What Do A Horse and An Apple Have In Common? by Madeline Frank, Ph.D.

How to keep your customers happy.

How is the customer service at your business? Are your associates well- trained and do they work as a team?  Are they knowledgeable and eager to share the information on their products?

For the past several decades, I’ve been a musician playing the violin and viola throughout the world. If you are not familiar with the anatomy of the bow, there are a series of horse hairs that are strung on either end of the bow, and when they glide across the strings, a beautiful sound (hopefully!) is produced.

The hair on the bow is horse hair from the long mane of a horse. It does not hurt the horse. It’s like having a haircut.

After playing many rehearsals and concerts the bow needs to be rehaired so it will continue to pull out beautiful sounds on the violin or viola.

The other day, I tried a new music shop to have my viola bow rehaired.

I told a young woman behind the counter what a fantastic shop it was and how impressed I was. She grabbed a laminated sheet of paper with 3 price levels on it for rehairing bows.

Before I could ask a question, a man approached, picked up my bow, looked it over, then held it up to the wall to see if the bow was warped or straight. He whispered to the young woman standard rehair violin bow.

He never said hello, introduced himself, and never smiled. He just walked away.

The young woman said it would be several days.

“Will you pay for it now?” she asked.

“No, I’ll pay when I pick it up”.

My expectations were deflated, as I thought I had found a place to entrust my extensive instrument collection to.

If the gentleman in there was the owner or manager, it’s apparent why the level of service was lackluster. Great people do not work for pretty good people.

If you are a leader, manager, or a person of influence; you understand that more is caught than taught. If I was treated right, I would have trusted them with my best bows and paid the extra money. But they blew it.

What are you doing at your business to ensure that you are creating a customer experience that you can’t wait to tell your friends, neighbors, and relatives all about?

A few years ago, I went with my husband to the Apple Store to pick up my Mac computer that we had ordered online from Apple. The computer was very heavy and it was a long walk from the Apple Store to where we parked.

The Apple Associate, Joe, with a smile, brought out a cart, and put our heavy new Mac on the cart.  He enthusiastically walked with us several blocks to the parking lot

and congratulated us on our new Mac. We thanked him for helping us on our walk to our car.

He gently laid the new Mac in our trunk with the care that a new mother shows when securing her baby in the car seat. He said it was his responsibility to get it safely in our car! This associate went above and beyond what we expected of him. Most people who have had the pleasure of visiting an Apple Store understand that the exceptional is expected.

How is the customer service at your business? Are your associates knowledgeable, and eager to help their customers? Do your associates work together as a team?

Great service isn’t exclusive to the retail or hospitality industry.

It’s all about having a good experience!

Be just like the Apple Store and make sure your employees are knowledgeable, well trained, and show they care and want to help their customers so your business will flourish during good and bad times.

Madeline Frank, Ph.D., is an Amazon.com Best Selling Author, speaker, business owner, teacher, concert artist, and parent. She helps businesses and organizations “Tune Up their Business”. Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book “Leadership On A Shoestring Budget” is available everywhere books are sold. If you need a speaker or virtual speaker contact Madeline at: mfrankviola@gmail.com  

10,000 Steps For Soup by Madeline Frank, Ph.D.

Many of you, on a cold winter day, have enjoyed a hot bowl of soup. Maybe the soup you were having was from Campbell’s Soup.

 

 

In 2001, Campbell’s Soup Company stock prices had fallen and performance had hit rock bottom. In order to survive, they hired Douglas Conant as the new President and CEO. Within a few days, he realized that the company had an extremely toxic culture. Great people were leaving the company in droves. 

 

He observed, “You can’t expect a company to perform at high levels unless people are personally engaged. And they won’t be personally engaged unless they believe their leader is personally engaged in trying to make their lives better.”

 

How did Doug Conant turn around Campbell’s Soup Company? 

 

He vowed to flip the culture from a “top down” leadership style to an inverted pyramid where the people inside of the company were the most important asset. 

 

When he walked through the door for the first time, he observed the rusty barbed wire surrounding the corporate headquarters and a large level of distrust. 

