From Shep Hyken:
A departure from the typical customer service tip, here is a motivational story...Recently I ran into an old friend, Michael Packman, who I grew up with. We were talking about our kids and he told me a great story about his daughter, Amanda.When Amanda was younger, Michael had the idea to ask her a question to see if she was an optimist or a pessimist. So, he set a half-filled glass of water in front of her and asked:“Is the glass half-full or half-empty?”Her response took him by surprise. Amanda said:”That depends if you are drinking or pouring.”Metaphorically speaking, the next time you have a "half-filled glass of water," what will be the answer to the question? Is it half-empty, half-full - or is there another answer? Sometimes the less obvious answer is a better one, or at least another alternative.
Web: www.hyken.com
Friday, March 19, 2010
The Dam letter
Sometimes we have to deal with customer responses and resolve issues in a dignified manor.
"The pen (it is said) is mightier than the sword" as you will see!
This is an actual letter sent to a man named Ryan DeVries regarding a pond on his property. It was sent by the Pennsylvania Department of Environmental Quality, State of Pennsylvania . This guy's response is hilarious, but read The State's letter before you get to the response letter. State of Pennsylvania 's letter to Mr. DeVries: SUBJECT: DEQ File No.97-59-0023; T11N; R10W, Sec 20; Lycoming County Dear Mr. DeVries: It has come to the attention of the Department of Environmental Quality that there has been recent unauthorized activity on the above referenced parcel of property. You have been certified as the legal landowner and/or contractor who did the following unauthorized activity: Construction and maintenance of two wood debris dams across the outlet stream of Spring Pond. A permit must be issued prior to the start of this type of activity.. A review of the Department's files shows that no permits have been issued Therefore, the Department has determined that this activity is in violation of Part 301, Inland Lakes and Streams, of the Natural Resource and Environmental Protection Act, Act 451 of the Public Acts of 1994, being sections 324.30101 to 324.30113 of the Pennsylvania Compiled Laws, annotated. The Department has been informed that one or both of the dams partially failed during a recent rain event, causing debris and flooding at downstream locations.. We find that dams of this nature are inherently hazardous and cannot be permitted. The Department therefore orders you to cease and desist all activities at this location, and to restore the stream to a free-flow condition by removing all wood and brush forming the dams from the stream channel. All restoration work shall be completed no later than January 31, 2010. Please notify this office when the restoration has been completed so that a follow-up site inspection may be scheduled by our staff. Failure to comply with this request or any further unauthorized activity on the site may result in this case being referred for elevated enforcement action.. We anticipate and would appreciate your full cooperation in this matter. Please feel free to contact me at this office if you have any questions.
Sincerely, David L. Price District Representative and Water Management Division.
The response :
Here is the actual response sent back by Mr. DeVries:
Re: DEQ File No.. 97-59-0023; T11N; R10W, Sec. 20; Lycoming County
Dear Mr..Price,
Your certified letter dated 11/17/09 has been handed to me. I am the legal landowner but not the Contractor at 2088 Dagget Lane , Trout Run, Pennsylvania .
A couple of beavers are in the (State unauthorized) process of constructing and maintaining two wood 'debris' dams across the outlet stream of my Spring Pond. While I did not pay for, authorize, nor supervise their dam project, I think they would be highly offended that you call their skillful use of natures building materials 'debris.'
I would like to challenge your department to attempt to emulate their dam project any time and/or any place you choose. I believe I can safely state there is no way you could ever match their dam skills, their dam resourcefulness, their dam ingenuity, their dam persistence, their dam determination and/or their dam work ethic.
These are the beavers/contractors you are seeking. As to your request, I do not think the beavers are aware that they must first fill out a dam permit prior to the start of this type of dam activity.
My first dam question to you is: (1) Are you trying to discriminate against my Spring Pond Beavers, or (2) do you require all beavers throughout this State to conform to said dam request?
If you are not discriminating against these particular beavers, through the Freedom of Information Act, I request completed copies of all those other applicable beaver dam permits that have been issued. (Perhaps we will see if there really is a dam violation of Part 301, Inland Lakes and Streams, of the Natural Resource and Environmental Protection Act, Act 451 of the Public Acts of 1994, being sections 324.30101 to 324.30113 of the Pennsylvania Compiled Laws, annotated.)
I have several dam concerns.. My first dam concern is, aren't the beavers entitled to legal representation? The Spring Pond Beavers are financially destitute and are unable to pay for said representation -- so the State will have to provide them with a dam lawyer.
