Want a CD or Transcript of this interview? Click Here!

Do you have a difficult customer who demands more than you’re willing to give, requires more skill to manage, and who pushes all your buttons?  (Me too.)

Do you sometimes wish they would go away (but, then you’re telling revenue to go away), or would you rather find a way to turn them into a wonderful, loyal customer who refers you to all their friends (this is the way to go, baby!).

This week’s guest, Marilyn Suttle, is the author of “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan”.  She will share how you can not only effectively manage your difficult customers, but will describe the things you can do to convert them.

Marilyn learned that the basic skills that great parents use with their kids can work with customers, too.  She then started a jamming career helping organizations to improve their customer service.  

So, who is Gladys?  If you’re perspective is right, Gladys is your friend.  She’s good news.  And she’s a complainer who is in your face.  Why is that good?  Because what she’s bothering to tell you about is probably on other customers’ minds, too – they just don’t care enough to speak up (and they may go away without you knowing about it).

Welcoming your customers as guests into your world helps to provide great customer service, too.  When the phone rings with a complaint, it’s not a problem – it’s a person to connect with.

Marilyn shares proactive examples of great customer service design, too.  I like the story of how Singapore Airlines designed a space on their planes with the input of some core customers.  These are 20-hr flights, so customer comfort is important!

Toward the end of our interview, Marilyn does share that there may be some instances that the right move might be to let a customer go.  Make sure you know the difference!  If they compromise your values or act unethically, then give them the boot (or refer them to your competitor!).

Want a CD or Transcript of this interview? Click Here!

Although it may seem that you will have to stay in your current career path forever, you’ll notice that this is not only possible to align your work and your passion but people are doing this actively right now.

This week’s guest, Tomas Michaud, has made some deliberate decisions about how to align his work with his passion for music. Hear how Tomas built around his passion as a guitarist to create a music school and develop a special teaching system.

You’ll hear him describe his passion for creativity, from being a child “mad scientist” to musician, to video editor.

His opportunity to buy the music school he at which he was employed solidified his career in music, and his creativity helped him develop the guitar instruction method he teaches. In fact, you can look for his method on video so you don’t have to travel to California to learn from him!

Listen carefully as Tomas describes that he meditates twice every day – this may be an important success secret for you to pick up on!

And, be sure to hear Tomas’ latest CD, Beauty and Fire!

Be inspired by Tomas and find ways to allow yourself to “work” at your passions, too.

Be sure to leave a comment below to let us know what your thoughts are!

Want a CD or Transcript of this interview? Click Here!

Thankfully, there is another way.  In this week’s interview, we’ll hear our guest, Shayla Roberts, talk about how to “Play” in your “Optimal Operating State” and discover how easy it can be to get the results you want.

Shayla Roberts is professional innovator, creating programs, products, and services to facilitate human development.  She has written a number of books, including “Bold Moves: JUMP to Outstanding Self-Managed Action” with co-author (and former i-saga guest) Allan Milham.

(She is also a musician and recording artist – a rather successful one at that.  I have some of her music and absolutely LOVE the relaxing atmosphere it creates.  You can find out more at www.ShamanHeart.com )

Our discussion follows the format in Bold Moves, and the “P” in JUMP is rather important, as it describes where we all want to ultimately end up.

What if you were to ask yourself, “In this moment, what would I like to do next?”  What answers show up for you?  Shayla can lead you though the potential answers to this and many other questions that might come up for you.  Does the answer reflect your Optimal Operating State?

It does if you find that your are truly happy, that your life is effortless, and you’re in a place of mastery.  This is where real creativity comes from – a genuine capacity to solve problems.

Remember, you have the ability to decide how you want to live your life.  Shayla guides you in this interview toward a life of abundance and possibility.

Click Here for more information about Bold Moves.

Be sure to leave a comment below to let us know what your thoughts are!

We’re letting you have access to hear them again.

As you can see, we have Recession Busters, Stress Managers, and Mountain Climbers. Our guests have traveled all corners of the world to learn important lessons that have shaped their lives since. We have guests who have run marathons, 100-mi runs, and even 400 miles!

And that’s just since the start of August!

The full descriptions are from earlier posts so you can read them to see the details of each guest’s interview. Here they are again for you to enjoy! (Gold and Platinum members can access all interviews on their original air dates.)

Blaze your own path! When you live your dream, you can be assured that things will eventually come together for you. Even when the next steps are not perfectly clear, “Just Lean Into It”.

Jana Stanfield is one of those special people who has figured out this success principle and is a living example of someone who has created her own destiny. Hear her story and how she became a successful recording artist with her unique “Heavy Mental” music, combining keynote speeches and concerts to get her empowering messages to audiences all over the world.

If you don’t see the player below you may need to update your browser’s plugins.

To download the mp3 right click and either “Save Target As” or “Save Link As” and save it to your computer.

If you don’t see the player below you may need to update your browser’s plugins.

To download the mp3 right click and either “Save Target As” or “Save Link As” and save it to your computer.

Here are a couple quick questions:

• What are your annual goals for this year?
• Are they balanced so that you are getting more financial freedom, fun, and fulfillment in your life?
• Are you half-way there?
• Do you have things in the works to ensure you will hit them all by the end of this year?
• Do you know where to go to get help if you’re falling behind?

Consider these questions as you’re enjoying the family BBQ this weekend. I hope your responses are insightful and lead you to a renewed sense of excitement for the 2nd half of the year.

As you think of the actions you will take and help you might seek, remember to include listening to the guest interviews at the Institute of Success and Goal Achievement – we’re here to help accelerate your results and get you more financial freedom, fun, and fulfillment.

Our Guest on the Institute of Success and Goal Achievement, Paul Thornton, teaches managers and leaders when and how to use the three basic management styles—directing, discussing, and delegating. We’ll discuss how leaders can communicate, coach, provide feedback, make decisions, and monitor performance when using each style. Using the appropriate style of management helps motivate employees and ensures accountability for meeting individual, departmental and organizational goals.

Our discussion will give you an overview:
• How to determine when each style is appropriate
• Practice using each style

• Discuss the skills needed to be proficient in using each style
• Recognize some of the pitfalls in using each style
• Identify your preferred leadership style

We look forward to having you join us for this interview!

If you don’t see the player below you may need to update your browser’s plugins.

To download the mp3 right click and either “Save Target As” or “Save Link As” and save it to your computer.

Join the Institute of Success and Goal Achievement as we interview Ellen about achieving the health level you desire, and how to reprogram your thinking and habits to deliver that perfect health.

If you don’t see the player below you may need to update your browser’s plugins.

To download the mp3 right click and either “Save Target As” or “Save Link As” and save it to your computer.

Do you ever write down your ideas and thoughts? If so, then you know how easy journaling is. But, do you know how to maximize the power of journaling? Kim Ades has developed a unique method of coaching that has journaling at its core, as a way to identify patterns and beliefs.

Join the Institute of Success and Goal Achievement as we interview Kim Ades about achieving your goals faster when you incorporate a regular routine that includes journaling.

If you don’t see the player below you may need to update your browser’s plugins.

To download the mp3 right click and either “Save Target As” or “Save Link As” and save it to your computer.