The Change Agent Blog: General

One Size Fits All Doesn’t

Spring arrived very early in Ohio and the great weather occurred the week that both boys were home from college during their Spring Break which was really nice. If you can’t afford to go to Florida, it’s terrific to have 80 degree weather in Ohio! It was great to have them home but admittedly my work tripled for that week. However, I would not trade my clean house for them not being here anytime soon. I know that just around the corner they will be moving out permanently.

Speaking of moving out, we are slowly readying our house so we can put it on the market and downsize to a smaller home with less taxes. As I’ve been doing my homework by going to open houses, I realize how stuck I’ve been with a certain look in our home. Seeing other homes is getting me excited about becoming more of a minimalist. Our home stager was brutal in making suggestions so that everything looks generic for a one-size-fits-all-home which is much easier to sell.

Unfortunately, that’s how many organizations tend to make their customer service “rules” and award systems – one-size fits all. It rarely works – not with customers or staff. Your employees who serve your customers want individual recognition and they want to provide input as to how to serve your customers more effectively. See below for three of my tips for organizations from my 107 Tips for Developing Customer Loyalty booklet:

Tips for Developing Your Customer Loyalty:

  • Develop a customer service reward and incentive system, which may include a point system for gift certificates or funding for external continuing education. Encourage competition for better customer service only if it rewards internal teamwork.
  • Ask employees for ideas on how to provide better customer service. They know how to improve service because they are the people on the front lines delivering service and hearing customer feedback. Really listen to employees. Compensate for good ideas where there is a return on investment.
  • Have the CEO send a thank-you letter to employees who are delivering exceptional service.

One final note of interest: By request, I’m developing a brand-new program for one of my clients on Rebuilding Trust in the Workplace. Let me know if you are interested in more details as I’m very excited with my initial research because rebuilding trust in organizations is very similar to what I teach in prison ministry. Here’s the brief description so far:

Plant closings, mergers, acquisitions, bullying bosses, fear of job loss unfortunately are prevalent in today’s workplace. Leaders, peers, colleagues, suppliers, and even customers have been or feel betrayed – their trust is gone or being severely strained. Most organizations totally underestimate the considerable costs of compromised trust in the workplace.

The good news is that while betrayal in the workplace and resulting loss of trust may be inevitable, the consequences can be reversed. And in some cases, the work necessary to reverse the loss of trust is so powerful that the team or the company is actually stronger for the effort. This workshop will guide participants through the transformational work required to make their organization healthy and provide them with tools to help them become the most powerful expressions of their best selves.

Based on Dennis and Michelle Reina’s book, Rebuilding Trust in the Workplace: Seven Steps to Renew Confidence, Commitment, and Energy; and Stephen Covey’s best-selling books on Trust as well as four years of transformational inner healing ministry with prison inmates and human trafficking victims, Patti delivers a cutting-edge program that helps people who have been betrayed in a trusting situation by providing a holistic method for releasing emotional “baggage” and assimilating th e lessons learned from the experience. It will also help people who have accidentally or deliberately betrayed others. Both will discover constructive new ways of carrying on.

Make it a great Spring!

12 Choices for Happy People

Charlie-Brown ChristmasI always loved the classic Charlie Brown Christmas because Charlie was bothered by all the commercialization of Christmas and the desire to compete and compare. I know that the holidays can be difficult for many as it tends to be a time when we compare ourselves to others more than other times of the year. While I really enjoy reconnecting with old friends on FaceBook, I find that there are times when I find myself comparing my life to someone else’s life. Mary’s kids are more accomplished than mine. John is taking an amazing vacation, I wish I could. . . and so forth and so on.

My own sons and their friends tend to spend more time on electronic postings than they do in engaging in meaningful conversations or shared social experiences. And now, just as many adults are doing the same, and it doesn’t make any of us any happier.

To that end, I decided to change things up for my December blog. A colleague of mine mentioned Sonja Lyubomirsky’s list of 12 Things Happy People Do Differently in her post and I was inspired to write my own list of 12 Choices for Happy People. I came up with my list based on many of the things I talk about in my change workshop (and other training). I also teach some of this in my ministry to prison inmates and human trafficking victims and have seen radical transformation and healing take place. Obviously my list can coincide with the 12 Days of Christmas. Here’s my list –

12 Choices for Happy People:

  1. Choose not to be offended.
  2. Believe the best about others.
  3. Avoid social networking comparison.
  4. Be happy for others.
  5. Forgive and release the pain others cause you.
  6. Look for ways to be kind to others.
  7. Savor the little things that bring you joy.
  8. Nurture relationships.
  9. Cultivate a positive attitude.
  10. Take care of yourself.
  11. Express gratitude daily.
  12. Develop your spirituality.

