Go Wild! Go GREAT! The Journey from Now to WOWTM

Blueprint for Success: Don't forget the Coffee!

         

  It was great to celebrate the publishing of my new book "Blueprint for Success" with colleagues and friends in Costa Rica this past Tuesday Night.   When "Go Wild-Survival Skills for Business and Life " was published two years ago, I was thrilled to record the audio book right here in the rainforests of Costa Rica, where, gasp, still No Starbucks can be found!  Not too worry! I consider  Costa Rica Coffee to be among the finest Coffee  in the world.  If you don't believe me, just ask Grace Mena and the International Women's Coffee Alliance.   I am now working with Grace in planning the First Internationl Women in Coffee Conference to be hosted here in Costa Rica this October!   The International Women's Coffee Alliance is exactly the type of organization that our author team speaks about in "Blueprint for Success"---combining good business with giving back to the community .  The Java Divas that makeup the group also known as "Women in Coffee"  believe their business is not only making coffee, it's about making life better for women in Coffee Producing Countries, while improving their own leadership skills.  Visit the Women's Coffee Alliance and support their incredible work at http://www.womenincoffee.org/web/homepage.asp

  Working in collaboration with a team of authors on "Blueprint for Success" including Dr. Stephen Covey and Ken Blanchard has indeed been a remarkable journey that entailed not only lots of coffee but creative input.  Thanks to my co-authors, clients and my own tribal support team who have taught me, not only what drawing a Blueprint is all about, but how you actually build your house, once you have a plan in hand.

Go Wild! Go GREAT! and Grab a Cup of Coffee! 

Order Blueprint for Success at www.gowildgogreat.com

Plan your next business meeting or convention in Costa Rica!  www.retreatscostarica.com

 

                  

Nip, Tuck and Knees in Costa Rica--Why U.S. Citizens seek Medical Care outside of home borders?

Rosemary Arriving Home 5 Hours After Surgery!  At left at home with the best nurse in the world, Lola, who has cared for our house and family for over 9 years and  4 legged nurse, Bucky

-

Having lived in Costa Rica for over 10 years this is not my first surgery in tropical paradise.  The first arthroscopic surgery was done over two years ago, by one of the best knee men in the business, Dr. Oscar Oeding Bermudez who works out of Clinica Biblica in San Jose, Costa Rica.    I call him the Dr. to the Stars because last week a U.S film crew was following him around as part of a documentary on why so many U.S Citizens are flocking to Costa Rica for both medical and elective surgery.   It was on 20/20! Costa Rica offers outstanding medical care at a fraction of U.S health care prices--something hopefully the next U.S president will be able to address.  It's really quite a concern when the citizens of a first world country like the United States are required to leave their borders to find quality care at affordable prices.  Today, it was time for the left knee surgery, caused by what my Dr. says is pure, dumb luck and bad knees!  I didn't tell him that when I'm conducting leadership, customer service and creativity seminars, I run around for 8 hours non-stop and even do management martial arts.  Nor the fact that my first injury was caused by watching a Billy Blanks Tae Boe Video and really embracing the concept of no pain/no gain.  When Billy  challenged me in his dog tags to push past it...I listened.  Unfortunately I pushed past my meniscus.

So Why Costa Rica and What Can you Expect from Surgery Here?

First, the Dinero!

The surgery that I had today cost me out of pocket slightly more than $500.00.  I have very reasonable and very good in-country insurance but if you were paying without coverage the cost would be $2,700.  Comparatively in the United States the same operation would be approximately $8,000 - $10,000.  This ratio holds true for most medical procedures.  Take for example, the woman from Florida who was going into surgery while I was in recovery.

My hospital companion saw that special on 20/20 and was having breast implants, full lipo including a tummy tuck and a face lift.  Her costs which cover hospital stay and two weeks at a luxury recovery center will be $11,000.  She priced it in the states: $40,000.   This procedure has been a dream for her since she lost over 100 pounds and wanted things to hang in the right places.  I believe we were bed mates for a reason.  She told me that all of her family and friends could not believe she was going to a foreign country to have this done.  Her mother waiting outside pacing the halls.  I'm sure she found it comforting that her bed was next mine.  Here's a gringa and fellow veteran of the medical war  who not only  speaks English, she is  seemingly coherent just one hour after surgery.  I also told her about the many other women I had worked with through Retreats Costa Rica that spent their first week at the Recovery Spa, and spent a few days with us, exploring the country.  Women use that extra time to attend personal growth and goal setting/health workshops, so that both mind and body are in harmony. Hot Tip:  Having work done" also means  an inside job on your own psychology including personal goal setting and techniques to replace unhealthy habits with healthy ones.   

