Buffalo On Board
A quarterly newsletter with tips to enhance the visitor experience in Buffalo Niagara
VOLUME 1 / QUARTER 3, 2019

Do You Love Your Job?
“When we choose to love the work we do, we can catch our limit of happiness, meaning and fulfillment every day.”

How important is that concept? Incredibly important, especially when you consider that people spend about 75% of their adult wake time doing work-related activities.

Is this a choice, then, to love the work we do? You bet it is! There is always a choice about the way you approach work, even if there is not a choice about the work itself. We can choose the attitude we bring to our job every day. A positive attitude and approach to the day will first help you, then it will benefit your customers and guests. The best part is people will notice.

Keep this in mind:
“You have within you more resources of energy than have ever been tapped, more talent than has ever been exploited, more strength than has ever been tested, and more to give than you have ever given.” – John Gardner

Following are four secrets and strategies to loving the work we do:


1. Choose Your Attitude
You have power over your situation and the workplace you create. We must choose our attitude every day and choose it well! By doing this you demonstrate a level of personal accountability and proactivity which will create an atmosphere of energy. If you choose to bring your best self to work and to love what you do – the work area will become an oasis of energy, flexibility and creativity in an ever-changing industry.

2. Make Their Day
Realize and embrace how important your role is in your business and look for as many creative ways as you can to engage your customers. Serving customers well provides the satisfaction that comes to those who serve others. It focuses our attention away from our problems to how we can make a positive difference to others. We create great memories whenever we make someone’s day by directing attention toward the customer. Engage them respectfully.

3. Play
Create an atmosphere of fun. Remember the days of carefree play at the playground? It makes you happy, and happy people treat others well. Fun leads to creativity and time passes swiftly. Having a good time keeps you healthy too! Did you know that positive people live longer? That alone should keep a smile on your face!

4. Be Present
Be focused and present for the individual in front of you, look right at them and maintain eye contact. When you are present you show consideration for the other person.

The past is history
The future is a mystery
Today is a gift
That is why we call it the present


Incorporate these four concepts and watch yourself, your workday and your world prosper!

Excerpts from Fish! A remarkable Way to Boost Morale and Improve Results, Stephen C. Lundin, PhD., Harry Paul, and John Christensen, Hyperion – New York, copyright 2000.


“The way a team plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime.”
- Babe Ruth

Can You Make Yourself More Valuable to Your Organization?
The answer to this is yes – it is possible and likely career enhancing. Just showing up each day will eventually not be enough to distinguish yourself from the pack. Warren Buffet generously gives the following advice:
"Invest in yourself. One easy way to become worth 50 percent more than you are now at least is to hone your communication skills. If you can't communicate, it's like winking at a girl in the dark: Nothing happens. You can have all the brainpower in the world, but you've got to be able to transmit it."

Here are some tips for improving your communication skills:

  • Think through and prepare your message before you begin; talk later
  • Know your message recipient, and relay message accordingly
  • Be precise and to the point - scale back the noise which is not part of your message

Just as important is to be aware of non-verbal ques in the communication process:

  • Study body language, what are they saying that’s not coming out verbally?
  • Keep your eyes on the target – look them in the eyeballs
  • What is their tone of voice telling you?

Whenever you are in a setting which exposes you to the public, vs. a cubicle where you face the wall, these are important tips to keep in mind. Will you be noticed the first day out of the starting gate? Probably not. But keep in mind that situations are noted and accumulated. That’s when you begin to define yourself!

From Want to Increase Your Worth By 50 Percent? Warren Buffett Says Honing This 1 Skill Is the Easiest Way to Do It, by Scott Mautz / From the Dan (aka Disney Dan) Cockerell Newsletter


Thank you!
Congratulations to those who have attended our frontline training program during the third quarter:

  • Jackie Hitchcock
  • Amber Wilson
  • Paul Gorski
  • Cindy Gorski
  • Megan Schleicher
  • Alicia Salmon
  • Olivia Macdonald
  • Janice Barber
  • Blake LeMoi
  • Phil Palmisano
  • Michael Forster
  • Sue Cycon
  • Stacy Duink
  • Lisa Maira
  • Bill Price
  • Cathy Pudlewski
  • Anthony Battaglia
To date 650+ Tourism professionals and volunteers have been trained – have you?

CONTACT US Brian Hayden
More information on our Hospitality training program, or to schedule your staff participation, contact Jo Ann Blatner at blatner@visitbuffaloniagara.com
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