Chapter 20 – PoPP – Putting the Custom back into Customer Service

We are not all the same.  That  is stating the obvious.

When organizations are delivering products, services, education, why do most  take more of a cookie cutter approach rather than delivering specific value for the individual they are delivering to?

A custom touch to the delivery will  provide a positive customer experience.  If a customer feels they have been listened to  and understood, they will develop into a happier customer who can become a stellar ambassador. A customer who received what they are looking for,  will  let their friends know about it.  Those who do not receive a positive experience will spread the word to the world.

Sometimes the delivery organization/ person may not be able to totally match what they can provide with the customer wants.  It is still important to provide the value that can be added at that time and make sure the customer knows that the shortfall has been noted (and DO make note and pass it on to the appropriate resource).  Communicate honestly with the client on what can and cannot deliver.

The best organizations take these delivery shortfalls seriously.They ensure there is a mechanism to capture these ideas which can be gold mines for future improvements and innovations.  Even better, they get back to the requesting customer(s) when there is a solution in place to deliver the requested value.

Whether your customer is internal to your organization, external, a peer, vendor,  executive or other stakeholder … Add the “Custom” back into Customer Service and gain loyal, life time relationships with your customers and clients.


Thoughts by Joanne

Forgetful Thoughts:

I thought a thought but now forgot
I bought a thought by now it’s not

Thinking Thought:  Everything I think about , I have a thought about….

Bubbly Thoughts

Effervescent playful pops
Like bubbles
Playful thoughts
Meaningless and nothing like all around
Until you hear that bubbling sound
And see the rainbow on the arc
And enjoy in joy the dream that starts

Silly bubbles silly thoughts


Chilling Thoughts

A snowy day
hide away
Thoughts to sate your inner way


Catty Thoughts

Watch the cat watch you watch the cat watch you
Hypnotic. Meditative
They are in tune with more than you know
Let the purring sooth you sooth them sooth you


Doggy Thoughts

They will love you no matter what.   Trust is earned
Make the what loving joyful secure and the trust will bloom


Relationship Thoughts

Let your relationships grow and mature, you grow and mature
Everyone grows and matures
See people and enjoy people as they are in the here and now. Stop seeing yourself them as you were in the past   As we change. Relationships change

Lonely Thoughts

You can only be lonely if you do not enjoy your own company
Learn to love yourself


Happy Thoughts

If you think you are happy you are
If you are happy it opens the door to peace and contentment
The path to happiness is to be grateful for your life experience. Every lesson is a blessing to where you are now.
Think and thank your way to happiness


Swim Thoughts

Think or swim
You can bog yourself down in thinking or you can swim in thoughtfulness

Rainy Day Thoughts

A good day for a duck

A good day for me to duck

Back into the down filled feathers of my pillow

A good reason for a lazy day.


Sometime my inspirations astound me.  I am going to attempt to collect what I call my Joannisms, in this blog.  Come back often to see what my brain has brought back to land 🙂

July 2015-

Forest or the trees?  You need both. One gives the vision and form;  One gives the individual resources to execute the form and vision .  Joannism

Chicken or the egg?  Which came first does not really matter.  You just need to know when to use what for what 🙂  Joannism

Stay true to yourSelf!  You know who you are, what makes you happy and what motivates you at any one time!!  Joannism

It is one thing to want something in your life and another to manifest it. Be clear in your thinking on what you need, want, desire to show up in the here and now.  Joannism

Bright colours can help your spirit overcome a dreary day! Jewellery can have a soul impacting effect!! Joannism

Things do not go any faster when you are impatient. Impatience does lead to stress and increased errors in judgement. Joannism

Acting and moving forward is better than remembering and not.  Joannism

The grass is always greener on the other side of the fence…  that is because they pull the weeds, fertilize and water.  If you do that for your own grass,  it too will be green and lush.  Make sure you do the same for yourSelf!  Joanneism

Twitter version: The grass is always greener on the other side of the fence because they look after it.  Make sure you do the same for yourSelf!  Joanneism

Advice: Enjoy what is around you. Take time to breath, stretch, observe, meditate, read, be creative, nurture yourSelf and others. Joanneism

Celebrate! Who you were, who you are and who you are yet to be!  Joannism

What did pre-historic man think? “Hey let’s make this easier”and developed the wheel.  Be creative and look for ways to be inventive & improve your world!!  Let your human nature out to exercise. Joanneism

Twitter: Be creative and look for ways to be inventive & improve your world!!  Let your human nature out to exercise. Joanneism

June 2015

Take quiet time to  hear and to act upon Universal messages that are flowing to you always.  Ask and receive. Joannism

We are the centres of our own universe.  We just need to practice empathy where and as we intersect with other universes. Listen carefully in the silence and be guided!  Joannism

One size fits all? Just like a learning style,  work styles are unique.  What is suitable and productive for one,  may not be for another.  Joannism

Mind over matter-  if you don’t mind, it does not matter.  Joannism

Put custom into customer service.  Joannism

Why does the light bulb go on i.e. “eureka moments” more often in the middle of the night?  Joannism

May 2015

Forgetting faster than learning, I wonder if it’s a sign of being over the hill or going over the hill  while tobogganing?  Joannism

I have an excellent memory although it may not recall exactly when I want it to.  Joannism (revised,  I have been using this for many years)


April 2015

See PoPP(Peril of the Purple Panties) series

March 2015

We are doing an awful lot on the fly… hope all of the eggs we are juggling stay in the air or else egg on the face it will be!