Let's Talk About the Quality of Patient Care in Costa Rica

Pre-Operative:  The week before my surgery, Dr. Oeding and Damarys, his able assistant were e-mailing me  over the weekend, not only checking on my discomfort from the injury but advising me of check-in procedures.  An MRI gave the Dr. a clear vision of the problem and he expedited all the paperwork that was waiting for me at the hospital.  Honestly, it felt like I was checking into a Hyatt, not a Hospital as Jonathan, My Concierge, AKA Admissions rep, had my arm band, paperwork and chart ready and within 20 minutes was taking my overnight bag and personally escorting me to pre-op.  I may coach him a tad on hospital humor.  When he saw My Dr's name he said  "Don't worrry Rosemary, you have a good doctor."  I asked him "okay, so when you look at the chart and see a bad Dr., do you tell  the patients that they've got a dog?"

Let us not forget Costa Rica's Modern Hospitals where rooms are equipped with Flat Screen T.V's, Room Service Menus and Companion Beds so that you don't need to sleep alone.   

Now regardless of what hospital you go to.....don't you just those hospital gowns?  Well they are breezy and hardly make a fashion statement even in Costa Rica.  (Hot Hospital Gowns to Go is my next idea for on-line marketing.)  Picture this, choice of Hospital Gown in aHot Color with the Hospital Logo and while allowing for needed access by the medical staff, keeps you under wraps.  I will say that Clinica Biblica compensates for the skimpy garb, with a hot blower under the blanket.  Yes, a toasty state of the art blowing machine that keeps you warm while you're under wraps is a treat to die for.

Let's talk state of the art medical care .... I have a video of the entire operation coming next week when I check in with the Dr.    In comparison to the Bad B movies I have been renting lately it will be a treat.  Makes me nostalgic for that old 60's movie where they shrunk the people and placed them in a human body.  My movie friend, Dan is here, and tells me the movie featured the Goddess, Raquel Welch and is called "The Fantastic Voyage"

About Pain Management: My Dr. puts a numbing agent in the knee during the surgery, so I'm in very little pain for the worst part of the recovery--the first three days.  Let us not forget that the first surgery gave me complete mobility so I have no doubt that my surgeon is a magician.

Finally, Party Time.   I have visited friends frequently in the hospital and we gringos have created our own tradition.  It's called the "Clinica Biblica Blues Party".    When someone goes in the hospital, friends and family gather with libations and tasty treats.  Somehow I'm thinking that would be against the rules in U.S. Hospitals.      I recall when a new mother here had her family in right after delivery,  cracking champagne to celebrate the new birth.  There should be some celebrating going on in more hospitals--we get well and give birth there.

I hope this blog helps some of you who may be considering surgery in Costa Rica including "having a little work done".  It may also be soothing to those of you considering a move to Costa Rica and evaluation of health care.

Or:   If you don't need to work on body parts, you can simply  get a "Life Lift" at Retreats Costa Rica.  For Additional Information on our Personal Growth, Leadership and Executive Incentive Business meetings in Costa Rica write us at www.retreatscostarica.com   Costa Rica is only a 2.5 hour flight from Miami, 3.5 from Houston and 4.5 hours from New York.  It also qualifies a s a tax-deductible location for business expenses.

www.retreatscostarica.com

For information on Living in Costa Rica and Real Estate  www.dreamincostarica.com

For information on Rosemary's new Book with Dr. Stephen Covey and Ken Blanchard, visit www.gowildgogreat.com. Bring Rosemary's 1 and 2 day Go Wild! Go GREAT Safaris in Customer Service, Leadership and Creativity to your organization and Take Your Business from Now to WOW!TM

 

Rosemary Arriving Home 5 Hours After Surgery!  At left at home with the best nurse in the world, Lola, who has cared for our house and family for over 9 years and  4 legged nurse, Bucky

-

Having lived in Costa Rica for over 10 years this is not my first surgery in tropical paradise.  The first arthroscopic surgery was done over two years ago, by one of the best knee men in the business, Dr. Oscar Oeding Bermudez who works out of Clinica Biblica in San Jose, Costa Rica.    I call him the Dr. to the Stars because last week a U.S film crew was following him around as part of a documentary on why so many U.S Citizens are flocking to Costa Rica for both medical and elective surgery.   It was on 20/20! Costa Rica offers outstanding medical care at a fraction of U.S health care prices--something hopefully the next U.S president will be able to address.  It's really quite a concern when the citizens of a first world country like the United States are required to leave their borders to find quality care at affordable prices.  Today, it was time for the left knee surgery, caused by what my Dr. says is pure, dumb luck and bad knees!  I didn't tell him that when I'm conducting leadership, customer service and creativity seminars, I run around for 8 hours non-stop and even do management martial arts.  Nor the fact that my first injury was caused by watching a Billy Blanks Tae Boe Video and really embracing the concept of no pain/no gain.  When Billy  challenged me in his dog tags to push past it...I listened.  Unfortunately I pushed past my meniscus.

So Why Costa Rica and What Can you Expect from Surgery Here?

First, the Dinero!

