The Power of Purple

Recently, after waiting for over an hour in a virtual "line" to purchase a brand new product, due to overwhelming demand, the website crashed, ultimately losing my place in "line" and when the site was back up and available, the product was sold out. I was more than disappointed - as were thousands of other customers who had encountered the same issue. There was no acknowledgement or apology to those affected from the company. It was as if my time (and the thousands of other customers waiting in line alongside me) wasn't valuable and the company only cared about profits and being able to say that their new product "broke the internet".  I looked at the experience from my customer experience professional perspective and provided constructive feedback in the company's community forum. I was honest in voicing my disappointment with how things were handled, which included mentioning the loss of loyal customers, while providing suggestions for imp...

"I owe you big," "You owe me." "Now we're even."  We've all said these phrases many times. During a recent conversation with a close friend it was said more than once. I thought about this and realized that we all "keep score" to some degree in every relationship we have. But why? Why do we feel the need to compete in our relationships? Is there some need to always be the one with the upper hand? To control your relationships and manipulate the outcomes? While many people have motives for this, I think most of us just do it because "it's the way things are done." The old "you scratch my back and I'll scratch yours" way of thinking; with someone always coming out "on top". Life isn't about keeping score, it's about making sure that people feel empowered to pursue the things they choose, while being treated like the very special beings they are. We all do not want or desire the same things, so...

Do you listen to learn? "Most people don't really listen to hear what's being said, they listen to reply." While I can't remember who said this, I do believe it's true, for both business and in personal relationships. At it's simplest, it means that when we engage others in a conversation, we don't pay attention to what's being said. We listen so we can give our opinions. Many times while someone is speaking we think we know what's going to be said, or the direction a conversation will take. We're quick to chime in with our preconceived thoughts and opinions. Because we think we know best. But, in all honesty, how many times have we been wrong and it's entirely about something completely different? What if we actually placed our focus on the person speaking? What if we really listened to the words and the intent of what the other person is actually saying? What if we leaned in and really listened to what was being said? Wha...

Recently, an interaction left me shaking my head and laughing out of the sheer ridiculousness of what transpired. I was approached to complete a task using a software program. I was given step by step instructions on what to do in terms that a kindergartner would understand. Here's what I found ridiculously funny, not only do I know how to do what I was asked, I'm certified to train others in how to use this software. The person I was interacting with "assumed" I didn't know how to use this program at all; and spoke to me as if I couldn't understand the terminology without it being "dumbed down". It made me think of the people we interact with on a daily basis and the assumptions we make, many times automatically, and always based on what we see, hear, or have been led to believe from a title/role perspective. How many times have you interacted with someone who is completely disheveled, doesn't enunciate well, displays poor manners, ...

What drives you? I mean what really gets you going in the morning? What keeps you awake at night? Many times it's your calling or purpose and because of lifestyle choices, commitments, careers, and family you ignore it, until it either quietly dies or it manifests in a way that you cannot ignore. For me, it's making sure everyone has enough. By everyone, I mean just that - EVERYONE . No one deserves to go without decent clothes, or be forced to choose which utility to pay - their electricity, heat or water, and no one ever deserves to go hungry.  Especially our children and the elderly who are often times forgotten. It's often thought that "someone else" or a governmental subsidiary program will solve the problems of those who struggle to survive every day. While many programs offer some assistance, the cold hard truth is that many people go without every day. I remember growing up, the kitchen was the gathering place in my family. My grandmother always ask...

In a scene from a reality show, an elderly woman, who lives in a retirement community, receives a visit from 2 strangers. They want to return personal photos that belonged to the woman.  They had found them in a desk they had purchased. This story is touching and had the intended effect, but the sweet woman's very simple and powerful  statement  "My daughter came to visit last week...she doesn't live close and she's busy with her own life so she doesn't visit very often. I miss her and wish I could see her" brought me to tears. I mean big huge rolling streams that took a few minutes to get under control. How profound! It resonated deeply within my heart. I was reminded of my own mama and how far away she is. Although she is not in a retirement home and lives independently, I've been told that she says much the same thing throughout the year. Due to the multi-state distance, it's not easy to visit  in person more than once a year.  So many times, we...

My recent textbook case of what not to do to please a loyal customer of 15 years... This past Saturday I experienced some issues with my smart phone. After trying to troubleshoot on my own for about 2 hours, I called my carrier to speak with someone in tech support. The agent on the phone was friendly, professional, and very knowledgeable. She walked me through numerous procedures to identify whether it was just a broken SIM card or the phone itself. After roughly 3 hours of trying different things, we realized that nothing was going  to correct the problem. I was surprised when she stated she was going to arrange for replacement to shipped and delivered the following Monday. In addition, since we were unable to fully resolve the issue, I would also receive a credit on my next bill.  Once the call was completed, I received a text message asking for feedback on the call and service provided by this agent. I answered th...