DR ZIMMERMAN S TUESDAY TIPS · DR.ZIMMERMAN’S TUESDAY TIPS VOLUME - I (TIPS # 1 – # 28) Dr....

DR. ZIMMERMAN’S

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VOLUME - I (TIPS # 1 – # 28)

Dr. Alan R. Zimmerman CSP, CPAE Speaker Hall of Fame

Zimmerman Communi-Care Network, Inc. 20550 Lake Ridge Drive

Prior Lake, MN 55372

United States of America

Tel: 952-492-3888

Fax: 952-492-5888

E-mail: [email protected]

Web site: www.DrZimmerman.com

i

Table of Contents Tip #1 Good will takes a while; bad will takes just a moment.

Published On June 20, 2000 ........................................1

Tip #2 If you're not making mistakes, you're not taking risks, and that means you're not going anywhere.

Published On June 27, 2000 ........................................4

Tip #3 No one ever gets too much appreciation, and yet appreciation is at the very heart of every strong relationship and every bit of peak performance.

Published On July 4, 2000 ...........................................7

Tip #4 Good listeners are not only popular everywhere, but after a while, they’re also quite intelligent.

Published On July 11, 2000 .......................................10

Tip #5 The man who works from 8 to 8 every day will both be very successful and fondly remembered by his widow's next husband.


Tip #6 The hard thing about doing nothing is you never know when you're done.


Tip #7 Trust is a must or the relationship will bust.

Published On August 1, 2000 ....................................19

Tip #8 If it's painful for you to criticize someone, you're safe in doing so. If you take pleasure in it, hold your tongue.

Published On August 8, 2000 ....................................22

Tip #9 A turn in the road is not the end of the road unless you fail to make the turn.

Published On August 15, 2000 ..................................25

Tip #10 Integrity matters. Character counts. Trust is the ultimate competitive advantage.


Tip #11 Your past success is proof -- proof that you were right once. It's not a guarantee that you will be successful in the future.


Tip #12 Asking stupid questions is always better than correcting stupid mistakes.

Published On September 5, 2000 ..............................34

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Tip #13 If you think relationships are a lot of work, try doing everything all by yourself.

Published On September 12, 2000 ............................37

Tip #14 The average person spends $1000 a year on the outside of his head but only $10 a year on the inside of his head. Something is radically wrong with this picture.


Tip #15 It's nice to have "satisfied" customers, but it's the "enthusiastic" customers that really count.


Tip #16 Open your arms to change, but don't let go of your values.

Published On October 3, 2000 ..................................46

Tip #17 Fun and work are not opposites. In fact, they go together. Employees work harder and customers spend more money in an atmosphere of fun.

Published On October 10, 2000 ................................49

Tip #18 Gossip is saying behind a person's back what you would never say to his face, and flattery is saying to his face what you would never say behind his back.


Tip #19 Two wrongs don't make a right, but sometimes two rights can right a wrong.

Published On October 24, 2000 ................................ 55

Tip #20 Time on the job is one thing. Results on the job are everything.


Tip #21 It's okay to invest in your career, but don't forget to invest in your relationships. One will make you a living; the other will give you a life.

Published On November 7, 2000................................61

Tip #22 If you don't like your job, you've got three choices. You can live, lobby, or leave.

Published On November 14, 2000 .............................65

Tip #23 Don't sweat the small stuff, and most things are small stuff.


Tip #24 Upset stomach? It may not be what you're eating but what's eating you.


iii

Tip #25 Compensation is a right, but praise is a gift.

Published On December 5, 2000 ...............................74

Tip #26 If you can't find time for recreation, sooner or later your body will make time for illness.

Published On December 12, 2000 .............................77

Tip #27 A loser wants his way. A winner makes his way.


Tip #28 Flexible people don't get bent out of shape.


©Dr. Alan R. Zimmerman, CSP, CPAE Speaker Hall of Fame • 20550 Lake Ridge Dr. • Prior Lake • MN 55372

• Tel (952-492-3888) • Email: [email protected] • Web: www.DrZimmerman.com

- 1 -

Tip #1 Published On June 20, 2000

Good will takes a while; bad will takes just a moment.

Good will takes a while; bad will takes

just a moment.



- 2 -

Dr. Alan Zimmerman's Comment: If you're in the customer service business, you know that customer satisfaction, enthusiasm, and loyalty are not instantaneous. Good will is built over time and through several acts of kindness. Unfortunately, months of good will can be destroyed by three seconds of sarcasm or one thoughtless remark. It's like the sign at the gas station during the week of the high school reunion, "Welcome Home, Alumni." Under it was written "No out-of-town checks accepted." To make sure you're building good will with your customers, ask yourself two questions every day. First, how can I make my customers feel pleased, surprised, or special today? Your customers can probably purchase your goods or services somewhere else, but not everyone else is consciously trying to make their customers feel pleased, surprised, or special. Second, what turns off my customers? You've got to know what turns off your customers and then not do any of those things. You can't make missteps or misstatements, like the ad I saw at an auto dealership, which read "Why go anywhere else and get cheated when you can come here." Remember bad will takes just a moment. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm

http://www.drzimmerman.com/tools/allproducts.htm



- 3 -

Action: Fill in the blank. "I impress my customers when _________." Now do at least one of those things with every customer you meet today.

Notes

Action Steps



- 4 -

Tip #2 Published On June 27, 2000

If you're not making mistakes, you're not taking risks, and that means you're not going anywhere.

If you're not making mistakes, you're not taking

risks, and that means you're not going anywhere.



- 5 -

Dr. Alan Zimmerman's Comment: Almost everything you want in life requires some risk. If you don't reach out to that difficult colleague, you may be stuck with a poor relationship. If you don't try to improve your product, it may become obsolete. If you don't find some new ways to romance your spouse, he/she may think you don’t care. Of course, not all risk pays off. You could reach out to that difficult colleague only to be rebuffed. You could improve your product, and it may not sell. You could plan out a special evening with your spouse and have him/her fall asleep. But personally, I like what Babe Ruth said, "Never let the fear of striking out get in your way." An effective person knows that it's okay to take a risk and fail as long as he learns from the risk. On the other hand, an ineffective person plays it safe and doesn’t take many risks, but of course, he doesn't have many learnings or growing experiences either. He just "gets by" while the effective person keeps moving on to bigger and bigger victories. Besides that, taking a few risks just makes life more enjoyable. It's like the elderly man who was addressing his grandchildren. "Boys, I've never taken a drink, never eaten dessert, never ridden a motorcycle, never gone to bed after 10 p.m., and never even looked at a woman other than my wife. And you know what? Tomorrow I celebrate my 100th birthday." After a pause, a voice from the back piped up and asked, "Celebrate? How?" To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 6 -

Action: Take one little risk today, and no matter what happens, win or lose, ask yourself what you learned from your risk. Then go out and take a similar risk next week, but use your previous learning to be even more successful this time.