The surgery that I had today cost me out of pocket slightly more than $500.00.  I have very reasonable and very good in-country insurance but if you were paying without coverage the cost would be $2,700.  Comparatively in the United States the same operation would be approximately $8,000 - $10,000.  This ratio holds true for most medical procedures.  Take for example, the woman from Florida who was going into surgery while I was in recovery.

My hospital companion saw that special on 20/20 and was having breast implants, full lipo including a tummy tuck and a face lift.  Her costs which cover hospital stay and two weeks at a luxury recovery center will be $11,000.  She priced it in the states: $40,000.   This procedure has been a dream for her since she lost over 100 pounds and wanted things to hang in the right places.  I believe we were bed mates for a reason.  She told me that all of her family and friends could not believe she was going to a foreign country to have this done.  Her mother waiting outside pacing the halls.  I'm sure she found it comforting that her bed was next mine.  Here's a gringa and fellow veteran of the medical war  who not only  speaks English, she is  seemingly coherent just one hour after surgery.  I also told her about the many other women I had worked with through Retreats Costa Rica that spent their first week at the Recovery Spa, and spent a few days with us, exploring the country.  Women use that extra time to attend personal growth and goal setting/health workshops, so that both mind and body are in harmony. Hot Tip:  Having work done" also means  an inside job on your own psychology including personal goal setting and techniques to replace unhealthy habits with healthy ones.   

Let's Talk About the Quality of Patient Care in Costa Rica

Pre-Operative:  The week before my surgery, Dr. Oeding and Damarys, his able assistant were e-mailing me  over the weekend, not only checking on my discomfort from the injury but advising me of check-in procedures.  An MRI gave the Dr. a clear vision of the problem and he expedited all the paperwork that was waiting for me at the hospital.  Honestly, it felt like I was checking into a Hyatt, not a Hospital as Jonathan, My Concierge, AKA Admissions rep, had my arm band, paperwork and chart ready and within 20 minutes was taking my overnight bag and personally escorting me to pre-op.  I may coach him a tad on hospital humor.  When he saw My Dr's name he said  "Don't worrry Rosemary, you have a good doctor."  I asked him "okay, so when you look at the chart and see a bad Dr., do you tell  the patients that they've got a dog?"

Let us not forget Costa Rica's Modern Hospitals where rooms are equipped with Flat Screen T.V's, Room Service Menus and Companion Beds so that you don't need to sleep alone.   

Now regardless of what hospital you go to.....don't you just those hospital gowns?  Well they are breezy and hardly make a fashion statement even in Costa Rica.  (Hot Hospital Gowns to Go is my next idea for on-line marketing.)  Picture this, choice of Hospital Gown in aHot Color with the Hospital Logo and while allowing for needed access by the medical staff, keeps you under wraps.  I will say that Clinica Biblica compensates for the skimpy garb, with a hot blower under the blanket.  Yes, a toasty state of the art blowing machine that keeps you warm while you're under wraps is a treat to die for.

Let's talk state of the art medical care .... I have a video of the entire operation coming next week when I check in with the Dr.    In comparison to the Bad B movies I have been renting lately it will be a treat.  Makes me nostalgic for that old 60's movie where they shrunk the people and placed them in a human body.  My movie friend, Dan is here, and tells me the movie featured the Goddess, Raquel Welch and is called "The Fantastic Voyage"

About Pain Management: My Dr. puts a numbing agent in the knee during the surgery, so I'm in very little pain for the worst part of the recovery--the first three days.  Let us not forget that the first surgery gave me complete mobility so I have no doubt that my surgeon is a magician.

Finally, Party Time.   I have visited friends frequently in the hospital and we gringos have created our own tradition.  It's called the "Clinica Biblica Blues Party".    When someone goes in the hospital, friends and family gather with libations and tasty treats.  Somehow I'm thinking that would be against the rules in U.S. Hospitals.      I recall when a new mother here had her family in right after delivery,  cracking champagne to celebrate the new birth.  There should be some celebrating going on in more hospitals--we get well and give birth there.

I hope this blog helps some of you who may be considering surgery in Costa Rica including "having a little work done".  It may also be soothing to those of you considering a move to Costa Rica and evaluation of health care.

