I’m Sorry!

That phrase, “I’m Sorry!” is not said enough.

Scenario #1

You are waiting for your coffee; there are people ahead of you and only one barista. The barista finally hands you your coffee after 4 minutes (having worked at a coffee shop for many years your drink should be done in 90 seconds) but that’s fine, 4 minutes it is. The barista says your name, and hands you the drink with no eye contact. Well now you are upset that no one said sorry for the wait and now you are contemplating if you’ll ever go back to that place.

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Scenario #2

You are waiting for your coffee; there are people ahead of you and only one barista. While the barista is making a drink he looks up and says, I am going to work as fast as I can, but it will be a little wait, I’m sorry about that. You are instantly ok with waiting. Your drink is ready, the barista knows you are there (cuz he already acknowledged you), he hands your drink and says, ‘thank you for waiting patiently, and again I’m sorry about that. I really hope this didn’t ruin your day.’ (he threw in a little joke to lighten the situation) It made you laugh and you are walking away with a smile on your face and going to talk about this place in a positive way to all of your friends.

barista

Why don’t people want to say sorry?

– We don’t like to own up to mistakes and we don’t like to be wrong. But it ultimately comes down to pride. It’s a vulnerable thing to admit when you are wrong. When a toddler hits their younger sibling, the parents don’t disown the toddler; you discipline, make sure they know they did something wrong, they apologize, and learn from their mistakes. Toddlers shouldn’t be the only ones saying sorry. We need to make sure we still say sorry, learn from our mistakes and grow.

People working in customer service deal with having to apologize all day long. They (personally) didn’t do anything wrong, but because of their job, they take ownership of where they work and create solutions for their customers.

Create Solutions! Say Sorry! Acknowledge People!

Here are a few phrases we need to add to our vocabulary:

-I’m sorry I messed up.

-Thank you for waiting.

-Thank you for being patient.

-I see you and will work as fast as I can to get you on your way.

-Welcome to…

-Hello

-Goodbye

-Is there anything I can get you?

-Do you need anything?

Be someone who says sorry, who acknowledges other people. Be someone who possesses compassion.

Shift

I come before you today as a person who is learning how to shift better! The actual definition for shift is: a slight change in position, direction, or tendency. In my company I am shifting the direction because people need different tools. In my personal life I am shifting my tendency of becoming anxious with time and having everything in order, to focus on what matters and to worry less. Leaders need to know when the right time is to shift (whether that’s a small shift to 1st gear or a large one that will need to works its way up to 6th gear). I do not know how to drive stick shift but have had a few lessons and definitely need to improve! Reading up on tips for stick shift I realized they can easily apply to shifting our position, direction and tendencies in our lives.

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How to drive stick shift = How to shift ourselves!

  1. Get a feel for the pedals, mainly the clutch before you start driving.
    • Communicate! Have conversations with your family, friends, and peers (get a feel for the pedal and clutch) and see what needs to shift.

      Examples: If a manager notices his team is having more sick days or people are arriving late and wanting to leave early, then you need to check the “pedals and clutch” and see whats going on. You will begin to identify the problem and find a way to shift. It could be as easy as touching base with each person daily so they know what they are doing matters.

      If a wife starts to notice her husband coming home anxious and unhappy, she needs to get a feel for the “pedals and clutch” and start asking what it may be. It might just be that things are out of order when he comes home, or that the kids are instantly handed to him the moment he walks in and she started nagging about the time. You may need to shift your attitude and expectations. He may need to shift the way that he helps.

  2. Practice! Find an empty parking lot and get comfortable before hitting the open road.
    • Practice! Going from 1st gear to 6th is not smart (it may not even be possible)!!! So create gradual goals so that you are successful!

      Examples: If you need to shift your job then read the book 28 Days To The Work You Love and test out new job ideas. (don’t just quit and then you have no income!)

      If you need to shift your expectations from your employees, call a meeting and discuss with your employees whats working and whats not and test out what changes you want made and how that will be done.

      Don’t be afraid of change, find out whats working and find out whats not and test it!

