Happy Customers and Valentine's Day

My cousin, Belinda, owns and runs a small suburban florist shop in Melbourne, Australia. For the past couple of years I have helped out on the two busiest days of her business year - Valentine's Day and Mothers' Day.



Okay, I have no artistic ability at all in flower arrangement (Belinda has a fine arts degree), so I help out with the deliveries.

And, do you know what, it's one of the most enjoyable jobs I have ever had.

Imagine this ... Everyone you deal with during your workday is happy to see you. They smile. They blush. They thank you.

And do you know something else, it gets even better.

Because it's not that they're happy to see Belinda's (very) part time delivery driver.

And it's not just that they're happy with the product they get - but that is part of it.

It's because they are happy about the thought behind someone sending them some flowers.

Is all this happiness over-rated?

No way.

There's been a fair amount of research conducted on happiness (sounds like another terrific part-time job for me), and some of the benefits of being happy include:

* Living longer.
* Making more friends.
* Making more money.
* Feeling better.
* Being more creative.

My old school friend, Michael Stanier, a former Rhodes Scholar and Canadian Coach of the Year has more to say about the benefits of happiness and positive psychology here.

But every day isn't Valentine's Day with a van full of red roses, cuddly bears and balloons ... or is it?

Imagine how good it would be, if all of your interactions with your workmates, your clients and customers, your friends and loved ones were happy and positive ones.

Imagine also if we each gave something of ourselves to each of these interactions. I'm not talking about flowers. How about a smile? A word of praise? A hello? A joke?

Try it. Go on. I'll be trying to beat you to it!

Victim Mentality

Last night I attended a professional development session for executive coaches run by the Institute of Executive Coaching (Australia) , and one of the subjects that came up was working with counterparts or clients with a victim mentality.

I'm sure you've met someone like this. You might even do it yourself sometimes. When we see ourselves as the victims we are thinking and perhaps saying things like:

* It's not my fault.

* No one else gets it. They're all too stupid.

* Can you believe what she did to me?

* I'm sick and tired of...

* I'm always so busy I never have time for myself.

* Why does this always happen to me?

* That's the way it's always been around here.

* It's the system.

One of the interesting things that I see in my work, is that this sort of attitude also manifests itself in teams as well as individuals.

So, just what is a victim mentality?

It's often described as when someone is always blaming someone (or something else) for the bad things that happen to them. As it develops, it can become so extreme that the person begins to think that bad things always happen to them. They rarely, if ever, take responsibility for their own actions.

Seeing this sort of mentality in an individual or a team is a massive danger sign.

So, what can we do about it?

I always like to use an adaptation of Stephen Covey's Circles of Influence and Concern.

Sure, there are lots of things we are concerned about, but over which we have little control. But there are many things that we can influence, where we do have direct control.

Covey illustrated this by drawing two concentric circles - the larger circle he labelled the circle of concern, and the smaller circle inside this larger one, he labelled the circle of influence.

For example, I have a mortgage and I am always concerned about the speculation that the Reserve Bank will raise official interest rates, and that my bank will pass these on to me, increasing my monthly payments. I have no direct control over what the Reserve Bank or what my bank will do. So the official interest rates would be one issue that I could pencil into my large circle of concern.

But what do I control over my mortgage? Not the official interest rate certainly, but I can choose a fixed or variable rate. I can increase or decrease my monthly payments (within reason). I can increase the frequency of my payments. I have a number of choices about the actions I can take. So I could pencil these issues into my smaller circle of influence.

The point is, that I CHOOSE to do something. I can be proactive, or I can be reactive. It's my CHOICE. It's not the circumstances or the Reserve Bank that control that choice.

And this blog is not just about Ric's mortgage. We all have direct control over such critical things as our behaviour, our attitudes and our decisions. When we realise this, we can gradually begin to expand our circle of influence so that we begin to assert more control over those other things that concern us.

While we cannot always control the circumstance, we can control our response to it. We are responsible and accountable for that response. We have no one else to blame for it. It's not pop psychology. It works.

So, do you or your team choose to stay as victims, or do you choose a different response?