Notes

Action Steps



- 7 -

Tip #3 Published On July 4, 2000

No one ever gets too much appreciation, and yet appreciation is at the very heart of every strong relationship and every bit of peak performance.

No one ever gets too much

appreciation, and yet appreciation is at the very heart of

every strong relationship and every bit of peak

performance.



- 8 -

Dr. Alan Zimmerman's Comment: Years ago Rodney Dangerfield said "I get no respect." Perhaps all of us can relate to that feeling at some level. After all, the number one job complaint in the country is "you can do a hundred things right and not hear a thing about it. You do one thing wrong and they're right on your back." Quite simply, people crave appreciation. Ursula Searcy shared her experience. After listening to her teenage daughter critique her shortcomings at the dinner table one evening, Ursula told her family she felt unappreciated. She said, "Dad gets praised for his hard work, and you kids get nice notes from your teachers. I don't even get as much as a report card." As she was clearing up the dishes, her nine-year old gave her a slip of paper that read, "Food A+, Service B+, Conversation C-." So what should you do--if you want to strengthen a relationship or improve peak performance in others? Give more compliments. On a 3M survey of employees, people were asked to rank dozens of different forms of recognition. They wanted to know what their people wanted. Of course, cash came in as number one, but compliments ranked second. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 9 -

Action: Put five pennies in your left pocket. Every time you give a sincere compliment to someone else, move a penny to your right pocket. Make sure you move all five pennies by the end of the week.

Notes

Action Steps



- 10 -


Good listeners are not only popular everywhere, but after a while, they’re also quite intelligent.

Good listeners are not only

popular everywhere, but

after a while, they’re also quite

intelligent.



- 11 -

Dr. Alan Zimmerman's Comment: The higher people go in management and the more authority they wield, the less they are “forced” to listen to others. Indeed, the less they listen. In a survey by the research firm Watson Wyatt Worldwide, they found that only 19% of managers say they listen to and take into account the comments of their employees before they make policies. That's dangerous. As people go higher up in management, the more they should listen. After all, the farther they get from the firing line, the more they have to depend on others for information. Quite simply, if you want to be a tuned-in manager, there's no substitute for listening. And if you want to be a respected manager that brings out the best in others, there's no substitute for listening. Take Rick Pitino, for example, the coach of the 1996 NCAA champion University of Kentucky basketball team. Like any other college basketball coach, he had the tough task of convincing the high school prospects to select his college over dozens of others. He said he used to go to a recruit's home and make a dynamic presentation. He would talk about the strengths of the University, the team's academic support team, the weight training facilities, and the thrill of playing in front of 23,000 devoted fans in Rupp Arena. But then, when he returned home and called the recruit the next day, he'd learn Kentucky wasn't even on the recruit's list. Pitino would be shocked and would ask himself what went wrong. Wasn't he enthusiastic enough or articulate enough? Eventually he figured out his performance was fine but his approach needed changing. On future recruiting visits, he would say very little. Essentially he would listen. What did the recruit want in a college and a college basketball team? What did the family want? They did most of the talking. When he followed up the next day, he would learn Kentucky was in the final two. Why? Because Pitino listened. As he says, "By allowing other people to speak and by clearly valuing their thoughts, I started building a relationship with them instead of giving a performance." Pitino now recommends a ratio of 4 to 1. Listen four times more than you speak.



- 12 -

Action: For one day, force yourself to listen four times as much as you speak. Then notice the response you get from others.

Notes

Action Steps

To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 13 -


The man who works from 8 to 8 every day will both be very successful and fondly remembered by his widow's next husband.

The man who works from 8 to 8

every day will both be very successful

and fondly remembered by his

widow's next husband.



- 14 -

Dr. Alan Zimmerman's Comment: Why do so many smart business people work too hard, live too fast, and then feel strongly ambivalent about their success? It's simple. They’ve never taken the time to figure out what they really, really want, and they've never learned the skills to make it happen. If that sounds like you, it's time to change. The problem is--it takes time to make time. You can't figure out what you really want out of life, your career, or your relationships, if you don't take time to think about them. So the first step in simplifying your life, or getting more balance, is to make a small commitment of time. Free up one hour a day for thirty days to reflect on some simple questions: "Am I working too hard? Am I working at a job I don't enjoy? Am I letting important things clutter up my life? Are my kids draining all my energy?" Then start thinking about how or what you can cut back. The second step in simplifying your life, or getting more balance, is learning and using the appropriate skills. One such skill is the ability to say "no." In fact, you will never have a simple, balanced life if you can't say "no." Where do you start saying "no?" Start by knowing your priorities. No one can maintain more than three priorities. If you have a job you care about, that's a priority. If you have a family, that's a priority. And perhaps your third priority is serving the Lord, staying in shape, or becoming financially independent. Once you know your priorities it's easier to say "no" when people try to pull you in several different directions. It's easier to say “I’m not taking on any new commitments for the next six months." So figure out your priorities. And then say "no" to everything else if you feel a bit overstressed or a bit off balance. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 15 -

Action: Take five minutes today to think, to just think about one thing you want to cut back or cut out of your life.

Notes

Action Steps



- 16 -


The hard thing about doing nothing is you never know when you're done.

The hard thing about

doing nothing is you never know when you're done.



- 17 -

Dr. Alan Zimmerman's Comment: Sounds silly, doesn't it? Yet that's very close to the way a lot of people live their lives. They have no particular direction for their life or their career. They're just putting in time and hope it all works out. Well it's not going to work out. Imagine a plane full of passengers. The captain comes on the intercom and says, "Thank you for choosing our airline. I'm not exactly sure when we'll take off or when we'll arrive. As a matter of fact, I'm not even sure where we're going. Hopefully, we'll get to where you want to go at the right time. For now, just sit back and enjoy the ride." You would probably think, "That's the dumbest thing I've ever heard -- a captain who doesn't know where he's going." Yet how many people who are captains of their own life journey have no idea where they're going or how they'll get there? One thing for certain, if you don't have a destination or a goal, you'll end up somewhere you don't want to be. Are you willing to do that? Are you willing to let your future be determined by chance or circumstance? Or do you want the ability to shape your future and make your dreams come true? Obviously, you want the latter. And it starts when you take the time to actually write what you want on a piece of paper. Strange as it may seem, the act of writing tells your subconscious mind that of all the millions of possibilities in the world, these few written items are the things you really want. As soon as you write them out, your mind begins to focus on how to bring those things into your life. Try it. It works! To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 18 -

Action: Take ten minutes and write--actually write out--what you want to achieve in your life, your job, your relationship, and any other area that is important to you. Then read the list every morning, and watch for the progress you'll begin to make.

Notes

Action Steps



- 19 -

Tip #7 Published On August 1, 2000

Trust is a must or the relationship will bust.

Trust is a must or the relationship

will bust.



