First of all, I acknowledge the contributions to my prosperity by those who work, which includes me. Especially, I appreciate those who do the sometimes back-breaking or tedious work required to manufacture the products I like to buy and provide the services I often take for granted that make my daily life more convenient and comfortable. Thanks to those who work!

Secondly, Labor Day signals to me that it’s about time to get back to work after summer vacations, to be sure the year ends well and that we set the stage for a successful New Year to come. I enjoy the work I do.

So, let’s have a great time on Monday with family and friends and then joyfully get back to the work that makes the world go around. Let’s be thankful we have work to do and reach out to those who don’t.

Invitation: Thank your fellow workers for the work they do that benefits us all.

Acknowledge People. Such acknowledgement begins with using the customer’s name. As you listen to your customers, notice what is especially important to them. In your conversations, include sincere comments to acknowledge their priorities. If a customer is helpful, be sure to acknowledge it. We teach people how to treat us. 

Relate to People. As you are able to see situations from the customer’s perspective, empathy comes more naturally. I call it “crossing the line” to see things from the other side of the street. Here’s how it shows up in our behaviors. Instead of saying, “Our standard shipping takes 3-5 days and should reach you by the end of this week,” consider this: “It’s Monday and I know you need this item for your national sales meeting next week, would you like 2-day express delivery or the standard 3-5 day shipping?” Study the subtle difference between these two statements.

See “Difficult” Situations as “Interesting.” Being a world-class problem solver is to be as Sherlock Holmes solving a mystery. All humans experience frustration and can demonstrate behaviors that are unpleasant. When a customer comes to you with a negative attitude, resist the natural tendency to judge the person in your mind as “weird” or “dumb” or “difficult.” Instead, say to yourself: “This situation is certainly interesting.” Human problems are interesting and intriguing. There is always some problem puzzle to solve and fascinating insight to be gained about human nature.

We all appreciate genuine customer care. Others appreciate you when you give it.

A Smile.  Next time you’re walking through the mall or down the hall at work, notice how many people are smiling or not. As I see others, I have come to ask myself if I am smiling or frowning. I catch myself and turn the corners of my mouth upward to smile. I begin to enjoy my stroll down the hall much more. What starts on the inside spreads to the outside. Put a mirror inside your office cubicle so you can greet yourself with a smile each time the phone rings.  

A Purpose.  One of my clients said it so well: “My Core Purpose gets me on the phone with a smile every day. It empowers me to have a REASON for helping people. I enjoy my paycheck, but the purpose is so much more. It’s my own personal foundation for each decision I make and every action I take. It’s a lighthouse that shines on the toughest day at work that I can turn to for self-guidance and motivation to keep the customer ‘first’.” What is your sense of purpose? Think about it? Talk about it with your teammates.

As we declared our independence 234 years ago, a new nation was born. In the intervening years, our nation has matured. Part of the maturation process is to learn and to gain wisdom. This is a good time each year to reflect on what we, as Americans, have learned and continue to learn about our place in the world and what the pursuit of happiness truly means. 

As we struggle through our economic difficulties, we seek to become more prudent in the use of our financial resources. As war lingers, our yearning for peace grows. As we watch the crisis in the Gulf of Mexico, the words “from sea to shining sea” take on new meaning. Our seacoasts, beaches, harbors, and the oceans abundant with life become more precious. The troubles at our borders test the balance of our firmness and our compassion. The world is watching as our nation leads the way in solving problems with global implications and as we attempt to build the spirit of international cooperation that is needed to bring lasting improvements for all. God bless America.

As for sales clerks…these days, we do buy many things online. There are Kindles and iPads that let you download and read books. And, online banking has beome the norm for a large percentage of our population. 

As our high-tech society evolved and we began to assess our high-tech gadgets and our high-tech jobs, there was also a discussion of the need to balance “high-tech” with “high-touch,” which is the human touch–the need for human involvement in our day-to-day business and social pursuits. Is such a balance still needed? 

In recent years, I have been working with professionals in the auto insurance industry. We all know you can go to the Internet to get a quote on your auto insurance. You can even process your application there. This is very convenient and efficient. My experience has been that there comes a time when we all want a local insurance agent backed by a trustworthy insurance company to be available as a “friend of the family” to help us address the more challenging insurance needs that arise. These needs range from helping us navigate the legalities, technicalities, worries, and frustrations of an auto accident to counseling teenage drivers on the importance of safe driving and good grades in keeping our insurance rates affordable. 

Insurance is just one of many industries where we seek the balance of high-tech and the human touch. I remember reading about a cellular phone company that had poor customer service ratings. The biggest complaint from their customers was that, when they needed an actual person on the phone, that’s exactly what they needed: an actual person on the phone. Customers were merely getting automated voice responses without the human sensitivity that was expected.  

They say that computers won’t take over the world until they can write poetry. Why poetry? First of all, poetry represents a tricky form of logic combined with various artistic elements. It’s tough to write great poetry. Furthermore, we humans often find that poetry provides a soothing and uplifting experience. This is something humans do better for each other than computers manage to do. 

Indeed, it turns out that there are two HT factors. As much as we appreciate the efficiency of high-tech, I think we will always need and appreciate the “high-touch” that competent and empathetic humans bring to the everyday transactions of our lives. If you’re in business, don’t just build a Website, sit back, and figure that customers will come and the money will flow. You must continue to “be there” for customers in ways that a plastic box with a colorful display, friendly-looking icons, and cool software just can’t be.