The Department's dam concern that either one or both of the dams failed during a recent rain event, causing flooding, is proof that this is a natural occurrence, which the Department is required to protect. In other words, we should leave the Spring Pond Beavers alone rather than harassing them and calling them dam names.
If you want the damed stream 'restored' to a dam free-flow condition please contact the beavers -- but if you are going to arrest them, they obviously did not pay any attention to your dam letter, they being unable to read English.
In my humble opinion, the Spring Pond Beavers have a right to build their unauthorized dams as long as the sky is blue, the grass is green and water flows downstream. They have more dam rights than I do to live and enjoy Spring Pond. If the Department of Natural Resources and Environmental Protection lives up to its name, it should protect the natural resources (Beavers) and the environment (Beavers' Dams).
So, as far as the beavers and I are concerned, this dam case can be referred for more elevated enforcement action right now. Why wait until 1/31/2010? The Spring Pond Beavers may be under the dam ice by then and there will be no way for you or your dam staff to contact/harass them.
In conclusion, I would like to bring to your attention to a real environmental quality, health, problem in the area It is the bears! Bears are actually defecating in our woods. I definitely believe you should be persecuting the defecating bears and leave the beavers alone. If you are going to investigate the beaver dam, watch your dam step! The bears are not careful where they dump!
Being unable to comply with your dam request, and being unable to contact you on your dam answering machine, I am sending this response to your dam office.
THANK YOU,
RYAN DEVRIES & THE DAM BEAVERS
"The pen (it is said) is mightier than the sword" as you will see!
This is an actual letter sent to a man named Ryan DeVries regarding a pond on his property. It was sent by the Pennsylvania Department of Environmental Quality, State of Pennsylvania . This guy's response is hilarious, but read The State's letter before you get to the response letter. State of Pennsylvania 's letter to Mr. DeVries: SUBJECT: DEQ File No.97-59-0023; T11N; R10W, Sec 20; Lycoming County Dear Mr. DeVries: It has come to the attention of the Department of Environmental Quality that there has been recent unauthorized activity on the above referenced parcel of property. You have been certified as the legal landowner and/or contractor who did the following unauthorized activity: Construction and maintenance of two wood debris dams across the outlet stream of Spring Pond. A permit must be issued prior to the start of this type of activity.. A review of the Department's files shows that no permits have been issued Therefore, the Department has determined that this activity is in violation of Part 301, Inland Lakes and Streams, of the Natural Resource and Environmental Protection Act, Act 451 of the Public Acts of 1994, being sections 324.30101 to 324.30113 of the Pennsylvania Compiled Laws, annotated. The Department has been informed that one or both of the dams partially failed during a recent rain event, causing debris and flooding at downstream locations.. We find that dams of this nature are inherently hazardous and cannot be permitted. The Department therefore orders you to cease and desist all activities at this location, and to restore the stream to a free-flow condition by removing all wood and brush forming the dams from the stream channel. All restoration work shall be completed no later than January 31, 2010. Please notify this office when the restoration has been completed so that a follow-up site inspection may be scheduled by our staff. Failure to comply with this request or any further unauthorized activity on the site may result in this case being referred for elevated enforcement action.. We anticipate and would appreciate your full cooperation in this matter. Please feel free to contact me at this office if you have any questions.
Sincerely, David L. Price District Representative and Water Management Division.
The response :
Here is the actual response sent back by Mr. DeVries:
Re: DEQ File No.. 97-59-0023; T11N; R10W, Sec. 20; Lycoming County
Dear Mr..Price,
Your certified letter dated 11/17/09 has been handed to me. I am the legal landowner but not the Contractor at 2088 Dagget Lane , Trout Run, Pennsylvania .
A couple of beavers are in the (State unauthorized) process of constructing and maintaining two wood 'debris' dams across the outlet stream of my Spring Pond. While I did not pay for, authorize, nor supervise their dam project, I think they would be highly offended that you call their skillful use of natures building materials 'debris.'
I would like to challenge your department to attempt to emulate their dam project any time and/or any place you choose. I believe I can safely state there is no way you could ever match their dam skills, their dam resourcefulness, their dam ingenuity, their dam persistence, their dam determination and/or their dam work ethic.
These are the beavers/contractors you are seeking. As to your request, I do not think the beavers are aware that they must first fill out a dam permit prior to the start of this type of dam activity.
