The Humility in Making Progress

When success feeds into your humility rather than your ego, you will naturally attract the energy from others who also desire success as a team.

This is not a regularly scheduled blog post, but I wanted to share the profoundness of what's been missing in the world I'm viewing.

"Be that change you want to see in the world."

I saw this quote somewhere and it became my favorite, so short and sweet. But I recently found that it's not really a quote by Mahatma Ghandi, but evolved from a quote more attributable to the great leader and shared by BRIAN MORTON in his article Falser Words Were Never Spoken, Published: August 29, 2011:

“If we could change ourselves, the tendencies in the world would also change. As a man changes his own nature, so does the attitude of the world change towards him. ... We need not wait to see what others do.”

Be kind to one another and work toward the best tomorrow you can conjure for yourself and others.  :)  Pass it along in the Blogosphere. This one-minute, inspirational video says it all.

What is your favorite inspirational quote? Share it in the comments below.



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5 Great Customer Service Techniques

I've noticed how much customer service has slipped in the past several years. The further up north I go, it seems to get worse. However, I think we may be making a comeback in recent times. I've been paying particular attention to the way I receive information from care providers over the phone. Some are good and some are piss poor. For the most part, I've decided those things which worked for me recently might be basic techniques I'd never noticed before.

So I thought, since this blog is about making progress, why not share my thoughts on how I feel about customer service and improving the user experience over the phone. After all, I'm the user in these instances and I can tell you, I very much liked these types of experiences.


Here are 5 things to remember when you want to provide great customer service.


Apologize

When you have a customer on the phone and they are obviously frustrated, sometimes the easiest way to get them on your side is to apologize for the fact they are experiencing difficulty. It may not be your fault and there may be very little you can do to assist with their frustration. The fact that you apologized will make them feel you have taken responsibility for whatever it was, it doesn't matter.

Customer: This is unacceptable. I've been waiting over 5 minutes to speak with someone!

Customer Care Provider: I'm sorry you experienced such a long wait. I'll try and help you as quickly as possible. How may I start?

Now, how can anyone argue with that? I certainly didn't.

Show gratitude

When a customer asks you for something and you are able to provide it for them, don't make them feel like you're doing them a favor. Make them feel like they just gave you an opportunity you hardly ever get. After all, not everybody has a job these days.

Customer: I need to find out what this unusual charge to my account is and where it came from. Can you help me with this?

Customer Care Provider: Absolutely! 

Answer first

Don't answer a question with a question. Give a positive answer first, then ask your question. If you ask a question before answering theirs, you're making them feel like they are not the priority. No matter how trivial the question, answer it first before requesting other information.

Customer: I need to order a new debit card. Can you help me with this?

Customer Care Provider: Absolutely! May I have your account number please?

Conserve time

When a customer provides you with information, thank them. Trust me, they do not want to have to repeat themselves and you shouldn't have to read back their information to make sure you got it right. They have to confirm other information anyway so why waste time reading back something you obviously got right? Procedure? Policy? Talk to your supervisor and get that crap changed. It's annoying as hell.

Customer: My account number is 55534566787-1.

Customer Care Provider: Perfect. I'll check that for you. Just one moment while I pull up your account. For security purposes, can you verify your mailing address?

If they don't give you the correct mailing address, there is the opportunity to explore and provide further validation. If they do provide the correct mailing address, you've just saved some time for your customer.





Circumvent transfers

Never tell someone to hold while you transfer them to the correct party. It's the same as telling them it was their fault they got the wrong number. You want them to feel like they got the right number and you're just the person to connect them with the mortgage department.

Remember, it's not called a transfer. Transfer means you're giving the task to another party. When you ask someone if you can connect them and they agree, you are now performing a task you were asked to do.

Customer: Hello, I need to check the balance on my mortgage.

Customer Care Provider: Of course! Donna will be able to access that information for you. Would you like for me to connect you?

Customer: Yes please.

Customer Care Provider: I'm happy to do so, sir. Please hold while I connect you. Have a great day.

Why am I posting my thoughts on customer service today? Because, lately I've noticed this growing trend on how I'm treated on the phone when I interface with different organizations. I didn't use to get this level of care, and now I'm really happy to see that people are starting to enjoy their jobs again.

Or maybe I've become more important suddenly?  *brief silence*    ....nah


Have you noticed any trending techniques in the field of customer service?



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When a Writer Questions an Artist

What happens when a writer questions the written words of a truly talented artist? Something completely unexpected and rather embarrassing is the answer.

