What a Great Gift .... Passion!

"A great leader's courage to fulfill his vision comes from passion, not position."  

This is one of my favorite all time quotes and when I am feeling like I am spinning circles or going through unnecessary challenges in life... this is the quote that reminds me that having a passion for something is a great gift.   Passion allows us to excel on both a personal and professional level.   Passion is contagious and others see it and they want it.

Passion is giving more of yourself and letting your love for something shine through whether in work, personal or everyday occurrences.   Passion is being yourself and doing what you do best and allowing your energy to show in your effort and ultimately in the results.  Often, I think that many of us go through our daily lives without ever knowing such a passion.  For me, I am one of the lucky ones and I know how fortunate I am to truly enjoy being in the industry I am in, doing something that I REALLY love to do and...  to add icing on the cake... love the people that I get to work with on a daily basis.   Honestly, most of them have become life-long friends that I enjoy sharing my life with every single day.     

For me... I have a passion for people and relationships.  I love the challenge of creating unique opportunities that allows people to engage and work together to get business done.  I love being able to take a single idea and put forth all my effort, passion and dedication in it to develop, create and implement it into something viable and successful.  I hope that through-out my career if there's one legacy that I am known for is that my passion has shown in every single opportunity that I have been a part.   Passion is what comes from inside and if you have that then you have something very special to share with the world.

I've been to many conferences over the years and sat in on many keynotes speeches and panels.  There have been a few that really made me sit on the edge of my seat and take notice.   These individuals truly had a passion for who they were, what they were doing and why I should even want to listen to their story.  Honestly, they made me want whatever it was that they had... it was magnetic.   At most conferences, they provide you with a networking hour in between sessions, so I took advantage and approached these individuals... and what surprised me the most was that their answer was the same.  They love what they do... they are passionate about it and believe in it with all their heart.  I realized in that particular moment... that I would no longer just "settle" for working everyday.  I wanted to love it to the point that even on the worst of days... I knew why I was there and what I was working toward.

Have you ever been to a sporting event and watched a player with great skill, but he simply had no passion?  He knew he was good... but, it felt like his heart wasn't in it.   At the same time, have you seen a player who may not have been the best on the team... but he had the heart of a champion?    He had fire and passion.  He loved the sport, the game and it shone so bright, it blinded you by his love of it.  His effort and attitude and passion were contagious.  You wanted this player to win and excel. 

In today's economic situation, many people are just grateful to have a job to go to every day.   If you're one of the lucky ones like me and have the gift of being passionate about your job, school, life.....share it with a smile and share it often.   Motivating another person might just change their life.

Passion... is a gift from within and when you find it for something in your life... enjoy it.  It's the best feeling in the world.

YES... it is all about the EFFORT.

Happy Friday.  It seems I've been called out on my views of a particular subject - Efforts vs. Results. I made a statement earlier in the week that went something like this....   It is my opinion that if you put forth the effort, results will follow.  So, let me just place it all in writing so everyone knows my humbled opinion on this particular topic.

 I am a true believer in effort.   I believe that effort catupaults results and that without it, you have no results.   I am a firm believer in setting goals... something to focus your efforts toward.   I also believe that with every ounce of effort you put into something success will find you two fold.  Over the course of my 25 years of experience, I've had the opportunity to manage a lot of individuals.   Some made tremendous effort and reaped the rewards.  Some who made very little and well... they didn't last very long at their job.    I am a big believer of focusing on effort and trying to help individuals understand that with it, you will see results.   I don't ever want to look back over my life and say that I didn't praise someone for their effort.   If they truly gave it their heart and soul, then they have achieved results of some kind.  

Effort is the one defining point of you as an individual.   It shows your ability, it shows your determination, it shows your passion, it shows your motivation, it shows your desire.... and in the end, it will show you results.   You cannot get discouraged just because you don't always see quantifiable results every single time.   What would life be without the challenge of putting forth effort time and time again to get results? 

What exactly is effort? 

1  

exertion of physical or mental power: It will take great effort to achieve victory.

2.

an earnest or strenuous attempt: an effort to keep to the schedule.

3.

something done by exertion or hard work: I thought it would be easy, but it was an effort.