 

As a part of “The Campbell Promise”, Conant promised to treat everyone with respect and dignity. At the heart of the pledge was a guarantee that he would conduct himself with integrity and honor.

 

He realized that at the root of a toxic company culture is toxic leadership. During his first 3 years as CEO, he replaced 300 out of the 350 leaders within the company. This was unheard of in the retail industry. 150 were promoted from within and 150 were hired from outside. 

 

What does “Leading with civility mean?” 

 

It means acknowledging people’s contributions, listening better, respecting others’ time, and making people feel valued.

 

Conant wore a pedometer on his belt, put on a pair of walking shoes, and in headquarters buildings in New Jersey, at a production plant in Europe and in Asia. He interacted with as many employees as possible. His goal was to log 10,000 steps every day.  

  

He engaged his team and asked questions.

 

These encounters helped him stay informed with the goings on through the company, enabling him to personally connect with people at every level.

 

Each day, he also hand wrote 20 notes to his employees celebrating their successes and contributions.

 

Doug Conant said, “I was trained to find the busted number in a spreadsheet and identify things that are going wrong.”

 

He continued, “Most cultures don’t do a good job celebrating contributions. So, I developed the practice of writing notes to our employees. Over 10 years, it amounted to more than 30,000 notes, and we had only 20,000 employees. Wherever, I’d go in the world, in employee cubicles you’d find my handwritten notes posted in their bulletin boards.”

 

His hand-written notes were “treasured more than an email message.”

 

Once the culture started turning around, Campbell’s Soup became a breeding ground for innovation. Whether it was the “rolling can gravity feeding shelving …clearly labeled soup…..retail display racks found in stores worldwide; or the concept of making a soup that would work in a microwave oven…The magic was on the inside.” 

 

By 2009, Doug Conant’s “Change-friendly leadership”, at Campbell’s Soup Company had outperformed “the S&P Food Group and the S&P 500. Sales and earnings were on the upswing, employee engagement was at world class levels.”

 

Conant called his “daily interactions he had with employees, “touchpoints.”  

 

“Listen, Frame, Advance.” His “3 Step Touchpoints”

 

How did he start?

 

Ask the question, “How can I help?”

 

1)    “Listening intently helps you figure out what is really going on and what others need from you.” It demonstrates that you really care.

 

2)    “Framing the issue ensures that everyone in the touchpoint has the same understanding of the issue.

 

3)    “Advancing the agenda means deciding what next step to take and who will take  them.”

 

 “Listen- Frame-Advance triad changes the communication dynamic from “It’s all about me” to “It’s all about us because we are in this together.” 

 

As you practice Doug Conant’s 3 Step Touchpoints you will be better at “helping your employees feel listened to, respected and valued.”

 

Remember it all began with changing the toxic culture to one of “Civility and Respect”.  Every year at Campbell’s, Doug Conant and his colleagues surveyed the organization to make sure leaders in the company were using the Campbell’s leadership model, with Inspire Trust at the center to increase engagement.”

 

If leaders fell short and “could not, or would not demonstrate their willingness to adapt their approach they were let go…..replacing those ;leaders with people committed to a more civil approach.”

 

How do you treat people?

 

You treat them with curtesy and respect, and ask them questions.

 

 

 

 

 

 

Madeline Frank, Ph.D. is an Amazon.com Best Selling Author, speaker, business owner, teacher, conductor, and concert artist. She helps businesses and organizations “Tune Up their Business”. Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book “Leadership On A Shoestring Budget” is available everywhere books are sold. If you need a  video speaker contact Madeline at: mfrankviola@gmail.com

 

 

 

 

 

 

 

 

 

A Teachers Teacher: An Interview with A Remarkable Teacher by Madeline Frank, Ph.D.

I met Carmela Malkin-Kuhn over 25 years ago when our youngest son Eddie was in her Kindergarten class at the JCC. She greeted her students at the door with a smile on her face looking calm and serene.

You’ve heard the saying “I learned everything I need to know in my Kindergarten class”. In her class it was true! Through her motivation, encouragement, and inspiration she inspired our Eddie to have a true enjoyment of mathematics that all began in her class when he was 5 years old.

