Head Tilt #39: Make the future you proud

When I teach I provide participants with lots of practical tools. 

For example, in a recent customer service class I covered:

• the service mindset
• how to analyze what your customers want
• three communication essentials for connecting with customers
• a framework for dealing with difficult customers, and 
• how to recover when things go sideways

That's a lot! And it's coupled with handouts, activities, and reflection. 

At the end of most classes, I ask people a variation of the same two questions: 

    What one concept or tool stood out to you? What could you try tomorrow? 

There's no need to take it all on at once.

Through years of teaching and coaching, I've seen that we're often so eager to change that we take an all-or-nothing approach: Do it all or don't do a thing.

And through the years I've tried to let others know that the most important part of development is to do one small thing. 

That thing that stood out? Test drive it! 

Check the results. Are you pleased? 

Good! 

Practice it for a bit and then add another small thing. 

Then do another! 

Stack small steps on top of small steps until you have a whole bunch of small steps leading right to the top of your big goal.

Make the future you proud! 

And here's a secret you should all know: 

The future you does not only exist in that far away place you’ll reach when you:

• have it all figured out
• saved enough money
• found the perfect weight
• earned the right degrees
• applied all of the lessons you learned. 

The future you is mere minutes away. Make that future you proud.

The future you is the one who is pleased with the way you handled a sticky situation. Make that future you proud. 

The future you is the one who said what needed to be said at the team meeting. Make that future you proud.

The future you is the one crossing the finish-line of the workout that you didn't want to do but did anyway.Make that future you proud. 

The future you is the one who just made a micro-movement toward a bigger goal. Make that future you proud. 

Fun fact: I sat down to write this blog post and though I knew what I wanted to say, I wasn't sure how I'd say it. Still, I knew I wanted to make the future me proud. 

And I did.  💕

Yay!

Head Tilt #38: Creeds, credos, cats, and klocks

 

 Do you have a credo?

   I don't... not yet!

Credo (rhymes with Play-Doh) is Latin for "I believe."  A credo is a personal, value-based commitment  statement that guides your behaviors. 

I need one.

Does your company have a creed? 

A creed is like a credo, except it usually boils down the company values to an inspiring phrase or two that reminds the team who they are. 

(It's different than a mission statement, which serves to keep the focus on a company's broad goals.) 

Don't worry-- there's no quiz on this. 

Today I want to tell you about the Kit-Cat Creed. For almost 90 years it has guided the company that makes the Kit-Cat Klocks (pictured above, not to be confused with Kit Kat candy bars). Their credo is so fantastic that I might borrow it as my credo. 

First, some fun facts about these iconic feline time-tellers:

• They've been around since 1932.
• They have always been made in the USA.
• They were designed to spread happiness during the Great Depression.

And here's their fabulous creed:

Put a smile on everyone's face;

Love in everyone's heart;

Energy in everyone's body;

and Be a positive force in everyone's life!

And to that I say, "Yes, Let's!" 

Who's with me?  

Full disclosure: I have no rights to the Kit-Cat Klock picture... but I hope it's good for their business and they don't get too mad. Check out more about this cool company at their website.  

Head Tilt #37: Call Me Miss Spelling

                                  Bitmoji Me

I like to think of business writing as your avatar. It represents you when you are not around. 

Even in the day of acronyms, abbreviations and text-speak, spelling counts! And even with spell-check in place, some words are easily confused, and thus, misspelled. 

1. It's is only a contraction of it + is. It's never possessive. Ever. 

2. Fewer applies only to things you can count (for example, fewer cars) whereas less applies to things you cannot count, like sugar. 

    There are fewer cars on the road. (If you said "less cars" it would mean there were partial cars driving around.)

    I'd like less sugar in my coffee. (You could say fewer only if you are referring to fewer grains of sugar and that would just be weird.)

3. Lose or loose? When you lose something, you lose an O.

4. i.e. or e.g.? 

