The Celebration Mindset Pt. 2 – Our Faults Are Service Superpowers

Originally published here for the Institute of Organizational Mindfulness. “Never let ‘em see you sweat.” I have very distinct memories of one of my mentors telling me this and urging me to laugh at myself more. Thanks to a terrifying combination of clumsiness and perfectionism, I was a young service professional that was prone to […]

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The Celebration Mindset Pt. 1 – Taking Resilience to the Next Level

Originally published here for the Institute of Organizational Mindfulness. A true person of service lives and works in constant readiness for celebration. I can see this principal getting misinterpreted by my former bar and restaurant colleagues as something to the effect of bartenders doing shots with the clientele. But you’re onto something here: real success […]

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The Best Way To Handle Mistakes in Service? Be Your Own Yoda

Originally published here for the Institute of Organizational Mindfulness. Service is full of mistakes. You’re dealing with endless highly-individual needs, unpredictable particularities, a minefield of emotional triggers that clients will readily punish you for ever-so-slightly feathering an insecurity of theirs. You’re also juggling technical demands and chances are you have the precision of a flesh […]

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The Power of Asking “What is this really costing me?”

Originally published here for the Institute of Organizational Mindfulness. No service professional likes being run around. We retrace the same task for people who asked for one thing but needed another, we get absorbed by the endless questions of anxious clientele that aren’t even willing to listen to the answers. We carry the water of […]

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Mindful Sales is Service At The Same Time

Originally published here for the Institute of Organizational Mindfulness. Having worked in the restaurant industry for most of my professional life, I’ve taken for granted how unusual it is. Even though its product has a certain universality to it (facilitating some of the most fundamental human needs like food, comfort, and social connection), there are […]

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When You’re Selling Transformation, You’re Serving

Originally published here for the Institute of Organizational Mindfulness. Many that find success and fulfillment in the sales role probably know that they are doing a lot more than selling. On its own, the word “sales” mainly implies a simple monetary exchange: provide a product/service to a customer in exchange for money. What makes that […]

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Heroic Acts of Service

Originally published here for the Institute of Organizational Mindfulness. Periods of great difficulty are always a great time to reflect on what service means to us and the ideas we may have accumulated about it that may need to be revisited. I’m thinking back to an inspiring discussion I recently had with restaurant-owner Albert Bitton […]

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True Service Emerges From a Culture of Intra-Service | feat. Neal Woodson | Ep. 85

Good service requires the people serving to feel valued, engaged and, well, like dignified human beings. And to always have opportunities to practice service on each other. This is a very important discussion with service coach and author Neal Woodson. Service professionals looking to bring more mindfulness and inspiration to their work and leaders that want to elevate their team’s culture and effectiveness are sure to gain a lot from his wisdom.

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Principles To Re-Inspire How We Approach Modern Service

Originally published here for the Institute of Organizational Mindfulness.   Ichi-go Ichi-e is a Japanese parable translating to One Encounter, One Opportunity. It’s become the slogan of the practice of tea ceremony, which for many Asian cultures is the quintessential means of practicing mindfulness through action. It reveals how doing a simple daily ritual with […]

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Customer Service Rockstars Make Friends with Repetitive Tasks

Originally published here for the Institute of Organizational Mindfulness.   A new job or role might start out as a love affair. But so often after the first few months, it loses its lustre. We begin to feel deadened by the repetition of seemingly menial tasks. Why does repetition do this and can we change […]

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Helping Difficult Customers With Non-Attachment and Compassion

Originally published here for the Institute of Organizational Mindfulness.   Start paying close attention to how you serve, and you may notice things that you don’t like so much – like how little other people pay attention. It’s easy to get frustrated, which is why two other skills are key ingredients here: Try Some Non-Attachment: […]

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Mindful Service Is An Inside-Out Game

Originally published here for the Institute of Organizational Mindfulness. Expand Your Communication Skills Have you ever gone to eat somewhere and everything is “perfect”? The person serving you recommends a wine pairing with a sniper’s precision. It arrives with surgically-executed food, both of which are timed like a Swiss monorail. And yet the experience was […]

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Who “Deserves” Good Service

Originally published here for the Institute of Organizational Mindfulness. Charity work is so attractive because of how gratifying it feels to help people who truly need it. The problem with most of the service contexts we face in our professional lives is that we’re not necessarily helping people who seem to “need” it. And sometimes […]

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Be A Steward of Well-Being | Ep. 84

Think you love “making people happy”? Well, that good intention isn’t always what you think it is. Learn the more mindful, skillful approach to bringing out the best in others. And, actually, take the pressure off of yourself and expand your idea of what “making your customers happy” needs to look like.

