Perception Is Everything: How You Show Up (Even on a Tuesday at 4:30)

Debra Coleman [00:00:11]:

Well, hello, and welcome back to another of Have a Seat conversations with women in the workplace podcast. It's yours truly at the mic dropping her latest knowledge, on you this week. Hello. That's just that's that's just me being trying to be funny and cute. Forgive me. I'm in that kind of a mood today. It's May. Right? At the time of this recording, we have just turned the page on April, and we're now into May.

Debra Coleman [00:00:37]:

And so however your May is shaping out, I hope that you are entering into it with, you know, some hopes and some dreams and some plans. Summer is knocking on our doors. It's turning down our street. It's coming into the neighborhood. So maybe you and yours are planning a really fun summer excursion or trip, or maybe you're just looking forward to filling in some PTO days on that summer calendar. Right? Whatever it is for you, especially those of you who are like me who are in higher education, come on now. Summer summer's a good time to take those those days off. Use some of that hard earned PTO, my friend.

Debra Coleman [00:01:13]:

Lord knows you have earned it. So definitely, summer is the time to remember to take it slow and to just kind of, you know, get in that mode, that summer chill vibe mode. Right? So anyway, welcome to another mini cast episode. This is Deb Coleman, your host on Have a Seat. And I literally just got back from walking my dog, and I was thinking, okay. This is a mini cast week. I think I have an idea of what I wanna talk about. And I was as I was walking Jack, it kinda came into my head and it kinda took shape.

Debra Coleman [00:01:43]:

And then I started to build my script in my head, literally walked in the door, took Jack off leash, and sat down and hit record. So you're getting this recording as fresh as ever. So you know me. Yes. My show is typically an interview style show where every week I have conversations with fabulous females who are just killing it in their field or their area of expertise. But every once in a while, I will steal the mic from my wonderful guests and do just this, what I like to call mini casts. Now, mini cast typically tend to be a little shorter, so forgive me if I run a little short. But I do sometimes go on like a babbling brook like I am now, and they do tend to run a little longer.

Debra Coleman [00:02:26]:

But I try to do keep them short because your time is valuable as well. So this week, let's get to it. Okay. So this week, I what has been really playing, like like, heavy on my mind, and again, this is symbolic of my minicast. They usually consist of things that I either experienced during the week, had a conversation about, or read, or just floated across my peripheral vision, And that is definitely one of those times. This week, I'd like to talk about perception and how for many of us, no matter our role, really, but you know me, I'm an executive assistant. So I my my tribe, our fellow executive assistants, but, you know, hey. That that's okay.

Debra Coleman [00:03:06]:

If that's not your role, this show is still for you. Perception and how for many of us, no matter our role, right, whether you're white collar, blue collar, you know, retail, whatever position you hold, many times, many times, for most of us, we are the face and voice of the organization or company we work for, either by very nature of our role or where we physically sit or where where we physically work, what we actually do. Many times, the very first encounter someone has with our organization, company, etcetera, is us. And I just wanna share really quickly a story with you, to where why this topic came came to be and why I could just couldn't stop thinking about it. And I thought, you know what? Maybe that's speaking to me. I think I need to do a show on this really quick. Well, Paul just came back from a trip to Florida and, like, you you know, hey. I'm an EA both at home and at work.

Debra Coleman [00:04:06]:

So naturally, I was one who coordinated his travel. And, I coordinated his rental car with a certain rental car company. And the ease, first of all, the ease of scheduling a car was beautiful. Everything was so clearly like, the steps were clearly outlined. The car selections were clear were clearly stated. And then once selected, the rates, like, the pricing, everything, it was just so beautifully done, so clear. And I really appreciated that. As someone who wasn't going to be there, who literally was making reservations on behalf of another, as the coordinator of this trip, I really appreciated the clarity that this rental car company showed for their customers in the online experience.

Debra Coleman [00:04:48]:

And so right there, boom. I was impressed. I was like, this is nice. And the emails that came through once the confirmation was done and then they also had an option where you can skip the, like, counter and just reserve continue, like, reserving online. And then the, you can, like, branch off of that and say, I'd like to skip the counter. And if you choose that option, then they basically, you know, leave the key in the car. You are you know, when you get to the airport, you're directed on where to go. Luckily, their lot was located at the airport.

Debra Coleman [00:05:19]:

I know some rental car companies, especially here at Harry Reid, our rental car lot is off-site, so you have to take a shuttle. And most of the car companies I was looking at up until I found this one were located off-site, but this one was, yay, at the airport. So that's even better because Paul had, like, quite a few, pieces of luggage, and I just didn't want him to have to deal with that, like, getting on the shuttle with all these pieces. So it was really handy that all he has simply had to do was go from baggage claim straight, like, an escalator ride down to get to, the rental car area where they were located. So that was nice, first of all. And then, you know, again, the ease of re of reserving the car, beautiful, clearly outlined. I got immediate emails of confirmation. And then, again, the ease of him skipping the counter, going straight to the vehicle, getting the keys.

