Archive for Attitude – Page 2

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A photo posted by Sam Glenn – The Attitude Guy (@theattitudeguy) on

Great quote!!! #inspiration #samglenn #inspirationalquotes #inspirationalspeaker

A photo posted by Sam Glenn – The Attitude Guy (@theattitudeguy) on

What Attitude is Driving Your Bus?

 One of my signature sayings is,

“Your attitude is either in the way or making a way for your desired success.”

The key is developing a deeper awareness to how your attitude is affecting how you treat others and yourself.  In the course of a busy day, we rely so much on our skills, knowledge, talent and effort that sometimes we forget that our attitude is what is driving the bus.  If you have the wrong attitude driving your bus, your results will be less than ideal.  If you have the right attitude driving your bus, you will achieve more and have them mental stamina to work through planned and unexpected adversities.

But, let me focus on a particular attitude that is often times overlooked in developing business and meaningful relationships.  It’s called being NICE.  Hypothetically, let’s focus on your bank account for just a moment.  Let’s say every time you were “not very nice”, $1000 disappeared in your account and every time you were nice, a deposit of $1000 was made to your account.  My question is, would you be rich or poor based on your level of kindness.

COST IS ZERO

It will cost you absolutely nothing to be nice to someone who needs it.  To be nice to others is not a form of weakness, but a form of awareness and respect.  When someone is nice to you, it makes your day.  When someone is rude or short with you, it can steal the wind from your sail.

I have a story I want to share with you and it goes like this… I am a dad, a husband and a small business owner.  However, one big difference being a small business owner is that I don’t have the big company or corporate budgets for marketing.  So we rely heavily on resourcefulness to build our business.  We have to be creative and smart with every penny.  One thing I do every week is email 10 new people from associations, companies and organizations so that I may introduce myself.  And a lot of times we send a free copy of my new book as a gift.

Well, as the story goes, I emailed an executive with an Indiana association and his response was so rude and disheartening that I was in complete shock. If I had 4 tires on my car, this guy just deflated all 4 of them.  He chewed me out for interrupting his day, taking up email space and by the time he was done I felt like the worst human on the planet.  I emailed him back and invited him for coffee so he could get to know me and maybe my attitude would rub off. His response was, “I would never waste my time on a cup of coffee with you.”

Was he nice?  Nope.
Did he make his association look good?  Nope.
Did he make himself look good?  Nope.
Would I trust him to walk my grandma across the street?  No way!
Would I buy from him or want to work with him in the future?  Nope.

When you are rude and borderline disrespectful, it has severe long term consequences on how people will perceive you and the company/association that you represent.

We are all busy and trying to make it. I was just introducing myself.  There is a nicer way and a much less stressful way of handling unexpected situations in your life.  How you handle things is what tells others what you are made of and what attitude is driving your bus.

On the flip side of this coin, I introduced myself to another executive director for an educational association and he said,

“Sam, I am so busy, but I paused for a moment to look at your website and clicked on one of your videos.  I started laughing so hard that everyone was coming into my office door to see what was going on.  I played your video for everyone and we all had a good laugh. I haven’t met you yet, but we have all become true Sam Glenn fans!  Let me have our meeting planner connect with your office about our annual conference. I think you would be perfect to lighten things up a bit for us. We always have so many business protocols to go through, procedure updates, etc…, at our meetings that this will be a welcomed and refreshing change for us.”

Did that make my day?  You bet!

It doesn’t cost anything to be nice, even when you are the busiest person in the world.  Being nice starts with the little things like holding a door open for someone, letting someone merge into traffic or just giving someone a smile and a few kind words.  It doesn’t cost much, but the rewards are truly amazing.

So, when you choose an attitude to drive your bus, why not choose the attitude of kindness – it’s good for business, your health and makes a difference.  My encouragement to you is to find a way every day to extend yourself to be nicer. Be nice to your family, your co-workers, your employees and strangers.  Our world needs a little more positivity and it sure helps when people get a little nicer.

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

A Legacy of Mr. Good Morning

I was updating my fan page on Facebook (eagle painter) and I noticed a feed from my high school about the passing of a great person.  It’s been 36 years since I last heard him say, “Good morning.”  But, I will never forget it.  His name was Dr. James Waldorf and he was the principal of my high school, Plainfield High.  He was a very accomplished person, becoming the Mayor of Plainfield and a successful business owner.