Or:   If you don't need to work on body parts, you can simply  get a "Life Lift" at Retreats Costa Rica.  For Additional Information on our Personal Growth, Leadership and Executive Incentive Business meetings in Costa Rica write us at www.retreatscostarica.com   Costa Rica is only a 2.5 hour flight from Miami, 3.5 from Houston and 4.5 hours from New York.  It also qualifies a s a tax-deductible location for business expenses.

www.retreatscostarica.com

For information on Living in Costa Rica and Real Estate  www.dreamincostarica.com

For information on Rosemary's new Book with Dr. Stephen Covey and Ken Blanchard, visit www.gowildgogreat.com. Bring Rosemary's 1 and 2 day Go Wild! Go GREAT Safaris in Customer Service, Leadership and Creativity to your organization and Take Your Business from Now to WOW!TM

 

Rosemary Arriving Home 5 Hours After Surgery!  At left at home with the best nurse in the world, Lola, who has cared for our house and family for over 9 years and  4 legged nurse, Bucky

-

Having lived in Costa Rica for over 10 years this is not my first surgery in tropical paradise.  The first arthroscopic surgery was done over two years ago, by one of the best knee men in the business, Dr. Oscar Oeding Bermudez who works out of Clinica Biblica in San Jose, Costa Rica.    I call him the Dr. to the Stars because last week a U.S film crew was following him around as part of a documentary on why so many U.S Citizens are flocking to Costa Rica for both medical and elective surgery.   It was on 20/20! Costa Rica offers outstanding medical care at a fraction of U.S health care prices--something hopefully the next U.S president will be able to address.  It's really quite a concern when the citizens of a first world country like the United States are required to leave their borders to find quality care at affordable prices.  Today, it was time for the left knee surgery, caused by what my Dr. says is pure, dumb luck and bad knees!  I didn't tell him that when I'm conducting leadership, customer service and creativity seminars, I run around for 8 hours non-stop and even do management martial arts.  Nor the fact that my first injury was caused by watching a Billy Blanks Tae Boe Video and really embracing the concept of no pain/no gain.  When Billy  challenged me in his dog tags to push past it...I listened.  Unfortunately I pushed past my meniscus.

So Why Costa Rica and What Can you Expect from Surgery Here?

First, the Dinero!

The surgery that I had today cost me out of pocket slightly more than $500.00.  I have very reasonable and very good in-country insurance but if you were paying without coverage the cost would be $2,700.  Comparatively in the United States the same operation would be approximately $8,000 - $10,000.  This ratio holds true for most medical procedures.  Take for example, the woman from Florida who was going into surgery while I was in recovery.

My hospital companion saw that special on 20/20 and was having breast implants, full lipo including a tummy tuck and a face lift.  Her costs which cover hospital stay and two weeks at a luxury recovery center will be $11,000.  She priced it in the states: $40,000.   This procedure has been a dream for her since she lost over 100 pounds and wanted things to hang in the right places.  I believe we were bed mates for a reason.  She told me that all of her family and friends could not believe she was going to a foreign country to have this done.  Her mother waiting outside pacing the halls.  I'm sure she found it comforting that her bed was next mine.  Here's a gringa and fellow veteran of the medical war  who not only  speaks English, she is  seemingly coherent just one hour after surgery.  I also told her about the many other women I had worked with through Retreats Costa Rica that spent their first week at the Recovery Spa, and spent a few days with us, exploring the country.  Women use that extra time to attend personal growth and goal setting/health workshops, so that both mind and body are in harmony. Hot Tip:  Having work done" also means  an inside job on your own psychology including personal goal setting and techniques to replace unhealthy habits with healthy ones.   

Let's Talk About the Quality of Patient Care in Costa Rica

Pre-Operative:  The week before my surgery, Dr. Oeding and Damarys, his able assistant were e-mailing me  over the weekend, not only checking on my discomfort from the injury but advising me of check-in procedures.  An MRI gave the Dr. a clear vision of the problem and he expedited all the paperwork that was waiting for me at the hospital.  Honestly, it felt like I was checking into a Hyatt, not a Hospital as Jonathan, My Concierge, AKA Admissions rep, had my arm band, paperwork and chart ready and within 20 minutes was taking my overnight bag and personally escorting me to pre-op.  I may coach him a tad on hospital humor.  When he saw My Dr's name he said  "Don't worrry Rosemary, you have a good doctor."  I asked him "okay, so when you look at the chart and see a bad Dr., do you tell  the patients that they've got a dog?"

Let us not forget Costa Rica's Modern Hospitals where rooms are equipped with Flat Screen T.V's, Room Service Menus and Companion Beds so that you don't need to sleep alone.   

Now regardless of what hospital you go to.....don't you just those hospital gowns?  Well they are breezy and hardly make a fashion statement even in Costa Rica.  (Hot Hospital Gowns to Go is my next idea for on-line marketing.)  Picture this, choice of Hospital Gown in aHot Color with the Hospital Logo and while allowing for needed access by the medical staff, keeps you under wraps.  I will say that Clinica Biblica compensates for the skimpy garb, with a hot blower under the blanket.  Yes, a toasty state of the art blowing machine that keeps you warm while you're under wraps is a treat to die for.

Let's talk state of the art medical care .... I have a video of the entire operation coming next week when I check in with the Dr.    In comparison to the Bad B movies I have been renting lately it will be a treat.  Makes me nostalgic for that old 60's movie where they shrunk the people and placed them in a human body.  My movie friend, Dan is here, and tells me the movie featured the Goddess, Raquel Welch and is called "The Fantastic Voyage"

About Pain Management: My Dr. puts a numbing agent in the knee during the surgery, so I'm in very little pain for the worst part of the recovery--the first three days.  Let us not forget that the first surgery gave me complete mobility so I have no doubt that my surgeon is a magician.