4.

an achievement, as in literature or art: The painting is one of his finest efforts.

5.

the amount of exertion expended for a specified purpose: the war effort.

I truly believe that every activity has a series of steps (effort) that is needed for results to happen.  When going into a project or objective, it is always good to identify the most critical and direct steps.  Get organized and have a plan, but put forth the effort required.   In doing so, the results will happen and once they do, you will begin to see that identifying your steps and learning how to focus your effort will create the desire results needed or wanted. 

I've never been a person to focus on the results as part of training or as part of becoming successful.   I use the results as my goal or my reward, showing that with great effort, this is what can be obtained.  I do believe that results should be used as a motivator for the effort, but that the focus is entirely placed on the effort.   If you focus on results... completely, then, you're missing out on the most important part of success.  What did it take to get those results?

 The worst thing that you can do to someone is to take away when they are truly trying... they have put their steps in place and they are making the effort.   The reality is... sometimes, you don't always reach your goal or reward on the first attempt.   The great thing about effort is that if something is NOT working... you re-group, change your steps until you find the right ones that get you to the result.  

Focusing on effort also allows you an opportunity to really see whats important,    In your employees, your projects, your business, school, etc.   If you are going to launch a new social media campaign... its going to take effort.  You need to come up with steps and a focus for your effort to get to your end result.  What is it you hope to accomplish?   What effort will it take to get there?   Along the way... you may see that some of your steps need "tweaking"... does this mean that everything you've put in to this point... is wasted?  NO.  It means, that while putting forth the effort to accomplish a particular task, you learn what works or doesn't but every effort made will yield some kind of result.  

The other problem is whether you believe it or not, when working hard and putting forth the effort, you actually are getting results.   You are learning how to maximize those efforts with every set back you may have and every time you put forth effort you do yield some kind of result.   You have to always have a great attitude in life... and you have to focus on the process (the effort put forth), not the results.  (Sorta like saying... don't put the cart before the horse.)  I've seen people who are greedy and they focused entirely on the results.   They feel if they don't get the outcome, then they weren't successful.   They feel the need to quanitify success by results.  Part of becoming successful is going through the steps and not all successes have quanitfiable results.  Every effort we put forth in making a business grow, is part of yielding a result.  Every effort we put forth in a relationship is building it.  Helping it develop and become all that it can be.

As managers or leaders, it is our responsiblity to re-group when efforts don't provide the results wanted.   Sometimes, a particular task may need a different set of steps.  It is not our roles to take away the pride of someones effort and tell them it was for nothing.

Results can only happen when effort is put forth.   If you go to work or school every single day and put forth your best effort, you WILL get results.   If you are playing any type of sport, and go out every single time and put forth effort, you WILL get results.   If you go through your every day life putting forth effort, your life will see results. 

What exactly is results?

–noun

3.

something that happens as a consequence; outcome.

4.

Mathematics . a quantity, expression, etc., obtained by calculation.

5.

Often, results. a desirable or beneficial consequence, outcome, or effect: We had definite results within weeks.

—Idiom

6.

get results, to obtain a notable or successful result or response; be effective

Negative results are always hard to take in business and even in our personal lives.  We want what we want... when we want it.   Many times from my own experience, I have found that the reason for negative results is that we tend to complicate a simple task, or we don't follow our steps, or simply put, we don't understand the task so its really hard to put forth the effort needed to accomplish results.  I have also found that I have learned more from my own negative results although the positive ones certainly pay much better.  I've always tried to believe that everything happens for a reason and that the glass is half full... and with that attitude, I've taken the negative results as an opportunity to re-evaluate processes or steps, not only for myself and others, but for the company.  

I really believe that if you focus on EFFORT and not results, you will find success.  i never said that you wouldn't experience set-backs or have to re-define your efforts from time to time, because you will and probably more than once.  You may not always see the results you want or need, but, these set-backs often help you in understanding how to achieve success in a different way.   Don't put results before effort or try and make the result the most important factor.   A business is built upon effort, of not just one person but many and those combined efforts are what achieves results and ultimately success.   