- 20 -

Dr. Alan Zimmerman's Comment: According to Communication World, 64% of the workers say they often don't believe what management says. No wonder, in one study, only 15% of managers say their communication reflects the "whole truth." The trouble is--it's not easy to tell the "whole truth" in times of change. Managers think they'll have a better chance of inspiring employee commitment if they sugar coat the harsh realities of change. Not true. Even though it's difficult to tell employees that they'll probably be short staffed indefinitely, that promotions are unlikely, and that overtime may be the norm for a while, truth telling creates the possibility of partnership. You're admitting that you may not be able to minimize the employees' pain during the change, but perhaps more importantly, you're maintaining the company's credibility for telling the truth. And that's not a small thing. We know that people can work together, even if they don't like what the other one says, as long as they know they can trust what is said. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 21 -

Action: Think of something at work where you are tempted to “sugar coat" the truth. Then think of two benefits you’d receive if you simply told it the way it was. Now go out and do it -- if it's appropriate.

Notes

Action Steps



- 22 -


If it's painful for you to criticize someone, you're safe in doing so. If you take pleasure in it, hold your tongue.

If it's painful for you to criticize

someone, you're safe in doing so.

If you take pleasure in it,

hold your tongue.



- 23 -

Dr. Alan Zimmerman's Comment: No one likes to work with a difficult person. In fact, when difficult people are out of the office with a cold, everyone back at work is praying they get pneumonia. Just kidding, but you get the point. So what do you do? Let me suggest a reasoned, reasonable, and effective approach. Start with a question. Ask yourself if the difficult person causes more problems than he solves. If the answer is "yes," face up to it before the difficulty expands. Second, ask for a meeting. Say, "I'm having a serious problem. There are so many good things about your work, (and then find some positive, sincere things to praise) but I'm getting some complaints. Can you help me work it out?" Third, describe the problem. Cite phone calls from customers or complaints from coworkers. Be specific. Just be sure your attacking the problem and not the person. Fourth, let the difficult person know anyone can be difficult from time to time. No one's perfect. Fifth, identify the change that is needed. You can either offer the solution or ask the difficult person to suggest a solution. You may find that the solution offered by the difficult person is more demanding than your own solution. As you discuss possible solutions, you have to come to some agreement, of course. And you may have to settle for progress rather than a one-time, all encompassing solution. Sixth, end the meeting by asking, "Do we have an agreement?" One or both of you should rephrase the agreement to make sure you're both thinking the same thing. You don't want any misunderstandings at this point. Finally, set a time to follow up. Ask, "When can we get together to assess whether or not this solution is working?" You want to keep the issue on the important front burner until everything is okay. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 24 -

Action: Before you confront someone this week, write out the seven steps I just outlined. Write out what you'll say and do at each step before you say and do it. That will maximize your chances of success.

Notes

Action Steps



- 25 -


A turn in the road is not the end of the road unless you fail to make the turn.

A turn in the road is not

the end of the road unless you fail to

make the turn.



- 26 -

Dr. Alan Zimmerman's Comment: No matter how hard you try, you will make some mistakes in life. That's a given. When you make a mistake, there are three things you can do. You can resolve to never make another mistake, which is fine, but impractical. Or you can refuse to take any more risks that might not work out, which is foolish. Or you can make up your mind to learn from your mistakes so you'll be more successful "next” time. Of course I advocate the third choice. True leaders and truly successful people don't give up when times get tough. When a day has gone badly or a piece of work has fallen apart, they focus on a four-letter word. What is it? Brace yourself. You may be surprised to see me use this four-letter word, but it's "NEXT.” When a project fails or a mistake happens, successful people just say "next." They take a moment to learn from the mistake and then focus on the "next" project. By doing so, these people are looking at the future instead of dwelling on the past. You see, the only time a person really fails is if he makes a mistake and does not learn from it. Handled appropriately, a mistake is merely feedback. You're just learning a way not to do something. So take the same approach a doctor would take. Suppose you were a doctor and stuck your head into the waiting room. You called a sick patient into your examination room, but a few minutes later, the patient dies. What would the doctor do? He doesn't quit. He doesn't take the rest of the day off because it's not going very well. He just opens the door to the waiting room and says "NEXT." To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 27 -

Action: When you make a mistake this week, and most of us make several every week, stop for a moment to think of the learning imbedded in your mistake. Then go on to your "next" project, looking for a place you can use your new learning.

Notes

Action Steps



- 28 -


Integrity matters. Character counts. Trust is the ultimate competitive advantage.

Integrity matters.

Character counts. Trust is the ultimate

competitive advantage.



- 29 -

Dr. Alan Zimmerman's Comment: There's been a lot of talk in the media and amongst the politicians that integrity and character are old fashioned, outdated concepts. How a person behaves and what a person says are "private" matters that should be of no concern to anyone else. Don't believe it. When it comes to customer loyalty, for example, nothing is more important than the trust you develop with your customers. Research from Texas A & M University says if the customer can trust you, if the customer sees you as being reliable, if the customer sees you doing what you said you would do, he will become an enthusiastic customer. The same is true with your co-workers or internal customers. If your co-workers see you telling the truth, being honest, even when it's not easy or comfortable to do so, you'll build an incredible bond of trust with them. And with that bond of trust will come more cooperation and help. So yes, trust is your ultimate competitive advantage. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 30 -

Action: Look for an opportunity to build some extra trust with one of your customers this week. Make a promise to a customer and then do exactly what you said you would do when you said you would do it.

Notes

Action Steps



- 31 -


Your past success is proof -- proof that you were right once. It's not a guarantee that you will be successful in the future.

Your past success is proof -- proof

that you were right once. It's not a

guarantee that you will be successful

in the future.



- 32 -

Dr. Alan Zimmerman's Comment: A few years ago, people would point to their past successes and say, "We've always done it this way." It might have sounded a little rigid, a bit stubborn, and a mite prideful, but it was their way of saying: "There's no need to change. Our success proves we're on the right path doing the right things." In the 21st century, we know that those comments are dangerously naive. Everything seems to be changing these days and changing at a faster pace than ever before. That means what worked in the past may not work in the future. So what should you do if you're a company, a manager, or an employee? Loosen up. Instead of being so hung up on the past, its success, and being "right," get rid of that old slogan that says "If it's not broken, don’t fix it." Adopt a new approach that says "If it works, improve it!" In other words, change before you have to, or change before it's too late. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 33 -

Action: Find one thing you do at work that "works." Now find one way to improve it and do it.

Notes

Action Steps



- 34 -

Tip #12 Published On September 5, 2000

Asking stupid questions is always better than correcting stupid mistakes.

Asking stupid questions is always better

than correcting stupid

mistakes.