Finally, Party Time.   I have visited friends frequently in the hospital and we gringos have created our own tradition.  It's called the "Clinica Biblica Blues Party".    When someone goes in the hospital, friends and family gather with libations and tasty treats.  Somehow I'm thinking that would be against the rules in U.S. Hospitals.      I recall when a new mother here had her family in right after delivery,  cracking champagne to celebrate the new birth.  There should be some celebrating going on in more hospitals--we get well and give birth there.

I hope this blog helps some of you who may be considering surgery in Costa Rica including "having a little work done".  It may also be soothing to those of you considering a move to Costa Rica and evaluation of health care.

Or:   If you don't need to work on body parts, you can simply  get a "Life Lift" at Retreats Costa Rica.  For Additional Information on our Personal Growth, Leadership and Executive Incentive Business meetings in Costa Rica write us at www.retreatscostarica.com   Costa Rica is only a 2.5 hour flight from Miami, 3.5 from Houston and 4.5 hours from New York.  It also qualifies a s a tax-deductible location for business expenses.

www.retreatscostarica.com

For information on Living in Costa Rica and Real Estate  www.dreamincostarica.com

For information on Rosemary's new Book with Dr. Stephen Covey and Ken Blanchard, visit www.gowildgogreat.com. Bring Rosemary's 1 and 2 day Go Wild! Go GREAT Safaris in Customer Service, Leadership and Creativity to your organization and Take Your Business from Now to WOW!TM

 

On Branding, Good Business and M & M'S

How does a product that has been around forever, update it's image for a new generation of consumers?

Last night I spent about a half an hour on an  an interactive site in which you can create your own M & M character based on your personal traits and desires.  http://www.becomeanmm.com/  Both Adults and Children should check it out!   It's a great creative on-line activity for children and adults and a worthwhile on-line field-trip for any professional in branding, marketing and  product sales. 

It's pretty cool,  as you pick from a template of colors, fashion styles and accessories.   Cheaper than plastic surgery, who has to know that  you pick an M & M  body type slimmer than your own.   Once you have created your candy character (I created mine in about 10 minutes)  you can send e-cards to friends and even make your personal M & M  a "movie star"  with top billing in a feature film.   Talk about building Brand Loyalty !

The folks at M & M candies  have even figured out how to build a profit center into their on-line marketing.  In addition to all of the free designs, movies and e-cards, you can also buy a vast array of products  from shirts to mugs bearing your unique M & M persona.   

Another example of M & M's sensitivity to market demand for personalization is they have branched into creating "Special Event M & M's"  with unique messages for weddings and corporate events.  So, in the quest to capture our sweet tooth, hats off to M & M Candies, for not only honoring our preference for plain or peanut, but capturing our imagination and our special interests.

Rosemary Rein, Ph.D  is a Sales, Customer Service and Leadership Consultant.  Her books include "Go Wild! Survival Skills for Business and Life" and "Blueprint for Success" with Dr. Stephen Covey and Ken Blanchard. www.gowildgogreat.com

 

Hearst Castle: A Blueprint in Creative Partnership

While facilitating a YPO Leadership Session at the Alisal Ranch in California last month, I decided to take a field trip to see for myself, the creative partnership between one of the world's most powerful men and one of the most acclaimed architects.   Let's salute , in an age when some are still unbelievably questioning in the United States,  if the time is right to have any woman in the White House.... That the year is 1927 and the architect partner represents female brilliance at it's finest:  Architect, Julia Morgan .  I loved watching the silent films that captured the quiet conversations held between the shy and unassuming Morgan and the larger than life Hearst , walking the property and making changes on the blueprints.  There were many.

The creative duo dug up and did the pool a few times before they got it right and I couldn't help but think as I watched the films , that  Julia must have had extreme patience with the "Chief's prerogative to change his mind" and adjust her breathtaking designs many times over.

It almost impossible to describe Hearst Castle, a 165-room Moorish design with 127 acres of gardens, terraces, pools and walkways, furnished with Spanish and Italian antiques and art, flanked by three large guest houses. In its heyday, Hearst Castle had a zoo, tennis courts and two magnificent swimming pools.  It is a must see as part of American history and if you are visiting the area of  San Simeone, California, be sure to write for tour tickets months in advance.  One does just not casually walk into the castle!

