Customer Service

I have been travelling since Thursday. Had a great training day in Maryborough on Friday then travelled to Rockhampton yesterday, Saturday.

I have been working with different government workers. In a meeting yesterday a lady told me I have no contact with customers because I work in the payroll department.

Using the concept from John C. Maxwell's book the "360 Degree Leader" I asked them questions using an idea of the "360 Degree Customer Service"

You take a piece of paper and in the centre of the paper you write your name.

You than write the name of each person you have contact with at work in a circle on the outer edges of the paper.

You now draw a line from you name to each person.

Then along each line you put a comment on how you can server this person as a customer of yours.

You now have a visual picture on how customer service can change you work. So many people have the idea that “Customer Service” is just the clients who come and pay you money for your product or service. If you treat every person in your life as a customer than you will be adding value to so many people and your life will become exciting and valuable.

Can you or will you

Listening to Minute with Maxwell, a 1 minute DVD by John Maxwell. John was speaking about WILLING. "Can he or can she" is all about the ability to do something and "will he or will she" is about all about attitudde.
I have experience this a lot with people who are enrolled in our courses. The do have the skills to study or collect a profile but they are unwilling to go throught the process. They always have an excuse to explain why they have not done something. But neve do the say to me, "I was unwilling to go through the process." They get offended when I ask why they were unwilling to proved their evidence.
I also see this unwillingness in the churches in the Mackay Area. So much is spoken about be the different member on caring for people but their actions of excluding people from their inner circle and friendship groups show an unwillingness to embrace people into our social life and connect with them.
If we igonre so many people, all the praying we do will not bring people into our inner circle.
Next time you are having an outing invite those extra people who make you unconfortable, you may just add some value to them.
Over the last 5 years has been interesting for me. My oldest daughter almot died, but we had no support from the church we were attending, while she was in hospital not one "church leader" visited her or contact my wife or me to see if they could help us. Last November I had a stroke, I had one vist fron one church leader but no other contact to see if we need help.
Is it any wonder that our churches are see poor attendance. In Mackay the church I attend, I have invited many people to visit with us on Sunday to church. The most common reply is that church, I have been there but most people do not talk to you there.
As I travel I have visited many churches and in most times we have been warmly welcomed and I have noticed that these churches are growing because they are connecting with people.
The two questions for you is "Can you do this? Then ask "Am I willing to do this?"
How can YOU add value to someone?
Are you willing to ADD VALUE to someone today?

It is yours

The past is yours, learn from it.
The present is yours, fulfil it.
The future is yours, preserve it.
The knowledge is yours, use it.
Cancer is yours, cure it.
Racism is yours, end it.
Injustice is yours, correct it.
Sickness is yours, heal it.
Ignorance is yours, banish it.
War is yours, stop it.
Hope is yours, affirm it.
Australia is yours, save it.
The world is yours, serve it.
The environment is yours, cleanse it
Truth is yours, know it.
The dream is yours, claim it.
Don’t be blinded by prejudice, disheartened by the times, or discouraged by the system.
Face the system, challenge it change it confront it correct it.
Don’t let anything paralyse your mind
Tie your hands or defeat your spirit.
Take the world not to dominate it but to deliver it
Not to exploit it but to enrich it
Take your dreams and inherit the earth.

Which Sermon do you listen to.

A church will normally present 5 sermons each Sunday to the people.

1. The first Sermon I encounter is when I arrive at the car park.
2. The second Sermon is when I walk inside the Church Building.
3. The third Sermon is preached from the pulpit by the Pastor / Minister
4. The fourth is the way the people respond to each other after the service.
5. The fifth is during the week with the contact from the people who connect with their community.

A great example of the 5 sermons being presented well is at Calvary Church in Townsville North Queensland, Australia.

When we arrive at the Church we receive an enthusiastic welcome from the car park attendance and a very warm welcome from many of the people who have parked their cars and heading into the church.