So, to defend an earlier statement I made this week... YES, it is all about the EFFORT and I will stand by it over and over again.  Again, its my humbled opinion and in life, that's one thing we are all entitled to have without parameters. 

The Little Engine that Could... and DID!

Most children grow up and hear the story of the little engine that could... at least once in their childhood.  There have been many versions and adaptations of it, but the message through all of them has been the same.    I've often referred to this story in my professional life and personal as well.   We are all faced with obstacles along life's journey and I believe that we could all learn a lesson from the little engine.   Believing in oneself to accomplish a task is half the battle.   The chant... I think I can... I think I can... I think I can... propels an inner confidence that allows us to focus and firmly believe that our goal is within reach.  

Through-out our journey in life, there is no replacement for optimism and hard work.   Those two qualities alone are enough to help each of us find success, whether big or small.   I have often written about attitude, passion, relationships... all the things that I believe make up success, but one of the biggest is believing in oneself. 

During training sessions, I've told individuals that the rule of thumb... is sell yourself first and foremost.  What does that mean?   It means... believe in your ability to be who you are and allow others to see it.   Let others  see you from the inside out... believe in yourself.   Show your optimisim for your job or school, your product, your company..... and most of all believe in it.   Find your passion and apply it with hard work and dedication.  You can never judge a book by its cover... that can be said of a person.   Confidence goes a long way - believe from within and let it shine brightly! 

The little engine faced a very difficult challenge, one that was turned down by many larger ones.  They were either too busy or too big and bad to take on the job or perhaps, too scared to try.   The little engine did not back up from the task of pulling the long train over the mountain, instead... he kept a positive mind set and believed with all his heart that he could accomplish it.   He kept saying his mantra... I think I can...  I think I can... He put forth the effort and work along with his belief  that he could accomplish the task.  When the little engine reached the steepest part of the mountain, he focused, went slow and kept believing until he reached the top.  Going down the other side of the mountain, you can visualize the little engine smiling and saying I thought I could... I thought I could.   What a great motivation in life! 

Often, over the course of my career, i have faced many obstacles and difficult challenges.   There were times, when I thought they were impossible.   Times, when others, walked away from the challenge.  It was then, that I found my greatest motivation and my own inner passion.   I realized that by not even trying, I was already defeated.   By not believing in my ownself, I would never climb, much less, reach the top of the mountain.   The little engine taught me ... that in order for others to believe, I have to believe.    Not one day in 25 years has gone by on a professional level, where I didn't believe.    Trust me... I've had set-backs, relapses, moments where I questioned everything from A-Z... but, when it was all said and done... I reached deep inside and realized that if I wanted something badly enough and wanted to succeed, then, I had to believe and I had to give it all I had.    Yes, there have been many steep grades to the top of the mountain along my own journey, but, what in life is worth having if its not worth hard work to get it or reach it. 

As my journey continues, I know that I have a passion for what I do.  I believe that I am good at it and with that confidence,  paired with hard work, I know success will follow.   Set-backs and failures along the way... may try and detain me, but like the little engine, I will keep pulling and pulling and pulling until I reach the top and propel to the other side.  

Next time you're faced with a challenge or task... take a deep breath and repeat after me... I THINK I CAN... I THINK I CAN... I THINK I CAN.... and before you know it... YOU DID IT. 

If you haven't read the story, The Little Engine That Could... please go buy a copy.   It will offer a life lesson that we forget all too quickly.  

Building Your Brand... block by block

For the last couple of years, I have been consulting and really enjoying the opportunity to create, develop, implement and execute a wide range of projects.  No two are the same and it has allowed me the freedom to express myself in so many different ways.  As I have developed my consulting company... it has been a really great time but also one that has required me to re-invent myself.   Basically, start over and build a new brand.  I've often had people ask me that very question in consulting projects. 

 How do you build a brand?

 Now... before I begin this blog on this particular topic... let me put the disclaimer out there at the beginning... I am no expert nor do I claim to be.   Anything that is written will be based on my personal experience or lessons that I have learned along the way. 