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Service Life is An Emotional Economy – Learn The Game! | Ep. 82

Learn how mindfulness, self-development, and our success at doing almost anything are matters of emotional mastery. And this doesn’t mean learning to feel our preferred emotions, but having the capacity for the uncomfortable ones. This episode looks at powerful techniques for observing where and how emotions are actually happening and how to support ourselves like a friend would (rather than an adversary).

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Find Meaning & Purpose In Life As A Laborer | Ep. 79

How to find meaning in your work in a socioeconomic structure that doesn’t honor and respect your role. We look at how the service role has been tainted by society’s tendency to take advantage of the people serving them – whether it’s your clientele or your employers – and how to drop this baggage and reconnect to the growth potential that the role offers us.

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Master The Essential Service Tool: Attention | Ep.78

A core discussion on mindfulness and service. The straight essentials to implement mindfulness into your service life and watch it transform. And a deep look at one of the most important things to understand with our practice: the struggles with mindfulness are valuable, mindful growth experiences.

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Serve With Racial Sensitivity | Ep. 72

Everything you’ve been trying to do more effectively along your mindful service journey – listening, openness, compassion, healing, avoiding righteousness, catching reactivity – is a skill that can be applied to participating in the racially just world you want to live in.

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Bringing Humanity Back To Large-Scale Service Pt. 2 | feat. Joel Bailey | Service With New Purpose Series | Ep. 70

Part two of two of my epic discussion with service design visionary Joel Bailey who is who is working with large companies, institutions and public services and proving that you can bring humanity and consciousness back to service in a way that is sustainable and scalable. This is someone that understands the essence and power of service – as well as how much we’ve lost contact with it as a culture.

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The Best Thing You Can Do For The World Right Now? Transform Yourself (Service With New Purpose Pt. 1) feat. Dushan Zaric | Ep. 66

In this new podcast series I’m getting field reports from amazing minds in the world(s) of service about lockdown living and the challenges and opportunities it offers service-minded people. I talk to cocktail bar industry leader Dushan Zaric about self-awareness, growth and transformation, and the power and strength found in setting a positive example.

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True Service: “Important Work” is a Matter of Conditioning

One problem is that so many people think that their life truly begins after their service job ends. Their service job is a state of purgatory where they’re waiting for their real professional lives in some more noble industry to truly materialize. In a previous post, I mentioned the many people I’ve met that have […]

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The Importance of Embracing The Rude, Distracted Masses | Ep. 65

See how easy it is to dismiss or condemn people’s tendency to be preoccupied with their own “nonsense” – especially as you become more aware and present throughout your mindful service journey. But the way forward is compassion and understanding – no matter how preoccupied people are, how much that is disrupting what you need from them, and no matter how rude they are being in the process.

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Self-Hospitality Pt. 5: How To Meditate Effortlessly

Successful meditation is effortless meditation. Not in the way of “I’m such an expert at it that it seems effortless.” You can be effortless during the first meditation you ever do.  Effortlessness doesn’t mean there’s no discomfort. It doesn’t mean you’re having the most luxurious imaginable experience – relaxed, floating beyond the tension of the […]

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Self-Hospitality Pt. 4: Focus Works Differently in Meditation

So when you learn meditation, you’re given something to put your attention. Perhaps it’s your breath or, in my case, a mantra. Your first instinct might be to focus on that thing wholeheartedly. But in meditation ease and openness is truly what gives the practice power, and nothing takes you further from that than the […]

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Self-Hospitality Pt. 2: Unlock The Power of Your Intention

One might think that meditation is a matter of attention – and we can measure our success by where our awareness is at any given time. For example, we have a mantra to repeat or breath to focus on and the amount of time that we keep ourselves locked on it can then somehow equal […]

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Self-Hospitality Pt. 1: Meditation Essentials

Because, y’know, we’re all monks now. Welcome to the new series Self-Hospitality. Its purpose is to give you everything you need to get the most out of meditation, self-care and this fresh new life we get to live with such powerful tools at our disposal. The weekly tools and principles I share will help you […]

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