Edelman Atlanta

About twice per year I go through a phase where I just want to leave everything behind and run off to an island and become a bartender. It's never that I don't like my job ( trust me, I love it!), but every now and then the daily grind gets to me and I just need a break. These two times of year are Christmas and Summer - the times I had off for my entire life up until I graduated college. I don't know if other college grads have a hard time transitioning, but it proves challenging to me. So much so, that last year, my grandmother really thought I was serious about moving to a tropical island and not coming back (obviously, I didn't do it).

To alleviate this, I take mini-vacations to gain new perspective and broaden my horizons. When I come back, I'm recharged and excited to begin working again - it makes everything seem fresh. A few years ago, I created a goal that I would go one place every year that I've never been before. Last year, I was quite successful in that goal going to NYC, Miami, Greece and even the tiny town of Port St. Joe, FL. This year, I went to Colorado with my mom for few days (where I'm blogging from now) to see the Rocky Mountains. We went up Pikes Peak and saw Royal Gorge from above and below and watched the sun set over the mountains (talk about Purple Mountains Majesty - I finally understand what the song was talking about). It was a great few days to recharge and relax and now I'm ready to get back to the busy city life.

What do you do to recharge you battery?

See you Monday!

Growing up in a work culture that fosters growth and professional development, I find myself wanting to provide advice to everyone I encounter regarding how they could improve their staff, systems, etc. (Perhaps, it's also because I'm a bit of a control freak.) However, others aren't always so open to this free advice or "gifts" as another colleagues calls her constructive criticism.

Case in point: A client hired a web development firm that is the absolute best case in poor customer service. This poor service has resulted in the firm being fired, and since I don't think they'd appreciate some geniunely helpful advice from me on what they should have done to keep the business, I'll share a few thoughts with you (that we all probably consider common sense):

• Return calls and e-mails promptly. A week and a half is not prompt.
• Educate the client/customer on the process. Make them feel comfortable by sharing next steps, time frame and what is expected from you and them.
• Ask questions. Don't assume you know what the client wants or that radio silence is okay. No news is not always good news.
• Say "Yes, we can." Then figure it out. You can't always say yes, but whenever possible a can-do attitude will get you far. "But you just approved this yesterday and now you want me to change it?" is not an appropriate response. Instead consider, "We can make those changes, but here's what it means to the timeline and/or budget."
• Know how to apologize and admit when you are wrong. Don't lie to CYA, don't point fingers at the PR firm (uh, I mean, other team members). Everyone makes mistakes at some point; it's how you fix those mistakes that matters.

Do you have other advice that you'd add to The Ten Commandments of Good Customer Service?

This post could also be titled, "Another Reason to be Glad we are in the New Building." So, I can't believe I am admitting this, but after withdrawing my pre-vacation cash from the ATM downstairs, it seems I forgot to take my card. I know, I know... I guess the beeping noise and flashing "don't forget your card" reminders weren't enough to break through the clutter that was my growling stomach as I headed out to pick up lunch. Little did I know, while I was making the difficult decision of "Moe's or Chick-Fil-A," a fellow Centennial Tower tenant rescued my lost card and turned it in to the security guard who was able to determine that I worked for Edelman and personally delivered my card to Carolyn. If the shock of learning what I had done was not enough to scare me straight, the disapproving look on Carolyn's face was! Can you believe my luck?! I am curious what experiences the rest of you have with good samaritans or if you have recently been one yourself or if you have had an experience at 101 Marietta that made you say to yourself "that wouldn't have happened at Midtown Heights."