My hope for you over the holiday season and into the New Year is that you would live each day intentionally. Choose to do one thing each day that will contribute to the good habits I suggested above. Come up with your own list of choices/habits and post them for others to read. I truly believe that building good habits will lead to greater happiness in your life.

Wishing you and yours a very Merry Christmas and a wonderful New Year!



Is Change a Beginning or an Ending?

Change can be viewed as a beginning or an ending . . . or both. For example, we are experiencing major change in our home this month. Our oldest son Bryan moved to Dayton 3 weeks ago where he transferred to Wright State University and will be finishing his Elementary Education degree. This weekend, we will be moving our youngest son Drew to Ohio State University where he will be studying to become a Food Chemist. While I’m delighted to have a cleaner home, I’m also feeling the pain of not having daily interactions with my boys. Is this a beginning or an ending?

It depends. My hope over these last few years has been that by the time my kids left home that we would all be genuinely sad (rather than counting the days until they were gone) and their departures have been both sad and joyous. I want them to thrive in this new beginning for them because I want them to become the men they were created to be. Yet, the ending of this season of our relationship is also a very real loss to me.

Often change can be both a beginning and an ending. It’s how you choose to view it. I admit that sometimes it’s challenging to practice what I teach – to focus on what I can control and to let go of what I cannot control. Like you, I’m learning how to enjoy this journey of nonstop change day-by-day both personally and professionally. On to my tips for your workplace…

In the midst of nonstop work change, it can be easy to forget our customers when our organization is going through change. Change is rarely transparent to those we serve. So, today’s tips are from my 93 Tips for Managing Change booklet and these specific tips come from my section on Tips for Managing Your Customers through Change:

  • Be proactive in your communication but recognize that many customers don’t read your marketing literature. Therefore, increase the various types of external communications you develop. Use newsletters, advertisements, and your Website to inform your customers of changes that impact them.
  • Broaden your customers’ understanding and perspective about your change(s). Are you changing for the sake of change or is there a clear reason to do so? Customers don’t want to switch to another service/product provider unless they must.
  • Make it easy for your customer to do business with your organization regardless of change. Be the best in providing a system of procedures and policies and way of doing business that was designed with the customer in mind AND be the very best at delivering service that your competitors cannot match.


Book Garage Sale: As we’ve been contemplating our boys moving out, I’m beginning to think about downsizing. So, I’m going to have a “garage sale” on my Banking Secrets books. One of my former niche markets was in banking (that was before the banking crisis) and I wrote two of my books for that market. Although the examples are specifically from banks, the content itself applies to all different kinds of organizations and they are great learning tools. So, I’ve decided to have a huge sale on these books. They are far more beneficial in your hands than on my storage shelves.

I hope you will take advantage of this great offer – 2 books that normally retail for $21.90 will be sold for $5 total. This will cover my shipping and handling costs. You will automatically receive one of each book unless you indicate in the Note section of your paypal order that you want 2 of a specified book. If you are buying these for work, you can also mail me a check. You can order as many books as you would like at this special price. Be sure to use this special link to place your order: Click here to order the Banking Secrets Book Bundle

Here are the specific details about each book:

Handling Customer Problems


Gallup recently surveyed retail banking customer and found that only 26% of bank customers who had not recently had a problem considered themselves extremely satisfied with their bank versus 51% who had experienced a problem but were extremely satisfied with the way it was handled. For most banks, the bottom-line is impacted by how well your employees handle customer problems and whether or not they keep your current customers loyal to your bank.

  • Discover the two dimensions that determine exceptional service and the main ingredients that will build your bank’s customer loyalty
  • Understand why a customer’s complaint is a gift to your bank
  • Learn five steps to owning and fixing your difficult customers’ problems
  • Apply three techniques for handling complaints and criticism

Here’s What People are Saying:

“If you want to improve customer service in your bank then Patti Hathaway’s new book is a must read! It contains a wealth of information that can be easily incorporated into your business and it will have a positive impact on the bottom-line results. Ms. Hathaway’s approach is convincing, practical and lasting.”