The second sermon is presented when we enter the church building to have a number of people greet us and make us very welcome.

The third sermon is delivered by a Pastor who communicates very well, which is normally inspiring.

The fourth sermons is delivered with great connection. John Maxwell wrote a book "Many Communicate but few connect". Calvary Church sure knows how to connect.

The fifth sermon is a process this church does well. During the week they connect with personal contact, with social media such as facebook and other social contacts.

So often I have attended churches that are not doing Sermons 1, 2, 4 & 5 very well and then wonder why people are not connecting to what the Pastor / Minister has preached in their message.

How well does your church present their 5 sermons? Measure how you can improve your participation in sermons 1, 2, 4 & 5?

Jesus said "Come follow me."

In 1982, I made the decision to accept Jesus Christ as my Lord and Saviour. At the time I did not realise that accepting Christ would divide me from my family in such a harsh and divisive way. I have left behind a harsh cruel heritage. Some talk of the father’s love. I have a father in heaven who has been so loving and good to me. My earthly father died last week and I have never heard him say he loves me or called me “son”. My dad is being buried today at 11am. It is a strange feeling because for more than 30 years I have not known this man. When I did have the opportunity to share the message of Jesus Christ being Lord and Saviour. I received abuse and a comment. “I am an Anglican Minister, and I do a lot of good work. I do not need Jesus, he need me.”

I pray for my relatives, may they get to know Jesus Christ as Lord and Saviour.

Relatives v Relationships

Relatives are people who have a link in kinship. Kinship is a relationship between any entities that share a genealogical origin, through biological, cultural, or historical descent. And descent groups, lineages, etc. are treated in their own subsections.

In anthropology the kinship system includes people related both by descent and marriage, while usage in biology includes descent and mating. Human kinship relations through marriage are commonly called "affinity" in contrast to "descent" (also called "consanguinity"), although the two may overlap in marriages among those of common descent. Family relations as sociocultural genealogy lead back to god.

Kinship is one of the most basic principles for organising individuals into social groups, roles, categories, and genealogy. Family relations can be represented concretely (mother, brother, grandfather) or abstractly after degrees of relationship. A relationship may have relative purchase (e.g., father is one regarding a child), or reflect an absolute link.

 
Relationships – (Extracted from Relationship 101 by John Maxwell)
Relationships are made up of Respect, Shared Experience, Trust, and Reciprocity & Mutual Enjoyment.
Respect
When it comes to relationships, everything begins with respect, with the desire to place value on other people. The thing about respect is that you should show it to others, even before they have done anything to warrant it, simply because they are human beings.
Shared Experience
Respect can lay a foundation for a good relationship, but it alone is not enough. You cannot be relational with someone you do not know. It requires shared experiences over time.
Trust
When you respect people and you spend enough time with them to develop shared experiences, you are in a position to develop trust. Trust is essential to all good relationships.
Reciprocity
One-sided personal relationships do not last. If one person is always the giver and the other is always the receiver, then the relationship will eventually disintegrate. The same is true of all relationships. Show others you care about them.
Mutual Enjoyment
When relationships grow and start to get solid, the people involved begin to enjoy each other. Just being together can turn even unpleasant tasks into positive experiences.

When I look at my relationships I have chosen people who do not work on a one-sided giving and are interested in developing shared experiences. Over the years I have developed a very close relationship with my son, Tim. He works with us in our company, we often go and have dinner out together, every week we either practice our golf at the driving range or have a game of golf. It has been incredible who have built trust and shared experiences. The similar relationship is with our daughter, Veronica who moved to Townsville. We speak many times each week and spend time together when Alexis and I visit Townsville. Being friends in relationship has become more important the just being related.

This week I received a phone call telling me that my father had died. We were related but did not have a relationship. During his whole time my father was alive he never once told me he loved me. I have prayed for my dad for years, but never once saw him respond to accepting that Jesus Christ was the only way to heaven. My last contact with my dad was at my mum's funeral. When I told dad how well our business and life was going. His response was, "Well remember, you will probally fail at some point, be ready for the fall."

