Question: In economic times like these, who can afford to be mediocre?
Answer: None of us.
When we launched the Outstanding! book, the economy was struggling.
It still is.
And included in the “47 ways to be exceptional” that we write about are these chapters:
Stand Behind Your Stuff
Never Forget Who Pays the Bills
I suggest that in good times and bad—but let’s be honest, especially during the bad—it’s imperative that we be outstanding.
Please enjoy a story that clearly defines what it means to be exceptional. It was sent to us by Church Saufley, a long time believer in QBQ! The Question Behind the Question.
————————
I recently purchased Select-Tech Dumbbells from Bowflex online. After using them for a couple of days, I realized I was going to need a better bench so I went back to their website to see what they had available. While there, I saw they were now offering a bench at no charge with the purchase of the dumbbells I’d bought. Oh, man, if I had just waited I could’ve had my bench for FREE!
Feeling like it was a long shot, I emailed them saying, “I just bought these dumbbells and I see you are now giving away benches—is there any possibility I can get that deal???”
I really expected nothing since I’d missed the promotion, but it made me feel better knowing that I had asked.
Much to my surprise, Amanda Ricketts at Nautilus, Inc. (they own Bowflex) sent me an email stating that she had reviewed my file, noted that I had been a good Bowflex customer over the years (I had also purchased a TreadClimber and the Bowflex Power Pro), and so the free bench was on its way—and no charge for shipping.
Wow!
I surely felt like a valued customer and told several people about my experience.
The story could end there on a note of outstanding customer service, but the best moment happened when the shipment arrived. What I received was a stand to put the dumbbells on—but not the bench. Needless to say, I was disappointed, but I thought, Oh well, I got it for free and I CAN use it, so maybe I should just let it go.
But I couldn’t resist emailing Amanda …
“Hi, Amanda. I know beggars can’t be choosers, but they shipped me the wrong item.”
I thought if I put the error on “they” and “them” then Amanda would save face if it was her mistake and she might be more apt to do something for me. A little sneaky, I admit!
Anyway, I expected some type of rationalization from her and no good result, but again I felt better that I had at least tried.
But evidently Amanda has been injected with the QBQ, because she not only fixed the problem by promising to send the bench, she took ownership for the mistake. Her response:
“Mr. Saufley, thank you for contacting Nautilus Customer Care. I checked your order and it seems I used the wrong part number when I ordered your shipment. I have placed another order for the bench. Please keep the stand we shipped and enjoy it. If you have further questions or concerns, please reply to this email or call us.”
She could’ve blamed the warehouse, the computer system, or me the “bad, bad customer” for asking for so much. But instead she practiced personal accountability and provided exceptional service. It was clearly QBQ! in action! Awfully rare in today’s world, but I must say it was appreciated.
I’ll be a Nautilus customer for life and now recommend them to everyone.
Sunday, October 23, 2011
How can I increase my appraisal value?
Top Five Tips to Increase Your Home’s Appraisal Value
The importance of the appraisal in a real estate transaction can’t be overestimated. An appraisal can completely kill a deal if it does not turn out well.The Wall Street Journal recently posted an article with tips on upping your homes value during an appraisal, and here are some of our top picks:
1. Spruce up the house
While a couple of dishes in the sink won’t make a difference, there are quick fixes that do. Overgrown landscaping should be trimmed, and things like marks on walls and stained carpets should be cleaned. These affect the home’s overall value in appraisal, according to the WSJ.
2. Curb appeal matters
Take the time to mow the lawn, trim the hedges, and pull out any weeds. A nice-looking yard is not only a great first impression, but it can offset any nearby foreclosed properties.
3. Note the neighborhood improvements
Location, location, location! Make note of any changes to the neighborhood that are positive, such as a new playground or a Whole Foods nearby.
4. Keep the $500 rule in mind
According to the WSJ, appraisers often value a home in $500 increments. This means that if there is a repair over $500 that can or ought to be made, do it, or it could count against the property’s value.
5. Maintain a list of all updates to home
All updates, major and minor, to the home should be listed. “Itemize each update with the approximate date and approximate cost,” recommends Matthew George, the chief appraiser of Eagle Appraisals Inc. Remember to include things the appraiser might not notice, such as insulation and roof updates.
Fed fights to keep rates down read more
Fed Looking to Further Lower Mortgage Rate
A new video from the Wall Street Journal discusses the Federal Reserve’s plan to lower mortgage rates further.
The plan is to revitalize the housing market by purchasing mortgage-backed securities, and the video below explains in detail:
The plan is to revitalize the housing market by purchasing mortgage-backed securities, and the video below explains in detail:
Wednesday, October 19, 2011
Four books I just read
Heidi Sloss the Fortune is in the follow up- I enjoyed this read because it delivered simple no nonsense tips and approaches to identify where I sabotage my efforts. Where I can add focus and shotgun marketing with more of a laser beam approach. The book also has 5 tips on networking and some other jewels. Easy to apprach and embrace not the page numbers but the content within.