President and CEO
Western Ohio Fifth Third Bank

“Patti Hathaway hits the mark with sensible, practical and most importantly actionable ideas. In her light hearted style she ties this together with actual real life examples. Her book will be a great inspiration for our team and will provide a true payback for our customers and our employees.”
Executive Vice President

National City Bank

“A unique and memorable approach to providing exceptional customer service to banking customers. Patti Hathaway provides fundamental skills that are essential for building customer loyalty in banks today.”

Oaks Bank

Unleashing Employee Greatness

Unleashing Employee Greatness.gif Do you know how to unleash greatness in your employees? It largely depends on whether you are a manager or a leader. Do you understand the difference between the two? Gallup surveyed one million employees and 80,000 managers and found that an employee’s relationship with his/her direct supervisor will determine (1) how long they will stay, and (2) how productive they will be while there. Becoming less of a manager and more of a leader can be an extremely powerful and profitable change – both in terms of meeting your organization’s goals and in the greater personal satisfaction both you and your employees will enjoy. This book will enlighten, motivate and inspire you to take on the challenge of unleashing every employee’s greatness!

Learn and recognize the phases each manager goes through in order to become a leader.
Understand how to encourage your employees to take on more responsibility and accountability so that you can have more time to lead rather than manage.

Discover why investing and spending time with your best employees is the fairest thing to do.
Apply the crucial skills of giving praise and constructive feedback to your employees.

Here’s What People are Saying:

“A masterful job of researching and presenting leadership strategies that will reap bottom-line results in the organizations that implement them Managers will benefit professionally and personally from reading your book.”

Vice President of Human Resources
University of Dayton

“This is a must-read book for companies that are serious about improving employee performance. Patti Hathaway provides a real-world approach to improving employee productivity that provides companies with a road map for success.”
President High Point University

Chairman, Great Harvest Bread Company

“Patti Hathaway has a gift for synthesizing practical insights from the real world of the marketplace. In the classroom and in her books she provides ideas that leaders can use.”
Executive Director

Ohio Bankers League

Tool for Deepening Customer Loyalty

Our boys played lacrosse all four years in high school as a club sport. That basically means that a team of parents did what the athletic director would do for a school-sponsored sport – they hired and fired coaches, scheduled games and transportation, etc. While my husband Jim served on the board for 3 years, my biggest contribution (other than selling more mulch than any other family for our annual fundraiser) was to put together a web survey to evaluate the coaches and club each year.

survey-rest-areaOne of this month’s tips talks about using surveys for customer feedback. Over the years, I’ve learned some things about doing surveys both personally (lacrosse team) as well as professionally to assess the needs of my clients:

Timing is important. If the survey is too far after the event, people don’t want to fill them out. Likewise if you put the survey deadline too far out, it will get lost in the busyness of life and people won’t complete it.
The people who feel negative about their experience are far more likely to complete a survey than those who are satisfied.
The open ended questions tend to provide far better information than those questions that simply ask for a rating. However, the rating questions can be used to compare progress from survey to survey.
People need to see how you use the survey results. Refer back to the results when you discuss policy, procedure, pricing, and/or people changes so that they see that their feedback was used.

My favorite web survey tool is SurveyMonkey – it allows you to develop a survey using your logo and colors (with a professional membership). For personal uses, you can use their free basic membership. And, most importantly it’s easy to use.

Today’s tips are from my 107 Tips for Creating Customer Loyalty booklet:

  • Use a Customer Satisfaction Survey for customer feedback. Let employees know what happens to customer comments. Suggest specific action plan ideas to individuals and/or departments on how to improve their customer service ratings. If using a Customer Satisfaction Survey, provide bonuses based on improvement or number of excellents received.
  • Provide an on-going customer service column in your employee newsletter. Keep customer service in the front of your employees’ minds.
  • Increase compensation for all employees who provide good customer service.

Essential Oil Recommendation: Deep Relief

Deep-relief-roll-on Deep Relief Essential Oil Roll is a proprietary blend of oils specially formulated to relieve muscle soreness and tension. It’s also great for headaches including migraines. Peppermint, Wintergreen, Copal and Palo Santo essential oils as well as others play an integral part of healing in this blend. Apply on the location where you have soreness or tension every fifteen minutes for up to four applications. I find this oil very effective for my aches and pains and really like the portable convenience of a roll on application.