I. e. = that is. Latin: id est. Use i.e. interchangeably with the word specifically.

E.g. = for example (think: eggzample). Latin: exempli gratia . 

5. There is a place. There is a chair over there. Their is the possessive form of they. It's their chair. They're is a contraction of they + are. They're tired of these silly examples. 

6. Your is the possessive form of you. It's your choice. You're is a contraction of you + are. You're expected to know the difference. 

7. A lot is just that, a lot (think of a parking lot). Allot is to assign a portion. Alot is a misspelling in either case.

8.  Affect or effect? 

Affect is a verb; it indicates action and change. (A is for action.)

    This post might affect your spelling. 

Effect is a noun; think of cause and effect. 

    Appearing smarter might be an effect of this post. 😉

...Except every so often effect is a verb meaning to make something happen... and honestly, that one still confuses me.

Head Tilt #36: It's practically personal!

 Did you know:

• that giraffes can't swim? 
• that elephants can't jump?
• that Scotland's national animal is the unicorn?
• that in any conversation we have two needs: personal and practical? 

All of these facts surprised me, but only the last one was a game-changer. It gave me a wonderful lens for human interactions.

In any conversation, we have a practical need and a personal need.*

The practical need is the objective of the interaction. 

The personal need is the human connection piece that accompanies that practical need. 

Say a neighbor comes to your door to borrow some sugar (hey, it's still a thing. Ask my neighbors--I run out of baking supplies all the time). 

They come to you with two needs:

• Your neighbor's practical need is easy to identify: they need sugar.
• Their personal need might be a desire to be treated well. Along with that practical objective of getting some sugar, they might also have the personal need of connection, kindness, or something along those lines. 

Often though, when we are 

too busy, 

too tired, 

too moody, 

too hungry, 

or just not mindful, 

we cut right to fulfilling another's practical need and we skip the personal need completely. 

Imagine throwing a bag of sugar in your neighbor's hands and slamming the door. Their practical need would be met. But what about their personal needs?

Great communication requires awareness of both needs.

The most common personal needs are to be heard, to be understood, and to be respected. 

Here's another example: you approach your partner to tell them about your stressful day. Your practical need is to inform them about your experience, or maybe you just want to vent. Your personal need is for them to listen attentively with care and compassion. These needs are two sides of the kindful** communicator's coin.

In the workplace, too, particularly when dealing with customers, it's easy to jump straight to the practical need, i.e., the service you provide. Depending on your business, customers might come to you for practical needs such as assistance (help desk), teeth cleaning (dental office) or caffeine (coffee shop). But they have those unspoken personal needs too; they'd like to be heard, understood, and shown a modicum of respect.

Don't fulfill the practical need without addressing the baseline of personal needs, too. 

You'll be amazed at the difference! 

*A special thanks goes out to Development Dimensions International (DDI) for teaching me about the personal and practical needs when I became a certified trainer of their material. 

**Kindful = mindful + kind

Awesome giraffe pool float image by jacqueline macou from Pixabay

Head Tilt #35: Workouts, noodles, texts, and email

I am a runner. I run six days a week: distance, hills, and sprints, and I love it. 

BUT:

If I jet out the door too quickly and launch into a full stride, I'll pay for it later. My right hamstring will sharply remind me of its important role. I won't be able to ignore it. 

Bottom line: When I warm up with intentional stretching, things go well. 

When I don't warm up, I risk injury and ultimately have to pay in the form of time off from doing what I love to do. 

Here's my muscles-as-noodles metaphor:

No Warm-up: No bueno. My muscles are like uncooked noodles-- stiff and ready to snap. My experience is rarely as enjoyable as it could be.

Warm-up: Wow! My muscles are more like al dente noodles: Just right and ready. The experience is so much better!

I think our communication is the same way. In this case, the warm-up might be a simple hello, or maybe, how are you? 

My muscle metaphor pertains to written communication in the workplace, specifically texts and emails.

