Sustaining Success
March 2012
Envision, Evolve, Achieve

Laurie Mrva

"You did that on purpose!"  What does this phrase mean to you?  I was inspired by an article my mentor, Doug Brown from Paradigm Associates, shared with me.  How much of your day are you doing things "on purpose".  So much of our lives are on autopilot.  Think about what's important each day, evaluate what can and should be done differently from yesterday and then operate - take the actions necessary to move you toward your goals each and every day.  Achieve Success Logo

What is one thing you can do each day "on purpose" that supports your goal for this year?  Let me know
how I help you to stay on track


Wishing you Much Success!!!

Laurie Mrva
Success Facilitator
Achieve Success LLC
Customer Satisfaction Starts With Respect, Responsiveness
And Reliability

Achieve Success LogoTruth be told, customers enjoy being satisfied.

They want to be satisfied so that they can become comfortable with a particular company and know that they will be treated with respect. Customer service, even though the term itself is becoming cliché, is extremely important to not just building customer loyalty and retention, but to improving a company's bottom line.

Customer satisfaction comes in various forms, and can be attributed to a multitude of factors that need to be instituted at the inception of the business itself. Ensuring that a customer's expectations are being met will portray to customers - and potential referrals - that a particular company is doing a better job than the competition.

This is referred in some instances to the "Service Expectations Zone" based on a study by Bill McCormick, the President of Sales Training and Results,

Inc. In effect, how a company sells and services a customer is often more important than the product that the company sells. All customers expect the "Three R's" or Respect, Responsiveness and Reliability.

  • Respect: be attentive, use the customer's name, and be exceptionally personable.
  • Reliability: immediate, or near immediate, resolution to a problem should be foremost with any company.
  • Responsiveness: take ownership of a problem and be solution-oriented, greet the customer promptly and do not leave the customer on hold too long.

Invariably, following the "Three R's" will ensure the utmost in customer satisfaction. In addition, a business may even achieve the all-important "Service Surprise Zone," where a customer is not just satisfied they are "wowed" with the service.

To Do List:

Create an action plan for all employees to 'self rate' themselves often on the "Three R's"

Get into the habit of asking employees questions regarding customer satisfaction. Example: What did you do today that was above and beyond what the customer needed? How did you practice the Three R's today? t

~ Written for us by our associate Gary Sorrell, Sorrell Associates, LLC. Copyright protected worldwide. All rights reserved

Emotionally Fueled Behavior Affects Working Relationships

Achieve Success LogoYou have worked hard to get to be in the position you are in today. Along the way you have created a network of relationships. Whether you realize it or not, these relationships are emotionally fueled. Not only can workplace relationships be created on emotion, they are often enhanced, defined, and destroyed as a result of the way we handle our emotions.

Being seen as unprofessional, unstable, and untrustworthy can lead to a downward spiral in your work relationships and put an end to your hard earned career. To keep your emotions and relationships in check, you and your coworkers must realize there is a place for emotion in the workplace. How you use your emotions and how they are

displayed contributes to the way your coworkers view you and what level of respect they hold for you.

Where Emotions Fit In

  • Emotions affect the quality of decision making
  • Emotions affect the formation of relationships
  • Emotions fuel motivation and performance
  • Emotions make creativity and innovation possible

Reversing Job Dissatisfaction

Overall satisfaction in the workplace has been in decline recently. Some attribute this unpleasant fact to the unstable and faltering ability of people to prioritize engagement with others. Too much time and effort is being spent on the bottom line, creating results and turning out a profit. Where does this leave the employee when it comes to feeling valued, appreciated, and respected for a job well done? As a leader

, it is time to step up and say enough is enough. It is time to reengage with employees and to motivate through positive reinforcement. Doing so will improve what has been your number one goal the entire time, generating a substantial and worthwhile profit.

Emotional Inspiration vs. Rational Inspiration

Inspiration, when derived from emotion rather than rational factors, produces better, longer lasting results. Employees that feel an emotional connection to their coworkers and supervisors are more likely to experience a higher sense of self worth and produce better results on the job. Leaders who take the time to establish these connections are respected more by those around them, create better teams, and are more likely to succeed.

As a leader, it's easy to think rationally when it comes to executing a plan of action to get the job done. You need player A to do this and player B to do that in order to get the work in on time. Instead of conducting a meeting where you sit and disperse orders, have you ever taken the time to stop and ask the opinion of your coworkers? What do they think? What are their ideas? A little acknowledgement and inquiring can go a long way towards establishing your role as both a leader and an emotional counterpart. Beginning at the top,

conversation and communication needs to cascade throughout the entire team.

Turning Bad Days into Good

If you are a human being, then it is inevitable that you are going to experience a bad day or two. More than likely, those bad days will carry over into the workplace. Does your entire day have to be ruined? Do performance, productivity, and morale have to suffer because you're having a bad day? The answer is no. The next time you are facing a bad day incorporate these steps into your routine.

  • Recognize your mood
  • Say you're having a bad day
  • Identify and control your emotions
  • Remember what makes you happy
  • Your bad mood won't last forever
  • Take some time to yourself

Remind yourself that it is okay to have a bad day once in a while. It's a natural part of life and it's bound to happen from time to time. Recognize your feelings and learn to manage them in a constructive way. t

~ Written by Gary Sorrell, Sorrell Associates, LLC. Copyright protected worldwide. All rights reserved

About Us
Laurie helps organizations and professionals make positive changes to achieve their goals.  Achieve Success offers customized solutions to your business challenges including strategic planning, leadership development and employee assessment tools to assist with hiring, promoting and developing key skills to enhance success.   

Achieve Success LLC
In This Issue
Customer Satisfaction Starts With Respect, Responsiveness And Reliability
Emotionally Fueled Behavior Affects Working Relationships
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EXCEPTIONAL LEADERS... Are Socially Aware  

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Exceptional Leaders listen intently and pick up empathetically on the un-spoken and intuitive clues from others. They grasp the other person's perspective and emotions. This allows for more effective communications and connections with others.

Sometimes we don't pick up cues, such as when to end a conversation. The other person can be giving all kinds of non-verbal cues that they want to complete the conversation and yet we keep on talking. We either misjudge or are unaware of the other person's internal state.

Getting a sense of what is going on with another person, generally, and in one-on-one, communication is a foundational skill for influencing others. Sensing how others are feeling is an aspect of being emotionally intelligent.

Sometimes in order to validate what is going on with another person, and not simply mind read, we need to ask them. We can then fashion our communication in a way that will be effective.

Thought Provoker

- Do you have an intuitive sense of how others are feeling? Are you getting the truth?


- Do you see how others are responding non-verbally to your communications and to situations?


- Do you look for body language, facial expressions, and what's behind the words?


- Do you inquire of others what is really going on with them, expressing empathy and understanding? Do you know when to end a conversation?


- What systems can you put in place now to insure that you get the truth, i.e. all of the information that you need to be successful?


Exceptional Leaders have the perceptual acuity to see how others are thinking and feeling and can adjust their communications accordingly. t

~ Copyright by author Bruce M. Anderson. Reprinted with permission Thinking Partners Inc.