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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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Nov
2019

Are You Throwing Away Your Shot?

By Linda Larsen - Tuesday, November 19, 2019
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Many motivational speakers, myself included, are passionately interested in knowing how a person, with little or no resources, can achieve extraordinary outcomes in life. Said another way, how do people achieve results that seem to defy logic?
 

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Nov
2019

Please Let Me Give You More Money

By Linda Larsen - Tuesday, November 12, 2019
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I am a motivational speaker by profession, but I used to be an actor for many years. As such, my favorite pastime whenever I'm not working is to go see live theater.  And even though this experience I am about to tell you about happened almost four years ago, the fact that I remember it so vividly really makes my point. It happened when I saw Noah Racey's Pulse at the Asolo State Theater. Four times. In one week.  

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Nov
2019

The WORST Customer Service Comment In the History of the World!

By Linda Larsen - Tuesday, November 05, 2019
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I felt like I was the lead actor in a surreal reality television show. A show about the real-life, almost unbelievable customer service experiences of a motivational speaker who just happens to talk about how to provide exceptional customer service.  Grab your popcorn. 

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Apr
2019

What's The Problem Anyway

By Linda Larsen - Wednesday, April 03, 2019
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I was wearing my motivational speaker hat, getting ready to speak to a group of teachers. And while I was doing that - I was musing to myself. You know, making one of those nonverbal sounds as I looked at the table the hotel audio/visual guy had brought me.  I was thinking, "that's just about the perfect size for my props."  

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Mar
2019

The Compelling Case for Talking

By Linda Larsen - Wednesday, March 20, 2019
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An article in Psychology Today reported that women who "self-silence" during arguments with their spouses are four times more likely to die over a ten year period that their peers who express themselves. 

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Feb
2019

How to Become a Wildly Successful Motivational Speaker

By Linda Larsen - Friday, February 01, 2019
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I frequently have people say to me, "I think I'd make a good motivational speaker. How do I go about it?" And since I get this question a LOT, I decided to my share my advice in a blogpost so that I can direct people here when they are looking for answers. And while this isn't everything you need to know, it's a great start. 

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Nov
2018

How to Turn a Difficult, Idiot Patient Into Your Greatest Raving Fan

By Linda Larsen - Wednesday, November 07, 2018
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“Stand here, bite down on the mouth piece and take a step forward,” the dental assistant said as she put me in the zippy 3D panoramic x-ray machine.  It was clear she wasn’t thrilled to be doing this since I was being seen on an emergency basis right at closing time and this was making her stay late.  I did as she asked. 

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Jul
2018

How to Give Your Patients What they REALLY Want!

By Linda Larsen - Wednesday, July 11, 2018
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"Happy energy,” the director responded when I asked why he selected me as one of the actors for the newest Coors Beer national commercial.  He had auditioned over one thousand actors for the ten very small (3 second) principle on-camera roles, one of which I had gotten.    

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Dec
2016

How to Stay Seriously Stuck

By Linda Larsen - Thursday, December 01, 2016
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I suppose ALL motivational speakers on the planet talk about what TO do in order to be successful in life, but it suddenly occurred to me that it might also be of value to talk about what NOT to do. Like what NOT to do if I had some habit that I wanted to change. A habit like…oh, I don't know…eating sugar. How about that one. So instead of looking at what I SHOULD be doing to change this crappy behavior, let me look at what I am doing that is keeping me stuck. And if you are interested in changing some self-destructive habit, here are a few things that may be keeping you stuck. I'll use the example of my sugar consumption: 

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