Note: This is originally published in our newsletter “The Red Carpet Way.” If you would like to receive our newsletter, fill out the box to the right of most pages on this website and receive our free report to boot!
“The most important thing you can do in your business at this stage is…THINK.”
I’m writing this from my Airbnb in Stamford, Connecticut where I come quarterly to do just that: Think about Red-Carpet Learning Systems. Six months ago I jumped into a coaching program to help us learn to serve our customers better, serve more customers and move me into more of a CEO role while my extraordinary team members continue to work the red carpet magic and spread the message of #theRedCarpetWay. Those were the words my coach said this morning. “The most important thing you can do in your business at this stage is THINK.”
So, I’m here. Thinking. So deeply, in fact, that it’s 8:30pm and I’m considering heading to bed right after I write this little update! It’s exhausting and it’s good! Because sometimes we spend so much time working in the day-to-day of our businesses or departments, that we don’t take the time to reflect and do the very things that will help move us forward.
December (how did it get here so fast??) has arrived. It’s a great time to wrap up loose ends, and wrap presents! It’s a wonderful time for forgetting your diet and enjoying the holiday goodies that keep showing up in the office! For some of you it’s time for Secret Santa parties and for others, it’s time to light the Menorah. It’s a fabulous time for vacation and, soon, new year resolutions.
It’s also the perfect time to REFLECT. (Which is, of course, another word for think. See what I did there?)
Undoubtedly, you began the year with a list of goals and priorities. Perhaps some of them had to do with employee retention or engagement, and rolling out the red carpet for your customers. Now is the perfect time, in the midst of all the festivities, to reflect on how you did.
Start with the celebrations! Since joining this program, each morning I start my day by making a list of all the things I am grateful for as well as all the things I accomplished the day before. It’s been such a blessing to start the day with a positive focus, rather than with anxiety about the work left to be done.
What if you gathered your team members together and came up with a big list of all that you’ve accomplished together in the past year? I’ll bet the energy in the room would be high and you’d be celebrating together the difference that you’ve made – as a company, a department or a team!
Later, you might sit alone or with a few trusted members of your team and ask yourselves the following questions:
- If we could wave a magic wand and change 3 things going into 2019, what would they be?
- If we were to meet again on this date in 2019, what would need to happen over the course of the next 12 months for you to feel happy with your progress?
- What’s currently getting in the way of you achieving this?
- On the other hand, what do you have going for you?
- What mindset shifts need to occur in order for you to reach those goals next year?
- What support and/or resources will you need to achieve those goals in 2019?
- How will achieving those goals make a difference in your company? For your customers? For your team members? In your personal life?
I encourage you to take some time this month to reflect on those questions above. Sit, think and write down your answers. Once you the clarity that taking time to reflect can give you, it will give you a running start going into the new year.
If any of those goals include anything related to the employee experience and/or the customer experience, feel free to reach out to us and set up a time to talk. We’d love to review the answers to those questions, if there is a way we can help you with them, we’ll share that too. We work with people in a variety of different ways to help you engage your teams to deliver service excellence! You can simply email us at STARS@RedCarpetLearning.com and ask for an appointment. I promise – no strong-arm tactics, no obligation – just a conversation with a red carpet friend.
We’ve got a LOT coming up in the new year including news about a new book, new programs, and of course our Leadership and Culture Conference!! (Have you registered yet??) Stay tuned because we’ll be sharing all when the time is right.
As I write this, many of you are celebrating Hanukkah and I wish you all a wonderful celebration of the Festival of Lights! As we enter the holiday season, know that everyone on Team Red Carpet wishes you a joy-filled month full of family, friends, and love!
Donna Cutting, CSP is the Founder & CEO of Red-Carpet Learning Systems, and the author of two books on red carpet customer service, with a third on the way! If you’d like to talk with Donna about how we can help you engage, mobilize and inspire your team to raise the bar on the customer experience, you can reach her at STARS@RedCarpetLearning.com.