No warm-up (no salutation, frame for the conversation, or indication of intent) = No bueno. The recipient of your message is like an uncooked noodle: Inflexible, unprepared, and might snap.

Warm-up (kindful salutation, frame for the conversation, or indication of intent) = Wow! The recipient is al dente and ready to respond.

No matter what channel of communication we use, when we "warm up" our audience, things are bound to go a bit smoother than if we skip the warm-up completely and launch into what we want. A we-orientation beats me-orientation every single time. 

Here's what the warm-up of a communication workout looks like.

Text conversation: 

When initiating a new text thread, say hello before conveying that thing that popped into your mind; you know, that idea that you felt an impulsive urge to type up and then had to immediately press send. You have no idea what the receiver of that text might be doing or feeling at the time they receive your abrupt communication. Before you text an out-of-the-blue command or query to a co-worker, telling them what you need from them, warm up the conversation with a greeting. It can make a big difference in how they interpret the rest of your text. 

Check the tone of these texts:

        "I need XYZ from you."

        "Hi. I need XYZ from you."

        "Hi! I'm checking in about XYZ. Can I get that by day's end?"

Please don't say that you're busy and that you don't have time to add an exclamation point or a couple of extra words. Each of those examples took me less than ten seconds to type-- and I am a lousy typist. 

Email conversation: 

If initiating a new email thread, warm up by setting the tone and intention, and think about adding some context.

Compare these two: 

    "Sam: We need to meet about project XYZ. Contact me ASAP."

   vs.

    "Hello Sam! Let's set up a meeting to discuss the XYZ project. Specifically:

• status update re: milestones and deadlines

• extra resources needed (if any)

     When are you available this week? 

    Thanks!"

(Ok, the second one took a little bit longer but is worth the mindful pause.)

Today's takeaway:

Don't skip the warm up!

Remember, a real, live person is at the end of your written communication. Business communication is not synonymous with impersonal messaging. Like a warm-up is to a workout, a couple of extra keystrokes can make the interaction so much smoother. 

Image by Jan Vašek from Pixabay

Head Tilt #34: Lessons from Disney #4 of 4 Play!

Me, in Disney's California Adventure on April 19, 2021 @ A Touch of Disney

One of my favorite rides at Disney's California Adventure (DCA) is Guardians' of the Galaxy - Mission: BREAKOUT! It's a drop-sequence thrill ride and I could ride it 

all 

day 

long. 

As with every Disney attraction, there's a detailed story behind it. The least you need to know now is that riders are asked to raise their hands high in order to have them scanned for security clearance.

Quick reality check: We'd have "security clearance" regardless because it's all pretend. There is no scanner, just fancy lights on mounted machines.

The thing is, there are four times throughout the experience when riders are asked to raise their hands. 

FOUR TIMES!

I've counted.

And most people, regardless of their age, raise their hands every single time.

Why? 

Because the ride is so much more fun if we all play along! 

When I went to DCA for a food event this week, the rides had yet to reopen due to the pandemic. Even so the magic and the permission to play was still there. 

I saw Mickey Mouse happily dancing behind a short fence and I jumped for joy! I'm pretty sure I embarrassed my son by squealing with excitement, too.

I saw Pluto waving from a balcony and I excitedly waved back. 

Mr. Incredible flexed his (padded) muscles for the crowd and I cheered him on. 

It's so much more fun to play along!

Today's lesson: Well... hmmm....I hope you're not disappointed that there's no big correlation to leadership, service or communication. 

It's been a tough year. I just want to remind you that when you are ready, no matter where you are, you have permission to play. We all do!

Every once in a while (or often—your choice!) we can consciously choose to:

• suspend judgment

• unleash imagination

• tap into wonder

• exhale, and

• PLAY!

"Show me those hands, people! You got clearance. 

Now let's roll!"

Rocket Raccoon, 

Guardians of the Galaxy - Mission: BREAKOUT!