My first dam question to you is: (1) Are you trying to discriminate against my Spring Pond Beavers, or (2) do you require all beavers throughout this State to conform to said dam request?
If you are not discriminating against these particular beavers, through the Freedom of Information Act, I request completed copies of all those other applicable beaver dam permits that have been issued. (Perhaps we will see if there really is a dam violation of Part 301, Inland Lakes and Streams, of the Natural Resource and Environmental Protection Act, Act 451 of the Public Acts of 1994, being sections 324.30101 to 324.30113 of the Pennsylvania Compiled Laws, annotated.)
I have several dam concerns.. My first dam concern is, aren't the beavers entitled to legal representation? The Spring Pond Beavers are financially destitute and are unable to pay for said representation -- so the State will have to provide them with a dam lawyer.
The Department's dam concern that either one or both of the dams failed during a recent rain event, causing flooding, is proof that this is a natural occurrence, which the Department is required to protect. In other words, we should leave the Spring Pond Beavers alone rather than harassing them and calling them dam names.
If you want the damed stream 'restored' to a dam free-flow condition please contact the beavers -- but if you are going to arrest them, they obviously did not pay any attention to your dam letter, they being unable to read English.
In my humble opinion, the Spring Pond Beavers have a right to build their unauthorized dams as long as the sky is blue, the grass is green and water flows downstream. They have more dam rights than I do to live and enjoy Spring Pond. If the Department of Natural Resources and Environmental Protection lives up to its name, it should protect the natural resources (Beavers) and the environment (Beavers' Dams).
So, as far as the beavers and I are concerned, this dam case can be referred for more elevated enforcement action right now. Why wait until 1/31/2010? The Spring Pond Beavers may be under the dam ice by then and there will be no way for you or your dam staff to contact/harass them.
In conclusion, I would like to bring to your attention to a real environmental quality, health, problem in the area It is the bears! Bears are actually defecating in our woods. I definitely believe you should be persecuting the defecating bears and leave the beavers alone. If you are going to investigate the beaver dam, watch your dam step! The bears are not careful where they dump!
Being unable to comply with your dam request, and being unable to contact you on your dam answering machine, I am sending this response to your dam office.
THANK YOU,
RYAN DEVRIES & THE DAM BEAVERS
Friday, March 5, 2010
Create Moments of Magic
From Seth Hymans top 5
Moments of Truth, Misery & Magicby Shep Hyken, CSP
It's all about creating Moments of Magic! What is a Moment of Magic and where did it come from?In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a book, Moments of Truth. In his book, Carlzon defines the moment of truth in business as this:“Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”From this simple concept, Jan Carlzon took an airline that was failing and turned it around to be one of the most respected airlines in the industry.Some examples of moments of truth in Jan Carlzon’s airline business are:when you call to make a reservation to take a flight, when you arrive at the airport and check your bags curbside,when you go inside and pick up your ticket at the ticket counter,when you are greeted at the gate,when you are taken care of by the flight attendants onboard the aircraft,and when you are greeted at your destination.All of these are main moments of truth, and notice that they are all controlled by people. There are many moments of truth that are not controlled by people, such as advertisements (radio, television, billboards, newspapers, etc.). The emphasis of this article is on the moments of truth that we, as people, have control over. These are the points of contact that our customers and clients have directly with us and our organization.Mentioned above are a number of the main moments of truth, not just at Jan Carlzon’s airline, but in virtually all commercial airlines. These are the main ones. And while these may be the most important, there are lots of small ones as well. For example, you might be walking toward your gate at the airport and walk by a couple Scandinavian employees. They look up and smile at you. Now that may be a small moment of truth, but it is an important one. It adds to the total experience of the customer.Disney has taken the small moments of truth to an even higher level. They understand the importance that these small moments of truth have on their customers. They train their cast members (Disney’s term for employees) to acknowledge the guest (Disney’s term for a customer) with a smile or facial expression if within ten feet. If the cast member gets within five feet of the guest, they are to acknowledge them verbally. All of the little moments of truth, combined with the major ones, with the addition of the product or service your organization is selling, add up to the overall level of a customer’s satisfaction.Jan Carlzon said there are good moments of truth and bad moments of truth. I believe there is a third type - average moments of truth. Average is middle-of-the-road - simply acceptable, but not great. I have a term for the good and bad ones. The bad ones are referred to as moments of misery, and the good ones are referred to as moments of magic.Our goal should be to create all great moments of magic, even if they start out to be moments of misery. Sometimes a customer may have a legitimate complaint. We not only need to fix problems and complaints, we also need to give customers a reason to want to come back and continue to do business with us again and again. Even if we fix a problem, it doesn’t mean the customer is coming back. For example, if you own a restaurant and one of your guest’s meals is over cooked, don’t simply fix it or take it off of the bill. Consider giving the guest a business card with a note that gives him or her a round of drinks or a free appetizer the next time they come back.At times these moments of misery may not even be our fault. The customer may just be having a terrible day. For example, a customer may be checking into a hotel. This person may have had three flights delayed and he or she is in a very bad mood. It is not the hotel’s fault the customer is unhappy due to the airline’s delayed flights. But, it is the person who is checking in this irate customer who has the opportunity to start to turn the customer’s mood around. It is an opportunity to take someone else’s moment of misery and turn it into the hotel’s moment of magic.So, manage your moments of truth. Seize every one of them, even if they are moments of misery, as opportunities to show how good you and your organization are. This will go a long way in building long-term customer loyalty and total customer satisfaction.
