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

In This Issue
Feature Article:
Awaken the Magic in You – It's Productive
Thoughts from Tom
The Gift of Attention
Be Productive Like Ike
Upocoming Event - Live Webinar: Measuring Service Culture  
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.


Awaken the Magic in You – It's Productive

by Tom Larkin and Meg Reilly

Do you believe in magic? Or wonder? Or mystery?
Why wouldn't anyone believe in magic when you are surrounded by it all the time? The kindness of a stranger. The birth of a child. Coworkers doing things that make you smile out of nowhere, contributing ideas that cause people to take immediate note and say, “Yes, that will work!”

But Magic of your own making, at work? You may be skeptical.

You don’t have to sit back and passively wait for a magic moment to come along. You are the magician. You have the ability to make magic happen – in your own life and in the lives of the people you encounter every day, in every moment. Here’s how you make magic at home, when you are out and about, and yes, right where you work.

1.  Be attentive. Stop and attend to something closely. Choose to perceive it anew with more nuance, humor, and spirit.

We are all busy people and we have work to do. Developing the skill of attentiveness can be a strong creative force. Say you look at your calendar and just feel overwhelmed. How will I get this all done today? It’s too much. Too many meetings, phone calls, commitments.

Stop. Really stop and attend to your own feelings.

Remember the acronym STOP stands for Stop, Take a breath, Observe what feelings are going on inside or, what is happening around you, and after all that, Proceed. 

So back to your calendar. I see that I can push that call off until tomorrow and can make this call now. I see that I can announce at the beginning of the meeting that I have a hard stop at 11:30 so my colleagues and I can set expectations for each other. I see that I can order that birthday gift online in five minutes instead of stopping at the gift shop after work. Bam! I just added two hours to my day so now I can write that proposal. Magic.

You can be more attentive to anything. Do you have a second? That’s all it takes to be attentive to someone. Add a short phrase to your email, “Jim, I appreciate your time more than you know.” That might take three seconds. Look the cashier in the eye for one second longer when you pay your check and say, “Thanks.” One second. Just taking an extra moment establishes a connection that makes Jim, the cashier – and you – feel just a bit better. Your words and your smiles add magic to the day.

When you decide to be present and contribute “small things” it creates more awareness of your unique impact on others. You benefit because:
  • You experience your unique influence
  • You’re energized by seeing the impact of your small choices
  • You feel the confidence and emotion of a contributor who influences the world
Others benefit because:
  • They are more engaged with you
  • They are more likely to remember you
  • They are more likely to contribute a small thing

2.  Be a meaning maker

Meaning is powerful magic. Giving meaning to someone or something creates extra energy. We ascribe meaning to special events like anniversaries, birthdays or holidays and they become magical celebrations. We create that extra energy in the workplace when we regard our  work as a vocation. It’s what we choose to make of our labor. Are you someone who” takes calls all day” or someone who ”helps people all day?” Don’t underestimate the meaning you assign to your work. We know people at John Hancock that loved being a part of a team that was getting good service marks. They made it mean they were revolutionizing the way they serve their customers.

You are the meaning maker. So, be proactive about it. Add meaning – and therefore, magic – to your life, including your work. Maybe you remember the person who got you your first job in your field and every day, you say a silent thank you to her or him. Perhaps you appreciate the technology that makes your work and your day easier by reflecting back on how your job was done before the ease of technology. No matter how you get from A to B during the work-day, making meaning of it creates extra energy, generates passion, and reduces monotony.

3.  Bring it to life. Put spirit into it.

  • Carl Jung, the famous Swiss Depth Psychologist posited that life is simply the space between birth and death. That “space” can really energize you if you pursue it concretely, by breathing spirit into your life, “day-in, and day-out” by the choices you make. Once you begin to practice this awareness of wonder and begin to make meaning of it, you become the meaning-maker. You give an extra boost to your own life and the lives of people around you. After all, a smile is both cause and effect!

  • Acknowledge someone’s trials and how they inspire you to be compassionate.

  • Comment on a connection that others may not make, “Jim, I see that you and Pat share the same appreciation for gardening, and I think it’s related to your ability to ‘grow’ our client base!”

Systems theory teaches us that we operate as part of many systems: family, work, the environment, to name just a few. Everything that happens within a system has an effect on the individual as well as the whole. Your calm, helpful response to an unhappy customer can result in a better outcome for the customer, which can become repeat business or a referral for new business. It’s like when someone holds a door and that person picks up a dropped letter and this person assists someone across the street, and on and on. When you actively attend to your inner and outer world, then consciously give meaning to the moments, things and places that inspire you, then you are breathing life and spirit into your system and every system you participate in.

Magic is everywhere my friends. Wonder, awe, blessings and the inexplicable are the air you breathe, the steps you take, the things you touch. All you need to do to experience it is to open your heart and your eyes, partake with the full intention of your own creative force and you become the magician. What magic will you make? And what difference will it make for you?
Thoughts from Tom
The Voice of Service Leadership Experience-

Tom Larkin, President & CEO of Communico Ltd.


STOP to bring a little more MAGIC into your world

“Stop. Take a breath. Observe. Proceed.” If it really is that easy, why don’t we stop ourselves to experience things more fully, or to see them in a fresh, new way? One likely reason is that most of us get too “sophisticated” as we mature. We seek out rational, hard and fast answers for everything and then dismiss, explain-away, or no longer believe in the magic in the life around us.

When you incorporate the STOP approach into your day, you increase the likelihood of feeling gratitude in your life and gain the benefits of greater work and life satisfaction. The Austrian monk, David S Rast, really hits the target with this YouTube talk.

Don’t lose your sense of wonder or dismiss it as a childish, no-longer-relevant  thing. It’s wonder that fuels curiosity which in turn leads to fresh insight, new understanding, and hence, a new or “re-newed” experience. That doesn’t mean that you abandon the rational; it means that you provide a worthy complement that allows you to switch from automatic-judgment to exploration and curiosity. With S.T.O.P, you can behave yourself into a new way of thinking while bringing a little more magic into your world.

Have thoughts to share or questions for Tom? Click here to submit.
The Gift of Attention
dog-staring.jpg“The greatest gift you can give somebody is your attention because your attention is your time, and your time is your life.” ~Rick Warren 

Giving the gift of your attention to another person or to anything, for that matter, isn’t easy.

Read on to learn how to be attentive when on any given day, you’ re bombarded with a steady stream of distractions and interruptions vying for your attention.
Be Productive Like Ike
DEisenhower.jpeg Dwight D. Eisenhower, known affectionately as Ike, accomplished a staggering amount of work over the course of his 78 years. You don't achieve what he did without being extremely productive. Eisenhower had a system for organizing all of his tasks that still works well today.
Read on to learn The Eisenhower Decision Matrix, a method for assigning value to tasks based on importance and urgency.
Upcoming Event: Live Webinar
Measuring Service Culture: How to Measure What Matters
Tuesday, July 17, 2:00-2:40 p.m. EST

Click here for more information and to save your seat.
Learn The Value of MAGIC
To deliver consistently great employee and customer experiences and stand out in the global market, you need to develop a true service culture. Communico is committed to helping organizations create this type of culture with the MAGIC System. Click Here.
Leadership Skills and Coaching
Communico's leadership training programs, coaching and consulting services are here to help you become an exceptional leader in every interaction (whether by phone, face-to-face, email or chat). Learn how to become a great leader for your business. Click Here.
Customer Service Training
Communico doesn't believe in a one and done solution. We work closely with you to understand not only your business culture, but also your customer service culture, and what makes it unique. Click Here.
Reinforcement Puzzle #29
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.