The speed of trust by Stephen Covey- I found this a very good read. First is dances with the definition of trust how we give and lose trust and why it is so critical in our type A world that we speed up with quality our introductions and relationships. Lord love a duxck no one has patience anymore do they? The book gets very real with how we are one world through Global stewardship and citizenship since we are in this journey together.
Drive by Daniel Pink - Daniel Pink dives into and attacks the fabric of motivation. We tend to look outside ourselves for the M word like bonus, status etc when the true drive comes from within. The book delves inot these areas and then sets forth approaches to call upon these known facts and move forward in our lives from our very own plan and not simply from a book.
Shinju by Laura Joh Rowland- this is part of what she calls the Sano Ichiro Mysteries and brings about a discussion of Ronin of feudal Japan and there is much story and history together. If you like historically based series this one will speak your interest.
The speed of trust by Stephen Covey- I found this a very good read. First is dances with the definition of trust how we give and lose trust and why it is so critical in our type A world that we speed up with quality our introductions and relationships. Lord love a duxck no one has patience anymore do they? The book gets very real with how we are one world through Global stewardship and citizenship since we are in this journey together.
Drive by Daniel Pink - Daniel Pink dives into and attacks the fabric of motivation. We tend to look outside ourselves for the M word like bonus, status etc when the true drive comes from within. The book delves inot these areas and then sets forth approaches to call upon these known facts and move forward in our lives from our very own plan and not simply from a book.
Shinju by Laura Joh Rowland- this is part of what she calls the Sano Ichiro Mysteries and brings about a discussion of Ronin of feudal Japan and there is much story and history together. If you like historically based series this one will speak your interest.
Daniel Pink blog I found interesting with comments from George Anders
October 18th, 2011
How to find great talent: 4 questions for Bloomberg View’s George Anders
Here’s a question that bedevils everyone from Fortune 500 boards seeking a replacement CEO to school principals hiring a new algebra teacher, from families looking for a great electrician to baseball teams searching for a better shortstop:
How do you find extraordinary, game-changing talent?
George Anders is a top-shelf business journalist, a veteran of the Wall Street Journal, Fast Company, and now Bloomberg View. For the last couple of years, he’s tried to answer that question by hanging out with the best talent spotters in the world – the U.S. Army’s Special Forces, a squadron of basketball scouts, the folks at Facebook, and many more.
The result is The Rare Find: Spotting Exceptional Talent Before Everyone Else, which hits stores today. (Buy it from Indie Bound, BN.com, Amazon.com
or 8CR.) I had a chance to read the galleys several months ago – and I enjoyed it so much I asked George if he’d do a short interview explaining some of the core concepts for PinkBlog readers.***
You looked at talent both widely and deeply. What’s the big insight you had after completing this book that you didn’t have when you began it?Everybody should be searching for resilience, and hardly anyone does. Being able to bounce back from adversity is crucial in just about every field I examined. You need resilience to be a great CEO, a great teacher, soldier, investor, etc., etc. But when we hire, we’re taught to regard setbacks — regardless of what came next — as flaws in a candidate. So when we prepare our own resumes, we hide our stumbles. That’s wrong! We should cherish people who have extricated themselves from trouble in the past.
I was especially intrigued by your idea of the “jagged resume” in part because I realized that I myself sorta had one of these way back when. Tell us what you mean by that term and why it matters.
Steve Jobs is a perfect example. Both in the 1970s and the 1990s, his life was a wild blend of great strengths and apparent failures. He had this awesome imagination, persuasiveness, ambition and design aesthetic. But he was a college dropout who later got forced out of one company (Apple) and couldn’t make a success of another (NeXT.) You could come up with lots of reasons why his resume was too erratic — too jagged — to make him a good bet. But to appreciate someone like that, you need to see why his strengths matter so much, and why his apparent flaws aren’t important.
You also write about “talent that whispers” — and why it’s sometimes undervalued. Give us an example and explain why we should notice this expression of ability.
Look at the amateur baseball draft, where some teams stop picking after 30 rounds because they assume all the good players have already been grabbed. Every year or two, a future All-Star sits unclaimed. Mike Piazza, the great catcher, was a 62nd round pick. Weird but true. Especially when you’re dealing with young, unproven people, some candidates show just a glimmer of promise. Their talent whispers. Don’t scoff at them. Look to open the door, just a crack, so that when long shots come of age, they’re more likely to be working for you than for the competition.
Let’s say a PinkBlog reader wants to be a “rare find” him or herself. What are some specific things he or she should be doing to stand out from the crowd?
