Be Awesome

In a meeting we had with the employees Elder Bowen shared the idea of being AWESOME! he shared how the company he used to work for loved to “Surprise their clients with unexpected AWESOMENESS! I think at our office we should do it for the providers too because keeping the providers happy is just as important as keeping our clients happy – so SURPRISE both of them with UNEXPECTED AWESOMENESS!… 

So how can you surprise them with unexpected awesomeness? Be creative – do something to make them smile or lift their spirits. Do something to make their day. To inspire you to come up with ways to surprise them with unexpected awesomeness I am going to share a story I came across that is seriously one of the coolest examples of unexpended awesomeness ever! (It’s a little long but worth every second to read…just read fast so we don’t get behind today!) 

The Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse The following story is entirely true.

 More importantly, know that the story below was in no way staged, planned in advance, or in any way faked. This is real. And most importantly: This is AMAZING. 

“When my alarm clock went off at 3:30 this morning, I knew I was in for a long day. I was catching a 7am flight out of Newark to Tampa, Florida, for a lunch meeting in Clearwater, then heading back to Newark on a 5pm flight, getting me in around 8:10pm, and with any luck, to my apartment by 9 or so. We all have days like that, they happen from time to time.

 Made my flight, everything was on time, got to my lunch meeting. Because of the training/workout schedule I’m on, my first meal of the day was that lunch. Was fine, I had a healthy piece of grouper, and a very successful lunch meeting that lasted just about three hours.

 By the time I got back to the airport, it was close to 4pm. Flight boarded at 4:30pm, and I knew that by the time I got home, I wouldn’t have time to stop for dinner anywhere, and certainly didn’t want to grab fast food at either airport. When I got on the plane, my stomach was a rumbling a bit, and I had visions of a steak in my head. 

As I’ve tweeted and mentioned countless times before, I’m a bit of a steak lover. I go out of my way to try steakhouses all around the world when I can, and it’s one of the reasons, no doubt, that my trainer at my gym is kept in business. But it’s all good – give and take. Over the past few years, I’ve developed an affinity for Morton’s Steakhouse’s and if I’m doing business in a city which has one, I’ll try to schedule a dinner there if I can. I’m a frequent diner, and Morton’s knows it. They have a spectacular Customer Relations Management system in place, as well as a spectacular social media team, and they know when I call from my mobile number who I am, and that I eat at their restaurants regularly. Never underestimate the value of a good CRM system.

 Back to my flight. As we were about to take off, I jokingly tweeted the following: “Hey Mortons can you meet me at the Newark airport with a porterhouse when I land in two hours? K, thanks!”

Let’s understand: I was joking. I had absolutely no expectations of anything from that Tweet. It’s like how we Tweet “Dear Winter, please stop, love Peter,” or something similar. 

I shut off my phone and we took off. 

Two and a half hours later, we landed at EWR. The fact that a flight got into EWR on time during summer thunderstorm season is a miracle in itself, but that’s not important right now.

 Walking off the plane, I headed towards the area where the drivers wait, as my assistant Meagan had reserved me a car home.

 Looking for my driver, I saw my name, waved to him, and started walking to the door of EWR, like I’d done hundreds of times before.

 “Um, Mr. Shankman,” he said. I turned around. “There’s a surprise for you here.” 

I turned to see that the driver was standing next to someone else, who I just assumed was another driver he was talking to. Then I noticed the “someone else” was in a tuxedo.

 And he was carrying a Morton’s bag. 

Now understand… I’m a born-and-raised New York City kid. It takes a lot to surprise me. A LOT. I see celebrities on the Subway. I see movies being shot outside my apartment, and fake gunfire from any given CSI show, five days a week. I’m immune to surprises.

 Except when they’re like this.

 Alex, from Morton’s Hackensack walks up to me, introduces himself, and hands me a bag. He proceeds to tell me that he’d heard I was hungry, and inside is a 24 oz. Porterhouse steak, an order of Colossal Shrimp, a side of potatoes, one of Morton’s famous round things of bread, two napkins, and silverware. 

He hands me the bag. 

