Archive for June, 2012

Josh is the nephew of a friend of mine. Yesterday was Josh’s 30th birthday, almost 10 yrs since his disappearance. His family has not forgotten him and not a day goes by that he is not mentioned and we share a somber moment. Someone has information, has answers. Several classmates were never questioned. Their lives haven’t been interrupted but I hope they remember. I pray they’ll finally believe it’s time to come forward with anything they know about Josh’s disappearance, Josh’s life interrupted.

AMW | Missing Persons | Joshua Guimond | Case.

I’ve often wondered how much large companies budget for customer satisfaction handlers. You know, the people who respond when customers complain. Of course, those same people would also respond if you were to send a compliment to the company, but I doubt the company spends any time training them how to do that. Oh, but wouldn’t such a thing make their day?

We’re quick to complain when someone does something wrong, something that displeases us, something that does not meet our expectations. And maybe that last is the crux of it. We expect products to be as advertised. We expect people we work with to look professional and do their jobs. So why don’t we acknowledge companies and people who exceed our expectations rather than only speaking up when they fall short?

Exhale. Look around. Find something that pleases or amuses you. It could be the receptionist who looks professional instead of punk today. Or the Hugh Laurie music playing while you wait in line at Starbucks. Anything. And the day is already a little bit better.

Now, take 5 seconds to tell the receptionist she looks nice. It is NOT harassment to compliment her. She probably agonized for 2 hours getting ready for work, hoping her new appearance would be noticed. And when she smiles, you’ll feel better.

If you’re the boss, acknowledge extra effort from everyone. Let them know they’re appreciated. It’s worth more than a raise in pay.

Dash off an e-mail to a company whose product exceeds your expectations. It won’t take but a minute. It will feel awkward, maybe even goofy, but somewhere out there, your message will be read and a stranger will smile. I’ll bet you’ll be smiling, too.

Ah, we’ve probably all uttered those famous last words. At the Manchester City Games, the people responsible for setting up the hurdles might have said them. They were wrong. Setting up nine sets of hurdles instead of ten led to embarrassment, frustration, and disappointment.

Jessica Ennis won the race. Her time of 12.75 seconds was a personal best. Then an astute runner in the audience counted the hurdles… Event organizers issued profound apologies but, well, it’s not like they could request a do-over. What if another runner won? Jessica Ennis wouldn’t be any happier. I suppose the other runners could request a do-over, but since they were competing against one another and all jumped the same number of hurdles and ran the same distance, Ennis earned her 1st place finish.

With London hosting the Olympics next month, perhaps it is a good thing that this happened. Well, not for Manchester or Jessica Ennis or her competitors, but for the Olympics. Nothing eliminates complacency and encourages diligence like a really bad mistake.

While a job well done isn’t always noticed (those hurdle guys don’t get a lot of appreciation if they do it right), a mistake can be your undoing. Pay attention to the details! No matter what you do, it’s more important than you think.