Debra Coleman [00:06:06]:

And then upon leaving the lot, you are stopped at, like, a checkout gate. Right? There's a little, like, gate with an arm. Right? A little attendant sitting there with an arm. And you basically show them, your driver's license and your rental confirmation so they can, like, you know, make sure they reconcile the two, make sure everything is matches, and you are who you say you are, and you you have permission to take this car off lot. No harm. No foul. Totally understand. Not a big deal.

Debra Coleman [00:06:31]:

First of all, the car selection in our range. I mean, hey. We're not fancy. You know, I usually go for, like, what is it? Like, a hybrid SUV type. Again, he had several pieces of luggage, so I didn't want, like, a little car, but I didn't want, like, a Escalade either. Something, you know, crossover type. So this the he got a Bronco, which was absolutely perfect. If you know anything about Paul, that was, like, the perfect car for him.

Debra Coleman [00:06:53]:

Like, the perfect hybrid car for him is perfect. It held everything he needed perfectly. So, again, another plus in the plus column. So he gets to the gate and they check everything. Everything matches. Great. Great. Great.

Debra Coleman [00:07:05]:

Well, in the process of this, their computers go down or they're having, like, a major lag, major delay. And Paul just happened to have me on the phone while he was doing this cause he called to tell me, hey. I landed. I'm in the car. You know, we were gonna talk as he was making his way to the hotel. And so I was on the phone and I heard everything. And the attendant was so friendly, so accommodating, very conversational. You know me, you know, love conversational people.

Debra Coleman [00:07:30]:

And so, you know, she yes. There was probably a fifteen minute delay. So what should have been maybe a three minute checkout process, you know, turned into, like, fifteen minutes. And luckily, Paul was not in a hurry at all. He was fine. You know, he totally understood. And one of the reasons why he was so accommodating was because the attendant, you know, the rental car, team member who was doing the checkout was so accommodating and friendly. And, you know, kept Paul like, told Paul what the hell the what what was holding him up, why, and she apologized.

Debra Coleman [00:08:02]:

And because of the inconvenience, she said she would waive that fuel recharge fee. You know how you get charged, like, a refueling charge or whatever with rental cars? So she's like, look. We'll waive that for you. It was like a $40 waiver, which is pretty cool. Right? I mean, in this day and age, any little break you can get right on anything, especially travel related. So he's like, okay. Great. Thank you.

Debra Coleman [00:08:21]:

Alright. So fast forward to the end of his trip, and he goes to return the car. Again, super easy process. Returning the car. No big deal. Right? Beautiful like butter. Returns it, you know, gets, gets the contract, you know, immediately sent to his as soon as he returned the car and they, like, registered, he returned it. Boom.

Debra Coleman [00:08:38]:

In his email immediately was the final rental agreement, and everything was great except so that was really cool that it came that fast. So he was able to he literally was reviewing it while he was at the gate. Like, that's how fast it came in. And he called me. He's like, hey. You may wanna give them a quick call. I see that they actually did charge us for that refueling fee. He's like, I I, you know, he's like, I I didn't see it, or I would've maybe mentioned it while I was still, like, you know, able to talk to somebody.

Debra Coleman [00:09:01]:

He's like, but I you know? I'm like, no worries. I'll I'll give him a call. Called him immediately, you know, got connected. There was hardly a wait. I mean, there was maybe, like, a thirty second wait while you listen to that groovy hold music, you know? Got connected to a to an to a team member quickly, described exactly like I just described to you. She's like, oh, yep. No problem. I see that.

Debra Coleman [00:09:21]:

Actually, the attendant, when he went to check out the car, made a note in your husband's account to waive the fuel fee. She's like, well, you know, the system just generates the final bill, so it didn't know that there were special notes in there. So let me go ahead and manually take that out. She did. No questions asked. Super friendly about it. So efficient. No sooner did I thank her and hang up the phone, then bam.

Debra Coleman [00:09:43]:

A new a new invoice or final final invoice was in our email with that credit. And then the next day, I saw the credit hit our credit card. I mean, it was so beautiful and fast and lovely experience, so much so that I told Paul. I'm like, you know what? I actually wanna, like, someday or maybe very soon, I want to become a member of this rental car company. You know, if you are a member, you get certain perks or, you know, your points add up or whatever sort of system they have. Right? So I wanna be a member of this because of that very pleasant and efficient experience, they now have a customer for life. Like, you know, I mean, I know I'm exaggerating, but they now have a future customer. I am now drinking the Kool Aid, right, so to speak.