Find the frontier. If you want to be extraordinary, restlessness is a virtue. It’s also a great traveling companion for resilience; if you can combine the two of them, your chances of finding society’s greatest opportunities in any particular decade are huge. Hang out with people just as driven and passionate as you. The great hotbeds of talent are self-sustaining because competitive internal friendships guide rapid progress. When in doubt, come back to autonomy, mastery and purpose. Those are keepers!
New bill proposes waiver of penalty for access to 401k funds to cure a deliquent mortgage
Bill Proposed to Allow Homeowners to Dip Into 401K for Mortgage Payments
Two Georgia lawmakers have proposed a bill to allow people to use a part of their 401K in order to help pay their mortgage, according to a recent article in the San Francisco Chronicle. This would be a withdrawal from a 401K retirement savings without penalty.
Currently, there is a 10% penalty for withdrawing from a 401K prematurely. In addition, that money would be taxed as any withdrawn early is considered income. This bill would allow homeowners to avoid these fees.
Sen. Johnny Isakson (R-Georgia) and Rep. Tom Graves (R-Georgia) have introduced this bill, called the Hardship Outlays to protect Mortgagee Equity (HOME) Act, in hopes that people who have saved for retirement can use that money to avoid foreclosure.
The bill would allow withdrawal of up to $50,000 or half of the 401K, whichever is smaller. The income tax would still apply, but there would be no 10% penalty. What do you think about this idea, and would you withdraw from retirement savings to help pay your mortgage if it was passed?
Foreclosures slow
Bay Area foreclosures slowed in September, down 7% from August and 10% from this time last year, according to an article in the Contra Costa Times. A report released Thursday by RealtyTrac revealed these numbers, though how long the decline will last is uncertain.
2,594 homeowners in the Bay Area were given a notice of default in September, the first step in the foreclosure process.
RealtyTrac does not include Santa Clara County in its definition of the Bay Area, however, and there was a slight increase in foreclosures in that county, as well as in San Mateo County, though that is included in the Bay Area defined by the company.
RealtyTrac CEO Daren Blomquist said that “in the next six months, it’s likely that default notices will be on a consistent upward rise in the Bay Area, once banks catch up with their backlog of current foreclosures and more people fall behind on their mortgages.”
Tuesday, October 11, 2011
Great article about Atm identiy theft http://money.msn.com/identity-theft/article.aspx?post=00000065-0000-0000-0724-1b0000000000
10 tips to save you from an ATM skimmer
As technology gets more advanced, so do the crooks who are trying to take advantage of it. And, in turn, us.
By Karen Datko on Wed, Jul 7, 2010 9:37 AM
Updated Oct. 4, 2011, 9:33 p.m. ET
The ATM has always been a prime piece of real estate for thieves. You're exposed, you're handling money, and you have your back to the world. But it's been a dangerous game for criminals to play, as they too are exposed and risk being caught, or being seen. These days, it's far better to use advances in technology to do the dirty work for them. The skimmer is the direct result of that.
A skimmer is usually composed of two sections. The first attaches to the card slot, usually covering it completely. The second is a camera, which can be very close to the card slot or some distance away, at the top of the ATM. The card reader records the electronic data from your ATM card, which the thief can use to make an exact copy of it. The camera is there to record your PIN.
Here are some tips I've collected from various news sources, both local and national (CNN, ABC, NBC, Fox), and sites including Lifehacker, The Consumerist, Boing Boing, eHow and Gothamist.
(What's even more disturbing is that when I typed in "ATM skimmers," Google tried to finish the sentence with "for sale," meaning an awful lot of people out there are trying to buy them. They're available for as little as $2,000, and I could buy one right now. Google also returned results on how to make an ATM skimmer, which I am not going to print here, obviously. But with the Internet giving thieves access to all the information they'd ever need from the comfort of home, you need to double the guard.)
The tips:
Trust your instincts. If anything -- anything at all -- looks out of place on an ATM, don't use it. If you see a wire poking out or the plastic on the card reader doesn't quite match, or there appears to be some unusual wear and tear around the card slot, walk away. It could be fine, but why take a risk?
Look for mirrors, leaflet holders or anything else around the ATM. The machine should be free from anything like that, so add-ons are another huge red flag. Crooks hide cameras behind these devices.
Guard your PIN carefully. As most skimmers require two pieces of information from you, the PIN is something you can at least stop them from getting. You may seem a little paranoid to anyone waiting in line behind you, but who cares? Just cover your actions by cupping one hand over the numbers as your other hand enters them. It's rudimentary, but it works.
Take advantage of the debit card cash-back feature. When you're running low on cash, and a grocery or convenience store will give you cash back if you pay for your purchase with a debit card, simply hit the amount of cash you need. The service is free, saving you an ATM fee, and it's safer.
Become a creature of habit and use the same ATM each time. This won't protect you from encountering a skimmer, but you're much more likely to notice something fishy if you are familiar with the machine.