Head Tilt #33: Lessons from Disney #3 of 4 Everything Speaks

Photo of The Matterhorn at Disneyland by Brendan Waters

Walt Disney is famous for following the philosophy of "Everything Speaks." 

He knew that excellent service exceeded the interactions between the cast members (employees) and the guests (customers). The customer experience extended to everything guests could encounter with their senses. 

The following well-known bits of Disneyland trivia exemplify Walt's belief that Everything Speaks. Rarely is anything done by accident in the Disney Parks. Intentionality prevails.

• The music in each land purposefully reflects the theme of each area. For instance, the 1930s-inspired music loop that timestamps Adventureland or the yodeling polka that accents the Swiss Alps' Matterhorn Bobsleds.

• The scent of popcorn greets visitors when they enter the park as if they were walking into a magical movie.

• Walt famously had trash cans designed with lids so guests wouldn't have to see the garbage inside. Trash isn't part of the Disney magic unless it's Forky the Spork from Disney Pixar's Toy Story. Each trashcan in the park is strategically placed for ease of waste disposal. Each is also painted to match the theme of the land it's in. 

• The terrain changes immediately as guests step into a new land. In Frontierland, the dirt-colored nests imprints of horseshoes and wagon wheels, whereas in Star Wars: Galaxy's Edge, tracks embedded in the ground reveal the past travels of droids. Not only does it look different, it also feels different to the soles of guests' feet. 

• Oh, and that tap-tap-tapping you hear at the train station in New Orleans Square? It's Walt's dedication speech on Disneyland's opening day. 

Disney trivia buffs (like my son) can give you many, many more details you might not know. Disney's attention to detail continues to blow my mind!

And still...

Most of us don't work at or live in Disneyland. (I wish I did!)

For context, let's take Disney's lens into our daily business transactions. 

If everything speaks, what is everything saying? 

• Are the menus sticky in a restaurant? That sends a message.

• Is the scent at a coffee shop as expected (delicious) or does it smell of cleanser? That sends a message.

• Is the carpet in the lobby of a building spotted and stained? That sends a message.

• Is the signage in a parking lot or foyer clear, accurate, and easy to understand? That sends a message.

• Is a company's website up to date and simple to navigate? That sends a message. 

• Are customer email inquiries answered promptly and courteously? That sends a message. 

• Are you replying to the customers or your team's emails in a timely fashion, or are you hoping for "I'm busy" excuses poor communication? Not sending an email sends a message. 

And, of course,

• Are the people who interact with the public happy to be there and happy to help? That sends a message. 

I've asked many organizations throughout the San Francisco Bay Area what messages they might be unintentionally sending to their customers.

• Police officers have confessed that the interiors of their cars are a mess (and this matters because they have many citizen ride-alongs). 

• Municipalities noticed that parking was awful and customers were frustrated before they even came in the door.

• Executives realized their offices were disorderly and less than welcoming, which, in turn, sent an unintended message to their visitors and internal customers. 

Today's lesson: 

If everything speaks, make the messages intentional. 

Recognize and reinforce the right messaging.

Manage or make up for the messaging that isn't in alignment with your mission, vision, and values!.

And for my fellow Disney fans,  I'll conclude with one of my favorite Walt Disney quotes:

"Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do."

Head Tilt #32: Lessons from Disney #2 of 4 "We don't have bad days."

Anger from Inside Out, as displayed at Angry Dogs hot dog stand in Disney's California Adventure

The entire Disney experience parallels that of a big production. It's all a top-rated show. Disney employees are dubbed cast members. Customers are guests. Things happen on stage (customer-facing) or backstage (in the break room, perhaps-- never in front of the customer). 

Once while bumming around the parks researching, I asked two cast members at Elias & Co, a shop at Disney's California Adventure, how they dealt with bad days. 

They exchanged glances with wide eyes. 👀 

"We don't have bad days," one said with a smile.

