|A Note From The President |
|How Did They Do That?|
|What can Ambeck Do For You
|Formula For Success|
|Fun & Games|
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String Of Precious Jewels
I'll tell you briefly the fine qualities of those
on the path of compassion: Giving, and ethics, patience, and effort,
concentrating, wisdom, compassion and such
Giving brings wealth, a good world comes from ethics, patience
brings beauty, eminence comes from effort. Concentration brings
peace, and from wisdom comes freedom;
Compassion achieves everything we all wish for
Nagarjuna (Excerpted from The Diamond
Cutter, page 83)
If you were in Paul Swaby's position, what would
you do differently?
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You are looking for a quotation from your favourite
author, or you heard a quotation and you want to use it, where
do you go to find a quote or check the accuracy of one? There
are many resources online - here are a few places to start.
1. A computer and its monitor weigh a total of 48 pounds. If
the monitor weighs twice as much as the computer, how much does
each piece of equipment weigh?
2. Divide the face of a clock in such a way that each section
equals the sum of the other two sections.
Answers for last month's Fun & Games
1. How many 6's are in 6666? Answer: 1111
2. I have ten coins in my pocket. The value of these coins is
50 cents. How many coins of each denomination are there? Answer:
Either 5 pennies, 4 nickels, and 1 quarter or 10 nickels (a penny
= 1 cent, a nickel = 5 cents, a quarter = 25 cents)
"If the doors of perception were cleansed everything
would appear to man as it is, infinite."
- William Blake
"Take the gentle path."
- George Herbert
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A Note From The President
This month I reviewed "Raving Fans" by Ken Blanchard
and Sheldon Bowles because I interviewed someone who indicated
that this book had a profound impact on him, so I wanted to see
through my interviewee's eyes what he saw in the book. You can
read my review later in the book review section.
I would now like to spend a few minutes talking about "The
Diamond Cutter: The Buddha On Managing Your Business And Your
Life" by Geshe Michael Roach. I seem to choose a lot of very
difficult books to read. This book gave my brain a workout, but
it was well worth the read.
I particularly like the section where Roach lists what he calls
46 typical business problems and their solutions, according to
the wisdom of the Diamond Cutter. For example, business problem
#5, "No matter how big or interesting your business gets,
you always have the feeling that it's not enough; you feel driven
by a sense of dissatisfaction." The solution: "Never
begrudge others the results of their own efforts; stop comparing
yourself to others, just enjoy what you have: be your own person
and appreciate what you have yourself." Looking at business
problem #18, "People around you don't step forward to help
you out when you most need it." The proposed solution, "This
again is a result of taking some kind of unhealthy pleasure in
other people's problems. At best, try to step into every situation
where you could help out
At the very least, keep a close
watch on your mind and refuse to indulge in that morbid fascination
with other people's problems."
"The Diamond Cutter" forces you to think and reflect
while you read, and I am sure that as you read the forty-six business
problems you will nod a few times because you can relate to the
them. Wouldn't it be worth the effort if you tried a different
approach even if it appeared simplistic?
Raving Fans: A Revolutionary Approach To Customer Service
by Ken Blanchard & Sheldon Bowles
Shortly after I started reading this book, I had to shut up my
inner critic and open myself up to the lessons. Ken Blanchard
and Sheldon Bowles present Raving Fans as a parable. The
book starts off with the president of a company telling the new
area manager that the company was built on customer service, and
that the three preceding area managers didn't understand that,
and that's why they were no longer with the organization. Each
of those three preceding area managers lasted less than a year
in the job. This fact made it difficult for me to understand why
the new area manager, knowing this, would take off with his Fairy
Godmother, Charlie (a man) to play golf.
To succeed in business, you have to create Raving Fans - satisfied
customers are no longer enough. To deliver Raving Fan Service,
you have to look after the customers' needs whenever possible,
be consistent in delivering the service, promise more and deliver
more than you promise, and be ready to change direction when the
vision changes because customers' need and want change all the
time.There are three secrets to creating Raving Fans - Decide
what you want, discover what the customer wants and deliver the
vision plus one percent.
