Ice Chip #45

Thank you for your support of Ice Chips

It has been an amazing year of growth for Remember the Ice and the Ice Chips.  You, the readers and subscribers have humbled me with your interest and enthusiasm for empowering word choice. :-D !!

The idea of sharing these snippets of insight on getting rid of the “(k)notty words” has become a movement of sorts.  I have the privilege of connecting with people from around the world while discussing a subject I am passionate about; and am moved by the response.

Along the way, in March,  I got to have a wake up call in the form of a cardiac incident.  Then a month later I found myself on a dream trip sojourning through 11 countries in Europe over a 45 day period.  I heard from several of you how much you enjoyed the photographs of my trip. The pleasure was mine to be able to bring them to you.

Public presentations, book signings, coaching programs, keynote talks and proofing the articulation of website content filled many of my days, and I am grateful for that.

Most of all, I am grateful for the significant impact Remember the Ice has on so many people who have been kind enough to share their story with me.  Their growth is what continues to drive me to want to share this message.

So, if a moment is measured in a second; here is an empowering thought.

As we come to the bow tying part of gift wrapping 2009 and her 31,536,000 moments, here is to toasting each one of them with Respectful Elegance and the knowledge of great things to come in the future for all of us.

You are a blessing and a gift,

Wishing you and yours a most Empowering New Year,

Bob

PS:  There is some exciting news from Remember the Ice in the New Year.  Watch for your next Ice Chip!

December 29, 2009 | Filed Under Ice Chips, RTI | Leave a Comment 

Ice Chip #44

‘Tis the season for Respectful Elegance

So what is this concept of Respectful Elegance?

“The concept centers on respect, obviously, and reminds us to remain dignified, gracious and respectful in all aspects of our communication—including comments, observations, opinions, statements, questions and responses.  It is a mode of behavior and a demonstration of the elegance of thoughtful word choice.” (Excerpt from Chapter 4, Remember the Ice and Other Paradigm Shifts, by yours truly.)

Respectful Elegance encompasses and embodies treating others as they would like to be treated.

I have been seeing several examples of Respectful Elegance and giving unconditionally this holiday season, and I smile wide.

Steve is a self-described computer geek and, prior to his reading Remember the Ice and participating in a 10 week corporate coaching program on the book, was one who “would rather spend his time taking the computer apart and putting it back together; than conversing with someone.  He is quite knowledgeable in his field as a computer tech, and Karl, his boss, wanted Steve to spruce up his communication skills, especially since he would be interacting more with clients.

Karl was encouraged at the progress Steve made as he matriculated his way through the Remember the Ice program, and shared a great example of his raising the bar on Respectful Elegance.

Stephanie, a new customer, brought her laptop by their office for an evaluation.  It only took a few minutes for Steve to diagnose several issues, and suggested she get a new one as it was in pretty bad shape.  She kind of knew this was a high probability and after seeing the mini Dell computer, she knew she just had to have one.  That was the one.

Steve said that would be fine and told her he could order it for her.  Unfortunately, Stephanie was heading out of town in a couple of days, before the “mini” would arrive.

Alas, this is where Steve raised the bar.  He noticed her disappointment, and excused himself for a moment to speak with Karl.

“She would really like to have “the mini” with her while traveling.  We have our company model available right now.  How about we let her have this one while she is out of town, order the new one, and swap them upon her return?”

Karl was very impressed with Steve’s initiative and sensitivity toward Stephanie.   He truly treated her with Respectful Elegance and allowed her to have a “mini” on her trip.

This simple gesture was a significant stride for Steve, and it was noticed by all parties involved.  Stephanie was ecstatic about the computer, knowing she could travel with it; Karl was impressed with his initiative; and Steve smiled, knowing he did the Next Right Thing.  It was a win-win-win experience.

More than the thoughtful words that were spoken, it was his noticing the pending disappointment; AND responding to it with a pro-active, respectfully elegant response.

That made all the difference.

So take a moment to make all the difference for your customer, your friend, family member, loved one or brand new acquaintance.

Do it Respectfully and Elegantly.

Blessings to all during this holiday season,

Bob


P.S.  The pool table made it and the games have begun!


December 22, 2009 | Filed Under Ice Chips, RTI | Leave a Comment 

Ice Chip #43

Remember to Follow Through

A couple of weeks ago, Ice Chip #41 focused on “Whose job is it anyway?”  The message commented on being accountable and delivering exceptional care to your valued client.  We each have the gift of accountability and the ability to deliver the goods.

Speaking of delivering the goods let me share a story I just heard about earlier this week.

So with the recent renovations to their basement, Mark and Mary had decided to bring a pool table into the mix.  They agreed that since this part of the house was being transformed into a “man cave”; a pool table was an appropriate addition to the décor.

They shopped and made their selection a few weeks ago, determined a delivery date with the company, and waited anxiously for the day.  The accessories had already been purchased.  All they needed was the beautiful table of felt covered slate to enjoy their games of pool.

When it came time to deliver the goods, the well known major department store added some outside help with deliveries, because they were so busy.

Okay, that is understandable this time of year, and Mark and Mary were ready for the delivery at the appointed time.  Well, the outside company that was bringing the table called to say they would only be able to leave it on the front lawn.

Are you kidding me???  On the front lawn??? In Anchorage???  In December???

