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6 Mentorship Problems to Avoid

By Jon Bradshaw | Business Tips | No Comments

How to Make Your Company Vision Resonate With Employees

No doubt: Mentorship is the best way to build new leaders. A system of senior professionals investing in younger ones can also create camaraderie and share skills across the team.

The truth, though, is that not all mentorship programs are created equal: Some build real relationships, while others simply make mentors and mentees go through the motions.

What’s the difference? Some of it comes down to individual relationships, but many dysfunctions are due to the program itself.

Everyone can benefit from sharing wisdom and encouragement. If you want to build a meaningful mentorship program, watch out for the following pitfalls:

1. Forcing mentorship on all new hires

Requiring mentorship for all new hires is one of those ideas that sounds good but doesn’t work well in practice. That’s because when something is forced, people become less willing to partake in it.

Don’t undercut new employees’ autonomy. Realize that mentorship may not be the best way to integrate them into your team.

Onboarding and orientation are short-term, one-size-fits-all processes. Employees don’t need a senior member of the team to show them how to fill out a benefits application.

Mentorship, in contrast, is a long-term endeavor that seeks to support employees’ individual goals and development. It’s more about helping people find fulfillment than getting a company process down pat.

Misunderstanding the purpose of mentorship can cause frustrations down the line. Provide the opportunity to everyone, and emphasize the benefits. After that, let each member of the team engage when they are ready.

2. Making it all about leadership roles

Mentorship is a lot more than management training. To be valuable, mentorship must be holistic and guided by the mentee.

The truth is that leadership means different things to different people. Some people are suited to management positions. Others lead by excelling in their work or being a strong team player.

A solid mentorship program encourages employees to chart their own path. The mentor’s role is to help them become the best version of themselves.

3. Matching the wrong people

The mentor-mentee relationship can thrive or fail simply based on the people involved. Each person needs to feel like they can relate to the other on some level. That could mean that they have a lot in common; it could also mean that they have mutual respect for each other.

One way to begin the matching process is to understand people’s personalities. A personality test like the Myers-Briggs Type Indicator can help you identify pairings that might work well together. However, personality tests should only be a starting point.

After getting preliminary data, check the fit. Hold a mentorship mixer for interested mentors and mentees to interact. Use team-building events to determine who works well with who.

4. Having unrealistic expectations

Mentors and mentees should challenge one another, but expecting too much can be detrimental. Neither personal nor professional growth is linear.

Both parties should always be in agreement about the terms of the mentorship. Mentors can overstep their boundaries and overwhelm mentees. And on the other side, a mentee might expect the mentor to put in all the work. In some cases, both parties can feel like the other person is too clingy.

Check in with mentors and mentees periodically. Ask both parties whether they’ve experienced tension with the other. If their answers don’t match, get them in a room together to talk it out.

5. Failing to prioritize

Many mentor-mentee relationships fail due to neglect. Balancing work and life can be difficult in the best of times, and stressors can cause people to shut down or ignore their partner.

Nip this in the bud by structuring your mentorship program. Don’t leave the dynamic completely up to the pair. Help them decide when and how often to meet.

Support both sides by sharing tips about how to prioritize their time. Key steps include:

Setting achievable work goals
Deciding what is essential and non-essential
Keeping a work log
Tackling your toughest task for the day first
Minimize interruptions and distractions

6. Structuring the program too rigidly

A mentorship program needs structure in order to be successful, but don’t overdo it. Nobody wants to open a binder of to-dos every time they meet with their partner. There should be some level of informality.

Too much structure can stifle relationships. It can also create a crisis for people who feel like they aren’t reaching the outlined growth outcomes. It’s better to let people develop at their own pace — and that’s true for mentors and mentees alike.

Mentorship can be remarkably rewarding. But if one or both sides aren’t willing to put in the effort, it can also fall apart.

Make sure mentees and mentors are invested, and remember that adjustments may need to be made. As long as you’re flexible and fair in your expectations, your mentorship program will work its magic.

What Should Your Office’s PPE Policy Be?

By Jon Bradshaw | Business Tips | No Comments

As the COVID-19 crisis drags on, offices everywhere are reopening. Work has to get done. With that said, there’s no reason to subject your staff or customers to unnecessary risks.

There are many things to consider when reopening your business. You must reorganize the office to allow employees to work at a safe distance. You need to be vigilant about cleaning. You also need to adjust the way customers interact with your business by restricting things like drop-in appointments.

The biggest challenge, however, might be effectively utilizing personal protective equipment (PPE). Depending on the nature of your business, masks, gloves, and employee-customer barriers may be necessary.

Not sure where to start? To figure out your next steps, take a look through the following questions:

1. Do I need a PPE policy?

Yes, you do. COVID-19 is contagious, and you have a responsibility to keep your customers and employees safe. That starts with a clear policy on PPE usage.

Policies provide a level of accountability that recommendations can’t. A cancellation policy for appointments can lower no-show rates more than “soft” guidelines ever could, for example.

The same is true when it comes to wearing protective equipment. Don’t leave something so important up to chance or choice.

2. How common is COVID-19 in my area?

No matter where your business is located, having a PPE policy is worthwhile. With that said, it’s important to build yours around conditions on the ground.

More drastic types of PPE, such as face shields, should be used in hotspots. If you’re in a place where the coronavirus is under control, regular cloth masks may be plenty.

The bottom line is, you can’t throw caution to the wind. But you shouldn’t go whole-hog if there are only a few cases in your country.

3. How will PPE affect productivity?

There’s an argument to be made that PPE can be distracting. But when people use it long enough, it becomes the norm. The real productivity drain, in fact, comes from anxiety caused by a sense of unease at work. From that perspective, wearing PPE might actually help employees be more productive at a time like this.

What if employees claim their PPE is getting in the way? Look for workarounds. Perhaps someone who finds a face covering to be distracting would be better off working at home. Simply getting him or her a softer mask could solve the issue.

4. How will I get employees to comply?

When introducing new policies, there’s always a question about how workers will respond. If they don’t buy into your plan, then it isn’t going to be effective. The key is to involve your team in crafting the policy.

Solicit their input when putting together your PPE policy. Keep them in the loop about your decisions related to how and when to re-open the office. Transparency boosts engagement and encourages compliance.

Most importantly, listen to your employees’ concerns about returning to work. Take steps they suggest to make everyone feel more comfortable.

5. What should I provide?

According to OSHA, employers must provide the PPE necessary for employees to do their jobs safely. That guideline, however, has a lot of room for interpretation. Arguably, no customer-facing job is perfectly safe right now.

The basic piece of equipment is a face mask. While employees may opt to bring their own, it’s important to provide backups if necessary. Keeping gloves and hand sanitizer stocked and accessible is also a good idea.

If your employees interact intimately with customers, plexiglass shields should be provided. At high-risk companies, such as nursing homes and doctor’s offices, full-body protective coverings may be necessary as well.