- 35 -

Dr. Alan Zimmerman's Comment: I spent fifteen years as a university professor, and I’ve spent the last fifteen years as a professional speaker in several hundred organizations. One thing I’ve noticed in both environments is people's reluctance to ask questions. No one wants to give the impression of not knowing something. That's sad, but it's also insane. The fastest learners on earth are human children because they're not afraid to ask questions. Oh, they may drive us crazy, asking “why" for the tenth time, but they're also on the surest road to success -- the gathering of additional information. Unfortunately, we live in a culture where, as some people say, "appearances are everything." In other words, if you don't know everything, at least look like you know everything. Don't ask questions. That will blow your cover. Again, that's insane. It's insane when people would rather remain stupid than appear stupid. So go out there and ask lots of questions. Don't be afraid. Don't worry about what other people think. Your success is more important than their approval. And your success will come in direct proportion to the number of questions you ask. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 36 -

Action: Decide to make this a week where you gain at least one significant insight. Find a person at work that is truly excellent at what she does. Tell that person you respect her work, and then ASK that person if she would share one thing that has really helped her be successful.

Notes

Action Steps



- 37 -


If you think relationships are a lot of work, try doing everything all by yourself.

If you think relationships

are a lot of work, try doing everything all by yourself.



- 38 -

Dr. Alan Zimmerman's Comment: Relationships are difficult -- because people are strange. They want a place in the front of the bus, the back of the church, and the middle of the road. Tell people there are 300 billion stars, and they’ll believe you. But tell them that a bench has just been painted, and they have to touch it to make sure. And relationships are difficult -- because people are frustrating. They show up at the wrong place at the wrong time for the wrong reason. They tell you one thing and do another. Fortunately, people are interesting, even though they're not always charming. Yet the fact of the matter is -- we've got to work with people. All business is based on relationships. So what should we do? We could take the next few days to discuss how to make relationships work, but that's not going to happen. So let me share one tip from my program on "The Relationship Recipe - Rapport, Respect, and Recognition," one critical tip that will make almost any relationship work: make the other person feel important. It's not that difficult. Afterall, people are important. If it weren't for the people in your company, no work would be getting done; no sales would be made; no customers would be satisfied; and no future would exist. Don't make the mistake so many managers make. Don't focus all your attention on managing the "bottom line” while forgetting to recognize the "people" who produce that bottom line. People have a hard time resisting respect and recognition. So give people large doses of genuine respect and recognition. That will make them feel important, and that will help you build relationships that are more cooperative and less frustrating. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 39 -

Action: Go out of your way to make three people on your team feel important today. Don't wait for a special, extraordinary bit of performance on the part of your team members, and don't wait for a special occasion to say something. Often times, it's the little things they do--that you notice--that make the biggest impact.

Notes

Action Steps



- 40 -


The average person spends $1000 a year on the outside of his head but only $10 a year on the inside of his head. Something is radically wrong with this picture.

The average person spends

$1000 a year on the outside of his head but only $10 a year on the inside of his head. Something is radically wrong with this picture.



- 41 -

Dr. Alan Zimmerman's Comment: The average person doesn't think twice about spending money on the APPEARANCE of his head. Whether it's shaving cream and razors for men, or beauty creams and makeup for women, whether it's cologne or perfume, or haircuts and perms, people spend a lot of money to "look good.” The sad thing is most people spend nothing to "be good.” Oh, they may attend a company-mandated seminar once in a while, but those same people would never think of spending their own money to buy a book or attend a class that would improve themselves and their futures. What about you? Are you spending as much time and money on the COMPOSITION of your head as you are on the APPEARANCE of your head? I hope so. If not, let me suggest two things. First, no one is responsible for your success. Your husband, your wife, your parents, your boss, your company, no one is responsible for your success. Oh sure, they can help, support, and encourage, but none of them can make you successful. Only you are responsible for your success. How are you investing in yourself? Second, get a program. Maybe you decide to read a book a month, a serious book that will help you get better at what you do or want to do. Maybe you decide to listen to three audio tapes a week or attend three seminars a year, all geared to what you need to know. The point is, get a program and follow a program. There is no investment you'll ever make that pays bigger dividends than the investment you make in yourself. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 42 -

Action: Decide what your self-investment program is going to be. You might want to start by signing up for my Peak Performance Boot Camp. But whatever you do, start your program today.

Notes

Action Steps



- 43 -


It's nice to have "satisfied" customers, but it's the "enthusiastic" customers that really count.

It's nice to have "satisfied"

customers, but it's the

"enthusiastic" customers that

really count.



- 44 -

Dr. Alan Zimmerman's Comment: When customer service employees are asked if they provide good service, almost everyone says "yes.” Almost no one says, "No, I'm really lousy at customer service.” That raises a question. If everyone in the country thinks they provide good customer service, then why are customer satisfaction scores lower than ever? Why are so many consumers fed up with the service they receive? Obviously there's a big gap between the provider's definition of good customer service and the consumer's satisfaction with that service. So what should you do if you're in the customer service business? What can you do to ensure customer satisfaction? I could talk about that for a whole day. In fact I've written a 275-page book on the subject, but for starters, forget about customer satisfaction. AIM FOR CUSTOMER ENTHUSIASM. There is a difference. A satisfied customer is simply a person who got what he paid for, nothing more, and nothing less. Unfortunately, research says 40% of your "satisfied" customers will move to the competition if they get better service. What you want and need are "enthusiastic" customers. Enthusiastic customers are people who got more than they paid for, and as a result, they are customers who stick with you. One way to get enthusiastic customers is to SURPRISE them with service that goes beyond the call of duty. I think of PPS, a medical supply company that went from $90 million to $1 billion in 3 years. They did it by promising delivery of anything in 24 hours. When a customer called in to order 6 pairs of crutches and PPS didn't have any, PPS went to its competitor, bought 6 pairs of crutches at $20 each, and sold and shipped them to their customer for $6 each. Crazy? Not at all. PPS knows that actions such as that create "enthusiastic" customers who will stick around for a few years, spending hundreds of thousands of dollars. Have you surprised your customers lately? Have you given them service beyond the call of duty? If not, you may be surviving, but you're not building the base of customer loyalty needed in today's market. Go ahead. Surprise your customers, just like a local hardware store did a while ago. When a giant Home Depot opened up across the street from him, the local guy went to Home Depot and wrote down all the things Home Depot didn't have. The local guy adjusted his inventory and put up a sign that read, "If Home Depot doesn’t have it, we do." His business tripled as a result. He SURPRISED his customers with service that went beyond the call of duty.



- 45 -

Action: Today, at work, make it your goal to SURPRISE one customer. Give him/her some service that goes beyond the bare minimum, that goes beyond the customer's request. Then look for the delight in your customer's eyes.

Notes

Action Steps





- 46 -

Tip #16 Published On October 3, 2000

Open your arms to change, but don't let go of your values.

Open your arms to

change, but don't let go of your values.