What I remember the most about him was his attitude.

Whenever you saw him, he would always great you with an enthusiastic, “Good Morning!”   It didn’t matter what time of the day it was. It would make you laugh if he said it to you in the afternoon or in the evening at one of the school sporting events.  But, it was his thing.  It was his attitude.

Our attitude is our legacy.

It is our trademark, our logo, our culture and our compass.   The wrong attitude makes everything wrong.  The right attitude doesn’t necessarily make everything right, but it gives you a better edge than the wrong attitude and it also equips you better to deal with things that go wrong.

I am sitting here at my desk typing on a computer and remembering what my life was like 36 years ago, but also impressed that I could remember someone so vividly from almost 3 decades ago.  I think without ever having an in depth conversation about attitude, it would be my guess that Dr. James Waldorf would have a very high appraisal of how important attitude was.  It was reflected in his own life.  The right attitude makes you more likable and more likely to be chosen for promotions.  The right attitude opens the door to positive relationships and rewarding opportunities.

It’s hard to forget someone who has such a dynamic and influential attitude.

He always was nice and that is the memory that will stick with me for the rest of my life.  That brief moment in time had such a positive impact on my attitude.  Saying “good morning” to everyone who crossed his path was  Dr. Waldorf’s trademark attitude and it impacted many people in positive ways. It will be a big part of his legacy.

The lesson is we need to be (MORE) aware of how influential our attitude can be.

Our attitude is that force that flows into our actions, ideas, culture and relationships.  Whatever attitude you demonstrate the most, is what you will be remembered for the most.  Think about it.  What attitude are you choosing everyday?

And to wrap this blog up, I just want to say a big thank you for Dr. James Waldorf for giving me a piece of his attitude that I now share with thousands a people a year in my book and speeches.  You were a shining example and a lighthouse to all those you encountered.  Thank you!

 

I would also like to wish all of you a very Happy Thanksgiving! I am so grateful for each of you who read my blog, my books, have enjoyed my programs, allowed me to be part of your events, and have referred me for your events. I couldn’t do what I do without you! From my family to yours, Happy Thanksgiving!

 

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

To Lean or Not to Lean

The news has been filled with stories about unruly passengers on planes who get into altercations because of people who lean back in their seat.  I would estimate that about 90% to 99% of people who sit in their seat begin to think, “I hope the person in front of me doesn’t lean back.”

I can’t imagine anyone thinking, “Hey, it’s a 3 hour flight. I sure hope the person in front of me gets to relax,  lean back, and get some good rest.”

No way!

I am 6’7, so most seats do not accommodate guys my size.  Sure the exit row does a little, and I always put my name on the upgrade list, but its very rare that I get upgraded.  I would buy a first class seat, but I don’t think my clients would appreciate being billed a few thousand dollars for 5 inches of extra leg room.

I am also someone who believes in KARMA.  And for that reason, I NEVER lean back in my chair.  My honest opinion is there would be less anxiety and altercations on airplanes if the seats didn’t lean back at all.

Are You Letting Negative Energy Spill Over?

I remember sitting in an exit row seat and the lady in front of me was trying to lean her seat back and couldn’t.  Most people don’t know that if the exit row seat is behind you, your seat can’t lean back or it would be an obstruction to the exit row safety.  And for that reason, those seats don’t lean back. However, this lady was getting aggressive with the seat.  She was getting more and more frustrated and her negative energy was spilling over to those around her. She then went from battling the seat to turning around and looking at me with a foul look in her eyes. She asked me, “Why the hell isn’t my seat leaning back. Did you do something to it?!”

I smiled and patiently explained that the seats in front of the exit row seats do not lean back for safety purposes. She was not pleased with my response and she allowed the fact that her seat would not lean back ruin her day. Personally, I think if that is the biggest problem in her life then she needs to stop and count her blessings. Twice.