I am very grateful to the relationship I have with my older 2 children. They have a strong relationship and trust with me. This has taken a lot of effort and sometimes forgiveness from both sides to build the relationships. I am so glad that I can be a dad with enjoyable experiences with Tim and Veronica. I will always be praying that my other 2 children one day may change their life and build relationships with us.

Modus operandi

Modus operandi is a Latin phrase, approximately translated as "mode of operating". The term is used to describe someone's habits or manner of working, their method of operating or functioning. - Wilkiedia

As you journey through life, do you work on yourself? Do you have a conscious awareness of who you really are?

Your life impact is 99% about you. 1% about the systems or curriculum. How much time and effort do you spend on you? Or are you comfortable with where you are?

Do you come over to people as the real deal. Do people know who is going to show up. It it you or the person you want to show up.

When was the last time that you focused on you and refocused on your Moduc Operandi or do you just accept who you are?

Genuine change come from within you otherwise and change will only be short until you revert back to your old habits.

When did you work on developing your conscious and unconscious mind?

Your Modus Operandi can be great and expose a great you.

Go forward and go upward.

Check out my John Maxwell Team page

Integrity

I am sitting at home, after an interesting time today. Been to the dentist today to have a very painful back tooth fixed. The dentist have to drill out the tooth, deaden some nerves and then fill the tooth. It was one of those day where I was not UP but GETTING UP. At times like this I often get to thinking.

I have been reading the book "Aspire" by Kevin Hall. I am reading the chapter about Integrity.

Integrity means whole and complete. When we are a person of integrity we are a person who keep their "whole" word not just part of it. Do we keep 100% of our words, 100% of the time. Or do we say we meant well but then give an excuse or explanation.

Do we need a contract to bind / commit us to something or is our word our bond.

The word comes from old Italy, where sculptors would stamp the words "sine cera" which meant built without wax to cover the flaws. Do we have "sine cera" stamped on our life. Are we "sincere" 100% of the time with 100% of the people we have contact with.

This is not an easy task to be a person of integrity who is sincere.

As I walk through this life, I can see why the Bible tells me not to be quick to give my word. I have learnt only to give my word to someone or something hen I have thought it through and am committed to be able to honour my word, once I have given it.

May we all reflect and be people of integrity. People today need to know who they can trust.

Can you say I am a person of INTEGRITY.

Coach

Coach is something, or someone, who carries a valued person from where they are to where they want to be.
Over the years I have trainer many people in different qualifications. It is easy to train a person who wants to go on the journey, they add value to them self and to you as the proceed through the qualification.
John Maxwell says the education takes easy things and complicates them, while leadership takes complicated things and makes the easy to understand.
I have found over the years that when you value people (even those who do not value you or them self), you start them on a journey of learning (adding value). It is their choice if the want a long journey or short trip.
We see our training business (and now the John Maxwell Team coaching) as a bus. Many people will get on and off our bus. We will always add value and work on connecting with them to have a fruitful journey.
Every person who contacts us is a valued person. When the phone rings, I often think, "Hey, another valued person, contacting us." Regardless of what the call is about I then can enjoy communicating with that person. No phone call is an interruption, because how can it be an interruption, when a VALUABLE person is calling me.

Humility

"To keep a lamp burning we have to keep putting oil in it." Mother Teresa.
Humility is about being teachable and coachable.
"Humility implies a continual commitment to learning and growing and expanding. It is living life in crescendo, with shoulders back and heads up as we reach and stretch to become our very best, then extend ourselves to help others do the same. And then, we start again!" - Aspire - Kevin Hall.
I have experienced that my greatest time of learning is when I assist others to learn. Often I go to the golf course and play with my son, Tim. As we hit golf balls, we relax and start learning from each other. Our father - son relationship grows stronger. I often have a bad day on the golf course but come away stronger because we have added oil to the "lamp" of our relationship. Some people look for strenghtening their relationships but do not spend time together. Without the time taken to be together and sometimes enjoy, other times endurs each other. Both adds the oil to our "Lamp".
God has added richness to my father - son relationship because we have taken the time to add oil to our lamp.