Dr. Madeline Frank: “Where were you born and where did you grow up? Were your parents’ teachers, did they motivate and inspire you, and do you have any siblings?”    

Mrs. Carmela Malkin -Kuhn: “I was born in Brooklyn, New York in the middle of a blizzard in 1956.   My parents were not educators; however, they were wonderful storytellers and enjoyed telling us about their childhood, their love story and yes about us.”

Mrs. Malkin-Kuhn: “I have one younger brother who from a very early age was my student.”  

“Yes, even in my youngest years I wanted to be a teacher, so my parents purchased a blackboard for me and there I would hold lessons for my brother and his friends, of course, they never listened but I enjoyed being the teacher nevertheless.”

“My mother and father encouraged us to get good educations but to always choose the career path that made us happy.” 

 

Dr. Frank: “What was your favorite subject in elementary, middle, school, and high school?”

Mrs. Malkin-Kuhn: “My favorite subject has always been English/Literature.  I was and still am an avid reader.”

Dr. Frank: “Did you have a favorite teacher in middle school, who inspired, encouraged, and motivated you?  What was their name and what subject did they teach? 

Mrs. Malkin-Kuhn: “In middle school I remember Mr. Mason who was an amazing English teacher, he brought all the books we read to life which nurtured my love of reading.  The fact that I still remember his name and lessons is a testament to his teaching style.”  

Dr. Frank: “I know you "played the accordion for two years and love music.” Did your parents play musical instruments?”

Mrs. Malkin-Kuhn: “In middle school we were encouraged to play an instrument, so I took up accordion, why? I have absolutely no clue except that my Dad had a friend who played the accordion and it looked easier than piano.  I laugh because it sure wasn’t but I remember practicing often and becoming let’s say ok, never really mastering it, but enjoying the fact that I could play a song.  Music was always a part of my life growing up.  My Dad would love to sing to my mom and play the classics on our record player as well as all the “pop” music of that time.  While no one really played musical instruments, music was always in the background growing up and that led to my lifelong enjoyment music.  There are times when a classical piece of music allows me to sometimes focus and sometimes be perfectly still.” 

Dr. Frank: “What are you passionate about?” 

Mrs. Malkin-Kuhn: “I am very passionate about carving out time for my family, my children and grandchildren mean the world to me.  After that, it is being a part of early childhood education.  Touching the lives of young children has enriched my life enormously.  In fact, my good fortune lies in the fact that these tiny humans that entered our school from the age of 2 still seek me out when they are nearby.” 

 

Dr. Frank: “How long have you been a teacher in JCC Preschool and what is your philosophy?”

Mrs. Malkin-Kuhn: “I have been a part of the preschool now for over 25 years and honestly it has been the best.  My philosophy has been to look at the whole child in every one of my students and find the key to unlock the mode in which they learn best.  There is nothing I can find fault with in any child that has walked through our doors.  Each one brings with them a plethora of interest in learning about the world around them.  Music certainly is a must in the early childhood classroom, whether it is in the background or actively dancing to music and movement it certainly brings out the best melodies.”

Mrs. Carmela Malkin -Kuhn thank you for being a remarkable teacher who has encouraged, inspired, guided, and mentored students and teachers for over 25 years.  

 

Madeline Frank, Ph.D., is an Amazon.com Best Selling Author, speaker, business owner, teacher, concert artist, and parent. She helps businesses and organizations "Tune Up their Business". Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book "Leadership On A Shoestring Budget" is available everywhere books are sold. If you need a virtual speaker contact Madeline at: mfrankviola@gmail.com

 

 

Lessons in Kindness from "Eat And Get The Hell Out" Diner by Madeline Frank, Ph.D.

 At your business would you like your customers to keep coming back to buy from you?

When my husband and I visit Kill Devil Hills, North Carolina our favorite place to eat is “Eat and Get the Hell Out”, Bob’s Grill. They serve breakfast and lunch. The service is excellent. Our waitress smiled, was courteous and attentive, asked what we wanted to order and very promptly we received it.