Better Strategy – Count Your Blessings

There are times, people have leaned back and it felt like my legs were going to get crushed, my drink fell on me and there was no way I could work on my laptop.  I have also kindly asked people to move their seat up because of my size and having them lean back is cutting off circulation to my legs…that and their head ends up in my lap which is rather awkward.   Some become aware and lean forward.  Some are rude and could care less and respond, “No!”  Let’s call those people jerks.  But, again, I believe in KARMA, so it will come back to bite them eventually.

All I am asking is that people become more aware.  Is leaning back really necessary?   I would love to lean back, but I am not a jerk. I respect the person’s leg  and breathing room behind me.

And I’m not afraid to say that for the most part  people who lean back can be jerks because they have no regard or respect for others.

The airlines can fix this….if they want.  First, do a survey.  Ask how many people sit down and have that anxiety as to “WHEN” the person in front of them will lean back and make their trip uncomfortable.  I bet that number would surprise you.

And since the airlines now charge for every little thing, here is an idea – charge for the ability to lean back.  Let’s see how many people are willing to fork out an extra $25 to lean back.  I would test it at $15 and see how many people would pay.  My bet is many would rather keep the $15 than lean back. I wonder what would happen if the money they paid to lean back got split between the person behind them and the airline?

So my message is simple.  Don’t lean back. Be aware of others and considerate.

Here is a picture of me with one guy who leaned back and refused to move his seat up after I asked him nicely.  As you can tell I have no space and I also handle jerks a little differently. But regardless of the fact that this guy was a jerk, I didn’t let it ruin my day.

I focused on the positive:

  • I was on my way home to see my family.
  • I was blessed to be on a plane that made the trip go faster, our pilot was doing everything he could to ensure that we arrived safely
  • I was on my way home from an awesome event
  • I get to do what I love every single day and help people live their best lives
  • I could go on but you get my point.

Attitude starts with awareness, being aware of your impact on others and doing one small thing (not leaning back) makes a difference. It shows a servants heart and putting the needs of someone else above yourself. These are all things I strive to teach my girls every day and I truly believe the world would be a kinder place if others did as well.  If you agree with me, share this blog.

 

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

Zero Cost to Be Nice

It will cost you nothing to be nice to someone who needs it.

To be nice to others is not a form of weakness, but a form of awareness and respect.  When someone is nice to you, it makes your day.  When someone is rude or short with you, it can steal the wind from your sail.

I have a story I want to share with you and it goes like this…

I am a dad, a husband and a small business owner. However, one big difference being a small business owner is that I don’t have the big company or corporate budgets for marketing.  So we rely heavily on resourcefulness to build our business.  We have to be creative and smart with every penny.  One thing I do every week is email 10 new people from associations, companies and organizations so that I may introduce myself.  And a lot of times we send a free copy of my new book as a gift.

Well, as the story goes, I emailed an executive with an Indiana association and his response was so rude and disheartening that I was in complete shock. If I had 4 tires on my car, this guy just deflated all 4 of them.  He chewed me out for interrupting his day, taking up email space and by the time he was done I felt like the worst human on the planet.  I emailed him back and invited him for coffee so he could get to know me and maybe my attitude would rub off. His response was, “I would never waste my time on a cup of coffee with you.”

Was he nice?  Nope.

Did he make his association look good?  Nope.

Did he make himself look good?  Nope.

Would I trust him to walk my grandma across the street?  No way!

Would I buy from him or want to work with him in the future?  Nope.

When you are rude and borderline disrespectful, it has severe long term consequences on how people will perceive you and the company/association that you represent.

We are all busy and trying to make it. I was just introducing myself.  I will share my signature statement that I have been sharing for years, “Our attitude works for us or against us and we determine which.”

On the flip side of this coin, I introduced myself to an executive director for an educational group and he said, “Sam, I am so busy, but I paused for a moment to look at your website and clicked on one of your videos.  I started laughing so hard that everyone was coming into my office door to see what was going on.  I played your video for everyone and we all had a good laugh. I haven’t met you yet, but we have all become true Sam Glenn fans!  Let me have our meeting planner connect with your office about our annual conference. I think you would be perfect to lighten things up a bit for us. We always have so many business protocols to go through, procedure updates, etc…, at our meetings that this will be a welcomed and refreshing change for us.”

Did that make my day?  You bet!

