Sorry to be graphic, I read somewhere that it attracts eyeballs.

“It’s sooooooo easy, huh?” I thought to myself.

It’s just so easy to stop writing, blogging and sharing on-line. Just stop. And I did. What I’m not going to do is talk about it endlessly. I’m not going to make excuses. F**K that.

Ok?

Forgive me?

Good.

Now I need to work hard to build back the engagement that I did have. I also need learn about those tools that will make this site more visible on-line. Two BIG tasks. In-between, I will work (at my day job). That all important – DAY JOB.

For better or worse.

Cause I love it.

Simple as that.

So, whattya got?

Well, I read recently that people of a certain generation prefer to look at graphics, video and images instead of reading a lot of text. Naturally, I didn’t do any further research before I jumped on the “I am an old man and I like to read” train and started to ask a bunch of questions about how the detail of an idea gets expressed visually. Why? Because, I don’t get it. To me, a bunch of words strung together can look visually pleasing too and you get something from the author you may not get from an image.

A thousand words. Yeah, but are they the right thousand?

Video is a different story though, huh?

I totally get that one.

Think about how much you can communicate with 5 min of video. I recently finished a presentation on Collaborative Project Delivery in which I distilled 7,500 words down to a 45min talk. Like any good Presentation Zen lover and as an Interior Designer I supported my topic with strong visual images (and not a lot of text). It’s not video but you can make the logical leap.

You could read 7,500 words or listen to an Interior Design guy talk about his life experiences supported by imagery.

Hmmmm……

I sure hope I made my audience feel something.

If I did, could I have done the same by simply writing the piece? There is likely an argument for both BUT if people prefer images and video then that’s what they prefer. Is that why TEDx is so huge?

Do you prefer video over writing? Images over text? Or is it a time and place thing for you?

That brings us to today’s quote.

I went to the music industry for this one. Mos Def was once described as the best dressed man in the music industry. I don’t know about that but he sure is one hip cat. Mr. Def (that sounds weird) certainly has committed himself with the quote below. I suppose because he creates emotion through lyrics and sound he sees the value in crafting imagery through words.

With that, I challenge thee, Millennials. Imagine this…..

If that doesn’t brighten your day then maybe this will.

A neutron walks into a bar, sits down and asks “how much for a beer?” After a moment of quiet contemplation, the bartender responds, “For you? No charge.”

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

Can’t you just make a decision already?

Last week my exams finally started.

For those that have been following along I am writing my NCIDQ exams to gain my professional accreditation in my industry, Interior Design. I am an Intern member of an organization called ARIDO which is the governing body that supports the Interior Design industry in Ontario.

Coincidentally, my wife is now the acting president of this organization.

No pressure, right?

She is very supportive of my career however there is an expectation that I finally become a registered Interior Designer during her tenure as president.

The first of three exams is now under my belt.

The next two are in a few weeks so suffice it to say I will be mired in study material in the moments I have free from my busy professional life. If you see a guy with his head buried in a book, well, that’ll be me.

The first exam was 2 intense four hour segments of design exercises to test the ability of an Interior Designer to apply program requirements, translate the requirements to floor plans, to test comprehension, problem solving ability and the knowledge of codes.

No one is meant to work in this manner in real life.

Four hours without a break.

Ridiculous.

Short term pain, long term gain. I suppose.

We all make sacrifices for future gain, right? The choices we make change the outcome of our future, for better or for worse, for as long as we shall live. Sure, in real life, if we make a poor choice we can take corrective action but we all know we have to live with the choices we make.

That’s the way this exam is structured.

Every experience is an opportunity to learn something and that’s the funny thing about exams. Exams are meant to test our ability to communicate what we have learned but in writing this first of three I am learning something new about my ability to communicate, think on my feet and make quick decisions of which I am borne to live with the consequences. No turning back. Ever.

Life experiences are not normally like that, are they?

In reality, when we make decisions we can take as much time as we need to do our due diligence and ensure the decisions are informed, well thought through and practical. Being in a position where choices are severely limited by time changes the perspective of how you decide your course of action.

