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One of the first things I read this morning was an email from my cousin. This came my way and I decided to share it:

Author: Unknown
“I woke up early today excited about all I get to do before the clock strikes midnight.

I have responsibilities to fulfill today. My job is to choose what kind of day I’m going to have.

I can complain because the weather is rainy or I can be thankful that the grass is getting watered for free.

Today I can feel sad that I don’t have more money, or be glad that my finances encourage me to plan my purchases wisely and guide me away from waste.

Today I can grumble about my health, or I can rejoice that I am alive.

Today I can lament over all that my parents didn’t give me when I was a child,
or I can be grateful that they allowed me to be born.

Today I can cry because roses have thorns, or I can celebrate that thorns have roses.

Today I can whine because I have a job or I can shout for joy because I have a job to do!

Today l can complain because I have to go to school, or I can eagerly open my mind and fill it with new tidbits of knowledge.

Today I can murmur dejectedly because I have housework, or I can feel honored because the Lord had provided shelter for my mind body and soul.

Today stretches ahead of me waiting to be shaped, and here I am the sculptor who gets to do the shaping.

What today will be like is up to me. I get to choose what kind of day I will have.

So have a great day- unless you have other plans”

Together Everyone Achieves More - each of us has an impact on excellence.

Nature Of Excellence - Funny bloopers R us

Great video on how gardening and growing a garden are like building a strong organization.

Growing People - More bloopers are a click away

I love the UK. Following is a good video on leadership:

by: Anne Haynes

Today, I did my PR rounds at the agency; talking to account executives and producers. One account executive stood out and he/she turned me onto cli.ent.co.pi.a. After sending the link to my home computer, it became apparent to me after just a few scans with the eye that this site truly represents the world of customer service. As a client and a service person, I see both sides and have several highlighted memories in my mind of being completely and totally disappointed from a client perspective.

Because of this new found site, I must share my own experiences. I was working with a client and was supporting his/her needs to stay on a certain ASP. My client wanted to leverage the current marketing promotion of free internet hours. I drove from San Jose to San Francisco in my VW Golf (killing my clutch) and found myself drinking a glass of Markum Merlot with my client and being placed on hold for over 45 minutes. Finally after almost an hour, a person picked up and to my surprise I was not at the customer support of the ASP, but the customer support for a financial institution. The customer support representative from the financial institution apologized over and over. But I wasn’t done! At this point, my car had concerns, my client was cool, but I was determined to make a difference.

So, I called the ASP back and reiterated the above and the response from the customer support representative at the ASP was, in so many words, sorry but some of the people working at the ASP in the customer support center find it funny to drop clients into the financial partner queue.

I moved my client from one ASP to an ISP and taught him/her to use the internet like it’s supposed to be used.

In summary, don’t discount customer services. When you have a bad experience express yourself and make a difference. Just like the environment and recycling as customers we make change by increasing awareness of these issues.

by: Anne Haynes

I was given an awesome opportunity by my organization to attend the MAP Management Action Plan (MAP) experience. In business, accountability is always difficult because some people want it and others do not.

I was pleasantly surprise when I visited the MAP web site to find out the Dean of Students from San Jose State University; Bruce R. Magid, Ph.D.Dean attended the MAP workshop and is now running the campus.

I graduated from SJSU and because I was dedicated, I learned a large volume of information in a short period of time. My degree in Management Information Systems was focused on the business application of MIS. SJSU was the pioneer in 1996 for this hybrid model. While I do not have much updated information on SJSU, the MAP experience was awesome and it is a pleasure to know that my University has been through the MAP program