Like her mentor, Bernard Maybeck, Julia Morgan was an eclectic architect who worked in a variety of styles. She was known for her painstaking craftsmanship and for designing interiors that incorporated the owners' collections of art and antiques.    Like any great designer, architect, or business owner, Morgan  knew it was never about her.  It was always about what her client "The Chief wanted"

Creative Partnership requires the ability to blend different points of view and maximize the strengths of each party.  It requires not just visualizing a dream but listening to the heartbeat of the Chief, otherwise known as the customer.It took them 28 years to complete the dream .

www.gowildgogreat.co

 

Get Rid of the Office Bully: Institute a Positive Workplace Campaign

"BULLY FREE ZONE""

I was stunned to read in this month's ASTD Journal ,according to a recent study by the Workplace Bullying Institute,that almost 40 percent of workers report that they have been bullied at worK .

According to the report, Bullying ranges from verbal actions, such as cursing, to physical violence with  the leading sources of bullying include less management training, high stress, and long hours caused by added responsibility.  There was equally bad news about open door  HR policies on the issue , when  around 40 percent of workplace victims never report bullying to their employers, and those who do often find that their superiors ignore the issue or make the problem worse.  Yikes!

There's a  Big Price to pay for the  Bully problem above and beyond psychological assault to employees, when a reported 64 percent of affected employees eventually leave  their jobs due to bullying.  Think turnover/replacement costs ,not counting  the costs of litigation because managers do not handle complaints appropriately.

So What's an  HRD Manager to do?  Well, first of all In order to reduce the frequency of bullying, they must enforce strict policies and educate employees to create a positive and productive workplace.

Rules of Team Behavior and institution of a Company Wide Team Communications Training Program can be delivered in a fun and motivating format that also  improves both team and customer communications.

Finally, Bring a Positive Workplace Campaign to your organization that will reinforce your company's commitment to creating and maintaining a positive and safe environment for all employees.  No Bullies Allowed.

Rosemary Rein, Ph.D is the Author of "Blueprint for Success" and "Go Wild! Survival Skills for Business and Life".  She conducts 1 and 2 day Now to WOW!TM Communications Seminars designed to improve both team and client communications.  www.gowildgogreat.com

 

Because Love is having to Say You're Sorry! Writing The Customer Apology Letter/The American Airlines Case Study

The Customer Service Apology Letter:

It was bad.  It was annoying.  It was frustrating. And Yes, somebody sure better apologize and American Airlines did!  This past week the airline saw canceled flights, stranded passengers (including one 93 year old grandmother, I know of, forced to camp 0ut in an airport for 15 hours) .  Well,  today I received the letter below in my e-mail  and even though I was one of the lucky ones last week and was not traveling, I received this formal apology letter as a frequent flyer and hopefully valued customer of American Airlines.

Okay, so the only pain I experienced was watching weary AA travelers on CNN. However, if I was traveling (and I'm usually on a plane every week) The American Airlines "I'm sorry Letter"  would make me feel better. What makes a good customer service apology letter?  I think you have the ingredients in the letter below:

--Be brief and include a heartfelt "I'm sorry" to the customer.

-Don't make lots of excuses but rather indicate clearly when the problem will be resolved and express  empathy for customer inconvenience.

-Most importantly, express your understanding that your business is important to us and cut the crap! Tell us "what you have learned" from the experience and promise that you will do better in an effort to keep our business.

Take a peak at the letter below---Does your Company say it's sorry when it needs to and is that apology letter good enough to take the pain away of your poor customer service?   

Rosemary Rein has authored the chapter on WOW Customer Service in a new book entitled "Blueprint for Success" with Dr. Stephen Covey and Ken Blanchard.  Order the book at www.gowildgogreat.com or bring Now to WOW Customer Service to your Organization---1 day Customer Service SAFARIS that bring your service levels from Now to WOW!TM

April 11, 2008

Dear Rosemary Rein,

As one of our most valued customers, please accept my apology on behalf of American Airlines(R) to you, your family and your fellow AAdvantage(R) customers for disrupting so many peoples' lives with the recent flight cancellations related to the inspection of our MD-80 aircraft fleet.

As you can imagine, American's decision to cancel thousands of flights this week was difficult, and it undoubtedly created concern among our best customers - even those who had no travel plans during the period.

If in your travels you were among the many who have been personally affected, I sincerely regret the inconvenience you have experienced. Our employees will continue to work around the clock to accommodate all who still need to reach their desired destinations. We anticipate returning to a full schedule by Monday.

While the media reports have documented the reasons why American took this action and the steps we're taking to re-accommodate and compensate affected customers, I've also attached an explanation of the events for your understanding.  It's a bit complex, but at the end of it all, please know this:

First, your safety and the safety of our employees remains our number one priority.

Second, we will learn from this experience and we will get better.

Finally, we wholeheartedly appreciate your loyalty to American Airlines, and we remain committed to earning your business each and every day.

Respectfully,

Dan Garton
Executive Vice President
Marketing

P.S. You may have already contacted us via AA.com(R) or by writing directly to Customer Relations.  Let me reassure you that we will respond directly to your contact just as quickly as practical.

****************************************

Does your Organization Sponsor a Book-Club? It's Part of the Blueprint for Success!