This is especially challenging for me as I have a tendency to occasionally over think things and thereby potentially lose an opportunity altogether.

This test was a good opportunity to feel the freedom of making a decision and having to simply live with it.

For better or for worse.

There’s no out.

I am not really comfortable with this idea but I can see the long term gain.

Progress.

That brings us to today’s quote.

Why do I keep picking these old guys when it comes to quotes? Does the now generation not have anything interesting to say? Surely, they do, however, I am either remiss to find it or it simply feels right to respect the wisdom of the past. Now did i choose Mr. Emerson because he’s so poetic or is it because his name is Ralph too? You decide (haha).

If that doesn’t brighten your day then maybe this will.

“The past, present and future walk into a bar all at the same time. It was tense.”

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

I read somewhere that listening is really hard. Really?

I am just finishing up a book called The Pin Drop Principle. Admittedly, I read a little less than I should but I do enjoy it. Over the past few years I have read very little for pleasure. I read mostly non-fiction. I find the stuff I learn very gratifying. Mostly.

This business book’s subject is about honing your presentation skills written from the perspective of how actors prepare for their performances. There are a ton of great tips and the book has been very helpful considering I am giving my first “formal” presentation at a course on reinventing construction project delivery in May. My subject is collaborative project delivery which is something I have a real passion for.

What struck me is the chapter on listening.

What?

Why include listening as part of a book on presentations? Well, the importance lies in the interaction between us; you as the communicator and me as the receiver and vice versa. The relationship between the two is fundamental in good communication.

Until I got through this chapter I thought I was an expert at listening. I have been listening off and on for 48 years so I am certainly an expert, right?

Not really.

The book suggested up to 70% of people don’t know how to listen well. Up to 70%! Really? And, it goes on to say most of us think we are in the 30% but in reality are not even close. There are a lot of ways to improve our listening skills and for me this is now of critical importance.

From this moment forward.

I can only imagine what good stuff I may have missed.

The chapter offers a myriad of tips to help you improve your listening skills. The first one, right out of the gate, seemed so obvious but, in fact, remains the biggest culprit of this day and age; avoiding distractions. To me, the smart phone has perpetuated this issue (see how I neatly blamed something else, there?).

My wife and I were talking about this while walking the pup on Friday. I was a lovely late March day; warm and sunny. I mentioned that I had a revelation.

We stopped in our tracks, looked at each other and started laughing.

You see, my wife knows full well, in certain situations, occasionally interrupting someone in the middle of a thought is something I have a propensity to do. I realised after reading this chapter that doing that not only is rude but also very disrespectful. Sure, I know that but what’s most important is the knowledge that I have not only been disrespectful but that I have completely missed what was being said. There is no way I could have understood what I was being told because my mind was already underway looking for a response before the thought was even finished.

Well, you can bet that’s not going to happen anymore. Not if I have anything to do with it!

I wonder if this same notation applies to reading.

I have read blog entries that suggest people skim content. I have always found that odd. In a similar manner to listening how can we absorb the essence of a piece of content if we don’t take the time to read it?

So, I ask myself, “Why even put yourself there if you don’t have the time?”

That brings us to today’s quote.

I don’t believe I have ever read anything by George Bernard Shaw but he certainly had a quote that fits very well to this week’s story. I can’t help respect a Nobel laureate and the namesake for Ontario’s Shaw Festival. Take it away George.

If that doesn’t brighten your day then maybe this will.

There are two fish in a tank. One turns to the other and says, “‘You man the guns, I’ll drive!”

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

When you think of Google,

the last thing you probably consider is how their office space looks.

We have all heard about the crazy stuff they do for their people.

I had an opportunity to tour their new Toronto offices recently and got a firsthand peek behind the curtain.

As of today, Google has approximately 53,546 employees. That’s a jump of around 21,000 people from 2011 data.

That is significant expansion in just two years, and regardless of the growth those are some serious numbers to consider when it comes to maintaining workplace standards, employee satisfaction, and employee productivity.

You have to wonder how they do it. Well, the rumours are true.

