Wednesday, December 4, 2013

Solve the Problem- Ask 5 Questions and Look Within!



“Winning requires the courage to look within.” (Lonnie Keene)
One of the times I remember being required to look within was when I was a freshman in college. I left the security of my familiar environment and ventured several states away to begin my four years of study. I was excited about being independent and having the opportunity to meet new friends from different parts of the country and study under a leading professor in my chosen field. In just three months, an unexpected change had occurred – I had gained a significant amount of weight- several dress sizes.  I could not wear any of the clothes I had brought with me.  No one around me had noticed the weight gain; they didn’t realize this new physical state was not how I arrived at college.  However, as soon as my plane landed home, the first thing that my mother pointed out to me was that I had gained a lot of weight. Next it was my Sunday School teacher who told me I looked like her “butterball.” Others who knew me said things like the “food sure must be good at your college,”  “you are really fat.”  By the end of my first week I was devastated.  My mother found me in my room “crying.” She inquired what was the reason for the crying and I told her that everyone was telling me that I was “fat”; to which she replied, “you are.”  Then she added that “if you don’t want to be fat  crying isn’t going to solve the problem. Losing weight is going to require you to take charge and do something about it."  My mother then proceeded to help me take that courageous step of looking within. This process began with her helping me to recognize that “I” was the problem- not the school’s poor food that I wanted to blame it on. My mother showed me the power of 5 questions.  Tune in to our conversation.

1    1. What? 
Mother:  Patricia, what are you eating?
Me: I made my list and it read something like- fried chicken, hamburgers, french fries, chocolate milk shakes, chocolate fudge cake, candy, cookies, potato chips, etc.
2     2.  Why?
Mother:  So why are you eating these things?
Me: The food in the cafeteria is awful and doesn’t taste good.  They are my favorites- I love anything chocolate.
3   3. When?
Mother:  When do you typically eat on campus?
Me: I eat at the three meal times. If I don’t like what’s in the cafeteria, I buy something else. Then I generally eat again in the evening around 8 or 9 o’clock. Definitely when I am up studying at night I get food from the vending machines.
4   4. Where?
Mother: Since the cafeteria’s food is not to your liking, where do you find the food that you like?
Me: At the student grill, our on campus store, the vending machines. And Uncle Oscar sends me cookies  and Cousin Keturah sends me food boxes.
5    5. Who?
Mother: When you go to the student grill or campus store, who is typically with you? Who do you study with?
Me: My roommates and classmates


These 5 questions were powerful because they required  answers, made me self- reflect,  provided valuable information, resulted in personal discoveries that facilitated my recognition that it was all about me and my choices. The questions stimulated my thinking and also showed me that there were other sources contributing to the problem (remember the boxes arriving from family members).  It took more than 3 months to lose the weight, but I did it! And it was because I looked within, recognized the source of the problem was "me", found there were contributors to the problem, and accepted personal responsibility.
Looking within requires an honest, thoughtful, self-assessment. Sometimes looking within requires the support of people (who have your best interest at heart and willing to challenge you, and are knowledgeable about the problem, have experience with the problem) to assist you with the assessment.  

Questions are powerful- so get started, be courageous, look within, you are the solution!


Other sources:
Change Your Questions Change Your Life- Marilee Adams
The 7 Powers of Questions- Dorothy Leeds
 



Monday, December 2, 2013

I'm the Problem and I'm the Solution!

Every Sunday I am inspired by my Pastor, Lonnie Keene. He brings a message that is anointed, timely, and specific. He makes sure that it is understood by providing analogies, using visuals, humor, and communicating at a level that everyone, regardless of age or culture can relate. For several months, Pastor Keene announced that he had a special message that was going to be really life-changing. And every Sunday after his initial announcement, I sat with eager anticipation for the message only to get another message and/or another messenger. Finally, yesterday he brought the life changing message and the topic was "I am the Problem."

