Business Relationships

Be Like The South African Waiter: Remember The Value Of Service

Apr 13th, 2010
by Clint Stonebraker.
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I love dining on cruise ships. It is one of the best aspects of a cruise. One particular dining experience stands out to me from a cruise my family took on Royal Caribbean Liberty. This experience stands out as much for the transformation I saw the staff go through as for the actual dining itself.

In our dining room we had a headwaiter, a waiter, and a waiter’s assistant, none of whom spoke English as a first language. The headwaiter was from South Africa, the waiter from Chile, and the assistant from Peru. Some of the conversations were very interesting; especially once you throw in my “hearing challenged” father-in-law.

The Issue

My family had trouble with the assistant waiter, whose primary responsibilities consisted of serving drinks and bread. He was very slow and sometimes would act as if he heard our requests but didn’t follow through. It seemed like some things were getting lost in translation. We weren’t sure if he didn’t care or if he really didn’t understand what we were saying. Regardless, this situation became very frustrating.

The Solution

The second night our South African headwaiter asked if the service was good. She was sincerely asking too, it wasn’t the pat “I have to ask this so I’m going to” kind of question, she really wanted to know. We let her know the problems we were having. She explained to us that the assistant was new and the staff sometimes had trouble communicating with the Peruvian employees, a lot gets lost in translation. She wasn’t overly apologetic; she simply expressed her gratitude for our feedback and said it would be taken care of. From that point on, we had fantastic service. The service was already out of this world, but this simple conversation made it even better. The assistant waiter never appeared surly or angry, we never would have known if anybody had spoken with him about our complaint.

The Valuable Lesson

“Be Like a South African Waiter,” means to always have an attitude of service. Always have the mindset of “How can I help.” As common a principle as this is, it is far too often overlooked or taken for granted.   Our South African waiter was of service to us, the customers, and the assistant waiter, her employee. She wasn’t simply sucking up to my family with a false “the customer is always right” kind of attitude. She sincerely wanted to help everyone involved. As a result of her attitude, everyone was helped.

Maintaining a sincere attitude of service is valuable in all relationships. One of the quickest and most effective ways to improve self-perception is to find ways to help others. Make it a point to find a way to be of service to someone every day. It isn’t a difficult or daunting task. Some examples include:

  • putting away your grocery cart
  • emptying the dishwasher
  • offering to help clean after a party, meeting, or gathering

The more you can be like a South African waiter, the better you will feel about yourself. As a result your relationships will improve, even those that are already good.

Get the Patch or Take the Pill: Simple Tools to Enhance Relationships

Apr 5th, 2010
by Clint Stonebraker.
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One great feature of any cruise is that there are several excursions available at  different ports of call.  In St. Maarten, Royal Caribbean offers one called Snuba. “Snuba” is basically diving that doesn’t require certification. A tank sits on a raft and there are several tubes coming out attached to breathing regulators. Each person gets a regulator and can dive up to 20 feet.

On the day my family decided to “snuba”, the sea was a little rough. My wife, Wendy,  has a tendency to get seasick and she had mentioned that fact several times. But she was ill-prepared. There are several methods to avoid sea-sickness but Wendy chose to ignore them all. As we rode out to the snorkel and snuba spot, the little boat started rocking. I watched as Wendy’s complexion changed from normal, to Casper the Friendly Ghostish, to a not so flattering Incredible Hulk green. There were others who were a bit worse, but Wendy had it pretty bad.

The point is that in any relationship there is always a solution. There is always something that can be done to insure everyone’s best interests are met. This can be as challenging as sitting down for hours to hash out an agreement; sometimes it is as simple as agreeing with the person sitting across from you. If people are willing to be patient and take the time to communicate and work together, a solution will be found. Even if the end result is the relationship coming to an end, with preparation and communication the solution settled upon will be best for all concerned.

For example, those who are doing well in the current economic climate are people who get themselves out of the worrisome, scarcity driven mind set and ask for help. People who seek solutions rather than wait for disaster to strike before taking action. The businesses in which people take the pill or put the patches behind their ear are experiencing more success because they are prepared and take preventative measures. Individuals who are motivated by moving forward and creating relationships based in love and positivity find people who support their success. They are driven by solutions more than they are driven by fear.

Keep yourself prepared, that’s what “Get the Patch or Take the Pill” means. Just like Wendy could have easily avoided becoming sea sick, any person or business can steer clear of unnecessary conflict by taking simple measures:

  • Be clear about your definition of success and happiness
  • Make it a priority to surround yourself with people who support you and provide you with accountability
  • Evaluate your relationships regularly

Creating happy and joyful partnerships isn’t always as daunting a process as it seems. Most of the time it simply takes clarity,commitment, and flexibility. When situations are more complex, having a positive attitude can make the difference in how quickly a resolution is found. Your mind-set is something over which you always have control.