The Google Playhouse

The shelves are stocked with goodies, there are tons of spaces for play, and the place is totally tricked out with technology. As an interior designer I was like a kid in a candy store looking for the golden goose of office design. What I realized is if you take away all the kitsch – the bookcase that reveals a hidden lounge, the soundproof music room, the funky furniture, the swing (yes, I said swing), and all the swag, the resulting office space, while simple and basic, is still well planned for its business practice. Strange but true.

In their 2012 workplace forecast CoreNet Global Corporate Real Estate 2020 team predicted, even with the growing use of technology offering the opportunity for us to work anywhere now, most people still prefer to go to the office.

The nature of how we work is what has changed and corporate office space is starting to change along with it.

Top Soft Skills

According to the forecast, there are three leading reasons that drive the emerging changes in office space. Coincidentally, they are also the top three soft skills identified as gaining in importance in the workplace of today: Relationship building, strategic thinking, and cross-functional collaboration.

Google is an excellent example of this.

With 67 corporate offices (21 in the U.S., alone) they are certainly not pushing away from having physical office space. Instead, they have created space that suits their culture.

Google Goodies

Their culture appears highly collaborative and their project-based team model also seems to rely heavily on forging strong inter-personal relationships. At first glance, the workspace seems gimmicky and fun, but it’s not all frivolous window dressing. They understand a vast expanse of ‘one size fits all’ open office space (cubicle farms) does not promote their work style or culture.

The funky flexible furniture is an opportunity for people to change things around to work that works for them. The tricked out technology in their meeting rooms allows teams to share information around the world without leaving the office.

The hidden lounge, enclaves, and meeting rooms have walls you can write on. You can record ideas anywhere, share them, or leave them there for future inspiration.

The mini snack bars and full-service cafeteria promote interaction and the wide variety of services such as massage therapy and a tech bar help keep the focus on productivity. Googlers don’t have to stray far from the office to get what they need.

It certainly works for them. So, how do you find out what works for you? Google did a couple of things any company can do.

Ask and Receive

Many office spaces are designed with a one size fits all mentality because it gives the impression of efficiency and that’s where the greatest opportunity lies.

It’s not difficult to poll a workforce to gather some basic metrics which can help determine what works best for the specific needs of an employee base. Google did exactly that and then established committees to address specific workplace needs. The management took a mature and inclusionary approach. What’s great about today’s cheap and easy-to-use technology is any organization can self-actualize and address the specific needs of their employees.

Recognizing simple things such as the need for heads-down private spaces, flexible open office spaces, appropriate amenities, and a focus on the technology employees require to do their jobs effectively can offer simple, cost-effective gains to address the changing nature of any workforce.

Over to You:

Take a look around your office space.

Do you have what you need to do your job effectively? What would you recommend changing to make it work better for you?

Cheers,

Note: This post was originally published by Spin Sucks on Feb 5, 2013. You can find it here.

Hey, where the heck have YOU been?

Um, what happened? Yes, we missed weeks 11 and 12. Well, we took a couple of weeks of vacation, that’s what. We actually thought about the impact of not posting our regular QOTW posts a bit before we left and resolved for a couple of reasons it made sense to just take a break.

Taking a few weeks off far outweighed the idea of writing something that wasn’t real or from the heart. The great thing, for us, about this Monday morning post is it is more off the cuff than planned. It takes on the flavour of the previous week and we always find an interesting learning experience to share with you guys. In this context, scripted posts would have seemed contrived.

Excuses, excuses.

Sure, sure, we could have found a way. The internet is never far away but it just felt right to let it slide. Besides, it was nice to get out of our routine and take in some different scenery too. Some that didn’t involve a computer screen (even though that’s not totally true either).

So, now we are going to apologize even more because this week we have nothing seriously interesting to share other than a few of vacation photos (ugh, right?). I should never say that we learned absolutely nothing in the last two weeks but I think we seriously tried hard to not think about too much other than enjoying each other’s company.

The benefits are astounding.

And the mental rest is good for the soul. I suppose there’s a good story in that alone regardless of the cliché and over-stated nature of taking time to recharge the batteries. I can’t help but say it’s true though.

