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The Denny Flanagan Story

As flight cancellations and delays wreak havoc on weary travelers, and planes are fuller than ever, the Wall Street Journal has managed to find a bright spot - United Airlines Captain Denny Flanagan.

On a flight headed your way, there is a pilot who is literally a gift from the heavens. For 21 years now, Flanagan, a former navy pilot, has put the friendly in friendly skies.

With his sense of humor and personal touch, he individually welcomes aboard every passenger on his United Airlines plane.

A father of five, Flanagan has also been known to buy food for planeloads of passengers on delayed flights. He snaps photos of dogs in the cargo hold to show owners their pets are safe and calls the parents of children traveling alone.

"I want to treat them like I treat my family and it works. It's like hospitality. You stand at the door and you greet people when they come in and you say goodbye on the porch and wave to them," said Flanagan, who is 56 and lives in Ohio.

His unique brand of hospitality includes sending handwritten notes to frequent flyers and raffling off bottles of wine.

"How 'bout that? A bottle of chilled chardonnay from a pilot," said a delighted Paul Schroeder, a lucky United passenger.

He has developed quite a following in the air and online. One of the many posts on FlyerTalk.com about Flanagan read: "His effort rubbed off on the crew too, they were great."

Attitudes are truly contagious, and Captain Flanagan's is certainly worth catching!

Denny Flanagan is a wonderful example of customer love. In the book, you can read his, and 24 other great customer service stories. Its goal is to have you read them, have your team read them, and talk about them together. In fact, you may be inspired to write your own customer love stories while making your service culture all it can be.

For more information or to look inside the book, just click here.

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A simple secret to stop procrastination

There's an old saying that says...

"If the first thing you do when you wake up in the morning is eat a live frog, then nothing worse can happen for the rest of the day!"

Brian Tracy says that your "frog" should be the most difficult item on your things to do list, the one you're most likely to procrastinate on; because, if you eat that first, it'll give you energy and momentum for the rest of the day. But, if you don't...and let him sit there on the plate and stare at you while you do a hundred unimportant things, it can drain your energy and you won't even know it.

In Eat That Frog!, Brian cuts to the core of what is vital to effective time management: decision, discipline and determination. In 21 practical steps, he will help you stop procrastinating and get more of the important tasks done...today!

Brian is one of America's leading authorities on development of human potential. He speaks to over 250,000 people a year and has written over 25 books. Eat That Frog! is an international best seller, with over 500,000 copies sold.

We're pleased to say, however, that Simple Truths has taken a great book, and well...made it better! How? They have made it a little shorter; a little more engaging with great graphics; a little more "giftable" with an embossed hard cover, and of course, packaging that can create a "wow" effect! In short, they have turned a great book into a great gift for employees, customers, friends and family.

Here's a small sampling in Brian's chapter titled: Apply the 80/20 Rule to Everything. Enjoy!

An excerpt from Eat That Frog! by Brian Tracy

The 80/20 Rule is one of the most helpful of all concepts of time and life management. It is also called the "Pareto Principle" after its founder, the Italian economist Vilfredo Pareto, who first wrote about it in 1895. Pareto noticed that people in his society seemed to divide naturally into what he called the "vital few", the top 20 percent in terms of money and influence, and the "trivial many", the bottom 80 percent.

He later discovered that virtually all economic activity was subject to this principle as well. For example, this principle says that 20 percent of your activities will account for 80 percent of your results, 20 percent of your customers will account for 80 percent of your sales, 20 percent of your products or services will account for 80 percent of your profits, 20 percent of your tasks will account for 80 percent of the value of what you do, and so on. This means that if you have a list of ten items to do, two of those items will turn out to be worth five or ten times or more than the other eight items put together.

Number of Tasks versus Importance of Tasks

Here is an interesting discovery. Each of the ten tasks may take the same amount of time to accomplish. But one or two of those tasks will contribute five or ten times the value of any of the others.
Often, one item on a list of ten tasks that you have to do can be worth more than all the other nine items put together. This task is invariably the frog that you should eat first.

Focus on Activities, Not Accomplishments

The most valuable tasks you can do each day are often the hardest and most complex. But the payoff and rewards for completing these tasks efficiently can be tremendous. For this reason, you must adamantly refuse to work on tasks in the bottom 80 percent while you still have tasks in the top 20 percent left to be done.

Before you begin work, always ask yourself, "Is this task in the top 20 percent of my activities or in the bottom 80 percent?"

The hardest part of any important task is getting started on it in the first place. Once you actually begin work on a valuable task, you will be naturally motivated to continue. A part of your mind loves to be busy working on significant tasks that can really make a difference. Your job is to feed this part of your mind continually.

Motivate Yourself

Just thinking about starting and finishing an important task motivates you and helps you to overcome procrastination. Time management is really life management, personal management. It is really taking control of the sequence of events. Time management is having control over what you do next. And you are always free to choose the task that you will do next. Your ability to choose between the important and the unimportant is the key determinant of your success in life and work.

Effective, productive people discipline themselves to start on the most important task that is before them. They force themselves to eat that frog, whatever it is. As a result, they accomplish vastly more than the average person and are much happier as a result. This should be your way of working as well.

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Book – The Geography of bliss

The Geography of Bliss: One Grump's Search for the Happiest Places in the World
by Eric Weiner

Fortified with Eeyoreish fatalism—I'm already unhappy. I have nothing to lose—self-confessed grump Eric "Whiner" took a yearlong tour of a very unusual assortment of countries (sample: Holland, Qatar, Bhutan and Iceland), most of which have been chosen because they are home to some of the happiest resident populations in the world, (although a couple are chosen to present a contrast). Weiner is confronted with a few inconvenient truths. Contrary to expectations, neither greater social equality nor greater cultural diversity is associated with greater happiness. In the end, he realized happiness isn't about economics or geography. Maybe it's not even personal so much as relational. There are some interesting conclusions drawn about what does and doesn't make for happiness, about the importance of democracy and wealth (so revered in the US) and how they are part of the answer but far from being the solution.

In the end, Weiner's travel tales provide great happiness for his readers. Weiner has a lovely turn of phrase (reminiscent of Bill Bryson) and although The Geography of Bliss wasn't as laugh-out-loud funny as I expected (more dryly amusing), it is both immensely readable and packed to the gills with fascinating nuggets of information.

If you're looking for a definitive answer to the book's premise, i.e., that happiness is about place, you might be disappointed. If, however, you are game for a journey about exploring that concept, Eric Weiner's book is for you. At once intelligent and witty, Geography of Bliss takes the reader to unfamiliar places to meet strangely familiar people. That's because the essence of what makes us happy (or unhappy) is basically the same everywhere, alloyed only by our culture and circumstances. Weiner has studied the scientific literature on happiness, too, and weaves it into his narrative, which he leavens with a steady stream of clever quips. It's a book that will make you think and laugh on the same page. And, it might just make you happy.

The book can teach Americans some valuable lessons and I recommend it big time.

It takes a chapter or two to decide you like him, and another to realize that you like him a lot, but by the time the trip is over, you find yourself hoping that you'll hit the road together again someday. The Geography of Bliss is a journey too good to be rare.

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Book – A better way to live

by Og Mandino

He is the leading inspirational author in the world. But once, he was a thirty-five year old derelict who nearly spend his last few dollars on a suicide gun. Now, for the first time ever, he describes the joyously redemptive process that turned a down-and- out alcoholic into a millionaire and a happy man within ten years.
Read more --- or --- buy now from Amazon --- or --- request it free if you are a Pivotal Gold Member