So... where do you start.  Through my own experiences, I believe that the first step is to make a commitment and get focused.   You need to know exactly what you want your brand to accomplish, so that you can map out a route to achieve success.   You need to know that its not going to be an easy task and you have to be committed to being diligent.   I also believe that once you have your route... there should be check-points along the way... stops where you can gauge your success and if it's not quite working the way you want... you can back up and go down a different path.   I can't tell you how many times I've had stop and go through-out all of my careers.   

Building a brand is like taking a set of blocks and placing them one by one to create something unique.  At the beginning, you aren't quite sure how you're going to build it, but once you've set your blocks in motion...you reach certain plateaus where you've achieved success, then you add more blocks and continue on with your route.   I don't believe a brand is ever "finished".  I believe that you reach certain levels where you can pause and enjoy where you are... but as the market changes or evolves, the brand has to as well. 

In building your brand, you want your messaging and personality to remain consistent through-out. Remember that your brand image creates expectations. Quality is a must for your brand.   It will define who you are in the marketplace.  You want something familiar to your audience everytime they see your name or logo, yet... .. you want to provide them with reasons to believe in the brand.   If they don't believe in it... they won't buy it. 

In the process of building your brand, your targeted customers will come in contact with it.   This is where your check-points or stops can really help you.   You can adjust and continue with re-inforcement of the brand.   Positioning your brand in the marketplace is key... but remember you want to be remembered for being unique.   Communications will be key to help you with your positioning because it provides the information to your targeted audience that you want them to receive .... and it must remain consistent.  Your messaging must be consistent from start to finish.  Every brand should develop a personality and that personality should shine within every endeavour, whether its print, digital, social, verbal or face to face.   Your goal is to build brand awareness every step of the way, reinforcing your messaging as you go along and maintaining it with your targeted customers.  

Brand building should also have both short and long term goals.   Where do you want your brand to be in 1 year, 3 years, and 5 years?   These goals should drive your motivation every day and they should also be re-evaluated so that they remain fresh, but the overall purpose is to invest in your brand.   By investing in it and keeping your commitment firm, you are on the path for creating customer loyalty... which is not gained overnight. 

Another important factor that I also believe is crucial is that every person in your organization must believe in the messaging and the brand.  Often, where a brand's disconnect comes in to play is because not all of the organziation is delivering the same message and it creates confusion out in the market-place.   I definitely believe that all salespeople should be trained together and that each person must understand the personality of the brand in order to sell it.  

One thing that  you should keep in mind along the way... and that is competition is healthy.   Its good for business in many different ways and if you come up with a great idea for your brand, someone is sure to come along and try and copy it.   Your goal... is to stay the leader and continue your route and building your blocks of success.  

Brands come and go.   Brands get re-invented.  Successful brands create, develop and implement a personality that the marketplace can identify with, embrace and believe in.   Successful brands create consistent messaging in all their efforts.   Successful brands know their audience and invest in areas where they can become the leader.  Successful brands know their competition.  Successful brands are flexible that if something isn't working... they stop and re-evaluate.  Successful brands are a commitment. 

Brand building takes time and passion.    Remember, your brand's personality can be the single most important reason, your customer picks it so its important that it shines at every level.

Networking - The Old Fashioned Way.

Do you even remember what it is or is it a thing of the past?   Is it still vital in today's business with the focus being so intense on social media these days?  What is the old fashioned way?  Well... from my point of view and after looking it up to get a good definition..it is...

"the exchange of information or services among individuals, groups or establishments specifically the cultivation of productive relationships for business, personal or other group activities."

At one time or another, we have all been in situations where networking was involved.  From the time we were children to teens and into adulthood, networking has been key in the growth of our relationships with others.  In high school or college, we attended school functions, football games, dances, parties... where we engaged or socialized with our peers.   Basically, we were networking and didn't even know it.  

In today's work environment, relationships are essential to the growth of every successful company.   Through-out my careers, it has been stressed over and over, how important relationships are... and not just building them, but maintaining them... nurturing them and honestly, I would not be where I am today without the relationships I have been so fortunate and blessed to have made through-out the last 4 decades.    Thank goodness, I am a "people person".   I absolutely love people and often, I can meet someone for the first time and feel as if I have known them all my life.  

