Don’t Make it Hard for Me to Give You My Money

I am often amazed at how companies and people make it hard to donate or buy goods and services. Take this example, from my experience this week:

A monumental endeavor was underway in Pittsburgh to offer donors matching funds one one day, for a 30 minute window. I’m in! I love stuff like this. Great marketing. Great buzz. Get people excited. And, a good way to promote giving- particularly as we embark on the holidays and charities are feeling a squeeze. Great set up.

Ok. So, I do all of my homework ahead of time. I picked my charity. I created my sign on. I put in on my calendar.

I sat at my work station 10 minutes before the big event waiting…. I signed on and at 2 minutes past the hour I made my sizable donation. My donation, by the way, will serve as my holiday giving it its entirely. I decided to donate all of my usual holiday spending rather than buy gifts few will even remember next year.

Here’s where the trouble comes in. I signed on minutes before the big event to be ahead of the game. I made my donation on the minute that the match was to begin. But, I never got a confirmation that my donation was matched. I did get a confirmation and receipt of my donation but no sign that it was in fact matched, which was the whole reason for giving via this particular site on this day and time. Otherwise, I would have walked it to my charity of choice and avoided the 5% processing fee.

I emailed the host site/organization (not my charity) asking how donors would know that their contributions were matched.

I got a response apologizing for my frustration (I wasn’t frustrated, just curious, at this point) for not being able to sign in (not my question).

I emailed them again, highlighting that their response didn’t match my question. I successfully signed in and donated. I was just wondering how we’d know for sure our money was matched.

I got a response telling me that they couldn’t access my private credit card information and I’d have to speak to another agency about that. (again, not my question)

Bottom Line: I’ll never donate using that methods, site, and organization again. Simple.

The Red Flags: They didn’t have a good system in place to finish the game (people want to know they WON a match by signing on early and donating in minutes). Further, they didn’t read the emails sent to them by donors well enough to offer an accurate or thoughtful response. And, they tried to pass me on to another agency entirely. Bad. Bad. Bad.

What I’ll do next time: Hand deliver my check to my charity of choice and look for other more reliable matching methods.

Companies Beware: You need to make it easy for people to give you their money. If you hype something up and make it a game, follow through with the hype and let them know they are a winner! Who wants to run a race and not know where they placed?!

And, take the extra time to READ the emails your customers send you and then respond. If not, you’ll lose your customers, as is the case here.

A Very Special Veteran's Day Program- Join us in Pittsburgh November 3, 2009

This is a photo of my grandmother, Kathryn, and my grandfather, Robert. He was a POW in WWII, held for 26 months. I had the opportunity to get to know my grandmother through the age of 5 and my grandfather through 12. I'll cherish those memories.

I have been invited, thus I am inviting you, to share in a wonderful Veterans Day Program celebration on November 3rd at a local Masonic Lodge. I hope you will consider joining me in thanking our veterans, their families and their supporters for a job well done.

On Tuesday, November 3, 2009 John A. Brashear Lodge No. 743 will conduct a new kind of Veterans Day celebration. Typically we commemorate the day in many of the traditional ways we see in our communities. This year’s program is titled Three Veterans, Three Stories: Three Lives of Service. Our speakers will share their stories of veterans who touched their lives and how they’ve turned to serving thousands through their life’s work. Speakers include Lisa Spahr, author of World War II Radio Heroes; Sgt. Lee Wagner, USMC; and Summer Tissue, Founder of Military Connections.

We will welcome ladies and non masons to this event, in conjunction with the theme of the program. The program will run from 6:30 PM to approximately 9 PM.

Evening Proceeds and Donations will be made to Military Connections, a non-profit organization that ships equipment, care packages, and supplies to troops stationed overseas. The holiday season is fast approaching and many of our Soldiers and Marines do not receive care packages from anyone, but Military Connections, who ships over 900 care packages a month. Over 700 of the troops on the Military Connection mailing list have no family or friends to send them a box. We want to ensure that they are not forgotten. This year, Military Connections is attempting to ship over 10,000 filled Christmas stockings to the troops. Each stocking costs $30 to fill and ship. Any support we receive for this project will boost morale at an especially difficult time.