- 47 -

Dr. Alan Zimmerman's Comment: A few years ago, I used to hear people say: "America, love it or leave it." In other words, "This is a great country. Don't mess it up by trying to change too much of it." Today, it might be more appropriate to say: "Change. Move with it or be moved by it." In other words, "The whole world is changing, and if you're not somewhat flexible and resilient, if you're not out there learning new things, you're in trouble. Big trouble." The problem is--most people have no idea how to change or what to change. They go in one of two directions, resist all change or embrace all change. Both directions are ridiculous. The first one will turn you into a dinosaur, and the second one will turn you into a jelly fish. The secret is to open your arms to change, but don't let go of your values. Take your job, for example. Whatever skills got you into your current job may no longer be enough to keep you in that job. Indeed if you haven't been to several training seminars, read several books, or listened to several audio tapes on professional development lately, you may be in danger of extinction. You've got to open your arms to change. But don't let go of your values. It's your values that tell you which changes should be made and how to make them. For example, if you value family, then a change that promises to make you more money but lose time with your family would not be a good change. If you value honesty but your sales manager requires you to say "Whatever it takes to sell the merchandise," then changing to a new job may be necessary. Hold on to your values. I think of Paula Ferrato's twin four-year old daughters, Maggie and Katie. They instantly grasped this concept of being open to change (finding new ways to have fun) while not letting go their values (having healthy fun). They had watched their Mom use the computer and fax machine on many occasions, but one day Paula watched them on the play slide. Maggie went down head first, saying, "Here I come. I'm faxing myself." Not to be outdone, Katie stood at the top of the slide and shouted, "Here comes page two." To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 48 -

Action: Jot down three or four of your most important values. Now think of a change you are facing and ask yourself, in light of those values, “What should you do?” You see when your values are clear, decisions are easy.

Notes

Action Steps



- 49 -


Fun and work are not opposites. In fact, they go together. Employees work harder and customers spend more money in an atmosphere of fun.

Fun and work are not opposites. In

fact, they go together.

Employees work harder and

customers spend more money in an atmosphere of fun.



- 50 -

Dr. Alan Zimmerman's Comment: As I travel and speak across the world, one of the most frequent job complaints I hear is "The fun is gone." With increasing work loads, the fast pace of change, and the challenges of recruitment and retention, it's not fun anymore. Perhaps no where is that more true than in the area of customer service. It's hard work, and it's stressful work to try and please the customers all the time. As a result, too many people just go through the motions. They do their jobs, but they forget the "service" in "customer service." One example comes to mind. I remember gently chiding a supermarket clerk for failing to say "thank you." She snapped back and said "It's printed on your receipt." Let me suggest a better way. If you will consciously think of something you can do to put more fun into the work place, you'll have a lot more energy, and your customers will be a lot more loyal. LOOK FOR FUNNY THINGS IN THE WORK PLACE. One of my friends related this story. On a busy day at the doctor's office where she was a receptionist, a patient was trying to schedule an appointment. My receptionist friend needed the patient's daytime telephone number and hurriedly asked, "May I have a number between 8 and 5, please?" After a moment, the patient timidly replied, "Six." The trouble is--most people do just the opposite. Instead of looking for the funny things that happen in the workplace, they keep track of the negatives. They'll say, "That's the third thing that's gone wrong today." Stop that, and start looking for the fun things. Second, COMMUNICATE PLAYFULLY ONCE IN A WHILE. I remember a sign I saw in a store. It read, "All children running loose and unattended will be towed away and stored at owner's expense." That's a lot more pleasant than the usual stiff, stern warning of "Watch your children!!!" Yes, you can even joke around with some of the customers. One night at dinner I asked the waiter what he recommended. He gave me the names of three other restaurants. I looked stunned for a moment. Then he said, "Gotcha." We both laughed, but then he went on to tell me what a great choice I had made in coming to his restaurant and how delighted I would be with the food and service. He was right. Third, ACCEPT YOUR CUSTOMER'S PLAYFULNESS Roll with the punches. Maybe you'll get one of those customers who likes to tease, like the man who walked into the bank and said, "I'd like to open a joint account with someone who has a lot of money." Accept their teasing as a delightful diversion rather than seeing it as a waste of your time.



- 51 -

Action: Look for one funny thing that happens on the job today. Then ask one of your colleagues to do the same thing and swap stories at the end of the day. Enjoy!

Notes

Action Steps





- 52 -


Gossip is saying behind a person's back what you would never say to his face, and flattery is saying to his face what you would never say behind his back.

Gossip is saying behind a person's

back what you would never say to

his face, and flattery is saying to his face what you would never say behind his back.



- 53 -

Dr. Alan Zimmerman's Comment: There is nothing that causes more harm than words--thoughtless, inappropriate words. The wrong words can destroy the relationships you have with your coworkers and destroy the business you have with your customers. Some people think there's no need to worry about such things. All you have to do is tell the truth. Afterall, honesty is the best policy. Well yes and no. I would never advocate telling a lie, and I would never endorse gossip or flattery. But plain old honesty can sometimes be harsh, brutal, or purposely used to hurt someone else. I suggest "intelligent honesty." In other words, before you give feedback to someone, or before you talk about someone, ask yourself three questions. If you can answer "yes" to all three questions, I would say, "Go ahead, make your comments.” But if you answer "no" to any of the questions, shut up. Don't say anything. The first question to ask yourself is, "IS IT TRUE?" In other words, what you are about to relay is not hunch, rumor, guess, or gossip. You have the evidence; you know your comment is absolutely true. Second, ask yourself, "IS IT NECESSARY?" Sometimes people need to know their behavior is ineffective or inappropriate. So talk to them, not about them. At other times, your comment would not serve any useful purpose; so let it pass. Finally, ask yourself, "IS IT KIND?" You may be upset with someone else, but you don't have to make your comment in a disrespectful manner. You may want additional business with a particular customer, but you shouldn't deceitfully flatter the customer to make the sale. It's not kind. Ask yourself these questions before you speak, and you'll get in a lot less trouble and get a lot better results. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 54 -

Action: The next time you are tempted to gossip, to talk about someone else, stop for fifteen seconds and ask yourself the three questions we've discussed. You'll know what to do next.

Notes

Action Steps



- 55 -


Two wrongs don't make a right, but sometimes, two rights can right a wrong.

Two wrongs don't make a

right, but sometimes,

two rights can right a wrong.



- 56 -

Dr. Alan Zimmerman's Comment: There are no perfect people -- except those who appear in training films. Everyone else is going to make mistakes, a lot of them. That's no big deal. The problem is that many people don't know what to do when they make a mistake. They don't know how to respond, and as a result, they often make more mistakes, making the problem so much worse. Here's what you should do. First ADMIT YOUR MISTAKE. In fact, the best way to prevent a customer or coworker complaint, or the best way to minimize the damage is to admit your mistake before he/she brings it up. That step alone will develop a sense of good will and trust between the two of you. Second, TAKE PERSONAL RESPONSIBILITY. Even if your team or business unit made the mistake, the customer in front of you, the colleagues around you, or the boss above you doesn't want to hear excuses or explanations. All they care about is what you are going to do about it. Third, MOVE QUICKLY. When a hotel loses a customer's reservation or an airline loses a customer's luggage, when such problems occur, there is a brief moment during which a front-line employee can turn a bad situation into a memorable one. If you act willingly and quickly to correct the mistake, the disgruntled customer often walks away with renewed faith in your company. If you don't move quickly, your company may never get a second chance with that customer. Fourth, INVESTIGATE AND INSTIGATE. Simple mistakes don't always have simple causes. There may be a problem in the system that caused the difficulty. Investigate. Find the cause. Maybe there was a lack of understanding on someone’s part, maybe a lack of training, or even a lack of motivation behind the mistake. If you don't find the cause and instigate some corrective action, you'll be repeating steps one and two over and over. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 57 -

Action: The next time you make a mistake, don't try to cover it up or lie about it. Remember, two wrongs don't make a right. Instead, do a couple of things I've suggested above, because two rights can sometimes right a wrong.