6. What consequences should I impose?

The toughest part of creating a PPE policy is figuring out what to do if employees break it. Not every infraction is intentional, and not all sanctions work with all employees.

What will you do if someone forgets their PPE on accident? What if it slips off in the course of their work? And what if the same team member keeps violating your policy?

For first-time accidents, a verbal warning is plenty. Perhaps repeat offenders are required to work from home for a certain length of time. Intentional offenses should be punished more seriously.

No one knows how long the pandemic will last. It’s probably safe to say, however, that the virus isn’t going away anytime soon. Using PPE at work may become the “new normal.” Design your policy thoughtfully, and get buy in across your team: You may need it for the long haul.

20 One-Minute Hacks that Will Boost Your Productivity

By John Rampton | Time Management | No Comments

Even the most successful people have had their struggles with productivity. If they didn’t, then there wouldn’t be the insurmountable resources available at their disposal. But, whether it’s a book, video, podcast, or article like this one — the quest to produce more in less time goes on forever. Here are 20 one-minute hacks that will boost your productivity.

Here’s the thing though. Boosting your productivity doesn’t have to some grand, life-altering spectacle. In fact, sometimes the most powerful methods are the smallest ones. Case in point? The following 20 hacks that only take around a minute to complete, but will definitely give you that much-needed productivity boost.

1. “What’s one thing I’m committed to doing today?”

When you wake-up in the morning don’t look at your phone. After all, it will make you more stressed out and overwhelmed, as well as more difficult to prioritize tasks. And, it can even make you feel like you’re already behind in your day.

A better idea is to ask one simple question, “What’s one thing I’m committed to doing today?” It’s a simple and effective way to focus and prioritize what’s most important. If you can’t just settle on one item, then consider creating a 1-3-5 to-do list. Here you would simply jot down one large task, three medium-sized tasks, and five small tasks that you want to complete.

2. Make your bed.

“If you make your bed every morning, you will have accomplished the first task of the day,″ retired U.S. Navy Admiral Seal William H. McCraven said in a commencement speech at the University of Texas. “It will give you a small sense of pride, and it will encourage you to do another task, and another, and another.

“And by the end of the day that one task completed will have turned into many tasks completed,” added McCraven. What’s more, research from the National Sleep Foundation has found that making your bed in the morning can lead to better rest at night.

3. Eat cake for breakfast.

“It doesn’t literally have to be cake,” says Beyond the Headline podcast host Jenna Abdou. But, “the point is to find a way to eat something that brings you joy in the morning.” Additionally, Abdou believes that this can also be used as a mindfulness exercise and help you practice gratitude — both of which boost your productivity.

Whatever you have for breakfast, Abdou says, “Savor it without using your phone or thinking about work and responsibilities.” Instead, “Enjoy the moment, and think about all of the things that are going right in your life.”

4. Disable notifications.

According to one study, it was found that when working in front of a computer, the average person gets distracted or interrupted every 40 seconds. That’s just mind0boggling. The easiest solution here would be to just turn off your smartphone or at least disable email, social media, or instant messaging notifications.

You can also set screen time limits on your Android or iPhone. Or, you can block apps or distracting websites at certain times using tools like Offtime, Freedom, Moment, or RescueTime.

5. Adopt positive affirmations.

“We tell ourselves things we want to believe and over time we convince ourselves that they are true,” explains Deanna Ritchie, Editor-in-Chief at Calendar. “If we allow ourselves to repeat self-deprecating thoughts, we will also start to believe these thoughts — even if they aren’t true.” Eventually, “These thoughts weaken our well-being and can lead to loss of motivation, decreased self-worth, and even depression.”

Want to counter this debilitating mindset? Repeat positive self-affirmations. In fact, research shows that these have the power to decrease stress, increase creativity, and improve problem-solving skills.

Deanna suggests that when you aren’t feeling motivated, try out the following four self-affirmations:

“I Will Make Today a Great Day.”
“I Have a Lot to Offer.”
“I Will Never Give Up.”
“I Am Imperfect, and That’s OKAY.”

6. Say “no” to at least three things.

I do this every Friday when planning out next week. I just scan my to-do-list and calendar. I then identify three commitments that aren’t worth my time. For instance, I could swap out an hour-long virtual meeting with a 15-minute phone call or not RSVPing to an event that I was on the fence about.

7. Abide by the two-minute rule.

Made famous by David Allen in “Getting Things Done,” this is a straightforward concept. If there’s something that takes you under two minutes to do, just do it instead of putting it off.

Moreover, as James Clear explains, you can also use this technique to stop procrastinating and form new habits. Examples would be reading one page of a book at night or tie your running shoes as opposed to proclaiming that you’re going to run 3 miles.

8. Work on Pomodoro time.

Hopefully, you’re aware of this popular time management strategy. If not, it’s where you break your time into 25-minutes of work followed by a 5-minute break. After four Pomodoros, you would take a longer break, like 15-minutes. The reason why this works is that it helps you eliminate burnout and manage distractions.

9. Apply the spider technique.

Another way to fight back against distractions? Try out the spider technique.

“If you hold a vibrating tuning fork next to a spider web, he will come out because he thinks it is a prey,” explains Sabine Staggl. Co-founder of Noisli. “If you repeat this over and over, the spider won’t come out anymore because he has learnt that there will be no prey waiting for him.”

“The same goes for your distractions,” adds Staggl. “You can train yourself and learn to not pay attention to the distractions around you.” And, you can do so by forcing yourself to re-focus, knowing your weaknesses, and avoiding them. For example, if noise is an issue, then you could invest in a pair of noise-canceling headphones.

10. Optimize your life in seconds.

Here’s a common problem when it comes to productivity. We tend to add things to our life. For example, because health plays such an integral role in how productive we are, you might begin an exercise regiment.

What’s the issue here? Well, if you’ve never made much time for physical activity before, then suddenly adding an hour to your day for this activity can be overwhelming. Instead, you make incremental improvements. In this case, you could walk when on the phone, go outside for one-on-one meetings, or invest in a standing desk.

Other suggestions would be learning keyboard shortcuts or avoiding Parkinson’s Law. You may also want to download time tracking software to help you see how you’re spending your time.

11. Try one-moment meditation.

Why should you meditate? Well, science shows that it has the ability to reduce stress, control anxiety, enhance self-awareness, and lengthen attention spans. But, that’s not all. It can also improve sleep, prevent age-related memory loss, and diminish the perception of physical pain.

Best of all? You can meditate anywhere. Seriously. Martin Boroson, Founder of the One Moment Company, states that instead of wasting time when stuck in traffic or waiting in-line, use that moment to find peacefulness and become more present.

12. Learn your ABCs.

As noted over at HBR, the ABC method is a quick and easy way to improve your focus and prevent distractions from interrupting you. First, you need to become aware of what’s distracting you. Next, breathe deeply. And, finally, choose what you want to do next thoughtfully.