If you were to ask any successful business person, I honestly believe that they will tell you that above all else networking skills are absolutely vital to grow your business. Why?  Networking can increase your market share, help you gain new ideas, provide work and perspectives on life and business. It can expand your brand within a matter of minutes.  Speaking to one person can potentially give you access to over 200 clients and suppliers or more. 

Now, I know that with social media... the expansion of networking is now in the thousands, but I like to think that the old fashioned method is still the most effective.  I am not saying social media isn't important... it is, but for me... I enjoy meeting someone and getting to know them.     

I've been in many conversations with my colleagues and was shocked to discover that there are a lot of people who are uncomfortable with networking.  I tried to imagine that... and while at times, it has been overwhelming to walk into a room not knowing someone, I found that all it takes is a warm smile and a friendly hello to strike up that first conversation.  I have always stressed to co-workers and employees... don't wait for someone to approach you... initiate the conversation and even though you may be afraid or uncomfortable, by reaching out first, you have the opportunity to meet people who look interesting to you.   

I found the quote below while researching successful tips on networking and found this statement to be profound.    

           Effective business networking is the linking together of individuals who, through trust and     relationship building, become walking, talking advertisements for one another. 

Isn't this so true?  I mean, seriously, how many times have you been in conversations with someone and they mentioned that they were looking for some particular product or something and if you knew someone, you immediately recommended them or told them you'd make an introduction.  For me... I do it daily.   I have actually become known as someone who can make introductions... and that's not a bad place to be.   For me... I just love seeing the right people get together to create success. 

What else can you do to become effective?   Well... one thing is when you walk into a crowd, don't shrink into a corner.  Be seen.  Smile warmly, greet everyone and try to set yourself apart from the crowd.   Make sure that you dress for success.   There are times to dress up and times to dress down, depending on the occasion, but know that impressions, especially first ones are lasting.  Be positive and confident.  Even if you're feeling shaky on the inside...project a calm and confident manner outwardly.   Once you do this enough, it will be come natural.   

One thing that I have found in my own careers is by being open and assessible and willing to help others, it comes back two fold.  Be approachable and engaging and most of all, be geniune.   These are the things that for me have proven to be successful time after time.   There's a thrill and challenge in every opportunity to network because you never know who you might meet or connect with at any given chance.    I've always found that by just being myself... it usually works out.   When you meet someone new, you don't always have to talk business... small talk can be quite effective in developing a relationship.   Being able to talk to anyone about anything is a valuable commodity in its own way and essential.

Networking is not about selling a company or product. Its about two people who meet and engage in a conversation.    Its about meeting someone and listening to them and showing that you have a geniune interest in them as a person.  By being fully engaged, you are showing the other person that you really do want to get to know them.   You can always provide them with your business card at the end of the conversation and tell them that you'd love to visit with them more.   Its a great way to make sure that you get their information and have a way of following up with them. 

Even though, we are moving forward with technology that provides new ways of linking and reaching other individuals, I would still like to believe that the old fashioned way works best.  Nothing takes the place of being face to face wtih someone and having that acknowledgement that they are actually listening to you.   Having a smile returned or finding someone to talk to that you really find interesting.  

For me... there's simply nothing better than that.  (Well..... okay, maybe the Old Fashioned Cocktail...hmmm... as a very good friend of mine would say - YUMMY!)

-

LAUGHTER is the best medicine.

First, let me say thank you to everyone who has been following the blog and recommending it.  I have had over 1000 page views... in a very, very short time, so, to say that I am thrilled is an understatement.  Wow!  Who would have ever thought... that blogging could be such fun.  As I sit down to write... I really don't plan the topics each time.  (I know... that all the 'BLOG Experts' say that you are supposed to focus on your niche... but for me... it's about life.   Everyday life.  I just sit down and whatever is on my mind... is usually what I end up writing about.  I find it extremely therapeutic. 

Speaking of therapeutic, what are some things that you find relaxing?   What de-stresses you?   Last week, I was in a conversation with several of my good friends and we were discussing this very topic and we ended up laughing hysterically at the differences in all of us.   Isn't that the amazing thing... that you can have friends from all walks of life and be completely different in every way, but connect and re-connect over the strangest conversations.  

