About Me

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William is an Assistant Professor at Mount Saint Vincent University in the Department of Business Administration and Tourism and Hospitality Management. He is fascinated by research around how individuals construct and create their social realities, intrigued with the powers of creativity and innovation, and an avid proponent of outstanding service experiences. When not teaching, writing, or researching, he tries to spend time with his family and occasionally paint. He is currently completing his PhD in Management at Saint Mary’s University.

Saturday, October 29, 2011

The Power of "Thank You"

The other day I came home and found a card on my wife’s desk. Before you think that I was snooping, the corner of her desk is normally where she puts the family mail. When I looked to see who the card was from, I found that it was a thank you note from our new dentist. The office staff had all signed a card thanking my wife for recommending me to the clinic.

A little odd you might think. Isn’t it natural that when one person in a family finds a good service, the rest of the family uses that same service provider? Isn’t it...obvious?

No. It’s not obvious. I have the ability to choose for myself who to go do, and this dentist’s office understands that fact. If my wife and I end up in the same place, our kids will likely go there. If we are happy with the service, we’ll stay, talk about it, even recommend more people.

Our local dentist’s office understands the power of ‘thank you’, of moving away from an assumption of satisfaction, from an email or voice message. They took the time to sign a card and say it personally. They invested a little bit of themselves into the relationship.

Over the last three weeks, I’ve received a few hand-written cards of thanks. I keep each one and display time in my office like Christmas cards. To me, the senders of these cards understand the need to get back to the basics of human relationships. For that, I celebrate their actions and their tokens.

How do you like to be thanked? How important is this human touch in your world? Let me know in the comments. 

Wednesday, October 5, 2011

Sharing stories & expanding communities

Back in August, I started to engage in a few conversations about guest blogging.

Having a relatively short blogging history IMHO (under 40 blogs to date), the idea of contributing to another person's blog was exciting. I could think about the messages that I wanted to share in other places, the tone that I wanted to convey and work on different topics.

At the time that I wrote this post, I had been to Shakespeare by the Sea here in Halifax, Nova Scotia. They do a fantastic job putting on outdoor theatre and working with the audience that I was inspired to draw some links between live theatre and customer service (not a huge stretch, I know).

After I wrote and submitted it, I started to think about what it meant to share content on other blogs - taking my material to the home field of other people. It struck me that this type of sharing and engaging was exactly why I jumped into social media. To share my stories with others while I worked through them myself. To interact and engage with both like-minded and other-minded people. And to expand my community in the process. My new community now includes Daniel Sharkov, a 17 year old blogger that's expanded my education about blogging, sharing and the development of an online network.

Without a doubt, I'll be taking up more guest blogging opportunities. It was great fun. I guess I can also continue to be comfortable with my blog title "The Education of a Prof". I'm still learning.