You Vill Get On Zee Board!

Mar 19th, 2010
by Clint Stonebraker.
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Photo by: jennifer_wilkinson via Flickr

One of my absolute favorite experiences on a cruise I went on last year was a surfing/boogie board simulator called the Flow Rider. On the Flow Rider the water is coming out at 35MPH which makes it easy to glide along on your boogie board. The person operating the ride was a big athletic guy with a thick accent. My wife and I called him the Arnold Schwarzenegger of the Flow Rider. He wasn’t as concerned about the time it took for people to get on the board as he was about people actually getting on the board.

Some of the younger kids, as you can imagine, just hopped up like it was nothing, but some people, like me, needed some guidance and coaching. Hearing “You Vill Get On Zee Board” was very reassuring. It was clear he meant what he said. There was little doubt he would do his part to make it happen.

His attitude is the essence of this technique:

Be aware of the value you bring to the relationship.

  • “Arnold” exuded confidence. He knew what he was doing, and as a result it was easy to have confidence in him.
  • He brought value in the form of being knowledgeable about the equipment, experience in being able to teach people how to have fun on the ride, and his physical presence which made you feel he could take care of you if something went wrong.

In any  relationship you are bringing something of value to the table. When you know this as fact, whomever you’re interacting with will be aware of your value and the relationship is more likely to be positive. Be like “Arnold.” Be confident in who you are and what you do,  and you’ll get people on the boogie board.

Don’t Get Caught Buck Naked (or Nekkid)

Mar 9th, 2010
by Clint Stonebraker.
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“Don’t Get Caught Buck Naked.” Sounds like some pretty sound relationship advice, doesn’t it? In fact, this tool is effective in just about any relationship you can conceive; professional, friendship, parent to child, child to parent, or (unfortunately) some marriages and romances. I learned this valuable lesson, and how to apply this technique in relationships, through an embarrassing and avoidable situation.

How We Got There

In March of 2009  I went on a cruise with my in-laws Bob and Joy,my wife, and daughter. We had adjacent staterooms so we asked the attendant to open the divider between our balconies in order to have a mega-balcony for everyone to enjoy. This set up worked out great with the exception of one unfavorable encounter.

The Situation

When I get dressed I tend to take my time and dawdle a bit. This is especially true if I’m going to be wearing a suit. On one of the formal nights I had the room to myself and was just out of the shower. I took advantage of the opportunity to take my time and air dry. There I was, walking around buck naked not even considering the possibility of someone walking by the sliding glass door. I didn’t look to see if the blinds were closed. The last thing I expected to see was Bob standing at the door, frozen in place. But that is precisely what I saw. As our eyes locked, I realized the current physical state I was in.  I suddenly became conscious of the situation and immediately dropped to the floor yelling “Naked!” as he turned his back to the door.

The Lesson Learned

Of course, we never spoke of this again but I was able to learn some valuable lessons.

  1. In  any relationship, clear and honest communication is critical. The only way another human being can be aware of our wants, needs, or our boundaries is to be clear in our communication. Had I communicated clearly to my in-laws that they may want to knock before popping in front of our door, we could have avoided an embarrassing situation.
  2. If you are up front and clear with people you engage on any level, there are no misunderstandings.
  3. To have successful  relationships you must know where your partner stands and what is important to them.

For any relationship to work, the lines of communication must be wide open. This can’t be a one-way street. Both sides need to be open and both sides must listen. That way no one gets caught buck-naked.

Intellect Over Emotion: Successful Business Relationships

Jan 8th, 2010
by Clint Stonebraker.
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As an employer, I depend upon my employees having a 100 percent commitment to their jobs. They depend on me having a 100 percent commitment to mine. As a result of these commitments, we have strong work relationships.

A successful business is built on strong relationships.

Whether it is the employer to employee, co-worker to co-worker, or the business’ relationship with its clients, a business cannot succeed without all of these relationships functioning in a positive manner.

A business relationships’ success is predicated on an individual’s ability to be 100 percent committed to it. If the relationship was viewed as 50/50, one party would be in a position to do nothing but react to what the other party is doing. When people are reactive, their emotions are overriding their intellect. As a result of this dynamic, solid decisions are more difficult to make.

Intellect before emotion!

