21 Days and Counting to Exercise as a Habit

They say it takes six weeks to create and ingrain a new habit.  Well, I'm halfway there.  Twenty-one days ago I decided that I needed to make daily exercise a habit.  I was inspired by an e-book entitled What the Most Successful People Do Before Breakfast.  I reasoned that if I could reshape my day by arising earlier and committing to morning exercise, I might just be able to be one of those diligent fitness fanatics that I envy.  So far, it's worked.  There have been a few days in which I have had to get my workout done in the evening and I'm not beyond closing down the gym to the very last minute.  However, what I discovered over these past weeks is that exercising is easier and what's more I actually crave it. Now that's truly amazing.

This sudden change is explained best in an article that I recently read on what happens to our brains when we exercise and how it makes us happy. Of course, we have all heard about the endorphins that are released which bring on a feeling of euphoria but there is actually real science behind the magic of exercise.  The article states that there is a protein, BDNF (Brain-Derived Neurotrophic Factor), released in the process of exercise that protects your brain from stress.  Leo Widrich, the author of the aforementioned article, states that BDNF and endorphins are the reason that exercise makes us feel good. He further points out that regular exercise is what maximizes this happiness.  So making exercise a habit is not only physically healthy, it is emotionally healthy as well. 

That's enough proof for me.  Exercise is better than drugs and what's more it's natural and legal! What more do I need to continue on my journey to six weeks of daily exercise?

There have been a few tips that have kept me on the straight and narrow to being consistent over the last twenty-one days.

• I chose a primary method of exercise.  I love walking and to be consistent, the treadmill is the best method for me.  A home treadmill or one at the gym both work well.
• I chose morning workouts. This has made all of the difference for me. It starts my day off on an upswing and my workout is finished so that I am not deterred from unforeseen circumstances.
•  I chose a small motivator. I use Foursquare to check into various places. I check into my gym using this social media application and record my results. It allows me to share it with my Twitter followers (accountability) and the application responds with encouraging feedback (you've been here 21 days in a row). As a reward for my frequent check-ins, I recently stole the mayorship of my gym, Planet Fitness. Sweet!

I'm well on my way to a daily exercise habit and I'm sure my heart and body thank me.  But my mind and soul, two participants who unknowingly have come along for the ride may be the biggest benefactors. At any rate, I'm thoroughly enjoying the journey.

From Lawn Service to Banking – Can You Solve My Problem?

In a recent meeting, I took my team through an exercise. The charge was to think about what problems our members might be looking to solve in which we, as a financial institution, could assist. I recall them looking at me quizzically as I split them in teams to work on the project. It didn’t help that I purposely assigned them to someone they may not have chose to work with on their own.

The discussion started and they soon came up with a list of items to present. It was interesting that they saw things from their point of view. One had student loans and thought that it would be nice to provide a program for refinancing them at a low rate. Another felt that the branches should take time to educate members. They all need to be financially educated, right? Another one started out by saying that she was discussing member complaints and talked about all of our products that could help the member. There was some good feedback and thoughts as a result. However, I couldn’t help but think that perhaps we had not quite hit the mark.

“Great” sales people think that because they are so skilled at what they do they can force or coerce consumers buy. The reality is that people buy when they have problems that need solutions. Yes, you can sometimes make the sale to that impulsive buyer or browbeat someone into purchasing your product. Those situations are short term and could also be argued that the purchase of the product solved the problem of not having to continue to talk to the salesperson!

Today, I had a problem. My lawn needed mowing and I had not taken the time to call the service in advance that I normally use. I called this morning and received a voice mail message.  I had never received a recorded message on previous occasions. Normally someone answers, requests your address, and then it takes several days for them to arrive.  Resigning myself to the fact that I might not get this task done today, I had already began thinking about how I would delegate this to my son before I leave to go on vacation. Suddenly, the door bell rang. I saw the van through my peephole and was pleasantly surprised. As I opened the door, the young man said, “Would you like your lawn mowed?” I smiled and exclaimed, “Yes, I would like it mowed!” I peered at the truck and the young man read my mind, “We’re Nick’s Lawn Service”, he said. I smiled again as I recognized the name.

They got started right away, trimmed some bushes in addition to mowing the grass and even moved some bags of leaves to the front that my other service conveniently left in the back. I was a happy camper. My problem was solved and the solution came to me right when I needed it.

There are some lessons here for financial institutions and service providers.

1) Recognize that people open accounts and apply for loans because they have a problem that needs to be solved. Are you in their purchase path as they make buying decisions to solve their problems? Or are you waiting for them to follow your recommended plan of action and approach the process your way?

