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Linda's Positively Speaking Blog

Rants & Raves by Funny Motivational Speaker Linda Larsen

Dec
2019

Grunt If You're Hearing Me...

By Linda Larsen - Thursday, December 05, 2019
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There is no one for whom good communication is more critical than airline pilots. They must be able to clearly hear and understand the transmissions they receive. But what I've learned is that it doesn't stop there. There is another step that is equally as important in their communication model. 

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Nov
2019

Customer Service Communication Mastery

By Linda Larsen - Friday, November 29, 2019
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It was one of those travel days that didn't start out particularly well. Facing very little sleep, and three flights to get to the middle of the country for my next speaking engagement, I left my house before the sun came up. When I finally got to the airport, I was running late and desperately trying to find a parking spot… that wasn’t in the adjacent town.

When I approached the security checkpoint inside the terminal I realized that my Delta app was not working on my phone. With a deep sigh, I dragged my suitcase back downstairs to the check-in counter to get a paper ticket. After much ado, I stumbled my way back upstairs, got through security (after a “random” TSA check) and made my way to my gate. I boarded the plane and fell into my seat, clinging to my Starbucks coffee for dear life.

No sooner did I settle in than a flight attendant approached me sporting a huge smile. I was immediately intrigued. Her smile was…dare I say it….contagious.

Here’s exactly how the conversation went:


Flight attendant: "Hi! Good wonderful morning! Welcome aboard!"
Me: "Oh my gosh. Thank you for that amazing smile!"
Flight attendant: "Thank you for your great attitude!"
Me: "Um no. You get the credit on this one. You inspired this great attitude. I'll bet you have LOTS of customers with great attitudes "
Flight Attendant: (paused and thought for a moment) "Now that you mention it, I do!"
Me: "I rest my case."

Here’s the moral of the story. I was NOT a happy customer. I was, in fact, the kind of customer that makes you cringe when you see them heading toward you. And in seconds, she converted me from someone who could have been quite challenging to deal with into one who was actually happy and ended up complimenting her.

She brought a huge, authentic, warm and welcoming smile into our first interaction. Her warmth, that wonderful smile and the happy tone of her voice, changed me. For the better.

And who benefited from this encounter?

I did. Clearly.

But who else benefited from this? She did. She went from having to deal with a difficult, cantankerous, grumpy customer to being able to enjoy a rather happy, pleasant one. This made her job a lot easier

And finally, the company, Delta Airlines, benefited from the way she interacted with me. It was one more check in the column labeled “Why I will always be loyal to Delta and scream their praises to anyone who will listen.”

And here’s what’s really cool. It cost her NOTHING to do this. Zip. Zero. Nada. She apparently had just decided that, no matter what, she was going to greet everyone who came on board as if she was really, really, really happy to see them. And it worked.

Why not try this? Why not take responsibility for influencing your customers’ moods - for the better. Create the win-win-win for everyone involved.

Tiny investment. HUGE payoff.


 

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Mar
2018

How Your Rules Could Be Causing A Problem

By Linda Larsen - Tuesday, March 13, 2018
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As a motivational speaker who talks a lot about what makes people happy and successful, it is CRYSTAL clear to me exactly what needs to happen in order for the world to run smoothly: 

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Oct
2016

How To Stop Being Critical With Yourself

By Linda Larsen - Monday, October 24, 2016
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I was mortified. Literally, I could not speak. (Which, for a professional motivational speaker, is not a good thing.) 

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May
2013

Just Give Me Some Kind Of Sign

By Linda Larsen - Monday, May 27, 2013
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As a motivational speaker on customer service, I'm always looking for examples of great, and not-so-great customer service. And I didn't have to look far last week. 

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Mar
2013

Want $150? Just Ask For It!

By Linda Larsen - Wednesday, March 27, 2013
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As a motivational speaker, one of my biggest messages to my audiences is to boldly step up and ask for what you want. And probably because I talk about it so often, I actually remember to do it most of the time. This morning was one of those times - and it had a big payoff.  

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Mar
2013

That's Just the Way I Am - And Other Pitiful Myths

By Linda Larsen - Thursday, March 07, 2013
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You've seen it, right? When accused of something like, "You're so messy (lazy, self-centered, disorganized....whatever) the person responds with, "Yes, well. That's just the way I am." As if somehow, that makes it okay. 

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Feb
2013

Fun Twist on the Bucket List

By Linda Larsen - Monday, February 25, 2013
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I recently read a blog post by funny motivational speaker Tim Richardson about his Bucket List and it made me stop and think. While I don't have an actual bucket list, I did create something that I love a LOT that I would like to share with you.  

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