Notes

Action Steps



- 58 -


Time on the job is one thing. Results on the job are everything.

Time on the job is one

thing. Results on the job are everything.



- 59 -

Dr. Alan Zimmerman's Comment: When I was a professor, I saw many students get a poor grade. Some of them would come to my office, hoping they could talk me into a better grade. Occasionally I would change a grade, but most of those who came to see me fell into one of two categories: 1) the "deceived” or 2) the "misinformed." The "deceived" ones were the ones who fooled themselves into thinking that results were not necessary. As long as they had a "good story" as to why they didn't do well, they thought that should've been enough to get a better grade. Those "deceived" ones were probably raised by parents who coddled them, who took away the consequences of nonperformance. If their children had excuses that were "good enough," they let them get by. The problem is, some of you are working with or managing some of those "deceived" adults today. They're the ones who've always got an excuse as to why they're not succeeding. Don't buy it. Remind them, there's a big difference between RESULTS and NO RESULTS PLUS A GOOD STORY. Then help them focus on what they're going to do to get results. The second type I referred to were the "misinformed." Those were the ones who came to my office upset with a poor grade because they really had tried. They put a lot of effort into the project, essay, or exam, but didn't do well. They believed that all their effort should count for something. Unfortunately, that's immature thinking. That's for babies, not adults. When we were children, we got a lot of praise for just trying--trying to walk and trying to learn. We lived in an age of activity. As an adult, however, we live in a world of results, and in that world, only results count. When you interact with these "misinformed" individuals, gently remind them times have changed. While you appreciate their effort, and while you respect the fact they really tried, in the new world of work we don't buy people's time, we buy what they accomplish. No one is "entitled" to a better grade, a promotion, a pay raise, or tenure just because they've put in the effort or put in the time. Remind them time on the job is one thing, but results on the job are everything. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 60 -

Action: Take a look at yourself this week. Make sure you’re not one of the "deceived" ones with a good story or one of the "misinformed" ones hooked on effort. If you find yourself in one of these categories, spend the next week focused on results and see how much you can accomplish.

Notes

Action Steps



- 61 -

Tip #21 Published On November 7, 2000

It's okay to invest in your career, but don't forget to invest in your relationships. One will make you a living; the other will give you a life.

It's okay to invest in your career, but

don't forget to invest in your

relationships. One will make you a living; the other

will give you a life.



- 62 -

Dr. Alan Zimmerman's Comment: It's taken me 51 years to learn this Tuesday Tip and still I make mistakes. I spent too much of my life thinking that I would first get my work done, then I could focus on my family. I thought once I was caught up, I could really listen to my wife and kids, or I could fully participate in some family outing. The problem was, and the problem is, I will never be finished with my work. I will never be caught up. So I keep reminding myself to invest in my relationships - now. Maybe this story will remind you to do the same thing. Thomas Carlyle, a Scottish author and historian, lived from 1795 until 1881. During his lifetime he became one of the world’s greatest writers. But he was a human, and humans make mistakes. On October 17, 1826, Carlyle married his secretary Jane Welsh. She was an intelligent, attractive and somewhat temperamental daughter of a well-to-do doctor. They had their quarrels and misunderstandings, but they still loved each other dearly. After their marriage, Jane continued to serve as his secretary. Unfortunately, after many years of marriage, Jane became ill. Being a hard worker, Carlyle became so absorbed in his writings that he let Jane continue working for several weeks after she became ill. She had cancer, but it was one of those slow, growing kinds of cancer. Finally, she became confined to her bed. Although Carlyle loved her dearly, he seldom found time to stay with her. Afterall, he was busy with his work. When Jane died, they carried her to the cemetery. It was raining hard; the mud was deep, and the day was miserable. Following the funeral, Carlyle went back to his home. He was taking it hard. He went up the stairs to Jane's room and sat down in the chair next to her bed. He sat there thinking about how little time he had spent with her and wishing so much he had a chance to do it differently. Noticing her diary on a table beside the bed, he picked it up and began to read. Suddenly he was shocked. He saw it. There, on one page, she had written a single line: “Yesterday he spent an hour with me and it was like heaven. I love him so." Something dawned on him that he had not noticed before. He had been too busy to notice that he meant so much to her. He thought of all the times he had gone about his work without thinking about her and without noticing her. Then Carlyle turned the page in the diary. There he noticed some words that broke his heart. "I have listened all day to hear his steps in the hall, but now it is late and I guess he won't come today."



- 63 -

Carlyle read a little more in the book. Then he threw it down and ran out of the house. Some of his friends found him at the grave, his face buried in the mud. His eyes were red from weeping. Tears continued to roll down his cheeks. He kept repeating over and over again, "If I had only known, if I had only known." But it was too late for Carlyle. She was dead. After Jane's death, Carlyle made little attempt to write again. The historian said he lived another 15 years, "Weary, bored and a partial recluse." To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 64 -

Action: Focus on two of your important relationships today -- one at work and one at home. Then do one thing for each of those relationships that will make it better. Maybe you do a favor for one person and truly listen to the other. But do something.

Notes

Action Steps



- 65 -


If you don't like your job, you've got three choices. You can live, lobby, or leave.

If you don't like your job,

you've got three choices. You can live,

lobby, or leave.



- 66 -

Dr. Alan Zimmerman's Comment: As a professional speaker, I speak to thousands of people every year. But I also listen to thousands of people every year. People approach me before, during, and after my programs to talk about their jobs. Most of the time, people talk about the negative aspects of their jobs. They may have a boss that is difficult, a schedule that is horrendous, or a job that is meaningless. Unfortunately most of those people feel stuck. They think there’s nothing they can do, and there's no where to go. That's not true. No matter how bad things are, no matter how awful your job or your life may be, you always have three choices. You can LIVE with it; you can LOBBY to change it, or you can LEAVE. And just knowing you have a choice makes all the difference in the world. Let's say you don't like your job. Your first choice is to LIVE with it. In other words, accept it as it is; quit your griping, and make the best of it. That's what the young Vietnamese man does who works at my local gas station. He works long hours for very little money, yet he's always friendly and offers excellent customer service. I know a lot of people wouldn't like his job, so I asked him how he felt about his job. With a smile he said, "I am proud to have a job in America. This is a good country. I am lucky." If you don't like your job, your second option is to LOBBY. You can take some action or make some effort to change your job. Perhaps you talk to your boss, learn some new skills for getting along with a coworker, or find a way to streamline your tasks. The key is you “do” something. You lobby for change. If you can't LIVE with your job, and if you won't LOBBY to make it better, you still have a choice. You can LEAVE. Of course, that may not be easy, and it may be painful. But it is a choice you have. You are not stuck in your job unless you choose to stay stuck in your job. There are few things more stressful than spending your life in a job you don't enjoy. If you decide you can’t LOBBY, and if you decide you don't want to LEAVE, then I implore you to change your attitude toward your job so you can contentedly LIVE with it.



