by Joseph Michelli
Over twenty-five years ago I used to speak about managing the stress of the holidays. Those speeches were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it the authors, Jo Robinson and Jean Staeheli, essentially focused on four main themes:
- Prioritize gift-giving to those who truly need your gifts.
- Engage in activities (across a well-paced holiday season – not just a day) that connect with your deepest personal values.
- Seek to be a peacemaker among friends and family.
- Commit to spiritual growth.
Over time, I’ve come to believe we don’t need to, and quite frankly can’t “Unplug the Christmas Machine” – that machine will run even if you or I were to find a way to unplug it.
I suspect our efforts would be better spent focusing on how to create humanity-rich experiences this time of year. To that end, I offer some thoughts which I’ll lovingly call “do’s and don’ts” for the season. These thoughts are targeted in the context of both business and personal life, as they relate to each of these relationships:
Family and Friends
Customer Do’s and Don’ts:
Do: Smile. During the holiday crunch a smile and genuine graciousness can stand out and comfort customers.
Don’t: Confuse this Customer With the Last One. When the pace picks up, it’s easy to get into a groove where people blur into “transactions.” You may be doing your 50th identical transaction of the day, but that transaction involves a person and for that person, this is likely their only interaction with you today. Honor people – their visits and their business.
Continue reading Do’s and Don’ts for a Human and Humane Holiday Experience
What makes the customer experience in some companies stand out from all the rest? You should read Joseph Michelli’s newest book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way.
His newest book was released Tuesday, December 8, and is the latest in his series of business books about quality customer experience companies, following his books about The Ritz-Carlton Hotel Company, Starbucks, Zappos, UCLA Health System, and the Pike Place Fish Market. Driven to Delight chronicles the Mercedes-Benz USA journey to elevate the company’s customer experience to be on par with the excellence of its vehicles.
Through his business, The Michelli Experience, Dr. Michelli has spent his career helping front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. His presentations and consulting focus on corporate culture, balance, customer service, and success with his own humorous touch. Dr. Michelli presents on Driven to Delight, but also offers a range of programs on service excellence and customer experience.
Joseph A. Michelli, Ph.D., is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the total customer experience. If you would like read more about Dr. Michelli, please view his biography at: Joseph Michelli
If you would be interested in booking Dr. Michelli for your next event, please contact us at: Capitol City Speakers Bureau