Look for ATMs with video surveillance. These machines have extra security, and this additional level of protection deters thieves from installing skimming devices.
Beware of ATMs that are off the beaten track. The thief will have more opportunity to install a skimmer on a machine that's out of the way. If you can, use an ATM inside a bank branch; these are almost impossible to manipulate. The portable ATMs, like you find in gas stations, are also very easy to mess with. I stay away from them unless I have no alternatives.
Don't be afraid to poke and prod the ATM. If something looks odd, investigate. These skimming devices are designed to be removed easily and quickly. If the thief can take it off, so can you.
Never use an ATM if someone is offering to help you with it. That may seem really obvious, but thieves can dress as technicians or bank tellers, or pose as another customer. Imagine an old lady asking for help, maybe asking if she can see how you use the machine so that she knows what to do. Or a guy in a very official uniform telling you the machine has just been cleaned, inspected or refilled. These are all signs that you should walk away.
Finally, if you do suspect something, let the local branch, gas station or store know. It may be a false alarm, but you could prevent someone who isn’t as vigilant as you are from being ripped off.
Please, be careful, and if in doubt, walk away.
This post comes from Paul Michael at partner blog Wise Bread.
The ATM has always been a prime piece of real estate for thieves. You're exposed, you're handling money, and you have your back to the world. But it's been a dangerous game for criminals to play, as they too are exposed and risk being caught, or being seen. These days, it's far better to use advances in technology to do the dirty work for them. The skimmer is the direct result of that.
A skimmer is usually composed of two sections. The first attaches to the card slot, usually covering it completely. The second is a camera, which can be very close to the card slot or some distance away, at the top of the ATM. The card reader records the electronic data from your ATM card, which the thief can use to make an exact copy of it. The camera is there to record your PIN.
Here are photos of a typical skimming device. There are hundreds of varieties out there, made to match different machines. (The photos are courtesy of Brian Krebs. For more photos, check out two additional posts, here and here, from Krebs on Security.)
As you can see, they can be quite convincing. To be fair, some are fairly sketchy; others have been molded professionally and look very good. But they never look perfect (at least, not yet) and that's something you have on your side. But what you also need is some basic, honest-to-goodness suspicion. Remember, this is your money, and you should never take any ATM at face value.Here are some tips I've collected from various news sources, both local and national (CNN, ABC, NBC, Fox), and sites including Lifehacker, The Consumerist, Boing Boing, eHow and Gothamist.
(What's even more disturbing is that when I typed in "ATM skimmers," Google tried to finish the sentence with "for sale," meaning an awful lot of people out there are trying to buy them. They're available for as little as $2,000, and I could buy one right now. Google also returned results on how to make an ATM skimmer, which I am not going to print here, obviously. But with the Internet giving thieves access to all the information they'd ever need from the comfort of home, you need to double the guard.)
The tips:
Trust your instincts. If anything -- anything at all -- looks out of place on an ATM, don't use it. If you see a wire poking out or the plastic on the card reader doesn't quite match, or there appears to be some unusual wear and tear around the card slot, walk away. It could be fine, but why take a risk?
Look for mirrors, leaflet holders or anything else around the ATM. The machine should be free from anything like that, so add-ons are another huge red flag. Crooks hide cameras behind these devices.
Guard your PIN carefully. As most skimmers require two pieces of information from you, the PIN is something you can at least stop them from getting. You may seem a little paranoid to anyone waiting in line behind you, but who cares? Just cover your actions by cupping one hand over the numbers as your other hand enters them. It's rudimentary, but it works.
Take advantage of the debit card cash-back feature. When you're running low on cash, and a grocery or convenience store will give you cash back if you pay for your purchase with a debit card, simply hit the amount of cash you need. The service is free, saving you an ATM fee, and it's safer.
Become a creature of habit and use the same ATM each time. This won't protect you from encountering a skimmer, but you're much more likely to notice something fishy if you are familiar with the machine.
Look for ATMs with video surveillance. These machines have extra security, and this additional level of protection deters thieves from installing skimming devices.
Beware of ATMs that are off the beaten track. The thief will have more opportunity to install a skimmer on a machine that's out of the way. If you can, use an ATM inside a bank branch; these are almost impossible to manipulate. The portable ATMs, like you find in gas stations, are also very easy to mess with. I stay away from them unless I have no alternatives.
Don't be afraid to poke and prod the ATM. If something looks odd, investigate. These skimming devices are designed to be removed easily and quickly. If the thief can take it off, so can you.
Never use an ATM if someone is offering to help you with it. That may seem really obvious, but thieves can dress as technicians or bank tellers, or pose as another customer. Imagine an old lady asking for help, maybe asking if she can see how you use the machine so that she knows what to do. Or a guy in a very official uniform telling you the machine has just been cleaned, inspected or refilled. These are all signs that you should walk away.
