Deri's Blogs

Have a Magical Day, Folks!

That?s what the lovely young gentleman said to my family and I as we exited the boat that brought us from EPCOT back to our hotel at the Dolphin Resort. It brought an instant smile to my face! It reminded me of the many moments of magic that we had experienced that day together?were there line-ups? crowds? moments of exhaustion from the heat? Yes! And, there were many magical moments!!

It got me thinking also about customer service. Walt Disney World knows service! Perhaps some of you have had less than stellar experiences there; mine have been mostly positive ? and many have been exceptional!

What is the secret to great customer service? I think it comes down to a few very simple things.

The first is ? to smile. I wrote a post about the contagion theory related to smiling in late 2008. When you smile, it not only affects others in a positive (contagious) way, it also affects you!! It?s something we all ?know?; even though we might not always remember to ?do? it. Want to feel better? Smile!! I was reminded recently of the power of a smile in a blog post by Christopher Peterson in Psychology Today. Dr. Peterson is among the most widely cited psychologists in the world, and he knows of which he speaks. Duchenne (genuine) smiles impact longevity! If we are talking about customer service, and the importance of customer satisfaction, and customer retention; I think increasing longevity is a very good thing!

My kids with their Duchenne Smiles
My kids with their Duchenne Smiles


The second simple thing for great customer service is ? greet people when you see them. Look them in the eye, smile, and show them in your greeting that you are glad they decided to patronize your business rather than someone else?s. The theme parks of Disney do this very well. Not only do they have several people greeting their visitors daily, they also greet you (and wish you a great ? or magical ? day) when you leave!! Some might argue that they don?t have to do this at all, as they have pretty well cornered the market on the whole Disney thing!! Yet, they do it?and it keeps us coming back!

The third simple principle is to listen to your customers. I know?these are simple, right? When I viewed this video on youtube the other day, I thought it really made the point. Watch this and ask yourself?Is this the kind of listening that is happening in our organization?

The Break Up

Every day I am reminded about the power of really listening. If you want to increase your sales, grow your career, increase your tips, engage your staff in your new initiative, have a better day, get more of what you want, influence others?all you have to do is listen more (and better!)

What kind of world would it be if?

– every teacher looked every child in the eye, smiled, and said ?I am glad you are here today??

– every CEO in the elevator looked away from the blackberry long enough to stop, smile and greet the employee standing beside him?

– every store clerk had a Duchenne smile that made you feel valued as a customer?

– every nurse served her patient just like she was being served by her supervisor ? with CARE?

Why don?t we find out?

Try these few, simple techniques tomorrow and tell me what difference you noticed (in your customers?and in your own energy!!)

And, finally?have a magical day, folks!

What Clients Say...

“Deri, you are the best! Not a dull moment and the time went too fast!”
Linda Borbridge, Manager, Aboriginal Peoples Television Network
“I’m often asked to recommend a professional speaker who will captivate and motivate, and without hesitation Deri Latimer comes to mind. Deri has a reputation for a no-nonsense, energetic, synergistic approach. Her cutting-edge sessions are the perfect combination of science and inspiration and will have you moving into a new groove.”
Dr. Lewena Bayer, CEO, Civility Experts Inc.
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Joseph Bork, Program Director, St. Mary’s University
“I am usually the type to sit in the crowd, quietly take it all in, and take notes, notes that end up in a binder, often never to be seen once I return to work. Deri was engaging, fun and as real as they get. I was so moved by her session that I shocked myself by approaching her after the session to chat. During the session I didn’t need to take notes because her concepts hit home and stuck with me. I have already taken her advice and acted on her tips and tools to be more positive. Her positivity is contagious and her message is one that everyone should take time to listen to.”
Amy Normal, VP, Corporate Services, Said Business School, University of Oxford
“I had the privilege of hearing Deri keynote at our conference. She captivates, motivates, and positively engages an audience with her unique combination of wisdom about neuroscience and positive behaviors that can be life changing when put into action. I would recommend her without any reservation for those seeking a speaker who can move an audience – from associates on a manufacturing floor to members of an executive leadership team – into action. Her takeaways are designed for positive impact. Prepare to laugh, to be curious, to be hungry for more time to listen to Deri.”
Vickie Maris, Host, Agile Digital Business
“Deri, your seminar truly resonated with our team. You took the time to learn about our roles, our challenges and opportunities and created an inspiring and motivating seminar just for us and made an impact with every person there. Having your book to use as a tool in our day-to-day has also been very valuable and has enhanced the results we got out of the time with you. We all hope that we will see you again at the next conference!”
Chantelle Arsenault, GBA, Great West Life Assurance Company of Canada
“It was an absolute pleasure to have Deri speak at our AGM. Deri brought an amazing level of passion and energy as she engaged our members with her talk on growth mindset. If you are looking for a speaker to connect with your audience, I would highly recommend that you reach out to Deri. Thank you, Deri – we were lucky to have you!”
Rob Chester, Director Information Security, Wawanesa Insurance
“A wonderfully authentic speaker with an infectious positive energy, Deri takes the crowd back to the roots of inspiration by sparking something within the humanity of the people in the room. Her fantastic sense of humor and knowledgeable way of integrating experiential learning opportunities into an inspirational message makes her a speaker not to miss!”
Ashley Collette, Social Work Officer, Canadian Armed Forces
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Derek Rumboldt-Delouche, Director, Children’s Wish Foundation of Canada
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Barb Spurway, Principal Consultant, Protegra
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Sarah Marshall, President, Canadian Physiotherapy Association
“You changed people.”
Michelle Kletke, Human Resources Manager, TNG, Jim Pattison Group