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Ecclesiastes 9:11 “ I returned, and saw under the sun, that the race is not to the swift, nor the battle to the strong, neither yet bread to the wise, nor yet riches to men of understanding, nor yet favor to men of skill; but time and chance happeneth to them all.”

Our recent health scare put me in a contemplative mood. More so than normal.

So many others have much more severe worries and concerns. It makes me ashamed to think of my own life – and family. But so it goes. Our life matters, if only mostly to us.

None of us could get out of bed in the morning if we carried the weight of everybody’s sorrow. That funeral procession you pulled over for the other day…you didn’t know who was in that hearse. Perhaps you were carting the kids to a birthday party where some little child was celebrating turning 5. Those are the ironies of life. Some mourn while others celebrate. Some die while others are born.

I hope you’re experiencing good times. We all need the mountain top experience. Hang onto it for as long as you can.

Maybe today you’re in the valley. Maybe you’ve been there so long you can’t remember what the mountain top looks like. Hang in there. Endure. Overcome. Slog through it. You’re strengthening the muscles you’ll need for the ascent back to the top.

We’re all learning as we go. Going up demands different skills than going up. We need both if we’re going to successfully navigate through life – and help others do the same.

Go hug your wife. Or husband. And your children. And grandchildren. Don’t leave out close friends either.

Take care of yourself. Your family deserves it. Don’t ignore your health or fitness! It’s incredibly selfish if you neglect or abuse yourself. So, if you didn’t know it before now you do – it’s why I go to the gym daily! I decided a few years ago that I couldn’t “do that” to Rhonda.

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I was very sad to learn that Jim passed away. I’ve enjoyed his work for so long now it just seems strange that the world is now without him. I never met him, but through his work – I loved him.

“Everybody knows themselves when they see Herman,” he once said. “We all think we’re so different and we’re not.”

I discovered Herman at some point in the mid-1970’s. I don’t recall the year, but I was in high school. Back in junior high I fell in love with single panel cartoons. Herman was my first real favorite.

I wanted to be a cartoonist. When I was in junior high I did a class project that involved interviewing somebody who is in a field you’d like to pursue. The only cartoonist available happened to be a fellow who cartooned for the city’s newspaper. I remember my mother taking me up there to talk with him. He had gone to art school with Charles Schultz of Peanuts’ fame.

I drew pretty constantly throughout high school and into college. Friends in high school thought some form of art, perhaps cartooning, would be in my future. Others figured it’d have something to do with speaking. Go figure.

At some point in my college years, the dream died. I didn’t personally know any cartoonists and it seemed a very impractical life. I don’t know if I had the talent for it or not, but no matter — I quit. Selling stereo gear produced an income that only my friends dad’s could relate to. I was making more money than any of my buddies, and like many men of my generation, I fell into a career that seemed more to choose me than me it.

I continued to love great cartoons, but didn’t find too many of them funny or entertaining. Jim Unger’s work stood out. I could look at his drawings and laugh…before I ever read the caption. For me, the great cartoons begin and end with the drawing. The caption is just there to make sure we’re all on the same page. Understanding what we’re all laughing or smiling about.

More smiles and laughter have filled my life thanks to the work of Jim Unger. I’m glad he didn’t quit. And while I’m saddened by his death, I can’t help but look at these people who lived in his head and smile. Thankful that he had the talent and tenacity to show them to me.

Sometimes I laugh out loud.

Sometimes ’til I cry.

P.S. Here’s today’s Herman, released earlier this morning. Smile!

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“Let me tell you what this $#@! just said.”

He was telling me about a customer who was complaining. The complaint, according to the business owner, was unfounded and unfair.

I listened. He explained – from his point of view – the circumstances leading up to the complaint. He was fuming about it.

As he read the email from the customer he said, “Here, I’m sending it to you right now.”

I got it while we were still on the phone. Now, I’m reading along as he’s continuing his tale. He’s as angry as I’ve ever heard him. It’s compounded, I suspect, because he’s got two major projects he’s trying to complete and this interruption was unexpected. Life can be pleasant like that…sometimes!

These are common conversations for me as I try to help business owners solve problems. They lament how inconsiderate customers are. Irritated that customers are abusive, mean and too demanding. Anybody who serves customers is subject to the temptation.

Now back to the conversation.

I said, “It appears to me you’ve stepped in it.”

“What?” he said.

“It looks to me like you’ve messed up and now you’re mad about it,” I replied.

“Are you kidding me?” he barked.

“Wait a minute,” I continued. “Let’s step back and look at this a bit more closely.”

We then walked through the real events leading up to what this owner perceived as a “nasty” email. Turns out the email really wasn’t that nasty. Nor was it mean-spirited. The email was an expression of extreme, ongoing frustration. After 10 minutes of walking through the events the owner paused and said, “I’m such an idiot.”

“No,” I said. “You’re just stuck inside your business with your problems, worries and fears. Meanwhile, your customer is stuck with his own worries, frustrations, problems and fears. He’s worried you’re not going to complete this deal on time and that he’ll have egg on his face. Your job right now is to call him – not email him – and reassure him that you understand how he’s feeling. Apologize for whatever you must and guarantee him he’ll be happy.”

For over 35 years I’ve given that same advice because it’s in my fabric. Customer service is a major priority for me. Nothing has mattered more. Nothing.

Some years ago, while leading a retail company I had a sign constructed and hung in the store that simply said,

“Extraordinary Service. No Excuses!”

It caused near mutiny among the troop who wrongfully thought that I was setting them up for a no-win situation.

“How can we possibly live up to that?” they objected.

I explained it to them. I’ll explain it to you in today’s show. This is the first in a series on customer service. We’ll start with what I believe is foundational to superior customer service. Communication.

Leave me a review over at iTunes, please!

P.S. Read this post by Ron Burley. It appeared a few hours after I recorded this episode. Then, a few hours later…I noticed this post by Mikal E. Belicove, entitled “What a Trip to LAX Taught Me About Customer Service.” Proving once again that great minds do indeed think alike, and often at the same time (well, at least on the same day).

 

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In 1969 Three Dog Night had a hit song written by Harry Nilsson, ONE.

It was the first song on their first album. Think about that because it’s important for today’s show.

We’re all chasing increased website traffic. We want a bigger audience. A larger market. More people.

Whether we’re writing a blog or selling a product, larger audiences trump smaller ones.

Just like more money is better than less money.

Being popular is better than being unknown.

An increase in audience brings with it a potential increase in sales, connections, joint venture opportunities, more dynamic relationships and a host of other benefits.

No, you’re not foolish to crave all these things…or to even chase them with all your might.

But, as the saying goes, “You gotta crawl before you can walk.”

I hope you’ll subscribe to the newsletter. Just enter your email address in that box in the upper right hand corner. I’ve got some special treats in store for you if you do!

Thanks for listening.