 

Their slogan “Eat and Get the Hell Out” was developed when local customers, “lollygagging locals” as they are called, enjoyed continuing to sit and talk when others were waiting to get in.

 

It was a fun atmosphere that felt like home. The short time we were waiting for our meal we browsed the logo tee shirts with “Eat and Get the Hell Out”, with surf boards on looked at the clothing, hats, and mugs.

 

What was so special about our experience at Bob’s Grill, “Eat and Get the Hell Out”?

The wait staff and check out staff were smiling, were polite, made eye contact, asked us questions like they really cared about the answers.  It’s all about having a fun experience so your customers want to continue doing business with you because they enjoyed their experience.

 

 What does every person want and how do you connect with people?

 

Every person wants to be treated with kindness, respect, curtesy, and compassion. They want to feel they are important and that they matter. They want to know you care about them and are interested in them. So, ask them questions about what they want and need.

 

Mindy Stearns (Chief Kindness Officer at Kind Lending) says, “We could all use a little extra kindness, and leaders are better placed than most to spread it.”

 

“Mindy defines being kind as making an active choice to put someone else first and make their life better in some way. In contrast, being nice is more superficial—it’s leaning on pleasantries, rather than pushing yourself to make real change.”

She continues, “At the end of the day, people just want to feel like they matter—like their existence is important. It’s important for me to make sure our employees know how much they matter, because without them, this wouldn’t exist.” 

 

Mindy Stearns summarizes kindness: “It has been proposed that kindness has three main facets: considering the feelings of others, having everyday acceptance, courtesy and love towards others and behaving honorably towards them. Kindness is also closely related to compassion and altruism.” 

 

When I first called M.D. Express for an appointment the operator was helpful, polite, courteous, asked questions, and made an appointment for us. She wanted to help us! She told us to call when we arrived in their parking lot and said we would be waiting a while.

 

We waited in the parking lot with over 20 other cars of patients to see the medical staff. It did take a while, but we had our kindle books to read in the car while we waited the 45 minutes. When it was our turn, they made the experience a good one. The doctors and staff members made eye contact with us, smiled, were respectful, polite, helpful, asked questions, showed sincerity, and checked a few vitals.  

 

What was so special about the experience at M.D. Express?

 

The medical staff listened, they showed compassion, they cared, were respectful, and they made us feel that we were important and we mattered. 

When you speak to someone, even standing 6 feet apart, look them in the eyes and show respect and curtesy.

 

Contrast this with our experience at a Covid care testing facility that was virtually empty, where they had you fill out a 20-minute questionnaire, and they were rude, nasty, and treated you with disrespect. It was not the 45 minutes wait to take the test that bothered us, it was the rudeness and disrespect.

 

It’s all about having good experiences. Not a frightening one!

 

What does every person want and how do you connect with people?

 

Every person wants to be treated with kindness, respect, curtesy, and compassion. They want to feel they are important and that they matter. They want to know you care about them and are interested in them. So, ask them questions about what they want and need.

 

To connect with others treat them just as you would like to be treated. Show others respect, appreciation, care about them, listen and ask questions.

It’s all about having good experiences. It’s all about having a fun experience so your customers want to continue doing business with you because they enjoyed their experience.

 

Run your business with respect, kindness and if possible, make it fun not frightening! 

 

 

 

Madeline Frank, Ph.D., is an Amazon.com Best Selling Author, speaker, business owner, teacher, concert artist, and parent. She helps businesses and organizations “Tune Up their Business”. Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book “Leadership On A Shoestring Budget” is available everywhere books are sold. If you need a virtual speaker contact Madeline at: mfrankviola@gmail.com

Hotel Adventures by Madeline Frank, Ph.D.

Have you stayed at a hotel recently?

Did anything interesting happen?

Today, all of you will be coming with my husband and I to stay at hotels during this pandemic time.

You are parents/grandparents with kids and pets.

We have just arrived in Melbourne, Florida to stay at our hotel

You have your kids and pets, we have our cat Lilly with us.