It doesn’t cost anything to be nice, even when you are the busiest person in the world.  Being nice starts with the little things like holding a door open for someone, letting someone merge into traffic or just giving someone a smile and a few kind words.  It doesn’t cost much, but the rewards are truly amazing.

So my encouragement to you is to find a way every day to extend yourself to be nicer. Be nice to your family, your co-workers, your employees and strangers.  Our world needs a little more positivity and hope in mankind.

 

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

7 Remarkable Reminders for Business Success

Sam Glenn, The Attitude Guy

I love speaking at recognition meetings. It is awesome to watch people get recognized for their amazing hard work, efforts and attitude.  A sign of an outstanding organization is when they take the time to recognize, reward and reinforce the attitude, efforts and behaviors in the people who make success and positive growth possible.

Here are a few simple reminders that will contribute to your organization’s success and keep recognition on track.

  1. High turnover is a sign something’s gotta change.

    High turnover means people are not connecting with leadership or finding purpose in what they are doing.  If they are doing a poor job from the get go, then the hiring process needs to be refined. Every person who quits should be given an exit interview in order to find out what is the true reason behind their desire to leave.  If you want to cut costs and add to a bigger bottom line, then it is imperative that you cut turnover.

  2. Customer service is everyone’s job. 

    It is every single person’s job to provide great service at all times. Team members should be empowered to think creatively to solve customer challenges and given the tools to create memorable experiences for customers.

  3. Conflict can create awesome opportunities. 

    Not every situation is identical, so ask yourself and teach your people,“What is the right thing to do to make the situation right?”  There is a huge difference between saying we will do better next time and demonstrating we are doing our best right now.

  4. Organizations get better if their people are getting better.

    When I speak at leadership events for property management groups. My mission is to light a fire in people’s hearts and not under their butts.  From time to time we need that kick in the butt motivation, but what works long term miracles is when we recharge our attitude batteries and rekindle that potent power of enthusiasm that makes an organization stand out from the crowd.

  5. If you want people to trust you, then do what you say you will do when you say you will do it.

    If you tell someone you will email them by 3:00 PM, then it should not be 3:01 coupled with an excuse. By following through and being a person of your word, it builds trust. Even if you don’t have the answer they want, communication will help build trust that you are doing everything you can on the other person’s behalf.

  6. Change is random, but growth is optional.

    Things are always changing.  There are new ideas, new technology, new budgets, new policies, new regulations, new underwear – who knows – but one thing is for sure is that change is a part of life and the job. Instead of viewing change as something scary, help people view the positive in the unexpected and transitions.

  7. Recognize each other.

    It is always important to encourage each other in both good and tough times.  We will have our rough times and that is when we have to stand together as a team and forge ahead. Instead of always looking for or pointing out what others do wrong or what isn’t working and why, we need to change our tune and start looking for others who do right and recognize it by showing authentic appreciation.  It makes others feel important and sculpts a greater sense of purpose into their contribution to the big picture.  We all want to know we matter, so take the time to celebrate great efforts and attitudes.

 

 If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@SamGlenn.com
Official Sam Glenn Website:  www.SamGlenn.com
(WATCH THIS) The Sam Glenn Show – Weekly Only At:  www.Facebook.com/EaglePainter

Why I love HOSA

HOSA stands for Health Occupations Students of America (HOSA) I want to share an experience I had recently with this organization.  I recently was selected as the keynote speaker to kick off a state HOSA conference in Oklahoma.  Mind you, I have been working with student leadership groups for close to 17 years now, but this was my first time being invited to speak at a HOSA event.  What peaked my interest was quite a bit of my work  for the past several years (speaking at conferences) has been working with leaders in the health care industry– Health Care Associations, Hospital Associations, Nursing Associations and Emergency Response Providers.

I love working with these organizations because I believe patient care starts with attitude.  Why I love working with HOSA is being able to share the real world principles that matter the most to working well with others, serving patients with care and building trust, as well as how to be effective under pressure and unexpected changes.  The health care world is always facing new changes in technology and regulations and because of that, the value of having the right attitude is a necessity.