I. Was. Floored. 

Let’s make sure we’re clear on a few things here… 1) I was joking in my Tweet. I never, ever expected anything to come of it other than a few giggles.

 2) Morton’s Hackensack is 23.5 miles away from EWR, according to Google Maps. That meant that in just under three hours, someone at Morton’s Corporate had to see my tweet, get authorization to do this stunt, get in touch with Morton’s Hackensack, and place the order. Then Morton’s Hackensack had to cook the order, get it boxed up, and get a server to get in his car, and drive to Newark Airport (never an easy task, no matter where you’re coming from) then, (and this is the part the continues to blow me away,) while all this was happening, track down my flight, where I was landing, and be there when I walked out of security!

 Are you taking this all in? Because it happened to me, and I still can’t even fathom it. 

Think about all the things that could have gone wrong: My flight could have been delayed or diverted. I could have exited out a different location. (Had I taken the AirTrain and not had a driver, I never would have even exited that way!) I could have just missed him all together, I could have landed early, etc., etc…

 I have no doubt that countless companies think like that. They think along the lines of “Oh, too many logistics. That’ll never work,” and they leave it at that. 

But what if it does work? What if it happens, and it works perfectly, and it shocks the living day lights out of the person they do it to? Like it did tonight? 

And what if that person’s first thought is to make it public? Like I did tonight? 

We live in a world where everyone you meet is a broadcaster. Look around. Think of all your friends, all your colleagues. Do you know anyone anymore who doesn’t have a camera in their phone, or anyone who doesn’t have a Facebook or Twitter account? 

As I say in my book over and over again, customer service is no longer about telling people how great you are. It’s about producing amazing moments in time, and letting those moments become the focal point of how amazing you are, told not by you, but by the customer who you thrilled. They tell their friends, and the trust level goes up at a factor of a thousand. Think about it: Who do you trust more? An advertisement, or a friend telling you how awesome something is? 

Of course, I immediately tweeted out what happened: “I don’t believe it! Morton’s showed up at EWR WITH A PORTERHOUSE!” and sure enough, Twitter lit up like a bottle rocket. ————————————————————————– 

AMAZING STORY and BRILLIANT customer service! Think of the impact that company made by going the extra mile for that customer and think of how wide spread that impact was on their business. Just plain awesome.

This week’s challenge is for all of you to come up with ways to surprise someone with UNEXPECTTED AWESOMENESS! Share your ideas with one another if you like. Then don’t just talk about your ideas – implement them! I want to hear all about it when you do. It’s going to be a great week!

Con amor,

Vero

HR training & orientation

From June 28th we are going to have an HR training where Daniel will speak to the employees. After the meeting, we will go directly to the Mission Presidents training. A new mission has been added to make 22 missions in the Philippines.

Three new mission Presidents will be arriving and one Mission President was re assigned to take over a Mission. They only have one day to start the new mission. Daniel introduced himself and explained what the office does in the area.

Later I am traveling to Idaho.

Amazing story of perseverance 

“When Jon and I were first married, we went through a lot of soul refining experiences. We didn't have money for basic things, like food or housing - because of losing our business. We were pushed past our breaking point, over and over again. We often thought we wouldn't make it ... alone, or together.

One thing that brought me through the first four years of court and bill collectors (that camped out on my front porch together, daily), was a picture I kept on my fridge of a grass hut hotel on the ocean in Tahiti. I thought, "Someday, if we can make it through all of this insanity, we will go there!"

Well, that someday is here. It's today! About ten minutes ago, I leaned over the balcony and a tear fell into the ocean. I stood by Jon's side, and together we admired this breathtakingly beautiful earth. My husband and I are still here, together, after many years.

Today is a day of reflection and beauty. My kids are safe and thriving. I'm humbled. My heart is beating fast and my mind is still - and so while we can soak up the good, we will.

I often joke when we're signing business deals, that "All they can take, is everything". I say this because if we lost our physical 'everything' again, we would still be standing. They can't take my family, they can't take my experiences and they can't take my determination. And if they repossessed it or we had to sell it all again, it's ok, because we've proven that we can make it. And that, my friends, is peaceful reassurance that God lives. What really matters are the people we journey with and the relationships we fight for.”

