—Jean Jacques Rousseau

“All men should strive to learn before they die, what they are running from, and to, and why.” -James Thurber

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In February 2009, Elizabeth gave a speech entitled “A Different Way to Think About Creative Genius.” It’s a funny, moving, and poignant speech that sheds light into the mystery of “calling,” or finding your unique path.

Pay attention to Elizabeth Gilbert’s inspiring words, especially at the very end of her speech, as she describes this concept:

Think with the end in mind and be proactive, not reactive.

Only then will you change and create using your imagination, conscience and willpower.

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“Those who dream by day see many things which escape those who only dream by night.” -Edgar Allen Poe

If you’re planning to tackle any resolutions or big projects in 2011, do yourself a favor: keep it to yourself.

Don’t tell anyone and you’ll stand a much better chance of actually accomplishing it. Watch this TED video to learn the science behind that counter-intuitive claim:

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Much financial failure is the result of players simply not knowing the nature and the rules of the game.

How could you win a game of Monopoly if you didn’t know the purpose of placing hotels on your properties?

How long would a basketball player last on a football field if he didn’t know what football was?

If you feel like you are losing the game of finances, take a step back and ask yourself if you know what the rules are and what the purpose of the game is.

After you’ve identified the things that you think you know, find out if the rules you’re playing by are principles or strategies.

If your knowledge is based on strategies, the rules will be constantly changing. Principles never change and hold true in every context.

When all else fails, ask for or read the directions from an experienced and successful player.

Where are you on the CASHFLOW Quadrant? Rich Dad, Poor Dad author Robert Kiyosaki explains.

*If you’re reading this in an RSS reader or e-mail, you may need to click the title of the post to view the video on our blog*

Bill Gates, arguably one of the greatest successes in the modern business world, said this:

“Your most unhappy customers are your greatest source of learning.”

It’s usually easier to find unhappy customers willing to speak up about their experiences than happy ones.

Why? Because vocalizing dissatisfaction – and pointing a finger at the perceived source – seems to come more naturally to many of us. Negative emotions are often experienced more strongly than positive ones.

Still, while the negativity can be hard to swallow when you’re working as hard as you think you can to provide outstanding service, there’s also something to take away from the complaints.

Instead of seeing unhappy customers as a reflection of personal failure, reframe their comments as an opportunity for improvement.

It takes practice to look past the harsh words sometimes offered up by unhappy or even angry customers, but underneath is something valuable: a specific place for improvement.

Also, there is something to be said for someone taking the time to express dissatisfaction. If the experience didn’t matter at all, they wouldn’t have bothered. So your product/service matters enough to take the time to comment.

If the feedback you’re getting from an unhappy customer is in written form, take the opportunity to read their comments more than once.

The first time you read what they have to say, you might feel uncomfortable, frustrated, and defensive. That’s okay. Feel it and let it pass.

The next time you read the criticism – perhaps after a period of time since the first reading – look for a specific complaint. While not everyone will be specific in expressing their dissatisfaction, many people will be.

If you can pinpoint exactly what caused the dissatisfaction, that’s the first step towards resolving it and improving your service/product.

While criticism can help keep you humble, learn to look past any harsh words. In short, stop looking at the problem and look for a solution.

Ask yourself: What could have been differently to avoid this customer’s reaction? Can I improve upon that in some way? Do I need to do more research into how other customers are experiencing this aspect of my business? If it needs to be this way, is there a way to explain that more clearly to customers?

Unhappy customers provide a learning opportunity. They force us to look for progress. They make us question every aspect of our service/product. They remind us that there is always room for improvement.

While we may always strive for perfection in our field, isn’t nice to know that the best is yet to come?

Ultimately you must be able to look at whatever you sell from the perspective of the person you’re selling to. In the end, that’s the perspective that matters if you want to improve the customer experience.

Chapter 1. 
I walk down the street. There is a hole in the sidewalk. I fall in – I am lost… 
I am helpless – It isn’t my fault. It takes forever to find a way out.

Chapter 2. 

I walk down the same street. There is a deep hole in the sidewalk. I pretend I don’t see it. I fall in again. I can’t believe I am in the same place. But, it isn’t my fault. It still takes a long time to get out.

Chapter 3.
 I walk down the same street. There is a deep hole in the sidewalk. I see it is there. I still fall in… 
It’s a habit. My eyes are open. I know where I am. It is my fault. I get out immediately.

Chapter 4. 

I walk down the same street. There is a deep hole in the sidewalk. I walk around it.

Chapter 5. 
I walk down another street.