- 67 -

Action: Pick one part of your job that you don't enjoy, that you might even dread or complain about. Now consciously change your attitude toward that part of your job by finding something good in that dreaded task. With a little repetition and a little practice, you will indeed change your attitude.

Notes

Action Steps





- 68 -


Don't sweat the small stuff, and most things are small stuff.

Don't sweat the small stuff, and

most things are small

stuff.



- 69 -

Dr. Alan Zimmerman's Comment: When it comes to stress, it's often the little things in life that cause the most stress. Little things like waiting in line at the supermarket, getting stuck in traffic jams, or being put on hold for the third time can really irritate, even infuriate some people. Yet those same people might handle the big issues quite well. They lose their house in a flood, their job is eliminated, or their spouse dies, and somehow they get through it with grace and dignity. It doesn't seem to make sense. In fact it's crazy to let the little things stress you out. So what should you do? Learn to keep things in perspective. My learning on perspective came twenty years ago. I had just left the funeral of a two-year old child and went into the parking lot to get my car which wouldn't start. It was late; it was dark; I was in a bad neighborhood, and everyone else had left. Of course I called AAA to come and start my car. Due to a number of circumstances, AAA couldn't get there for a couple of hours. The AAA mechanic was very helpful and extremely apologetic about the delay. I was calm; I was okay with the entire ordeal, but the mechanic wondered why I wasn't upset. I'll never forget the answer that came to me and has stuck with me all these years. I thought how dare I be upset with a car that wouldn't start or a two-hour wait when I just came from the funeral of a two-year old. Put in perspective, my situation was nothing more than a minor inconvenience. It meant nothing. I can't tell you how many hundreds of times I've used that picture. Every time I think about it, my stress level goes down. I simply refuse to let the little things stress me out. I ask myself how important those little things will be in a week, in a year, or in the light of eternity. Of course, most of the time, those little things won't matter at all, and so my stress goes away. To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 70 -

Action: The next time you're getting stressed out over a little thing, ask yourself "How important will this inconvenience be five years from now?"

Notes

Action Steps



- 71 -


Upset stomach? It may not be what you're eating but what's eating you.

Upset stomach? It may not be what you're eating but

what's eating you.



- 72 -

Dr. Alan Zimmerman's Comment: A while ago I was conducting a series of interviews in an organization. I wanted to understand the organization and the people in it before I delivered my program. What caught my attention was the number of managers, supervisors, and employees who referred to a particular executive and all the harm he had caused. The more negative comments I heard, the more convinced I was that it would indeed be difficult to work with that executive in that culture. Of course, I wanted to meet that executive and get his perspective. Then I learned that that executive had died three years before, but the people were talking as though he was still there, ruining their lives. The executive had gone, but the people wouldn't let go. That organization and those people had problems because they were filled with resentment. And resentment is one of the most demoralizing emotions known to mankind. It will kill relationships, stop teamwork, level motivation, and ruin health. So what do you do if you or your team is afflicted with resentment? REMIND YOURSELF THAT RESENTMENT IS UNREASONABLE. In other words, resentment never solved a problem or built a relationship. It does no good whatsoever. It's like driving your car while looking in the rearview mirror. If you spend too much time looking in the past, you’ll crack up in the present. Then, find someone to talk to. Kept inside, resentment will feed on everything that is good inside you. So get it out; talk it out, because THERE IS NO CLOSURE WITHOUT DISCLOSURE. Find someone who will listen, who will understand your feelings, and who will challenge you to move on. What you don't need is someone's sympathy. You don't need someone telling you how unfair life has been. That will do nothing but keep you stuck in your resentment. Finally, after you've had your discussions and disclosures, REFOCUS YOUR ATTENTION. Your resentment may have become pervasive and habitual, so it will try to resurface time and again. Whenever it does, force yourself to think of something else more positive. And with enough practice, your resentment will be a thing of the past.



- 73 -

Action: Take three minutes to take an honest look at yourself. See if you have any resentments troubling you. If so, select one, and every time that resentment comes to mind, find another reason why you should let it go.

Notes

Action Steps





- 74 -

Tip #25 Published On December 5, 2000

Compensation is a right, but praise is a gift.

Compensation is a right, but

praise is a gift.



- 75 -

Dr. Alan Zimmerman's Comment: I'm amazed, but perhaps I shouldn't be. I've been speaking around the world for about 20 years, and I still hear the same complaint I heard back in the 80's. Employees complain they can do a hundred things right and not hear a thing about it. They do one thing wrong, and someone's right on their back. When I ask managers about this complaint, I get several responses. Some say, "Yeah, I know I should be giving out more praise, but I just forget" or "I'm too busy.” The more cynical ones say, “Look, I pay people to do their jobs. I don't have to praise them." No, you don't have to praise your employees, or your colleagues, for that matter. But let's get right to the bottom line. People will work harder and accomplish more with a paycheck and praise than they will with just a plain old paycheck. So there's a payoff when you praise -- if you praise correctly. So let me extract a couple of nuggets from my program on "Peak Performance: Motivating The Best In Others." Let these nuggets guide you in becoming more effective in your work with others. First, NEVER LET GOOD WORK GO UNNOTICED. WHEN YOU SEE IT, SAY IT. People ask me all kinds of questions about timing. When is it the right time or best time to praise someone for something he/she did? Almost always, the best time to praise good work is at the very moment you notice it. If you wait, you run the risk of forgetting or the other person thinking you didn't care or didn't notice. Second, WHEN YOU SAY IT, SPECIFY "IT." If you give general praise, like "atta boy...good job... nice work... terrific,” the recipient may think you're just saying it, that you don't really mean it. After all, general praise is almost effortless and could be almost mindless. But when you describe exactly what you liked in the other person's performance, he/she knows that you know what you're talking about. Third, WHEN YOU SPECIFY IT, PERSONALIZE IT. In other words, use the other person's name. Everyone's been trained to listen more carefully to those sentences that include his/her name. It just works better to say "Anne, I really appreciate the extra time you put into the project," instead of saying "Thanks." To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 76 -

Action: This week give the gift of praise five times. Give a compliment to five different people using the guidelines outlined above. To make sure you don't forget, put five pennies in your left pocket, or some such place, and each time you give a compliment, move a penny from your left pocket to your right pocket. When all five pennies are in your right pocket, you've accomplished your mission.

Notes

Action Steps



- 77 -


If you can't find time for recreation, sooner or later your body will make time for illness.

If you can't find time for

recreation, sooner or later your body will make time for

illness.