As I was sitting in the middle of this conversation listening, I found myself giggling uncontrollably at some of the rituals of my friends.  I mean, honestly, some of them take it to the max to unwind... relax... de-stress.   I'm not going to list all of the suggestions but here is a sampling of  their recommendations.

1.  Yoga
2.  Zen
3.  Standing on your head to "stretch your mind, body and soul".
4.  Drinking enough wine or other libations to make you forget.
5.  Reading a book  --- something to sink your teeth into.  Escape from reality.
6.  Listening to music on the ipod.
7.  Massage
8.  (I don't think I can put suggestion #8 in print!!!!)
9.  Read a self help book! 

I thought about each person's answer and tried to picture myself in each of these scenarios and that's what had me rolling in the dirt with laughter.   Are you getting the visual that I had?  If you are... you can thank me for contributing to your laughter today!    I mean, seriously, me and yoga?  ummm.. NOT.   me and Zen... what is that anyway? (in case you didn't know... its a form of meditation where you get in "a zone")   me..standing on my head... we are not even going to go there!    me and wine... well, that one... I actually got and agreed with... completely!  As a matter of fact, I was trying out this one during this whole conversation.   me... reading a book.... love that one... and that really does unwind me at times.    me ... listening to music on the ipod... yep... agree there.  me and a massage.. well, if there are hot stones involved... I am there!!!     me and #8.... HOLY MACKEREL!!!!  I do not blush, but that one... well, let's just say, I had to ask exactly what #8 meant!   me and a self help book... hmmmmmmm.....

That's when it hit me... I didn't need a self help book to unwind me.  All I needed was to step back from the day in and out routine and laugh.  I mean... REALLY laugh.  Bellyache laughs!   The phrase... laughter is the best medicine immediately took on a new meaning.   Where did that phrase come from anyway?   Do you know?   Was it really Reader's Digest?   Now, you have something to "google" while you're pretending to work.  

In humor, is it possible that we may find a whole new way of looking at our lives.  In laughter, could we find solutions to life's problems that we didn't see before because we were too tense or just too serious?   Sometimes we all take life way too seriously.  I am the first to admit... that this is me.  I am a stress-er, a thinker... an over-analyzer... and I know that I drive my family and friends crazy at times.    As we grow up and into adulthood and responsibility, we have been taught to run through our lives with such a speed that we have no time to laugh.  No time to stop and smell the roses, so to speak.  Milton Berle said it best.. "Laughter is an instant vacation!" 

I remember reading somewhere that children laugh over 300 times in any given day yet as adults... the number decreases to a mere 15 times a day and... that women laugh even more than men.    What happens to us when we grow up?  Are the days of Peter Pan and Neverland... gone forever?

I thought about all the times I was with a group of friends and laughed so much til my stomach hurt... or until I cried.  I realized it was in those moments... that I was completely unstressed and just not worried about anything other than that particular moment.   Its moments like those that are priceless memories that we can all relive and enjoy over and over through the years.

 We re-tell stories that... every time we tell them... we end up laughing hysterically, no matter how many times we've heard them.     



So, starting today, I am going to try and up my 15 laughs... to at least 30!   I'm going to try and not take everything so seriously.... to lighten up more.    Laughter... warms the heart and its good for the soul.   After all, isn't a laugh a smile that simply bursts! 

.

Airline Customer Service... where is it?

Once upon a time... in days gone by... there were friendly smiles and an over abundance of people wanting and willing to help you.  Regardless of how big, small, significant or insignificant your needs, it was a time when people truly enjoyed their jobs and you could see it.   They showed it in their actions and their willingness to help you.  

Quite frankly... I am not so sure that people even understand what the term customer service means anymore.  Is it really something of yesterdays?   What is your definition?   Are you wondering what has me on this tangent ... well... it was a recent trip that I took....actually its the last several that have me so worked up and flustered.  