Pastor Keene delivered as promised. You see we all experience problems every day. They come in a variety of forms. How we manage our problems impact the quality of our lives. Pastor Keene reiterated in so many different ways that regardless of my circumstance or situation, "I am the Problem." As I contemplated the message, I recognized how easy it was for me to look outside of myself at the problem. I thought about all the times I had identified others, the place/condition as the problem and realized that by doing so it had taken me longer than necessary to resolve the problem. The key word here is "resolve." When I thought about the times I identified myself as the problem, I realized it was those times that I more quickly and effectively resolved the problem. I have a continual battle of the bulge and love to identify the problem as my profession. You see I'm too busy; my schedule doesn't allow me to establish a regular time to exercise; my meetings with clients are often over food. You get the picture. Once I realize that "I am the Problem," the battle of the bulge can be resolved. Recognizing that "I am the Problem" means "taking personal responsibility for the problem" and that leads to solving the problem.

Personal responsibility is the first step to solving the problem. It requires looking at the problem from a different view. I now see the "source" of the problem as "me." And the only person that I can control is "me."  So here's what I have decided I have responsibility for:
  •  being sure that I am spiritually fed
  •  trusting God for everything
  •  listening and learning
  •  maintaining balance- mind-body-spirit
  •  maintaining an environment and people that are loving, encouraging, and challenging
  •  staying focused on my goals and mission
  •  monitoring and measuring my actions
I am responsible for "being my B.E.S.T.!"

Note: Visit www.kingdomchristiancenter.com  for inspiring messages from Pastor Lonnie Keene

Monday, September 9, 2013

Customer Service Is Still Alive!

My husband and I just recently celebrated our 19th wedding anniversary. He decided to take me to dinner at a downtown restaurant noted for its quality food. I was to make the reservations. Upon calling and confirming our desired time, the reservationist asked if this was a special occasion. To which I replied enthusiastically, “it’s our wedding anniversary.”  I was then told we would have a “special” table awaiting our arrival. After hanging up, I thought the anniversary celebration was off to a great start- a special table which probably meant a “special” location.

As soon as we arrived and provided our name, the Host immediately wished us a “happy anniversary” and inquired about the number of years. He was warm and genuinely seemed interested in our special day. Then we were escorted  to our "special" table which provided a window view, always a favorite of mine.  Once seated, I immediately noticed the hearts that were sprinkled across the table in an unobtrusive manner. This was just the kind of “special” touch that I liked. I was beaming with excitement and my husband knew he had selected just the right place.

Our waitress arrived to take our order and greeted us with a welcoming smile and “happy anniversary.” To which my husband replied, “word travels fast.” We all laughed- knowing that the “special” attention was definitely getting noticed. Shortly thereafter, another staff person arrived at our table with camera in hand and ready to take our picture. Within minutes, she returned with our personal copy in a “happy anniversary envelope.” Now that was another “special” touch.  My husband appreciated it because he knew it would only be minutes before I would be asking the staff to take our picture.

The Chef did not disappoint us. The food was excellent. In fact, we enjoyed every course, which was served timely- allowing us enough time to enjoy each other and the meal. We were so full that we didn’t have room for dessert. The waitress had informed us that the dessert was complimentary for our anniversary. Since we couldn’t eat it there, she suggested we select two desserts that could travel well and enjoy them later. And that we did.As we departed, once again we were wished a “happy anniversary!”  We always feel our anniversary is special because of our love for each other and the opportunity to share life’s journey together. 

This year our anniversary was “extra-special” because we experienced customer service “at its B.E.S.T.”
  • Bright (image)- The actions of the staff aligned with the restaurant’s brand: quality food, environment, team, and service.
  • Excellence (standards)- Everyone was prepared and attended to the details that made for an unforgettable experience.
  • Satisfaction (energy)- All the “special” touches communicated a customer-focused experience that was aimed to exceed expectations and create a “wow” experience for the customers. The customers’  delight resulted in the staff being satisfied as well.
  • Timely (timing)-  The team managed the time from start to finish so that the experience could be enjoyed.

If you are ever in downtown Columbus (OH), stop by Mitchell’s Steakhouse and let them “wow” you too- “Customer Service At Its B.E.S.T.!”

Note: Dr. Patricia Larkins Hicks is author of “Be Your B.E.S.T.” and conducts B.E.S.T. Customer Service training sessions. You can bet this story will be used in an upcoming session!