One thing I would never do is question a literary icon about intent when it comes to his creations. If you don't understand allegories or metaphors, you have no business correcting someone about their artistic work on a technical level. My new hero is Don Henley (Eagles), for his answer to John Soeder in 2009 while being interviewed for The Plain Dealer. This man dared to correct an artist's choice of words.

The interview question?

On "Hotel California," you sing: "So I called up the captain / 'Please bring me my wine' / He said, 'We haven't had that spirit here since 1969.'" I realize I'm probably not the first to bring this to your attention, but wine isn't a spirit. Wine is fermented; spirits are distilled. Do you regret that lyric?

Assuming by "spirit" Henley must be referencing the wine in his written words, Soeder belittles the artist with his obnoxious question about regrets.

I love Henley's response:

Thanks for the tutorial and, no, you're not the first to bring this to my attention—and you're not the first to completely misinterpret the lyric and miss the metaphor. Believe me, I've consumed enough alcoholic beverages in my time to know how they are made and what the proper nomenclature is. But that line in the song has little or nothing to do with alcoholic beverages. It's a sociopolitical statement. My only regret would be having to explain it in detail to you, which would defeat the purpose of using literary devices in songwriting and lower the discussion to some silly and irrelevant argument about chemical processes.[1]

SuuuuLAM!!

This must have been a memorable moment for Mr. Soeder as he mentioned it while announcing his retirement back in 2012.

Don Henley and I locked horns, too, because I had the nerve to ask him about the wine-spirit confusion in the Eagles hit "Hotel California"; you can read all about it on Wikipedia.[2]

I'm making a correction here. You didn't "lock horns" with Henley, Mr. Soeder. What happened was something of the nature "he ate your lunch."

Let this be a lesson to the critics out there. Don't always assume your corrections mean anything to the Poet/Songwriter/Artist. We all love music, but if you want music to love you back, treat it with the respect it deserves.

1. Soeder, John. "Don Henley gets into the spirit talking about 'Hotel California'" The Plain Dealer March 20, 2009: T14

2. http://www.cleveland.com/pdq/index.ssf/2012/09/pop_music_critic_john_soeder_s.html



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From Hell to Heaven in 7 Days

So, the labor guys finally made it to my house. It's 5:00 p.m. and they have informed me they will need 3 to 4 hours to install my granite counter tops. Nice, right? I kind of wanted to step out tonight and maybe grab a beer or two. Instead, I get to listen to my Uncle Si bobble head call out, "I'm down like a rodeo clown" or "Hey, that's a fact, Jack!" every time one of these guys pounds away at the old counter top.

Easy! Jeez. Yeah, my son gifted it to me for my birthday last month. I love Duck Dynasty, but this thing going off every 2 seconds is driving me nuts. I had originally moved it off the washing machine when I caught it blasting away during the spin cycle. I never heard Si talk so much, saying the same thing over and over again. Oh wait, yes I have.

Anyway, so they're putting in the new counters this evening, and that means tomorrow, a day for which I took annual leave to enjoy my new kitchen, I get to spend the day putting away all these items I had to remove from my cabinets and drawers.

I know this looks messy now, but I will have a brand new kitchen ready to give a home to these items soon enough. It'll get squared away. The least I can do is have a positive attitude. This is the best Christmas present ever. We're doing the floor ourselves. Here's a photo of the old counter tops. I snapped it Sunday night after all day of cussing, stomping, and throwing scrap laminate. Sorry Tim! He apologized too, so now we're friends again. This is progress!

The tile guy comes on Friday, so I'll be sure to update you with new photos of this project I call From Hell to Heaven in 7 Days.



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U is for Underestimating the American Spirit

I saw this photograph on Facebook a week or two ago and I immediately snatched it for this post. I didn't even have to read the story to understand the meaning of the photo; it spoke volumes to me. It says to me, "My life isn't over, I'm in control. Bring it."

However, when I read this story about one victim of the Boston Marathon bombing, I didn't want to leave it as just a "share" on Facebook. I wanted it to be an addition to my post about underestimating the American spirit, because that is exactly what the world has witnessed here.

This isn't the only photograph which has touched me in the past year. There have been a few. I don't know how old these photographs are, but they each reached me at a pivotal point in my writing journey, so I want them all here in my compilation of this article about progress and inspiration.

As most of my friends and family know, I come from a military background. My father was a retired Marine. My husband is a retired Marine. My son is an Army veteran who served in Iraq and who is now medically retired. So, it shouldn't be a surprise that this photo also inspires my post today.