13. Clear up your computer and desktop.

“A clean desk or desktop can be like taking a deep breath, allowing you to focus,” says psychologist Pamela Rutledge. On the flip side though, a cluttered one can make you feel anxious. It’s also much harder to locate items when you need them.

And, if you make this a daily habit, it will only take a moment to achieve. For example, throw away any trash that’s on your desktop, return items to their home, remove unnecessary desktop icons, and close tabs when not being used.

14. Eat, drink, and chew gum.

I’m talking about consuming “brain” food like blueberries, fish, and avocados. Staying hydrated and drinking coffee more strategically. And, when do need an energy boost, smell citrus or herbs like rosemary. These have been found to stimulate alertness and improve focus.

And, when all else fails, chew a piece of gum. It’s very simple. But, this can increase the flow of oxygen to parts of the brain in charge of attention.

15. Look at a photograph.

“When I face a tough decision, I look at a picture of myself as a toddler that I carry in my wallet,” said Google Associate Product Marketing Manager Martin Aguinis. “I ask myself, ‘Am I making this younger version of me proud?’”

“Looking back at this picture reminds me that I need to compete with myself to produce more,” adds Aguinis.

If that’s not your cup of tea, then view images of cute animals like puppies. As one study shows, this can improve your focus since it can make us more alert and engaged.

16. Delegate by following the 70 percent rule.

As you know, delegation is a tried and true way to free-up your time. But, what tasks should you hand-over to others?

Don’t spend too much time thinking about this. Instead, follow the 70 percent rule. In a nutshell, this means that if 70 percent of something can be done better by someone else, then delegate the responsibility to them. Like, I know a little bit of coding. But, when it comes to troubleshooting my company’s app, I have more talented developers work on it.

17. Automate recurring tasks.

For all of those tedious and recurring tasks you have, use a tool like IFTTT or Zapier to automate them. One example could be having a recently published WordPress article automatically shared on your social channels.

18. Use dictation.

According to a study from Stanford, speech-to-text is three times faster than writing. So, consider using your voice to add calendar entries or compose messages or to-do-lists.

19. Change-up your work location.

I’m known for working in multiple places throughout the day. Like I might work from my desk in the AM, but then get out of the office and work from a local cafe. Even if you can’t do that, at least experiment with different work stations in your office or home to keep you from falling into a rut.

20. End each day by asking “Did I do my best?”

To me, this reminds me of Ben Franklin’s daily routine. But, this technique has been used by freelance writer Daniel Dowling to replace ambitious and unrealistic goals.

While it may seem vague, it completely transformed his productivity. “Without asking myself if I’d done my best each day, I’d either have wallowed in self-reproach or failed to reflect on my performance at all,” explains Dowling. “Instead, I’d turned self-criticism into a self-improvement habit.”

The Importance of Giving Up – to Soar

By John Rampton | Appointment | No Comments

Should You Offer Unlimited Vacation Time?

Way back in the day, I came home from little league. My mom asked me how it was. Without hesitation, I told her that I wanted to quit. She asked me why? I told her I was sick of the coach letting his son pitch because the son was so awful. Then, when the game was nearly lost — Coach would put me in as pitcher — and he’d expect me to win the game — no matter what had to be done.

If I couldn’t pull out the win — Coach would rant and scream at me and the whole team. I wanted to quit. If I complained, Coach would stick me in the outfield swatting away at flies. I didn’t mind if I was playing first base like Frank Thomas or Jeff Bagwell. My mom told me that I’d never get as much training as I would receive pitching under that kind of pressure.

It was then that my mom threw a Vince Lombardi quote in my direction. “Winners never quit, and quitters never win.” And, in case I forgot, there were also some pretty amazing outfielders I could emulate like Ken Griffey Jr., Tony Gwenn, and Mickey Mantle.

I gave up on my dream of being the starting pitcher for every game — I stopped resenting the coaches’ son. Instead, I focused on what I was good at — hitting and running, and I tried to make sure I helped pull out a win under stressful circumstances. And, in hindsight, that was a win-win.

I gave up on my dream of being a major league baseball pitcher.

That’s not to say it was easy to switch my mindset. No one likes giving up on their dreams. But, this taught me a valuable lesson. There are times in life when throwing in the towel is important.

The Scientific Case for Giving Up

“Realizing that an attempt to achieve something is not accomplishing its goal, and then stopping that behavior, can actually be beneficial,” writes Claudia Lopez-Lloreda for Inverse. “When confronted with a difficult challenge or obstacle, animals often ‘give up’ to conserve energy between attempts or to identify other strategies to succeed — or reassess if the effort is even worth it.”

A research group led by Misha Ahrens at the Howard Hughes Medical Institute was responsible for this finding. But, Ahrens is far from the only researcher to scientifically prove the benefits of giving up.

“A laser-like focus on one goal (like a promotion) often prevents us from seeking out new opportunities for learning and growth,” writes Jennifer Gueringer on the NetCredit blog. “In fact, a survey of Stanford Business school alumni found that those who held five or more positions in 15 years were nine times more likely to reach senior management than those with fewer roles.”

“The effects are physical, too,” adds Gueringer. “A Concordia University found that teenage girls who were unable to disengage from difficult goals exhibited increased levels of C-reactive protein, an inflammatory molecule linked to diabetes, heart disease and early aging in adults.”

You’ll Accomplish More

I know that sounds counterproductive. But, bear with me for a second.

Recall a time when you were procrastinating. Maybe you were dreading the task, just not feeling it, or didn’t have the skills or knowledge to complete it. Regardless of the exact reason — you stubbornly kept trying to tackle this task.

What happened next? You may have originally blocked out two hours of time to get this thing done. Now you’re approaching three or four hours. And, before you know it, you’ve screwed up your entire schedule for not just the day, but the entire week. The reason? What you have planned to do today gets moved to tomorrow and so forth.

Also, even if you were able to cross this item off your list, you’ve spent way more energy on it then you should have. As a result, you’re too drained to focus on anything else that’s of importance.

The better option here would be to move on to something else that you can actually do well. You may even want to delegate or outsource to someone else.

You’ll Be Happier and More Creative

As Raj Raghunathan Ph.D. writes in Psychology Today, there is something called ego depletion which suggests that “willpower is a limited resource.” If you’re obsessed with achieving a goal, that means you’re sacrificing other goals “whose achievement also depends on the same pool of willpower.”

There’s also hyperopia. It’s similar to the above where you “sacrifice your present-day enjoyment for the sake of a future that may never really arrive.” What does that mean? Well, “it may be more important to give up on goals that take too much out of us than to pursue them at all cost.”

Speaking of goals, if a goal is tied to a reward — it may sometimes hinder creativity and problem-solving.

