Yesterday I blogged about my Conference Downfalls, today I want to blog about my conference take-aways. I attended a 2 day conference for the Vacation Rental Management Association. I promise, I’m not going to share with you how to run a Maintenance Department for a Vacation Rental Company although that is what I do and I did learn a lot of helpful stuff.
One of the sessions I attended was for Customer Service. It was focused on how your attitude impacts your customer service. We spoke about who our customers are, in our business we have 3 main ones…we have the vacation home renter, the vacation home owner and the owner of the company. These 3 customers can not always be made happy at the same time although that is what we strive for.
I swear, I have a point that has to do with health and wellness coming up really soon.
During a lull in the presentation my mind started to wander to the blog and to what I was missing on Twitter and Facebook and in a dream like state (you know you’ve been there in conferences before) my mind started to blend what the presenter was saying with my thoughts and I pondered the following:
“Who is MY customer? Not my company’s, but mine.”
The answer, is me. I am my own customer and owner. If I have a complaint, it’s my fault, it’s up to me to fix it. No one is going to give me a refund. No one is going to credit me back the pounds that I gain when I have a bad week. And some times, I will have to make a choice that will not make me happy.
Like when I turned down the bread and butter at lunch, but then fell victim to the dessert cart. Both choices made me unhappy and happy in totally different ways. Ok, I am derailing…sorry.
So I began to apply parts of the presentation to the customer service of myself. 2 key points stuck out:
“Think about ‘can do’s’ instead of ‘can’t do’s'.” This will effect your interactions with others (or yourself) in these key ways:
1. Resiliency - When faced with obstacles such as changes in your schedule or unsupportive people, you are more able to stick with your plan.
2. Enthusiasm and Energy – A positive attitude generates enthusiasm about what you do.
If we focus on the things we can control, on the exercises we can do, the changes we can make and stick with, instead of the things we can’t the rest will slowly fall into place.
The 2nd point that stuck out to me was the following quote:
“Today’s exceptions become tomorrows expectations.”
That quote will help me to remember that while it is alright to treat myself occasionally, today’s exception (or treat) can not become tomorrow’s expectation. Think about how easily that happens. You have a stressful day, you reach for a piece of candy, then that becomes your mind’s expectation during every stressful situation.
After this presentation and taking away as much as I did, personally and professionally, I did the only respectable thing. I bowed out of the conference early, before the last session and went for a run.
Although I was prepared for the conference, I had healthy snacks in my purse, I still made poor choices. However, I won’t let today’s exceptions become tomorrow’s expectations.
The conference is now over and I have today off from work. In honor of Earth Day, I think I am going to spend the day outside!