For my first column in our COVID era, I want to start by thanking all the essential businesses who have kept their doors open, kept their employees working, and kept parts of our economy moving forward. To all the grocery store clerks and stockers, car mechanics, and restaurants offering take our and delivery, to our health care workers and police, fire and other first responders, please accept our sincerest gratitude for the important jobs you do every day. Thank you to everyone who made changes to their operations to better navigate social distancing.

One of the most important lessons we’ve learned over the past few months is just how much our customers mean to us. In this article, I want to focus this column on how to provide exceptional customer service, even during a pandemic. Here are some tips I’ve learned over the years along with a few that have come recently.

It’s all about relationships. Business has always had person-to-person relationships at its core. One of the most important lessons we try to impart to our new franchises is that customer service is the single most important factor to success. Why? Because caring for the customer is something that everyone must attend to every single day, and a customer who receives great customer service will leave you reviews, be a repeat customer, and give you great word-of-mouth advertising.

Make it easy to do business with you. Today’s marketplace is full of cost- and time-saving tips and tools for both businesses and customers, so take advantage. Be organized in your thoughts via email or social media. Keep your in-person customer area organized and tidy. Have a toll-free phone number for out of area callers. Write your contracts in plain English to make them easy to read and understand. Include a self-addressed stamped envelope or website link for customer surveys. Make sure your website is up to date, has key contact information front and center, and loads quickly on all devices—this includes laptops, desktops, mobile phones and tablets! You never know what platform your customer is using to reach you.

Greet customers with a smile. It costs nothing to be pleasant and you can do that both over the phone or from behind a mask at a safe social distance. A genuine, friendly greeting shows customers that you’re happy they’re there and that you’re excited to provide exceptional service. 

Be honest. Nothing will spoil a relationship faster than getting the runaround or being lied to. Never promise something you can’t deliver and never make up an answer if you don’t know what the answer really is. If something is out of stock, apologize and suggest an alternative. If shipping is taking longer than usual because of social distancing, be up front about it. When you tell customers that you’ll call them by a certain day or time, do it, even if you have nothing to report. No one likes to be left hanging, and it might make your customer look elsewhere. 

Be flexible. If you had told me at the beginning of the year that we’d be using video conferencing like we use email, I’d have laughed. But if there’s one thing I’ve learned over the last few months, it’s that anything can happen! Your day will not always go as planned, especially with these new safety measures. Be open to trying new methods and learn new things. You never know where the next brilliant idea will come from or if that skill will come in handy down the road.

Be thankful. Express heartfelt appreciation for your customers’ patronage. Be gracious, and not just because they bought something from you. Showing thanks is often the difference between a return customer and a one-time sale. The initial contact and end of the interaction leave the biggest impressions, so make sure to end on a high note.

Take care of yourself. Rest equals recharging your creativity and energy. That doesn’t just mean getting a good night’s sleep – it also means taking time to relax and play. When I learned that this isn’t “wasting” time, I found myself with more energy and ideas and interest in my work. That also means when you’re sick, stay at home and rest, too. In the time of coronavirus, keeping ourselves healthy is more important than ever.

Giving peace of mind with excellent customer service can make the difference between surviving and thriving in this competitive marketplace, whether you’re an essential business or not. And it will have customers returning to you once they can. Just sayin’. 

Published: New Mexico Apartment News Magazine – July/August 2020

Success is all about who you know and while that might be a cliché, even clichés are rooted in truth. Both personal and business accomplishments are about having the right connections, which lead to new opportunities.

But how can we form these connections quickly and authentically?  From spearheading my own company and forming a close group of friends, I’ve learned a thing or two about building relationships. Here are some ways to find and cultivate a positive network where everyone involved believes in the principal of win-win relationships. 

Make eye contact and smile. When you focus on the person speaking, you let them know they’ve been heard and that you aren’t worrying about what to make for dinner or rush hour traffic. Building off that, smiling is an easy way to convey warmth and likeability, and it’s contagious! People will walk away thinking you’re a friendly, relatable person, which is exactly what you want when creating connections. Some of the most important people in my life have been won over by a smile and genuine interest in what they have to say.

Give a firm handshake. Like Goldilocks and the Three Bears, you want a handshake that’s not too hard and not too soft. Research shows that people decide whether they like you or not within seconds of meeting you. No matter if it’s introducing yourself to a new trainer at the gym or a potential business partner, a firm handshake contributes enormously to a positive first impression.

Practice good hygiene. This might go without saying, but good hygiene is important for both social and psychological health. Not only does it reduce the risk of illness, but it also improves the way others view you. Taking care of yourself is an easy form of self-respect that encourages others to treat you with that same level of respect.

Listen more than you speak. Whether it’s a business deal or making plans with your friends, communication is key to a lasting relationship. Recap what you’ve heard to ensure you understood correctly. If you find you’re unsure, say, “If I’m understanding you correctly, you said….” Try it!  But most importantly, don’t talk over or interrupt the speaker! When you listen, you show the other person you respect what they have to say, whereas interrupting someone shows that you don’t care.

Remember names and tidbits. Practice using someone’s name in conversation. Not only does it help us cement their names in our mind, but it signals that you’re interested in making a connection with the other person.

Talk about yourself. Once you’ve done all the above tips, go ahead and reveal something about yourself. Find some common ground: a love for horses, a desire to be physically fit, or bettering your business. Whatever your meaningful, authentic connection is, just make sure it’s not gossip and it’s not a complaint. They’re instant turn-offs! No one wants to be around a Debbie Downer or Negative Nancy.

Be patient. Expecting an instant connection with anyone is unrealistic. Like most important things, it takes time to develop lasting relationships. Keep in mind that everyone has different comfort levels so don’t rush the process. You catch more flies with honey.

To be truly successful and reach our full potential, we should aim to create important and meaningful connections with a broad sweep of people. When we’re open to the universe putting the right people in our path, we’re sure to find relationships everywhere. Just sayin’. 

Published: New Mexico Apartment News Magazine – March/April 2020

Now that the holiday season has ended and the festivities are over, it’s time to focus on the New Year. Not only is January a time to pursue new opportunities but it’s a time of reflection. Looking back on the last few months lets you see just how far you’ve come and allows you to reevaluate the best way to achieve your goals.

But no matter how you approach 2020, keep in mind that this is also an opportunity to better yourself. Here are a few ideas to give you a boost.

Narrow Your Focus. Trying to do too many things at once scatters your focus. Start with one major undertaking and break that goal or project down into small, bite-size steps. For instance, instead of focusing on being able to run five miles a week, concentrate on jogging a little further every time you go for a run. Worthwhile goals take time to achieve, and persistence definitely pays off.

Change Your Outlook. Happy people don’t rely on outside sources and influences to determine their self-worth and sense of well-being. The happiest people I know look for internal sources of positivity and good energy rather than waiting for life to provide them with happiness. 

Stop Comparing Yourself to Others. It’s easy to look at someone else’s life and think, “They’ve got it made. I wish I had what they have.” Whenever you find yourself thinking these negative thoughts, keep in mind that we compare our behind-the-scenes to everyone else’s highlight reel. Everyone is fighting their own battles, even if you can’t see it.

Remember to Breathe. It’s easy to get caught in a downward spiral when problems rise. One thing that helps me is to ask myself, “Will this be causing me this much stress a month from now?” It never fails to provide some true perspective on the problem. We’ll never be able to completely avoid the stress the world throws at us but how we cope with it daily plays a huge role in shaping our overall happiness.

Cut Out Negative People. Your surroundings impact you tremendously. If you spend time with positive people, you’re more likely to be positive. So, do you best to cut out the naysayers in your life. This is a lot easier said than done; everyone, even your lifetime family and friends, can go through rough patches. If you realize their negativity is more the norm rather than the exception, it might be time to consider distancing yourself from them. Remember that you have a larger responsibility to take care of yourself than you do anyone else.

Organize Your Time. Keep a schedule to keep yourself on track. Learn to say no to demands that don’t align with your goals. Not only will you be less frantic, but you’ll also have more time to do the things that energize you. When you start filling in your schedule, make sure you set aside time for yourself.

The New Year gives us an opportunity to better ourselves by wiping the slate clean. It’s easy to get caught up in that initial wave of enthusiasm only to come crashing down when your efforts don’t produce immediate and amazing results. Take a deep breath, focus on the process itself, and stop comparing yourself to others. Being good to yourself gets you further in the long run. Just sayin’.

Published: New Mexico Apartment News Magazine – Jan/Feb 2020

The holidays are a time of both joy and stress, especially when you run a business. Instead of enjoying our families, we business owners, managers and supervisors feel guilty for not being more productive. And on the flip side, if we do keep working, we feel guilty for not spending more time with family.

Here are some tips I’ve collected to make the holidays less stressful but still feel like we’re accomplishing our business goals.

Pace yourself. The last thing you want is to disappoint, so make sure you end up with work and social activities that are manageable and that you can deliver on. This includes taking into account that other people might be on their holiday vacation, as well as remembering you also need your own sleep, exercise, and relaxation. You might feel like the Energizer Bunny now but it’s easy to wear yourself out. Remember to take care of yourself. No one wants to be sick over the holidays.

Schedule well ahead of time. Don’t wait until the last minute to ask for time off. Talk with your family and coworkers to find out how much time you and they would like to take off. And make sure to let everyone know when you will be gone. Keep in mind that not everyone celebrates the same way you do so don’t assume you’ll be able to make those last-minute plans to socialize with relatives or visit customer accounts.

Keep gift giving small. If you decide to give coworkers gifts, keep them small and low-cost. Or do something for the entire department, floor or building, like bringing something to share with the whole team.

Keep your exercise routine. Shorter days take their toll on everyone’s energy, and that’s before you throw in bad weather, increased traffic and a sense of needing to get everything done before time off. One way to get energized at the office is by getting exercise. Skip the elevator and use the stairs, park in the last row in the parking lot, or go for a walk outside each day at lunch.

The holidays are a fun and joyous time. Stay calm and focus on what needs to be done at the office when you’re there so that you can relax when you leave. Rather than feeling like you got off track because you were enjoying the good cheer of the season, continue the momentum you have going.  The key is remembering the holidays are a chance to just enjoy being with friends and family, including your work family! Just sayin’. 

Published: New Mexico Apartment News Magazine – Nov/Dec 2019

The fall is an opportunity to not only set new goals for the months to come but to remember those resolutions you made at the start of the year. Revisiting the hectic spring and summer months will reaffirm those goals and help you build momentum for the New Year. Don’t let this year’s goals carry over into next year.

Here are some ideas for taking stock of the past months and adjusting or resetting your goals for the future:

Review. Looking at where you’ve been tells you where you want to go. Think back on the year so far and the goals you set back in January. What were your big victories? What slowed you down? What would you have done differently if you had to do it over again? Taking the time to review these simple questions can make a huge difference in setting the tone for the rest of your year. 

Plan. There are probably items on your list you still want to make happen, right? Put them on the top of your To-Do list. This is helpful particularly if you know you have some big things coming up next year. Stop making excuses and accomplish those 2019 goals!

Start Small. A fresh start resets old ways of thinking and behaving, giving you an opportunity to change. Setting goals that are too far-flung can overwhelm you, which ultimately leads to disappointment. So instead of planning the entire year like you would in January, think about some short-term goals.

Find What Motivates You.  Are you a people person but stuck in a job that requires lots of alone time? Maybe that’s why your work goals seem so daunting. Figuring out what drives you means knowing what really matters to you. Remember to set goals that allow you to use this internal motivation. You’ll be amazed at how much you can get done.

Uncover Your Strengths. These are your talents, skills, and abilities—the things that people praise and seek your guidance for. Knowing what you’re best at allows you to take advantage of opportunities; most of the time these strengths and skills are the things we love to do or what we’re naturally good at. If your goals aren’t aligned with your strengths and skills, think about slowly shifting them towards what you really thrive at. This will make them much easier to achieve them.

Define Your Beliefs. Your strengths address “what?” Your values and principles answer “how?” These underlying beliefs steer everything you do and help define who you are or want to be. If you don’t value money, then reaching a sales goal probably won’t be easy. But if helping people is an underlying belief, then a goal of having 100% customer satisfaction could really get you moving.

The fall is a great time for reflection. Try turning over a new leaf and use these ideas to help you get a firm grasp on those last few goals of yours. Getting things in order for the rest of the year will help you feel less overwhelmed when the craziness of the holidays hit. Just sayin’.

Published: New Mexico Apartment News Magazine – Sept/Oct 2019

There are certain words, phrases, and tones that you use every day to create a better relationship with your customers. Because words have incredible power, they can either make someone’s day or destroy it. Words can get you a five-star review or turn even the most loyal customer against you. Here are a few lessons that I’ve learned over the years to help you use your words effectively.

Find out. Talk about what your customer’s needs are and what they want. Ask if they understand or have questions instead of over- or underexplaining. It’s easy to accidentally belittle someone when you’re trying to close a sale or resolve an issue. Remember that you can’t force a customer to make a decision. They need to feel comfortable and ready.

Think before you speak. Albert Mehrabian, a professor of psychology, came up with the rule determining that successful communication is made up of three parts: the words you use, your tone of voice, and your body language. Don’t believe me? Try this exercise. If someone asks you how you’re doing, tell them, “I’m doing really well. How about you?” What’s the response? Now try, this: “I guess I’m all right.” Quite a different reaction, right?

Watch your tone. Tone is everything, especially on the phone. Tone of voice, inflection, volume, and pace of your speech are much more important when you’re speaking to someone over the phone because they can’t see you. Customers will make judgments about your attitude, willingness to help, and even your personality based on the way you speak to them.

There is no “try.” Avoid telling customers that you will “try” to do something for them. To quote Yoda, “Do or do not. There is no try.” Use phrases like “Let me speak with my supervisor to see what we can do,” instead of “I’ll try.” Saying that you will do something helps clients feel secure. They’ll trust that you’re working hard for them instead of merely going through the motions.

Attitude is key. One of the first things I learned in business is to have an attitude of gratitude, and it’s one of the first things I teach both my employees and franchisees. Expressing thanks regularly and doing it well is one of the most profitable business strategies you can share.

Go old school. In a world of emails and texts, a handwritten thank you note goes a long way. Whether it’s a note for a coworker, employee, or a customer, it’s a sure way to stand apart from the crowd.

End on a high note. When you say “thank you” to your customers, they tell their friends and family about the exceptional service and products you deliver. Word of mouth recommendations lead to new customers, too, which is what everyone wants.

Remember that your words have more power than you think. Your customers want to know that you’re on their side and doing your best to help them. So watch what you say and how you say it—no one likes talking to a machine! Just sayin’. 

Published: New Mexico Apartment News Magazine – July/August 2019

With all the talk about downsizing, decluttering, and Marie Kondo-ing lately, it’s easy to imagine you can wave a magic wand and leave all of your worries behind. You’d spend your time on what really mattered to you, right?

Years ago, after a good dose of soul searching, I gave up a lucrative but highly stressful executive position. I wanted a simpler life. Here’s what I discovered along the way.

You are an asset. Think about that. If you work for someone else, you’re an asset to that company. You’re important to the community you live in, your neighbors, and to those you interact with you on a daily basis. Plus, your value grows, not diminishes.

Count your blessings. Having an attitude of gratitude changes negative thinking into a positive frame of mind. Research shows that practicing gratitude may be the best pathway to happiness, health, long life, and prosperity.

Reward yourself. Take a break, especially when things don’t go the way you’d like, and reward yourself when you succeed. Celebrate little things like checking off items on your to-do list with a special cup of tea or square of chocolate.

Nourish your body. Healthy eating means making choices you can live with and enjoy for the rest of your life. It doesn’t mean dieting, which is a short-term plan. The way we eat over the long term affects our entire well-being, helps us feel our best and gives us energy. Proper nutrition can help you handle stress better, too.

Exercise your mind. I remember that my dad read everything he could get his hands on and as a result he knew a little bit about everything. So cut down on television and social media, carry a book (Kindle counts) with you, or listen to an audio book or podcast during your commute.

Be open. Be open to learning something new. Diversify your thinking and the people and ideas around you. Change with the times. Your brain withers if it isn’t challenged everyday. 

Find a sounding board. Call your go-to person, someone who listens without judgement, advises when asked, and tells us we’re being silly, unreasonable, or just plain crazy. Having a person like this gives us a safe place to explore ideas and get encouragement when we need it. They hold us accountable to our goals, too.

Pare back. If money is a stressor, you have two choices:

Make more or spend less. Determine what’s “right” when it comes to how you earn, invest, and spend your income.

Make a sanctuary. Wherever it is, make this place special by decorating it in a way you love. Use color, texture, and music to create this sanctuary. Even a small, sunny nook for reading or listening to music can destress, relax, and recharge you.

There’s no special formula for a simpler life. Instead, I’m convinced that no matter how deep in debt or how rich, how unhappy or content at home or at work, you can make your life better. Sometimes all it takes is a bit of fine tuning, investing some time and energy into figuring out what you really want out of life. Sometimes it takes major change. Just sayin’.

Published: New Mexico Apartment News Magazine – May/June 2019

The key to keeping your life simple and healthy is creating consistent routines. I first wrote that back in 2011 and I still believe and practice it today. To quote F. Matthias Alexander, “People do not decide their futures. They decide their habits and their habits decide their futures.” And a routine is, after all, a habit.

I’ve come up with several routines over the years that have helped keep my body healthy and my mind focused, and here they are.

Schedule the Important Things. During the weekday you can develop good habits by working out or taking your favorite yoga class on scheduled days. Schedule appointments only on certain days, and make sure that Mondays and Fridays are left with no appointments so that you can gather your thoughts and catch up. This helps you deal with the unexpected while ensuring that the important things always get done.

Toss, File, Act. Try to spend 5 to 10 minutes each day keeping your work space well organized. Organization is a breeze when you go through the mail and toss, file, or act on it on a daily basis. Throw away things you don’t need and reorganize your desk before you quit working. Write out a to-do list at the end of the day and leave it for yourself the next morning. Do the same at home, too. Soon this will become a habit and a way of life.

Go-to Place. At home, find an area for things that you need on a daily basis: keys, purse, backpacks, or letters to be mailed. Also, keep a petty cash jar handy for all household members to use for parking, lunches, or a tip for the delivery person.

Don’t Forget Weekends. For us, we like to eat out on Friday nights. Saturday is our shopping day for food, clothes, or any other errands that need to be done. On Sundays, we like to stay at home and cook for the week. This routine is a way to unplug and relax from the hectic week, something we look forward to. Having this day to regroup also helps us to prepare for the week ahead. 

Get Some Sleep. We all need between 7 and 9 hours of good, quality sleep per night to function at our best. So commit to getting into bed and turning the light out an hour earlier than usual. Or take a nap in the afternoon on the weekends. 

Walk the Dog. You and your best friend will benefit from a routine walk or hike. That’s why my time to walk my dog Jake is on the weekends, without fail. As soon as I put my baseball cap on and pull down his leash, he’s ready to go. Even he’s on a routine! This clears my mind and helps both of us to stay active and moving.

Attitude of Gratitude. Buy yourself a journal and spend a few minutes a day counting your blessings. Gratitude gives you a positive frame of mind. Research shows that routinely practicing gratitude may be the best pathway to happiness, health, long life, and prosperity.

Replace Habits. Make an effort to identify bad habits. Focus on creating new, positive ones to replace the bad. For example, I love to watch TV, especially the Food Network. But instead of focusing on the negative aspects of reducing my TV time, I developed a routine of sitting quietly, reading with soft music playing in the background. This breaks up the not-so-good habit with a better one and keeps me balanced.

You’ve heard it all before; repetition strengthens and confirms. Knowing you can fall back on built-in routines will get you through the day and further develop healthy habits. Just sayin’.

Published: New Mexico Apartment News Magazine – March/April 2019

It’s finally time to usher in the new year! Now that the winter holidays are over, I’m looking forward to having the time to reevaluate myself, my home, my work, and my relationships, and make changes where needed.

How are you planning to make the most of 2019? What will it take to make sure you fulfill your new year resolutions? Think about it! Here are a few tips that will help give you a fresh outlook for the coming year.

Forget About It. Your setbacks and failures do not define your success in the coming year. How you respond to them does. Don’t beat yourself up if you mess up. Don’t let your mishaps and setbacks affect you more than they should. Reflect on the lessons they hold, make adjustments accordingly, and get back in the saddle.

Learn to Let Go. When you give too much credence to other people’s opinions, you end up trying to please everyone with every decision you make. That’s a recipe for discontent. Stop doing it. Learn to let their expectations run off like water off a duck’s back.

Change Your Perspective. Whenever I get stuck in a rut, I change something. I take a different route to work. Or I tweak my hair or nail color. Or I try a new recipe for dinner. Or I reorganize my closet and wear clothes I rarely reach for. I already have exactly what I need, I just need to look at things differently.

Commit to be Fit. And not just physically. Join a class at your fitness club, an exercise group, or a sports team. Not only will you get in shape and lose a little weight, you develop both mental and physical strength. A healthy mind and active body work in unison to make you a happier, healthier person.

Get Out.  Studies show that being outside for even half an hour a day has amazing health benefits—both mentally and physical! Here in New Mexico, we’re lucky to be able to enjoy the outdoors year-round, so I do my best to make the most of it by taking walks and eating outside. 

Help. Volunteer to help others—people, animals, the planet, whatever! Whether you choose to spend time helping out at your local library, walking dogs at the shelter, or building a house for someone in need, there are always nonprofit organizations that want and could really use your help. If your time is in short supply, why not just clean out your clutter? Donate your old furniture, clothing, or other household items you no longer need rather than leaving them in basements and attics to collect dust.

Look Forward. Research tells us that having something to look forward to—a vacation, a sporting event or concert—is as rewarding to us as the actual event. I print out road trip directions, marking places to stop along the way. I get excited about lunch dates with friends and mark them in BIG BLOCK letters on the calendar. But my favorite is to get away for a night or two with my spouse at a great hotel, and have a romantic dinner and a wonderful massage. While we don’t go far or spend much, I come back feeling like I’ve been a world away.

The near year is an opportunity to start fresh, so make the most of it. It’s the perfect time to reevaluate and make improvements. Just sayin’. 

Published: New Mexico Apartment News Magazine – January/February 2019

Many of us start the holiday season with high expectations. But all too often, our dreams of a picture-perfect holiday leave us frazzled and stressed. As we race to find the perfect gifts, make the perfect meals, and open our perfect homes to our perfect family, in-laws, and friends, the holiday season floods with everything but joy.

I don’t know about you, but in my life, nothing is perfect! Someone’s gift is not quite the right size, color, or flavor. The potatoes get burnt, the roast is dry, and the house is a constant mess. But this year can be different! Here are some easy ways to turn this holiday season into one to remember.

Movie Night. Everyone has a favorite holiday movie. Why not invite a few of your friends or gather up the family and arrange a holiday movie night? Then you just need to sit back and enjoy It’s A Wonderful Life, Love Actually, or The Holiday. Or, for those more action-packed movie fans, Home Alone.

Start a Tradition. Another way to make this your best holiday ever is to start a tradition. You could invite your family or friends over for a fall football game (either watch or play), purchase an ornament, host a cookie or recipe exchange, or visit somewhere new. Here in New Mexico, we have tamale-making parties and luminaria tours. Make your holiday tradition something that’s meaningful for everyone.

Be Realistic. The holidays don’t have to be exactly the same as last year. As families change and grow, traditions and rituals often change as well. Be open to creating new ones. For example, if your older children can’t come “home,” find new ways to celebrate together, such as sharing pictures, emails, or videos. Or think about taking turns hosting the holidays.

Shop Online. You can find pretty much everything online these days. With meal and grocery delivery services and other online stores, you can even have your Christmas tree shipped right to your door. You can even spring for gift wrapping. 

Find Time for Yourself. Make sure to carve some time for yourself, your partner, or friends. Maybe it’s getting away for a couple of days to your favorite spa and resort, or an afternoon by the fire with good book. Do something that makes you happy so you don’t feel like all your energy went into planning and worrying about everyone else’s happiness.

Move. Unless you can get your 10,000 steps in at the mall, keeping your exercise routine is key to destressing the holidays. Exercise releases endorphins (the feel-good hormones) and helps work off the added calories of holiday treats. Ask a visiting family member to join you, hitch up the dog, and go. Or head to yoga with a buddy and tone up those muscles. Your body will thank you.

Learn to Say No. Saying yes when you should say no can leave you feeling resentful and overwhelmed. Sometimes you just need an evening at home instead of another social event, dinner or party. Friends and colleagues will understand if you can’t participate in every project or activity.

When the roast is burnt and the potatoes dry, open another bottle of wine and laugh! Laughter is what the holidays are ultimately about. Just sayin’.

Published: New Mexico Apartment News Magazine – November/December 2018