“Rewards can perform a weird sort of behavioral alchemy: they can transform an interesting task into a drudge,” Daniel Pink wrote in his book Drive. “They can turn the play into work,” Pink adds. “And by diminishing intrinsic motivation, they can send performance, creativity, and even upstanding behavior toppling like dominoes.”

Besides goals, here are some other things that you should give up if you want to be happy and successful:

Perfection. You already know that perfectionism is unrealistic, stressful, and prevents you from finding new opportunities.
FOMO. The so-called, Fear Of Missing Out can cause you to spread yourself too thin and it diverts your attention away from your priorities.
Negative self-talk. If you engage in negative self-talk, it holds you back from achieving your dreams — and it can do other weird things to you too. Just watch someone who loves this awful habit — you hate to be around them, huh?
Comparing yourself to others. Comparing yourself to anyone but yourself is unproductive and self-destructive.
Toxic relationships. Spend time with people you love and who love you back. Toxic people are a waste of time, energy, and will only drag you down.
The fear of failure. Everyone fails. Accept that fact, and learn from each experience — or don’t learn from it — just get past it.

The End is the Beginning is The End

Do you need one final reason for quitting? How about it gives a clean slate to live the life you want?

Yes — quitting at anything is usually easier said than done. But, take that leap of faith and ditch the things that are holding you back and causing you distress. For example, if you’re miserable because you feel like you’re in a dead-end job, quit and launch your own business.

Quitting a job may not be in your future and it’s going to be hard and scary. But, this type of quitting is a better option than being stuck in a situation that is depriving you of living the life that you want. Remember, life is short. So, use your life, and spend this valuable resource however you want.

How to Know When It’s Time to Give Up

There isn’t an exact answer to whether it’s time to give up. But, Cloris Kylie Stock from Tiny Buddha has put together five signs that may help you decide if now is the time to quit — or if it’s time to buckle down and win.

You aren’t enjoying life to the fullest because your quest to solve a problem as taken over your life.
No matter how hard you try, you can’t visualize a positive outcome.
You start to feel poorly about yourself.
Even though a goal involved others, you’re the only person who has an interest.
When you wake-up in the morning, you think about giving up.

Remember to analyze the pros and cons of what and when to give up. The “give-up” should come rarely in your life, and it should only be deployed when it will be for your greater good. Plan carefully — make your give-up a win-win.

How to Make Group Counseling Work for Your Team

By Jason Barnes | Business Tips | No Comments

Even the strongest team sometimes hits a rocky patch. That doesn’t mean it’s a lost cause, but rather that a group conversation is in order.

Group activities are critical for whole-team wellness. If group dynamics are an issue, however, a basketball game isn’t going to solve them. Group counseling may be just the ticket to get things back on track.

Similar to individual talk therapy, group counseling involves unpacking things together in order to create space to grow. The beauty of this approach is that it can be used regardless of the team’s challenges.

But you can’t simply sit everyone down and hope they figure it out. To make group counseling work on your team:

1. Discuss why you’re doing it.

The word “counseling” can be scary. Don’t blindside members of your team. When people don’t know why they’re being asked to engage in group counseling, they may approach it with apathy or even hostility.

To create a sense of safety, give your team an honest “why.” Although there’s no wrong reason to invest in group counseling, common reasons for doing so include:

Resolving tensions that have been building on the team
Promoting harmony through stronger communication
Building a stronger sense of community in the office
Giving team members tools for conflict resolution
Ensuring a new hire gets a great team experience

2. Destigmatize counseling.

Unfortunately, mental health services are still stigmatized in some circles. Things are changing, but years of assumptions are difficult to break. And those assumptions can lead employees to resist the idea of group counseling.

Do your best to normalize the concept of counseling. If you go to therapy yourself, that would be a good time to bring it up. If not, mention a few celebrities or other cultural icons who’ve benefited from it.

Make clear, too, that group counseling isn’t designed to diagnose anyone with any disorder. Nobody is going to walk away with a prescription or in a white coat. The goal is merely to promote harmony on the team.

3. Be clear about who needs to be there.

A group counseling session is similar to any other team meeting in at least one way: If someone doesn’t need to be there, then they shouldn’t be. You’ll want to limit attendance to the individuals who need it.

If it’s just the sales team that is struggling to get along, don’t add marketers into the mix. If just three salespeople seem to be at odds with each other, you might not even need the whole sales staff.

What if multiple departments could use counseling? Start with the most interested one. Let them show the rest how productive group counseling can be.

4. Get a professional to facilitate.

Counseling is a skill. It may look easy, but that’s because facilitators spend years practicing it.

Because many group counseling sessions look like any other conversation, business leaders are sometimes tempted to take it into their own hands. But having a certified counselor lead the session both ensures a better outcome and takes pressure off the leader.

Look for a counselor with a Master’s in the field and an active license. As a neutral party, that person can come into the situation without the baggage that employees and managers have.

If you’re not sure where to start, ask for referrals. Chances are, someone in your entrepreneurial network has tried team counseling.

5. Consider the when and the where.

Part of getting everyone on the same page involves scheduling. Before choosing when and where to hold the group counseling session, ask yourself:

Will the session happen during or outside of regular work hours?
What day of the week works best for everyone? Are weekends an option?
Will you use the office space or go to a more neutral location?
How long should the session last?
Might a follow-up session be needed?

If someone on the team isn’t comfortable with a certain time or place, listen to them. It’s vital that everyone involved is ready to open up.

6. Decide what to do afterward.

After the group counseling session, bring everyone back to discuss their experience. Assessing how helpful the session was will help you decide whether to schedule a second one.

There’s nothing wrong with a one-off counseling session. If the team found it valuable, however, it might be worth setting up a monthly or quarterly conversation. If budget is an issue, consider attaching an annual session to a team development day.

Group counseling can help not just struggling teams, but also thriving ones. Simply being more comfortable around your co-workers is reason enough. When in doubt, talk it out.

It’s Okay Not to Be Okay —You Can Still Work

By John Rampton | Knowledge Base | No Comments

50 Top Productivity Quotes For Work and Life

In addition to your existing responsibilities, you’re probably also worried about the COVID-19 pandemic, social unrest, and the uncertainty of the future. It’s fair to say that feeling overwhelmed is the new normal. But, it’s okay not to be okay. You can still work.

Obviously, “not being okay right now” is going to interfere with your work. And, here’s where it becomes a vicious cycle. You can’t focus and fall behind — then it’s A LOT worse — and you’re even more anxious.

Here’s the thing though. It’s okay to not be okay right now. There’s a lot going in the world and you have every right to feel this way. At the same time, you can still be productive — even if it’s not at the level you’re accustomed to.

Clear your calendar.

When you have a minute, pull up your calendar and give it a look. Are there any tasks that could be delegated or deleted? Any upcoming meetings that could be rescheduled or replaced with a quick phone call? What about recurring events or commitments that no don’t fit into your schedule?