  3. When parking your car, engage your emergency brake! Your car will roll if you don’t!
    • Have a plan! Make sure you count the cost of what it will take to make the shift. Big or small, count the cost! Have a backup plan. Don’t make this be the point where you never launch the shift, but ask yourself all the hard questions and realize that you may have to shift again and again until you get it. But remember there is risk, just make sure you have an emergency brake to engage if need be.
  4. Fully engage the clutch by pushing it all the way in. If you don’t you will grind and destroy your cars gears.
    • Don’t just do it half way! Go all the way! It is a great thing to get to the next gear, there may be a little bit of grinding at the beginning, but be confident and go all the way so that the grind becomes less and less.
  5. It can be frustrating but keep driving and you’ll get it!
    • When life isn’t going your way, and when you keep stalling, just remind yourself of the basics and keep going.

Great leaders know when its time to shift, when its time to stick it out, and when its time to move on. (keep, tweak, toss)

Be the type of person that has the ability to keep learning in all that you do. Don’t get stuck into a gear that you are comfortable in, keep shifting and you will eventually have the drive that is smooth and seamless!

Great Leaders bestow Grace and Truth!

Recall the last time that you gave!

Well Nikki,

  • I gave the driver on the road a piece of my mind!
  • I gave a mean look to the lady with all of her kids going crazy at the grocery store and made sure she felt even more alone.
  • I gave my husband a guilt trip when he said he had to work late, even though I know he works so hard for the family.
  • I gave my employee a hard time about not meeting the deadline, even though they are swamped and made every other deadline.
  • I gave myself a big pat on the back for not being like everyone else and having my stuff together!

Every single day we are faced with opportunities to give, opportunities to be selfless, and opportunities to show others they care and matter. Our first knee-jerk reaction is to make sure that we are the first in line, that no one cuts me off, that people get the judgment they deserve, and that leading in fear and guilt is the way to improve our respect.

When people are given grace and truth they are happier and more productive. These two have to be paired with one another because if you have a leader that is all grace, then no one can do wrong and everyone deserves a second, third, forth, fifth chance. And a leader that is only truth can be taken as someone who gives harsh critique and gives their people anxiety every time they encounter that leader. So to be a dynamic and great leader you need to bestow grace and truth!

Grace: undeserved favor; an attractively polite manner of behaving; courteous goodwill.(Webster dictionary)

Truth: that which is true or in accordance with fact or reality; a fact. (Webster dictionary)

  • I recently heard a story about this young girl who had been in an accident and had major burns on her face. She was beginning to heal, but the burns were still noticeable and wouldn’t go away. This young girl and her mother decided to get out of the house and go to the mall. You can imagine that her mother was very protective of her daughter, but knew that this was their new reality so she had to face other people. They went from shop to shop and people would stop and stare but eventually move on. They found themselves at the food court and had some ice cream. While they were sitting there people would walk by, glance over and keep going. This one older man sat down, close to them, looked up and saw the young girl. He stared (like most people), but didn’t look away. He kept staring and staring to the point where it was making another bystander uncomfortable and almost told him to stop. The older man interrupted them and said to the young girl, “I am so sorry for staring, but you have the most beautiful eyes.” After that the three of them started talking and ended up laughing and having a great time. I believe that this man portrayed grace and truth!

We see peoples marks so much faster than we see their beauty. img_1393

My challenge for you, as a leader and as a person, is to live your life with grace and truth. I know that people who error on the side of grace might be thinking, “I rock at this,” when you may need to show more truth and honesty. And those who error on the side of truth may think, “I’m not harsh with my words, people are just too sensitive,” and that might be the case sometimes, but reflect on your tone and purpose when you become critical. “The way truth is said is just as important as truth itself!” -Al Lopus

Some people may need to hear that they mess up, and some may need to hear that they rock. Just remember that with both statements, come at it honestly and graciously!

When there is both grace and truth, then you have the recipe for a safe, inviting, efficient, and a caring workplace! Recognize those situations where you may be heavier on the grace or heavier on the truth, and shift your words and actions.

Christ is the ultimate example of a servant leader. Follow in His footsteps.

John 1:14″And the Word became flesh and dwelt among us, and we have seen his glory, glory as of the only Son from the Father, full of grace and truth.

Boost Your Staff’s Morale TODAY!

How to boost your staff’s morale TODAY!

