Join Mark for an open seminar of "Freedom From Fear" on Saturday March 25th.

Seven Benefits of this Seminars:

1.YOU will Learn to Achieve More in Less Time!

2.DISCOVER how to Find and Follow Your Bliss

3.FIND Peace of  Mind in YOUR Life

4.AMAZING Strategies to Bounce Back from Adversity!

5.HEAL the Strained Relations in YOUR Life!

6.YOU will Inspire Others to Achieve More!

7.Sell More of YOUR Product or Service NOW!

Class size is limited, SIGN UP NOW!

What people are saying about Freedom From Fear:

“It will change your life”
    Wade Brewer-WB-TV-22

“Go to this seminar.  He is a great storyteller.”
    Randy Dec, Lakeside Industries Division Manager

“I am amazed at how rich and meaningful the seminar is.  Just wonderful.”
    Scott Forslund, Director of Public Relations, Premera Blue Cross

“Your book, Freedom From Fear, reminded me of many powerful truths that I had lost sight of.  I was inspired to return to practicing the ideas that the central character, Len, shared with others in the story.  I couldn’t put it down!”
    Andrew Bennett, Bennett Performance Group

"Freedom From Fear, useful tools that flat out work! Practice Len’s Lessons and you will be at peace with your personal, professional and spiritual life.”
    Alex Carney, Publisher, Contracting Business Magazine 

"This story carries a great message for the young and old alike.”
    Armond Pearson, Founder/CEO Sleep Air Mattress Co.

It will be held at DiscoverU in Seattle (Northgate)
 

 Road Improvements  

 
“Now That's Customer Service!”
By Mark Matteson

Alan Weiss tells the story of an experience he had a Ritz Carlton Hotel.
He arrived an hour before his presentation to the Automotive Dealers Association only to find the room was arranged wrong. He called the Banquet Captain and a crack team of professionals showed up and in 20 minutes transformed the room. They changed the lighting, rearranged the table and chairs, brought in extra tables…all in record time. The Automotive people are going to love this room now....thank you!” Alan said with gratitude. “Automotive people?” the Banquet Captain replied, “this room is for the Steel Manufacturers Association!” Alan’s heart sank. Without missing a beat he replied, “Oh. Well, do they need a speaker because the room is perfect for me!”

This week I had the supreme joy of conducting a Team Building Seminar, for a Fortune 500 Company. The location, Amelia Island, FL, Ritz Carlton.

It was a wow! Everything about the stay was first class. My room wasn’t ready when I arrived but they found one anyway. When my bags were brought up, both of my shoes were shined, complimentary of course. The food was five star. Every employee greeted me as if I was a visiting dignitary from a foreign country. I have never felt more welcome. I needed copies made at the last minute, no questions asked, delivered to the room. I needed an extra table, 3-minutes later, there it was. The artwork, the statues, the plants, the gift shop, the pool, restaurant, lobby, all first class. Mostly it was the attitude of the people there. Positive, kind, polite, I have never felt more spoiled. Then I flew back to Seattle and did a seminar at that crummy, run down, gone to hell in a week Sheraton. Not really.

What had changed? My expectations. You see, The Ritz Carlton had raised the Service/Quality Bar. Now, everyone else does not measure up. My wife tells me I have to lower my expectations when I come home. She also says I don’t listen to her…or something like that. (She has accused me of being nosy as well, at least, that’s what she keeps writing in her journal!)

Karen Brune Mathis identified the causes of their success in an article in the Florida Times Union newspaper. She writes:
“We've probably all heard "the golden rule" -- do unto others as you would have them do unto you (or to your parents, children, spouse or best friends). In fact, the Ritz-Carlton Leadership Center charges up to $1,700 a person for a heavy dose of customer service instruction. For many people, though, it seems to be an elusive concept.

Being nice is the best customer service and co-worker treatment there is. It doesn't cost much, and it can pay off big time. People like to work and do business with people they like.
Don't think it makes you lose your competitive edge, either. The luxury hotel industry, as well as the service-heavy high-end retailers, are extremely competitive, and they emphasize the importance of employees being nice to customers and one another.