The customer service that I am talking specifically about is that of the airlines.   DELTA, in particular.     Recently, when I was traveling I began to ponder about my own definition thinking maybe... just maybe that what I thought customer service was... is no longer.   I mean, it seems that these days... people are more interested in trying their best NOT to help you rather than help you.   I am not sure about other airlines, because every major city has an airline that is the hub... and for Memphis,  its... DELTA.  Well, it used to be Northwest... but then the Delta merger happened... and now it's Delta and honestly, things haven't been the same.   I was a big fan of Northwest.   Delta... not so much.   I've tried to convert.... tried to give them the benefit of the doubt... but, honestly, they need to take a look at some of their agents and some of their flight attendants.  

I understand that both agents and flight attendants have stressful jobs.  I can imagine dealing with passengers day in and day out... takes its toll.   But, isn't that their jobs?    Last week and the previous trip before, when traveling, several people asked the agent at the gate questions... and to my surprise, the agents were rude and when the passengers walked off... they were seen "mocking" them.  I was standing in line myself and witnessed this... first hand.   These questions ranged  from passengers who had been delayed or had a bad morning of travel, missed connections....to simple questions about upgrades, available seats... to helping assist an elderly person.  What's even more aggravating is that I did not hear any of the passengers being anything other but friendly and cordial when asking their questions.  

And I am sure that a lot of the questions irritated the agent because usually, Delta has monitors that let passengers know if they have been upgraded or cleared on the standby list, but this gate did not have the monitors, so passengers were having to go up and ask the agents.  

One gentlemen, who was a medallion member (that's their frequent flyer members) walked up and asked if they had announced whether first class had check in full?  He had apparently just gotten to the gate and had not heard the announcement.   The agent rolled her eyes... and said..."Are you diamond or platinum?"  The gentleman responded "No, ma'm, I am gold".  She said, "Well... I haven't even gotten to all the diamond and platinums so what do you think?"   As he walked off with a puzzled look.... she turned to the agent beside her and made fun of the man for asking.  Honestly, where has professionalism gone?  And.. why could she not have answered, "No, not completely, we still have a few seats but unless you are a diamond or platinum medallion, it's unlikely, you'll make the upgrade today".   I mean... how difficult is that? 

During the time that Delta has taken over, I've witnessed agents being ... well, just rude many times and each time ... it aggravates me beyond words.  Traveling is stressful enough and in today's environment with the higher prices, new guidelines, TSA frisk downs, body scans and more... the last thing you want is a sarcastic agent or flight attendant who obviously hates their job.  

As the man walked off, I was standing in the line behind him to ask a question and he smiled at me and said... you may just not want to know and he gave a little laugh.   When I walked up, she didn't say "Can I help you?" or anything like that... she just kept her head down and said "Next"... that really irritated me.  I mean... how hard is it to look at someone and smile.... and say..."How can I help you today?".  
The flight we were on was running late and I already had a very short connection time, so my question had to do with making the connection and if there were other options in the event I didn't make it.   Her answer to my question was a even more "curt" than her previous answer to the man ahead of me.   It was obvious that eveyrone in line wanting to ask a question or needing help... well, they were just inconviencing her.    She rolled her eyes and when I walked off...AND she did the same "mocking" thing to the agent beside her ... and I just lost it.   Instead of turning around and going off on her... I turned back around... and said "Miss"... she looked startled... and I smiled brillantly and  said, "I am really sorry you're having such a bad day.  Its really not our intention to burden you."  Then I walked off to my seat to wait for the flight.    She looked baffled... and for me, it was a lesson that my daddy taught me a long time ago... kill'em with kindness.  

As I sat down, the man who was in line before me... looked across at me, smiled and said.. "Well done.   Flying isn't what it used to be and the agents and flight attendants... definitely aren't".   At that moment...I completely agreed.   Maybe, the airlines should take measure and know that as passengers, we pay for tickets.  We pay for baggage.  We pay for the food on the plane unless we are upgraded.   Nothing is free anymore.   Is it now... that we have to "pay" to ask a question?  

Customer Service should be the priority in every organization that serves the public in any way.   Its the first and last impression that you have of them.   If you don't make it a focus, then you lose sight of who and what is really important and at the end of the day... it's the CUSTOMER.   (in case you didn't already know the answer.)

For me... the individuals who really go out of their way... offer a warm smile and truly want to be helpful are far and few these days.  But... when I encounter one,  I am always going to make sure that I thank them and tell them how much I appreciate them.