For more information, visit Young Living Essential Oils

Tips for Managing Your Customers Through Change

My youngest son Drew and I have finished all of his college visits and he’s made his final selection. Drew has struggled with the immensity of deciding what he wants to do with his life. Regardless of the fact that we told him that many people change their mind about their career a multitude of times, it was important to him to figure it out before college (and it definitely impacted his college selection – see the end of the blog if you want to know what he decided).

It’s been a great opportunity for me to watch the process of change with him over these last couple of months. To help solidify his decision, I suggested he take the Keirsey Career Temperament instrument ( on-line for $19.95. It provides a detailed description of a person’s temperament (i.e. personality) and the likely careers this person would enjoy. It also included links to the job descriptions which included detailed description including job outlook. A great tool for the undecided student (or adult in transition)!

I learned that transitions and change is difficult for the young and old alike. During this same time, my husband Jim’s dad transitioned into an assisted living facility at the age of 93. We experienced first-hand the importance of clear communication as a “customer” with the colleges we visited as well as the nursing home. There is far too much assuming the customer knows about the changes that will impact them. So it is fitting that my tips are on how to manage your customers through change.

Today’s tips are from my 93 Tips for Managing Change booklet:

  • Obtain customer feedback on the change(s). Consider conducting focus groups or surveys of customers to gain their input on potential changes. Invite your key customers to be part of the change process. Ask your customers, “How can we better serve your needs as our customer?” If you ask for feedback, listen and be willing to consider the customer’s input.
  • Help your customers understand the “why” behind the changes that impact them. Customers want to know, “What’s in it for me?” Share the benefits to the customer as to why you are making the changes. Capture the heart of your customer by being clear as to how your changes benefit them and you can win their loyalty.
  • Coordinate and collaborate with other department within your company. Be wary of overlaps and the potential competition that may develop between departments due to the organizational changes. It is very frustrating when two or more different departments all call the customer. The customer very quickly concludes that you really don’t know what you are doing.

Essential Oil Recommendation: Valor

Valor-oil Valor is called “chiropractor in a bottle’. It contains spruce, rosewood, blue tansy and frankincense. A powerful combination, when blended together, it balances the electrical energies in the body. This is an oil I apply each day. It is excellent for back or joint pain/injury – my mom uses it each night because she has such joint pain in her knees that it would wake her up each night. It’s also useful for TMJ, sciatica, anxiety, sleep apnea, stiff neck, or spinal adjustment. My brother has a snoring issue which has been remedied with valor oil used each night.

For more information, visit

The Rest of Drew’s Story…


Drew was accepted into the Chemical Engineering program at the 3 colleges where he applied: The Ohio State University, University of Dayton, and University of Cincinnati. He received scholarships at all 3 schools. After an overnight engineering visit to Dayton which was his #1 choice, he took his hosts’ advice and took one last visit to OSU’s Food OSU sign.jpgEngineering department. His Keirsey Assessment indicated his personality would do best in an engineering or scientist job. He did a lot of thinking (very typical) and on-line research and has decided to major in Food Science and Technology at OSU. Because of his 39 Post Secondary Education Option college credits from Columbus State Community College, he plans to finish his B.S. in Food Science in 3 years and then go on immediately to earn his M.S. in Food Chemistry. So, he’ll graduate at the same time as his engineering counterparts. He hopes to get a research and development scientist position in the food industry.

Customers Still Rule!

telephoneI’ve been having some problems with my phone service over the last 3 weeks and havtelephone.jpge literally spent 6-7 hours on the phone with AT&T. Normally, I would really be mad when they can’t seem to get it right the first time – but – they are SO good with apologizing and seemingly fixing things that I haven’t been really upset. I also didn’t feel like they were rushing to get me off the phone to beat some unknown clock counter in their call center which is a great improvement over previous years when I called them.

Even the tech who came to my home yesterday gave me his personal business card and told me to call him directly if I continue to have problems. Wow – I wasn’t expecting that from a tech! It has been a great lesson for me in that if you truly care and empathize with your customer’s problem, they will not get nearly as upset as they could. I really could have given them a piece of my mind but instead I’m patiently waiting for them to fix my problem (and I hope today is that day!).