Sitting at a desk all day will physically slow down your endorphins, which will in turn slow down your productivity and motivation! The likelihood that the view from your workplace is of a beautiful mountain or ocean is pretty slim. So how do you boost your teams morale towards being motivated, productive and ready to serve your people with greatness? Well go no further because I am here to tell you!!

I love steps so here are 5 practical steps for you and your team.

1. Stand up and walk over to each persons desk and ask, “How’s your day going?”

Simple and effective. This may seem like it will take up a lot of your time but once it becomes apart of your routine you will see how effective it is. Having that interaction with your people will amount to knowing them, seeing their challenges, brainstorming with them, and a more productive team.

2.  Finish this phrase for each staff member and share it with them. “I noticed that…” 

My goal here is that you remember something that they may be stressed about, need help with, or simply to brainstorm with. This phrase can go far…”I noticed that you came in late because your son is sick, how is everything at home, do you need to leave early?” Wow, you listened, stopped whatever you were doing to talk with them, and then acted. “I noticed that you said you felt overwhelmed with that project, how can I help?” “I noticed that you had to come up with a solution for ___, do you need to brainstorm about it?” You don’t have to ask this to everyone everyday, but this should be often enough and then it will just become natural. Your staff will feel heard, cared for, and you will find that communication will go through the roof!

(1 & 2 can be done at the same time, if you didn’t catch that)

3. Know how to serve them. I am the type of person that loves little texts, notes or cards with words of affirmation or appreciation, my husband is the type of person who loves it when things get done without him asking. If he got a card he would appreciate it, but that didn’t necessarily serve him the way that he feels served. What you need to do is simply ask your people. How do you feel best appreciated?

Here are a few questions you can send out: (circle the ones you like)

A) I feel appreciated with a gift card

B) I feel appreciated with acknowledgment

C) I feel appreciated with acts of service

D) I feel appreciated with food! (Food one may surprise you)

4. One-on-one meetings are necessary. Every time I met with my boss or leader, it always was so helpful because it was a time to hear expectations again and I was able to voice my opinion just to them. Be aware of the time and make it short, but when people are actually kept accountable and cared for, they will keep coming back with great work.

5. Inspire them. Your team will notice how you treat others, how you work, and how you respond to stressful situations. Be great, remember to always keep learning, share your knowledge, and lift those up around you.

David Witt from The Ken Blanchard Companies said, “Look back at your own experience and you’ll probably discover that your best boss brought out the best in you because he or she expected a lot and also supported your growth and development. That’s the one-two punch that creates high levels of engagement and performance!”

People need leaders who know them, care for them, and speak truth to them!

GingerSnap Here!

7 Things You Should Know About GingerSnap

1. I am here to serve you! Now this is a bold statement because I don’t know everyone’s love language and how you specifically need to be served at this moment, but my goal is to share what I have learned about Servant Leadership and saturate your mind with amazing ideas on how to serve your co-workers, family, friends, and others daily!

2. Youth Ministry and Retirement Communities have a lot of similarities! I worked in Youth Ministry for about 9 years and then at a Retirement Community after that. You may hear some of my stories on this here blog.

3. Ireland has my heart! I am a red head, and as a red head I thought, what other country would I fit in really well? Ireland was that country! I served over there for two years and absolutely loved it, even though I had an appendicitis while I was there, I grew a lot, met the best people, and loved on our community of Westport (google it right now, it’s super cute).

4. I love coffee! Super cliche, but I really do, and I’ve started to really like bulletproof coffee!!

5. Quotes anyone? I have found that I really love filling my mind with things that are true, encouraging, and motivating. Expect a lot of quotes from whatever I am reading that week.

6. GingerSnap is here to ignite your staff to be AWESOME! When I see staff that are underappreciated, not feeling motivated, and not living up to their potential, I want to get in there and say, “HEY! You’re AWESOME, and I want to tell you why that’s true!”

7. Servant Leadership. This term, servant leadership, is what I promote, care about, and love to talk about. The act of being an excellent leader while serving others should be the way of all leaders. This does not mean that leaders should be push overs, or that they should lead by intimidation, but lead with integrity, strength, and servanthood!

My goal for this blog is to provide you with the right motivation, tools and skills to be excellent leaders!

“If serving is below you, leadership is beyond you.” -anonymous

Read more at:www.gingersnaptraining.com