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Now you can get A "Kick In Your Attitude" in print!

A Kick In The Attitude by Sam Glenn

Sam Glenn has just released a book called "A Kick In The Attitude," which is published by Wiley. Many of you know Sam from his hysterical video series (which includes the program "A Kick in The Attitude." Now, Sam has put his philosophy in print!

Sam’s book is filled with his usual great stories as well as lots of wonderful advice and tips for getting - and keeping - a great attitude. I am always drawn to his customer service stories, and Sam’s book is filled with them. But as I was reading Sam’s book, one other topic caught my attention. It’s in Principle #17 (which is called "Attitude Is Like Chalk Dust - It Gets On Everything You Touch").

In this chapter, Sam has a section called "You Can’t Please Them All." In it he speaks about the challenge of delivering great customer service. Sometimes you really can’t please everyone. For example, if your customers are rude to your people, then maybe you can’t please them and you have to move on. This is hard advice, but I also think it is great advice. Herb Kelleher was also a fan of this philosophy. In my interview with Herb, he said that at Southwest their philosophy was to put employees first. Herb thought that if the employees were happy, then the customers will be well served and the shareholders will reap the benefits. It’s great advice!

Give Sam’s book a try! It’s a fun read! Click here to see more on You can also see a preview of Sam’s video "A Kick In The Attitude."

Posted under Talent, What’s New, Sam Glenn by Stewart on Feb 12, 2010 | Comments: 0 | Post a comment»

Attitude Really Does Matter!

Sunset on Cape Cod

As I think you’ve read, we recently launched three new programs with Sam Glenn. Sam is very funny and he believes that people can benefit from a positive attitude and outlook.

Maybe it is because I edited Sam’s three programs and heard his speeches so many times in the process, but I realize that his message is really on target. And that realization was reinforced for me when I went away over the Memorial Day weekend.

I was down on Cape Cod (or as we call it, "The Cape"). It was so wonderful to be down there. The houses seemed to be freshly painted, the stores had fun new stuff, and people seemed to be in a jolly mood. I had a wonderful weekend... All of this got me thinking:

I realize that at the beginning of the summer, the store and restaurant owners and employees are really excited to see their customers. The winter on The Cape is very quiet, and I suspect that everyone is very glad to welcome the influx of people and see new (and familiar) faces. Their positive, welcoming attitude is infectious! I felt great as I wandered through the stores. (On the negative side, often by the end of the summer, the same people can become exhausted. The summer is very busy. They’re working long hours, often six or seven days a week. And sometimes, they can be less friendly or even downright cranky by late August... It can be a bummer.)

I also noticed that all my friends seemed to be more positive and jolly. I know Bostonians have a reputation for being reserved. But when everyone was on the Cape over the long weekend, they seemed to be downright giddy. Why is this the case? Maybe people are happy to get away from the pressures of home and work. Maybe they’re glad that the weather is nice and the sun is shining. Maybe they feel more relaxed and positive. It’s probably a bit of everything. But it does make a difference.

So that raises the question, how can we develop and keep a positive attitude all of the time? How can we spread that positivity? Well, it does take practice (and some times a lot of practice) and it also helps when you laugh a lot

All of this brings me back to Sam Glenn. I think he has a lot of great ideas. He’s also really funny. If you want to see his videos (and get a good dose of laughter), then go the Sam Glenn Series page on our website. You’ll laugh and it might just give you a good kick in the attitude, too.

Or you can come visit Cape Cod in the early summer. That would be fun, too! So no matter what you are doing be sure to HAVE FUN!

Posted under What’s New, Miscellaneous Thoughts, Sam Glenn by Stewart on Jun 03, 2009 | Comments: 0 | Post a comment» X

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