While, I always make my speeches memorable and entertaining, I also ensure solid content that members can use and apply immediately.  The scope of my speech to the HOSA audience was not just for the younger crowd, but also for the nontraditional members attending the event who were looking to sharpen their leadership skills. I intentionally made sure my message connected with everyone regardless of their level of experience.

About a week after the event, I got a handwritten note signed by the entire leadership team and here is what it said,

“Dear Mr. Glenn,

Thank you so much for on behalf of the Oklahoma HOSA for delivering a challenging and inspiring message that we could all relate to.  Thank you for delivering in such a level that would all understand.  

We deeply appreciate the kindness, support and incredible attitude you have.  You have made a lasting impact on the lives and in the lives of Oklahoma’s HOSA members.”   – State Secretary

I am glad I could make a positive impact and was more impressed that their leadership took the time to recognize my small part in what was a pretty big event.  That was impressive.  That was great leadership.

The future of health care occupations starts with HOSA and that is a big reason I love this organization.  The education, skills and involvement this organization offers young people today is going to play a big role in future patient care.  Being a patient or having a loved one being a patient can be a little scary, but when you see the effort, development and attitude of HOSA members, it gives you the confidence that some amazing people are working hard to make a positive difference.

A part of my speech was encouraging everyone to choose an attitude that works for them.  When we choose the right attitude, we serve others better, we handle stress better, we work with others better, we feel better and we feel a greater sense of purpose and connection to the role we desire to play in the world of health care.  Attitude is such a broad subject and some may even say that it is a topic that is not very measurable.  I think it is the most measurable element in any workplace place and life environment.  I remember when I had my shoulder surgery a few years back and I felt scared.  You almost feel helpless.  But, everyone from the nurses, doctors, administration, insurance – and I do mean everyone helped me feel supported, confident and guided me through the valley of my fears.

I am now a big fan of HOSA.  I can’t wait to work with other state chapters.  I know as I continue to work with the health care industry, I am going to continue working with many HOSA members as they make the journey through personal and professional healthcare development.   Some students who saw me speak when they were in high school are now grown up, working in the health care field and hire me to bring that fuel of attitude into their departments, hospitals, offices because the know the value of  positivity in an ever changing and stressful industry.

If you or someone you know is interested in learning more about HOSA, here is their national website.  Take a few minutes to check it out and all that they offer their members.  It’s pretty outstanding.

Until next time, remember  IT ALL STARTS WITH ATTITUDE!

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

7 Things Great Companies Do That Make Them Great

They top the lists as great companies to work with and to work for, so what is it that makes them thrive and continue to achieve new levels of success?  It is a question I have been researching for years.  I noticed that a lot of the companies that hired me to speak at their annual leadership meetings, were rated as one of the best in their state or nationwide to work for.  If you ask enough of the right questions, you will find the answers you seek.

I was able to find close to 100 things great companies do that make them great, but here are the top 6 that seemed to be the most universal and the one thing you will notice about them is they are not complex.  They are simple, easy and work.  Great companies who do these 7 things understand it’s apart of what makes them continue to be great.

1. Inter -Company Mentoring

If a manager isn’t scoring well with his staff or duties, chances are they may not need a lecture or a fireside chat, but rather they need some positive mentoring from someone who can communicate how to do things better or more efficiently.   Sometimes, when people are put into leadership roles, they may have the potential to be a great leader, but it doesn’t necessarily qualify them to be an actual leader.  Mentoring is a way to ensure there is no gap in performance and that everything stays on track and improves.  Having someone mentor you for a short time doesn’t diminish your leadership, but rather empowers it.

2. Their Culture is their Brand – it is their Marketing and Fuel for Success.

Imagine asking people randomly  as they are leaving work what they think about their boss, supervisor, manager or company they work for.  What message do you want people communicate?  What things do you do to ensure that when people walk out the door at the end of the day, they communicate a message that is positive?

3. Continued Training and Education

This is about getting better and ensuring people stay sharp and dedicated.  Helping people get better is a component that helps your organization get better.  Training has to be on-going.  Educational opportunities should always an option.   Does your company have a personal development library – physical or online, where people can go and invest in themselves or work on developing new skills that could be of greater value to what they do and the organization?

