10 Hidden Keys To Meaningful Communication & Customer Delight - Rosen School of Hospitality

COMMUNICATIONKEY

TEN 10 HIDDEN KEYS

TO MEANINGFUL COMMUNICATION

AND CUSTOMER DELIGHT

by tim miles

“ Good evening!

(ahem)

“Good evening!

(please repeat after me.)

“ There has never...

“ been a better time ...

“ to do what it is I do ...

“ ... but ...

“ ... but ...

“ BUT

“ There has also never...

“ been a more important

time ...

“ to be GOOD at what

it is I do ...

see how I went all caps on GOOD

there?

actually, you didn’t have to repeat that

one

(thank you)

(you’re done)

(for now)

(dramatic black screen to pause for emphasis

and transition)

Now, if you’ll allow me…

I’ll drop some tight Robert Frost on y’all

BEST BUY

MOM CRY

MADE MY

a guide to Shareworthy Customer Service

BEST BUY

TIM MILES

COMMUNICATIONKEY

TEN 10 HIDDEN KEYS

TO MEANINGFUL COMMUNICATION

AND CUSTOMER DELIGHT

by tim miles

DADDY, I HAVE A

QUESTION

by tim

miles

“Daddy, I have a question.

Yes, Will.

“

How old do you have to be to own a jetpack?“

Will Miles Scientist, Philanthropist, Bon Vivant

Do you need a permit to own a raygun?


“

When I become a Jedi, who decides what color my light saber will be?


“

Do me a favor...

So how does it feel to be autistic when you are overstimulated? It feels like: 20 cologne smells (all people around you are wearing different things, etc. Autistics smell all of it), like hundreds of kids running around you asking you questions in different languages, like you’re sitting in a chair that is missing one leg and trying to balance it while all that is going on, and lights flickering…too much, hence why autistics have Meltdowns.

“Kristina DesJardins Author, Autist

WHATIS AUTISM ?

• Qualitative impairment in social interaction and communication

• Restrictive and repetitive behaviors.

November 20, 2005

November 21, 2005

April 29, 2015

When I started counting my blessings, my whole life

turned around.“Willie Nelson

10 HIDDEN KEYS

TO MEANINGFUL COMMUNICATION AND CUSTOMER DELIGHT

10 BLESSINGS

TO MEANINGFUL COMMUNICATION AND CUSTOMER DELIGHT

COMMUNICATIONKEY1

ONECHANGE

COMMUNICATIONKEY1

You cannot expect someone else to change his behavior until you’re first

willing to change your own.

COMMUNICATIONKEY1

Mindfulness Diaries

COMMUNICATIONKEY1

Mindfulness Diaries

COMMUNICATIONKEY2

TWCELEBRATE DIFFERENTLY

COMMUNICATIONKEY2CELEBRATE DIFFERENTLY


How will you measure success?

COMMUNICATION KEY2CELEBRATE DIFFERENTLY

How will you measure success?

Lauren ‘13


You improve what you MEASURE

andREWARD

COMMUNICATIONKEY3

THRCLEAR v. CLEVER

COMMUNICATIONKEY3CLEAR v. CLEVER

Literal Thinking


“Raining Cats & Dogs”



Practice Critical Thinking


Answer Questions As Asked


Clarity Trumps Clever


Sarcasm


*Sarcasm*


Swear Jar?


Snark Jar

COMMUNICATIONKEY4

FOUOVERSTIMULATED

COMMUNICATIONKEY4OVERSTIMULATED

How many of you check your phone before you get out of bed?

COMMUNICATIONKEY4OVERSTIMULATED

How many of you are lying?

: )

I believe that genius in the 21st century will be attributed to people who are able to unplug from the constant state of reactionary workflow ... and allow their minds to solve the great challenges of our era.

“Scott Belsky CEO, Behance

There's no question whatsoever that multitasking, especially among those who do it the most, is at the very least ineffective and at the worst, harmful. Basically, they are worse at most of the kinds of thinking not only required for multitasking but what we generally think of as involving deep thought.

“Dr. Clifford Nass Stanford University

COMMUNICATIONKEY5

FIVLISTEN

COMMUNICATIONKEY5LISTEN

Have you noticedit seems like a bazillion peoplewant to be heard?

But, like, maybe six want to listen?


Have you noticedit seems like a bazillion peoplewant to be heard?

But, like, maybe six want to listen?


PRESENCE... not presents.