The point of this exercise is to clear the clutter from your calendar so that only your priorities are booked. The reason why this can be effective is that your day may not seem as overwhelming since there isn’t much left on your plate.

And, whatever is left can then be broken down into more manageable pieces. That makes getting started a whole lot easier.

Meet in the middle.

Sometimes we tend to get stuck in the linear trap. What exactly does this mean? Well, take writing a blog as an example. If you’re generating a top ten list you start with one and follow the sequence until ten.

But, sometimes when you’re stuck, that can be overwhelming. That’s why a writer friend suggested to Therese Borchard to start in the middle.

“There is less pressure in the middle,” explains Borchard in an Everyday Health article. “The beginning and the end are too weighted.”

“I’ve been using this wisdom not only when I am stuck as a writer,” Borchard adds. “But also when I’m paralyzed by the laundry, when the dishes chase me, when my cluttered desk scowls at me, when I can’t concentrate at work, when socializing is less enjoyable than a dental cleaning.” And, you can even apply it “to larger things, too: choosing a career, navigating a stagnant relationship, figuring how I’m supposed to parent.”

Why is this effective? Because life isn’t always linear. “As much as I want to place it between bookends, it’s messy and confusing, absurd and irrational,” states Borchard. “It lacks a beginning and an end, a straightforward path with an explanation” and is “full of questions with few answers.”

Lean into the wind.

Raymond DePaulo, M.D., author of Understanding Depression has a phrase to use whenever you’re trying to work while depressed: “You have to lean into the wind.”

What on Earth does this mean? Well, there are several ways to interrupt this phrase. But, personally, I think it’s about reminding yourself that this is temporary. And, more importantly, using these changing patterns to your advantage.

For example, when you’re in a good place and feeling uber-productive, get as much work out of the way. If you do happen to fall into a slump again, you’ll be ahead so that you won’t have that anxiety of falling behind.

On the flip side, when you’re feeling down, use that time to attend to yourself. Maybe engage in a little self-care, recite positive affirmations, or just take the day off.

Spruce up your workspace.

When was the last time you cleaned and organized your workspace? If you can’t recall, then right now is a great time to do so. After all, a tidy workspace saves you time, reduces stress, and can even fuel creativity.

And, while you’re at it, decorate and personalize your workspace as well. A study in The Journal of Environmental Psychology discovered that this can increase productivity and overall energy. Additionally, you may want to invest in a standing desk and ergonomic furniture.

Deactivate the “Me” centers of your brain through meditation.

What exactly is a “Me” center? Well, according to Rebecca Gladding M.D., this is “the part of the brain that constantly references back to you, your perspective and experiences.” It’s referred to this “because it processes information related to you, including when you are daydreaming, thinking about the future, reflecting on yourself, engaging in social interactions, inferring other people’s state of mind or feeling empathy for others.”

Since this is the default mode network (DMN) that’s responsible for mind-wandering and self-referential thoughts we want to turn this off. After all, it’s been found that mind-wandering is associated with being less happy, ruminating, and worrying about both the past and future.

Thankfully, meditation can deactivate these “Me” centers. As a result, this will help pull you back into the present and encourage you to focus on the task at hand.

Don’t believe the 8-hour workday lie.

Prior to social reformer Robert Owen calling for “eight hours labor, eight hours recreation, and eight hours rest,” factory workers put in a brutal 12 to 14 hours. While that’s definitely progress, this remains that standard for employees well over a century later. And, that’s not conducive to most modern gigs today.

“It’s all but impossible to actually work for eight hours a day in the jobs so many of us now have,” writes Lizzie Wade opines over at Wired. “Like most people writing hot takes and think pieces about productivity, I’m focusing on knowledge workers here—those of us who work at desks, mostly in front of computers, in offices or from home.”

Wade is right on. According to a study from Stanford, working long hours doesn’t make you more productive. In fact, once you’ve clocked in 55 hours per week, productivity plummets so much that it’s pointless to work any more.

So, I propose that you change that mindset. If you’re able to knock out your top priority for the day, some administrative work, and a video meeting in around 4-hours, I would say that you had a productive day. In other words, focus more on the quality of what you’re doing instead of the hours you’ve put in.

Phone a friend.

If you have someone that you trust a friend, family member, or colleague, call them up when you’re not at 100%. Mainly this is because talking can lead to catharsis. In turn, you feel a sense of relief and have cleared your head so that you can focus.

What’s more, talking to someone else gives you the opportunity to spitball ideas or solve a problem together. Even if you aren’t using these ideas at the moment, you can use them to steer you in the right direction. For example, if you’re struggling with fresh content for your business, you and a co-worker could at least develop a list of ideas to work from. They may not be developed just yet, but it’s a starting point.

Cut yourself some slack.

I can’t stress this enough if there was ever a time to be kind to yourself, it’s now. So what if you only worked for 4-hours or took an hour-long walk outside? Is it really the end of the world if you didn’t respond to an email today or cross-off all the items on your to-do list?

Give yourself a break here and do the best you can. Giving yourself a break may mean admitting that you’re not perfect. It’s about making yourself a priority and practicing self-kindness. And, it’s the perfect time to reevaluate your goals to make sure that they’re reasonable.

But like David Kessler says — “You don’t have to find a meaning.” Sometimes you just have to go through this “meaningful moment.” (I just watched David Kessler at a grief conference – Open to Hope. Amazing.)

Stop chasing productivity.

“Every waking moment of your life does not need to be optimized to make you a better, more profitable you,” says career coach Meghan Duffy. “Pandemic or otherwise, you have worth outside of your output.”

Personally, I’ve found that between the pandemic, social issues, and a lot more time to myself, that being included in the 48% of Americans who considered ourselves “workaholics” was no longer a priority. There are just more important things in life besides work.

In fact, I’ve cherished the moments of literally doing nothing as of late.

“Sometimes doing nothing, lounging on the couch and relaxing are great forms of self-care,” explains Elizabeth Beecroft, LMSW. That may sound counterproductive. But, having disconnecting and unplugging have done wonders for the mind, body, and soul.

Ask for help.

Finally, if you are truly struggling then please meet with a mental health professional. Since many of them provide online or phone sessions, it’s never been easier to fit a session into your busy schedule. Most importantly, you have someone to talk to and they can offer strategies to help you cope and manage your anxiety or stress.

Some of your productivity right now, in this current moment, may be taking care of yourself. Taking care of yourself will mean that you can get back to your work.

5 Ways to Encourage Reading at Your Workplace

By Jon Bradshaw | Business Tips | No Comments

Many business moguls, including Warren Buffett, swear by reading. But while reading is a great way to grow, it’s awfully time-consuming.

If members of your team are struggling to find time to crack a book, productivity hacks can help you make space in your schedule. Tactics like time-blocking can prevent other priorities from stealing time you’d meant to spend reading.

Encouraging employees to carve out reading time makes sense on multiple levels. Not only is it a great approach to personal development, but it also builds community. Book clubs help team members connect from afar, and everyone appreciates a good book recommendation.

