MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor
Three Qualities of Selfless Leaders
Five Ways to Transform Ambiguity into Meaningful Service
Befriend Doubt
Another Fun Reinforcement Puzzle

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.
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Letter from the Editor
"Everyone seems to have a clear idea of how other people should lead their lives, but none about his or her own."—Paul Coelho, author of The Alchemist.

It sure seems that there are plenty of people willing to share their observations, opinions and advice, all for our "own good", of course. But, does that really help us, or does it just serve to confuse or complicate matters?

According to Paul Jun, author of the new book, Reignite, "At one point, we all lose focus on what really matters in our lives". And in the process, "we start to focus too much on things outside of our minds, instead of focusing on ourselves—our behaviors, habits, and well-being."

Jun notes that self-awareness is the condition of being constantly aware of our thoughts, beliefs, emotions and actions. It's about developing who we really are versus who we are expected to be. Becoming more aware is a great opportunity to better understand our weaknesses and leverage our strengths. Here's an exercise that will highlight the behaviors and habits you take for granted:

  1. Draw a line down the middle of a piece of paper

  2. On the left side, write your "strengths". On the right side, write your areas needing improvement or "weaknesses." Sure, I could get upset that I seem to have twice as many weaknesses than strengths, but I move on to the next step, which is…

  3. Acknowledge and own the weaknesses, and in essence, call your own bluff.

  4. Lastly, take action…immediately. With your newfound awareness, start doing the opposite of your old behavior, whenever and wherever you can.

It may sound simple, but I recognize that it's not going to be easy for me. But the difference between doing what's easy versus what's hard is a fine line. And, the different outcomes are obvious.

I admit that I've used the explanation or excuse that it's "just how I am." Or, that it would be way too hard to change at this point in my life. That's been my mantra for many years. But, I recognize that our perceptions not only influence our thoughts and actions, but they also shape our lives. And, as George Bernard Shaw said, "Life isn't about finding yourself. Life is about creating yourself."

So, consider the final words that Jun shares in Reignite: "Every day you write a page in a book. Every year you finish a chapter and begin a new one. By taking the steps to become self-aware, accepting responsibility for your actions and abandoning self-defeat, you will "become a force whose spark will spread like a wildfire to all those who cross your path. Don't dismiss it. Harness it."

Note: Paul Jun offers his book, Reignite, for free on his website.
3 Key Qualities of Selfless Leaders
What does it mean to be "selfless"?  We have a choice in the way we live our lives. While it's easier to focus on what's important to us, there are far more benefits of putting the wellbeing of others first.

Read on to learn about three selfless leaders who made a meaningful impact.
5 Ways to Transform Ambiguity into Meaningful Service
Ambiguity is the hallmark of all human interaction. Each contact is a "moment of truth" in which "the "movement of truth" can emerge, whether it is a call, face-to-face meeting or a text.

Read on to discover five ways to embrace the mystery of ambiguity and the possibility that is its reward.
Befriend Doubt
Have you ever considered how much influence doubt may have on your writing? It could be one of your secret enemies. However, it's relatively easy to turn it into a friend. 

Read on to uncover five ways to deal with doubt, and write with greater ease and confidence.
Reinforcement Puzzle #11
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.