Before we move in - 

"You know the drill"- Spray all areas with Lysol Disinfectant Spray!

-One parent will stay outside the room with the kids, pets, and luggage while the other parent is armed with "Lysol Disinfectant Spray!"

You and I spray our hotel rooms with our Lysol spray:

All door knobs, all the bath room areas, all the kitchen areas, counters, beds, closet, hall ways, chairs, sofa, remote control for the TV, in room phone, and carefully with soft cloth with disinfectant on it wipe light switches, gently.

You and I notice under the bed...

Stray pills, -----which we remove and put in a plastic bag then spray the area!

By the mini refrigerator we notice -

Gummy bears -----which we also removed and put in our plastic bag. Then we spray the area with more Lysol.

Then after waiting a few minutes for the Lysol Disinfectant Spray to dry, we bring in our spouses, kids, pets and luggage.

When we brought Lilly into our room she looked around and sniffed and stood by the connecting door---

letting us know there was a neighbor pet next door.

When she's happy she purrs and when she's frightened her ears go back and she squeaks.

She stood by the door patiently and a dog barked!

She squeaked!

Who are your neighbors at the hotel?

Do they have pets and children?

"This reminds me of when my husband and I were on our honeymoon and we stayed in a hotel that changed the sheets everyday"...

FROM ROOM TO ROOM!

In every hotel you travel to with your family, kids and pets you will have a new adventure of what you will find in your hotel room!

Earlier this year you and I, our spouses, children, and pets were visiting Kansas City, Missouri and arrived at our hotel.

As usual our spouses, kids, pets and luggage waited outside the hotel for you and I to -

You Know the Drill!

Spray Lysol Disinfectant Spray, on all door knobs, all the bath room areas, all the kitchen areas, counters, beds, closet, hall ways, chairs,sofa, remote control for the TV, in room phone, and carefully with soft cloth with disinfectant on it wipe light switches, gently.

When we went to spray the sofa,

You and I noticed behind it...

"a stray pair of red high heels".

After we removed the high heels, - we sprayed the area with Lysol.

After a few minutes- We were ready to move in to our hotel rooms with our spouses, kids, pets, and luggage.

When you first move into a hotel with your family, children, and pets, what 3 things should you remember to do?

1) You know the drill: Spray Lysol disinfectant spray - on all door knobs, all the bath room areas, all the kitchen areas, counters, beds, closet, hall ways, chairs, sofa, remote control for the TV, in room phone, and carefully with soft cloth with disinfectant on it wipe light switches gently.

2) Remove any stray dangerous toxic substances like pills and gummy bears to protect your family, children and pets from ingesting them. Then spray Lysol around and under the bed, fridge, and microwave.

3) Remove any stray items like previous guest's red high heels, then spray the area with Lysol and return the red high heels to the hotel front desk.

After waiting a few minutes for the Lysol disinfectant to dry-

have your spouses, kids, pets, and luggage enter your hotel rooms.

It is always an adventure visiting a hotel even more so during this pandemic. Stay calm as you spray your Lysol to protect your family!

Remember the drill!

Spray the hotel room with Lysol - Let it dry-

before your family and pets enter to protect them!

Madeline Frank, Ph.D., is an Amazon.com Best Selling Author, speaker, business owner, teacher, concert artist, and parent. She helps businesses and organizations "Tune Up their Business". Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book "Leadership On A Shoestring Budget" is available everywhere books are sold. If you need a virtual speaker contact Madeline at: mfrankviola@gmail.com

Be a Good Finder, Not a Fault Finder by Madeline Frank, Ph.D.

You have a choice!

Would  you rather be around someone who makes you feel good in life, who encourages you to be your best self?    

Or

  

Would you rather be around a person who tells you the “tons of faults” you have?

The choice is yours!

It takes work to be a happy positive person!

What words are you putting in your mind?

When babies come into the world they begin with blank pages! 

You carefully teach them the good positive things.

Like a new born baby, be careful what you write on “your” pages!

The words you speak to yourself are powerful! 

 Stop and think- before you open your mouth! Curve those lips up and then speak and say positive motivating words.