Attention CEO's and Chief Learning Officers:

If it's true that "we become the people we spend time with and the books we read", perhaps it's time for your company to sponsor a Business Book Club!   That's just one best practice of leading organizations who recognize that part of the Blueprint for building a successful organization, is making sure that employees at all levels are involved in what Dr. Stephen Covey calls  "Continually Sharpening the Saw" or learning latest best practices and tools not just of your industry but of unlike industries.  Business Book Clubs provide you one more tool outside of traditional training that fosters (open and creative communication and encourages employees to read more than just their e-mails)

Business Book Clubs operate similarly to Personal Book Clubs.  The Club is typically voluntary and often conducted over lunch or immediately after work once a month.  Some companies sponsor the lunch or refreshments to encourage employee involvement.  A Business Book Club list is assembled (based on recommendations from employees )and detailed  3 - 6 months in advance. Hint: One rule for recommending a Book is  the employee must have read it on their own and have found value and practical application to the organization.   Each month there is a different business book club discussion leader.  Typically,  one employee is selected to host/arrange for the meeting room, send out notices to members and arrange hospitality.  There's also one volunteer to be the actual discussion leader.  In addition to developing relevant questions linked to "how do we apply xyz principle to our organization?" That discussion leader has the responsibility for capturing key points of the book club and filtering to appropriate organizational channel. Those channels should include the CEO, HRD Manager and appropriate Department Managers.

You can also spice up the Book Club with Creative Theming linked to the Book Title!  (See Below) 

When I collaborated on "Blueprint for Success", my new book with Dr. Covey, Ken Blanchard and 11 Other Top Business Consultants, the objective was to write short chapters that contained Best Practices for Business and Life that could be used in Business Book Club Discussions.

Free Book Club Training Kits for Training & Business Managers!

In Blueprint for Success, you'll find my Best Practices for "Now to WOW!TM Customer Service" Dr. Covey's thoughts on "Principled Centered Leadership"  Ken Blanchard's view on Chick-fil-A's sales success. There's also Dianne Durkin's Formula for creating a Loyal Workforce and Jim Gottfurcht revealing how to "Manifest Financial Success with the Psychology of Money" plus much more.

If you wish to begin your Organizational Book-Club with this Newly released Anthology of Best Practices, we'll help get you started.  I mentioned creative theming.  The sub-title for Blueprint for Success is "Proven Strategies for Success and Survival".  This title was selected based in part on my audio book "Go Wild! Survival Skills for Business and Life".  Let's face it.  It is a jungle out there and to remain competetive, why not duplicate best practices and avoid the pitfalls with proven blueprints?  Order Blueprint for Success for your team--- and will give you a free themed book club discussion kit including Bright Red "Go Wild! Go GREAT! Now to WOW! Dog TAGS" for each team member and a book club discussion guide.

So what are you waiting for?  Go Wild! Go GREAT! in 2008!  Consider Increasing your Organizational IQ with a little Book Smarts.

To obtain copies of Blueprint and The Book Club Kit, Visit our secure store at www.gowildgogreat.com or write us at  info@gowildgogreat.com   

            

YPO: Young Presidents---Not So Lonely At the Top!

"Improve Team Work and Team Think Through A Collaborative Tribal Council"

     I just returned from facilitating a 2 Day YPO Forum at a California Dude Ranch.  For those of you not familiar with the YPO, this top drawer organization, which has been around since 1950 represents a virtual "Whose Who of Business Leaders"   There's considerable political influence in the group  as well with YPO members including Former Presidents Bill Clinton, George W. Bush,  Nelson Mendela and Fidel Castro.    YPO was founded so that Top Business Leaders (CEO's, Chairmen & Managing Directors) could find wisdom through mutual support and not have to say   "man it's lonely at the top".

       The YPO Mission:  "Better Leaders Through Education and Idea Exchange".  CEO Think tanks are a concept that dates back to Native American Tribal Councils, where the Top Tribal Chiefs gathered around the fire to share best practices of hunting and fishing;  Today those discussions held in the trusted privacy of the CEO Tribal Circle are about a different, but nonetheless challenging , hunt to build a prosperous and ethical organization in a competitive marketplace.  Talk to any CEO! To be beloved and respected  by shareholders, customers and employees, not to mention your number one customer "your own family" requires a mixture of warrior instinct and an ultimate blend of Survival Skills and Emotional Intelligence. Trust me, these execs need support from their peers who know what it's like on the high wire and can share pitfalls and best practices.

         So how do you talk about such serious stuff in a 2 day retreat?  Well the format is not really that different from the Native American Pow-WOW's known as a "Quickening of the People" and the Tribal Council Rituals that are  designed to achieve mind and body connection and build trusted communication  among members.    I wasn't privy to the secret handshake but I did manage to tell the team "I was out of there" if they met at the Badda Bing Club and their Leader's name was Tony.