Finally, if you do suspect something, let the local branch, gas station or store know. It may be a false alarm, but you could prevent someone who isn’t as vigilant as you are from being ripped off.
Snopes.com also has some great information on ATM skimmers. And Commonwealth Bank offers this .pdf file that describes many more skimmers and the ways to look out for them.
Please, be careful, and if in doubt, walk away.
Thursday, October 6, 2011
If you know a first time buyer share this with them!
Biggest First-Time Homebuyer Mistakes to Avoid
Looking for your first home can be an exciting experience, but it can easily get overwhelming. There are some mistakes that are pretty easy to make if you aren’t familiar with real estate.Looking Without Knowing Your Price Range
This is a waste of time for you and your real estate agent. It can give you the wrong idea of a realistic fit for your financial situation. The first thing you should do is sit down and figure out what you can afford. Once you’ve done that, your Realtor can show you houses that fit your price range.
Discounting a Great Home Because of Decor
Just because you can’t afford to replace the hideous wallpaper right now doesn’t mean you won’t be able to soon. Getting too picky over small details that can be changed could keep you from ending up in your dream home. Use your imagination and visualize what the house could be like after you’ve put your touch on it.
Shopping Without A Mortgage Pre-Approval
What you have determined you can afford and what banks are willing to lend might not be the same thing. If you go into contract on a home and can’t get the loan you need, you will have wasted a lot of people’s time and gotten your hopes up. Contact a mortgage professional in order to get qualified for a loan before you do any serious house-hunting.
John Miller of QBQ look what he says now!
Stand Behind Your Stuff
Never Forget Who Pays the Bills
I suggest that in good times and bad—but let’s be honest, especially during the bad—it’s imperative that we be outstanding.
Please enjoy a story that clearly defines what it means to be exceptional. It was sent to us by Church Saufley, a long time believer in QBQ! The Question Behind the Question.
————————
I recently purchased Select-Tech Dumbbells from Bowflex online. After using them for a couple of days, I realized I was going to need a better bench so I went back to their website to see what they had available. While there, I saw they were now offering a bench at no charge with the purchase of the dumbbells I’d bought. Oh, man, if I had just waited I could’ve had my bench for FREE!
Feeling like it was a long shot, I emailed them saying, “I just bought these dumbbells and I see you are now giving away benches—is there any possibility I can get that deal???”
I really expected nothing since I’d missed the promotion, but it made me feel better knowing that I had asked.
Much to my surprise, Amanda Ricketts at Nautilus, Inc. (they own Bowflex) sent me an email stating that she had reviewed my file, noted that I had been a good Bowflex customer over the years (I had also purchased a TreadClimber and the Bowflex Power Pro), and so the free bench was on its way—and no charge for shipping.
Wow!
I surely felt like a valued customer and told several people about my experience.
The story could end there on a note of outstanding customer service, but the best moment happened when the shipment arrived. What I received was a stand to put the dumbbells on—but not the bench. Needless to say, I was disappointed, but I thought, Oh well, I got it for free and I CAN use it, so maybe I should just let it go.
But I couldn’t resist emailing Amanda …
“Hi, Amanda. I know beggars can’t be choosers, but they shipped me the wrong item.”
I thought if I put the error on “they” and “them” then Amanda would save face if it was her mistake and she might be more apt to do something for me. A little sneaky, I admit!
Anyway, I expected some type of rationalization from her and no good result, but again I felt better that I had at least tried.
But evidently Amanda has been injected with the QBQ, because she not only fixed the problem by promising to send the bench, she took ownership for the mistake. Her response:
“Mr. Saufley, thank you for contacting Nautilus Customer Care. I checked your order and it seems I used the wrong part number when I ordered your shipment. I have placed another order for the bench. Please keep the stand we shipped and enjoy it. If you have further questions or concerns, please reply to this email or call us.”
She could’ve blamed the warehouse, the computer system, or me the “bad, bad customer” for asking for so much. But instead she practiced personal accountability and provided exceptional service. It was clearly QBQ! in action! Awfully rare in today’s world, but I must say it was appreciated.
I’ll be a Nautilus customer for life and now recommend them to everyone.
————————
Stand Behind Your Stuff
Never Forget Who Pays the Bills
These are two outstanding ideas that come to life when you and I practice ownership on the job. And how do we do that? By asking The Question Behind the Question (QBQ):
“What can I do today to exceed my customer’s expectations?”
Believe me, if there is a right time to be outstanding—it’s now.
Never Forget Who Pays the Bills
I suggest that in good times and bad—but let’s be honest, especially during the bad—it’s imperative that we be outstanding.
Please enjoy a story that clearly defines what it means to be exceptional. It was sent to us by Church Saufley, a long time believer in QBQ! The Question Behind the Question.