Words have power! Always start by saying something positive to yourself and others.

Choose your words wisely. It’s all about what you are putting into your mind!

Those blank pages! 

What are you eating ? 

Are you eating food that is good for your body?

Or 

 Are you eating junk food?

Are you creating intentional time in your day to think where you want to go?

Zig Ziglar says, “be a good finder not a fault finder.” He suggests making a list of all the things you like, admire, and appreciate about your job, your mate, family members, and friends. Then enthusiastically verbalize these things in front of a mirror each morning and evening.”

Ziglar continues, “The more you emphasize the good qualities, of your family, friends and associates the more good qualities you will find to like or love. As a result, you will treat your family members, friends, and associates with more respect, courtesy, and appreciation. Your relationships will improve and be more meaningful and happier.”

It's all about being a lifter! Being intentional about saying positive encouraging words to yourself and others. Be a builder of yourself and compliment others .

When you speak to yourself, self-talk, say positive, enthusiastic, and inspiring words that will motivate you and uplift you beginning your day and before bedtime.

Change your attitude to one of gratitude.

Diely Pichardo -Johansson, M.D. and Life Coach in her new book, “Bouncing Back: A How To Manual For Joy With Minimal Energy Expenditure”, says

"The most effective self-lifting tool in the world is a “Gratitude Journal.” 

She has “shared this with her patients and the doctors in the support group she runs; they reported amazing results.”

Every day write down what went well for you.  She says, every day, "write the entries in positive terms." 

For example: “I am grateful for my delicious coffee this morning. I am grateful for my son’s hug. I am grateful for my A/C because it keeps me cool and comfortable in the summer heat. Commit it to writing 5 things your grateful for. Keep it fresh. Write original entries. Savor it, in full sentences, and add Thank you, Thank you, Thank you.”

Dr. Diely Pichardo -Johansson: “Every night before bed, I remind myself of things that made me happy, and that quickly evolved to giving thanks for “the good events” that had happened during that day.”

She continues, "When I changed my thoughts, I became a magnet attracting better things into my life.” Her new positive attitude, relaxed her enough to handle the difficult situations in her life.

 Also begin and end your day with positive humor!

Write down any humorous stories, anecdotes, and jokes you hear and read during your day in your “humor journal” to re-read latter and share with family and friends to lower your stress and bring a smile to your face.

It takes work to be happy!

Let’s test out a little humor:

Actress and comedian, Carol Burnett stepped out of a cab one day and caught her coat in the door. The driver was unaware of her plight and slowly began to edge out into the traffic. To keep from being pulled off her feet, the comedienne had to run alongside the cab, down the block. A passerby noticed her predicament and quickly alerted the driver. 

He stopped, jumped out, and released Miss Burnett’s coat. “Are you all right?” he asked anxiously.” 

“Yes,” she gasped, “but how much more do I owe you?” (From “Great Leaders Wanted” by Doug Dickerson)

Humor helps to keep one’s composure during difficult times! And helps to build confidence.

What can you do each day to build a positive mindset?

1)   Zig Ziglar, “Be a "Good-Finder"...look for the good in yourself and others. Words are powerful! Begin by saying positive motivational words to yourself and give sincere compliments to others!

2)   Diely Pichardo -Johansson, M.D., Change your attitude to one of gratitude. In your “Gratitude Journal.”    Write down each day, what went well for you. Change your mood to a positive one!

3)   Begin writing humorous stories in your "Humor Notebook" so you can begin and end your day by reading something humorous!

How can you help yourself and others to be their best self?

By giving them honest sincere compliments. 

Remember "stop and think before you speak." Smile and say positive uplifting words.

Be a builder, a lifter, and developer of people! Be a good finder!

 

Madeline Frank, Ph.D., is an Amazon.com Best Selling Author, speaker, business owner, teacher, concert artist, and parent. She helps businesses and organizations "Tune Up their Business". Her observations show you the blue prints necessary to improve and keep your business successful. Her latest book "Leadership On A Shoestring Budget" is available everywhere books are sold. If you need a virtual speaker contact Madeline at: mfrankviola@gmail.com