Up.
Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed.
Use Gracious Words. "Thank you, thank you very much.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Decide today to take a stand, make a plan, and get. No one ever said it was going to be easy and wouldn’t require effort. It will sometimes require that you go against the grain, face great challenge, conquer fear, overcome obstacles, and bounce back when knocked down. Choose to keep moving and don’t give up. And if your ship still doesn’t come in—swim out to it!”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Do you ever sit back and wonder how and why other people are so successful, productive, or accomplished? What is the driver that inspires them to go for the gold, seize opportunities, and make things happen?”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Rather than being green with envy, realize that a dramatic difference between the “haves” and “have-nots” is the “do” and “do-nots.” If you are seeking positive change and transformation, what can you begin to do?”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“First, take complete responsibility for your life and current outcomes. Then take proactive steps for the necessary action to move forward in your desired direction. This personal choice is at the heart of your achieving impressive results. Taking initiative is the start of all good things born from action . . .
• Growth
• Creativity
• Enterprise
• Invention
• Success
• Solutions
• Accomplishment
• Development
• Positive Change
• Transformation”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Just Show Up. Guess what? Being in the right place at the right time can’t happen without your first showing up. Companies have been started, marriages made, friendships found, careers created, and opportunities seized by those people who just showed up. Whether through coincidence, serendipity, strategy, or fate, taking the initiative to show up will reward you in ways which never would have occurred if you hadn’t. Just by showing up, you have taken a proactive step to impress people by being there" in person” and demonstrating your willingness to be involved.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Have you ever had a friend in need whose only request was the gift of your presence? When major life changes happen or tragedies hit, you can find out very quickly who your real friends are because they are the ones who SHOW UP.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Your thoughts become your attitudes, which become your actions, which become your behavior, which become your habits, which become your lifestyle, and inevitably determine your outcomes. Utilize this circular truth by using positive thoughts to create positive outcomes. It is a choice you get to make every day. Choose wisely.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“UN-Impressives
• Lying.
• Bragging.
• Gossiping.
• Cursing and using foul language.
• Making self-deprecating comments.
• Regularly expressing worry and anxiety.
• Criticizing and condemning people and situations.
• Demonstrating a lack of emotional intelligence or compassion.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“The directive we have so often heard, “Change your thoughts, change your life,” is indeed based on the power of words. The key to your happiness, well-being, and interactions with others begins, continues, and concludes with the nature and quality of the words you hold in your mind as thoughts. Make them work for your highest good.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“The "Law of Attraction," based on the principle of cause and effect, is not only a process of reaping what you sow through your actions. Its magnetic impact derives from the words you use, attracting and reinforcing whatever you are thinking about and putting out into the world through your speech.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“If you want to attract greater success, prosperity, health, and to enjoy more fulfilling relationships, craft your speech to affirm and manifest them.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“The Words You Write
“Few things scream ‘unprofessional’ faster than a poorly written letter or resume filled with errors, misspellings, misuse, and negligence.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Growing up with well-educated parents and an older sister with her Master’s Degree in English Language and Literature, I was left with little wiggle room as a child to use poor grammar. When I would inadvertently slip, I would be corrected in a matter of moments—excuse me, seconds! While it may have been irritating for a 10-year-old, I am eternally grateful as an adult that the grammar police kept me in line.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“communication skills, quotes by Susan C Young, relationship quotes, employee engagement, speaker Susan Young, first impressions quotes, networking quotes, customer service quotes, motivational leadership speaker, hire keynote speaker”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Review and reread your work before you hit send, post, or publish. Thankfully, many of the social media channels allow you to edit what you have created after they have been posted. However, there will be times when what you send out will be un-retractable. In some cases, they are there forever. So choose your words wisely!”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Even with my focused intention to be eloquent and reflect perfect grammar, syntax, and punctuation in my writing, I still flub up occasionally. Thank heavens for spell check, auto-correct, and the brilliance of my amazing editor Elizabeth Dixon. None of us is perfect, but our editing needs to be as thorough as possible if we hope to make a great impression.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Having a second set of eyes to review what you do is an effective practice. Sometimes you will be so close to your own work that your blinders will cause you to miss tiny details which can create huge errors, and reflect poorly on your intelligence and expertise.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“As a professional speaker and author, excellent grammar is crucial in my profession. Without the proper use of words and language, I would lose credibility and respect.”