My evaluation is excellent leaders encourage continued education.  Some will even buy everyone a book.  Has your company gotten every employee a book that would add value to that person’s life and to the organization?  If not, why?  If you say, “We don’t have the budget?”  The question is why not?  Why is there not enough to invest in quality training that improves people and the organization?  Mix it up a little and get everyone a good book or offer a book of the month club and give people the option that if they want a book, they can get one.  A book appears to be something little, but yet has such a big and lasting impact.

4. Low Turnover

If your turnover is relatively high, then it is a strong indication that employees are not connecting well with leadership or have no real sustaining engagement or purpose to what they are doing.   Also, great companies recognize that this is where a good sum of profit and losses happens.  Turnover is expensive.  If turnover is a constant, then the recruiting process needs to be upgraded.  You want to develop an organization that attracts top talent and that top talent actually stays.  They money you save in turnover expenses, you use that to protect your investment by offering more perks like continued education or activities that translate into wellness, loyalty and engagement.

5. Great companies offer great perks.

Hey, we can’t all be Google and offer the pie in the sky like subsidized massages throughout the week, free gourmet food, on site laundry, daycare and facilities that make you wonder if it really is Google or is it Heaven? Hmmm…. It is being aware and offering perks that make people feel like you have their best interests at hand.

If you don’t take care for your people, someone else is ready too and you don’t want to lose good people by signing them up for the Jelly of the Month club.

You know what I am talking about.  Maybe one perk is “trust”, letting someone work from home one day of the week.  Another perk maybe a gym membership.   How about monthly movie tickets so the family can get out and enjoy a fun family night out??  Or what about a surprise gift card to somewhere with a note that says, Just Because!  How cool would that be??  Little things make a big difference.

6. Recognition.

Who doesn’t love to know they are contributing to the big picture or making a difference.  We all want to know we are contributing in a way that translates into achieving organizational goals or progress.  Some people will up and quit their job just because they don’t feel valued.   If someone doesn’t feel valued in an organization, what will their message to others be outside the company?

Recognition from leadership is vital, essential, top of the list of things that has to happen.  It can be as simple as remembering someone’s name.  Sounds a little crazy, but I have gotten letters from people who want to look for other work because leadership doesn’t even know their name.  Just a few kind words that acknowledge effort and attitude is all it takes to inspire someone to feel connected to the big picture.

7. Communication.

The number one constant in any organization is change – be it new growth, new software, new people, new regulations, new cut backs, and the list of changes can go on and on. But, great organizations understand that communication is essential.  They don’t sugar coat the hard stuff or beat around a bush until people get a clue, they communicate the message.  Without quality communication from leadership, it leads people to assume and when people assume – their imagination goes wild and take them to a place that disrupts workplace performance and morale.

Communication is not about holding more meetings or sending out more memos, it is about getting down to the message and ensuring people understand, while addressing any concerns or questions.   Quality communication is about being open to feedback or sharing new ideas.  Employees need to feel confident they can share ideas or ways to improve upon something that will help the overall organization.  If they are afraid to communicate, then you will possibly lose that one idea that could be the step to the next level or simply set off a chain of negative consequences.   A lack of qualify communication has big time consequences. Great organizations make open communication a priority.

 

 

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

Excellence In Property Management Starts with Attitude  

We had moved from Chicago to Carmel Indiana with expectations of starting a family and getting settled. We decided to rent first and explore the area before we buy.   I won’t go into all the details of the situation, but we rented a 2 bedroom 2 bath apartment.   Now, get ready to have your skin cringe when I tell you that in just over a year we had close to 40 maintenance issues – ranging from an air conditioner and furnace which wouldn’t function to faulty wiring that would spark and smoke when you turned the light off. And those are just the minor issues.

My wife and I are positive people, so we kept thinking with each thing they fixed, it would be the end of the chaos.  But, what we learned was the reality of the definition of insanity, which is hoping it will get better when in reality,  nothing is changing.

One day, I stepped outside on our balcony
to get some fresh air and it was wobbly.

