One day, you’re an award winning communications professional who decides to quit a high-paying, benefit-rich job to start your own company. The next day, your wife tells you your 13-month-old son has autism, and you start a seven-year-journey that teaches you pretty much everything you ever thought you knew about communication was wrong … In this presentation, you'll learn the true principles of communication and customer delight. These ten hidden keys were unlocked by a beautiful boy who looks at the world a little differently. Uplifting, educational, heartwarming and funny, this webinar will open your heart as well as your mind.

1. COMMUNICATION
KEY
TEN10 HIDDEN KEYS
TO MEANINGFUL
COMMUNICATION
AND CUSTOMER
DELIGHT
by tim miles

2. “ Good evening!

3. (ahem)

4. “Good evening!

5. (please repeat
after me.)

6. “ There has
never...

7. “ been a
better time ...

8. “ to do what
it is I do ...

9. “ ... but ...

10. “... but ...

11. “BUT

12. “There has also
never...

13. “ been a
more important
time ...

14. “ to be GOOD
at what
it is I do ...

15. see how I went all
caps on GOOD
there?

16. actually, you didn’t
have to repeat that
one

17. (thank you)

18. (you’re done)

19. (for now)

20. (dramatic black screen
to pause for emphasis
and transition)

21. Now, if you’ll allow me…
I’ll drop some tight
Robert Frost on y’all

23. BEST
BUY

24. MOM
CRY
MADE
MY
a guide to
Shareworthy Customer Service
BEST
BUY
TIM MILES

26. COMMUNICATION
KEY
TEN10 HIDDEN KEYS
TO MEANINGFUL
COMMUNICATION
AND CUSTOMER
DELIGHT
by tim miles

27. DADDY,
I HAVE A
QUESTION
by
tim
miles

28. “Daddy, I have a question.

29. Yes, Will.

30. How old do you have to
be to own a jetpack?
“
Will Miles
Scientist, Philanthropist, Bon Vivant

31. Do you need a permit to
own a raygun?
Will Miles
Scientist, Philanthropist, Bon Vivant
“

32. When I become a Jedi,
who decides what color
my light saber will be?
Will Miles
Scientist, Philanthropist, Bon Vivant
“

33. Do me a favor...

35. So how does it feel to be autistic when you are
overstimulated? It feels like: 20 cologne smells (all
people around you are wearing different things, etc.
Autistics smell all of it), like hundreds of kids
running around you asking you questions in
different languages, like you’re sitting in a chair that
is missing one leg and trying to balance it while all
that is going on, and lights flickering…too much,
hence why autistics have Meltdowns.
“
Kristina DesJardins
Author, Autist

40. WHATIS AUTISM?
• Qualitative impairment
in social interaction
and communication
• Restrictive and
repetitive behaviors.

41. November 20, 2005

42. November 21, 2005

43. April 29, 2015

44. When I started counting my
blessings, my whole life
turned around.“
Willie Nelson

45. 10 HIDDEN KEYS
TO MEANINGFUL COMMUNICATION
AND CUSTOMER DELIGHT

46. 10 BLESSINGS
TO MEANINGFUL COMMUNICATION
AND CUSTOMER DELIGHT

47. COMMUNICATION
KEY1
ONE
CHANGE

48. COMMUNICATION
KEY1
You cannot expect someone else to
change his behavior until you’re first
willing to change your own.

