Communications – Personal and “De”personal

There are times when communicating with customers that a personal tone is quite effective and strengthens or creates a better relationship. However, there are definitely times when this personal approach can lead to frustration for the two parties by creating a “you versus me” tone – the specific scenario I am referring to typically occurs during customer support situations.

Here is an example to illustrate the point.

Customer calls or sends an email to customer support. They are frustrated (could be for any number of reasons); the bottom line is that they feel wronged and the support agent must right the situation. Most of the time the customer has started with an accusatory “you did (or did not)…”, thus starts the personalization – don’t get sucked into this confrontation. Here is the approach. Use empathy, personalize the support response in recognition of their frustration, after all this is a human interaction. Then, when dealing with the issue, depersonalize the communication. For example…

“Mr./Mrs. Customer, I am very sorry to hear that you have experienced this level of frustration…” (personalized)

“To be sure [Insert company name here] understands the situation, your organization requires [Insert problem here… (depersonalize)” Note the use of company name and reference to customer’s organization.

The ability to use “personal” and “depersonalized” communications will address the human side of the issue along with leading to the successful resolution to the problem.

This list of seven steps will help to remember when and how to communicate.

1. Empathy (Personalize)
2. Clarity of issue (Depersonalize)
3. Playback with empathy (Personalize)
4. Set Expectations (solution and time) (Depersonalize)
5. Confirm Expectations are understood (Depersonalize)
6. Restate empathy for situation (Personalize)
7. Work and close issue

Did this help?

I hope this helps you!

The “Bottom Line”

A customer’s experience is the MOST important and critical element to a company’s success! The customer experience is not concluded once they buy. It is not an isolated one-time event. Their experience is the sum of all interactions, formed by an organization’s culture and customer contact points. Every interaction influences the customer’s perceptions of the company’s product and/or service. There is no magic formula or checklist to follow. The customer experience consists of every impression and encounter; or someone closely associated with the customer, albeit they are one of the customer’s co-workers, friends or family members. Whether the customer is making a phone call for additional information, scheduling a meeting, or whether your website is easy to navigate, every interaction impacts the customer experience.

Believe it or not, like it or not, the customer experience is the key to your success. Accept, even a percentage of this idea, and this will lead you to look inward at your culture and not on the quarterly finance statements. If the focus is on the bottom line, you’ve missed the point. Keep the focus on the customer.

Consider this. When you have a relationship with someone and believe they care about you, you are more likely to trust them, follow their guidance and communicate with them honestly. When you don’t create this trust, then you risk losing the opportunity to have a new customer, or keeping the ones you have.

Building relationships with customers is the single most important thing you can do in determining how your product and/or service will be accepted, used and adopted. The focus must be on building a relationship with every customer, every time. (And yes, the bottom line will benefit as well.)

What happens when the “soul of the machine” is no longer?

Today, Steve Jobs, CEO of Apple announced his retirement. What does this mean for Apple? What happens now? Will the spirit and “soul” of Apple continue?

Great products and great organizations do great things when their “soul” is in it. I am using the reference to “soul” with recognition that it is the soul that drives all that we do. “We” refers to individuals or groups of individuals (companies, clubs, or any other grouping of people).

Think about it for a moment. What happened after John Wooden left UCLA or any other leader leaves their group? Is it still the same?

I recall reading the “Soul of the New Machine” and wondering, what next?

I now wonder, what next for Apple? Will Apple continue to be the world leader in innovative technology? Will they continue to be Apple?

My answer to all these questions. I believe Apple is losing its soul, but there are many souls that remain. It will be up to these remaining spirits to create their new Apple.

Good luck Steve Jobs! Good luck Apple!

Lunch time

1130am Holden, MA 54 miles done about 26 to go. All going well. Thanks to all for support!

925am Townsend

Quick bio break, riding well, God blessing this weekend for all PFC riders and volunteers

PMC 2011 Day Zero Route

You asked how I will get to Sturbridge, MA, start of the PMC, from my home in Bedford, NH, this is how.

NH-101 W	12.7 mi
NH-13 S/South St Enter Massachusetts	8.5 mi
Continue onto MA-13 S/Brookline St	3.1 mi
Slight right onto Highland St	384 ft
Take the 1st left onto School St	479 ft
Continue onto MA-13 S/Elm St Continue to follow MA-13 S	5.9 mi
Continue onto Massachusetts 2A W/Massachusetts Ave	2.9 mi
Turn left onto Main St	0.2 mi
Turn left onto River St	0.6 mi
At the traffic circle, continue straight to stay on River St	0.9 mi
Slight left onto Westminster St	1.1 mi
Slight left onto MA-31 S/Princeton Rd	6.5 mi
Turn right onto MA-31 S/Beaman Rd	30 ft
Take the 1st left onto MA-31 S/E Princeton Rd	2.8 mi
Continue onto Boylston Ave/Cemetery Rd	0.5 mi
Continue onto Brooks Station Rd	3.0 mi
Continue onto Wachusett St	2.2 mi
Turn left onto Glenwood Rd	0.5 mi
Turn right onto Massachusetts 122A N/Main St	3.1 mi
Turn left onto MA-122 S/Barre Paxton Rd	0.7 mi
Take the 1st right onto Pleasantdale Rd	1.9 mi
Continue onto Rockland St	1.0 mi
Slight right onto MA-31 S/N Spencer Rd	5.2 mi
Turn right onto Main St	0.7 mi
Continue onto MA-9 W/Dewey St	0.9 mi
Turn left onto MA-49 S	7.4 mi
Turn right onto US-20 W/Charlton Rd	2.5 mi

PMC 2011

Please sponsor my 2011 Pan Mass Challenge Ride to benefit the Jimmy Fund and Dana-Farber Cancer Institute.

