What is Stopping You?

The meeting concluded.

Papers and seats moved and the rustling and sliding began.

Then came the questions.

“When can you schedule another meeting?”

“How about you get us back together again at the 6, 12, and 18 month mark?”

“Can you arrange for this to happen?”

There was a pause.

A longer pause.

Scanning the room.

Eyes hungrily peering back, waiting for a reply.

“What is stopping you from getting together on your own?”

Silence.

Revelation.

Action.

Sometimes you get used to someone else driving.

Sometimes you get used to someone else setting the agenda.

Sometimes you get used to someone else scheduling that meeting or get-together.

Sometimes you get used to someone else managing that project or idea.

Sometimes you get used to…

Pause.

Longer pause.

What is stopping you?

 

Service Shifts

Customers are all around us.

They are both internal and external, and have needs, questions, and requests.

Sometimes we become hardened towards them.

But not always.

Sometimes we simply fall into a routine.

They have a need, we meet it.

They have a question, we answer it.

They have a request, we follow-up on it.

Routines are not bad, they are routine.

Some routines need to be disrupted by Service Shifts.

Service Shifts are when you realize that you can provide more, and meet a need that is greater than you originally expected.

Service Shifts make you pause and ask yourself a few questions.

“Is there a greater need beyond this specific request?”

“Who else needs to know this answer I am about to send this customer, client, or team member?”

“Does this really answer their specific question, or do they need a little background?”

“What else should I be providing?”

Service Shifts happen when you discover greater needs and provide deeper solutions.

Service Shifts happen when you inform others so everyone involved understands the situation.

Service Shifts happen when you create value by building relationships above routines.

Service Shifts happen when you create trust as customers see you and your operation as a partner.

How will your Service Shifts make a difference?

 

 

 

Build Something That Will Be Missed

Road time.

Hours spent traveling from one customer to the next.

Time to and from the appointment, the errand, the visit.

Use and savor this time.

Connection calls.

Podcasts.

Seth Godin’s Start Up School.

Resonating message.

One specific phrase.

“Build Something That Will Be Missed.”

New Focus.

New Purpose.

Build.

Build again.

Keep building.

What will they miss?

 

 

Why Customer Service Training?

Customer service training can be an interesting adventure. Some people are excited. Other people are bored, or have a negative reaction. Some of the reactions depend on how the training was announced or conveyed.

My favorite reactions came after the training was announced via email.

Mandatory Customer Service Training: No Excuses 

Below is a clip of some recent reactions.

What would the reactions be in your organization? Have you created a culture of customer service or do you train as punishment when things are not going well?

Why Customer Service Training?

Because just like any other skill, you need practice to improve.

 

 

Decisions versus Feelings

Whether running or life in general, I have noticed a pattern. Feelings can interfere with our decisions

Feelings can disrupt us.

Feelings often provide the much desired excuse to stop moving forward.

Recently I have just been observing how often I hear myself or others verbalizing how feelings have the veto power over our decisions.

Here is what I found: we say these things all the time.

“I am not sure if I will feel like running later.”

“I will let you know how I feel before I decide.”

“I don’t know if I feel up to doing 6 miles today.”

“Let’s see how we feel before we say yes.”

Who gave feelings this power over us? Who said feelings are ahead of everyone else in the line of importance? I understand that feelings are part of the mix, but when did feelings take the chair at the end of the table? The corner office? When did feelings start running the show?

After noticing this pattern during a recent conversation, I couldn’t help but bring it up.

“I heard you say multiple times that this decision is dependent on how you feel. What is preventing you from making the decision now?”

“Multiple times? Really?”

“Yup.” (I know, I know, great follow-up.)

“Well, I guess it is really fear. Fear of not being able to do it. Fear of not being successful after I put myself out there.”

Fear.

One of the most disruptive of feelings. Fear seems to be elbowing its way to the front of the feelings line.

There is a little secret to put feelings in their place.

Decisions.

Decisions to go for that run ahead of time.

Decisions to take on the project.

Decisions to take a risk.

Decisions to push yourself.

I heard a great quote about feelings:

“Feel what you feel. But do not trust them as objective reality.”

When feelings start elbowing their way to the front of the line, try making a few decisions to put them back where they belong.

P.S. Our little running team made the decision to run the other day when it was below 20 degrees and dropping almost a degree every 15 minutes.

Moving Forward

 

Moving-Forward

(Image Courtesy of capreform.eu)

The other day I had the privilege of going for a run with my youngest brother and my youngest daughter. We don’t see him very often because we live so far away, and running gave us time to connect just the three of us.

We ran. We laughed. We joked. We connected.

The conversation moved to something that we had just passed by.

It was then my daughter provided a bit of wisdom.

“It is hard to look backwards when you are moving forward.”

A simple statement.

A profound idea.

Sometimes the past isn’t satisfied with not being the star of the show.

Our lives are in the second or third act, but that first act keeps walking back on stage, interrupting and inserting itself into the present.

She was right. 

It is hard to look backwards when you are moving forward.

Just think about what 2015 might be if we keep that in mind.