2) Consumers buy on their time. Are you aware of proper timing as it relates to an individual’s purchase path? Is it the right day of the week, month, or season of the year for a respective purchase?

3) Convenience is valued above all and consumers are in short supply of time. Are you marketing and selling in real-time when consumers need you? Is the process simple and easy from the buyer’s perspective?

Remember, I didn’t have time to call in advance. Nick’s Lawn Service came to me right when I needed them. It was Saturday and they remembered that they had done business for me on Saturday previously. I’m also sure that they are aware that Saturday is a prime day for lawns to be mowed. Finally they are probably cognizant that people are time-starved and so they make it easy by just stopping by and asking for the business.

Is your financial institution proactive and aware of real-time service like Nick’s or is it more like my other lawn service that has yet to call me back?

What’s Wrong With Being A Chevrolet?

What automobile best personifies your credit union? I asked this question recently at one of my marketing team meetings. Everyone thought for a second and the answer that was most prevalent was “Chevrolet.” Well, I thought, that’s not very sexy. Chevrolet…..it sounds so basic, so middle class, and so bland.

Then I attended the DFW Auto Show in Dallas this past weekend and I had an epiphany. When I entered the showroom what automobile maker was front and center? You guessed it. It was Chevrolet. The display of cars and trucks was huge! The coveted Corvette had a special place all of its own. And the Camaro Z21 was prominently displayed on the rotating stage as if crowned the reigning king of Chevys. There was a widescreen video production celebrating the work horse truck of them all, the Chevrolet Silverado.

That’s when it hit me. I grew up with these cars. My grandfather had a Chevrolet truck and my father owned Chevrolet cars. My brother has owned two Chevrolets before he moved on to Mercedes. Heck, I owned two Chevys as well before I switched to Lexus. This basic, middle class, sometimes bland vehicle was the foundation of my family lifestyle automobile ownership. Even though I haven’t owned a Chevrolet in years, there was an emotional attachment that I could not deny.

So what’s wrong with Neighborhood Credit Union being a Chevrolet? Like Chevrolet, we have a long solid history. We’re the oldest credit union in Dallas with 82 years of serving members. Chevrolet has been the car of many generations of families and has served the middle class well. With a foundation of family membership and a member base that is largely working middle class Neighborhood CU is very similar. Our original field of membership was the U.S. Postal Service and our postal family still has a significant presence. We have transitioned from a credit union with products that are largely traditional to innovative products that are one of a kind for the Dallas-Fort Worth market such as our Prize Savings. Chevrolet has the most modest of cars to not one but two premier sports cars. Let’s not forget that the Silverado was the only truck that made it through the apocalyptic world shown in the 2012 Super Bowl commercial.

Lisa, the spokesperson on the Chevrolet stage at the auto show, said in referencing the Camaro Z21, “It’s the spirit of the past with a futuristic thrill.” I think that sums up the Neighborhood CU brand very well. I don’t mind being a Chevy at all.

Did I mention that our CEO drives a Chevrolet Tahoe? As they say, Chevy runs deep. And so does Neighborhood Credit Union.

My Favorite Things Week - It's a Wrap!

It's December 4, 2010 and My Favorite Things Week has officially ended. So how did it go and what did I learn from a week where it is all about me? Well, first and foremost, it is never all about you. While I had plenty of "me" time, I also shared with others and that quite frankly is what makes the difference.

Because I'm a workaholic and I view a project as my personal signature, I spent Monday and Tuesday working on a checking restructure project that I am spearheading. Things went well and by Tuesday I was feeling good about the progress even though I'm out of the office. With the exception of four emails that I had to send on Wednesday morning, I managed to not log in to work email for the rest of the day. Can you say liberating?!

1) Health and Exercise - I had good intentions but didn't get to the gym until today. However, I did take some brief walks with Sydney which were better than nothing. I was most proud of today as I committed to a workout early in the day and followed through with a 60 minute session on the treadmill at Planet Fitness. I am going to commit and take it one day at a time starting with the goal to get a good nights sleep.

2) Learning - I arrived early for my Calculus test and felt reasonably good about it once I finished although I did run out of time. I didn't make an A but I did earn a passing grade..yes! My instructor told me that he could see a great deal of improvement and that really made my day.

3) Touch - I had a spa day on Thursday from 9:00 am to 2:30 pm. It was amazing. My massage therapist was an unexpected male (this is the second time excluding my son) and I was initially uncomfortable. He must have sensed it and did a great job of easing my mind. It was one of the best massages I've had in quite some time and he worked the kinks out of my shoulder in expert fashion. Afterwards I took an evening nap at home which is a luxury in which I rarely indulge. Can you say ahhhh......