————————
I recently purchased Select-Tech Dumbbells from Bowflex online. After using them for a couple of days, I realized I was going to need a better bench so I went back to their website to see what they had available. While there, I saw they were now offering a bench at no charge with the purchase of the dumbbells I’d bought. Oh, man, if I had just waited I could’ve had my bench for FREE!
Feeling like it was a long shot, I emailed them saying, “I just bought these dumbbells and I see you are now giving away benches—is there any possibility I can get that deal???”
I really expected nothing since I’d missed the promotion, but it made me feel better knowing that I had asked.
Much to my surprise, Amanda Ricketts at Nautilus, Inc. (they own Bowflex) sent me an email stating that she had reviewed my file, noted that I had been a good Bowflex customer over the years (I had also purchased a TreadClimber and the Bowflex Power Pro), and so the free bench was on its way—and no charge for shipping.
Wow!
I surely felt like a valued customer and told several people about my experience.
The story could end there on a note of outstanding customer service, but the best moment happened when the shipment arrived. What I received was a stand to put the dumbbells on—but not the bench. Needless to say, I was disappointed, but I thought, Oh well, I got it for free and I CAN use it, so maybe I should just let it go.
But I couldn’t resist emailing Amanda …
“Hi, Amanda. I know beggars can’t be choosers, but they shipped me the wrong item.”
I thought if I put the error on “they” and “them” then Amanda would save face if it was her mistake and she might be more apt to do something for me. A little sneaky, I admit!
Anyway, I expected some type of rationalization from her and no good result, but again I felt better that I had at least tried.
But evidently Amanda has been injected with the QBQ, because she not only fixed the problem by promising to send the bench, she took ownership for the mistake. Her response:
“Mr. Saufley, thank you for contacting Nautilus Customer Care. I checked your order and it seems I used the wrong part number when I ordered your shipment. I have placed another order for the bench. Please keep the stand we shipped and enjoy it. If you have further questions or concerns, please reply to this email or call us.”
She could’ve blamed the warehouse, the computer system, or me the “bad, bad customer” for asking for so much. But instead she practiced personal accountability and provided exceptional service. It was clearly QBQ! in action! Awfully rare in today’s world, but I must say it was appreciated.
I’ll be a Nautilus customer for life and now recommend them to everyone.
————————
Stand Behind Your Stuff
Never Forget Who Pays the Bills
These are two outstanding ideas that come to life when you and I practice ownership on the job. And how do we do that? By asking The Question Behind the Question (QBQ):
“What can I do today to exceed my customer’s expectations?”
Believe me, if there is a right time to be outstanding—it’s now.
I have issues what does it mean? Kidding team we all have issues Coach Vicki explains
Confidence Coaching or Therapy?
“Everybody needs somebody sometime.” This song’s words are about love, but its sentiment is true, nonetheless. Whether you seek love or someone to coach you through a crisis of confidence, everybody does need somebody sometime. How should you determine which “somebody” is best for you? Use these tips to evaluate whether you need a therapist, or a confidence coach.
1. How severe is your need? Are you in anguish, phobic, having trouble sleeping, waking or functioning in life? Have others told you to see a doctor? Therapists are trained in clinical disorders including anxiety, depression, addiction and phobias. If this describes you, read no further, and call your nearest health professional for a therapist referral.
2. Are you functioning well, are basically happy, but have a sense that something’s “missing?” Do you have a goal you consistently are unable to achieve? Have you identified an area about yourself that you are ready, willing and able to take on? You are a candidate for life coaching!
The main difference between therapy and life- or confidence coaching is this fundamental difference: solving a real illness, or working in partnership to achieve a goal. With training in the medical profession, including psychiatry, therapists heal people with unresolved dysfunction. Working with patients, they uncover subconscious and deep-seated patterns and decisions, which compromise a happy, healthy future.
As a highly trained professional coach, I begin with knowing that My Kick Ass™ clients are already highly functioning. We may touch on those deep patterns and anxieties but the focus is always on moving forward. A life coach sees her clients as healthy and capable, but in a temporary setback or stuck place. She trusts her clients’ frame of mind to be sufficiently sound that they can look together to see what needs to happen.
In life coaching, the focus is on goals and actions, and uncovering what’s hindering you. Your vision crystallizes, and in determining what you need to do to create your ideal outcome, blocks that have stopped you become clear and manageable. What appeared as a “problem” becomes a “goal.”
As a coach, I’m a partner for clients to attain their goals, whether by providing simple structures or a bigger “kick.” My Kick Ass Coaching™ is all done with love, and designed for your best outcome.
Best better and next thank you Mark Sanbornhttp://www.marksanborn.com/blog/there-is-no-new-normal/
Best, Better, Next
Clients often ask me about best practices and what I tell them is that I don't really believe in best practices. Sure, the concept sounds worthwhile but it really needs a qualifier. It should refer to best practices
for now. For today's best practices will be second best next week and obsolete next month.
