Tag: speaking engagement

When experiencing a problem the worst thing you can do is nothing.

I was in Orlando last month for a keynote speaking engagement. My talk was at 8 am at the hotel I was staying at near Disney Springs. My flight back to Milwaukee didn’t leave until mid-afternoon. So after my hour-long talk was finished, I had a few hours to pick up some souvenir Vitamin D before I left for the airport.

Once my talk was over, I giddily made my way to the beautiful palm tree-ringed hotel pool. A hotel pool in Orlando should be a nice quiet place to enjoy some outdoor work in December. And it was. Until it wasn’t.

Shortly after I arrived at the pool, I settled into a chair at a poolside table. I opened my laptop. And immediately an alarm began blaring directly behind me. I owled my neck to see where the obnoxious noise was coming from. I spotted an anxious-looking 40-something couple standing next to the hot tub. They clearly looked panicked by the noise. But they took no action.

I looked at the couple as if to say, WOW, THAT’S A REALLY LOUD ALARM. My all-caps look had no effect. They just stood there and did nothing as the entire pool deck was suddenly bathed in more alarm blare than Florida sunshine. While I had packed my sunscreen, I had forgotten my earplugs. And now deafness felt like more of a threat to my well-being than skin damage.

A little detective work told me that the couple tried to turn on the jets of the hot tub time machine. But not being intimately familiar with all the words in the English language, (the dude’s Speedo exposed their Europeanness) they hit the hot tub emergency shut-off alarm instead.

So I got up from my poolside chair, turned, and marched to the hot tub. Right next to the panicky, but non-acting couple, I spotted the white wooden post that held the timer switch and the emergency shut-off alarm plunger button. I reached down and disengaged the recently plunged alarm switch. The noise immediately stopped. As if someone had mentioned E.F. Hutton.

I turned the dial that activated the hot tub jets. I smiled at Mr. Speedo and his wife and had a brief my-work-here-is-done moment. I returned to my chair, my laptop, and the enjoyable sounds of Florida. I sat and worked by the sunny and quiet pool for the next 2 hours until it was time to Uber to the airport for my flight home to MKE.

Key takeaway

When you are experiencing a problem, do something about it. Take action. Make a call. Move something. Ask for help. You have to take charge of the problem, or the problem will not go away. The worst thing you can do is do nothing. Even a wrong move or a seemingly ineffective action is valuable because, through the process of elimination, it gets you closer to an effective solution.

*If you know someone who could benefit from this message, please share it with them.

+For more of the best life lessons I have learned check out my book, What Does Your Fortune Cookie Say? from Ripples Media.

What kind of reputation are you building?

Earlier this month I was in Orlando for a speaking engagement. I was invited to talk to an organization about branding and customer experience. The two are inextricably linked. Like flotsam and jetsam, dilly and dally, or Tony Orlando and Dawn.

Because we were in Orlando, and nearly everyone flew in for the meeting, I used airlines to illustrate an important point about customer experience. I said that every employee who works for an airline has the ability to impact the customer experience. And like blood types, the impact could be either positive or negative.

Then I asked the audience if they could name an airline that offers a bad customer experience. Immediately, a chorus of brand names was shouted out from across the large hotel conference room. Clearly, there were a lot of people in the room who had negative customer experiences while flying.

However, this wasn’t a condemnation of the airline industry. Because everyone in the room who spoke up shouted the same name. This specific airline was called out as the airline with the bad customer experience. Like The Ohio State University.

In the minds of these customers, this airline brand was synonymous with bad customer experience. And by the number of witnesses who testified against them, the airline in question had clearly earned that brand reputation over and over and over again.

The important reminder.

Every interaction you have contributes to the brand reputation of the organization you represent. This is true whether you are the CEO, a front-line worker, the newest employee, or a volunteer. You are creating the brand and the customer experience through the experience you offer to those with whom you interact.

You also have a personal brand. Your brand is one of your greatest assets or your greatest liabilities. And while Joan Jett doesn’t give a damn ’bout her reputation, you should. And you should remember that it is created by each interaction you have with other people.

Key Takeaway

You earn your brand reputation every day. Consider the experience you are offering those you interact with. A positive experience enhances both your personal brand and the brand of the company or organization you represent. It is true when you are reliable, helpful, funny and kind. And it is true when you are unreliable, unresponsive, and rude. So choose to be great to others. You’ll earn the best reputation you could ever want.

*If you know someone who could benefit from this message, please share it with them.

+For more of the best life lessons I have learned check out my book, What Does Your Fortune Cookie Say? from Ripples Media.