Masons through history have supported their countries through military service, and they have been privileged to support the contributions of our veterans through the years. This year we are pleased to broaden our focus to the family and the community at large, and recognize their sacrifice. We grow as citizens through our families, and draw strength from the support of our communities. This will be the focus of our celebration for Veteran’s Day.

"Why are there Socks in Your Purse?"

Throughout the year I take stock in all that I have. Doing so allows me to limit the “I want…” language and increase the “I have …” Usually at the top of my list is some reference to my mental faculties. I’m sure that being a psychologist has given me the special gift of appreciation for mental stability that most people take for granted. Waking each day and being able to make choices about my life, with some sense of clarity I hope, gives me joy. Its part of why I coach others. Some lose sight of their choices or they feel overwhelmed by them. I help remedy those situations.

Along those lines is the wonderful ability to learn. So many of us stop learning or at least actively doing it or practicing it. We get into routines that direct our lives without much thought or creativity. Think about it…. What is the last thing you learned? What have you changed about your habits or routine?

The socks… I’m getting there.

So, the other week I was preparing for a doctors visit, the OB-GYN to be specific. (I can hear the groans now. Don’t stop reading. The story is clean I assure you.) I am always cold at the doctor’s office- no matter which office, no matter which city I’ve lived. I’m always cold. Yet, it was warm outside, warranting light clothing, sandals, no hose or socks. It was as though the “aha” light bulb went off. I could take socks with me! It was like a best girlfriend was yelling it from the heavens. What a novel idea! Take what you’ll need to comfort yourself later. Brilliant.

I’ve been going to the doctor and shivering, much of my life. Why now, at 36, did it dawn on me to take socks? Who cares! It did. The fact is that I identified a problem and then figured it out! Who cares that I was a little late in doing so. You know what they say…. Better late than…

I suggest you try to find solutions to the pains that exist in your life and your activities. Think beyond the routine. The solutions may be simple, as mine was, or it could be wildly creative and complex. Use your brain. Be thankful for it and its abilities. It’s a beautiful thing.

Keys to Motivation

Last week I had the distinct pleasure to speak to the Volunteer Administrators of Southwestern Pennsylvania (VASP) at their annual Super-Conference. There are those conferences that stand out in my years of doing this and VASP will definitely be one of them. The audience was filled with volunteers and paid professionals who help run social service and emergency assistance agencies nationwide. These are the people that get the job done- and many of them do it with non-paid volunteers who work around the clock. All of us owe them a hearty thank you for the work they do.

I spoke with them about motivation. The highlights from the talk are:

• Be what you want others to be (and do what you want others to do)
  One woman mentioned cleaning the toilets at a local park where she organized a huge walk-a-thon. She knew that if volunteers didn’t have a clean area to rest they would be unlikely to come back. There was no job too little for her to do to ensure the mission was carried out. You must lead by example.
  
• Identify your passions and purpose. What fuels you? What keeps you working hard for the mission? Make sure you begin each day with purpose. Do like Ben Franklin did, ask yourself what good you can do today. Then, ask yourself what you’ve accomplished at the end of the day.
  
• Get to know your people. We all aren’t motivated by the same things. If you are in charge of others or work with them, it’s important to know what fuels them. Ask them. Take an interest in their lives. How you motivate them will reveal itself in that relationship.
  
• Get ready for any opportunity. I always visualize this as the track stars get in their position waiting the signal that they can begin their sprint or race. Are you in that position? Are you ready for the opportunities that await you? Is your team?
  

If you are jazzed about something so much it shows on your face, its what you talk about, it’s the thing that everyone knows about you…. It will be contagious. People will jump on the wagon with you. They’ll want to be with you on the mission. Create that environment. It all starts with you…. One person.

Thanks VASP for the opportunity to talk about motivation. I really loved spending the day with you. - Lisa

Are Your Employees Ready to be Busy?

My husband and I go to the same bagel shop every weekend. Sometimes, both weekend mornings. And, sometimes we even go for coffee on a weekday. We really enjoy the place. We grab our usual seats by the window and settle in for an hour or longer.

The food and service are usually pretty consistent. Random times we have to wonder if our bagels were really toasted or if we gave them the wrong order- resulting in a little different outcome than we expected. (smile) But, we grin and roll with it. We are very agreeable customers- at least I think so.