To really be engaged in best practices we need to continuously innovate. After all, if our competitors are always getting better, we must do the same, or even more. We can ask, "How can we do what everyone else is doing but better?" That's Better Practices. Or we can ask, "How can we change the game so that everyone's looking to us for 'best practices?'" That's Next Practices.
Consider the rapidly evolving home video market. For years, Blockbuster dominated the market with a model based on brick-and-mortar stores and per-use rental fees (including considerable late fees). Blockbuster was the model of best practices in that market for some time. However, at the height of Blockbuster's profitability, Reed Hastings and some fellow entrepreneurs launched Netflix.
Hastings was inspired to start the company after being charged a late fee for a video rental. Consumer dissatisfaction with late fees was high. Not surprisingly, Netflix's first pitch was "No Late Fees." Netflix also took advantage of an Internet ordering system that offered a wider selection, doorstep delivery, and a pay-one-price, all-you-can-eat fee structure. By the middle of the last decade, Blockbuster's practices were no longer "best." Netflix's were.
Netflix's rise was meteoric. They discovered next practices. They changed the game. Before long, Blockbuster had abolished late fees and offered Internet ordering. Despite the advantage of also having brick-and-mortar stores, it was too late. By 2010, Blockbuster filed for bankruptcy.
Netflix, on the other hand, continued to innovate. They added a streaming video service that attracted many new customers. Before long, streaming video became best practices in the home video market. Other major players like Apple and Amazon have become competitors. In fact, this month, Blockbuster, now owned by Dish Network, is being re-launched as an Internet video streaming service.
Also this month, Netflix has announced they will no longer offer DVDs ordered over the Internet and delivered by mail. What were hailed as Netflix's "best practices" just a few years ago are now obsolete. Netflix is spinning off its DVD business as a separate entity, Qwikster, in order to remain competitive in the future of streaming video. The new "best practices" in DVD rental are now the Redbox kiosks outside of storefronts across the country.
Netflix's move has earned mixed reviews, at best, but if it failed to act, it risked shackling a successful business (streaming video) to a dying one (DVD rental by mail), just as Blockbuster did a few years ago. Netflix will have to innovate even more if it hopes to survive in the long run, perhaps linking itself with content providers or hardware makers or both.
Whether Netflix's latest move works or not, the lesson of the home video market is that you must be able to deliver value and to anticipate what value is going to be in the future. You have to look at next practices. That will distinguish you from those who are simply focusing on "best" practices.
Up, Down, or Sideways: How to Succeed When Times are Good Bad or In Between. Click here http://www.marksanborn.com/up-down-or-sideways/ to download a free excerpt and to order.
Featured Blog: There is no "new normal." Blog at
Saturday, October 1, 2011
do you read the newspaper or news online?
Wednesday, September 7, 2011
Why I Stopped Reading the News
My definition of FEAR is: The misuse of one’s creative imagination. We all know what fear does to a person’s relationships, finances, and everyday quality of life. Why then, do I sense the national media has latched on to the very same definition, but are harnessing “the misuse of creative imagination” as a tool to increase viewership and readers?Here is but one example… Recently, a USA Today article headline proclaimed, “Kidnapping Dogs For Money Rises 49% This Year.” Soon, media all over the country (including ABC News) jumped on the story. One media outlet made this connection: “Dognapping! Economy To Blame For Rise In Stolen Dogs.”
Those of you who know me well are aware that, from time to time, I will embark upon an extended “news fast.” It is not unusual for me to avoid newspapers or television for a week or more at a time.
Why do I do this? Because I have found that the news usually makes me mad or scared. I am a husband, a writer, a parent…and trust me, I don’t do my best parenting (or anything else) when I am mad or scared.
So I choose blocks of time from the calendar and simply refuse to read, watch, or listen to the news.
Now you might say, “Wait! You are asking us to be ignorant!” Nooo… First of all, I am not asking you to do anything. I am telling you what I do. This is one of the ways I strive to manage my emotions. And besides, it has been my experience that if things get bad enough, people call from all over to tell me. So it seems like I don’t miss much.
Back to the dognapping…
Unfortunately, I was not “newsfasting” when this little nugget was placed front and center by the national media. And I will admit that it worried me. There I was, minding my own business in my seat on an airplane, when I saw the figure in the headline. 49%???
Suddenly, I was riveted by the article. As I read, my creative imagination (fear) held free reign in my mind. We have a dog. Good grief! 49%? What would the boys do if our dog were stolen? I need to call Polly and tell her to keep our dog out of the front yard. I probably shouldn’t put pictures of our dog on Facebook or Twitter ever again. What else do we need to do to protect our dog? And what about our friends’ dogs? Oh no! They love their dogs as much as I do mine! I need to spread the word…
Then something else caught my eye. “For the first seven months of 2011…” the article read, “about 224 dogs were snatched, compared with 150 during the same period last year.” The article went on to say that during 2010 (during ALL of 2010) there were 255 dogs stolen from their owners.
