JJ's Tips in this issue:

1. JJ's Wedding January 10th
2. New Beginnings & Keeping Resolutions
3. JJ's Favorite Quotes
4. Tele-Coaching & Tele-Mentoring


WEDDING NEWSFLASH: JJ Lauderbaugh and Scott Petermann were married in the elegant MGM Grand Forever Grand Wedding Chapel in Las Vegas, Nevada on January 10, 2004. It was a beautiful small-family wedding of 20 people, and the LIVE internet broadcast was watched by family, friends and clients across the country and in other countries.

(For the women and the romantics, JJ wore a sleeveless, vintage-style, crème-colored gown that was longer in back. Her matching shoulder-length veil, and beautiful peach/coral colored bouquet completed the bride's look. The groom wore a black tux.

JJ and Scott added their personal vows to the ceremony before the song, Keeper of the Stars, by Tracy Bird was played. It was an extraordinary and beautiful wedding!)

Here is where you can see our wedding replay until 4/23/04. Just put in wedding date 1/10/04 and SEARCH...if you have a high speed internet connection.



Back to business.....Use the following tips as training tools.

Present the problem to your group and brainstorm solutions together, or submit your own situation question to be answered in an upcoming newsletter.


How do I get my work and personal resolutions to become a reality this year?

I have already broken most of them, and am concerned that this will be another year of the same old thing, just good intentions and nothing else. How do I light a fire under myself and my staff to make a bigger difference in our department?


By mid January, many of the new years resolutions we made for ourselves and our businesses have already been broken or found to be harder than we expected.

People also get stuck in analysis paralysis, or always getting ready to get
ready. It's not too late to start now or again. These tips will help you
predetermine the outcome of your goals in 2004.

Remember, your mind is powerful!

1. PLAN TIME TO PLAN. This is the part people forget to do. For the last ten years I have rewritten my CURRENT goals between Christmas and New Years, but this year I purposely waited until after my wedding on January 10th. It's important to PLAN time to plan when there will be minimal distractions
to sabotage the process.

Most people have good intentions to lose weight, stop smoking, be influential and motivational to their children or become healthier this time of the year. We also look at our businesses and how to become more successful this next year.

One of my CEO clients told me he had had his best year ever but hadn't made more money. He was struggling with the uncertain (nice guy) management of his people, and his different departments were operating as islands instead of well-oiled teams with bottom-line thoughts and actions.

Another client said they had a desire to increase sales by following up on prospects who had inquired about their services but hadn't become a customer.

Others said they were eager to create a competitive advantage by offering more service to their customers. And since up selling and cross selling are additional services when they're done well, companies are asking for help to increase their sales and service through up selling and cross selling.

Consistency of staff and better internal communication and commitments are also seen as areas that need to be improved by many companies.

2. MAKE A PLAN. A plan, goal or resolution is only wishful thinking until it is written. Then the how-to process needs to be mapped out on paper and in your mind. What can you do on a daily, weekly, monthly basis to make your goal a reality. Who else is involved? What commitments are you willing to make where you can say that you'll do whatever it takes to make it happen?

Keep it simple by taking a legal-size pad and writing what you want to accomplish most in 2004. Don't look back at last year's goals if you did write them, but instead, look ahead and visualize how you want everything to look and feel when they're accomplished during the year.

What new levels of business success will you reach, and what do you need to do to make them a reality by your deadlines.

Each new year I go through a renewal process in all areas of my life. I look to see what is out of balance, for we are all the sum total of our choices we've made in the past. If we keep doing the same things, we'll keep getting the same results. So I write the new year's goals looking forward to change, taking a risk and stretching myself in unfamiliar territories.

With my new marriage and further commitment in my work, my plan this year shows an eagerness for change and balance, and a renewed excitement to make a difference in my clients' businesses!

Each year a new theme is created for my business year, and this is put at the top of the current year's list of goals on how-to-get-there statements.

When I can't think of anything else I want to accomplish this year, I observe the number of items I've listed. The first year, it filled only half a page, and after 10 years, I'm averaging a page and a half.

