The Art of Action Quotes

“The actor, writer, and director Woody Allen once said, “80% of success is just showing up!”

You Can Show Up By . . .

• Participating.
• Sharing ideas.
• Being dependable.
• Keeping your word.
• Taking the initiative.
• Volunteering to be of assistance.
• Being there when a friend needs you.
• Raising your hand and asking questions.
• Attending your children’s sporting events.
• Taking your place and claiming your space.
• Demonstrating that you have something to offer.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“To Polish the Gold & Help Others Shine . . . Catch people doing things right:
Outstanding leaders know that people will be more engaged, perform at higher levels, and be more loyal when they are appreciated and celebrated. Jeff West, international speaker and author of The Unexpected Tour Guide, shares that “People will jump over high hurdles, fight fires and break through walls for leaders who find them doing things right. Building that kind of chemistry is essential if a team is going to jell.” Capitalize on the opportunity to notice what people are doing right at work and at home and they will deliver their best. As the old saying goes, “A person who feels appreciated will always do more than expected.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Take the Initiative. Be proactive. If you want to rock your relationship results, it is going to take action, effort, initiative, and choosing to get in the game—so, step up, step out, and show up!”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Be Brave. Bravery takes fortitude—put yourself on the line, even if you risk failing, falling, being embarrassed, or looking stupid—if being brave were easy, more people would be. Just try it!”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Just be Nice. Nice—this little word has a big meaning. Use it generously. Being nice helps people feel emotionally safe, allowing for more authentic, trusting, and happy interactions.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“While good old-fashioned manners and etiquette have worked for centuries, new standards and expectations have come into play with the modern world. Behaviors which would have been appalling in the past are now socially acceptable.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Regardless of the trends we see in the deterioration of morality, respect, and values, wise people will still strive to take the high road to rise above the ever-increasing rudeness and stand apart from the crowd.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“It is unimpressive to not return what’s been borrowed. Whether you have borrowed money, folding chairs, yard tools, or a popular book, always make sure you return to another person what is rightfully theirs. Lending it to you in the first place was a gift of trust and assistance. Being slow to give back in return may be considered rude.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Being 100 percent in the moment and focusing on the person you’re with is one of the finest compliments you can offer. One of the most respectful and considerate things you can do for another is to truly be with them in the here and now.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“A man worth his salt will treat a lady like a lady and make the effort to be a gentleman. While independent women are fully capable of being self-reliant, the majority whom I know appreciate being treated with respect, consideration, and chivalry. For the women who yearn for the old-fashioned, good-hearted, chivalrous guy, I promise, they do exist.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“It is unimpressive to interrupt another person while they are talking. Interrupting someone in mid-sentence demonstrates that your focus is on yourself, not the person talking. I had a friend who used a humorous retort whenever someone would interrupt him. He would graciously, albeit sarcastically, say, “I’m sorry, I didn’t mean to speak while you were interrupting.” It always got a laugh, yet he was cleverly letting the intruder know of his infraction without being too confrontational.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Mingle

• Be the connector—introduce people to each other who may not otherwise connect.
• Be a conversation fire starter; point out what people have in common as you are introducing them.
• Seek out the folks who may appear to be shy, or awkward, or wallflowers. Find ways to build trust and comfort. Engage them with a kind word to pull them out of their shell.
• Arrive early and stay late; connect with people before and after your event.
• Stretch beyond your comfort zone to speak with, sit with, and start conversations with people whom you do not know.
• Offer to refill someone’s drink or clear their plate.
• Encourage introductions: “There is someone whom I would love for you to meet . . .”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“I love acronyms, don’t you? They are quick and easy tools for remembering important lessons that are too good to forget. The PEACE acronym goes straight to the heart of the matter for delivering "Service Beyond Self." When you do this one thing, you will increase your opportunities, earn loyalty and respect, and rock your first and last impressions.

Persistently Exceed All Customer Expectations”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“To Move from Woe to Wow with an Unhappy Customer. . . Apologize
• Thank your customer for raising the issue.
• Apologize sincerely–never argue.
• Own the problem, even if it is not your fault.
• Show genuine concern in your gestures, posture, and tone of voice.
• Take your customer at their word without questioning their motives or integrity.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“The Service Mindset. When I began my real estate career at the age of twenty-two, I had a fresh Bachelor’s Degree in Marketing in one hand and ‘a tiger by the tail’ in the other. I was on a mission to be successful in life and in business and make a lot of money in the process. Every goal I set was about Me. Me. Me!
I was driven by: How much money could I make? Which property listings paid the biggest commissions? How many calls did I need to make to schedule new appointments? How many listings did I need to have to hit my target?
You can see where I am going with this! Working full-time, nights and weekends, seven days a week, I only made eleven thousand dollars in the first year! I was tired, disillusioned, and knew that I had to either change careers or massively shift my mindset.
I chose the latter. I took ALL focus off me and re-directed my time, energy, and resources to serving my clients. Their hopes, needs, and desires became my primary focus. How could I help solve their problems?”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Have you ever had a friend in need whose only request was the gift of your presence? When major life changes happen or tragedies hit, you can find out very quickly who your real friends are because they are the ones who SHOW UP.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Just Show Up. Guess what? Being in the right place at the right time can’t happen without your first showing up. Companies have been started, marriages made, friendships found, careers created, and opportunities seized by those people who just showed up. Whether through coincidence, serendipity, strategy, or fate, taking the initiative to show up will reward you in ways which never would have occurred if you hadn’t. Just by showing up, you have taken a proactive step to impress people by being there" in person” and demonstrating your willingness to be involved.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“First, take complete responsibility for your life and current outcomes. Then take proactive steps for the necessary action to move forward in your desired direction. This personal choice is at the heart of your achieving impressive results. Taking initiative is the start of all good things born from action . . .