Here I see this super sexy guy, and he's confident, determined, and very much still in the game. This is the American spirit I see and appreciate. It reminds me of what this country stands for. Not what it has become. There are still some who will never give in, who will always remain hopeful for our future, and who, despite their own setbacks, will continue to inspire and give hope to others.


Sometime last year, a regular mammogram revealed an area of concern and my doctor scheduled a punch biopsy. I wasn't sure what to expect, but immediately I began thinking of my options, my husband having gone through a cancer diagnosis 2 years earlier.

That is why when I saw this photograph for the first time, I was filled with hope and I thought, "If I come out of this with a double mastectomy, I'm going to finally give in and get that tattoo I've always wanted of the fire dragon wrapped around a castle." I don't care if you think it's lame, Diane. Getting back to the nature of this post.

We are divided by many things. Politics gets us pitted against one another. So does religion, racial inequalities, gender inequality, and so many other divisive elements for which we refuse to enter into dialogue for whatever reason. Maybe it's a tool for those who benefit from the division. Remember when your kids did it? Divide and conquer.

We parents knew how to deal with it: the united front. Let us not turn our heads to the divisive, but see it for what it is and move along. Let us see the truly beautiful in people who still believe. There is hope. You just have to step toward the side of positive and let's create many instances of this type of media, rather than accepting the feed of those nuggets which divide and conquer, because what are we trying to conquer here anyway? Share and re-tweet positives!

The inclusion of these photos into my post today is my way of sharing what I believe is important in healing as a nation and reflecting as individuals. It's important that you know, regardless of your need to be right, your need to win, or your need to be on top of any situation, there are people who have won while our eyes have been shut.

Take a moment to reflect on what it means to truly win at life. What strengths in people have you witnessed in the past? Have they inspired you to look beyond the bleak and foreboding obstacles which threaten your happiness?

Visit my Alphabet Links:

A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W - X - Y - Z

A Kitten Makes Her Escape (video)

In the name of making progress, my daughter brought home this poor kitten who'd been abandoned. The little critter had such a spirit about her, I couldn't give up this opportunity to share my video. Oblivious to her surroundings, she finished off her food and planned for an escape.

Granted, my video production skills suck, but you get the idea. Hopefully, you will agree that this is indeed making progress. Next time, this will not be the mission impossible. It will be the mission accomplished as so eloquently stated by our beloved President George W. Bush.

Enjoy!

P.S. No animal was hurt in the production of this video (maybe a few increased patterns of heart palpitations, but that's okay).

Cheats, Hacks, and Walkthroughs

Ever wonder how some people seem to breeze through a game with little to no frustrations? One day the gaming industry will wise up and stop creating difficult games and then providing solutions to "get around" the difficult obstacles. I mean, what's the point, right?

I work all day long analyzing, creating, problem solving, and debugging technical glitches. My mind is literally exhausted when I get off work. The last thing I want to do is sit down and play an online RPG and struggle with the logic of the story and the technical mechanics of the game play. Forget that it sucks when you die. It’s worse when some kid reaches level 100, dons a cape of invisibility and kills you with one thrust of his triple action bullwhip all the while screaming, "Die old lady!" This is the society we've created.

Well, I'm fighting back! I'm going to educate all those people like me who want to get back at these little cheaters, fight them at their own game. We need to take back our pride, show them we can do it too! Grab your walking canes, ladies and gents. So here goes.

First, you need to know the difference between 3 universal terms you'll find almost everywhere in the gaming world. Do not use them lightly. They are each very specific.

Cheats

Cheats are special instruction codes shared amongst an elite group of players who, by way of leaks, receive them from those designers "in the know".

Scenario #1

I'm a software developer and I create a game called Diane's Dungeon, and I decide I'm going to create a special command or a group of commands which do special things. It could be anything from creating a crap load of gold or doubling your experience points so you can level up faster. On release day, I whisper to my friends who are aching to exact revenge on the kid down the road for kicking their asses in Diablanco III, a game created by my arch nemesis (who also made cheats for his game).

My friends tell their friends, who in turn tell their friends. Before you know it, everyone is a millionaire level 100 who beat the game already. It's not the end for the designer though, no worries. The gamers who really enjoy figuring things out on their own will take a leisurely stroll through the game world and request some assistance along the way until they are about 90 years old and still haven't beat the game, but we'll learn about walkthroughs shortly. I want to talk a little about hacks.

Hacks

Hacks are designed by third party people who are not responsible for the game itself. These persons may have an awareness of unique features of a game and they utilize those features to enhance the user experience (I like the sound of that).