The power of words

I have started reading the book "Aspire" by Kevin Hall. The Forward by Stephen Covey is inspirational on its own.
I have read two words that has made me reflect on my journey with the John Maxwell Team. "Ollin" This describes a powerful event, like an earthquake or great storm that shakes the earth. It conveys intense and immediate movement. Ollin means to move or act now with all your heart.
The second word I have learnt is Genshai (pronounced GEN-shy) meaning that you should never treat another person in a manner that would make them feel small.
When you beat up upon yourself you are making yourself feel small. I think of the bible verse Isaiah 55: 8 & 9 “My thoughts are nothing like your thoughts,” says the Lord. “And my ways are far beyond anything you could imagine. For just as the heavens are higher than the earth, so my ways are higher than your ways and my thoughts higher than your thoughts.
God never thinks small thoughts of us or treats us as small.
I love the people in the John Maxwell Team, everyone is so encouraging and uplifting of everyone.
Why don't you get Ollin and Genshai everyone.

Why me?

When I stop and think about how God has blessed me so richly, I wounder "Why me".
This is something for God to know and for me to accept.
Even though I strongly value education and learning, this is not what I find please me the most.
I love playing Golf after being away from the game for so long, this is not what I find please me the most.
I have friends and family who do much for me, I greatly appreciate this, but this is not what I find please me the most.

I have family, friends and clients who come, chat and just enjoy being together. This is what I appreciate the most, just touching the heart of people and sharing life.
Too many people are always busy but not touching people by just caring. Do not tell someone that you care for them or love them. Just be pat of their life and touch a heart today.
I know that God smiles when we touch someones heart.
When I ask "Why me". Maybe it is that God love us to touch a heart.

Relationships

Time is like oxygen - there's a minimum amount that's necessary for survival. And it takes quantity as well as quality to develop warm and caring relationships" - Armand Nicholi (From Today Matters by John Maxwell.)

I love living in Mackay, Queensland Australia. A lovely city that has a lot of beauty as well as problems. I choose to look at the beauty of our city. As I was driving to work today, I have to dodge a number of nasty pot holes. It got me thinking about relationships in my family. On the road when we come across a pothole we go around it and continue on the journey to reach the destination we have chosen.

The road with my son Tim has been a great journey so far. Some great cruising on life, some big and small potholes. A mixture of love and hate. But an enjoyable journey, nether the less. Yesterday we enjoyed a great time hitting golf balls together, them to come home and have Tim cook a great spaghetti dish. Plenty of banter on him not being as good a cook as his dad. (Do not tell Tim, but I do enjoy his cooking).

We also enjoyed having some great discussions about the material I have been learning from John Maxwell, Scott Fay and Paul Martinelli. We also discussed the Minute with Maxwell.

Nearly every day Tim and I hit a pothole in our relationship. Sometimes we mend the pothole, some times we dodge the pothole and other times with take separate detours. But most importantly we and making the journey together. It is great to have such a wonderful son, friend and employee. We really are doing life together. My friend (& son) and I. It has only been because of the quantity of time we spend together that we have been able to have quality time together. God sure has been good to me giving me Tim.

Today Matters

I have been reading John Maxwell's book "Today Matters".
12 questions to ask about today.

1. Is your attitude a plus or a minus today?
2. Are your priorities keeping you focused today?
3. Is your health enabling you to succeed today?
4. Does your family situation provide support today?
5. Is your thinking mature and productive today?
6. Have your commitments been kept today?
7. Have your financial decisions been solid toady?
8. Has your faith been active today?
9. Are your relationships being strengthened today?
10. Has your generosity added value to others today?
11. Are your values giving you direction today?
12. Is your growth making you better today?