• Growth
• Creativity
• Enterprise
• Invention
• Success
• Solutions
• Accomplishment
• Development
• Positive Change
• Transformation”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Rather than being green with envy, realize that a dramatic difference between the “haves” and “have-nots” is the “do” and “do-nots.” If you are seeking positive change and transformation, what can you begin to do?”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Do you ever sit back and wonder how and why other people are so successful, productive, or accomplished? What is the driver that inspires them to go for the gold, seize opportunities, and make things happen?”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Initiative is The Start of All Good Things. Your ship will never come in if you don’t send any out. Have you ever found yourself dreaming, hoping, and waiting passively for things to change or for your life to get better?”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Decide today to take a stand, make a plan, and get. No one ever said it was going to be easy and wouldn’t require effort. It will sometimes require that you go against the grain, face great challenge, conquer fear, overcome obstacles, and bounce back when knocked down. Choose to keep moving and don’t give up. And if your ship still doesn’t come in—swim out to it!”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“12 Simple Ways to Deliver Service Beyond Self

1. Make it Easy for People to Do Business with You.
2. Be an Awesome, Sincere Listener.
3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.
4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!
5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical.
6. Under Promise & Over Deliver.
Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can.
7. Make them Feel Important.
Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere.
8. Take Responsibility for their Satisfaction.
Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.
9. Treat your TEAM well.
Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers.
10. Choose an Attitude of Gratitude.
Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.
11. Perform, Provide and Follow-Up.
Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed.
Use Gracious Words. "Thank you, thank you very much.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“13 Simple Ways to Deliver Service Beyond Self

1. Make it Easy for People to Do Business with You.
2. Be an Awesome, Sincere Listener.
3. Listen to Customers’ Words and tone of voice, body language, and how they feel. Ask questions, listen, and meet them on their level. Explain, guide, educate, assist and do what is necessary to help them get the information they need to fully understand regarding their question or issue.
4. Show Enthusiasm. Greet customers with genuine interest. Give them your best. Think, act, and talk with positive enthusiasm and you will attract positive results. Your attitude is contagious!
5. Identify and Anticipate Needs. Most customer needs are more emotional rather than logical.
6. Under Promise & Over Deliver.
Apply the principle of “Service Beyond Self” . . . give more than expected. Meet and exceed their expectations. If you can’t serve their needs, connect them with whoever can.
7. Make them Feel Important.
Our deepest desire is to feel important. People rarely care how much you know until they know how much you care. Use their names, find ways to compliment them—and be sincere.
8. Take Responsibility for their Satisfaction.
Do whatever is necessary to help them solve their problems. Let them know that if they can’t find answers to their questions to come back to you for help.
9. Treat your TEAM well.
Fellow colleagues are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are. Treat your colleagues with respect; chances are they will have a higher regard for customers.
10. Choose an Attitude of Gratitude.
Gratitude changes your perspective and helps you appreciate the good rather than simply taking it for granted.
11. Perform, Provide and Follow-Up.
Always perform or provide your service in a spirit of excellence and integrity. If you say you’re going to do something—DO IT! There is tremendous value in being a resource for your customer. If you can help them to succeed, they are more likely to help you succeed.
12. Use Gracious Words. "Thank you, thank you very much.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“To Move from Woe to Wow with an Unhappy Customer. . . Thank the Customer!

• Thank them for bringing his or her concerns to your attention.
• Treat them with respect and empathy.
• Avoid further inconvenience to them.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“To Move from Woe to Wow with an Unhappy Customer. . . Solve the Problem!

• Take action quickly and effectively.
• Ensure that your customer is satisfied with the solution.
• Learn from your mistakes.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“To Move from Woe to Wow . . . Listen Attentively

• Be fully present and give your customer your full attention.
• Stay calm and remain patient.
• Do not interrupt or become defensive.
• Let the customer express his or her concerns.
• Nod your head and use affirming words to show that you are listening.
• Repeat back and empathize, when necessary. This confirms your understanding of the problem or question.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“Graciously Accepting a Compliment. How many times have you offered someone a sincere compliment only to have it thrown back in your face as if your assessment were wrong? How did you feel? Women are notorious for this social misstep and poor maneuver. Why do they do it? Rejecting a compliment makes the compliment-giver feel as though they should have said nothing.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“What are the key elements for a fabulous, well-delivered compliment? You . . .

• are sincere and genuine.
• give it freely without expecting anything in return. Your compliment is a selfless gift, not a boomerang.
• are specific and detailed.
• elaborate on why you like something.
• describe how their positive virtue has positively impacted you.
• can use adjectives for more colorful descriptions.
• keep it positive.
• say it like you mean it with intentional impact.
• use discretion and good judgment.
• leave no room for misinterpretation or misunderstanding.
• say the right thing at the right moment and let it flow organically.

Finding sincere ways to compliment others is a powerful way to make a great first and last impression.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact

“UN-Impressive ‘Compliments’ . . .

• When compliments are used as a passive-aggressive way to manipulate others for personal gain.
• Delivering a back-handed compliment which makes others feel bad.
• Dishonesty—you say it but really do not mean it.
• False bravado.
• Manufacturing the moment for your ulterior motives.
• Pandering to win affection, a vote, or approval.
• Exaggerating and being over-zealous.
• Being hypocritical.
• Expressing preferential treatment or making an unfair comparison.
• When it draws attention to a person’s weakness, disabilities, or shortcomings.
• When it is inappropriate and off-color.”
― Susan C. Young, The Art of Action: 8 Ways to Initiate & Activate Forward Momentum for Positive Impact