Janae Moss

I do not know Janae Moss but her story of perseverance touched my heart. It gives hope to anyone out there who needs a little faith. 

Con amor,

Vero

A sing along FHE

Our family home evening with the Senior Missionaries was about music in our lives. The idea was to have people talk about a favorite hymn and then we sang it. One by one went and told story after story of a special song. What a nest idea to do for FHE if your know how to play the piano.

I didn't get up to say anything but if I had to pick one hymn it would be I stand all amazed because I have honestly never heard that hymn sang so beautifully than when Bianca sings it. She has done it multiple of time and each time is such a treat to hear her rendition. I should start practicing piano. That is something I regret so much not doing when I had the opportunity but it's never too late. I hope!

Con amor,
Vero

Ten things to remember

Ten Things truly confident people do differently.

True confidence — as opposed to the false confidence people project to mask their insecurities — has a look all its own. One thing is certain: truly confident people always have the upper hand over the doubtful and the skittish because they inspire others and they make things happen. Today as I was teaching my lesson in Relief Society I needed to remember the following quote.

“Whether you think you can, or you think you can’t—you’re right.” 

- Henry Ford

Ford’s notion that your mentality has a powerful effect on your ability to succeed is seen in the results of a recent studyat the University of Melbourne that showed that confident people earn higher wages and get promoted more quickly than anyone else.

Indeed, confident people have a profound impact on everyone they encounter. Yet, they achieve this only because they exert so much influence inside, on themselves.

We see only their outside. We see them innovate, speak their mind, and propel themselves forward toward bigger and better things.

And, yet, we’re missing the best part.

We don’t see the habits they develop to become so confident. It’s a labor of love that they pursue behind the scenes, every single day.

And while what people are influenced by changes with the season, the unique habits of truly confident people remain constant. Their focused pursuit is driven by these habits that you can emulate and absorb:

1.     They speak with certainty.It’s rare to hear the truly confident utter phrases such as “Um,” “I’m not sure,” and “I think.” Confident people speak assertively because they know that it’s difficult to get people to listen to you if you can’t deliver your ideas with conviction.

2.     They seek out small victories.Confident people like to challenge themselves and compete, even when their efforts yield small victories. Small victories build new androgen receptors in the areas of the brain responsible for reward and motivation. The increase in androgen receptors increases the influence of testosterone, which further increases their confidence and eagerness to tackle future challenges. When you have a series of small victories, the boost in your confidence can last for months.

3.     They exercise.A study conducted at the Eastern Ontario Research Institute found that people who exercised twice a week for 10 weeks felt more competent socially, academically, and athletically. They also rated their body image and self-esteem higher. Best of all, rather than the physical changes in their bodies being responsible for the uptick in confidence, it was the immediate, endorphin-fueled positivity from exercise that made all the difference.

4. They don’t seek attention.People are turned off by those who are desperate for attention. Confident people know that being yourself is much more effective than trying to prove that you’re important. People catch on to your attitude quickly and are more attracted to the right attitude than what, or how many, people you know. Confident people always seem to bring the right attitude.

Confident people are masters of attention diffusion. When they’re receiving attention for an accomplishment, they quickly shift the focus to all the people who worked hard to help get them there. They don’t crave approval or praise because they draw their self-worth from within.


5. They don’t pass judgment.Confident people don’t pass judgment on others because they know that everyone has something to offer, and they don’t need to take other people down a notch in order to feel good about themselves. Comparing yourself to other people is limiting. Confident people don’t waste time sizing people up and worrying about whether or not they measure up to everyone they meet.

6. They get their happiness from within.Happiness is a critical element of confidence, because in order to be confident in what you do, you have to be happy with who you are. People who brim with confidence derive their sense of pleasure and satisfaction from their own accomplishments, as opposed to what other people thinkof their accomplishments.


7. They listen more than they speak.People with confidence listen more than they speak because they don’t feel as though they have anything to prove. Confident people know that by actively listening and paying attention to others, they are much more likely to learn and grow. Instead of seeing interactions as opportunities to prove themselves to others, they focus on the interaction itself, because they know that this is a far more enjoyable and productive approach to people. If you struggle with this, emotional intelligence trainingcan help.