Nov 2014

We are being paid for our brains, not our beauty, else we could just sit here and look pretty Joannism


Pawsitive thoughts

Pawsitive thoughts
The Dog

My mom may have been called a bitch but she taught me some pawsitive things that still serve me well and keep me well and happy.

1. Stretch when you wake up and regularly through the day. Pups do this automatically. Us elders need to think about it more. It improves the muscle tone, increases muscle control, and improves flexibility and range of motion.


2. Give thanks for your blessings. Start everyday with a small paws for the things you are grateful for. Pepper you day with thoughts of what you are grateful for… big or wee. It will help keep your attitude positive and your will strong. Sometimes blessings are in disguise. Give thanks for them too.


3. Give thanks for your lessons. Sometimes things are easy and come with training treats. Sometimes they are harder and not easy to understand. Take time to give thanks for all your lessons for they make you who you are and lay the groundwork for the next steps.


4. Look at your reflection and contemplate where you are and where you want to go. When I see another dog in the mirror, reflected back at me, I see the beauty of who I am, who I am becoming and whom I will be. I leave a trail of paw prints behind me making it easier for the next pup to follow! What trail have you blazed? Big or small we love them all!


5. When you do something you love. Do it passionately, go full out! This is the joy of life. Do not miss out on it!!


6. Take time to touch a loved one, Snuggle, hug. Makes everyone a little better. Touch is a great healer!

3 peas in a pod

7. Trust. It is all already taken care of. Everything and everyone and every occurrence is for a reason. You may not understand right now…. But you will!


8. Let your creativity speak. Do not squash it or judge it or make it not good enough. When your muse speaks through you, you do not know where the message is needed.


9. Enjoy what you do and do what you enjoy. If you are not either change the activity or change your attitude about it. Why spend any time in misery?


10. Be yourself, be comfortable!



Favourite quote collections from successful entrepreneurs

Here is a collection of quotes from successful entrepreneurs and thought leaders.  I have found them to be inspirational and I hope you do too.  Also please subscribe to this feed for updates as I add more quotes to the collection.  I have blogged about some of my favourites on this site as well – see my other posts.


1- From Sir Richard Branson – My Top 10 quotes on dreams

The story of Virgin is a story of big dreams. The odds have been stacked against us along the way, but by not limiting ourselves to what have been told to be true, we have been able to make the impossible possible.

We should all dream, and encourage others to do so too. Dreaming is one of humanity’s greatest gifts. On that note, here are my top 10 quotes on dreams…

2- Wherever you go, there you are.  Attributed to Mark Twain (not definite)

3- You do not know the answer until you ask the question!Attributed to Mark Twain (not definite)

4- “Let us be grateful to the people who make us happy; they are the charming gardeners who make our souls blossom.” – Marcel Proust

5- “You become what you think about.” – Napoleon Hill

6- “Out of your vulnerabilities will come your strength.” – Sigmund Freud

7- “You will get all you want in life if you help enough other people get what they want.” – Zig Ziglar

8- “You will get all you want in life if you help enough other people get what they want.” – Zig Ziglar

9-“They always say time changes things, but you actually have to change them yourself.” – Andy Warhol

10-“Everyone thinks of changing the world, but no one thinks of changing himself.” – Leo Tolstoy

11- Success is getting what you want. Happiness is wanting what you get. Dale Carnegie-

12-“A single day is enough to make us a little larger or, another time, a little smaller.” – Paul Klee

13-“I want to know God’s thoughts… the rest are details.” Albert Einstein

14-“We don’t make mistakes, just happy little accidents.” – Bob Ross

15-“If you ask me what I came to do in this world, I, an artist, will answer you: I am here to live out loud.” – Emile Zola

16-“My destination is no longer a place, rather a new way of seeing.” – Marcel Proust

17-“Imagination and fiction make up more than three quarters of our real life.” Simone Well

18-“No act of kindness, no matter how small, is ever wasted.” Aesop

19- “Imagination and fiction make up more than three quarters of our real life.” Simone Well

20-“Think before you speak. Read before you think.” – Fran Lebowitz

21- “Happiness is when what you think, what you say, and what you do are in harmony.” – Mahatma Gandhi-

22- “May you live every day of your life.” – Jonathan Swift

23- “The secret of success in life is for a man to be ready for his opportunity when it comes. Benjamin Disraeli

