Slight Chc Flurries
High: 35º Low: 16º
High: 33º Low: 19º
High; 37º Low: 20º
AFRIKAANS = ja, ALBANIAN = po, ALSATIAN = ja, ARABIC = نعم (naam), ARMENIAN = ayo, AZERI = beli, BAMBARA = awo, BASQUE = bai, BELARUSIAN = Так (tak), BENGALI = ha, BOBO = hoon, BOSNIAN = da, BRETON = ya, BULGARIAN = da, BURMESE = hoke te / hman te, CATALAN = sí, CHINESE = shi, CORSICAN = iè / si, CROATIAN = da, CZECH = ano, DANISH = ja, DUTCH = ja, ESPERANTO = jes, ESTONIAN = jah, FAROESE = ja, FINNISH = kyllä, FRENCH = oui, FRISIAN = ja, FRIULAN = se, GALICIAN = si, GERMAN = ja, GREEK = ne, HAITIAN CREOLE = wi, HEBREW = ken, HINDI = हाँ (haan), HUNGARIAN = igen, ICELANDIC = já, INDONESIAN = ya, ITALIAN = sì, JAPANESE = hai / éé, KABYLIAN = eh, KHMER = cha (female) / baht (male), KOREAN = ney (old form) / yea (current form), KURDISH = ere / bele, LAO = doy, LATIN = sic, LATVIAN = jā, LEBANESE = naham, LINGALA = èh, LITHUANIAN = taip, LOW SAXON = ja, LUXEMBOURGEOIS = jo, MACEDONIAN = da, MALAGASY = eny, MALTESE = iva, MAORI = ae, MONGOLIAN = za / tiim, NORWEGIAN = ja, OCCITAN = òc, PERSIAN = bale (polite) / âre (slang), POLISH = tak, PORTUGUESE = sim, ROMANI = aj, ROMANIAN = da, RUSSIAN = Да (da), SARDINIAN = eja / giai / si, SANSKRIT = आम्। (ām), SERBIAN = da, SHIMAORE = éwa, SHONA = ehe, SINDHI = ha, SINHALA = ovu, SLOVAK = ano, SLOVENIAN = da, SOBOTA = da, SPANISH = sí, SWAHILI = ndiyo, SWEDISH = ja, TAGALOG = opo / oo, TAHITIAN = e, TAMIL = ஆம்மா (aam), TATAR = aye, TELUGU = avunu, THAI = ใช่ (chaï) / ค่ะ (kha) - woman speaking / ครับ (khrap) - man speaking, TURKISH = evet, UDMURT = ben / o-o / y-y, UKRAINIAN = Так, URDU = han-ji, WALOON = ("betchfessîs" spelling) oyi, WELSH = ydw, WEST INDIAN CREOLE = wè, YIDDISH = yoh, ZULU = yebo.
What is this? It is 95 different ways to say the word YES.
We have all heard of the term Yes-Man. Usually this word is used in a negative connotation, but I think being a Yes-Man is more desirable than being a No-Man. Seriously, who and the heck wants to be known as a No-Man. When I was a kid, I knew my Dad always said No and my Mom always said Yes. I am betting that right now you work with people who you can be almost 100% certain that if you go to them with a question or a problem you know before you ever open your mouth who will give you answers that are in line with the word Yes, and who will give you a negative response more in line with the word No. Look at yourself, do you find your default answer being No or Yes? If it is No, why is your default response No?
I don’t know about you, but I prefer to surround myself and interact with people who are positive and more committed to positive solutions rather than people who begin from a position of “can’t” and must be handheld down the path to the word Can. I will sum it up by saying people who are grounded in saying No and being negative will kill your dreams, diminish your productivity, zap the morale of you and your coworkers and the only purpose they can possibly serve in any organization is being a roadblock to progress and change. As long as your organization is tolerant of people who are default-negative, your organization will not be as good as it could be. So how critical is it that an organization seek out the naysayers and help them find a more suitable place to sew their negativity? It better be job #1.