Today I have looked at my weekly activities. Improved part of our training facilities. Had Golf Practice with my son, Tim. Helped a nuber of client. made contact with some business friends who are excited to hear about the John Maxwell Team coaching.

Over all today has been an improvement for me. Reflecting on each of these questions give a challenge. I can say that I have done some of these points but not all of them every day. Today does matter and I have some work to do. Looking forward the journey of improovement.
I highly recommend that you read the book by John C. Maxwell, "Today Matters". this can help to change your life.

What do I know

Last night I was listening to Doctor Ben Carson interview. "The more I know, the more I realise how much I do not know." He said that he learnt that it was the people who read a lot of books became the richest in mind and wealth. If he works with someone who has stopped reading, he stops trusting them.
I was reading an article on organisations that grow in good and bad ways. The difference is the organisation that grows in a positive structure only promotes people who have a good record of completing the tasks put before them.
Often people in community organisations are promoted to positions because of who they know and not on what they achieve. It is imperative to promote people who connect with people not just control people. Does your community organisation promote on results of achievement and their ability to connect with people.
John Maxwell speaks of selecting people who touch the heart of the people before you can use the hand of the people. Have you connected all the people in your organisation or are you trying to control them. Why not go out and touch their heart.

Mother's tears

It's been a long day. I walk into our home to find my wife in tears. I used to ask what is wrong. The reply would often be. Nothing, I have been talking to one of our children, and am so happy.

Only a mother would understand that when a mother cries, she may be hurting, rejoicing, praying, mad at the kids, missing the kids, glad to be with the kids. (Even though our 4 children are now adults, for my wife they are still her kids.)

Alexis (my wife) has had a great mother's day, we have prayed for our astray children, laughed with the two who are close to us. Her love for all them is still strong and she still cries over each of them. I have a lovely wife and mother. She is incredible.

Why did I stumble

When you are walking or running through this life, what do you do when you suddenly stumble?

Some people look at their parents for the reason they stumbled. Were they too demanding, not supportive enough or did they just not care as parents. Were the children mistreated?

Was it the schools and the teachers who did not teach them correctly? Were they penalised because the teacher did not like them. some people look at the government and employers.

Was the government too controlling or not supportive of their talents? Was the employer playing favourites and favoured other people.

Was it their friends who lead them astray, and was the peer pressure too much. Or was it technology and society that moulded them in the wrong things?

Maybe it was the church people who did wrong by them or demanded things from them which made them stumble.

Or MAYBE instead of LOOKING around at who to blame, YOU could LOOK down to check that your shoe laces are not undone. Just maybe it is your own attitude and actions which caused you to stumble.

When you stumble why not check to see if, "What you sow you reap". Was the stumble caused by something you said or did. the best thing I have ever done is to invite Jesus Christ into my life. i now have the hope and confidence in God. Even when I make a wrong decision, I have an advocate (Jesus) to approach God, who will pick me up when I take responsibility for me.
(If my Shoe Laces are undone, I will retie them). Keep walking for God.

Busy or Productive

When I ask people how has their week been, I often get a reply, "Busy". My reply is normally then to ask, "Good, but has it been productive."
This is normally followed by a stare or puzzled look. Have you ever stopped and thought if you are busy should you pause and focus on what you "busy" is. Often when I ask people if they have a plan for what they are doing so when they have action it is focused on being productive.
If you find that you are on the treadmill of life and that you are tired of being "busy".
Why pause, get off the "treadmill" of life. Get focused on the "journey" of life.
Having a plan and focus is incredible how productive you can be when you are on a life journey instead of being busy.
Who sets your schedule? You or other people.
Join the many productive people who have paused and become productive.

Paul Matinelli quote

If you don't have time to do it right, when will you have time to do it over? from Paul Matinelli