24- “One word frees us of all the weight and pain in life. That word is love.” ~Sophocles

25- “Action expresses priorities.” – Mohandas K. Gandhi

26- “You don’t drown by falling in the water; you drown by staying there.” – Edwin Louis Cole

27- Take the letters that make up the word LISTEN and rearrange them so that they spell out SILENT.- Dr. Wayne Dyer

28-“To do nothing is often my most profitable way.” – Virginia Woolf

29- “Well done is better than well said.” – Benjamin Franklin –

30 – “Words without experience are meaningless.” – Vladimir Nabokov –

31 – “The artist is always beginning.” – Ezra Pound

32- It is wonderful how much may be done if we are always doing.” – Thomas Jefferson

33- “Let yourself be drawn by the stronger pull of that which you truly love.” ― Rumi

34- “Next to love friendship, in my opinion, is the most valuable thing life has to offer.” – Henry Miller

35- “Life is 10% what happens to you and 90% how you react to it.” – Charles R. Swindoll

36- “No matter who you are, no matter what you did, no matter where you’ve come from, you can always change, become a better version of yourself.” ― Madonna

37- “Don’t compromise yourself. You’re all you’ve got.” ― Janis Joplin

38- “If you always do what interests you, at least one person is pleased.” ― Katharine Hepburn

39- “Anything you do not give freely and abundantly becomes lost to you.” – Annie Dillard 

40- “Talent is cheaper than table salt. What separates the talented individual from the successful one is a lot of hard work.” – Stephen King 

41- “Passion will move men beyond themselves, beyond their shortcomings, beyond their failures.” – Joseph Campbell 

My recommended articles on remote working

Here are some good articles I have found that articulate the benefits of remote working.  Bookmark or subscribe to this page for more updates!

1- From TeamGantt on Pros for remote working

People will often ask us if we have an office or when we plan to get one.  Our immediate response is that we have no plans to get an office for TeamGantt.  The reason is that we wouldn’t get anything done!  Ok, maybe we would get some things done, but we wouldn’t be nearly as productive as we are now. – See more at:

The #1 Reason that We Work Remotely at TeamGantt


2  From:




Popp- Chapter 17 – Truth or Dare

“If you tell the truth, you don’t have to remember anything.”

Mark Twain

I have found this to be good advice. It is always easier to recall the truth than something you made up. I have a stellar memory, it just is not always timely! I found fabrications I have tried in the past stressful and against the grain of my ethics.

In fairness, your memory of the truth can even change with time. It is influenced by conversations, experiences etc. Memories can also shift by things that happen that may stimulate clearer memories, It is still key to start with the base of what you see as truth at that point in time.

Lies tend to be like a ball rolling down hill. As they roll, they pick up more dirt and may cause you to have to support lies with more lies or fantasy.

Simple example: You get invited to an outing and you really do not want to go. Do you:

  • Reluctantly go
  • Make up an excuse as to why you cannot go
  • Gracefully decline


My preference: #3 If you must: #1 Most likely to roll down hill: #2


Even little white lies are lies. If you do not want to say something that you think might hurt someone’s feelings, do not say anything.


If someone asks you for an opinion, answer honestly but pick your words carefully. Example: How do you like my new hairstyle? YIKES… you do not like it. You could respond, it is not something I could carry off but you know what you like.

I love a good mystery show. In these you can see the psychology that is used by the detectives rely on catching people in lies and making contradictory statements.

Lesson learned: Be caught in the truth and not in a fabrication!


Brain Craze versus Mindfulness

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The obvious becomes less obvious with time, distractions and distance!  Memories do change. People shift consciously and unconsciously.

Different people at the same meeting can remember discussions and decisions differently.  This can lead to stress and strife. People head out with good intentions but may not end up marching to a unified tune unless reminded what that tune is. You might not remember what you think it is. This is a good reason to make note of things and keep those note somewhere nicely filed and accessible.  In project world this would require a good RAID log stored in a central repository.

Try and live by the ideal of “A place for everything and everything in its place.” I wonder how much time is spent searching for misplaced items? I am not saying a everyone must have a pristine space as everyone has a personal style. Just have your own sense of “place”. I am sure some things will occasionally be misplaced but if you practice being mindful of where you want to put things and discipline yourself to that, I am sure you will free up hours of your life and reduce stress.

If the space around you is cleaner, more mapped and more organized your mind will be too

You might not remember where you put it, or exactly what was said by whom when, but you will have a better chance of finding it by practicing the art of mindfulness.

Wherever you go, There you are

Wherever you go, there you are.

The Original source of quote is thought to be Confucius but some say the source leads to leads to Bukaroo Bonzai. It is really not known.

I do know it is one of my favourites. It has had me pause on several occasions to reassess who I am and where I am going. Ultimately it is the realization that you are already there , without effort … enjoy the journey!

wherever you go