Serve People As If You Care‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌ ‌
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TESTIMONIAL
 
"Listening to Jim was informative and fun. The takeaway, continue to review and monitor your product and don’t be afraid to embrace technology and change when you need to. Reinvent yourself and your companies or become 'Dinousared.'"
 
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Executive Director
Florida Assisted Living Association

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  Reinvent Yourself for the NEW YEAR!
    Reinvention
            101
Jim's first book on Reinvention is a kick-start to begin your journey!
 

"Reinvention 101: Bold Ideas on Reinventing Yourself" is written in brief chapters for you to read one a day for 150 days and begin your journey to change yourself and the world around you.  
 
Buy it today!!!  
Receive the book for only
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Jim has earned the designation of "International Platform Certified Speaker" (IPCS) from the International Platform Association
(founded in 1831).


The designation denotes professionalism, quality and integrity in the speaking profession over a long time.

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WHAT WE DO:

JIM MATHIS works with leaders who want to reinvent their business models in a changing and challenging economic climate.

For more information on how an interactive program can add value to your upcoming event, please contact us at:

Tel: +1-888-688-0220
Email: info@jimmathis.com
Twitter: @jimmathis
 
 
 Copyright 2018
Jim Mathis
The Reinvention PRO
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 The Unfortunate Customer
Serve People Like a Pro

"Dealing with people is probably the biggest problem you face,
 especially if you are in business."
                                                        -Dale Carnegie

 

 A Series of Unfortunate Interactions

When did someone train hapless receptionists and customer “dis-service” representatives to begin every sentence with, “Unfortunately…?”  How does “fortune” (or lack of it) factor into providing basic or promised service?

 

Unfortunately, Sir/Ma’am, we don’t offer that product, even though our website says we do.” 

 

Am I “fortunate” when a representative CAN do something for my benefit?  Should I feel lucky that someone is doing their job? 

 

I was scheduled to have important surgery.  The procedure was scheduled two months prior and insurance information was exchanged, phone numbers, addresses, surgery time and location. 12 days before the scheduled procedure I received a phone call from the scheduling nurse. 

 

She first asked if I received her voice very well mail one week ago.  “No, I did not.” I replied.  “You must not have turned your phone on,” was the curt response (if you read that with a reprimanding tone, you are on target for her attitude).

  

My wife tells everyone that I have my phone with me always, and on… even at night. When you have clients across many time zones and have grown children who have night time crises, you keep the phone working and near at all times.

 

Next, the caller said, “Unfortunately, I am calling to tell you that your insurance denied the surgery. The doctor doesn’t work with the hospital system that your insurance covers.”  Wait, this information has been known for almost two months. 

 

I asked, “Why are you telling me this now within days of the operation?”


“Well, as I said on the voice message last week that you claim you never received, unfortunately, we are cancelling the surgery. Unfortunately, you will have to find another surgeon yourself.”


“On my own? Can you recommend someone who works with my insurance?  You’re my doctor’s office. You diagnosed the condition. You scheduled the surgery in early November. It’s January 2. The surgery is next week!” 

 

Unfortunately, Sir (in that reprimanding tone again), that is not our responsibility.”

 

I don’t know who hung up on who. 

 

“Unfortunately” has become the go-to excuse for unmet, or poor service...

 

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Best of the Web
*Six Consequences of Poor Leadership
Do you recognize them ?
 
*Are You Lonely?
Start a meeting!
 
*The Truth About the McDonald's Coffee Lawsuit
It wasn't what you thought it was!
 
*Grocery Chain Looks to Eliminate Check-out Lanes
Digital services are disrupting the industry

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   A Reinvention Story
These are ordinary people who used circumstances, skills or inspiration to change their lives and the world around them. Perhaps they will inspire your reinvention. Enjoy!
 

A book on the Holocaust made a lasting impression on her and raised her interest in human rights and justice.  Her emotional reaction, "kick-started me into a sense of outrage or sense of empathy with the human condition."  

 

One day, out of necessity, she began a cosmetics business.  She concocted cosmetics from "every little ingredient with a story" that she had stored in her garage.  Before her death in 2007, she was knighted by Queen Elizabeth II, created a company worth over $22 million, and donated $1.8 million to Amnesty International.

 

Who said, "I want to define success by redefining it."?
 
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Reinvention Nation Blog

Keep it Short!

What Can You Learn from Twitter?

Have you noticed how many companies have short names that make them easy to remember?

  • United Parcel Service? UPS!
  • Hennes and Mauritz?  H+M!
  • International Business Machines?  IBM!
  • Consumer Value Stores?  CVS!
  • Government Employees Insurance Company?  GEICO!

Did you know the smallest state has the longest name? Rhode Island's full name is...

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Quotes

Customer Service
 
"Your most unhappy customers are your greatest source of learning."
-Bill Gates
 
"Make your product easier to buy than your competition, or you will find  your customers buying from them, not you."
-Mark Cuban
 
"Here is a simple but powerful rule: always give people more than what they expect to get."
-Nelson Boswell
 
"Customer service is not a department; it's everyone's job."
-Unknown
 
"The purpose of a business is to create a customer who creates customers."
-Shiv Singh
 
 

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