Business relationships sometimes begin as a result of emotional attraction. However, an honest assessment of compatibility must be made. As in any other relationship, the emotions are only one consideration. Here are some simple questions to answer when evaluating a business, or any other, relationship:

  • What value do I bring to the other person, what do I have to offer?
  • What value does the other person offer me?
  • How will this partnership benefit everyone involved?

Having the ability to answer these questions honestly will have a dramatic affect on your success. Any relationship should provide benefits to all involved parties.

Achieving a balance between emotional motivation and sound judgement is a challenge. Without finding this balance it is difficult to build and maintain relationships that have merit. Take the time to think through why you are involving yourself with something or someone. Know what your values are and stick by them. In your business and personal life these attributes will benefit you.

Commitment is the Key

May 29th, 2009
by Clint Stonebraker.
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Elena found herself in an extremely difficult situation. After making the decision to change the dynamic of a relationship with a long-term supplier, she realized it would be a tough sell. Elena wanted to alter the connection because she had noticed a degree of mistrust in her dealings with the supplier, and she thought she knew why.
Elena had completed “Relationships for the Intimately Challenged” and decided to seek consultation from me in order to improve her business relationships. Particularly interested in examining relationships, Elena had discovered when interactions are viewed as 50/50 someone is always in a state of reaction and someone is always keeping score.
“It is impossible to maintain a true attitude of trust and service if both parties view the relationship as 50/50,” Elena explained, adding “I knew this supplier viewed us with a degree of paranoia. From their perspective, they believed if a problem ever arose, we would simply take their expertise and find a cheaper alternative to rectify the problem.”
Because Elena was aware of the supplier’s fears, she came up with a simple plan.
“I knew that I would need to be very clear in the explanation of my company’s commitment to their service,” Elena said. “I worked very close with the supplier to create some shared objectives, which I knew would illustrate that we were partners and show my 100 percent commitment to our shared success.”
This relationship included several components, such as equipment, processes and maintenance. Several people were involved. However, my client knew if the department heads were on the same page and dedicated, they would be able to work together.
The first time there was a major problem – an equipment breakdown – these new commitments were put to the test. The knee-jerk reaction was to start finger pointing and determine who was to blame. Was it the supplier’s responsibility for providing faulty equipment or systems? Was it my client’s company’s fault as a result of poor maintenance?
Of course it was important to figure out where the problem started, but both sides realized that in order to have a true partnership they must work together to identify the problem and develop a solution.
“The initial conversations were a bit contentious,” Elena said. “But, because I was aware of the supplier’s fears, I was able to reiterate my commitment to our relationship. I realized it was a little difficult for the supplier to completely buy what I was saying, so I put it in writing and sent it to him.”
Elena believed it was important to shift the nature of the relationship and create a system of accountability. As a result of her clear assurance, the supplier was able to relax. But the supplier’s change didn’t stop there.
“After receiving my written explanation, the supplier was a little blown away,” Elena explained.
“They were so impressed that they agreed to replace the equipment at a reduced cost and provide additional support. I wasn’t necessarily seeking this kind of solution, but I certainly took it!” she continued.
This story illustrates the importance of viewing any relationship as a commitment. Although Elena would have been disappointed had the partnership dissolved, she would be able to walk away knowing she did everything in her power to make it a success. Because of Elena’s commitment, the supplier was able to build trust, which made the supplier willing to go the extra mile to provide quality service.
Always be aware of your level of commitment in a relationship. When you focus on your value, commitment and strength, you will create an atmosphere of trust and mutuality. In the end, everyone is a success.

Photo credit: Eschipul via:Flickr

Improve Any Relationship (Even Those at Work)

May 26th, 2009
by Clint Stonebraker.
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Last week I had the opportunity to facilitate a seminar at Advanced Services, a pest control company in Augusta, Georgia. I was invited by Jeff Annis, the owner, to speak about healthy communication in the work place. Jeff didn’t invite me due to problems at Advanced, he simply wanted to see if there were ways in which they could improve the communication on the management team. Based on my interview with Jeff and his general manager, Pat VanHooser, I developed a plan of action for the day.

I came up with “Five Techniques to Improve Any Relationship (Even Those at Work)”. Over the next month I will go through each technique in a blog post, a short video, and a podcast. This is valuable information and I want to share it in whatever medium is best for you. So check in periodically and you will have the opportunity to learn about these Five Techniques. Here they are:

  1. Listen, No Really Listen, to the Other Person
  2. Avoid Contempt Prior to Investigation, If You Think Something……Ask!
  3. Remember You Don’t Work in a Community of Mind Readers
  4. Warm Fuzzies vs. Real Change
  5. Understand then Be Understood

All of these techniques are tried and true. They do work. They apply to any relationship. I will explain them in a work environment context but don’t allow that to exclude your participation. I’ll check in soon!