Waaait a minute, I thought. 255 dogs? Total? Out of how many dogs in America?
So I checked. According to the Humane Society’s website, there are 78.2 million owned dogs in the United States. At this point, I’m trying to do the math in my head. What part of 78.2 million is 255?
I got out my trusty, rarely used calculator. A few pecks later, I arrived at this number: .000326
.000326%? Do you mean, I said to myself, that I got all worked up because there is a .000326% chance that my dog would be stolen? Then I got mad. (See? I told you reading the news made me mad!) Instantly, I saw how one news organization had chosen to arrive at the 49% number and the rest of the media—radio, newspapers, television—just piled on until we were all in a panic about our precious dogs.
I determined then (again) that I was going to be careful about discerning the truth from what was broadcasted to the masses. In the future, I would endeavor to take everything proclaimed by the media with several grains of salt.
But maybe you’re smarter than me… Maybe you didn’t read the newspaper at all.
Thanks John Maxwell http://www.johnmaxwell.com/products-resources/leadership-on-demand/articles/attracting-others-to-your-vision/
Relevant and Timeless Articles
For leadership growth.
Attracting Others To Your Vision
How do you convince people to buy into your vision for the future? That’s the question every leader must figure out how to answer if he or she hopes to have significant influence. Unfortunately, many well-intentioned leaders fail to find support for their vision because they start off on the wrong foot.Communicate the Vision
Some leaders try to share their vision as if they were giving a classroom lecture. They present facts and figures that draw attention to a need, and they marshal statistics in support of their intended solution. Certainly, conducting research regarding a vision has merit. However, a purely informational approach does not effectively draw people to a vision.
Clarify the Vision
In an attempt to get others to sign on to the vision, some leaders play the role of a painter. They do not barrage people with information, but rather invite them to look at a picture. By giving shape to the vision, by making it colorful and distinct, they hope to give people a clear understanding of where they’re headed. While clarity is essential to visionary leadership, a stunning picture, by itself, won’t rally people around a vision.
Convince Others of the Vision’s Importance
If information and clarification don’t do the trick, perhaps persuasion is the missing element in recruiting others to sign up in support of a vision. Leaders who endorse this train of thought may take on the role of motivational speakers. They talk about the vision passionately and persuasively, attempting to inspire people to act. An emotional appeal may win a few converts, but this approach ultimately fails to gather sustained momentum behind a vision.
Connect to People on a Personal Level
Each of the strategies previously mentioned has merit in attracting people to a vision, but none is the proper place to start. Before making informational, conceptual, or emotional appeals, leaders ought to focus on relational development. As Abraham Lincoln once said, “If you would win a man to your cause, first convince him that you are his sincere friend.” People buy into the leader, then the vision.
When considering whether to follow a leader, people ask three main questions:
Does she care for me?
Can she help me?
Can I trust her?
Leaders, then, must touch a heart before they ask for a hand. They must value people, and add value to them, before expecting anything in return. Finally, leaders must align their words and deeds, displaying consistency over time, before they can earn the authority to be followed.
By themselves, relationships don’t magically turn into results. Leaders still must present an informed, clear, and compelling vision in order to influence others to act. However, relationships always pave the way for a vision to catch on and take flight.
How does your school score
New API Scores Out For California Schools
The 2011 scores for California schools’ Academic Performance Index, also known as the API, were recently released.
They are very important as school’s scores can influence the value of nearby homes, especially in competitive Bay Area neighborhoods. In Santa Clara County, for example, these scores have a huge impact on home values.
“In our county it is particularly important because we have this huge variance,” said local Realtor Larry Miller. “On one side of the street, it’s one school, and a different school on the other side. That can mean a $150,000 difference in home price.”
The API scores can be found on the state’s website here. Some schools have gone up in their score, and some down, which affects a home’s values.
loans above $625,500 have changed as of today read more
New Jumbo Mortgage Rules’ Effect on Expensive Areas
On Saturday October 1, the size of jumbo mortgage loans available to Fannie Mae and Freddie Mac will get smaller, changing the mortgage landscape.
According to a recent Yahoo! Finance article, this will have a greater effect on expensive zip codes, like many in the Bay Area and peninsula.
“In expensive housing markets where prices have fallen, the limits will drop the most,” reported Yahoo! Finance.
While the new lower limit of $625,500 — down from today’s $729,750 — is likely enough to cover a house in many places in the country, that is not the case everywhere.
To read more about these new limits and what they mean for expensive zip codes, read the full article here.
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