4) On Stage - The Trinity River Plays was a special treat on my birthday. The three act play was phenomenal and took me back to my teen years on through adulthood. With themes of loyalty, betrayal and family it was extremely powerful. The second act brought me to tears and evoked feelings that I had not experienced in a very long time. Kudos to Regina Taylor and The Dallas Theater Center. You made my 50th memorable.

5) Eat - My 50th started with a fabulous brunch at Breadwinners in the courtyard. I was in New Orleans heaven. And with my son and niece to share it with, my birthday brunch was indeed special. What more can I say except that it was food for the body and soul.

6) Music - Well, I didn't do the Jazz in the Atrium as scheduled. Instead my son prepared a 70's and 80's funk music mix for me that was out of this world! I jammed all the way to Glen Rose and back to Dallas. The best part is that my son drove the entire round trip so that I could thoroughly enjoy the ride and the music. Parliament, Rick James, Bootsy Collins, Jackson 5 and Prince.......oh yeah!

7) Family - I was blessed to have all of my family with me for both our traditional birthday dinner and breakfast the following morning. We closed out the restaurant and lounged at both the bar and the fireplace. It was such a special time for which I am tremendously thankful. This was again a most memorable experience.

8) Travel - I didn't make it to Ennis and the drive-in theater so this goes on my future list. But the travel to Glen Rose was a nice break and soothed my spirit.

My Favorite Things Week is a wrap for 2010 but it inspired me to make some of these things ongoing and not just a once a year objective. What a change 50 years makes but I can say that it is a good change and one that I embrace.

My Favorite Things Week

Tomorrow starts the one week countdown to my half century birthday. Fifty years old.....I can hardly believe it. I've made it! How can I explain the myriad of feelings? Let's see joy, relief, astonishment, gratefulness, humility, contentment, happiness and no sadness whatsoever. I'm proud of my age and feel quite blessed.

That's why I am embarking upon a My Favorite Things week to celebrate. This is one time where it is all about me and I am going to celebrate Carolyn Jordan. Each day during My Favorite Things week, I will post my fave for the day,

So here's what I am about....the essence of Carolyn.....and what I want to do to commemorate my landmark 50 years.

1) HEALTH AND EXERCISE - I believe in the power of good health and exercise but I haven't committed this past year. I will use My Favorite Things week to get on track and truly cultivate this important habit. After all at 50, waiting any longer could literally kill me.

2) LEARNING - I love learning and embrace everything about it. I love the process, gaining the knowledge and applying it. I soak it up like a sponge and I take great pleasure in reading. So for my birthday week, I will attend my Calculus class on the scheduled days with one day actually being my birthday. The other day is a major test in which I am going to strive for an A. In between, I'm spending reading time with my Nook.

3) TOUCH - I love to touch and be touched. It's comforting, soothing and relaxing. For my love of touch, I'm treating myself to the Indulgence package at The Spa Crescent. It's four to five hours of pampering with a spa lunch.

4) ON STAGE - We're always on stage. The performance transports and immerses us in the experience. Theatre is the epitome of being on stage and if its well done we become introspective and discover a connection which can empower us. I'm going to see the Trinity River Plays at the Dallas Theatre Center which is the creation of a fellow African-American female from Dallas, Regina Taylor.

5) EAT - I relish an exquisite meal with exquisite atmosphere. It's a delight to the senses. Breakfast at Breadwinners on my birthday is my treat to feed the hunger and the soul. It's also my way to make a quick and delicious trip to my beloved New Orleans.

6) MUSIC - Jazz, jazz, love it! And what better way to experience it than in the Dallas Museum of Art (DMA). That's my stop on Thursday, Jazz in the Atrium.

7) FAMILY - Family and a good meal is a bonus. For my 50th I'm dining with my family at Rough Creek.

8) TRAVEL - Traveling engages the senses, enhances knowledge, and is the impetus to encourage you to try new things or maybe rediscover some old things that have been long forgotten. I'm traveling to Ennis to rediscover the classic outside drive-in at Galaxy. Seeing Denzel in Unstoppable! Then on Saturday I'm staying overnight when I travel to Glen Rose for my Rough Creek birthday dinner. So excited!

That's my special week where it's all about me. Check in each day to follow up on my adventures!