Try it if you can. You’ll see.

That brings us to today’s quote.

The quote we chose this week fits the vibe well. I have never heard of Josie Maran before but, hey, that’s no big deal. She’s a model, an actor and more interestingly entrepreneur. She has an interesting cosmetics line that uses an eco-friendly natural product. Not my thing really but it does sound interesting. Kudos to her for doing it her way. Take it away Josie.

If that doesn’t brighten your day then maybe this will.

What do you call a psychic midget that has escaped from prison? A small medium at large.

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

Hey, big boy, how hard is it to keep your cool?

A little while ago I had a moment where I was upset with a friend for stepping into a personal issue I was having. I won’t regale you with the gory details. Suffice it to say that my anger boiled over because I don’t like to be told what to do. I never react negatively to criticism or direction in a business environment so this was a rare occasion for me.

The issue was exacerbated by my friend (who was actually trying to help) when suggesting that I approach the issue in a particular way.

I don’t know about you but when dealing with a personal issue I really don’t like unsolicited advice. If I ask for it, sure, bring it!

Otherwise, no thank you!

My reaction, in the moment, was not one of my finest. Afterward, I actually felt I deserved an apology from my friend for sticking their nose into my business.

Nice, huh?

At any rate, I came to my senses and took responsibility for the entire incident. It was my fault after all. If I hadn’t reacted the way I did no one would have been affected.

After a few weeks, I apologized. Yep, a few weeks.

It was hard to suck it up. My ego was really battling me for control but I beat that sucker down. In the famous words of you QOTW guest, “I think you better quit talkin’ that bull….”

What did I learn?

I learned that even though I know what to do common sense doesn’t always prevail. In my work life I know better. The design world is fraught with opposing opinions and ego driven decisions. As a team member, regardless of my position, I have always been cool, been able to think before reacting and removed myself from a confrontation if I didn’t think I could handle the heat. This situation was no worse than anything I have dealt with in business. It was perplexing.

I truly felt bad that I let my ego get in between me and a close friend.

It did work out though.

My friend feels better that I came clean and I do as well. One less bag to carry. The way airlines are charging for luggage these days it’s a good thing I jettisoned that one.

Oh, we are still friends, of course. Whew!

That brings us to today’s quote.

Whatever happened to Fred Durst? It’s more like, what happened to me? Have I passed the alt rock phase of my life? Naaaaa, but as far as I know he’s still got it. Don’t 1.5mil followers on twitter mean something? Huh? Who knows but the 4 people he follows surely must feel special though. I was never cool enough to know what a LimpBizkit was anyway. Or maybe I didn’t care. I did love the music and maybe it has had its day? I can only imagine the humbling nature of the rise and fall of popularity. In response to an interview last year about his band, Fred said, “We were a moment in time and it’s over.”  Somehow, that comment and the following quote seemed fitting this week.

If that doesn’t brighten your day then maybe this will.

What did the Zen Buddist say to the hot dog vendor? “Make me one with everything.”

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

Creative challenges have no borders

I was reading an article on one of my regular haunts, Spin Sucks, which discussed the challenges with creativity in the PR world and offered ways to increase the level of creativity specific to the their industry. There were 3 factors identified which could increase the opportunity for more creative output; curiosity, constraints and conflict.

As an Interior Designer I don’t know a whole lot about the PR world but I do know that inner beast called creativity and its ability to challenge our industry professionals.

Curiosity aside (c’mon, really?) dealing with conflict and constraints sounds familiar doesn’t it? We deal with conflict in our lives every day and constraints are natural to the business of Architecture and Interior Design.

I left a comment on the site and suggested a designer’s approach to creativity regularly creates conflict within constraints and in reality that’s where the fun really begins.

I was asked to put my money where my mouth is.

Projects are constraints.

Every project has constraints; area, cost, time, skills, etc.

As long as I can remember constrains drive the eventual solutions to any design problem. Constraints are always present regardless of how flexible they may seem so when I suggested designers find conflict within the constrains and the conflict is where the fun happens what I really mean to say is we test the constraints to ensure the results are not simply fit neatly into a box.

