MAGIC® Insights
Inspiring Exceptional Service Cultures
Apr2014:Vol14Iss2
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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
 
Maximizing Happiness: Five Small Changes Yield Big Impact
 
How to Use Focus Groups for Rapid Needs Analysis
 
The Mental Switch - I have a new attitude!
 
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.
To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.
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Letter from the Editor

All my life, I've felt the need to work hard. Perhaps I was influenced by my over-achieving parents and siblings, or the desire to excel…at something! I've spent countless hours revising, rethinking and redoing things, and sometimes ultimately regretting my process along the way.

Sometimes I would convince myself that working tirelessly or longer would be the key to achievement. After all, Malcolm Gladwell stated in his book, Outliers, that true mastery of anything requires 10,000 hours of doing it.

It was if I had a mindset of "it has to be hard to have value" guiding my actions. And, that's just a recipe for exhaustion and potentially disappointment as well. Working hard is one thing, but it makes no sense to work at the expense of ourselves. And as Charlie McCarthy, Edger Bergen's ventriloquist puppet once said, "Hard work never killed anybody, but why take a chance?"

Now, sometimes we work hard because we doubt our own value. Perhaps we are trying to "prove" our worth to ourselves. And, sometimes we may do it as part of a conscious or subconscious effort to get others to recognize or appreciate us a bit more.

As author, Alfred A. Montapert, once said, "Do not confuse motion and progress. A rocking horse keeps moving, but does not make any progress."
It's time to stop working at the expense of ourselves and stop "hoping" that things will be better. Hope is not a strategy for success either.

Where are you working too hard in your life?  Where could you use a bit more self-focus and self-care? What can you start doing today that will make your life easier tomorrow?

Mark Victor Hansen, co-creator of the Chicken Soup for the Soul series, noted: "Don't wait until everything is just right. It will never be perfect. There will always be challenges, obstacles and less than perfect conditions."

So, why not start now ...

 

Maximizing Happiness: Five Small Changes Yield Big Impact

Happiness is something we strive for, regardless of our age or experience. But recent research revealed that what we predict will make us happy, doesn't always make us happy. And, the factors correlated with business and academic success, don't work for happiness.

Read on to learn five ways you can boost happiness and success. 
How to Use Focus Groups for Rapid Needs Analysis

Many of you have probably heard the demand, "We need training now!" How can you rapidly get the necessary information to meet these requests? Focus Groups can help.

Read on to discover the four questions to ask and the four principles to use to ensure you get the right responses from your focus groups.
The Mental Switch - I have a new attitude!

Well, my "later years" have arrived.  Friends encouraged me with words like "You're only as old as you feel" and "It beats the alternative!" I've created a list of things do to for every one of my years, and I'm talking to myself in a kinder way, with excitement and encouragement. How about you?

Read on to learn more about how changing your own mindset can give you a new attitude.
Reinforcement Puzzle #5

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.