Reading is a key employee development strategy, especially at a time when people are stuck at home. Take a look at these tips to get your team members into the habit:

1. Set the example.

Like other aspects of company culture, teamwide reading starts at the top. If you never read anything, then how can you expect your employees to do so?

Start by setting a goal for how much you want to read in a month. Also, make note of what you want to read. Once you get into a rhythm, you can challenge yourself with more frequent reading or more challenging literature.

Not sure what to start with? Consider some of this year’s top-rated leadership books, such as Brené Brown’s “Dare to Lead.”

Don’t worry too much about showing off your reading. In team conversations, you’ll naturally bring up ideas that you find interesting. Soon, others on the team will start to do the same.

2. Start an office book club.

Reading might not seem like a social activity, but it’s a great way to build relationships. The readers on your team can provide new perspectives, which are fun to discuss and can enhance your leadership skills.

A book club is a great way to do this. Select a different book each month and designate a time to discuss it. Let a different person choose the next book when you’re finished. Make a game of it: Perhaps the first person to finish the current book gets to select the team’s next read.

The books chosen do not need to be directly related to work. The benefits of reading can come from fiction as well. You might be surprised by what insights you can glean from even the most “left field” readings.

What if people can’t agree on what to read? Don’t force everyone on the team to read the same thing. A happy hour where people discuss their favorite books is less formal but still beneficial.

3. Create an office library.

Sometimes, the barrier to reading is merely accessibility. If there are reading materials around, people are more likely to utilize them.

Think about waiting rooms: Customers naturally pick up magazines left out to pass the time. An office library takes this to the next step by giving meaningful and varied choices to your team.

Of course, you’ll need books to fill the library. Get your employees’ help choosing what to include. Aim for a good mix of nonfiction and fiction books.

Bookcases are a must, but you can’t just put books on a shelf and call it a day. Change up your display periodically. Implement a checkout system so you can track what’s been removed and returned.

Finally, make sure your library has a reading space. Put a comfortable chair by a window. Leave out a selection of coffee and tea nearby.

4. Set up a Goodreads account.

Goodreads is a site that tracks the books you’ve read. Readers are able to friend each other and see what people are reading.

Until COVID-19 is over, this is one way to make an office book club work remotely. Set up a company account and ask employees to connect their personal accounts to it. Give a small incentive, such as a gift card, to the employee who manages to read the most books in a quarter or year.

5. Stick with it.

A reading culture won’t take off by itself. The good news is, you don’t have to be the one to keep it going. Appoint a team member who’s a particularly voracious reader.

Consider giving a raise or desirable title to the person leading your reading group. Even extra days off can make tempt people to take the position.

What if the book group’s leader is struggling to make enough time for it? Encourage them to delegate some of their other responsibilities. Creating culture can be a full-time position by itself, so don’t treat it as a small side project.

When you put the right pieces together, you can have a robust reading culture. And when team members are constantly consuming new ideas, they become more valuable to the company. Treat reading like a critical part of their professional development because, after all, it is.

Find a Way To Go On Vacation Post Haste

By John Hall | Appointment | No Comments

Maybe it’s in my blood since my grandparents were exceptional globetrotters. But, I’ve always loved to travel. Getting to take in new sights and sounds, as well as have new experiences, is exhilarating. Additionally, it’s good for you physically and psychologically.

It’s true. According to the American Psychological Association, research has found that vacations gave the following benefits:

Improved life satisfaction. “A study of over 3,000 Canadian workers found that taking more paid vacation days was positively associated with both overall health and life satisfaction,” note the APA. Why? Because getting away improves work-life balance and decreases pressure associated with work.
Physical improvements. According to a Framingham Heart study, vacations reduce the risk of heart disease. In fact, those who frequently vacation tend to have longer and healthier lives.
Mental health benefits. Vacations have also been found to decrease levels of the “stress hormone” cortisol, as well as anxiety. The reason? They take us away from activities and environments associated with stress and anxiety. Even taking a three-day leisure trip will do the job.
Improved productivity. “A study conducted by the Boston Consulting Group found that professionals who were required to take time off were significantly more productive than those who spent more time working,” explain the APA. That may not far-fetched, but vacations give us a chance to rest and recharge.

But, wait. There’s more!

You can also use vacations to help you get back to a healthy sleep routine or bond with loved ones. Traveling also helps you avoid burnout, enhance creativity, and boost resiliency. You also gain new perspectives. And, well, it’s just fun to get out of Dodge.

While going on vacation usually involves a lot of planning, there are ways to dip out ASAP.

Be flexible.

Beggars, as they say, can’t be choosers. In this case, if you’re looking to go on a last-minute trip, then you can’t be too picky. After all, the destination you may have had in mind may not be an option because it’s too expensive.

There could also be availability issues for flights of lodging. And, logistically might not just not possible — think if you needed to renew your passport or didn’t have time to fly across the world.

With that mind, be open to traveling to new destinations. And, if possible, be flexible with your travel dates. Usually, it’s cheaper to fly on Thursdays and Saturdays. Hotels are typically more affordable during the week as well. Of course, this all depends on where you’re traveling to and from. The idea is to do some research and be malleable with your schedule.

Go against the grain.

Let’s say you decide to get away on the 4th of July weekend and you live in major East Coast metro area, like NYC or Philly, you can bet that everyone will be heading to the shore. And for anyone who doesn’t like the beach, the other options in this area would be mountains like the Poconos, Catskills, or Adirondack.

Knowing this, why would you try to fight with all of these other travelers? Between wasting time precious travel time, like sitting in traffic, and trying to find a place to stay it may not be worth the aggravation. So, you may want to think differently and maybe even go-off-the-grid by visiting a small town nearby or traveling internationally.

Besides the 4th of July example, consider traveling off-season. Personally, I like visiting Europe during the winter or early spring because it’s not as crowded as the summer. The weather may not be ideal. But, at least I don’t have to deal with large crowds.

Search for last-minute package deals.

There are a number of sites dedicated solely to finding last minute travel deals. Examples include Last Minute Travel, Travelzoo, and Travelpirates. You can also use Groupon, Google Flights, and Hotel Tonight to find travel deals. In fact, Airfarewatchdog has an awesome Weekender tool that lets you find flight/hotel packages for, well, the upcoming weekend.

A lot of these deals will bundle flight and hotel deals together. That means you could get a bargain on an amazing trip. I would just read the reviews first to make sure that everything is on the up and up.

Take a road trip.

Don’t overlook the good old fashioned road trip. From my experience, this is one of the best ways to go on a vacation post haste. All you need is a full tank of gas, some tunes, and refreshments. Besides, booking a last-minute flight can get hectic and pricey.

There’s another perk, hotel prices tend to drop drastically as you get closer to check-in. The reason is that they have empty rooms to be filled. So, you could end up finding a room for an incredible price.