As designers, we try not to take anything at face value.

My lovely wife and I were discussing the word conflict and being forever positive she suggested that conflict is not a great word to describe what she sees as creative tension. We agreed creative tension is a better way to define conflict in the design process.

The words that get associated with conflict are collision, disagreement, contradictory, opposition, interference and incompatibility. All good words when you think about challenging the status quo or in this case instigating creative tension. I am not a big fan of groupthink, going with the flow or path of least resistance stuff.

Improved solutions to problems are normally the result of challenging ideas.

It’s worth the effort.

Let’s see if creative tension gets results.

On a recent project a client started the process by suggesting to us that applying a technology based solution was the best way they could keep up with the changing landscape of their business. They wanted the design to leverage their existing database of content through established social tools. The design needed to respond to the experiences their business partners, customers and staff would have as they engaged with the company. Their major constraints were lease expiry, the class of their existing building and the impact of technology (mobile and social) on their workforce, customers and clients.

With that in mind we set out to define what conflict (creative tension) exists based on the list of following constraints common in our work.

• time to implement
• cost to implement
• program of requirements (what is that the client wants/needs, what are their specific goals?)
• economic conditions (regional, national or global – it affects our thinking not only the client’s)
• space limitations (a box is a box)
• cultural norms (drives attitude, preferences, interests all which affect solutions)
• client knowledge or understanding of process (does the client understand how you get from A to B and how do they “plug in”. Approvals aside, they have to be allowed to “play”)
• available resources (what tools do you have and how can you use them? what tools are missing?)
• competitive advantage for or against (are you an incumbent or are you new, how much of this work have you done? do you understand their industry?)
• skill sets (who you have, who you can get, what they can do)
• precedent work (what your past experiences are and how they affect your solutions – sometimes precedent work inhibits new ideas)

When applying the list of constraints to the project the following conflict (creative tension) was discovered as opportunity to influence the resulting design.

Opposing viewpoints to design intent.

Challenging the client to see which program elements truly impact the direction for a project. Ask difficult questions. Why did they choose the program? How did they come up with the program? Once we have the design intent in place we prioritized the program requirements to demonstrate their impact to the design solution. We also played with removing program requirements to examine the client’s reaction.

What can result is the critical elements are solidified in their true order of priority.

Challenging defined processes

We have done design the same way forever. Before we start we try to push designers to examine the opportunities for developing ideas. What ways can we use the tools (skills, software, etc) to find the answers? Using video, for example, to show how the design evolved or ignoring the linear design process to exploring different ways to develop ideas.

Not accepting the status quo and/or challenging trends

Just because technology is the trend of the future does not mean it is meant to drive the design from both a process or implementation perspective. What are the impacts to driving technology as a solution? How will people be impacted by the change?

Limiting thinking simply to the immediate program does not necessarily yield the best results. Looking at alternate approaches and how the organization is affected by pushing the solutions beyond the program can open the doors to innovation. Thinking about the future impact to an organization as a whole and what impact the current program may have on the overall operations as it is implemented can drive the project in directions that may have not been considered. Testing new directions back against the fixed constraints can yield interesting results.

Challenging fixed behavior

Look for new ways to solve a problem.

What behaviors do other industry professionals bring to the design problem? Every project has a team and exposing other industry professionals to the project scope to challenge the known behaviours for programming space can yield interesting opportunities. We do this with design charettes and deliberately allow open and completely free thinking. The advantage we have is we have disciplines across a variety of sectors of our business (i.e. mechanical, electrical, structural, sustainability, urban planning) but you can do this with traditional companies too by asking sales, accounting, HR, facilities, etc staff to bring their expertise to the table to discuss the impact of proposed program against their experiences.

Challenging complexity vs simplicity

The design process is a complex beast. How can we find a way to eliminate process, challenge progress by stripping nonessential process from a design exercise? Or on the contrary what do we add to enhance the opportunity for innovative output? We are constantly looking for ways to simplify process to gain efficiency and at times efficiency can limit the ability to be highly creative but efficiency constraints (time, budget) can sometimes yield amazing results.