Today’s tips are from my 107 Tips for Developing Customer Loyalty booklet under the topic of “Tips for Your Company”:

  • Allow your employees to dress up on holidays. Encourage them to give out candy and do unique, special things for your customers who stop in.
  • For call center employees, avoid basing their performance appraisal ratings and raises on “time spent” per phone call. This may be detrimental, particularly with new customers. Your employees should be encouraged to build rapport and share important information with your customers.
  • Provide on-going positive feedback to staff. Feedback is the “breakfast of champions.” Research indicates employees prefer feedback to money. Be specific in the feedback, rather than general so that your employee knows what behavior to repeat. Simple thank-yous or positive strokes from management would be greatly appreciated by all employees.

Essential Oil Recommendation: Thieves

thieves-essential oilIn the 14th and 15th centuries, a great plague ravaged Europe and millions of people died. According to historical archives, there were a groupthieves essential oil.jpg of men who were able to walk among the dead and dying and steal from them – they were thieves (perfumers by trade). When the thieves were caught and brought to the king, he offered them leniency if they would tell him how they were able to do this. Today, we have an essential oil named in their honor – Thieves – and we have a whole product line based on this amazing oil.

This blend of therapeutic-grade essential oils was tested at Weber State University in 1997. The studies showed a 99.3% reduction in the number of bacterial organisms after diffusing for a total of 20 minutes. Research shows that cold air diffusion of Thieves may reduce bacteria, fungus and toxic molds.

The highly anti-viral, antiseptic properties of the single oils contained in this blend help protect the body from the onset of flu, candida, colds, etc. It may also help with sinusitis, bronchitis, pneumonia, coughs, strep, sore throats, periodontal disease (we have Thieves dental products), cold sores, canker sores, bruises, cuts, and infection. Thieves oil is as Anti-Plague today, as when it was used by the thieves in England.

Personally, I use Thieves to prevent myself from getting colds or flu. Even if people around me are sick, I don’t and I attribute that to Thieves. I also use the Thieves toothpaste and I haven’t had a canker sore since using it and the receding of my gums has stopped and even improved.
For more information, visit
Make it a great week!

How Quickly Time Flies!

As much as I appreciate technology, it often overwhelms me. I switched to a blog format so I could send out these messages more often and instead it takes me months to actually write my blogs. I also find if I don’t answer my e-mails immediately they sometimes get lost and forgotten.

And then there is the social networking – FaceBook, LinkedIn and dozens of others. Whew! There are so many great ways to connect with others and so much great information out there but just never enough time to explore it all. It seems strange that I can hardly remember life before the Internet. How about you? Is the pace of change breathtaking for you as well?

It’s been interesting that the last couple of clients I have been working with this year has been in the area of change – mergers, downsizing because of the economy, doing more with less, etc. So it seems timely that my tips on change this month are in the area of “Managing Your Job”. I hope you find these tips from my 93 Tips for Managing Change booklet helpful:

  • Standardize work in your department. Recommend some single ways of doing some of your department activities, processes, procedures, and/or paperwork so that you all can do the activity the same way and save time. Use some of your staff meeting time to share best practices in these areas.
  • Automate and/or mechanize your job tasks. Look for ways to apply tools, technology, equipment, and computers to boring, routine activities to free you and other employees up to do more creative activities.
  • Increase your communication. Locate the problems with the current means of communication within your department and make suggestions for how to improve. Discuss with your manager how you would like your manager to communicate to you. Share with your manager how you would like to communicate to him or her.

Essential Oil Recommendation: Grapefruit

Grapefruit, also called Shaddock, is a Citrus fruit, whose scientific name is Citrus Paradisi. It is also known by two other scientific names, Citrus Racemosa and Citrus Maxima. The later, is because of its big size. Like all other citrus fruits, its Essential Oil is present in its peel and extracted by compression (so it doesn’t interfere with statin drugs like eating a grapefruit would). Many of its medicinal properties match those of the essential oils of other citrus fruits. The Grapefruit Essential Oil is composed of Limonene, Alpha Pinene, Sabinene, Myrcene, Geraniol, Linalool, Citronellal, Decyl Acetate, Neryl Acetate and Terpinenol, out of which the top two constituents are Limonene and Myrcene. A grapefruit tastes great and great are the medicinal properties of its essential oil.

Let us now see what big benefits the essential oil of this big boy has in store for us.