          There was barely time to breathe in this YPO Retreat with a packed forum agenda that included "A Rocks and Ropes Team Adventure", "A Course in Leadership and Fly Fishing--Add to Your Flybox"  and even a workshop in how the Wisdom of Wine makers can improve Corporate Communications.  During this YPO Tribal Council consisting of   Bankers, Advertising Executives, Hospitality Entrepreneurs, Manufacturing and Logistics Mavens, YPO members  embarked on a Learning Adventure as a Forum Group--understanding that in order to help each other, they needed to know each other first and what better way to do that than with the help of the Great Outdoors!

     During the two days, this YPO Forum  discovered how the 5 keys to Wilderness Survival apply to Success in Business and Life, based on  my Audio Book "Go Wild! Survival Skills for Business and Life". They  shared inside tips and best practices.... like how a CEO can conquer e.mail overload?  There were also two mornings of golf, although we didn't have time in this retreat  to delve into how golf can help improve your leadership game.  There were also critical YPO round-table meetings and an informal after-dinner dialog.

Unlike Keynote Presentations or training seminars, facilitating this type of Senior Team Retreat or Think Tank is not about the speaker message as much as it is the dynamic of building a "trusted group alliance" through structured  activities designed to improve creative thinking and communication between team members.  Careful design of the agenda and activities  to match the team's overall objectives is critical and should include pre-planned debriefing questions that prompt dialogue and practical business application. For example, these YPO Execs shared a hot business idea  while connected together as partners and high up in the air  on "high wires". HUA!  The different perspective from above the tree line.

If you're Business or Peer Team seems "stuck" or needs a "quickening" to go from Now to WOW!  you may wish to consider leaving behind the  "Bored Room" and  convening your own Tribal Pow-WOW! 2 days amidst the creative environment of mother nature with a structured retreat plan could make the difference between Now and WOW in your business.''

For Information on Hosting a Now to WOW! Pow WOW! contact Rosemary@gowildgogreat.com

www.gowildgogreat.com

For Information on the YPO Organization, visit YPO.org

   

 

         

Penguins, Perilous Journeys & Presidents

  Okay so you thought I dropped off the face of the earth.  Not really but close enough, as  Barry and I indeed rounded the tip of South America this month---once a perilous voyage for explorers and home to "March of the Penguins".   First Trivia Question: Can you tell me the significance of the one earing worn by pirates? 

Well according to legend, it's a right only earned,  if you have successfully rounded Cape Horn.  Since I did so and without  "HUA" excessive sea sickness, expect me to be wearing my new "aargh" accessory at the Leadership Workshop I'm conducting for for the Creative Problem Solving Institute in Atlanta (June 21st and 22nd)

   Now that I'm back in my home office,  I will be journaling about my learning discoveries  while teaching this past month From South America to California.  While I had a vigorous teaching schedule of 6 lectures that included "Wine Tasting and Relationships" and "Tango and Communications" there was still time to enjoy the breathtaking glaciers and wildlife.  I must admit after  14 days of cruise ship dining, it was hard to tell the Elephant Seals from Passengers but hey, that's what diets are for. Aargh!

      It was then back to Costa Rica  for a quick turnaround and off to a Dude Ranch in California frequented by the Hollywood Who's Who.  There I facilitated a 2 day Retreat for the YPO (Young President's Organization).  Stay tuned for learning how top CEO's of this fabulous international organization, embarked on their own journey to stay on top of their corporate game and how you can also use the practices of "Tribal Chiefs" with your Business Team.   Remember in the Journey from Now to WOW!TM there can be rough waters at times, but if you work it right, your might earn that earring!

     I'll close with a note about my absolute awe as we communed with the penguins on Magdallenas Island. One romantic pair that was close enough to touch  is pictured above.   There were thousands of penguins,  each paired off  with their "Mate for Life" in intimate caves of their own design. Yes, you could see  rare groupings of  adolescents, widows and orphans but two was the the most prominent number in the neighborhood.

The symphonic but unique sound of the thousands of penguins will forever remain with me.  You know when I talk about businesses and individuals finding an authentic voice, and being heard above the crowd, those penguins have it down!

You see, penguin couples are separated for months to find food and care for their young "Happy Feet"  yet manage to return and find each other amidst the  sea of black and white after months apart.  They do this amazing "feat" not through "Happy Feet", though I loved the movie, but recognition of each other's  unique and distinctive bird call.

Thought for the Day:  What is your Company's Unique Bird Call? and how is your company distinguished from a sea of competitors and advertising messages.  If you sound just like them, how will they ever be able to find you?

Forget Training, Bring a Learning adventure to Your Team!

For Information on Now to WOW!TM Team Building, Leadership, Creativity  and Communications Training. write rosemary@gowildgogreat.com

Rosemary's new book "Blueprint for Success" with Dr. Stephen Covey and Ken Blanchard is now available at www.gowildgogreat.com