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BE NICE HOLIDAY TIPS
 Hi Everyone,
We just celebrated Halloween and you know what that means . . . the holidays are coming! It’s that time of year when malls, stores, freeways, and service providers are busier and crazier than ever.
Some people seem to have the attitude that some individuals were born to serve and others were born to be served. It’s been my experience that those who’ve worked in a service capacity tend to have compassion and generosity for those who might be serving them. I often notice that my hairdresser friends are the biggest tippers in restaurants.
Of course, this could just be a realization issue. Perhaps you’ve been living out of ignorance and aren’t conscious of the bad habit of not acknowledging people in the service business. Well, now that you know, it’s time to go overboard and make up for all the times you ignored the wonderful, humble, talented individuals who’ve made your life easier through their service. This holiday season, while you’re out shopping and running around, why not go out of your way to say hello to the hotel cleaning person, the flight attendant, the restaurant table busser, the hotel clerk, the garbage collector, the gardener . . . Who have I left out here, and who have you left out over the years?
What do you think would happen if everyone who reads this newsletter tries extra hard to be just a little bit nicer for the next few months? This month’s newsletter is filled with ideas to help you do exactly that. I hope you’ll try them and report back to me.
Thanks for helping me live my fantasy of spreading this BE NICE message and giving nice people a voice!
XOXO, Winn
A BE NICE Story
Do you have a BE NICE story to share? Send it to editor@BeNiceOrElse.com. If it appears in the newsletter, you’ll receive a BE NICE T-shirt and CD!
I loved this note from one of our readers. It shows that you can be nice and make a huge difference wherever you happen to be! –Winn
 Hello Winn,
I wanted to tell you about what happened to me yesterday. I went to pay my electric bill that I have been trying to pay off for a couple months now. I went in with $500 and the bill was $510. The lady told me I had to pay all of the bill or my power would be turned off. A man standing at the teller booth next to me handed me a $20 bill and said, “Please take this.” When I told him I could not possibly take his money, he said someone had given him the money to pay his electric bill and that he had $20 left and he would really appreciate it if I would take it. He said someone had done something good for him and he would like to do something good for someone else. It was an amazing experience. I have never had a total stranger be that nice to me. It brought tears of joy to my eyes.
Analea Murray
BE NICE News
 Check out the December issue of Vanity Fair magazine to see the story about Winn Claybaugh, John Paul DeJoria, and the Paul Mitchell Schools (it’s on page 164).
Not only are Paul Mitchell Schools one of the fastest-growing franchises in America, but they also teach and practice the BE NICE culture. Columnist Maria Ricapito wrote, “These schools, in addition to turning out stylists skilled in cutting, shaping, and coloring, also offer philanthropic opportunity. DeJoria and Claybaugh, who serve as role models to their students, are heavily invested in inner beauty as well, and they make sure that their schools give back to the community. . . . The roughly 6,000 students at more than 70 Paul Mitchell schools across the country have raised nearly $1 million by hosting walkathons, haircut-athons, bake sales, and bike-athons.”
People Profile
As president and corporate secretary for Southwest Airlines, Colleen Barrett oversees management, leadership, and budget responsibilities for the popular company. According to the Department of Transportation’s Air Travel Consumer Report, Southwest was ranked number one in customer satisfaction among all major U.S. airlines for 14 consecutive years (1991 through 2004). The country’s largest carrier (as measured by customers carried), Southwest has continually posted profits during a time when others in the industry have earned a reputation for bankruptcies, bailouts, and price hikes caused by sky-high fuel costs.
Before joining Southwest in 1978, Colleen worked for several years as an executive assistant to Herb Kelleher (Southwest’s current Executive Chairman) at his law firm. Thirty years later, after serving as Secretary of the Corporation, Vice President of Administration, and Executive Vice President of Customers, she became the company’s president, just three months before the September 11 attacks. Under her leadership, Southwest quickly started flying again, and Colleen was instrumental in reassuring customers and employees.
Two employees, Michael Broadhead and Michael Massoni, said, “Over the past thirteen years we have worked for Southwest Airlines and have had the privilege of getting to know Colleen Barrett. In working with her on various projects it has been our experience that whether we agree or disagree on whatever it is we are working on she always comes through the consummate luminary. We have built an incredible relationship with her and consider her a truthful and loyal advocate. She never stops caring for each employee of Southwest and she is the heart and soul of our company. Above all, we are so very proud to call her a true friend. Her actions to us and others have left an indelible mark on our lives.”