At the Ritz-Carlton, employees are trained to show their manners at all times to guests and to each other, and to be helpful, well-groomed, courteous, respectful, observant and discreet. The training convinced me that any company and employee can at least make an attempt. And while I can't speak for every Ritz-Carlton employee, those I met made the grade. On average, 10 to 15 employees are "selected" from among 250 applicants each month. With 600 to 700 employees, the hotel is one of Nassau County's largest employers, drawing from Northeast Florida and Southeast Georgia.

Prospective hourly employees are interviewed several times and asked dozens of questions designed to reveal their natural talents and abilities, including what should be no-brainers, such as "how often do you wash your hands every day" and "do you throw trash out of car windows."

The process and its unexpected questions, along with subsequent training, yield results. Human resources director Greg Bardes said voluntary turnover at the hotel is 26 percent, significantly below the 50 percent turnover rate for the industry, according to the American Hotel and Lodging Association.

That can be costly. Human Resource Executive Magazine estimates that it costs up to $10,000 to recruit, hire and train a new hotel or resort employee.

It also helps that the Ritz-Carlton offers a benefits and retirement package and other perks that include an onsite employee restaurant where workers eat for free, uniform maintenance, educational assistance and discount room rates at other Ritz-Carlton’s and Marriott’s, as well as discounts at Ritz-Carlton restaurants and shops. Barde’s calls the pay "extremely" competitive. All of that returns the favor.”

I decided I am going back to this beautiful hotel with my family. I better not tell the Steel people....they already have a speaker.

 

 So that's where that came from!

"She waited with baited breath" should be easy to trace if that was the correct spelling. You could come up with something like "some animals do this to lure prey to within their grasp".   The origin is actually from Shakespeare and it's spelled this way: "with bated breath" and it means to almost stop breathing through terror, awe, extreme anticipation or anxiety. It sounds the same but it comes from the word abated which means reduced or lessened. Maybe the same but different?

 One for the road

This months best read is Andy Andrews, "The Travelers Gift: Seven Decisions that Determine Personal Success". How would you like to travel back in time and visit Abraham Lincoln, Anne Frank, King Solomon, Harry Truman and Christopher Columbus? David Ponder is down on his luck (to say the least) and visits these five historical figures. The message goes way beyond the story and right to the heart of life.

You'll find it here: click here

 

  Watch "The Road" Buddy!

Matteson Avenue has a new site search tool on the Site Map page to help you better find resources.

Launch new goals this year

Listen to the Girl Scout Cookie Story this month.

Laugh more this year.

Learn more this year by reading a book a month on the Reading List

Leave a legacy this year - Freedom From Fear Forever has a great message!

 

 The Boulevard

PLANNING ON KEEPING YOUR NEW YEAR'S RESOLUTIONS? According to Purdue University, and most experts, it’s not only important to have written goals, but you must have a plan to reach your goals.

Goals 2006 is the complete program to help you "create a life on purpose." Will 2006 be just another ho-hum year that started with good intentions? Or will it be YOUR Year! Your year to lose that weight you're tired of carrying...start that business you've been talking about...get out of debt for good. Are you tired of being stuck in the same gear?

Go see why one program graduate, Lucy O. said, "Breaking through, or at least finally recognizing, what my barrier is with writing goals, is a MAJOR accomplishment - one I've been trying to find for over 15 years! And I finally got it - I GOT IT!" Click Here

 The Wire's Conduit

This months Wire tip is a bunch of shortcuts that I use to save time and mouse clicks.

Many newer keyboards have a windows key. When you press it by itself, it opens the "Start" menu. BUT used in combination with other keys it can open programs in a snap.

The windows key + "E" open windows Explorer
The windows key + "F" open the search window
The windows key + "D" minimizes all open programs to show the "D"esktop (and toggles back)
The windows key + "F" open the search window
ALT + F4 (function key) closes the active program

You can also create your own short cuts by right clicking on the program icon and select properties. Click in the shortcut key field and click your key combo. Presto-chango, your very own shortcut.

I rate this a 8 on the value scale (1-10 - 10 being best)
I rate this a 1 on the complexity scale ( 1-10 - 10 being hardest)
(If you get someone else to do it for you)

Questions? email Kevin at kevin@mattesonavenue.com Have a web site? Need a web site? Need an update? Need an E-zine? Ask about our package plans. Ask about my fr*ee analysis for your site.

 

 End Construction  

Thank You again for your valuable time. We appreciate you!

If you enjoyed receiving E-Zine Street, consider forwarding it to a friend by clicking "Forward Email" below.