What?! Everyone has bad days! 

Except when you work for Disney. 

The standard is set high. Of course, they actually can have bad days, but that happens backstage, never onstage. 

When at work, the customer experience rules the cast member's reality.

If they are doing their jobs well, you'll never hear a Disney cast member

• complain
• gossip
• be rude to guests
• be rude to each other

The standard is set high, and they reach it nearly every time.*

I think back to my college days as a bartender. I was young and was never taught this standard. My co-workers and I would gather around the cash register and complain, vent and gossip. So what if customers heard?  Whatever. We didn't even notice. Plus, it didn't matter.

But it did matter! 

When the customer comes to you for a service, don't drag them down with your own stuff!

When leading a customer-facing team, Don't assume your team knows what to do. Instead, make customer service standards explicit.

Think of it: 

Would you pay for a glimpse 

into someone else's bad day? 

Probably not. 

Today's lesson:  We all have bad days, and still, the customer doesn't need to know about it (even if they are the ones who caused it).

Make your service expectations clear to all employees.

Put a plan in place that supports your service providers and elevates the customer experience. For example,

• Give employees a place to "shake it off" or express negativity after challenging situations. 
• Create a plan for getting back into action when they are thrown off track. 
• Help your team realize that the way they treat internal customers (their co-workers) is as important as the way they treat external customers. It's a ripple effect.
• And most importantly, recognize people on your team who model the way of exemplary customer service and positivity.

Make consistency your team's super power. 

Be consistent with EXCELLENCE!

*Note: When I have seen them crack—and I have—it really stands out!

Head Tilt #31: Lessons from Disney #1 of 4 Everyone is in on the MAGIC

A quick photo op with Marie and Clarice during Disneyland's Tinkerbell half marathon, several years ago

The day before my birthday in May, I am going to my home away from home, Disneyland. 

I

can

hardly

wait! 

(I get butterflies even thinking about it!)

Yes, I am a big Disney fan. I'm a Disney Nerd. A child at heart. 

But my love of Disney is less about the mouse, and more about the house, i.e, the company.

I love the precision with which Disney consistently executes  INTENTIONAL PERFECTION. 

Through firsthand experience and research, here are service lessons I've learned from visiting Disneyland. 

Everyone who works for Disney is committed to the magic.

Many years ago, I went to Disneyland's City Hall on Main Street, USA. (stop-- it's a thing!) to see if I could get a special note from Mickey Mouse himself for a five-year-old child I tangentially knew who was undergoing a heart transplant. His two siblings had already died from the rare defect. 

The cast member (employee) said that Mickey Mouse was busy conducting the Fantasmic show across the park, and she'd see if you could get someone in touch with him. 

I played along-- sure, I'd wait since Mickey Mouse was busy elsewhere. (Wink! Wink!)

And I did wait... 

on one of the benches for about 15 minutes. 

And then the cast member approached me in the waiting area with a signed hand-written letter from Mickey Mouse-- made out personally to the young boy. 

It didn't matter that I was an adult. It didn't matter that I knew that Mickey Mouse was a shorter, thin human being in a big costume. 

The cast member kept the magic alive. She was committed to the story and the brand. And I've never forgotten it. 

What magic do you keep alive? Is it your company culture? Is it a family tradition? Is it your personal "brand"?

💗  PS: The boy mentioned above is 21 now!  I just heard he has another heart transplant coming up- think happy thoughts for him, please. 💗

 

Head Tilt #30: We can be heroes just for one day

The song, Heroes, is simply classic David Bowie!

 💗

The first, and most repeated, line of the song, is based in reality:  

"We can be heroes just for one day."

The 12th line of the song—only sung once—is where possibility lies: 

"We can be heroes forever and ever." 

Whether you choose to be a HERO for one day or forever and ever, imagine if we all committed to being:

Helpful: We are good a what we do and look for ways to help others.

Empathetic: We care and can see things from another's perspective.