Decide what you want: When you decide what you want, you must
create a vision of perfection centered on the customer. This is
your perception of perfection. You do this by visualizing the
entire customer service experience. What does perfection look
like? You live out your business fantasy by deciding what you
want, and creating a vision of perfection centered on the moment
the customer uses the product.
Discover what the customer wants: To find out what your customers'
vision is, simply ask them, and listen to what they say and don't
say. Understanding your vision allows you to better understand
your customers' vision. And if your customers' vision is very
different from yours - that is, the gap is too wide, you may have
to stop servicing that customer. You cannot be everything to everybody.
Deliver the vision plus one percent: Be consistent - consistently
meet expectations. To be consistent you must have systems in place
within your organization. Every organization that delivers excellent
customer service has systems in place, and a training program
to entrench those systems into the heart and soul of the company.
These systems are only guidelines, and you have to be flexible
enough to alter the guidelines to better serve your customers.
Once you are able to deliver consistent service, ongoing improvement
is a must. The plus one percent is to keep you moving ahead and
focused beyond your vision.
Five+1 Great Ideas
- All good customer service is a result of nifty systems
- Constantly strive to improve what you have decided to achieve
- Most customers have a focus - you have to find that focus
and then mine it for information
- Customers count on you to do what you say you will do
- You can make big changes in almost anything, or achieve great
things in your life by improving or changing by one percent.
Things can't help but improve if you keep at it one percent
at a time
- Customers have needs beyond the need of the company's product,
whether it comes in a box or is a service. People need to feel
like they belong to a group - they need to feel that they are
important, and that what they do, think, and say truly matters
I recommend this book because it's an easy read - it takes less
that two hours to digest the information. Suppress your inner
critic if you are a logical person and allow the parable to unfold
so that you can learn the simple lessons.
June's Book List
Raving Fans: A Revolutionary Approach To Customer Service
by Ken Blanchard & Sheldon Bowles
The Diamond Cutter: The Buddha On Managing Your Business And
Your Life by Michael Roach
"Workplace Incivility: The Target's Eye View"
According to a survey of 1,400 employees in different industries
across the USA:
- Both men and women were equal targets of rude and disrespectful
behaviour, but men were seven times more likely to target a
- Women were also likely to exhibit uncivil behaviour toward
superiors and subordinates, but less likely to be uncivil to
- 78% of respondents reported that incivility has gotten worse
in the last 10 years
- Rude people are more likely to be in higher positions than
those on the receiving end of the nasty behaviour
- 12% of respondents had actually quit a job to avoid a rude
- More than half of all surveyed said they lost work time worrying
about the treatment they received
- 22% said they deliberately slowed down or delayed their work
effort in response to rude treatment
- Patterns of incivility tend to "cascade downward"
and self-perpetuate - bosses are more likely to target subordinate
employees who, in turn, exhibit disrespectful behaviour toward
Source: Bain & Company 2005 Management Tools Survey, http://www.whittierdailynews.com/Stories/0,1413,207~12041~2886367,00.html
How Did They Do That?
Challenge: As a public speaker and real estate investor,
each week, I have to talk to people about how to create wealth.
I'm challenged because the majority of the individuals who attend
my seminars know nothing about real estate investments. However,
if they know about real estate they usually don't understand the
amount of long-term wealth they can attain.
Solution: I teach people specifically about the "New
Found Freedom" (NFF) the fourth book I'm going to write.
It hones in on the specific steps required to create long-term
wealth and become financially independent.
- The world is filled with pessimists and optimists
- Individual success and failure come from two things:
- "You become what you think about." Earl Nightingale
- The pessimist sees the difficulty in every opportunity.
I have realized that only enlightened and passionate people
are the ones who are optimistic, and find the opportunity
in every difficulty
- I have learned to only work with passionate people and I leave
the pessimists to do their own self-discovery thinking
What Can Ambeck Do For You:
Ambeck Enterprise provides diverse business research and analysis services to senior level executives, through the relevant distillation of diverse facts and data.
Formula For Success
Attitude + Expectancy + Knowledge + Action = Measurable Improvement
Daily measurable improvements need to be maintained through discipline
to achieve success.
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