Come to find out a few more wobbles and I would be on the ground, two stories below, it was that unstable.   It ended up being a  city violation that they had never properly addressed. It took multiple calls to get the problem fixed because no one wanted to take responsibility for it properly getting fixed. Each person we talked too would say all of the right things, “we are so sorry, we will make sure it gets fixed right away.” Except they didn’t, they just let us fall through the cracks and no one wanted to take the time to make sure it was quickly and properly fixed.  When it finally got fixed we were promised we would not have any more experiences like that.

Did they get better?  NO.

We were basically forced to move because things just kept getting worse.  Our hot water heater would break multiple times a month and our toilet would flush by it self and had such a significant leak that it resulted in extremely high water bills. Neither of these issues were fixed in one, two, or even three calls.   When the property management company found out what I do for a living they asked me not to disparage their company. Which as a professional I would never call out a specific company. I don’t need to trash another business to build my own.   But I found it extremely interesting that instead of trying to get better and learn from their mistakes their solution was to try and brush it under the rug, hide it, and keeping going on making the same mistakes and providing the same sub-par service.

Now, you might think we moved into a thousand year old apartment that was a fixer upper.  Nope, we moved into a beautiful place in an incredible location, but despite all that, the attitude of the company was all wrong.  And it all starts with attitude.

The positive is now I can share the experience with other property management groups as what not to do and these groups can use my experience to improve and grow their own companies.  I had no idea that my experience would turn into a profit and positive for my wife and I and so many others.  It wasn’t fun at the time, but property management groups hire me year after year to come back and talk with their company staff and share fresh ideas on how to build business, service customers and go to the next level with their goals.

Excellence in property management - training by Sam GlennNow, let me highlight, we did not ask for 40 maintenance issues or do anything to be treated poorly.  We were always polite and tried to be understanding when we raised our concerns because we wanted good service. But when you have poor leadership, that becomes the culture and the brand.  It is what you become known for.

Let me share a few ideas that will bring a ton of value to your property management organization.  Some seem simple and small, but in reality they are huge.

  1. High internal turnover is never a good sign.  If you have high turnover, it means people are not connecting with leadership or finding purpose in what they are doing.   If they are doing a poor job from the get go, then the hiring process needs to be worked on.  If you want to cut costs, then you need to cut turn over. One of a companies single largest expenses is training new people, and if people are continually leaving after a short time you are losing time and money.  When an employee doesn’t feel valued or challenged or is not given the tools or power to do their job they will leave for something better. And if they feel that way and stick around you can be confident they are not doing a great job or providing quality service.
  2. Customer service is everyone’s job.  When you have maintenance guys driving around on a golf cart around the property and they drive past a tenant, teach them to be friendly and smile.  Teach everyone the fundamentals of common sense customer service.  This should come from the top down. It is every single persons job to provide great service. There is nothing new under the sun when it comes to this topic of customer service.  If you consistently apply the basics of good customer service, everybody wins.
  3. Conflict is an opportunity to build loyalty.  We had so many  issues with our apartment, that pretty soon everyone was passing the buck and didn’t want the headache of dealing with the conflict.  Step up and own the conflict and do some math regarding the situation. Not every situation is identical.  For example, if they had said, “Hey, we would like to give you a month’s worth of rent and a gift card to a nice dinner”, they could have had more issues and we would have been fine as long as they were fixed. But, they would not return our calls and when they did it was some new person who would say, “We are sorry for your experience. (Pause) We will do better next time. We want you to have a good experience”  Just as if they were reading the company handbook written by a room full of lawyers. Heck, Siri talks to me with more emotion!
  4. If you want better business, then you have to get better. When I speak at leadership events for property management groups, the reason they have me back is I light a fire in people’s hearts not under their butts.  If you want to raise excellence, you start by raising how people care and connecting them to something that brings them purpose and excitement.   Have you ever noticed people who care and love what they do end up providing the best service and are the most productive? Change the location of where you lite a fire.
  5. Do what you say you will do when you say you will do it.   If you tell someone you will email them by 3:00 PM it should not be 3:01. They should not have to follow up with you on what the situation is.   By following through and being a person of your word, it builds trust. Even if you don’t have the answer they want, communication will help build trust that you are doing everything you can.  To build better business, you need trust.  People buy from those they trust.  If you say you will do something, then own it and do it.
  6. Always offer the surprise of extra effort. Simple things like offering a discount or gift card can help turn around a poor experience. Go the extra mile to give good service. If you have to go into someones home to fix something make sure you are efficient, clean up your mess in full, and look for opportunities to go the extra mile. Offer to change a light bulb in a hard to reach place or hang a picture that is sitting on the floor.

