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How to Create a Learning Culture at Work

Posted by Jody Urquhart on Mon, Aug 31, 2015 @ 12:35 PM

How you go about the matter of your work makes the work matter.

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What Kind of Leader are You?

Posted by Jody Urquhart on Thu, Aug 27, 2015 @ 12:15 PM

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How to Host an Event Q&A Session

Posted by Jody Urquhart on Mon, Aug 24, 2015 @ 06:54 PM

Most people dread the guest speaker Question & Answer ( Q&A) Session- that's because most Q&A session are really poorly run. They are often treated like an after thought, as opposed to a pre- planned part of the learning.

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Forget Fair & Focus on Group Good

Posted by Jody Urquhart on Thu, Aug 20, 2015 @ 02:14 PM

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Motivational Speaker for Student Nutrition Services Conference

Posted by Jody Urquhart on Thu, Aug 20, 2015 @ 12:53 PM

This week I had the pleasure of watching Best Selling Author, Motivational Speaker and career coach, Delatorro Mc Neal as the closing keynote speaker at a student nutrition services conference.
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A Great Customer Service Philosophy

Posted by Jody Urquhart on Tue, Aug 18, 2015 @ 04:14 PM

I was recently a motivational speaker for a large Bankers Conference. At the end of the speech, the CEO of a large midwestern bank chased me down to share his leadership philosophy.

Over the years, the CEO has evolved his customer service philosophy to do things FOR people not TO them.

According to the wise CEO, when you do things for people, you serve and help them. When you do things to people you punish or torture them.

Most banks routinely do things TO people. We fine our customers late charges, we charge them interest to borrow money, we assess them fees for holding accounts. These are often seen as actions done to customers.

In any business, it is so easy to get caught up in doing things to people while forgetting why you are in business in the first place. Ultimately, any organization (to survive) needs to be providing a service that supports and helps others.

For instance, couples taking out a mortgage are buying a home. As a financial provider, if you can help them make a major decision that will support their families' livelihood- you are truly helping them.

Doing things to people means your wielding rules at customers to force them to comply. When doing things for customers, you are using your knowledge, products and service to really help them.

In many cases, the nuance is subtle. For instance, the example the CEO gave me is.... if we charge a fee for late payment, we are doing this to someone. However, now we try to contact the customer to let them know they are in overdraft and discuss their options, we are doing this for them.

For the Midwestern bank, customers appreciate that they are flexible to their needs and supportive of their unique situation.

All Work Add To Chart Get Motivational Speaker, Jody Urquhart's  Book, All Work & No SAY

 

 

 

 

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How to Roll Out a New Safety Policy

Posted by Jody Urquhart on Mon, Aug 17, 2015 @ 08:16 AM

When it comes to safety, what looks like resistance is often a lack of clarity.

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Principles of Integrity

Posted by Jody Urquhart on Fri, Aug 14, 2015 @ 10:40 AM

The dictionary definition of Integrity is the state of being whole and undivided.

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Motivational Speaker for School Nutrition Staff

Posted by Jody Urquhart on Tue, Aug 11, 2015 @ 08:04 AM

On August 18, 2015, I am a motivational speaker for the Hillsborough County Public Schools nutrition staff  conference.

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Benefits of Holding a Meeting Standing up

Posted by Jody Urquhart on Mon, Aug 10, 2015 @ 12:20 PM

To keep people awake, engaged and interested in a meeting, have all participants stand up.

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