Anti Oxidant: Like the fruit itself, the essential oil of Grapefruit is rich in anti oxidants. Primarily, in Vitamin-C. This vitamin, in assistance from other anti oxidant components present in Grapefruit Essential Oil, boosts our immune system and fights free radicals. This oil is effective in protecting the body from all harms done by the oxidants, like aging, degeneration of tissues, macular degeneration, loss of vision and hearing, mental and physical sluggishness, nervous disorders and other such problems.

Diuretic: The diuretic properties of Grapefruit Essential Oil keep your body light and free from toxins by promoting urination. It help in removal of excess water, fats, sodium, uric acid and other toxins from the body and also reduces blood pressure and keeps our heart healthy. Frequent urinations also keep the urinary tract free from infections. It cleans kidneys of calcareous and uric deposits and protects them against renal calculi and infections too.

Disinfectant: The Anti Viral and Anti Microbial properties of Grapefruit Essential Oil make it a good disinfectant. It does not only protect the body from new infections but also eliminates the infections which are already there. It is particularly effective on infections of colon, stomach, intestines, urinary system, excretory system and kidneys. It is further beneficial for oral and ocular infections as well as infections on skin.

Stimulant: This oil stimulates and stimulates well. It has stimulating effects on the body and on the mind. It stimulates brain, makes it active and gives new directions to thoughts as well as stimulates endocrinal glands and promotes proper secretion of hormones and enzymes, thereby keeping in shape the whole metabolism. It further stimulates nervous system and makes you more active and alert. The digestive system is also benefited from this as it stimulates secretion of gastric juices and bile in the stomach as well as movement of ingested food through intestines. Further, it stimulates lymphatic system, circulatory system and excretory system.

Anti Depressant: Like essential oils of the most of the citrus fruits, the Grapefruit Essential Oil too has great uplifting and relaxing effects on mind. It induces a positive feeling and hope, cures depression and relieves of anxiety and stress. This effect is due to two reasons. First, due to its aroma and second, due to its stimulating effects which stimulates certain hormones which have uplifting effects on the brain.

Anti Septic: The anti septic properties of Grapefruit Essential Oil makes it fit for application on bruises, wounds, cuts, acne and infections, to protect them from microbial infections. Further, being an anti septic, it prevents wound from catching tetanus or from being septic.

Lymphatic: This is the ace property of Grapefruit Essential Oil. It is lymphatic. The lymphatic system plays a vital role in our body. It is involved in the removal of unwanted and toxic substances from the body. Grapefruit Oil ensures a good health of lymphatic system and boosts it up, thereby freeing the body from toxins and fighting problems like cellulite, blood urea, rheumatism, arthritis, gout and renal calculi etc.

Tonic: You must be familiar with the term ‘Tonic’. It comes in packages like hair tonic, health tonic, liver tonic etc. Now what is tonic? A tonic is a substance that tones up systems. A hair tonic tones hair follicles and keeps your hair healthy and strong. A complete health tonic tones up all the organic systems operating inside, like the digestive system, circulatory system, metabolic system, nervous system and excretory system etc. and boosts up health and strength. Similarly a liver tonic tones up liver, improves its secretions and strengthens it. Do you need one? There is Grapefruit Oil.

Other Benefits: Keeps the skin clean. Particularly good for treating oily skin and acne. Gives a refreshing feeling. Also beneficial for treating stiffness and cramp in muscles.

I’ve had several friends who have been successful using Grapefruit Oil to lose weight. They mix 7 drops of Young Living Grapefruit Essential Oil with one gallon of water. They drink at least 2 cups of the water one hour before each meal. They say it really reduces their appetite and they are thrilled with the results! Let me know if you want more details about this oil. For more information, visit

It’s Going to be a Great New Year!

I’m very excited about 2010!

How about you? I’m ready for some new exciting things to take place in the New Year and I have great anticipation for what’s in store. Because of my passion for and research into natural health, which I touched on in my last blog, I’ve decided to pursue the business of educating and sharing the benefits of therapeutic-grade essential oils and products. If you live in Central Ohio, see my personal invitation below to come to one of my “Home Foot Spa Gatherings” – it’s a fabulously relaxing and informative hands-on experience with some of the oils in my home. I’d love to see you there!

