Monday’s Motivation – February 8, 2021

Whatever it is, be good at it.

Happy Monday! Here is #2 of the Monday Motivation series.

We started this last week with a quote about motivation. This week continues on that thought with another jeff-ism.

“What are you prepared to commit to for the rest of your life?” jeff noel

Motivation to accomplish a thing requires a goal. Your intensity will vary over time toward that goal but your focus should never be distracted from the end result.

The world is full of distractions. And there are even more unfulfilled dreams that have faded into nothingness. Do you do things to remind you of your goal every day? Maybe you’re a visual learner so having a picture or a drawing that you see may be the trick for you. Audio leaners may listen to podcasts or watch videos of trusted individuals with a track record of success. Maybe you have a family member, friend or work colleague that you bounce ideas off of. Don’t lose that connection.

Become emotionally involved. This type of connection is hugely important, as this will motivate you to keep moving forward.


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Monday’s Motivation – February 1, 2021

It’s a new month and I’m starting a new series. My intent is to brighten your Monday with some motivation.

For now, I’m going to call these jeff-isms. My good friend and prolific blogger jeff noel has a podcast along with his good friend Jody Maberry.

I don’t know if jeff is the author of any of these sayings and he would be the first to steer you in the right direction of their origin.

With this new series, today’s thoughts for Motivation Monday center around . . . well, motivation.

“Nobody is in charge of your motivation. Do it for someone else. Find 1,000,000 ways to stay motivated.” jeff noel

Motivation can come from someone else, but it is almost always short lived, like a spark with no kindling. Have you ever lit a fire from a spark? Boy Scouts know how to do that and like most boys, it’s really cool to watch. But if you blow too hard, or don’t have the right kind of kindling, what happens? Nothing. If you rush the process you’ll probably sabotage your own efforts.

It’s a series of small accomplishments that are the sparks that fuel the fire of reaching our goals. So don’t give up on your dreams. Remember why you started them in the first place.

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But if you will, hear me

Are my ears big enough?

We often ask our listener to pay attention as if we have some profound wisdom to share. And we very well might have THE answer being sought.

Much of 2020 was filled with noise. The constant regurgitation of topics that have been around longer than you or I have existed on this planet permeated the headlines daily. Books will be written, history will receive an asterisk beside last year.

How do we reduce the noise? What are we trying to say? Is it our message that is difficult to hear or are we speaking to the wrong audience?

Make every effort to reduce the noise around you so that your true message can be heard. Close your eyes and listen.


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Everyone is your customer

Hopefully you are sitting down as you read this. We have a Disney trip scheduled for next month. I know, shocker.

We are only 37 days away from the start of our trip and with the current crisis and no firm opening date, I used the online chat feature to contact a Disney Cast Member and get the news straight from them.

I got my answer . . . I was pretty sure what it was going to be. And then it occurred to me that I wasn’t chatting with a computer bot. It was a real person on the other end of the screen.

I turned the tables on her and instead of asking questions that satisfied my personal agenda, I asked how she was doing. We sometimes forget the workload that has been placed on others right now. It’s been almost 60 days since Disney has had to shut down their theme parks. I can’t imagine the stress remaining cast members are under dealing with guests from all around the world who’s travel plans have been affected. Having to answer the same question a dozen times (or more) a day can be demanding.

You can see her response in the picture above.

Treat everyone as though they were your customer. Be nice. Be kind. Treat others as you want to be treated.

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It starts with recovery

Choose your cast and train them right

You don’t build the product for yourself. You need to know what the people want and build it for them.
Walter Elias Disney

If your company isn’t omni channel or offering integrated solutions to your customers’ liking, you may find yourself scrambling for business. Today’s wide open access via phone, internet, mobile apps and traditional brick-and-mortar stores puts pressure on companies to have products or services available 24-7. And if you don’t? Well, it gives the saying “you never get a second chance to make a first impression” good meaning.

This is where recovery comes in. What is your company’s plan for recovery? You don’t have one? I was in the same boat.

POS failures in my current position has now forced me to develop a recovery strategy to try and win the business back (retain customer loyalty) with very little expense. As consumers change their behaviors, business owners have to adapt often with very little if any warning.

The recovery process is just as important as the manufacturing process which is just as important as the marketing process which is just as important as the selling process.

Disney’s Approach to Quality Service from the Disney Institute was my second favorite course. As I approach the 10th anniversary of partaking in this wonderfully immersive experience, I’m reminded of the portion of the class that dealt specifically with service recovery and how important it is to guest satisfaction.

When you have over 20 million (yes, that’s million) guests in a year, you have opportunities where your service doesn’t meet your standards or the expectations of your guests. Even if you hit it right 99% of the time, that still leaves 200,000 guest experiences that require some form of recovery. At 365 days a year, that averages out to around 55 service recovery incidents every single day. You would have to have a team that did nothing but work on guest recovery with numbers of this magnitude.

Since most of us will never see 20 million transactions in our lifetime, it does not lessen the dependency on having a program for recovery that every employee can implement at any time when necessary.

Stay tuned for more on some tips for making the recovery process a standard practice for your business.

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