Don't Forget to Ask About Dessert

This past Sunday I was having brunch as I often do at one of my favorite spots, Cafe Lago. The waitress recognized me as a regular and I recalled her as well. It had been a while since she served me. The weather was beautiful.....sunny and high 60's.........so the patio was full and it was busy. I placed my order and then sat back to enjoy the view.

My food was delivered promptly and after savoring it I thought dessert would be a nice ending. I waited for my server to bring by the dessert plate or ask what I would like. Imagine my surprise when she handed me the check! She didn't bring the dessert plate, she didn't ask me if I wanted dessert and here was my completed check!

My first thought was to just pay the bill and get a treat somewhere else. But since I really did want one of their special desserts I asked her to add it to the check. It was a good meal and an okay experience. However, it would have resonated more highly in my mind if she had been the one to ask me about dessert instead of the other way around. She was focused on the mechanics of serving: take the order; deliver the meal; deliver the check; etc. She should have been focused on me and what I may have want or needed.

It occurred to me that our credit unions and other financial institutions may be very similar to this restaurant. The staff goes into process mode when it is busy and just works to get the basic job done. They forget about treating each member as a unique individual and discovering what they may need or want. Sometimes it may be that a series of questions need to be asked. Sometimes it may just be one question. Opportunities to expand the relationship and cultivate loyalty are often missed by the failure to ask.

So I wonder how much business is being left on the table? How many member needs are going unmet? How many members are giving us some of their business but going elsewhere to a provider that will ask them about their wants and needs? How many times are our employees failing to ask our members about dessert?

A "Rough" Experience

I just got back from an absolutely fabulous stay at Rough Creek Lodge in Glen Rose, Texas. Rough Creek is a small resort nestled in the Texas Hill Country with just under 60 guestrooms and suites. It was a last minute getaway that my niece and I planned for some pampering and relaxing. I’ve visited this resort on several occasions and my stay is always a memorable experience that resonates in my mind as world-class.

However, this brief stay was different. Because of some recent project work related to service excellence my observations and expectations were heightened. I was pleased to see that on this occasion the bar for service has been raised even higher and it struck me as to how much can be gleaned from this resort by anyone in the service industry.

Make the Introduction an Event
When we checked in it was quick and simple. I was immediately called by name and welcomed warmly. We received an arrival bag with some snacks, bath salts and important information about the resort. Inside the bag was a card addressed to me with a special welcome message from the general manager. What an intro….my only thought was wow!

Provide Unparalleled Value
The room rate is what some would consider expensive but it oozes with value…..value that you don’t see often. A five star dinner and buffet breakfast is included complete with gratuity. Wireless internet is included along with DVD movies. In-room coffee, bottled water and snacks are complimentary. There are also a myriad of activities that come with the room rate. This is a unique feature that you will rarely see at other resorts. Other value-adds, included a special appetizer from the Chef beyond the standard appetizer at dinner. At breakfast, the Chef sent over a special blueberry pastry.

Execute Flawlessly and Consistently
From the moment we arrived until the minute we left, everyone called me by name. Before dinner, the host asked if we would like a complimentary photo in front of the fireplace adding that it would be emailed to us. I received the email with photo before dinner was over on my Blackberry. Now that’s service!

At both dinner and breakfast we were pampered shamelessly. When they said, “we will take care of everything” they meant it. At checkout, we received a departure bag filled with snacks and fruit. This is thoughtful as most visitors drive to the resort and have an hour or more drive back home.

Executing flawlessly does not mean that there will not be snafus. The difference is that when you have these snafus you recover seamlessly and you have systems in place to do it. On another visit, my niece found a small spider on her dessert at dinner. The chef came over to apologized personally, she was given another dessert, a credit was made to the bill and we received a note of apology from the general manager the next morning.

Today as we were checking out, the line of guests became quite long relatively quickly. The cashier immediately called for help and someone arrived promptly. The resort was respectful of the guest’s time and had systems in place to minimize the wait.

So what can those of us in credit union land or anyone in the financial services sector learn from the Rough Creek experience?

1) A transaction or interaction is an event. What can you do to make it a positive and memorable experience?
2) A wow beginning and ending keeps your organization top of mind and leaves an impression. What can you do to enhance your intros and endings?
3) Instead of leading by price consider how you can add value for which your members and customers will pay. Know your market and tailor your products/services to their needs.
4) An experience does not just happen. It is “operationalized” meaning that there are systems in place to ensure that it goes as planned and that it is consistent. Think Disney.

A Rough Creek experience is not easily duplicated. That’s what makes it unique and that is also what makes it one that can demand top dollar. What can you do today to begin making transactions and interactions a positive and memorable experience for your guests (members and customers)?