Hello     

On a recent train ride heading to a client meeting, I took note of the guy sitting in the same row as me but opposite side of the aisle: Mid-20's , spikey and gelled 'just-out-of bed' hair, black Ray Ban style glasses, black t-shirt, jeans rolled up at the ankle, black converse sneakers (chuck taylor's) with no socks. Got the visual?

Turns out that he was an Audio-Visual Production Manager, which became evident once he started up a phone conversation with a client. From the start of the discussion, it was clear that he had primary responsibility for handling the event on behalf of his company. I could tell the guy knew his stuff but it was his engaging and highly energetic confidence that drew me in to listen more intently to what he was saying.

Here's a few quotes from that conversation (yes, I took notes):    

'I am so lucky to have you as my customer!'
'You are going to look TOTALLY Fly!"

'Are you as excited as me?'

'You have no idea how important you are to me!''

'I am sooo stoked!...Are you feeling the love?
'This is all about you - I'm just the co-pilot along for the ride. '

'I can and absolutely WANT to help you with that.'

'Anything I can do to make your life easier?'
'You are A.....MAZE.....ING!'

'Thank you so much....this has been awesome! I can't wait to talk with you again. '

When the call ended, I had to fight the urge to either start applauding or light a cigarette. It was like, in the most professional sense of the word, this guy absolutely made love to his client...right there on the Amtrak Acela Train 196.

It would be easy to dismiss the broad coaching applicability of this story by citing the guy's youth or the less formal nature of the audio-visual industry. But, I think that would be short sighted. This guy is connected to a deeply personal passion that is impossible not to witness.  I felt enriched for having been an interloper and catching his energy if only peripherally... I can only image what his clients must feel.   

I want that....and I want to convey that.

Ask yourself these two questions using the name of one of your most important stakeholders (client, boss, spouse, child):      

1. When was the last time I made (FILL IN NAME) feel 'totally FLY'?
2. How would (FILL IN NAME) answer me if I asked 'do you have any idea how important you are to me?'.

If you're not sure of the answers, give (FILL IN NAME) a call and feel free to use any of the quotes above as conversation starters.  

email: mmalinchok@verizon.net 

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