Reliable: We do what we will say we will do. Consistency is our secret weapon. 

Open: We enter situations with an open mind and stay open to feedback.

Imagine the possibilities!

I created the HERO™ service model a few years ago and have been teaching it in my customer service classes ever since. I based it on a lot of research and first-hand experience. 

But what if it wasn't exclusive to service providers? 

What if you were a HERO just for one day?  

or forever and ever? 

What if I was? 

What if we all were? 

Again, 

IMAGINE THE POSSIBILITIES!

Be a HERO. 

I dare you. 😉 

Image by Erika Wittlieb from Pixabay 

Head Tilt #29: Two little words

Hey there coaches, leaders, and kindful (kind + mindful) communicators!  

Today I'm putting two of my favorite empowering phrases in the spotlight:

Not Yet and What's possible. 

1. Not Yet! 

I once visited the home of a well-traveled British neighbor who possesses an unyielding zeal for life, along with a fabulous accent. She took me from room to room, happily answering my queries regarding artifacts that silently served as witnesses to her adventures. Her home was and still is a showcase of a life well-lived. As we passed a framed print from Africa, she asked if I’d been there. 

"No." I said, slightly embarrassed about my lack of world travel. 

“Not Yet!” she enthusiastically added to my reply. I hadn’t been to Africa...yet. 

“Not yet”-- two little words that opened the door of possibility. My neighbor's response of “not yet” added a hopeful dot dot dot to my "no." 

See it in action:

After a few tries my son gets frustrated with his newest archery bow. He sets it aside, discouraged. He can't string it correctly. Not yet! 

My client says she’s not a good speaker. "Not yet!" I counter, letting her know I’ll show her the way.

Every so often I review my bucket list. Sometimes my heart sinks when I see how many places I’ve not visited, how many classes I’ve not taken, how many languages I've not learned, and how many adventures I’ve not experienced. There’s a lot on that list I haven’t done. 

Not yet, that is. With two little words I open the door to possibility while locking out disappointment.

Another favorite phrase of mine is:

2. What’s Possible?

Once while visiting San Francisco years ago, my daughter and her friend explored the Salon Shoe department at Nordstorm while we were waiting for a table in the cafe. 

Knowing I can’t afford to put my big toe in any of those shoes (“not yet!”), it’s a place I usually avoid, but on this day I felt like playing. 

I challenged the girls to find the most expensive pair of shoes they could. 

Much to the sales person’s dismay, the girls giggled as they (carefully) flipped over shoe after shoe, competitively calling out the prices. “$575!” “$750!” 

“Nope, you can do better than that!” I goaded. 

And then they found the Jimmy Choo table. 

It didn’t take them long to work their way up to the top of the display where a silver jewel-encrusted shoe perched above all others. My daughter, Macy, scooped it up and proclaimed, “$1995.00!” 

Really?! She won. We went to check on our table. 

The girls were in awe that people would spend almost $2000.00 on a pair of shoes (which, they concluded, weren’t all that spectacular!). 

I explained that while the three of us might not ever covet a pair of shoes in that price range, they exist to show us what’s possible. Those shoes expand preconceived boundaries and, in their own designer way, proclaim the power of possibility.

For a while after that visit to the City, whenever Macy was discouraged by her own limitations I playfully asked, “Hey, Mac, what’s possible?” 

“Two-thousand dollar shoes!” she'd answer. 

That's my girl! 😉

COACHES

Take this power-question to your clients. Unleash innovation by asking what's possible. I think I actually first heard this phrase when going through coaching training eons ago. 

• Is your client trying to sort out their career? Ask them what's possible. 
• Are they trying to hone their circle of influence? Ask them what's possible.

LEADERS

Bring this to brainstorming sessions. Don't get caught up in the reality of whether or not the ideas are feasible; you can judge them later. Start off the session by stoking creativity and asking your team what's possible. Capture the ridiculous and the realistic. Don't censor the ideas, just let them build upon each other. 