Debra Coleman [00:10:27]:

I am I am bought. I you know, hook, line, and sinker. They won me over. And now I wanna become an a member, like, a rewards member with this company. And that is in large part I gotta give credit where credit is due to the team members we encountered along this whole travel journey. They made every exchange incredibly pleasant, incredibly professional, and friendly, and efficient as heck. So, yeah, sign me up. That's what I'm doing.

Debra Coleman [00:10:53]:

So that's kind of what facilitated, that whole experience is and I mean it. Right? Like, as soon as I got that final email, I'm like, you know what? I somehow, I gotta work this into a show. Like, that's how impressed I was. So that's where I'm coming from today, friend. I just wanted to remind all of us that no matter our position or role within the company, you know, we're not the president or CEO or founder where, yes, their main job is visibility. Right? They're the gripping grinners. Right? They're the ones who are making magic happen. Absolutely.

Debra Coleman [00:11:22]:

But those of us that are a little further down the org tree or just a little bit more behind the scenes, maybe, our contribution and the way we present ourselves to others still matters. It matters. Maybe maybe in some cases, even more so. And that I'm talking not even I mean, in all ways of communication with the way you engage in person, the way you engage on the phone, the way you engage via email and chats, through texting, doesn't matter. Yes. Even social media. Because, you know, these days, there's no hiding. People can see where you work, you know, who you work for.

Debra Coleman [00:11:58]:

And I've said this before in other shows, both with guests and in many cast. I have and I know you've heard me say it before, and it bears repeating. Every oh, you know, I mean, 99.9% of the engagements that I provide on behalf of my bosses, I do so on their behalf and or to a larger extent on behalf of the organization that I work for. By no means do I think that Deborah is the one saying this. No. It's actually the organization that's saying this, or it's actually my boss that's saying this. Right? I am just, like, speaking on their behalf. And so that's really important to keep in mind, especially for some of you newbie administrative professionals out there.

Debra Coleman [00:12:35]:

If you're a little newer to, like, this type of work where you are office coordinator, receptionist, administrative assistant, executive assistant, Heck, yeah. Even chiefs of staff. I'm talking to you. You know, all of us in that sort of wheelhouse, it's very important because we've also been on the other side of that desk, right, where we are the customer. And we really appreciate when the person on the other side of that desk, does right by us. Just like I mentioned with my story with the rental car team members. We really appreciate when that type of service and attention and professionalism is provided to us. And so it's very important, I think, that we remember that even if we're having a day.

Debra Coleman [00:13:16]:

Right? Even if you're like, you know, it's just is it Friday yet? You know? And and and that phone rings or that ping from Teams or that ping from an email, and you're just like, it's 04:30. I can't. You know? It but just you gotta find it somewhere in yourself and still respond appropriately. Still, like, put that smile on your face even if you don't feel it, you know, because you are, in a sense, you're still representing, again, your boss or your organization, and it matters, you know, especially in this day and age, man. Oh my goodness. It just you know, it seems like more companies and organizations and even, you know, individuals are just looked at a little bit more closely these days. You know, people are watching. People are listening.

Debra Coleman [00:14:06]:

People are noticing, and they're not afraid to let others in on it if you somehow mess up. And it's not a pleasant experience. So, just take a lesson from just a little, you know, this just from your friend, Deb, you know, just a quick share, just a lesson from the rental car company that is so stellar. They did a fantastic job. And, again, it just reminded me that we're we we all have an opportunity to be in that same position both as a customer but and also as a member of the organization. It works on both sides of the coin. And so just to remember that, hey. You know what? Perception definitely matters and how you project yourself and present yourself to the public on behalf of your of your leadership or on behalf of your organization, it absolutely carries weight.

Debra Coleman [00:14:51]:

So let's try to remember that out there in the wild, my friends. Okay. Alright. That's it. See? I just wanted to steal fifteen or so minutes of your time. I promise that was it. Just quick, down, and dirty. Again, just a little story I thought I'd share with you.

Debra Coleman [00:15:04]:

It just meant a lot to me and, you know, whatever. Grab the mic and share. Maybe it means a lot to you. Maybe this is something you needed to hear too. I know it's something that I love being reminded of from time to time. So alright, friends. Well, have a wonderful, wonderful rest of your week. Whenever you are listening to this, enjoy enjoy the first the May.

Debra Coleman [00:15:24]:

And, as always, you know, the homework assignment, stay safe, be well, and remember, keep having those conversations.