8. They take risks.When confident people see an opportunity, they take it. Instead of worrying about what could go wrong, they ask themselves, “What’s stopping me? Why can’t I do that?” and they go for it. Fear doesn’t hold them back because they know that if they never try, they will never succeed.

9. They aren’t afraid to be wrong.Confident people aren’t afraid to be proven wrong. They like putting their opinions out there to see if they hold up because they learn a lot from the times they are wrong and other people learn from them when they’re right. Self-assured people know what they are capable of and don’t treat being wrong as a personal slight.


10. They celebrate other people’s successes.Insecure people constantly doubt their relevance, and because of this, they try to steal the spotlight and criticize others in order to prove their worth. Confident people, on the other hand, aren’t worried about their relevance because they draw their self-worth from within. Instead of insecurely focusing inward, confident people focus outward, which allows them to seeall the wonderful things that other people bring to the table. Praising people for their contributions is a natural result of this.

Bringing It All Together

Building confidence is a journey, not a destination. To become more confident, you must be passionate in your pursuit of a greater future.

Please share your thoughts on confidence in the comments section below, as I learn just as much from you as you do from me. 

Dr. Travis Bradberry

 I think this was a good article on gaining confidence but I will also add, to be confident you need to be prepared. 

Con amor,

Vero

Mike Murray

Today, I was looking at some of my notes I took from Mike Murray when he came to visit us in the Dominican Republic four years ago. A man I know and respect greatly, Mike Murray, gave some fantastic ideas on self-reliance while he was there. He is a great motivational speaker. We had that place overflowing of people inside the Institute building and even outside in the parking lot. 

  Mike Murray has had an amazing career. He went to school at Stanford, then went to work directly reporting to Steve Jobs at Apple Computers in his 20s as the head of marketing for the Macintosh.  Mike joined Microsoft in 1989 reporting directly to Bill Gates and Steve Ballmer.  He spent 10 years at Microsoft during a 10- year span when the company’s stock grew 40% year over year for the entire 10 year span.  Mike walked away from Microsoft having made significant money off his stock options.  Mike could have chosen to do anything with his money, but what he chose was to dedicate his money and his time to serving others through his charity work.  One of the charities Mike founded is called Unitus which helps increase access to microloans throughout India, Africa and other areas with a need in order to help people find a pathway to self-reliance.  Through his efforts he has been able to affect the lives of hundreds of thousands if not millions of people throughout the world.

The best part about Mike Murray is the fact that if you were to meet him on the street knowing nothing at all about his incredible success you would literally think you had met one of the kindest, most gentle hearted, humble, and unassuming men out there.  He shows no sign of arrogance or entitlement.  Mike acknowledges that he worked hard for many years to achieve the financial success he achieved, but he then immediately points out that he knows many people who have worked just as hard as he did yet did not get financially blessed the way he did.  You can tell that it genuinely bothers Mike that everyone who works hard doesn’t have the same financial rewards as him and he has now dedicated his life to helping everyone he can to achieve financial success too.

Mike is generous beyond belief. He is thoughtful and authentic and you can feel of his sincerity for helping others – not for the sake of gaining accolades or attention for himself, you can quickly see how uncomfortable that makes him – no, Mike does it solely for the purpose of doing all he can to help others succeed.  He is an amazing example for all of us.

I wish we all strive to follow his example. Mike Murray is one of a kind and so happens to own an apartment in City Creek so he is also our neighbor. We often see him working out at times we have gone to the gym. I am thankful that Daniel and I had a chance to associate with good people like Mike Murray and to learn from their examples of how to make the world around us a better place by using our time and talents and resources to help others. 

Con amor,

Vero

Ten things to remember

Ten things to remember when going through tough times:

Everything can and will change.

You have overcome challenges before.

It’s a learning experience.

Not getting what you want can be a blessing.

Allow yourself to have some fun.

Being kind to yourself is the best medicine.

Other people’s negativity isn’t worth worrying about.

You have lots of strengths as a person.

Anything is possible.

Great things take time.

The best way to heal a broken heart is to give God all the pieces.

 Con amor,

Vero