Suppose you are brainstorming ideas for how to adapt employee recognition during the pandemic. Ask what's possible and let the ideas fly! For example, 

• A Doordash subscription and monthly allowance? Sure! Capture that idea! 
• A personal letter from the CEO? Put it on the list! 
• A paid day off for the team? Go for it! 
• A puppy? Why not? 

Remember- brainstorming is about idea generation- there is no commitment needed at this stage. 

KINDFUL COMMUNICATORS

You can use these phrases with friends, family or yourself!

• Do you have a friend who is stuck? Encourage them to do some blue-sky thinking; ask them what's possible.
• Is someone trying to figure out how to spend their bonus? Ask them what's possible.
• Are you trying to decide between two important choices? Consider what's possible with each.

What are some of your favorite power phrases that provide possibility and a positive shift in mindset?

(Please know that the three categories of coaches, leaders, and kindful communicators are not mutually exclusive!)

Jimmy Choo Image by Lubov Lisitsa from Pixabay

Head Tilt #28: Calling B.S. on I.S. (Imposter Syndrome)

Yesterday this little blog hit 1800 views! 

It's only been up for a month and I am only half-way to my goal of 53 solid posts!

I was elated! 

I felt like this:

Happy Michelle

For about 15 minutes.

And then I felt like this:

Sad Michelle

Here's a peek into what was going on in my mind:

    Who do I think I am?

    What will I write about next? 

    I'm so dumb! 

    Why did I start this?

    I am such a fake. 

    I don't know sh!t. 

Well hello, Imposter Syndrome. 

Heads up: This post is not about something I've researched or taught. 

It's about something I know a lot about because I live with it. 

I'm very familiar with Imposter syndrome. It happens when someone thinks they are a fake and that they are mere moments away from being exposed, despite the evidence around them that says otherwise. I've been struggling with it for much of my adult life. 

Luckily, one of the few benefits of getting older is that I am getting a bit more nuanced at dealing with it. Full disclosure: I haven't eliminated it...yet.

Through experience, here are four things I try to do to move past it.

1. I get my mind's bouncer involved.

I got this idea from best-selling author Alan Cohen. I have a bouncer that stands at the door of my mind and lets only invited guests past the red velvet rope. When all the insecurities approach, my bouncer checks the guest list and tells them to get the heck out-- they're not on the list! If the negativity slips in the back door as it did yesterday, my bouncer can do a quick scan of my mind and kick it out. 

2.    I give imperfection a hug (or at least a gentle pat).

I heard long ago that "perfection is not of this world." John Steinbeck wrote, "And now that you don't have to be perfect, you can be good." Guru Brene Brown has made a fabulous career from talking about The Gifts of Imperfection. I accept that my writing will always have a typo, my smile will always be a bit crooked, and try as I might, I'll continue to sway a little when speaking to a group. I am coming to loosely embrace the idea that I am perfectly imperfect. That helps me exhale. 

3. I scan the evidence for the good, not just the bad.

I am a pro at finding proof of my shortcomings and areas for improvement. That's ok as long as I also accept the evidence that says I'm on the right track. After a class I led today, for example, I ignored the praise and went straight to figuring out what I could have done better. I'm committed to improving, but for the best assimilation, I know that improvement needs to rest on a base of strength. 

4. I keep on keeping on. 

I have no idea how I'll get to my 53rd Head Tilt. As I type this, I am not sure that this one will even count!  I don't know what I will post tomorrow, but if I keep on keeping on, I'll have another idea. My track record proves that. The next day I'll have another one. And then another one. And someone will read it, at least one person. (They might be related to me, but I'm good with that.)

So here's to all my fellow human beings who, like me, deal with being very human, indeed. 

What you do to call B.S. on the imposter syndrome?

P.S. Through writing this, I realize I need to hire a bigger, better bouncer. I wonder if Bongo from Who Framed Roger Rabbit is available...