Excellent customer service and experiences start with attitude and attitude filters from the top down. My experience may have been negative but it has helped countless organizations improve their businesses which has resulted in even more people getting great service and having  better experiences then I did. That knowledge makes everything I went through worth it and I am excited to help even more organizations grow and achieve their goals by providing excellent customer service every time, all the time.

Sam Glenn is an award winning keynote speaker and is often the highest rated speaker at every conference he speaks at.  If you are looking for an uplifting speaker that your audience will absolutely love and gain value from, then contact Sam Glenn’s office about booking him.  – Sam@samGlenn.com

6 Ways to Achieve a More A Positive Attitude…that actually work!

Some say that “Attitude is everything”.  Do you agree with that?

I believe that our attitude plays a humongous role in everything.  This is coming from someone who used to be very negative and didn’t buy into the “attitude rah rah” stuff.   However, I had a turning point in my life and got a little curious why a positive attitude was so important.  I used to wonder, if a positive attitude can really make life better, then why doesn’t everyone have one?   Simply put, attitude is a choice that can only be determined by you and me and no one else.  Since I am a former expert on negativity, I discovered that being negative doesn’t get you hired or promoted.  It’s not good for your health.  And it’s not attractive.

Here are some really simple ideas on how to get a more positive attitude….and they work!  I didn’t just come up with ideas, I actually live them and know they work.

1.  Take a break.

When you feel a little down, defeated, exhausted and like you are becoming negative – take a break.  You need to determine the amount of time you need.  It may be 15 minutes or a few days or longer.  If I feel a little edginess coming on, I might stop; drink some water, take a few deep breathes and refocus.  Sometimes we just need to stop and recharge.  That means giving our mind or thinking a break from whatever is going on.

2.  Let go.

Have you ever been sitting in traffic and started to think of something that maybe happened to you earlier in the day or even years ago and started to play it out in your mind?   Well I have and I do, I play out what I would have said different or how I would have reacted. Sometimes, it’s not pretty.   But, the fact that I keep replaying something that stinks up my thinking isn’t good for the attitude. Some things you have to just let go.   Free yourself of replaying the junk in your life by letting it go.

3.  Feed your Attitude.

How do you feed your attitude – Read something positive.

I like to read positive quotes a few times a day. I think they are like vitamins for our attitude.   They don’t’ take long to read and they keep my attitude on track.

You feed your attitude by acknowledging what you have to be grateful for.  That alone can alter your attitude and put positive life into it.

4.  Eliminate Negativity

This can be had habits or negative people.  I was watching a reality show about a woman who weighed close to 600lbs and she was doing everything she could to lose the weight, eat right, and get to a more healthy lifestyle.  However, she kept getting tripped up by her husband who kept sabotaging her efforts.  The more time she spent around him, the harder the goal became.  Sometimes we have to create boundaries with the people in our lives and inform them that you cannot treat me like this or talk to me like that.  Boundaries are a way to protect your most valuable asset – your attitude.

5.  Do Something That Empowers You

When we do good, we feel good and that is one of the best ways to get a more positive attitude.  Go to the gym and walk on the treadmill while watching a funny movie – I do.

Go get a massage.
Go to the Zoo.
Go do something nice for someone – make them some cookies and say, “Here, hope you have an awesome day!”

The more good things you do, the more you will feed positive fuel to your attitude.

6.  Keep Going

We are all going to have some bad days from time to time – right?

I remember one day getting so down and negative, I think I made my dog depressed.  Sometimes things don’t go our way, someone cuts us off after church or someone is rude to us or something, and it is easy to get just as nasty as they were, but resist the temptation.  Don’t throw in the towel and call it quits.  Keep going.  Maybe say to yourself, “The rest of my day will be the best of my day.”
You have to keep moving forward or if you don’t, your attitude will get hard, crusty, rusty and negative and that’s just not good for anyone.

I hope these ideas are helpful and trust me, they work.

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