Asking designers to work within very tight constraints enhances creative thinking. Consideration to a client’s budget can drive innovative thinking. Even if a client has the time and money, why spend it if you don’t have to?

The jury is deliberating.

In this case, the client requested a variety of optional solutions. We decided to give them one which layered several ideas into a single approach. Each one is essentially peeled away through layers to offer slow integration. The benefits of this approach allowed us to spread the financial impact over time (another constraint) and as a result graduated impact to their existing space. This approach allows time for the design to be tested, for the final solution to evolve over time and time to build on the client relationship.

The resulting solution is the client is using a retail approach to engage customers, staff and clients in a corporate business environment.

Over to you:

So, what do you think? Can you apply these approaches to your industry or projects? It’s really just about challenging thinking!

So, put your money where your mouth is, Mr Professional.

Some of you may have noticed my recent absence from the usual social haunts.

Well, ok, I was hoping someone would notice.

This year has started out with a strong push toward finally achieving something in my career that I have been putting off for the longest time; my professional accreditation. It’s not because I am afraid of the work, hardly. I have not needed the professional accreditation I am pursuing in order to be successful. Up to now I have been very successful in my profession but in order to tackle my future growth and in order to give back to my community I have to finally become a registered Interior Designer.

There’s a back story here that would require some time to explain so I will spare you.

Unlike Architecture or Engineering, Interior Design is not recognized in Canada as a self-regulated profession but that is likely to change very soon. The profession is hopeful that it will be granted its legislation in Ontario to become self-regulated and it’s time I supported the cause.

The first step for me, the political step and the necessary step is professional accreditation.

To get the ball rolling, I attended a study session for my exams over the past weekend. I learned that my 25 years in the profession have not taught me enough to breeze through the course work. I honestly thought it was going to be easy; a veritable cake walk.

Not so.

I honestly thought I had this thing in the bag. Ha! Funny guy. Not so much.

The classes I attended this past weekend had approximately 30 participants of which I could have been a father to most. Clearly, there are a lot of smart young folks out there that see the value of professional accreditation and member ship in our professional association.

It’s so nice to be the old man in the room. Sheesh……

During a break on Sunday I had lunch with a few of the young folks writing the test exam with me and was humbled by a comment that was so innocent yet so damn obvious.

“After 25 years in the business, why do this now?”

Why indeed! The only thing I could muster was, “Because I have to. For my future.” The answer simply got me a funny look but it’s the truth.

Look out! There are still a few more miles in this old jalopy.

That brings us to today’s quote.

Harry S. Truman, the 33^rd US president, said the following which fits so well to the experiences of the last weekend I couldn’t pass it up.

If that doesn’t brighten your day then maybe this will.

I recently visited a new restaurant called Karma. There’s no menu, they just gave me what I deserved. For some reason they served me the humble pie.

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

Today we have all the time in the world.

It’s that winter holiday Monday in Canada, Family Day, and not to forget our American friends, President’s Day. Let’s hope you get to enjoy it! We are taking full advantage of the holiday by slowing our roll, taking our time, getting some well due rest and by having a little fun.

That got me thinking about time and the rush of time we deal with everyday. It seems that there is less and less time as the days pass and yet there is always more and more to get done.

It’s a commonality for most working professionals and there have been books written, speeches given and conferences booked to demonstrate how we can be more effective, more efficient and find time saving techniques all to offer us opportunity to get more done faster.

Speaking of getting more done faster the header image has to be one of my favourite spoof ads of all time (and so fitting).

So, there you have it. Drink more coffee.

Think about that the next time you are in a conversation.

Actually, no! Wait!

That’s terrible, terrible advice.

Don’t think about that or anything else the next time you are in a conversation. That’s probably the worst thing any one of us could do. Right? Even if you feel like you don’t have the time it’s probably not going to be helpful not to listen nor is it going to appear that you actually care if you don’t.

It’s a bit common sense that we all know but is not always so common.

Take a look at this list which I pinched from the ILA (International Listening Association), an organization that our quote of the week contributor was a big part of. You have to admit we have all done these irritating things at times and you have to wonder if our impatience with time drives us to do this stuff.

