MAGIC Service Newsletter - December 2011
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MAGIC
MAGIC Service E-Newsletter
In This Issue
Letter from the Editor
Make Yourself a Millennial-Ready Manager
Rockville Bank Creates MAGIC® Connections with Note Cards
Saying "I Don't Know," It's Not as Bad as You Think
About Us
  Communico helps organizations build and sustain exceptional service cultures. With our MAGIC system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

Download a free chapter of our book, How to Talk to Customers, and learn more at www.howtotalktocustomers.com
 
 
Letter from the Editor


It's the holiday season—a perfect time to make a connection with family, friends, associates and customers. These days, we have lots of options for communicating—phone calls, emails, texts and tweets. But, just because we have all these options doesn't mean our communication has gotten better or more meaningful.

I suggest that we consider making a more significant connection this season in another way...by really listening. Most of us are so busy multi-tasking and checking off items on our to-do lists that we haven't taken time to stop and really connect with others. 

So, commit to really listening, even if it is for just one focused day, to colleagues, friends or clients.  And, don't forget your spouse, children or parents.  And when you do, resist the temptation to jump in and share your opinion.  Not this time. Just listen, focus on the other person and hear what they are saying. Catch yourself before responding with a "yes, but" or a "well, this is what I think about that..." Instead,  simply nod, acknowledge with an "uh huh" or say, "tell me more."

Resist the temptation to share your viewpoint, suggestions and solutions, no matter how difficult that might be.  I must admit that this is particularly hard for me—I do like to share! But I also know that it doesn't pay to pay lip service to listening—for when you do, others will stop sharing and will ultimately stop caring too.

Let's all consider another type of present during the holidays. As author Richard Moss once said, "The greatest gift you can give another is the purity of your attention." It will be one gift that will never be forgotten.

Make Yourself a Millennial-Ready Manager
Be prepared for a different conversation if you want Millennials to be highly-engaged and fully-contributing. Explore what to say to make them feel valued and encouraged, as well as what not to say.

Read on to learn seven key ways to manage and bring out the best in this generation, the largest in U.S. history.
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Rockville Bank Creates MAGIC® Connections
with Note Cards
When you take the time to send a note card to employees, customers or even prospects, you demonstrate that you care. Since 2000, Rockville Bank has supported and believed in this tradition.

Learn how a minimal investment in their note card program yielded concrete business results and an impact beyond measurement.
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Saying 'I Don't Know,' It's Not as Bad as You Think
"I don't know." Three simple words, yet some of us will do anything to avoid saying them. Maybe we feel a need to have all the answers to ensure job security. Or, if we say "I don't know," associates might doubt our competence.

Discover why saying them may be a very good thing after all.
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