Success in Business Part IV: Anticipate Their Needs!

Apr 7th, 2009
by Clint Stonebraker.
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This is a continuation of the series I have been writing on managing a successful business. Much of what I focus on is service. Providing good service is the number one key to success. By providing quality service, you are able to build trust. With this trust you form a strong relationship with your client/customer. The relationship establishes loyalty and generates strong word of mouth referral. No matter how adept an organization is with advertising and PR, without trust, relationships, loyalty, and strong word of mouth referrals, a business will struggle to find long term success.

An effective way to establish these qualities is to have an ability to meet the needs of your client before they are even aware of their needs. A recent experience of mine illustrates this point very well.

I just returned from a wonderful cruise on Royal Caribbean’s Liberty of the Seas. It was seven nights of absolute relaxation and escape. As we cruised around the eastern Caribbean I found myself amazed at the amount of thought which went into the creation of this entire experience. I felt the same way I do when I am at Walt Disney World. It seemed as though they thought of everything.

  • Our stateroom was always cleaned
  • The waiters remembered our drinks
  • The shows were fabulous
  • The pools were immaculate
  • The excursions were easy and fun

I could go on and on. My point is simple. In any business there is a version of being able to leave the client with the feeling that they are important and taken care of. Do you make this a priority in your work? Whether you own a business or not, you provide service to someone. Someone relies on your genuine care and concern. Those who realize this fact and anticipate those needs will thrive. Those who don’t will continue to flounder and wonder why they can’t catch a “break”.

On which side do you want to land?

Success in Business PartIII: The Idea is Service

Mar 25th, 2009
by Clint Stonebraker.
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2883973015_613bed957dRegardless of the business you are in, success is predicated on the service you are able to provide. In most businesses there are so many options available to potential clients or customers, it can be difficult to determine what will make your business stand apart. Often, businesses will succumb to the newest fads and revert to reactionary change without thinking about the most critical ingredient in a company’s success, its ability to provide valuable service.

A business relationship is a relationship. Whether it is between the company and its client, an employer and employee, a marketer and potential referral source, or any other business relationship, it is vital to make and nurture real connections. Rather than focusing on what’s trendy and new as far as business techniques, go with what is tried and true.

  • Focus on listening to the needs of your clients
  • Make sure your attitude in all facets of your business is “How can I help?”
  • Create an environment that is safe for your employees to act on their unique talents
  • Spend more time on building relationships than on creating “advantages.” With strong relationships, you already have the advantage

My company has been in business for sixteen years. I have seen many companies in my industry have to close their doors. What those who have closed share in common is their inability to keep relationships as their number one priority. There is a place for seminars on team building and leadership, we certainly have plenty, but it is far more important for people to remember that nothing replaces a sense of connection.

It is all about service.

Photo Credit: JayBeeClimbsTrees via http://www.flickr.com

Success in Business Part II: Why Do You Do What You Do?

Mar 19th, 2009
by Clint Stonebraker.
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2065048572_8007046b87I didn’t start my company because of an insatiable appetite for deal making and business prowess. I didn’t possess a lot of know how and I certainly had no business experience. I started it because I was willing to take responsibility for a drug and alcohol abuse treatment program on its last financial leg. I have acquired a great deal of experience along the way and I have learned a lot from many sources.

My business is rooted in my love of helping people. I have been in the counseling field for almost twenty-two years. I am as enthusiastic about helping people now as I ever have been. The daily application of this love has evolved but the foundation is the same. My advice to anyone starting, or purchasing, a business is know why you want to do it. I haven’t felt like I’m “going to work” since I started my company. There have been trying times and difficult situations but nothing has dampened my enthusiasm.

It doesn’t matter what business you get into, it matters if you love it. Regardless of the amount of money you make, and I hope you make a ton, if you are not in love with what you do, you won’t feel successful. If you’re a dealmaker make sure you love making deals. If you’re a writer, make sure you love to write, and on and on and on.

Security is important. Financial security is important. I love when Dave Ramsey says: “Money isn’t the root of evil, it’s people’s love of money that creates problems.”

To be successful in business, it is critical to know why you do what you do. I know I love to help people. The businesses I frequent most often have a passion for what they do. Think about where you spend your money. Think about how you feel when you spend your money at those places or for those services. I guarantee that you feel better when you are dealing with a company that is passionate about the service they provide. Be that company. Be that provider. If you are, you will be successful.

Photo Credit:Jasperdo via http://www.flickr.com

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