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs, books, tapes and learning programs contact (314)692-2200 or Shep@hyken.com. (http://www.hyken.com)
Moments of Truth, Misery & Magicby Shep Hyken, CSP
It's all about creating Moments of Magic! What is a Moment of Magic and where did it come from?In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a book, Moments of Truth. In his book, Carlzon defines the moment of truth in business as this:“Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.”From this simple concept, Jan Carlzon took an airline that was failing and turned it around to be one of the most respected airlines in the industry.Some examples of moments of truth in Jan Carlzon’s airline business are:when you call to make a reservation to take a flight, when you arrive at the airport and check your bags curbside,when you go inside and pick up your ticket at the ticket counter,when you are greeted at the gate,when you are taken care of by the flight attendants onboard the aircraft,and when you are greeted at your destination.All of these are main moments of truth, and notice that they are all controlled by people. There are many moments of truth that are not controlled by people, such as advertisements (radio, television, billboards, newspapers, etc.). The emphasis of this article is on the moments of truth that we, as people, have control over. These are the points of contact that our customers and clients have directly with us and our organization.Mentioned above are a number of the main moments of truth, not just at Jan Carlzon’s airline, but in virtually all commercial airlines. These are the main ones. And while these may be the most important, there are lots of small ones as well. For example, you might be walking toward your gate at the airport and walk by a couple Scandinavian employees. They look up and smile at you. Now that may be a small moment of truth, but it is an important one. It adds to the total experience of the customer.Disney has taken the small moments of truth to an even higher level. They understand the importance that these small moments of truth have on their customers. They train their cast members (Disney’s term for employees) to acknowledge the guest (Disney’s term for a customer) with a smile or facial expression if within ten feet. If the cast member gets within five feet of the guest, they are to acknowledge them verbally. All of the little moments of truth, combined with the major ones, with the addition of the product or service your organization is selling, add up to the overall level of a customer’s satisfaction.Jan Carlzon said there are good moments of truth and bad moments of truth. I believe there is a third type - average moments of truth. Average is middle-of-the-road - simply acceptable, but not great. I have a term for the good and bad ones. The bad ones are referred to as moments of misery, and the good ones are referred to as moments of magic.Our goal should be to create all great moments of magic, even if they start out to be moments of misery. Sometimes a customer may have a legitimate complaint. We not only need to fix problems and complaints, we also need to give customers a reason to want to come back and continue to do business with us again and again. Even if we fix a problem, it doesn’t mean the customer is coming back. For example, if you own a restaurant and one of your guest’s meals is over cooked, don’t simply fix it or take it off of the bill. Consider giving the guest a business card with a note that gives him or her a round of drinks or a free appetizer the next time they come back.At times these moments of misery may not even be our fault. The customer may just be having a terrible day. For example, a customer may be checking into a hotel. This person may have had three flights delayed and he or she is in a very bad mood. It is not the hotel’s fault the customer is unhappy due to the airline’s delayed flights. But, it is the person who is checking in this irate customer who has the opportunity to start to turn the customer’s mood around. It is an opportunity to take someone else’s moment of misery and turn it into the hotel’s moment of magic.So, manage your moments of truth. Seize every one of them, even if they are moments of misery, as opportunities to show how good you and your organization are. This will go a long way in building long-term customer loyalty and total customer satisfaction.
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep’s speaking programs, books, tapes and learning programs contact (314)692-2200 or Shep@hyken.com. (http://www.hyken.com)
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