As a leader of an organization, if you identify a person who is a roadblock to progress, and you don’t either fix them or fire them, you are doing a disservice to yourself, your customers, to these people’s coworkers and ultimately to the organization. Long story short, if you have people in your organization that when presented with a challenge they instantly respond with, “It can’t be done” or approach a problem from a defeated position, these people need to be put on notice that negative responses are now unacceptable and if they do not change they will be excused from their employment with the company.
In the TV business we serve two masters; viewers and clients. I am going to make it my personal mission to stamp out the word “No” when it comes to working with these two groups. How important is this initiative to me? I never want a Neuhoff employee to say “No” to a client or a viewer unless they are 100% prepared and ready to backup their “No” with plenty of evidence as to why it is impossible to say Yes. At times, it will mean thinking hard to come up with an alternative solution, but as a consumer this is much better to hear an alternate solution rather that just hearing someone say no.
So how committed should we be at coming up with solutions to our customers problems? I say total commitment followed by massive amounts of action combined with a healthy dose of urgency. When I am facing really tough, almost impossible situations, I motivate myself to find an answer by playing a game I will call “If Your Life Depended On It.” The game is simple. Take a problem and then pretend that if you don’t develop a workable solution you are going to die. In order for the game to work, you have to really put yourself into a state where you are able to create a little bit of perceived fear in your mind. I promise if you play this game the next time you are looking for an answer to a problem, you will find an abundance of possible solutions. I know it sounds crazy and a bit over the top, but if we are to be successful with all of the competitive externalities we face today we must be willing to dig deep. I can’t remember who said it, but I heard that success is really just about doing things that others can’t or are unwilling to do. I think this parable is correct.
Now I want to take the conversation in a different direction. What about saying No to your coworkers? Well in my opinion saying No to your coworker is the same as saying No to your customers. Since members of a team or organization all share the same goals, when you tell a coworker No you are in reality saying No to your customer. As an example, here is how this idea relates to my business? When a person in our newsroom acquires some breaking news and someone up or down the line says getting it on-air or online is impossible because the reality is that it is just inconvenient, this is the same thing as saying No to our viewers. When we have a last minute advertising schedule come in and writing the spots on the log is going to be a bit of a hassle, telling the Account Executive, “Sorry but these can’t make it on the log” is the same as telling our client No. With this in mind, every one of us should be as equally prepared to be held accountable for saying No to a coworker as we are to saying no to a customer.
One goal for every organization should be to become a No-Free-Zone. Any and all barriers between your organization and your customers should be identified and torn down as quickly as possible. You should see problems as opportunities. Whenever you see a chance to prove your commitment to your customers you should attack the moment and see it as a chance to take action that others are unwilling to take.
Thanks and I will leave you with this; One Team - One Score. Just like on the field of play, we all lose together or we all win together. I hope this blog sparks some thought and helps us all create more positive work environments with higher levels of customer satisfaction. If our organization ever fails to meet your expectations I hope you would do me the favor of calling me personally and letting me know so that I can prove our commitment to the words above.
PS – On Sunday I met a guy that I bet No is not part of his vocabulary. His name is Zack and he works in the restaurant at Blue Lakes Country Club. My daughter and I was playing golf and she wanted to stop after nine to get something to eat. She ordered a Club Sandwich and only ate half. Ellie wanted to save the leftovers so she asked for a box. Since we were playing 18-holes Zack asked us if we would like for him to put it in the refrigerator. We yes and told Zack we would get it after the round. Zack is smart and knew that more than likely we would forget all about the leftover sandwich. As expected we forgot, but Zack didn’t. As Ellie was walking to the car, Zack caught Ellie and gave her the box he had kept in the refrigerator. In reality, Zack had no obligation to remind us, and if we would have forgotten about the box it would not have been a big deal. Would most people go to the length that Zack did to give great customer service? I doubt it. However, Zack is obviously wired differently than most and he understands the idea I talked about earlier when I said that success is really about doing things others are unwilling to do. Zack identified the opportunity and seized the moment. Zack gave memorable customer service. Zack is a winner. I want to be like Zack and I bet you do too.