THE CONFIDENCE CENTER NEWS

Easy Ways to Raise Employee Morale

And Build Personal Confidence

July 16, 2001 - ISSUE#59

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WORDS OF WISDOM

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WORD OF THE WEEK

*** SIGNIFICANCE ***

WORD OF THE WEEK ACTIVITY

*** You are living a life of significance when what you do impacts others in a positive way. It isn't necessary to be rich or famous. If you have impacted one person, then it will impact others just like the ripples in a lake when you throw in one pebble. Do something of significance today. ***

QUESTION OF THE WEEK

*** What's working for you this week? ***

QUESTION OF THE WEEK ACTIVITY

*** Most people focus on what they didn't accomplish during the week. That wastes enormous energy on negative thinking. You'll keep moving forward when you look at what is working. So, at the end of each week write down the things that worked in your success journal. You will not only feel more successful, you will also be more motivated to complete your goals.

QUOTE OF THE WEEK

*** "A closed mouth does not get fed" Roszelda Swan ***

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RAISING RAISING MORALE

Combine Customer Service With Employee Morale

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Here's a great idea from America Airlines for combining employee morale with customer service. American Airlines just mailed all their AAdvantage frequent flier customers "You're Someone Special" cards which they can award to employees who give exceptional customer service. Included with these cards were the following instructions:

"When you experience exceptional customer service by any one of our employees, please take the time to present one of these, "You're Someone special" cards. You may even award an employee you do not meet in person, for example - a reservations agent. Just complete and mail the card to the address noted. Not only will the employees you award with the cards receive your recognition of superior performance, but American Airlines will also reward them."

Think about how you can adapt this idea to your own company.

Mail each customer three or four small wallet size cards that will be easy for them to carry and have handy when they encounter good customer service. Name your card something like, "You're a Great Employee," "Thank You For Caring," or "You're a Winner" so that your company won't be using the same name as American Airlines.

On the card have lines for the following information:

Employee name
Employee #
City (if your company is a national one)

Customer's Name
Customer's account #
Customer Comments for Employee (At least two lines.)

At the bottom print, "Cards do not expire." It's amazing how long people keep things. You may be receiving these cards for years.

When employees either receive cards directly from customers or when they get mailed in, post them on a bulletin board for all to see. At your monthly staff meeting reward employees who received the cards.

* More great morale boosting ideas in the

FIRE UP YOUR STAFF ON A SHOESTRING BUDGET manual

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BUILDING CONFIDENCE

UP, UP, AND AWAY

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Confidence is built by doing something you haven't done before, especially if it arouses fear. Your fears take you from being comfortable to being uncomfortable. However, when you have done the fearful thing, your comfort zone will have been expanded. Afterwards, when encountering other frightening things, you will be able to say, "I did that, so I can also do this new thing I want to do." I had such an experience a couple of weeks ago.

We were attending a hot air balloon festival. It was an incredible sight with about forty hot air balloons taking off from one large field. We watched as the colorful balloons filled with air and then lifted up into the sky. I thought to myself, "This looks like fun. I would love to go up in a balloon if I didn't have a fear of heights." Little did I know that soon I would have an opportunity to challenge that fear.

After watching the balloons for an hour we heard an announcement, "Free tethered hot air balloon rides." Well, "free" sounded good, and with my fear of heights, "tethered" sounded even better, so as I stood in line waiting my turn, I watched carefully as others took their rides. The tethered balloon went up about 50 feet, about as high as a five story building, and then slowly descended. I thought, "I can do this. I can handle this short ride."

With mixed trepidation and excitement I gathered my courage and got into the small basket - there was only room for three passengers and the pilot. The balloon started rising. Amazingly, I wasn't frightened. As with most things, the fear was more of the anticipation of the ride. I even surprised myself by having fun. The tethered ride was a good first step toward going on a real hot air balloon ride sometime in the future.

You, too, can take a hot air balloon ride. Look in the yellow pages under, Balloons - Hot Air, for companies with FAA certified pilots. Find out where and when they fly and go and observe them taking off. Also ask about balloon festivals in your area. They take place all over the country, and the world for that matter. Your confidence will rise as you lift up, up, and away into the sky.

*** From the Secrets of Self confidence workshop.

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(c) Copyright 2002 Harriet Meyerson/The Confidence Center. All rights reserved.