Aloha! While I do have a few things I would love to write about, I’ve decided to take a little break and focus on a couple big projects I’m currently working on. Aloha for now!
Overall rating: 5/5
Hosted by: Adam Silver (HeyAdamSilver)
I’m currently listening to around 30 podcasts each week, but Kitchen Sink WordPress is always the first one I start with. Adam does an awesome job of squeezing a lot of quality content into a short time. In addition to learning new tips, tricks, and tools, you’ll also hear what WordCamps are coming up, interviews, listener questions and answers, and more! He’s completely transparent, not only with products or services he uses or recommends but what he’s personally doing and whether it’s working or not.
I was lucky enough to meet Adam Silver at WordCamp Dayton 2015, my first-ever WordCamp. I’ve seen him at a couple WordCamps since then. He is always very friendly, knowledgeable, approachable, and it seems like his sense of humor is very close to mine. Thanks for producing a wonderful podcast, Adam – and for being a great example for others in the WordPress community!
I came to the conclusion that I’ve had a lot of interests online the last few years – too many interests. I wanted to get into social media, search engine optimization, marketing, and pretty much everything else. I found myself following over 3,000 people on Twitter, subscribed to all kinds of mailing lists, and listening to a wide variety of podcasts.
While I’m still interested in all those topics, I realized I just don’t have time to learn everything. I’ve set my priorities, started over with my website, unfollowed a lot of people on Twitter that are no longer in line with my goals, and started cleaning up my podcasts. My focus is on customer service/support and happiness, adding in WordPress documentation as I can; development is the next big thing I want to tackle.
Here’s what I’m doing to make things easier and more streamlined:
This list will always be a little high because I’m always on the lookout for new (or new-to-me) quality podcasts. While I listen to a few things that stray from the main subjects, I mostly listen to podcasts about WordPress, customer support/service, and happiness. I listened to 29 podcasts last week, and a few of my regulars didn’t even have a new podcast.
This is going to take a lot of work, but it’ll be worth it in the end. Once the initial work is done, it should a lot easier to maintain. What about you? How do you stay organized online and what tools do you use?
I saw this on Facebook yesterday and wanted to share. I love Matisyahu’s music and “One Day” is one of my favorite songs. Can you imagine covering a song in a coffee shop only to find out the guy singing along is the person you’re covering? What a neat video!
Book Title: Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees
Author: Doug Lipp
Overall Rating: 5/5
Key takeaway: Snow White never has a bad day. Great customer service is about always putting on a good show.
“When the subject permits, we let fly with all the satire and gags at our command. Laughter is no enemy to learning.” – Walt Disney
- “We don’t have ‘customers,’ we have ‘Guests.’
- “We aren’t ’employees,’ we are ‘Hosts,’ ‘Hostesses,’ ‘Cast Members.’
- “We don’t wear ‘uniforms,’ we wear ‘Costumes.’
- “We don’t have ‘crowds,’ we have an ‘Audience.’
France introduces four circumstances that are constantly referred to throughout the book:
“It takes a happy crew to produce a happy show.”
Snow White never has a bad day. This is a very simple, yet very powerful statement. This isn’t saying Snow White is perfect and only ever has good days; I guarantee you she’s had more than one bad day in her life. But as a customer, you won’t ever know this.
This isn’t to say you should hide your feelings and never show how you are feeling, you just can’t do it in front of a customer.
Everyone has a bad day at some point, but the customer should never be able to tell whether you are having the best day of your life or the worst. You are in customer service and it is your job to put on a good show for them and never let your bad day creep in and affect them. I see this too often when people get upset or overwhelmed and they apologize because “it’s been one of those days.” As someone who works in customer support, I know you can have a bad day. But not publicly. And not in front of the customer. You owe it to them, yourself, and your company. Every day is a wonderful day!
This book may be aimed a little more at the management level, but I think it’s an excellent book for anyone having contact with customers or oversees employees who do. There are plenty of ideas of how you can improve the service you are providing, no matter how great you think it already is.