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!
Happy New Year!
New Year’s Day happens to be one of my favorite holidays. For one I have amazing memories of parties at my Memere and Pepere’s house. As you may have heard me say, my Dad’s parents had 14 children and EVERYONE came back to their house for New Year’s Day! Their fairly small house in Fall River, Massachusetts was jam-packed with people, food and fun. My cousins and I would typically take the stairwell so we could gossip as teenagers do, as every other room in the house was filled with adults and younger kids. At one point my grandfather would call everyone into the kitchen, where we packed in like sardines to hear him say the blessing. He would hold the youngest Bouchard in his arms, and the oldest living sibling (my Aunt Bea, until she passed) would stand by his side. We would stand and sweat through the blessing and, while we were relieved to finally say AMEN, and go back to the other parts of the house, we also felt the significance of that tradition. It was a beautiful way to begin a new year!
I also love it because it feels like a new start – full of hope and possibilities! You can often find me, during the beginning of the year, at a coffee or tea house with my trusty journal thinking and planning. At Red-Carpet Learning Systems, we have our own traditions for ending one year and beginning a new one! It involves being grateful for all we’ve accomplished in the year prior (more on that next week- I’ve got a great idea for you!!) and planning for the year ahead. In fact, we’ve got some big plans for 2019 and I will share some of them with you below!
Before I do though, let me offer you some questions to ponder as you go into the new year.
Perhaps you could gather your team together and reflect on these questions yourselves.
- What did we accomplish last year? What are we most proud of?
- What goals are we still working on?
- What are our top 3-5 measurable goals in the new year? (Customer Service, Employee Retention and Engagement, Sales??)
- If we are in the exact same place at the end of the year in terms of those goals, how will we feel?
- What will we do differently this year to make sure we move those needles in a positive direction? (Actions to take, support to get, knowledge to obtain, etc.)
As for Team Red Carpet, we came up with 10 BIG Scale Projects to help us make a bigger impact in 2019. Let me share some of them with you below:
Our Message and Our Mission: For a long while, my team and I have known that our message goes well beyond “customer service.” Through the work we’ve done with our customers, we see a ripple effect of kindness, caring, fuller engagement, taking ownership, and making the world a better place one interaction at a time. In a world where caring is sometimes seen as a weakness, we want to have a part in changing that paradigm and using the workplace to regenerate enthusiasm for kindness. We just don’t know how to fully articulate it yet. That’s where we hope you’ll help us. We will be asking you to join in the conversation here on the blog, on Facebook and on our other social platforms. Stay tuned!
A New Book On the Way: I’m currently on the research phase of my new book, which will be all about internal customer service and the employee experience. My agent should be shopping it in Quarter 2 of this year and we hope to have an announcement after that. In the meantime, if you know of a company that is killing it in terms of the employee experience and they have provable results (retention, engagement, etc.) please let me know! I want to talk to them!!
Our First Annual Leadership/Culture Conference: Our 3rd Train-the-Trainer program is sold out – but we’ve added a conference to the front end and there are still seats available! If your goals include creating a culture of engaged employees and service excellence in the new year and beyond, then Western North Carolina is where you want to be this April 8&9, 2019.
Donna’s Speaking Tour: We want to get the word out about the work we’re doing in a much bigger way, so I’ve committed to speaking at 10 times the number of associations that I did last year! WOWza! If you belong to an association that uses speakers, send them my way and we’ll see if together we are a fit. You can share the speaking page of our website here.
Beta-Testing Our Do-It-Yourself-with-Help Program: We want to be able to help more people with our proven process for increasing employee engagement, and improving the customer experience. To that end, we’re beta-testing a new way of virtually delivering our services. There is still time (as of January 2019) to get into the beta-test at special pricing. Learn more and register here today.
TEDx Talk: Stay tuned for news about this one! We don’t have it all figured out yet, but getting me on the TED or TEDx stage is part of the plan for the coming year!
Strengthen Our Offerings: Every year we look at how we make our offerings and the experience better for our customers. This year we brought on a new project director (more news on Julie soon!) to help us go even deeper and we’re excited to make the experience we provide for our customers even more valuable and seamless! If you want to learn more about how we can help you do the same, schedule a no-commitment call with us by emailing STARS@RedCarpetLearning.com.
We have other goals related to media, strategic partnerships and the number of people we want to impact through our work. What about you? What are your goals going into the new year? Comment below and let us know what you’re working on. What are you excited about? What’s driving you in 2019?
As always, we’re excited to be included on your journey! Thank you for being a subscriber, reading our blog, and working with us in the past, present, and future! We hope to see you soon – and from my team to yours, we wish you all the best in the new year!
Donna Cutting, CSP is the Founder and CEO of Red-Carpet Learning Systems, Inc. She and her team help organizations engage their teams to deliver red carpet customer experiences. Donna is the author of two books (and soon to write a third) on the topic, including 501 Ways to Roll Out the Red Carpet for Your Customers. Follow her on Instagram at redcarpetdonna.