PPB September 2021

in your voice. I heard a story once where a call center manager put mirrors on everyone’s computer monitors with the word “SMILE” on the mirror. Productivity increased and callers made positive comments about the difference. Smiling makes a significant difference; it is one of the best forms of nonverbal communication. Practice Kaizen The Japanese practice of Kaizen translates to “making better.” Former NFL referee Jim Tunney spoke at The PPAI Expo many years ago and shared this quote, “If it ain’t broke, break it and make it better.” Kaizen uses the same philosophy. This does not mean you need to dismantle your entire operation, but look at all the procedures and processes in your business— especially internal and external communication with others— and see where you can you make improvements. Even little improvements can make a big difference. Bridging The Gap To Improve The Supply Chain Here are a few more points to consider to improve communication all around: • Deliver good news, and especially bad news, timely. • Conduct surveys and offer rewards for responses. • Leverage your community. • Be fair, loyal and accountable. • Become a true partner, not a vendor. • Know the other person, their role and what their experience is. • Have an open-door policy. • Have an in-house training program. • Determine the best communication channel for everyone. People work and react differently. • Acknowledge and take advantage of your strengths. People Have Choices We have a great industry and this industry, like others, is reliant on details and getting them right. Do your best to improve communications with yourself first, then within your organizations. Ask questions and understand your partners. This industry has been my life for 40 years and I love it, but I realized early on that people have choices. Suppliers, distributors and our ultimate end-user clients all have choices. To ensure they choose you, make every communication positive, friendly and memorable. If we all do this, imagine what our industry would look like. In the words of the well- known motivational speaker, Les Brown, “Your ability to communicate is an important tool in your pursuit of your goals, whether it is with your family, your co-workers or your clients and customers.” I wish you continued good selling, an open mind and the willingness to listen. Keep smiling and make the most of every communication. Cliff Quicksell, Jr., MAS+, president of Cliff Quicksell Associates, has been an active industry volunteer serving on various PPAI committees, as a speaker and facilitator at PPAI and ASI shows, and as a member of PPAI’s Ambassadors Speakers Bureau for more than 15 years. He has also served five terms as the education chairperson for Chesapeake Promotional Products Association and is currently board president. Quicksell has also been a speaker, trainer and international consultant to companies, associations and international business groups for more than 34 years and is the recipient of numerous awards including 30 PPAI Pyramid Awards and is a five-time winner of the Printing Industry PSDA’s Peak Award for creativity and the CPPA Creativity PEAKE Award. He was PPAI’s Ambassador Speaker of the Year for six consecutive years and, in 1997, was the inaugural recipient of PPAI’s Distinguished Service Award. Counselor magazine named Quicksell one of the Top 50 Most Influential People in the promotional products Industry. He writes two weekly blogs, “Jumpstart Monday” and “30 Seconds to Greatness.” Reach him at cliff@quicksellspeaks.com and www.quicksellspeaks.com. Suppliers, distributors and our ultimate end-user clients all have choices. To ensure they choose you, make every communication positive, friendly andmemorable. | SEPTEMBER 2021 | 55 GROW