Then I move on to another page for the remaining four years. There will be fewer items so less space is needed. Again, I don't look at last year's notes because each 5-year plan is a new beginning with new circumstances. This is the fun part because this page is your wish list for anything
you want. Remember, WHAT YOU DWELL ON IS WHAT YOU GET!

In the last ten years, many of the goals that were projected for years away became reality one or two years earlier. Examples are, meeting and exceeding my financial goals, writing another book, getting a publisher, speaking before huge audiences and seeing myself keynoting on the large screens that
were bigger than life, creating products, spending a long vacation at the Grand Wailea in Maui, getting engaged, married and going on a cruise honeymoon (in February) with the wonderful man in my life, and other goals from my wish list.

. After your 5-year plan is written, then look back at last year's plan to see how much you accomplished and where your focus was then. You can add to your current plan anytime during the year, and also check off the things you've already accomplished. These checks will keep your "fire" going.

On your calendar, write in red ink at approximately the same time each month to "read 5-year plan aloud." Reading it each month keeps you visualizing and working your plan. When you hear yourself speak the goals, you quickly evaluate your progress and successes.

It takes about 21 days to break or create a new habit. Don't beat yourself up for not making your goals happen right away. Don't dwell on the negative, and don't EVER entertain the idea that you might not succeed. Instead, renew your resolve and get excited about the outcome and benefits that will be
yours. This process is a key factor in accomplishing goals sooner than you expected.

Keep it simple and consistent. If writing your goals and yearly business plan is new to you, this is probably all you will want to do for this year. For you more-experienced goal setters, read on.

5. BONUS TO SPEED THE PROCESS. If you want to speed the process and come closer to predetermining the outcome, here are the other things I add to the page beyond the next four years.

What do I think MY LIFE'S PURPOSE is. Mine is making a difference in people's lives personally and professionally, to increase the quality of their lives, and to give whole heartedly to my husband, children, family and business associates.

This is followed by a list of my 5 KEY VALUES. It consists of what I value personally and professionally. When it's read each month, I quickly realize if I'm living my values, and if not, adjustments are made.

The final part is WHAT WILL THE EMOTIONAL PAYOFFS BE when I reach these goals. This list of personal and professional benefits always helps me persevere and discipline myself to do whatever is needed to reach my goals.

Plan to Plan; Make a Plan (2004-one or two pages; Next Four Years-one page; Life's Purpose Statements, 5 Key Values, and Emotional Payoffs-one page); Work your Plan; Mark your calendar to, "Read 5-Year Plan Aloud" once a month.


"Every single life only becomes great when the individual sets upon a goal or goals which they really believe in, which they can really commit themselves to, which they can put their whole heart and soul into."
-- Brian Tracy

Everyone has his burden. What counts is how you carry it."
--Merle Miller

"Dreams are extremely important. You can¹t do it unless you imagine it."
-- George Lucas



Customer service or sales?

Inbound or outbound call center sales and service?

Dealing with irate internal or external customers?

Motivation and growth of your people?

Leading and Coaching your staff?

TRY our one-on-one Tele-Mentoring (phone coaching service) that is available to business owners, executives, managers, supervisors and staff members.

Call for your FREE CONSULTATION now! 800 500-9656 or 408 866-7673



Have you had an Evaluation of Your Environment lately so you could receive suggestions on improving it? (It's like the doctor's check up, you often don't know you need it, until after you've had it.)



JJ Lauderbaugh, CPCM
408 866-7673 or 800 500-9656, 189 Altura Vista Dr., Los Gatos, CA 95032.

JJ works with companies that want to give exceptional customer service to
increase sales, and with Directors and Call Center/Help Desk Managers who
want to improve human performance.

She's an international speaker, trainer, facilitator and certified management consultant (CPCM) on customer service management, specializing in performance improvement, call centers, up/cross selling and outbound calling.

For training resources, free articles, tips and streaming video, go to our web site at http://www.JJLauderbaugh.com

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