This new business (along with my speaking/training business) will allow me to “practice what I preach” regarding customer service and leadership – and that thrills me! I was able to share some of that information at a recent hands-on educational session I conducted on Subconscious Selling Strategies for the Promotional Products Association International EXPO in Las Vegas last week. I really enjoyed my time with those folks!

Speaking of customer service, here are three new tips for your organization from my 107 Tips for Developing Customer Loyalty booklet:

  •  Instill a customer service “culture” within your organization by sharing positive front-line employee stories and special service examples with all employees.
  • Get outside media attention when your employees display extraordinary service. The employee will gain acclaim outside of your organization and the public becomes aware of these special acts.
  • Involve employees in policy making since they will be the people to implement the new policies (i.e., new fees, etc.). Management should periodically do the employees’ work so that they understand the impact of procedure or policy changes on the employees.


One of the Most Versatile and Practical Essential Oils

Peppermint-plantPeppermint oil was the first essential oil I was introduced to. It is absolutely amazing and it has worked for every person I’ve introduced to it (including those on chemotherapy who found it worked far better than the anti-nausea prescription they had been given).

A cyber-stroll through the National Library of Medicine (PubMed) turns up just under 100 abstracts of scientific studies on peppermint essential oil. These studies resulted in fascinating conclusions about this remarkable oil. Please let me know if you’d like my entire research article (4 pages of the most common uses) including references.

Surprising Effects

Peppermint oil applied topically for tension-type headaches was studied in a randomized,
placebo-controlled, double-blind study at Christian Albrechts University in Germany (Badia et al., 1990). The conclusion? “Peppermint oil seems to be a harmless and effective treatment for tension-type headaches.” University of Kiel researchers also found that peppermint oil and a mixture of peppermint and eucalyptus oil reduced headaches. (Ref. 1) The same study showed peppermint to be effective in reducing emotional irritation, depression, and apathy (inactivity).

A 2003 study conducted at Wheeling Jesuit University found that peppermint improved clerical productivity. (Ref. 2) Participants showed marked improvement in a card-sorting task as well as in typing accuracy and typing speed. The researchers concluded: “These results suggest peppermint odor may promote a general arousal of attention, so participants stay focused on their task and increase performance.” It’s also great for athletes – my son’s entire Cross Country running team smelled the Peppermint oil prior to running and the team won their conference and regionals this year!

Don’t Forget the Tummy!

For a small child who may have a tummy ache, an expectant mom experiencing morning sickness, or a person with “non-ulcer dyspepsia,” peppermint is a traditional help Researchers at the University of Exeter’s Department of Complementary Medicine looked at seventeen clinical trials, including nine studies involving peppermint and caraway constituents of herbal medicine products, and reported that 60-95 percent of patients reported improvements in symptoms. (Ref. 8)

Finally, please keep in mind that most oils you can purchase at a natural foods store contains only about 10% essential oil and the rest are fillers – this is all that is required by the USFDA. I’ve tried other oils and they didn’t work for me. I only use and recommend Young Living Essential Oils as they are guaranteed to be 100% therapeutic-grade A oils. You can order as a customer at by using my #1076662. Better yet, give me a call and I can tell you how to order wholesale (24% discount).

Home Foot Spa Invitation

You Are Personally Invited To a Relaxing Home Foot Spa Gathering!

spa-candle-towel-pinkYou will learn how therapeutic grade essential oils can change your life by experiencing a pampering foot spa*!

When:  Tuesday, February 9, 7- 9 pm

Where:  Patti Hathaway’s Home

Learn how to:

  • Restore a calm and balanced mood and enhance mental focus!
  • Stop a cold and flu before it makes you sick!
  • Ease pain and depression!
  • Relieve allergies and headaches!
  • Increase your energy level and stamina! 


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Make it a great week!

Get Passionate!

  • As I reflected on the recent college visit I made with our youngest son Drew, I began to assess why I enjoy doing college visits so much. It’s the passion I experience! No doubt I loved all four years I was in college (as well as my 2 years in graduate school) so I would naturally be drawn to college students right? But it’s more than that. What I saw reflected in our visit was not just a passionate student tour guide (I mean those are the only kinds of students the college would hire right?), it was the passion for learning and digging deeper that I saw in the department chair and in the engineering students we interviewed. I saw that passion spark excitement in my son for working and pushing himself harder in his final two years in high school so he could have the same thirst for hard work when he goes to college.