49. COMMUNICATION
KEY1
Mindfulness Diaries

50. COMMUNICATION
KEY1
Mindfulness Diaries

51. COMMUNICATION
KEY2
TW
CELEBRATE DIFFERENTLY

52. COMMUNICATION
KEY2CELEBRATE DIFFERENTLY

53. COMMUNICATION
KEY2CELEBRATE DIFFERENTLY
How will you measure success?

54. COMMUNICATION
KEY2CELEBRATE DIFFERENTLY
How will you measure success?
Lauren ‘13

55. COMMUNICATION
KEY2CELEBRATE DIFFERENTLY
You improve what you
MEASURE
and
REWARD

56. COMMUNICATION
KEY3
THR
CLEAR v. CLEVER

57. COMMUNICATION
KEY3CLEAR v. CLEVER
Literal Thinking

58. COMMUNICATION
KEY3CLEAR v. CLEVER
“Raining Cats & Dogs”

59. COMMUNICATION
KEY3CLEAR v. CLEVER

60. COMMUNICATION
KEY3CLEAR v. CLEVER
Practice Critical Thinking

61. COMMUNICATION
KEY3CLEAR v. CLEVER
Answer Questions As Asked

62. COMMUNICATION
KEY3CLEAR v. CLEVER
Clarity Trumps Clever

63. COMMUNICATION
KEY3CLEAR v. CLEVER
Sarcasm

64. COMMUNICATION
KEY3CLEAR v. CLEVER
*Sarcasm*

65. COMMUNICATION
KEY3CLEAR v. CLEVER
Swear Jar?

66. COMMUNICATION
KEY3CLEAR v. CLEVER
Snark Jar

67. COMMUNICATION
KEY4
FOU
OVERSTIMULATED

68. COMMUNICATION
KEY4OVERSTIMULATED
How many of you check your phone
before you get out of bed?

69. COMMUNICATION
KEY4OVERSTIMULATED
How many of you are lying?
: )

71. I believe that genius in the 21st
century will be attributed to people
who are able to unplug from the
constant state of reactionary
workflow ... and allow their minds to
solve the great challenges of our era.
“
Scott Belsky
CEO, Behance

72. There's no question whatsoever that
multitasking, especially among those who do it
the most, is at the very least ineffective and at
the worst, harmful.
Basically, they are worse at most of the kinds
of thinking not only required for multitasking
but what we generally think of as involving
deep thought.
“
Dr. Clifford Nass
Stanford University

73. COMMUNICATION
KEY5
FIV
LISTEN

74. COMMUNICATION
KEY5LISTEN
Have you noticed
it seems like a bazillion people
want to be heard?
But, like, maybe six want to listen?

75. COMMUNICATION
KEY5LISTEN
Have you noticed
it seems like a bazillion people
want to be heard?
But, like, maybe six want to listen?

76. COMMUNICATION
KEY5LISTEN
PRESENCE... not presents.

77. COMMUNICATION
KEY5LISTEN
* Listening Exercise *

78. Human relationships are rich and they’re
messy and they’re demanding. And we
clean them up with technology.
And when we do, one of the things that
can happen is that we sacrifice
conversation for mere connection.
We short-change ourselves. And over
time, we seem to forget this, or we seem
to stop caring.
“
Sherry Turkle
Author, Professor - TED, February 2012

79. COMMUNICATION
KEY6
SIX
COME TOGETHER

80. 6COMMUNICATION
KEY
COME TOGETHER

81. Looking back, had it not been for
those incredibly kind, gracious
men and women who assisted me
when I most needed it, we would
not today have the means to offer
our assistance to those who need a
helping hand.
“
Harris Rosen
International Man of Awesomeness

82. COMMUNICATION
KEY6COME TOGETHER
When you have more
time than money…

83. COMMUNICATION
KEY6COME TOGETHER
When you have more
money than time…

84. COMMUNICATION
KEY6COME TOGETHER
One Hour A Week

85. COMMUNICATION
KEY6COME TOGETHER
One Hour A Week
“What have you learned?”

86. COMMUNICATION
KEY6COME TOGETHER
One Hour A Week
“What have you learned?”
Facebook Group

87. COMMUNICATION
KEY6COME TOGETHER
One Hour A Week
One Day A Quarter
Two Days AYear

88. COMMUNICATION
KEY7
SIX
PROCESS ROCKS

89. COMMUNICATION
KEY
SIX
PROCESS ROCKS
7

90. COMMUNICATION
KEY7PROCESS ROCKS
MapYour Customer Experience
TuneYour Customer Experience

91. COMMUNICATION
KEY7
SIX
BLACK HOLES
a

92. Once in a while, you get shown
the light in the strangest of
places if you look at it right.“
Robert Hunter
Lyricist, The Grateful Dead

93. COMMUNICATION
KEY8
SEV
WHAT IS NROMAL?

94. WHAT IS NROMAL?

95. “Daddy, I have a question.