* Listening Exercise *

Human relationships are rich and they’re messy and they’re demanding. And we clean them up with technology.

And when we do, one of the things that can happen is that we sacrifice conversation for mere connection.

We short-change ourselves. And over time, we seem to forget this, or we seem to stop caring.

“Sherry Turkle Author, Professor - TED, February 2012

COMMUNICATIONKEY6

SIXCOME TOGETHER

6COMMUNICATIONKEYCOME TOGETHER

Looking back, had it not been for those incredibly kind, gracious men and women who assisted me when I most needed it, we would not today have the means to offer our assistance to those who need a helping hand.

“Harris Rosen International Man of Awesomeness

COMMUNICATIONKEY6COME TOGETHER

When you have moretime than money…


When you have more money than time…


One Hour A Week


One Hour A Week

“What have you learned?”


One Hour A Week

“What have you learned?”

Facebook Group


One Hour A Week

One Day A Quarter

Two Days A Year

COMMUNICATIONKEY7

SIXPROCESS ROCKS

COMMUNICATIONKEY

SIXPROCESS ROCKS 7

COMMUNICATIONKEY7PROCESS ROCKS

Map Your Customer Experience

Tune Your Customer Experience

COMMUNICATIONKEY7

SIXBLACK HOLES

a

Once in a while, you get shown the light in the strangest of

places if you look at it right.“Robert Hunter Lyricist, The Grateful Dead

COMMUNICATIONKEY8

SEVWHAT IS NROMAL?

WHAT IS NROMAL?

“Daddy, I have a question.

Yes, Will.

“

Am I symmetrical or asymmetrical?“

How do I clean soap?“

Should the rollercoaster I’m building in the

backyard be wood or steel?“

Is Dora non-fiction?“

No, buddy.

“

(2 minute pause)

I think it’s historical fiction.“

Why is it everybody wants their children to be normal, but no

one wants them to be average?

“Roy H. Williams CEO, Williams Marketing

For it to be effective, curiosity has to be harnessed to at least two other key traits. First, the ability to pay attention to the answers to your questions— you have to actually absorb whatever it is you’re being curious about. Second is the ability to act.

“Brian Grazer A Curious Mind

Life isn’t about finding the answers. It’s about asking the questions.“

Brian Grazer A Curious Mind

Jordan Mills @JAMills1014

“

Retweeted by Thinking Persons Guide to Autism

“

For too long, we've assumed that there is a single template for human nature, which is why we diagnose most deviations as disorders. But the reality is that there are many different kinds of minds. And that's a very good thing.

“Jonah Lehrer Wall Street Journal, 3/31/12

I’ve learned that every human being, with or without disabilities, needs to strive to do their best, and by striving for happiness you will arrive at happiness. For us, you see, having autism is normal— so we can’t know for sure what your “normal” is even like. But so long as we can learn to love ourselves, I’m not sure how much it matters whether we’re normal or autistic.

“Naoki Higashida The Reason I Jump

Autism Awareness Month

Autism Awareness Month

Autism Acceptance Month

We all have special needs.

The Pit of Mediocrity has never been wider or deeper.

Best Buy Made My Mom Cry

Best Buy Made My Mom Cry

ShareworthyService

ShareworthyService

ShareworthyService

COMMUNICATIONKEY9

EIGCOMMITMENT

What is your dream?

COMMUNICATIONKEY9COMMITMENT

Why is it your dream?

Every day, before your head hits the pillow at night…


Any. Small. Step.

The magic is not in the size of your steps.


But in the will to just keep going.

The magic is not in the size of your steps.

But in the Will to just keep going,and in encouraging others to do the same.

Change Celebrate Differently Clear v. Clever Unbuzz Listen Come Together Process Rocks Black Holes Are Doorknobs What is Nromal? Commitment

Relentlessness is the greatest expression

of commitment.

Commitment is the greatest

expression of love.

(please repeat after me.)

There has never...

been a better time ...

to do what it is I do ...

... but ...

There has also never...

been a more important

time ...

to be GOOD at what

it is I do ...

and I will recommend Tim Miles …

to speak at events my organization

holds…

“ in Fiji, Hawaii, Turks & Caicos, Portugal, Costa Rica, Las Vegas,

Jamaica, Scotland, or Australia.

(thank you)

timmilesandco.com/rosen .

@timmilesco .

timmilesco .

instagram: .

twitter: .

by tim

miles

DADDY, I HAVE A

QUESTION