Click on the link to contribute - http://www.pmc.org/egifts/LG0036

Money is good (very good) but so are the words

The PMC is about raising money to support those (docs, nurses, care givers, scientists, etc.) on the front lines in the battle against these diseases. In order to do this, money is needed, and lot’s of it.  While I recognize this objective, I will tell you that the words I get (along with the donations) are what keep me fired up and staying focus in preparing for this event.Here is a glimpse of some of the notes I have received.  Please keep them coming!

PMC 2011

Please sponsor my 2011 Pan Mass Challenge Ride to benefit the Jimmy Fund and Dana-Farber Cancer Institute.

Click on the link to contribute - http://www.pmc.org/egifts/LG0036

By the numbers – “our” PMC history

To all my wonderful supporters this page is your page. This is your success. Here is the history of our participation in the PMC by the numbers.

Year	Training Miles	No. of Donations	Money Raised
1999	742	44	$1,514
2000	762	66	$2,561
2001	808	70	$3,688
2002	1359	65	$3,690
2003	984	80	$3,099
2004	1021	79	$3,257
2005	1548	103	$4,728
2006	1403	76	$4,597
2007	0	72	$4,629
2008	1710	86	$5,353
2009	1982	95	$5,671
2010	2640	81	$5,265
2011	2619	102	$5,683
Totals	17,578	1019	$53,735

So, come back to see my progress. Thank you for your continued support!

PMC 2011

Please sponsor my 2011 Pan Mass Challenge Ride to benefit the Jimmy Fund and Dana-Farber Cancer Institute.

Click on the link to contribute – http://www.pmc.org/egifts/LG0036

The Helmet

I ride for many!

During my years participating in the PMC I have recognized many individuals who have suffered (or lost their battles) with cancer by listing their name on my bike’s handlebar stem, to listing them on the top tube… 

and now these individuals will get a better view. I have written the names provided by my supporters onto my helmet.

The list you see below are those who have dealt with, or are dealing with cancer. This list is “my motivation!”

Marcel Gagnon		Doris Gagnon
Ron “Bumpa” Brown		Corey Stoller
Jane Acquino		Lisa Huber
Ray Lanzilotti		Madeleine Moher
Helen E. Renda		Joseph J. Renda
Maribeth Poole		Tim Poole
Delores Palmer		Peggy Wegman
Linda Frederick		Jeanne Spillane
Madeline Sevich		Katie Spillane
John Delangie		Dick Havens
Bill Schenk		Roger Larochelle Sr.
Sue Spillane		Randy Benthien
Donald Harrington		Virginia Harrington
Rick Walsh		Yolanda Thibeault
Allen Davis		Annette Sprague
Collin Hall		Ann Hart
Carl Flower		Peter Morrisette
Claire Oliver		Barbara Patterson
Jean O’Brien		Rita Dionne
Colette LaVertue		Stanley Legenc
David S. MacLean		Peg Lindwall
Donna Pratt		Dorothy M. Gilday
Ed Mijal		Reggie Pedego
Helen Kuligowski		Jeanne Lobalzo
Helen W. Couture		David Tullgren
Henry Kuligowski		Roger Miville
Tom Howard		Edward Pickford
Holly Wadsworth		Roger Gamache
Jacqueline Gaglini		Kelly Myers
Bob Brooks		George Sevich
Madeline Sevich		Mark Pegoraro
Joan Campbell		Jack Dougherty
Joan Cavanaugh		Louis Rantus
John Cavanaugh		Jake Anderson
Joan Simonds		Rosemarie Havens
Juanita Woodward		Meg Hausman
Tony Snow		Irene Szado
Laura Rifkin		Louis Rantus
Louis Gaglini		Joanne Buttie
Ronald Guillemette		Tina Jensen
Nick Harrington		Frances Provencher
Anna Lockwood		Dennis Ferrill
Ray Lanzilotti		Peter Perich
Michael Patanella

I have more helmet space to add names. I would be very proud to ride in honor and memory of your family or friends. Send me their names

PMC 2011

Please sponsor my 2011 Pan Mass Challenge Ride to benefit the Jimmy Fund and Dana-Farber Cancer Institute.

Click on the link to contribute - http://www.pmc.org/egifts/LG0036

First Time

We always remember our “first time” – right? Do you remember your first date, first kiss, first bike ride, first time attending a friend or family member’s funeral?

I have a strong first time memory of the day I decided to ride in the Pan Mass Challenge (PMC). My father, Marcel Gagnon, had passed away from esophageal cancer in March 1998. In June, I received my friend, Bud Dodge’s annual PMC fundraising letter (2011 represents Bud’s 20^th year!). Upon receiving his creatively written request I immediately picked up the phone and with heart pounding and wet eyes I told Bud that he was going to lose a contributor next year as I would be joining him. We spoke for another 30+ minutes on the pain of experiencing cancer and the passion that is the PMC. After hanging up the phone in a silent house, tears fell and I spoke to my dad, telling him how much I loved him and missed him.  I probably could have went out the door immediately and ridden the 200 mile PMC course. I annually supported Bud’s ride with a donation as I believed in the cause, but now it was personal.

When was the first time you encountered cancer?

PMC 2011

Please sponsor my 2011 Pan Mass Challenge Ride to benefit the Jimmy Fund and Dana-Farber Cancer Institute.

Click on the link to contribute - http://www.pmc.org/egifts/LG0036