What about you? What gets you excited? What are you passionate about? I find the more I learn and the deeper I dig into a subject area, the more re-energized and passionate I become about how to use that content. For me, hands-on practical training works best for me. I’m in a 2-year program right now that has really changed my life with the knowledge I’m learning and what I’m applying from it. Interestingly enough, next month I’m doing my first webinar for a client so I’ll be curious what I think about that option after I personally experience it from the teaching end.

On the other hand, I also am passionate about doing Internet research when I’m learning about a new area. There is so much to learn at my fingertips! I’ve become an expert in the college selection process as well as how to earn athletic college scholarships. What I’ve learned works and it’s paying off for our family and many others.

More recently, I’ve been researching how to use therapeutic grade essential oils instead of traditional medicine and I’m passionate about what I am learning and using as a result. As an example, I’ve successfully replaced Bryan’s Attention Deficit Disorder and Anti-Depression meds (for the last 6 years) with essential oils – it’s costing much less, and more importantly, Bryan is happier and healthier as a result! I’d be happy to share my research with you.

Here are some additional tips regarding managing your job that fit in nicely with my theme this month on passion, research, and learning. They come from my 93 Tips for Managing Change booklet:

  • In order to “let go” of old tasks and processes, you will need to implement strategies to improve the organization’s business process. Eliminate bureaucracy by identifying the unnecessary administrative tasks, approvals, and paperwork and eliminating them.
  • Eliminate duplication by finding and eliminating the identical activities that are performed in several places or at different points in the process.
  • Simplify your job processes and procedures by suggesting ways that you could reduce the complexity in your department. List ways you could make your paperwork more uniform.

Let me know how I can be of service to you. Have a terrific Fall!

Your Attitude is Showing!

jpAh summer in Ohio! I enjoy being outside in the warmth and sunshine so I’ve decided to plant tomatoes again this year after seeing Bryan chow on my sister’s homemade salsa. How else will I use that salsa maker gizmo I bought at the Ohio State Fair years ago? I also have an amazing recipe for Greek Salad dressing that both boys rave about (email me if you want the recipe). How I love all the fresh vegetables and fruits this time of year.

Here’s a bonus gardening tip for this summer. After weeding some flowerbeds without gloves last week, I got poison ivy. Best solution I found is Fels Naptha bar soap found in the laundry detergent section of some stores. Immediate relief for about a dollar. I’m hoping you don’t have to use this tip!

cover-107-Customer-Loyalty-TipsWith both boys home for the summer (they are working part-time), I thought some tips on attitude would be helpful for all of us. These will not only help you at work but also at home. I hope you find these tips from my 107 Tips for Developing Customer Loyalty booklet helpful:

Look for the opportunity to be a problem-solver with your next customer. Consider those customer challenges to be an opportunity to show your value to the customer and your company.
Try to make your customer feel better for having been with you. Look for the humor in each situation. Challenge yourself to get each of your customers to smile at least once during your interaction with them.
Be a “gimper” for your customers. A gimper is someone who puts on extra special touches on the furniture they are making. Do a little something extra for your customer when they don’t expect it.
We’re excited to start the college lacrosse scholarship process for Drew as I researched the teams and colleges and put together his Athlete Fact Sheet. He and Jim have put together his Highlight DVD which we are sending to his top college choices this week. Drew earned 3 major awards this season and broke two high school records as a sophomore. He’s excited to be going to a recruiting camp next weekend in Baltimore.

A Resource for Anyone in a Relationship

Amazon-Lundberg A counselor friend of mine recommended a book to me that I have found to be the best self-help book that I have read in years (and I read a lot of books!): I Don’t Have to Make Everything All Better. The authors explain a powerful technique for improving one-on-one communication that involves careful, empathetic listening to another person’s feelings without judging, criticizing or attempting to solve his or her problems. The authors demonstrate this technique’s startling effectiveness in a variety of situations and provide readers with valuable coaching and specific responses. I found it immensely helpful as a parent and wife. This is a book I will continue to refer back to time and time again. Check it out at your library or buy a copy at

Enjoy your summer – I hope you take the time to relax, spend time with your family and friends, and read a book or two!


On behalf of the planning & support team for our recent sales rally, I want to thank you for your significant contribution. Your ability to speak to the participants with a unifying message that they could all relate to was refreshing. Your candor and inclusion of specific information made your comments all that more compelling. Your comments were right on the money.

National City Bank

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