This is all client side stuff, so if you connect to a multi-user server and expect to keep your new enhancements, think again. Not all is lost though. You can seek out any number of hacker havens, places where you and other "enhancement seeking" players can log in and duke it out with your new hacked uber powers.

Scenario #2

If I’m lucky, I might get to level 100 by the time I'm 90 years old. Gaming is unbelievably time-consuming! But being the true hacker that I am, I want to see just how skilled I would be using my magic at level 100. I log into one of my hacker havens, perform the hack steps and increase my levels, TA DA! Uber fighter dude does the same thing.

Now we battle it out, a level 100 mage and a level 100 fighter. The fighter wins because he took additional steps in hacking room C, which got him unlimited amounts of healing potion. Silly me! I'll be ready next time. Just have to remember the healing hack.

Neither one of those scenarios ever got me too excited. I got bored too easily. Once you hit the maximum level, there’s nothing left to do! Cheat codes to get the most powerful weapons are no good when you’re in the newbie area. What are you going to do? Maul a tiny rat with a 3-skull, flaming flail? When you get to be my age, all that desire for the fancy stuff sort of dies, but you don’t want to stop discovering the fun, cool things by doing it the right way, the way game experience is intended. That’s why when I get stuck anymore, I use a walkthrough, or better yet, the Universal Hint System.

Walkthroughs

A walkthrough is the simplest form of cheating which does not harm the integrity of the game code or your PC. It is nothing more than a step by step instruction on what actions to take in order to beat a foe, clear an area, find a stone, or enter a secret passage. You name it and it will be covered in a walkthrough.

Scenario #3

Up until a point in the game, everything had been easy. You’re a level 10 warrior, but every time you try to enter the “Cave of Untouchables” a giant tarantula comes crushing through the wall and eats you. You’re at your wit’s end, it’s 2:00 a.m. and you have to go to work in the morning.

Google: Planet of Aros Cave of Untouchables tarantula walkthrough

Voilà! The step by step instructions lead you to the entrance, but before you enter the cave, you must click on the ninth point of the chandelier hanging above a pile of stones. Really. Isn’t it enough to make you want to strangle the programmer who came up with that logic? I’m not making this up either. No wonder kids need cheats and hacks!

And there you have it, in simplest terms and no techie talk, just good old fashioned English. Now, let’s go find us a game to play.  My favorite of all time was Baldur’s Gate. Do you have a favorite game? Multiplayer or single player?

Why Guys Really Are From Mars

by Diane Carlisle

Going on 25 years of marriage, I was thinking back to the times before we were married and it made me wonder why I considered marriage at such a young age. Not only was my husband the same handsome man he is today, but he was a miracle after having endured a few years dealing with men who really were from Mars. How did he approach me and ask me out?

"What time do you get off work?"

"Two o'clock."

"Can I buy you breakfast?"

"I'd like that."


I found out later that he needed to be up at 6:00 in the morning to make it into work on time. I didn’t learn about that during the date; it was much later into our relationship, when he was comfortable enough that I would realize it didn’t matter.


See how simple that was? There's nothing fake, no non-sense, and none of this hidden agenda and side stepping. There were just a few simple questions and a little bit of confidence and genuine feeling. That's all it took.


However, before my lovely husband came along and swept me up with his no non-sense swag, there were 5 truly remarkable approaches made toward me that deserved a rejection. I wasn't really equipped at the time to respond to these really bizarre approaches, but I can respond to them today. Here they are. Each approach now has a title and my official answer!


The Jail Bait

"My ex-girlfriend works at the Foxy Lady. Will you go there with me tonight so I can make her jealous?"

Um, sure. I always wanted to go to a strip club and get beat up by an angry, naked girl and end up in jail for sexual assault because I accidentally touched her boob while defending myself.


The Little Black Book

"Can I get your phone number in case I want to ask you out sometime?"

The priorities are all wrong here. Ask me out on a date first, then get the phone number. Okay?


The Fan Club

Rolling a joint, "Some friends and I are hanging out at the Mullet Festival this weekend. Want to tag along?"

The Mullet Festival is not a stage, you are not a rock star and I am not your groupie.


The Look At Me Now

He gloriously fans out 10 twenty dollar bills and says, "Would you sleep with me now?"

You had a better chance before.


The Self Fullfilling Prophecy

"I was going to ask you out, but you're not really my type."

I was going to say no, but you never really asked me out.


There was a Dilbert cartoon that came out this week featuring “The Topper”. In the name of my favorite cartoon, can any of you top these? Please tell me your story and give me your answers you weren’t able to provide in the heat of the moment!