Additionally, you don’t have to make it an overnight trip. You could just make your adventure a day trip. For example, if you live in NYC or Philly, you could definitely spend the day at the beach and then come home.

Plan a staycation.

Whether if it’s because of your budget or logistics, you may want to consider a staycation. For example, you could take the day off from work and treat yourself to a DIY spa day or getting outside and taking a hike. If you have kids, you could have a family game night or go camping in your backyard. You could invite friends over and have a film festival or volunteer together. Or, you could sign-up and take a class, either online or in-person, to learn a skill you’ve always wanted to pick-up.

But, just because it’s a staycation doesn’t mean you have to literally stay home. Explore your area by visiting a museum or trying out a new restaurant. If there are any live events going on, like a baseball game or concert, go check them out. Or, better yet, just walk around in a different part of town and see what you run into.

Take a virtual vacation.

Of course, in the times of COVID-19, going on a vacation may not be possible. Even having company over for your staycation may not fly. There is a silver lining though; virtual vacations.

“As with any form of travel, plan your trip in advance by setting up your itinerary,” explains Imani Bashir over at Lifehacker. “You get to decide where you want to go, what you want to see and even what activities you can partake in—all without the hassle of worrying about how you’ll get there.”

“If you can, provide yourself with a space apart from where you sleep or do your work so you can fully immerse yourself into the virtual travel experience,” suggests Bahir. “As much as possible, recreate the ambiance and vibe of your chosen destination.” For example, if you’re going to “the beach” light scented candles that smell like the ocean and put on the sounds of waves. If “visiting a virtual amusement park, try recreating this funnel cake recipe.”

Now, here’s the best part, you can travel anywhere your heart desires. You can talk a walk on Waikiki Beach, explore the Serengeti, or take a guided tour of London. You can even see a Broadway show or rock out to your favorite bands via live stream or virtual concert.

Make Your Customer Experience Better

By John Rampton | Business Tips | No Comments

Without customers, your genius, innovative, and potentially millionaire dollar idea is worthless. That may sound harsh. But, that’s just reality. Your customers are the lifeblood of your business. And, as such, you need to do everything to improve the customer experience.

What exactly is the customer experience?

I’m glad you asked. Forrester Research defines customer experience, also known as CX, as, “How customers perceive their interactions with your company.” That includes the first impression you’ve made with them to becoming a happy and satisfied lifelong advocate.”

To put that more directly, if customers have positive experiences with your company, the more likely they’ll come back for more. They may even begin to refer your business to others because you’re so awesome.

What’s more, studies show that consumers are more willing to pay more for a better experience. So far, this sounds like a win-win.

Isn’t the CX the same thing as customer service?

Not exactly. Customer service is just one part of CX.

That may sound confusing. But, think of it this way. You take your car to the maniac to get it fixed. Everyone at the shop is pleasant, and it was painless scheduling an appointment. However, when you pick your vehicle up, the problem wasn’t fixed. And, to make matters worse, they overcharged you.

Even though the customer service aspect was outstanding, the experience overall was terrible. But, if the mechanic fixed your car faster and cheaper then quoted, you would have a stellar customer experience.

Hopefully, that clears up the difference. Now, let’s explore nine ways that you can make the customer experience better.

9 Ways to Improve Your Customer Experience

1. Create a clear customer experience vision.

If you genuinely want to deliver an exceptional customer experience, then you first need to have a clear customer-focused vision. Besides providing you with a road map on where to go, these guiding principles are communicated with your team so that everyone is on board.

For example, Zappos has embedded its core values among its team. The result? The company has earned a positive reputation for fulfilling and wowing customer expectations.

If you’re stuck, McKinsey recommends answering the following key questions:

What is a company’s appetite for change in the near term? Is the goal to change the customer experience fundamentally or simply to improve it at the margins?
What is the gap between the needs and wants of customers and what they actually experience?
How can the company gain a customer-experience advantage against competitors?
At which point in the experience, should the company concentrate on having a real impact?
How do the overall capabilities of the staff support the customer experience the company wants to provide?

“One caveat: it is easy to err by aiming too low. In our experience, looking at historical performance and at whatever helped satisfy customers in the past can often make marginal tweaks seem good enough,” add Brooke Boyarsky, Will Enger, and Ron Ritter. “Understanding the fundamental wants and needs of customers must be a step in determining what a great experience for them should look like.”

That may seem like a lot to absorb. But, Robert Spector put it best. “Don’t reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what’s right. There’s nothing magical about this. That’s been my guiding principle. To make it work, you have to live it every day. Make it your mindset.”

2. Get to know your customers.

“The most valuable resource you can give customers is your time. Listen to them to uncover their real needs. Only then can you find a way to solve their problems or meet their expectations. Treat the cause, not just the symptoms.” — Ginger Conlon

I would think that you already know who your customers are. At the minimum, you should have information like their age, gender, geographical location, and possibly even their income. But, you should also beware of their hobbies and interests.

While undoubtedly useful, you need to go above and beyond by really getting to know your customers. It’s the only way that you’ll understand what their wants and needs are, as well as what motivates them. From there, you can segment them and create buyer personas. In turn, this will help you connect with them by empathizing with them or creating more personalized experiences.

Sam Walton used to do this by having face-to-face conversations with Walmart customers — either at restaurants or in the parking lot. That might not be an option nowadays. But, you could survey your customers through email, your website, or even good old direct mail.

You could also use historical data, like past purchases, and analytics. For example, which channels are driving the most traffic to your site or which features of product customers are engaging with the most.

3. Audit the customer experience from multiple internal perspectives.

“Since the customer journey is affected by every facet of your business, you mustn’t focus on only one department when conducting an audit of customer experience,” writes Clint Fontanella for HubSpot. After all, “customers interact in some way with every part of your business, so to gain a complete picture of CX, you will need to consider the unique perspective of each one of your internal departments.”

In most cases, this would involve the following three:

Marketing. Because they are focused on customer acquisition, “they will have the best insight into brand awareness and user expectations.”
Sales. These team members are key players during the early part of the customer journey. As such, they “have information on the challenges that customers are encountering daily and how they expect your product or service to address those roadblocks.”
Customer service. Because they interact with your customers most frequently, they are most knowledgeable in identifying the pain points of your customers.

4. Leverage AI and machine learning.

Gartner predicted that by 2020, virtual agents, think chatbots, will manage 85% of customer interactions. Does that mean that you should solely rely on technology when it comes to interacting with customers? Of course. When it comes to more complex issues, customers always prefer human interaction.

However, a majority of people will always choose chatbots if it saves them ten minutes. What’s more, chatbots can be to:

Provide 24/7 service.
Answers simple questions quickly.
Can educate potential customers on the products or services you offer.
Assist reps by providing them with essential information like your name and problem os that the customer isn’t repeating themselves.
AI and machine learning can review past behavior to help with predictive personalization and smart suggestions.