Source: The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact
“Rather than using these pages for a boring English lesson, I will simply encourage you to become keenly aware and pay close attention to your articulation and grammar.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“The wonderful world of human relationships is a rich mixture of backgrounds, perceptions, habits, preferences, behaviors, and motivators. These differences can create barriers to communication and connection, creating a lack of understanding or clarity. Just as we each have our own genetic DNA that makes us unique, we also have personality traits that do the same.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“A fast way to get a clear understanding of yourself and others is through personality a profile assessment. Many companies and hiring managers administer these tests to ensure that personalities are well matched to positions. They also help build dream teams to optimize the combinations of strengths and complementary qualities among their people.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Understanding a wide range of personalities will help improve your communication, connection, and engagement not only at work, but in your relationships at home, in life, and in love.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“To master The Art of First Impressions for Positive Impact, it is imperative to understand some basic personality differences so that you can navigate and nurture relationships from a position of awareness, empathy, and acceptance. This understanding will greatly enhance your communication skills, regardless of the differences, so that you can make positive impressions on people who are different from you.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Is there overlap and similarity among personality profile assessments? Absolutely! Although each assessment packages information differently, you will recognize the common threads for basic personality differences which apply throughout humanity—and gain great material for your relationship toolbox!”
“The "spot-on" accuracy of the results may astound you. Once you understand yourself and realize that other people have their own sets of unique traits and preferences, you can find ways to communicate more effectively with them.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Some will reveal how you interact with the world around you, where you direct your energy, how you make decisions, how you approach work, and how you tend to communicate. Others will reveal how you give and receive love and what it takes to feel appreciated.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“I am sharing this wonderful information with the caveat that I am not promising, endorsing, guaranteeing, judging, or predicting any outcomes for you. I’m simply providing you with tools which I have enjoyed and hope you will too!”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Different Strokes for Different Folks
“First things first—differences abound! Race, creed, color, gender, national origin, handicap, age, familial status, socio-economics, education, politics, religion, geography, and job status. Does that list look like a poster ad for the ACLU? Add in our vastly different life experiences and things really start to get interesting.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“As if these diverse characteristics weren’t enough, bring them all into a social context where we must work, live, love, and engage with people different from ourselves—is it any wonder that communications can be challenging?”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“The fact that someone is different from you does not make them wrong—it just makes them different. Why would we ever want everyone to be alike anyway? That would make the world boring!”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Wearing Nametags- On Yourself
The purpose of wearing nametags in the first place is for people to see your name. Otherwise, why bother? We have all seen nametag placements that range from proper to downright raunchy. People can get pretty creative about where they place them and it is not always appropriate. For this book, we will focus on the best practices.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“To make a positive first impression, where is the best place to wear a nametag? Since we shake hands with our right hand, placing your nametag on the right side of your body will make it quickly visible for the best eye contact. Within a few inches of your collar bone and right shoulder will provide greater visibility even when you are sitting down.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Wearing Nametags- On Others
I enjoy reading nametags and calling people by their names before we have officially met or been introduced. It provides an instant icebreaker. Walking up to someone and saying, “Hi Brenda! I’m Susan!” creates a quick connection that might not have happened were her name not displayed.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Business Cards
“Do you attend events where business cards are exchanged in a networking environment? My friend Brian Haugen is a networking ninja. His gregarious personality and love for people have enabled him to easily win friends and influence people. He has a lot of tips, but one of his best is regarding how to best handle business cards.
When I asked him for his thoughts on being an effective networker, he shared that there is an art to how to receive someone’s business card with respect and interest. He continued by saying, “When someone hands you their card, take a moment to hold it, read it, repeat their name and then make a comment or ask a question. And make notes on their card to help you remember the exchange.”
This small action communicates you are genuinely interested and want to remember them.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Too often when people hand us their cards, we quickly slip them into our pockets or purses without giving notice to what it says. Subliminally, it tells the other person that we don’t care or are not interested. Take a moment to demonstrate your interest; this will help your newfound relationship be off to a good start. Small actions can make a significant impact!”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“Have you ever met a new person and within seconds forgotten his or her name? It can be embarrassing, can’t it? Many people will laugh, brush it off, and say, “I simply can’t remember names!” But you should take remembering seriously.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“To remember people’s names, use usual Imagery—Connect the name with a mental picture that will remind you of that person. If his name is Barry, think of berries. If her name is Cheri, imagine her drinking cherry punch.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“To remember people’s names, use rhyming, rhythm, adjectives, and alliteration—Use rhyming (trim Kim), rhythm (Sally sells seashells), adjectives (kind Kevin), and alliteration (Mike likes milk). These ideas may sound silly, but they stimulate your mind to improve your memory.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
“To remember people’s names, use association—Creating a connection to something that has been important to you will give a name sticking power. Did you go to the same college? Did you work for his company at one time? Does she have the same car as your best friend? Begin looking for associations and it will make the names more memorable.”
Source: The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact