Bad manners….NO THANKS!

Embedding any change is not an easy task and this includes converting repeat offenders with appalling manners.  That is why I admire those leaders who sign up for the challenge and keep the momentum alive by demonstrating good behaviour and calling out those who step out of line, without compromising on the important values of respect and fairness.

Enough with the excuses of: I’m time poor, under pressure, under budget constraints, etc.  It’s like we are stuck in a time warp and somehow think we can justify poor behaviour/bad manners.   Sure I can accept that we’re not perfect.  We are human beings after all.  We have our bad days.  I know I do.  I can accept that we are unpredictable and our circumstances and/or environment have the potential to influence our behaviour.  However, this preconditioned belief that we are the product of our environment needs to stop BECAUSE we have a choice.  Some of us are more impulsive than others BUT there is no excuse for the repeat offenders!  Pulling out the power trip or just being down right rude, frankly won’t cut the mustard.  If you continuously demonstrate poor behaviour, you need to go back to basics and learn some good old fashioned manners.

That is why I am so grateful when I experience common courtesy of ‘please’ and ‘thank you’ and service with a smile.   It makes my day, it really does.

Now since espoused codes of conduct and ethical behaviour policies are not gaining any traction, perhaps the answer is going back to basics such as educating not only schools but organisations on grooming and deportment (to demonstrate and reinforce good manners) with an added element of Emotional Intelligence (EQ) which in my mind is a prerequisite to mastering one’s soft skills.  I think this might be my calling!

Do you experience poor behaviour/bad manners in your working environment?

Do you think organisations would benefit from some education on grooming & deportment as well as emotional intelligence?

Hope and gratitude

Hope and gratitude

A great way to boost your confidence is to channel your attitude towards a happy and peaceful place allowing you to refocus and stay positive.
This morning I stumbled across this picture my daughter took as we walked along the coastline of City Beach, WA. So peaceful and breathtaking. Truly something to be grateful for.
Today I am hopeful a great new home will manifest itself in the nick of time as I have to move homes.

Honesty is the best policy!

I’m curious to hear from those around the globe in terms of their customer service experience whether you’re buying a coffee or purchasing a car.  The more liaising I had to do this week with various service providers, the more I realised just how poorly trained these customer service representatives were in their respective industries.  To paint the picture, I was liaising with Volkswagen service centre with regards to updating my navigation system with the latest maps only to be told that it would cost $500 to do so.  I couldn’t believe it and of course challenged this fee, especially since the sales rep never mentioned any ongoing costs associated with updating the navigation system. 

As usual it had to be escalated to the service manager who proceeded with even more excuses by referring me to the sales manager as it didn’t have anything to do with the service centre….blah…blah.  Here we go I thought, this is going to take a while but I wasn’t going to let it go.  I cautioned the service manager that his sales rep engaged in unethical and misleading on-selling of the navigation system without informing the customer of ongoing costs associated with updating the navigation system.  I proceeded to plead my case that had this information been disclosed by the sales rep, I would have stuck to a $60 tom-tom which plugs into the internet and away you go…..no hefty $500 update fees. I was frustrated by the blame game between the sales and service centres and threated to go to Volkswagen directly as I was clearly mislead and was not prepared to bear the costs of updating the navigation system. 

To cut a long story short, my persistence paid off as the service manager rings me to say that he had spoken to the sales managers and Volkswagen would bear the costs of ….wait for it… now it was $700 for the upgrade.  I will say it now and continue to take it to my grave…..even if I only had one day to live, I would still want the honest answer.  How on earth will we become a better society unless we are open, honest and transparent?  I have never had an issue paying for a service, so long as you are transparent with your fees and charges AND you actually carry out the service I paid for.

Are you like me sick and tired of being shafted by poor customer service?

Do you think its lack of education/training/transfer of knowledge in their respective industries?

Are managers really managing or merely passing the buck when they should be focusing on poor performance and identifying the gaps?

From humble beginnings…….a triumph moment

From humble beginnings.......a triumph moment

I’d be lying if I said there weren’t some tears in my eyes last night as I sat and took in all the excitement of Graduation Day. I quietly mumbled to myself….hell yeah this feels incredible. I made it! Despite all the challenges. This moment was not only for the graduates but for all the friends and family who supported us mentally, physically and financially. I thank you all from the bottom of my heart. This achievement reminded me not only that with the right attitude and commitment anything is possible but also that it’s never too late to follow your dream!

Make today a triumph moment by dedicating yourself to your dream, you owe yourself this much. Don’t wait for someone’s opinion or approval. If you are truly passionate about your dream, go for it. Those who truly care about you, will support you through the ups and downs. It won’t be easy. Your dream will require grit and determination. There will be setbacks and tears but they are all a necessary part of your journey, a journey worth exploring!

Keeping your dream alive

Stay strong, stay hopeful, stay courageous.

You may not have all the answers today but that doesn’t mean giving up.  Continue to tackle them with enthusiasm and patience.  Reach out to someone. Don’t be afraid to ask for help.

Life was not meant to be easy….more like challenging and eventful.  At the end of the day, its our attitude that determines whether our life’s journey was positive, negative or simply a valuable lesson well worth the ride!

Giving up is easy…..keep your dream alive, its worth fighting for!