- 78 -

Dr. Alan Zimmerman's Comment: You may be proud of how hard you work and how much work you accomplish. I know I am. But I also know there’s a limit. You and I can't keep on working, day and night, five-six-seven days a week forever. Eventually, the body will say "enough is enough." Years ago there was a saying that "all work and no play make a person dull." Today, it's probably more accurate to say that "all work and no play make a person dead." In fact, Japan has a special government program to compensate widows and widowers whose spouses literally work themselves to death. Unfortunately, it's not easy to find time for recreation. We’re all so busy these days. There's more work than ever and fewer people to do it. And, to make it even more difficult, companies tend to reward people whose lives are totally out of balance. They're given more respect and bigger paychecks. So what should you do if you're feeling overwhelmed, stressed out, burned out, or off balance? First, REALIZE YOU'LL NEVER BE FINISHED, AND THAT'S OKAY. No matter how hard you work, you'll never get it all done. Even on the day you die, there'll still be a few things in your in-box you didn't get to. Perhaps you were raised like I was. My father always said "First you work, and then you play. Get all your work done, and then you can relax." While that's not bad advice, it is irresponsible advice in today's world. You and I will never be done, and we must realize that’s okay. It really is. Once you accept that, the second thing you must do is SCHEDULE SOME RECREATION. It sounds strange to put some free time or fun time on your calendar, but I've learned if it's not on the calendar, it doesn't happen. So plan some time and then take some time for “rec-reation” before you end up with "wreck-reation". And finally, REFUSE TO BE PROUD OF YOUR BUSYNESS. As Lee Iacocca said, "Over the years, I've had many executives come to me and say with pride: 'Boy, last year I worked so hard that I didn't take any vacation.' It's nothing to be proud of. I always feel like responding: ‘You dummy. You mean to tell me that you can take responsibility for an $80 million project and you can't plan two weeks out of the year to go off with your family and have some fun’?” To get information on Dr. Zimmerman’s products go to this link. http://www.drzimmerman.com/tools/allproducts.htm




- 79 -

Action: This week put an hour of recreation on your calendar. Schedule an activity that you will do just for the health of it. The only criterion you must follow is that whatever you choose, it must be something that will make you feel re-created or re-energized afterwards.

Notes

Action Steps



- 80 -


A loser wants his way. A winner makes his way.

A loser wants his way. A

winner makes his way.



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Dr. Alan Zimmerman's Comment: If you're like most people, you want to know how you can get others to do what you want them to do. That's understandable, but it's also a little short-sighted. If you're a truly effective communicator, you ask a slightly different question. You want to know how you can get others to do what you want them to do -- BECAUSE THEY WANT TO DO IT. I have an entire program that addresses that very question, but for starters USE HUMOR. People are more cooperative when they're smiling or laughing. The State of Florida, for example, got a lot more compliance when they changed their signs from "No Smoking" to "Florida is a clean indoor air state. But dirty air is available in designated areas." Along similar lines, Ramona Gaines found it was a lot easier to cooperate when she was smiling. She was rushing to a meeting after she had finished teaching for the day. As she glided past a stop sign, she immediately saw a police car and its flashing red light. She pulled to the curb, relieved that the young officer was a former English student of hers. She thought she was off the hook, but the officer gently said, "Sorry, Mrs. Gaines. That sign was a period, not a comma." A little humor goes a long way. Second, ASK FOR WHAT YOU WANT. Most people don't like to cooperate with pushy, demanding, or whining people. Most people want to be asked in a caring, humble, and straight-forward manner. It's like the 16 year old boy who worked at a Ford dealership until 6:00 PM every school day and put in twelve hour days during the summer. Part of his job was taking off the hubcaps at night so they wouldn't be stolen. One day, carrying an armful of hubcaps, he almost bumped into the new general manager and dropped all the hubcaps. The boy was fired on the spot. Desperate for a solution, the boy wrote to Henry Ford II. He explained what happened, said his family was a loyal Ford family, and when he was old enough he was going to buy a Mustang. He asked for his job back. Eventually, the dealer called the boy and said, "I don't know who you know in Detroit, but if you want your job back, you got it." The boy had learned to ask for what he wanted. Finally, to encourage others to cooperate, DO THEM A FAVOR FIRST. That same boy, later in college, wanted to work at a Rolls Royce dealership, but the owner said there were no openings. So the boy started washing cars there anyway. When the owner noticed the young man and asked what he was doing, the young man simply said he was working there until he was hired. He was. Oh, did I forget to tell you? That young man's name was Jay Leno.



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Action: This week, think of one thing you want from someone else. Then, instead of beating around the bush or demanding cooperation, just ask that person for what you want in a caring, humble, straight-forward manner. You'll get cooperation, clarity, or both, and that's not bad.

Notes

Action Steps





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Flexible people don't get bent out of shape.

Flexible people don't get bent out

of shape.



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Dr. Alan Zimmerman's Comment: You don't need anyone telling you that the world is changing and changing faster than ever before. You’ve probably read several books or listened to several speakers say exactly that. The trouble is, that's about all most books and speakers say. What you really need to know is "how" to manage the change. Let me suggest three tips from my program on "Mastering Change." First, GET SOME PRACTICE. Think about it. Almost everything you do and do well, you do so because you practiced that skill at some point in life. The same should be true of change. You'd be good at change if you practiced change. Most organizations, however, skip the practice phase and simply announce the change and expect it to happen. No wonder employees get so bent out of shape. You could get some change practice by just changing your morning routine. If you're like most people, you prepare for work every morning the same way. You eat the same food, drive the same route, and listen to the same radio station. Try getting up a half-hour earlier, eat out at a restaurant, take a walk, call your Mom, anything, but break the routine and practice change. Second, STAY CALM, even though you may not feel calm. Change has a way of unnerving a lot of people, but it helps an awful lot to have a strong and growing faith. Like Mother Teresa said: "I know God will not give me anything I can't handle. I just wish he didn't trust me so much." There will be times when you don't get your way. There will be times when you get rejected. But again, flexible people don't get bent out of shape. Flexible people just tell themselves "sw, sw, sw" or "some will, some won't, so what." Finally, APPLY A CREATIVE SOLUTION TO YOUR SITUATION. Be like the teacher who found a creative way to handle the parent-teacher conference. The teacher said the good news is your child has a lot of creative ideas. The bad news is they're all in spelling. Gary Froehlich showed his flexibility when he and his wife were on vacation. When their car license plate was stolen, he taped a sign over the empty license plate space and drove all the way home without a single trooper stopping him. But a lot of other motorists went out of their way to honk and wave when they read Gary's sign that read "Just Married."



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Action: Two days this week, change your routine. Get some change practice. And then notice the difference in your feelings and energy throughout the day. You'll get a little lift on the days you break your routine.

Notes

Action Steps



DR ZIMMERMAN S TUESDAY TIPS · DR.ZIMMERMAN’S TUESDAY TIPS VOLUME - I (TIPS # 1 – # 28) Dr....

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