96. Yes, Will.

97. Am I symmetrical or
asymmetrical?“

98. How do I clean soap?
“

99. Should the rollercoaster
I’m building in the
backyard be wood or steel?
“

100. Is Dora non-fiction?
“

101. No, buddy.

102. (2 minute pause)

103. I think it’s historical fiction.
“

104. Why is it everybody wants their
children to be normal, but no
one wants them to be
average?
“
Roy H. Williams
CEO, Williams Marketing

106. For it to be effective, curiosity has to be
harnessed to at least two other key traits.
First, the ability to pay attention to
the answers to your questions—
you have to actually absorb whatever it
is you’re being curious about. Second
is the ability to act.
“
Brian Grazer
A Curious Mind

107. Life isn’t about finding the answers.
It’s about asking the questions.
“
Brian Grazer
A Curious Mind

108. Jordan Mills
@JAMills1014
“

109. Retweeted by Thinking Persons Guide to Autism
“

110. For too long, we've assumed that there
is a single template for human nature,
which is why we diagnose most
deviations as disorders. But the reality is
that there are many different kinds of
minds. And that's a very good thing.
“
Jonah Lehrer
Wall Street Journal, 3/31/12

111. I’ve learned that every human being, with or
without disabilities, needs to strive to do their
best, and by striving for happiness you will arrive
at happiness. For us, you see, having autism is
normal— so we can’t know for sure what your
“normal” is even like. But so long as we can
learn to love ourselves, I’m not sure how much it
matters whether we’re normal or autistic.
“
Naoki Higashida
The Reason I Jump

113. Autism Awareness Month

114. Autism Awareness Month
Autism Acceptance Month

115. We all have special needs.

116. The Pit of Mediocrity
has never been wider or deeper.

117. Best Buy Made My Mom Cry

118. Best Buy Made
My Mom Cry

119. Shareworthy
Service

120. Shareworthy
Service

121. Shareworthy
Service

122. COMMUNICATION
KEY9
EIG
COMMITMENT

123. What is your dream?
COMMUNICATION
KEY9COMMITMENT
Why is it your dream?

124. Every day, before
your head hits the
pillow at night…
COMMUNICATION
KEY9COMMITMENT
Any. Small. Step.

125. The magic is not in
the size of your steps.
COMMUNICATION
KEY9COMMITMENT
But in the will
to just keep going.

126. The magic is not in
the size of your steps.
But in the Will
to just keep going,
and in encouraging
others to do the same.

127. Change
Celebrate Differently
Clear v. Clever
Unbuzz
Listen
Come Together
Process Rocks
Black Holes Are Doorknobs
What is Nromal?
Commitment

128. Relentlessness is the
greatest expression
of commitment.
Commitment is
the greatest
expression of love.

129. (please repeat
after me.)

130. There has
never...

131. been a
better time ...

132. to do what
it is I do ...

133. ... but ...

134. There has also
never...

135. been a
more important
time ...

136. to be GOOD
at what
it is I do ...

137. and I will
recommend
Tim Miles…

138. to speak at events
my organization
holds…

139. “in Fiji, Hawaii,
Turks & Caicos,
Portugal, Costa
Rica, Las Vegas,
Jamaica, Scotland,
or Australia.

140. (thank you)

141. timmilesandco.com/rosen
.
@timmilesco
.
timmilesco
.
instagram:
.
twitter:
.

142. by
tim
miles
DADDY,
I HAVE A
QUESTION