Happy New Year – A Double Blog Post (Some Personal, Some Business)

For my first blog post of the year, I want to be motivational versus typical business.

“Fun is my revenge against mortality.”
— Dustin Hoffman

The above quote ties into an article I just wrote for The Shepard Letter. This article was based on Randy Pausch’s Last Lecture. Randy was a college professor and was told he had six months to live, so he eventually presented what was literally his last lecture. It was very inspirational, and even though I have every intention of living until very old age, he inspired me to write my own version of a “last lecture.” The Dustin Hoffman quote above summarizes one of my lifetime strategies, which has to do with “experiencing” life. Are you experiencing life or just making your way through it?

I’ve written my ten so-called lifetime strategies.

Now for a quick business story. On a recent flight home from a speaking engagement, I met a flight attendant who delivered atrocious service. I somehow was able to disarm her and engage in conversation. It was obvious she hated her employer. Apparently, for them to survive, they had to cut salaries by 30%. Although they are losing money every month, she still thinks it is unfair.

I can’t disagree with her. Sometimes life isn’t fair. And a company sometimes has to do what is necessary to stay afloat. I reminded her that she still had a job. Her anger was interfering with her responsibilities. First and foremost, she was there for our safety. Second, she was to take care of the passengers in a manner that was professional and pleasant. After all, she was on the front line and the face of the airline.

Her comment was this, “They cut my salary by 30%. I’m going to do 30% less.”

She will eventually quit or get fired. And then she’ll find another job. I already feel bad for her next employer.

Keep this in mind. Every employee needs to be an extension of your sales or marketing department. Make it a job requirement. It is a non-negotiable responsibility.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXII, Shep Hyken)