With ice and snow covering the yard???

Where was the follow through?  How in the world can a company’s employee think this is a satisfactory solution to the simple situation of delivering the goods?

There were several calls with the major store, money was refunded on the delivery, and a second attempt was made to set up a new delivery.  Again, there was an outside  service utilized.  Guess what happened?

You got it.

“We can only deliver it to the front lawn.”

(YIKES!!)

My friends Mark and Mary are very easy going folks, and just expected to have delivery of their major purchase come all the way into their newly renovated area.

(A reasonable expectation in my book.)

Well, here is what happened…..

They cancelled their original purchase, and made other arrangements for a pool table from another store, that promised to deliver the goods all the way into the newly renovated room!  (And saved money on the purchase including delivery!)

The original store missed out on a sizable purchase, missed out on a repeat customer, and there is no telling how many other potential customers they might miss out on once they hear M/M’s story.  Hmmmmm, so much easier to Follow Through and do what you know would be the next right thing.

The delivery is set for later this week.  (I will keep you posted.)

Okay.  You might be wondering what this incident has to do with empowering word choice and the concepts of Remember the Ice.  In chapter 4 of Remember the Ice and Other Paradigm Shifts, the focus is on Respectful Elegance; treating ourselves and others with respect.  Following through by doing the next right thing embodies this concept.

So as you matriculate your way through these task-filled days, especially at this busy time of year:  Remember to Follow Through.  Your reputation is depending on it.

Wishing you a joy-filled holiday season,

Empowering regards,

Bob

December 15, 2009 | Filed Under Ice Chips, RTI | Leave a Comment 

Ice Chip #42

Mid December Resolution

As we near the close of 2009 and the newness of 2010, we approach that annual ritual we might call:  “Resolutions are us”.  We rally our fortitude and commit once again to accomplish that goal.

How many times has that goal been to lose weight?

And how many times have we “found” the weight after we drift from our initial commitment?

Here is a subtle key to keeping on track, and keeping the weight off.

What if your goal is to release weight instead?

Hmmm.   Release instead of lose?  Okay.

For this example of empowering word choice, I went to dictionary.com and found the following:

Lose:  to fail to keep, preserve, or maintain.

Release: to free from confinement, bondage, obligation, pain.

Think about it.

When you lose something, there is a tendency to want to find it.  Or retrieve it.  In the instance of “the gravitational pull we have”, we would like to shift the amount by releasing weight. So instead of focusing on losing weight to only find it later, release it and say hello to a new you!

Consider the possibilities when you search for empowering word choice.  You have access to so many ways to convey your message—especially your personal self-talk.  Releasing weight is about freeing yourself of the confinement, bondage, obligation and pain, and giving yourself a new space to occupy.

Personally, I have released 11 pounds on a great program called Medi-Fast over the last 14 days.  I am motivated and excited about pursuing my goal and am pleased to have my coaches Mike and Karyn Harrison assisting me.  Thank you!

Oh, one other comment on the vast array of gastronomic delights that will be available for consumption during this  holiday season.

Moderation.

Enjoy your holiday season, and best wishes to all of you,

Empowering regards,

Bob

December 7, 2009 | Filed Under Ice Chips, RTI | Leave a Comment 

Ice Chip #41

So who’s job it anyway?

I don’t know.

What a common, short, overused response to a simple question.

This week’s Ice Chip focuses on a recent experience a friend of mine had with a real estate purchase.  The focus is on both accountability and the deliverance of exceptional service to your valued client.

In the process of purchasing a home, the buyers found themselves constantly “doing work” they thought was the responsibility of their Realtor.  This was a disconcerting situation at best.  When talking with them about the transaction, what started out as an exciting event, turned a bit sour and almost failed to happen.  I was curious how it would end up and focused on the lack of “exceptional care for a valued client” that unfortunately was the prevailing experience.

As the closing neared, a request was made for a meeting with the Realtor, by the buyer, to discuss the moving out of the tenant occupying the property.  The request was denied, and punctuated with a simple phrase:  “That’s not going to happen.  It’s not my job.”

Wow.

I had to stop for a moment and wonder, just what was the Realtor’s job?

For that matter, whenever you are in the process of, or the position of, providing exceptional service to your valued client; would you really stop to ask yourself if it is “my job”?  My hope is that you would happily step forward and assist the transaction to its completion, and deliver the “goods” to your valued client,with exceptional care.

Sidebar.

I contacted a Realtor friend of mine and posed the following scenario and question:  “I would like a house with a three car garage on the third level with a spiral driveway.  Can you help me find this?”

She paused, smiled, and said, “Of course.  I would be happy to assist you in your search.  Perhaps we might consider that garage on the first level.  Would that be acceptable?  (Nodded  my head, yes.)  Great, let’s start to search for your new home.”

Even with my ridiculous request, there was a genuine response of accountability and a desire to help me find my new home.

Each one of us has the gift of accountability to give.  When we do so; with it wrapped in Respectful Elegance and and delivered with Rapport, the results are quite fulfilling for all concerned.

Give it a go.

By the way, whose job is it anyway?  I know.  It is mine to follow through on.

Have an empowering week of word choice,

Happy Holidays,

Bob


December 1, 2009 | Filed Under Ice Chips, RTI | Leave a Comment 

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