5. Forget regular “business hours.”

As just mentioned, technology can be used to deliver 24/7 customer service. That’s great when someone wants to ask a question or resolve a complainant promptly. But what about more complex issues?

For example, let’s say that you’re on a business trip. As you’re eating breakfast, you spill coffee on your dress shirt. Here’s the problem. It’s 8 a.m., you don’t have any other shirts, and the meeting starts in an hour. No way can get the shirt cleaned and pressed in-time. And, most stores aren’t open.

However, what if there was only one store in town that was? Because that saved your day, you’ll probably become a loyal supporter of that establishment. Even better, you’ll want to steer as many people as you can in their direction.

6. Deliver an omnichannel experience.

As defined by TechTarget, this “is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they’re shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.”

For example, you could welcome new customers with a discount on both SMS and email, signs-up for Facebook messenger updates, or can store online cart items on both their desktop and app.

Other examples would be Bank of America’s app that allows users to deposit checks and schedule appointments. And, there’s the Starbucks loyalty reward program. Even though it’s an app, users can add money via the app, website, or in-store.

7. Let customers help themselves.

As already mentioned, customers demand speed — hence why they’ve embraced chatbots. However, before interacting with a bot, their preferred choice is self-service. 70% of customers expect websites to include a self-service application. What’s more, 73% of customers prefer using a company’s site over live chat, social media, or SMS.

How can you make this a thing? Well, determine what your customer’s most common questions are so that they can be answered on the FAQ section of your site. Also, because most people tend to be visual learners, use images like screenshots and tutorial videos as much as possible.

Moreover, make sure that your search field is easy to use. For instance, using tags for specific keywords so that they aren’t scouring through hundreds of pages. And definitely make sure that your self-service portals have been optimized for mobile users.

8. Build a customer-centric culture.

If you want to successfully adopt customer-centricity, which is something only 14% of marketers have said is a hallmark of their company. You need to build a customer-centric culture. And, according to Denise Lee Yohn over at HBR, you can do so by:

Instilling empathy as a universal value.
When hiring, gauge potential employees, their customer orientation.
Democratize customer insights so that everyone has access to crucial information.
Encourage direct interaction with customers.
Keep your team happy and satisfied. If they feel good about your company, so will customers. As Shep Hyken pit it, “If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.”
Tie compensation to the customer.

9. Measure, optimize, repeat.

Finally, it’s essential to know that making your customer experience better is an ongoing process. Track metrics and continually seek out feedback and data on how to improve. Most importantly, make sure that you follow through and repeat what has worked.

8 Easy Ways to Make Customers Comfortable While They Wait for Their Appointment

By Gunjan Saini | Appointment, Business Tips | No Comments

There’s a lot that goes into fulfilling an appointment. In many ways, one person’s appointment depends on the execution of many previous appointments. And during busy times, every company falls on occasion.

When that happens, customers end up having to wait longer than expected. That can be frustrating for those who showed up early as well as those on a tight schedule. If it happens too frequently, customers may start showing up late or not arriving at all.

You may not always be able to shrink your customers’ waiting time, but you can enhance their waiting room experience. A good customer experience is what keeps people coming back, and the waiting experience is a big part of that.

It doesn’t have to be complicated or extravagant. Take a look at these simple ways to ease customers’ waiting anxieties:

1. Send reminders about waits.

Reminders should already be a meaningful part of your company’s scheduling practices. And if you monitor your appointments carefully, you can alert people when you start to fall behind.

A reminder about wait times helps customers mentally prepare. That way, they won’t be disappointed when they have to wait once they arrive. They may even opt to reschedule their appointment if they are in a time crunch.

The key is to be as accurate as possible with the reminders. Don’t underestimate the time they’ll have to wait. Instead, give yourself some room to exceed their expectations. Keeping a customer comfortable in the waiting room begins with making them comfortable with the idea of waiting.

2. Check your seating layout.

Aside from having comfortable seating in your waiting room, the way it’s arranged can also affect customers. No one wants to be cramped together while waiting, especially during the pandemic or if there are a lot of people in the room.

By moving some chairs and tables around, you can redesign your waiting area to be more comfortable. Simply declutter the area, space out your chairs, and make electrical outlets accessible.

Be sure to reorient your room in a way that breaks up the traffic. Doing so will probably involve some trial and error. Pay attention to where people tend to walk, and keep those areas clear. Make sure exits and entrances are clearly marked.

3. Let in some natural light.

Harsh or dim lighting can make a waiting room unbearable. Natural lighting can significantly reduce the fatigue that builds up from waiting.

If you’re able to, open the blinds and let in some light. On nice days, open the windows and use the screen door. If windows are scarce in your office, experiment with lights that imitate natural light.

4. Make Wi-Fi easy to access.

People tend to spend time on their digital devices when they have to wait. You are bound to get asked about the Wi-Fi connection.

Reduce the need for customers to ask by doing the following:

Name your Wi-Fi after your company.
Make the password visible for customers.
Include a guest Wi-Fi option.
Train the receptionist on Wi-Fi troubleshooting.

Surfing on cellular data while they wait may cost your customers money. Don’t underestimate how much that can get under their skin.

5. Provide refreshments.

Food and drinks can be a good way to ease a customer’s wait. You don’t need to break the bank, but do set out some light refreshments.

Water and coffee are standard. Go above and beyond by setting out juice, lemonade, or soft drinks. Set out a container of tea bags and an electric kettle.

Snacks are also a smart way to keep customers entertained. Fruit, nuts, and chips are great picks for an office environment. To satisfy your customers’ sweet tooth, you could set out donuts and other pastries.

Always make sure the display is tidy. Remove any food that’s gone bad promptly. Restock the display regularly.

6. Add art to the room.

While they wait, nobody wants to choose between staring at a blank wall or at other customers. Hang some art on the walls. Not only is it aesthetically pleasing, but it can actually cut down on the stress of waiting.

If you have a little money to spend, consider featuring art from local artists. Make sure whatever you choose represents your brand well. Switch up your art periodically to keep things interesting for your most loyal customers.

7. Set out reading materials.

Magazines are a staple of waiting rooms. But if you want to step it up, include books as well. To keep kids entertained, pepper in some comics and coloring books. Make sure all periodicals are recent so customers aren’t stuck reading through old news.

Go broad in your selection so that every client can find something they’re interested in reading. Before they know it, their wait will be over.

8. Take care of the kids.

Restless kids can be a burden to parents in a waiting room. Worse, they can disrupt the experience of other customers as well.

If you commonly have kids in your waiting room, create a play area. Colorful toys are a surefire way to keep children’s attention. If you’re lucky enough to have a playground outside the office, let them get some fresh air while their parents watch them from the window.

Patience is a virtue, but you shouldn’t test your customers’ limits. If you need to ask them to wait, do your part to help them out.