A Little Ripple Goes a Long Way

When was the last time you recognized or complimented a coworker, good friend or even a complete stranger for something, anything? You know unexpected recognition, praise and encouragement can impact a person in ways that you could never imagine. Sure it takes a little risk on your part and can maybe at first seem a little uncomfortable but that's alright. The more you do it, the more comfortable you will get at doing it.

There is a particular coffee shop that I drop by nearly every day for my daily caffeine fix. The woman behind the counter is, I think, somewhat introverted. Her shyness could, and is, easily misconstrued as her being somewhat rude or aloof about her duties. I somehow recognized this about her after she first started working there and I consciously decided to do my part to take some action to change that about her; well at least when she deals with me.

I refuse to let a day go by that I don't at least try to joke with her on some level or compliment her either on what she is wearing or note how good it is to see her. This invariably makes her smile big as Texas and I like to think, happy that I come in virtually every day. She really seems to love it when I kid her when there is a line of people standing behind me. I don't know if my efforts somehow yank her out of her introverted dungeon of fear or if my jokes are just that funny and entertaining, but I can truly see the Ripple my efforts are creating. I watch as I step aside to prep my coffee and watch her personality really come out and shine with the next few people in line. My simple act of attention I believe helps her to be better at her job and the people who used to not care for her (and it was obvious) really seem to now enjoy seeing her every day.

What does my effort cost me? Absolutely nothing! I have had the opportunity to get to know a really nice lady whom I likely never would have gotten to know had I just been a mindless customer coming in for my coffee day after day. The changes that I have seen in this woman are nothing short of amazing and I believe are, at least in part, due to taking some action to recognize, compliment or joke with her every time I see her.

People matter and whether you are serving me coffee, driving me to the airport or taking my phone call, I like to show it through my efforts, my attitude and my way of Rippling. Give it try and just see how amazing a small effort on your part can impact another person and how incredible you feel for doing it.

You just never know what kind of Ripple it might create. This morning....my little investment of daily Ripple may have just gotten me a free day old Danish. Yummy!

Ripple On!!!

Steve

It's Easy When You Have Passion

Today was a great day! As some of you may know, I am in the middle of delivering my comprehensive 3 day customer service training program for the State of Texas tax assessors and collectors. Today was the first day of the course and after a power-packed couple of modules I was paid one of the highest compliments that I think I have ever been paid.

At our final break one of the students came up to me and said, "I have attended training courses throughout my career but this is the first one that I have actually enjoyed from start to finish. I know we have a long way to go but if tomorrow and the next day are as a good as today has been, then I can't wait to see what's next."

She then made a comment that ironically has some relevance to a BLOG post I had a few weeks ago on the subject of passion (click here if you want to check it out). She said, "Who would have thought a boring topic like customer service could be so much fun."

I was of course humbled by her compliment and appreciative of her assessment of the course as being fun. I work very hard at what I do to deliver a performance that will undoubtedly stick in someone's mind long after they have left my class. It is my sincere goal that the information and how I share it will hopefully serve as a compass which will guide and stir not only them, but those that they work with and ultimately serve.

As I left the Omni Hotel today I was both proud and excited to have such positive feedback on the first day of my course. As I drove home I thought about what she had said and some of the other positive comments that had been received by other students throughout the day and I just smiled. I know without a doubt that I am destined to do exactly what I am doing and that is one of the most surreal and incredible feelings you can imagine. My passion, my drive and ultimately my desire comes out when I am training, speaking and pontificating (yes, I do that from time to time) and I am having more fun than a person should be allowed to have. Obviously it shows...or at least it did today.

On days like this my passion can't help but shine through and burn with such intensity that it (hopefully) leaves an indelible mark on the people I am lucky enough to serve. I feel absolutely blessed to be to be able to impact someone (hopefully many people) in some way. Talk about the ultimate Ripple!

I guess this is what Bruce Springsteen feels like as he holds the microphone as the first notes of Born To Run begin to play and the crowd goes absolutely nuts. Man....what a rush!!!

Ripple On!!!!

Steve Harper

P.S. If your organization sells a product or service and has customers....you might be interested in what my course has to offer. I promise your people will walk away with a truly refreshing approach to servicing both your internal and external customers. This ain't your typical blah blah blah boring same old customer service training....I can assure you of that. No organization can get enough education when it comes to serving the customer so why not learn how to service those customers...Ripple style?!? If you're interested in learning more about my course, please email at steve@ripplecentral.com