Monthly Audio Message
Colleen C. Barrett, president of Southwest Airlines Co., is considered one of America’s most powerful businesswomen and “People to Watch.” Her unique and caring business philosophy have earned her numerous awards and recognition. Forbes.com named her one of the World’s 100 Most Powerful Women (2004, 2005), Fortune magazine dubbed her one of the 50 Most Powerful Women in Business (2002, 2003), and she received the Horatio Alger Award in 2005.
Winn Claybaugh sat down with Colleen in her corporate office in Dallas, Texas to discuss her radical yet refreshing beliefs on how to create a culture that both employees and customers want to join.
“Colleen’s humble approach toward caring for her award-winning employees is truly inspiring and worth celebrating,” Winn says. “I am forever grateful that this amazing woman opened up her office and her heart to share her passion with me.”
 In this month’s audio message, Colleen Barrett reveals the brilliant, no-fuss leadership style that made Southwest Airlines number one in customer satisfaction among all major U.S. airlines for 14 consecutive years.
If you enjoyed this month’s audio message, you’ll love our MASTERS Audio Club. CLICK HERE for more information.
Corporate Corner
HANDLING HOLIDAY STRESS
A wonderful storyteller by the name of C. W. Metcalf shared a story about a man in the airport who was verbally abusing an airline ticketing agent. The traveler had missed his flight due to mechanical difficulties and was being loud, demonstrative, and mean to the poor ticketing agent, who obviously had no control over the plane’s condition. C. W. went up to the abusive man and asked, “Can I have your autograph?” When the man, puzzled and confused, asked, “Why do you want my autograph?” C. W. responded, “Because I’ve never met the center of the universe before!”
In business, the best and easiest way to defuse a complaining, irate customer is not to make excuses or to place blame for the circumstances that made the customer upset. Even if there was an excuse, and even if you could place blame, angry customers rarely care about the reasons. The best thing to do is let them vent, let them get it all out. Once they’ve done that, you need only say, “I’m so sorry you were inconvenienced. What wonderful thing could I do to make you happy?”
Do Something!
BE NICE ON THE ROAD
Several years ago, my friend Debra had just moved to the San Francisco Bay area. One day, as she went to pay the toll for the Bay Bridge, she received a pleasant surprise—the truck driver ahead of her had paid the toll for her. Touched by the unconditional generosity of this total stranger, Debra decided to adopt his behavior as her own. Ever since that day, every time she crosses the bridge, she pays the toll for the person behind her. She does it even when she has no spare change, and she does it because it “felt good” when someone did it for her. Road rage? Not in Debra’s car.
When my nice factor is low and I want to give it a boost, you’ll find me frantically looking for a toll road somewhere. Try it during this holiday season! It works every time.
BE NICE Holiday Special
The holiday season is the perfect time to share a little Be Nice (Or Else!) with family, friends, and staff!
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Ben Franklin Awards - 2005
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"Winn Claybaugh is a remarkable guy and one of the best motivational speakers in the country. In this terrific work, he brings the reader easy-to-use concepts that could bring interesting rewards. So, follow carefully Winn’s adept advice. Use the book in your daily life and you’ll find life just keeps on getting better. You better do this or I’ll kill you."
– Larry King
"I thoroughly enjoyed it. What a brilliant approach to this topic: multilayered and excellent take-home value. As a consumer of this topic, I learned a lot. I think this book is so right on target—and I’m not just being nice!"
— Leeza Gibbons
TV and Radio Personality
Founder of the Leeza Gibbons Memory Foundation
"I’m certainly someone who believes in the importance of being nice. Winn’s book Be Nice (Or Else!) brilliantly addresses both personal and work issues, with a special sensitivity toward women’s concerns. I highly recommend it to anyone who’d like to make this world a little nicer."
— Marie Osmond
"Full of accessible and down-to-earth advice, Be Nice (Or Else!) could well be the instruction manual for the growing kindness movement."
— Catherine Ryan Hyde
Author of Pay It Forward and Walter’s Purple Heart
President of the Pay It Forward Foundation
"Be Nice (Or Else!) brought a smile to my face and more happiness to my day. I highly recommend it!"
— Marianne Williamson
Author, A Return to Love and The Gift of Change
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Making your list and checking it twice?
Give Be Nice (Or Else!) to the naughty and the nice! Help spread the BE NICE message this holiday season and give everyone on your team the gift of nice!
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Quote of the Month
“For fast-acting relief, try slowing down.”
— Lily Tomlin
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