• Interrupting someone who’s talking.
• Not looking at someone who’s talking to you.
• Rushing someone and thereby making them feel that their wasting your time.
• Showing interest in something other than the conversation.
• Getting ahead someone and presumptuously finishing their thoughts.
• Saying, “Yes, but…” before someone has finished their thought.
• Forgetting what was discussed previously.

I don’t have to explain to you the impact these irritations have on any relationship; professional or personal. I am quite sure you get it.

That brings us to today’s quote.

Ralph Nichols was a leader, teacher and consultant in the field of listening. It strikes me kind of funny that a guy dedicated his career and life to listening. It almost seems Monty Python-esque in its description (can you imagine the skit?) however after perusing the ILA (International Listening Association) website I not only discovered some interesting tips and tricks to becoming a more effective listener but understand a little more about why Mr. Nichols dedicated his life to this pursuit.

So, listen up, people, Mr. Nichols has something to say!

If that doesn’t brighten your day then maybe this will.

What is it (remember, this is a family friendly site)?

• Arnold Schwarzenegger has a long one.
• Michael J. Fox has a short one.
• Madonna doesn’t have one.
• The Pope has one but doesn’t use it.
• Bill Clinton uses his all the time.
• Mickey Mouse has an unusual one.
• Liberace never used his on women.
• Jerry Seinfeld is very, very proud of his.
• Cher claims that she took on 3.
• We never saw Lucy use Desi’s.

What is it?

Have a great Monday and an awesome week.

If you want to read last week’s quote simply click here.

Cheers!

Now the secret’s out.

It’s Valentine’s Day AND it’s my birthday.

A running total of 48 years on this big ole green and blue sphere have taught me a thing or two the biggest of which is to listen and learn. Funny, it took a long time to figure that one out. Well, as they say, better late than never and hey, I still have a few years left in this clunker. I can’t forget to take good care of it, though.

Fanfare for the common man, ya know?

Enough about me.

Yesterday Janine and I experienced something that takes the cake as far as customer service goes.

We can’t help but share that story with you.

I am always on the lookout for building on customer service opportunities in my line of business for the simple fact of how positive experiences and stories make everyone feel. We all know good vibes, happiness, smiling and positive energy are regenerative and build on those naturally occurring mood enhancers and we can all use more of those in our daily lives.

No argument there, right? Just ask this guy!

Janine and I are busy Yuppies. Maybe not so much Yup-pies and more Maup-pies now (Middle Age Urban Professional) but who’s counting. We have a dog which many of our regular readers likely know and if you don’t you can check out her antics here. Her name is Lilly and she has her very own Dog Walker. Sure, she does. She’s not only a 5lb Yorkie but she’s a princess (can’t complain, I think we turned her into one).

Shannon Pike, our dog walker, is a young local Toronto entrepreneur. Her business is called Pup and the City and she offers a variety of services the mainstay is daily walks for the folks who own dogs in the Liberty Village area of downtown Toronto. Shannon is an enthusiastic, fun, energetic young lady and as a dog owner herself you can see how she has a genuine love for animals. When we started down the road with her as “parents” we were cautiously optimistic entering this new relationship but very quickly we realized Shannon was the real deal.

Yesterday we received an email from Shannon saying Lilly had hurt one of her hind paws. She was favouring it so Shannon took a look and noticed a cut and some bleeding. She immediately cleaned the cut, put some flour on it (weird, but ok) to stop the bleeding and brought her back home.

That’s more than anyone can really ask for a minor situation like that.

What really impressed us was that Shannon got Lilly home, cleaned her foot and dressed Lilly’s foot in a bandage for us and to top it all off she came back later in the afternoon to check on her to see how she was doing.

How sweet, huh?

We didn’t ask her to do any of that but the gesture, as simple as it was, showed us how much she cares for her customers and their pets.

Now, isn’t that an awesome story?

Doesn’t that just warm your heart and make you feel good?

That’s my gift to YOU!

Happy Valentine’s Day.

Best,