Front Line Marketing

Sparks Fly!
"Your spark can make a connection and that can change everything." 
In This Issue
Great Expectations
What Is Good For You Is Good For Me
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Welcome Service Professionals;
At Front Line Marketing we believe that connections are the key to profits.
In fact, however you choose to define your success, either professionally or personally, attaining it will depend in large part on how well you interact and connect with others.
The better we understand ourselves and others and preferred styles of communication, the more consistent we will be at exceeding expectations and maintaining a positive environment at work and home.
In this issue we're going to look closer at just what exceeding expectations is and how we can all do it more consciously and with more consistency.

Great Expectations

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Recently I found myself in a situation where I was exceeding expectations.  In fact I was doing so well that I even gave myself a silent, "atta boy". The scenario was a visit from a relative and I handled everything; transportation, housing, entertainment, special meals and even some "surprise extras" to put it over the top.
I failed on every account.


This isn't brought up as a pity party, but as a reminder to all of us that exceeding expectations starts with understanding basic needs first. Now I realize that many of you reading this are silently saying, "Duh, that is obvious".  But I promote that my snafu was not so unlike the way you communicate at times as well. Obviously I had the best of intentions, as do you when talking with clients, friends and family. And like you, I listened and took their wants and needs into account. 


Herein lies the crux of the problem. I didn't listen. And unfortunately traveling merrily down a path of service that doesn't meet others needs, adds to communication confusion.  Not only are you not receiving the accolades or business you are expecting, you may be met with communication silence or even hostility. And even worse, you don't know why.


When "listening" do you ever find yourself jumping in before the other person is finished talking, silently judging what they are saying, thinking about what you are going to say next and determining what they "want", before the conversation is finished?


The good news is that all of these poor communication habits are just that, habits not addictions.


And because 95% of our reactions are habits, they can be changed and replaced with better, more useful habits. In fact, your success depends on those habits you choose to develop.


Several studies of successful people in various walks of life and professions show that anyone can be successful if they employ deliberate practice. Let me say that again.  Anyone can be successful by incorporating deliberate practice. Deliberate practice involves a specific behavior targeted at achieving a specific goal and then practicing that action until the goal is attained consistently.


According to employee surveys, the number one trait admired in leaders is the ability to listen.  Sadly, it is also expressed as the trait most lacking in leaders. Listening shows involvement, interest and respect. And regardless of your titled position; CSR, front line or line crew, production manager, market coach, GM, sales manager or CEO, we all have a leadership role to play.


Commit to learning how to listen, Incorporate deliberate practice and you will not only connect with others needs and wants, you will be able to confidently offer service that is fun, creative and on target. Others you interact with will be exceedingly happy and loyal. You in turn will reap benefits - all you desire.


I'll end this article with the following thought and urge you to post it where you can reflect on its meaning in your business, on your team and in your life.


"Unconscious communication causes pain."

What Is Good For You Is Good For Me
Dr. David Hawkins, a noted (and respected) physicist wrote a book entitled, Power vs Force. In it he proposed that we live in an interconnected universe. He went further, saying that every improvement we make in our private lives, improves the world at large for everyone.  He backed up these statements with 29 years of research.
If you will agree with me that each of us is made up of energy, then maybe you will also believe that each of us vibrates at a different level. Dr. Hawkins went further to postulate that we can actually be put into energy groups of similar energy levels.  For the purpose of this communication call them low, medium and high. Higher levels of energy strengthen us, lower levels weaken.  At the higher levels are love, kindness, compassion and empathy.  At the lower levels reside anger, fear, guilt and hatred. DANGER: It is at these lower energy levels that we lose our connections both to ourselves and each other.
In coaching seminars I like to make a point of saying that the number one trait unconsciously admired in others is energy.
Being made up of energy, we are attracted to others that have it. We want to plug into a high energy source.  But we don't just feed on it, we give it back.  Concerts, sporting events and movies are examples of events that give us a great feeling and we want more of it.
So this week, before you make the first call, greet the first customer or say hello to your team, get your energy up - they'll love you for it and give it right back.

girl smiling

"It is my personal approach that creates the climate.  It is my daily mood that makes the weather." Haim Ginott
"He who smiles rather than rages is always the stronger."

"If you want others to be happy, practice compassion. If you want to be happy, practice compassion." Dalai Lama

Bruce Cameron
Front Line Marketing
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