McKee Consulting – McKee Consulting

Aaron Sorkin wrote that line for WESTWING and I will never forget it.

I love this time of year. It causes everyone to take at least a minute to STOP and THINK.

Questions like:

Am I getting too old?
Am I going too fast?
Am I working too hard?
Am I trying to scheme to get the next gig?
Am I really living in the now moment?

“I have come to believe in so many strange things over the years. I have had many ‘wow’ experiences, and because of that, I have very little reason to doubt that there is truth about things that are beyond what I can see or predict.”

Intention and a vision in a future, you cannot see, is where the fun is. The past has its moments, and sometimes they are really great. But that is not a reason to look back all the time. Looking through the rearview mirror causes you to bump into things. The only thing the past can do, is to help you make a prediction based on old facts. But what about the things you didn’t predict?

Imagination is funny. It allows you to dream of things that have not yet happened. I like that. I can put a lot of faith in that. Experience is all that teaches…words never teach. Let’s have a New Year of Intention, Consciousness, and Vision. That is what I […]

Communication is a Function of INTENTION

Everyone sure learned that lesson this past week! The news is giving us all a lesson. If you say you’re joking but the words are mean, you’re NOT joking, you’re mean. In all our classes we teach Customer Service Reps to be kind in word and in deed. Sarcasm just doesn’t work. Words that deride the company you work for make your business suspicious. Hedging on speaking the price makes the customer fearful and nervous. Let’s use words that communicate what we really mean. L-A-M-A Lessons on AMAZON . . .

Instead of: “I understand your concern.” This almost always sounds canned and expressionless…say this instead and mean it. “We are so sorry that happened. You did the right thing to call and you have the right person. I will get on it immediately. What happened exactly?”

“What is your account number, do you happen to have that handy?”

Instead of: “Why do you want to cancel?”

Demonstrate you care by acknowledging the customer has the right to change his or her mind and you just want to know why so that you may find a way to solve, dissolve, or resolve the matter completely. NEVER ask “Why?”

Say THIS: “I am so sorry to hear that. Our job is to assist you with your account and any other thing that may make your experience with us a good one. May I ask what caused you to make that decision?”

Check out the words you use and the intent behind […]

Christmas, Didn’t you get the memo

Communication is a Function of INTENTION