This morning, however, was “one to take the cake or bagel” so to speak. It was wildly busy (which does happen during every shift). We stood in line for about 15 minutes. No big deal. We were up for it. I said my usual, “hello” to the new-ish clerk behind the counter when she looked up at us in exhaustion. I got a tepid “hi” back. She took our order and I sensed trouble. She didn’t seem as familiar with the system as the seasoned clerks we know so well.

15-20 minutes later my bagel came out. By itself. It did not accompany my potatoes nor was my husband’s meal in sight. 10 minutes later, my husband inquired as my bagel sat quietly cooling to room temp, loosing the lovely gooiness that the peanut butter possesses on a warm one. “It’s coming,” the newbie said before he opened his mouth. He sat back down. 10 minutes later he inquired again. “It’s coming.” Finally we saw it across the room. My potatoes still missing in action. Later they emerged- cool to the touch. While my husband was up at the counter asking them to toast his 40+ minute late meal, I was quickly behind him with my potatoes. Now I was perturbed. It took 5 minutes for anyone to pay any attention but when they did I asked for a fresh batch of potatoes- and ones without a foreign object (a mushroom or piece of meat) in them. I think she rolled her eyes.

I could go on with the story but I’ll spare you as I had hoped to be spared myself.

The gist is that even loyal customers are not going to forgive bad service. TRAIN YOUR STAFF to recognize busy atmospheres from a customer’s perspective. They pay the same price and expect the same consistency in service and food quality. They pay more in fact, because they are willing to wait in lines and wait a little longer for HOT food.

We understand the stress level is higher during busy times. We know you are working hard. But, we are still your customers. We do have the right to expect a few things from you- even when you are busy.

I really wanted to say, “I am really sorry that you are so busy.” But, I don’t know that any of them would have gotten the real meaning of my statement.

We’ll find another favorite. Thanks. I take my money too seriously to tolerate bad service and bad food.

Workplace and Off Hours Ethics- They do matter!

This week I’ve been quoted in the Examiner, twice, on workplace ethics issues. First, was the article discussing the support Roman Polanski has received for his hide and seek role in a rape case from the 1970’s. The conversation then generalized to non-famous employees and others who behave badly off hours.

See these links for both articles:
http://www.examiner.com/x-13521-SF-Workplace-Communication-Examiner~y2009m10d4-Roman-Polanski-supporters-Who-cares-about-rape-Hes-great-at-his-job
http://www.examiner.com/x-13521-SF-Workplace-Communication-Examiner~y2009m10d5-Should-your-private-life-affect-your-career

Here’s an excerpt from an email I sent the writer, Kenya McCullum.

… Professionals should have personal lives but they need to be accountable to their constituents, customers, bosses, companies, etc... and conduct their personal lives accordingly. Look at all of the political scandals that result from affairs. Look at today's news piece on Letterman admitting affairs that someone tried to extort him for. Look at teachers who behave like teenagers- with teenagers. Yes, we should hold certain professions and professionals to a high standard. How would you want a police officer to act off duty?

Integrity and professional conduct are becoming the only hallmarks a good resume needs to feature. Skills are taking a backseat. Want ads should ask" honest wo/men wanted".

Crime is an altogether another animal to open some great discussion. When is it ok to fire an employee who commits a crime (and what level of criminal behavior would be acceptable)? These are great questions. More companies are getting into ethical and legal considerations than ever before- and I think they should be.

Enjoy your life- but be careful to choose a profession that allows you to enjoy it to the extent and in the ways you want. Don't jeopardize your fellow employees and company's reputation. They deserve more than that.

Join me at VASP in Pittsburgh Friday October 9th

I am pleased and honored to be a featured speaker at this year's Volunteer Administrators of Southwestern Pennsylvania's conference. I will be speaking on motivation- how to do it for yourself and your employees (whether they are paid or not).

I usually talk about time management, stress reduction and goal achievement, so this will be a welcome change of pace. I'll talk about motivation through storytelling- sharing some well known leaders of motivation as well as those stories closer and more intimate to me. I'm expecting some great energy- from the talk as well as the conference as a whole.

Think about what motivates you. When is the last time you felt wildly compelled to DO SOMETHING? What were the driving forces?

Also consider, how would you motivate others to help you achieve your current mission/s?