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Instead of Revving the Engine, Drive in 2003

Instead of Revving the Engine, Drive in 2003

Publisher’s Notebook

by Ted Owen

I don’t know about you, but I can’t wait for 2002 to end.

I’m not sure I can stand another year of hold-your-breath-until-you-turn-blue waiting for something to happen. It seems like we were all sitting in our cars with the motor running and couldn’t get the transmission in gear.

San Diego has been poised for the recovery all year. It seems when all the tea leaves are piled just right something happens.

We are a tremendous economic generator, cranking out nearly $125 billion in Gross Regional Product, making us the 36th largest economy in the world. That is right: the world.

We have 10 Nobel laureates living, studying and teaching in our research centers and universities , more than any other city in the nation. We have won more awards and topped more studies than most cities, so why are we still sitting in our cars with the motor running, waiting for the green light?

One of the ways all of us can help put bucks to our bottom line is by taking a hard look at our customer service. That means opening it up and looking at it.

Listen to the customer and let them know they are getting all they are buying. Buy a new computer and the moment you plug it in, it becomes used whether you have had it in operation or not. Then the fight begins with the l-800 maintenance line.

Go to a fast food restaurant and order food to go. Make sure you look in the bag to see if you got what you ordered. Don’t wait until you are home and have to drive back.

The companies that seem to have the most loyal customers are the ones that have employees empowered to make on-the-spot decisions when the customer complains. Satisfying the client brings them back over and over again. Telling them “no” or they “can’t” only serves one purpose. It drives them away for good.

Here are some thoughts to ponder as we say good-bye to 2002.

– Take responsibility for everything you do.

– Stand behind the choices that you make.

– Be fully present in whatever you are doing.

If you want an inexpensive gift to give someone on your shopping list try some of these:

– Patch up a quarrel.

– Find a forgotten friend.

– Write an overdue love note.

– Keep a promise.

– Release a grudge.

– Lessen your demands on others.

– Apologize to someone.

– Point out the one thing you appreciate most about someone you work with or live near.

I hope that everyone has a great holiday season and is looking forward to 2003 as much as I am.

One last thought; always remember: From what we get, we can make a living; what we give, however, makes a life.

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