The Simple Secret to Likeability

“If the world were run perfectly, perhaps you would be promoted, advanced, and rewarded on the basis of sheer ability. But the world doesn’t work that way or even close to that way. When your superiors look for someone to promote, they look for someone they know and like. So go out and make yourself likable. That’s just how the winning players play the game.” 

-Ben Stein

When you hear the word likability, it may conjure up negative terms like “people-pleaser,” “fake,” and “superficial.” But in reality, likability plays a crucial role in career success.

Think about it:

• If you are a presenter and the audience doesn’t like you, they won’t care what you have to say.
• If you own a business and you aren’t welcoming to customers, they will go somewhere else.
• If you are interviewing for a position and you are not engaging, they will choose someone else.

A lot has been written about likability, and most of it is helpful. But I think it all boils down to this: if you want someone to like you, like them. Period. Done. End of story. We like those who like us. 

We will not have warm feelings towards everyone we meet, but being kind is a choice. This is not being fake, its being professional.

Likability plays a big part in success. It may not be fair, it may not be just, but you would be naive to think it is not true.

3 Ways to Wow Your Next Customer

“There are no traffic jams along the extra mile.” – Roger Staubach

I routinely bring my training handouts to Staples for binding. For the last several years, the 3 people who worked there had given me great service. As I walked in this week I noticed someone new behind the counter. I was initially disappointed because I had grown familiar with the previous crew.

My encounter with Amber changed my mindset in short order. She did 3 simple things that all of us should do when interacting with customers.

1. Create a Great First Impression.

Within the first 20 seconds I found Amber to be enthusiastic, personal and eager to serve.

First impressions are like wet cement, you only have a small window of opportunity to make an impression, once it is made, good or bad, it often stays.

2. Exceed Expectations.

As I was bringing my materials in to be bound, I noticed that one of the cover sheets was crooked. When I picked them up Amber had taken the initiative to replace the crooked cover with a straightened one. She had copied a new one herself. She told me it was no charge.

Our customer service experiences are usually pretty ordinary. Most of the time our expectations are met. Very few times are our expectations exceeded.

3. Make it Personal

The address of my website is on the cover sheet of my training materials. Amber noticed the website and visited it. When I came to pick up the materials, she complemented me on the look and feel of the website. She also made a small cardboard sign which included my name, tag line and a quote for my website. She said she thought I could use it for advertising. (Again no charge.)

The goal of any company should be customer loyalty not customer satisfaction. This is done by making an emotional connection with the customer. Amber did just that.

Do you have any doubt where I am going the next time I need work done with my training materials?

What Signal Are You Sending?

A few years ago I was reviewing the results of a 360 degree assessment with a colleague. She was very diligent and regularly put in a lot of hours at work. Therefore, she was very puzzled when some colleagues gave her feedback which indicated that she lacked energy and often appeared fatigued.

She asked me for my observation. I told her that I had consistently witnessed her saying “I’m tired” when asked how she was doing. It hit her like a ton of bricks. She immediately said, “Oh my god! You are right.” She was sabotaging herself.

Are you sending the wrong signals? Everything you do and say sends a message.

• When you share something that is supposed to be confidential, you are sending a signal that you can’t be trusted.
• When you regularly complain openly about your boss, you are sending a signal that you are a victim not a leader.
• When you are unnecessarily critical of others, you are sending a signal that you are insecure by making others look small so you can look big.

What signals are you sending? Make sure they are the ones you intend to send.

3 Ways to Make Your Presentations More Compelling

Most presentations are dull and unmemorable. How many times in your life have you actually wished that a presentation would go longer? Generally, we leave presentations wishing the speaker would have stopped sooner. This is why delivering a well-crafted presentation is an important skill in the marketplace. It can leave a powerful impact on the audience and set you apart as a communicator. 

Here are three way to make any presentation more compelling:

1. Create a Tension. 

Everyone listening to you is dialed in to the same radio station, WII-FM (“What’s In It For Me”). Before jumping into your content, set up your presentation well. Give the audience a reason to listen. Tell them WHY. Even if the subject is boring, there is a reason you are sharing the information, and this should be related to the audience.

2. Simplify. 

If you sharing an abstract concept, give an example. If you are explaining something complex, use an analogy. Great communicators are simplifiers. In addition, if you must use lists or bullet points in your presentation, keep them brief and reveal them one at a time. This is one of the most common mistakes I see. Most presenters reveal all of their bullet points at once. While the presenter is speaking to the first point, the audience is reading the whole list. The audience cannot read and listen at the same time. So when using lists or bullet points, reveal your first point, speak to it, and then reveal the next point, speak to that point, rinse and repeat.

3. Finish Strong. 

“Does anyone have any questions?” is not exactly a strong finish. If you want to answer questions, do so before your conclusion. Do not end with a whimper but on a high note. Paint a picture of a brighter future for your audience based on what you talked about. Challenge them to apply what they learned. Tie a nice bow on your package. Leave the audience wanting more.

The ability to communicate well will lift your career. The ability to inspire will make it soar.

Resilience: 3 Ways to Bounce Back Strong From Adversity

Resilience: the ability to bounce back from setbacks, adapt well to change, and keep going in the face of adversity, toughness. 

On Tuesday, December 1, 2015, I tweeted the following:

Life is 10% what happens to you and 90% how you respond to what happens to you. Decide today to make the best of any situation. Good or bad.

Less than 24 hours later, I was notified by my employer of almost 30 years that my position had been eliminated due to financial difficulties.

It was time to practice what I preach.

Here are three practices that are helping me effectively overcome this setback:

1. Reflect selectively. 

There are lessons to be learned in everything. One thing I learned from my situation is that there are very few sure things in life. I do not advocate continually asking why a situation happened, but I recommend that when facing adversity in the future, ask yourself: what can I learn from this? 

2. Focus on the future. 

It is easy to be resentful and bitter about what life brings. It is far more constructive to channel that energy and emotion into positive action. The past cannot be changed. 

Some good questions to ask:

What would a wise person do in this situation?
What is a constructive next step?
What new opportunities does this present?
How can I turn this negative into a positive?

3. Maintain a healthy perspective. 

Trials and difficulties are a normal part of life. If handled well, adversity can make us stronger. Hardships have a way of growing, maturing, and strengthening us. rom a spiritual perspective, I believe that God is ultimately in control, and I find peace in Romans 8:28:

“And we know that in all things God works for the good of those who love him.”

Remember, how you respond to adversity is your choice. You can let it build you up or bring you down.

As for me, I am excited about my future and the possibilities that lie ahead. In the words of the classic Chicago song, I’m ‘Feelin’ Stronger Every Day.’

3 Reasons To Knock Out Your Workout Early

Over the past several years I have experimented with going to the gym at different times of the day. I always gravitate back to working out first thing in the morning.

Although all of us have different schedules and internal clocks, here are three advantages to working out early in the morning.

1. It gives you an early win. 

How you begin the day sets the tone for the remainder of the day. A strong start increases the prospect for a strong day. Working out early increases your likelihood to eat healthier. It also boosts your concentration and energy levels.

2. It mentally frees you from deciding whether to work out or not. 

Once the day gets started it easy for your mind to debate about whether or not to workout at all that day. Many people start out with good intentions but later in the day something often comes up. It’s easy to find reasons to skip the workout. In addition, research indicates that your willpower diminishes during the course of the day.

3. It’s practical. 

When you workout early in the morning, the traffic is usually better, the gym is less crowded and you need to take only one shower.

Keep in mind your body is the vehicle which enables you to work well, enjoy relationships and live a strong life.