Change the Way you Think

When you change the way you think you change your results because all thing are created first in your mind, then in reality.

“If you want to make minor, incremental changes in your life, work on behaviors, practices and attitudes.
But, if you want to make significant, quantum improvements, work on the way you think, your paradigms.”

And Learn to ask Smart Questions because the Question is Always the Answer.

 

What would your business look like if you changed your thinking from a  “Customer Service” philosophy to “Customer Helping” philosophy?

This is the Principle of Servitude Heart: You can get everything in life that you want if you’ll just help enough others get what they want.

What do customers want?  Help!

They want answers, they want information, they need service, they want to place an order, they want a solution to a problem…they want HELP!

 

How would your business be better if you focused on Principles NOT policies & rules?

With rules (or policies and regulations) you, or more importantly, your employees, only have two ways to do something, the right way and the wrong way (according to whoever wrote the rules).

Rules are like sticks, they’re unbendable. You can use them to prod, threaten or even beat someone with but when a rule doesn’t work, your employees only choice is to “break” it…and likely suffer the consequences. It’s classical two-dimensional thinking.

Principle-centered thinking on the other hand is three-dimensional thinking in that it allows you to stand apart and see the whole terrain.

Principles will act as your compass in that they always point you toward True North whereas  rules, policies or regulations are more like a map. They are only good as long as the terrain or the market doesn’t change or you haven’t been given the wrong map.

Stephen Covey defines a Principle saying they are:
Universal – They work anywhere.
Timeless – They work all the time.
Self-evident – You can’t argue against them.

Another way to view a principle is to see it more like a rope. They conform to the changing circumstances without having to be compromised. You can lead easier with a rope than a stick, especially if your terrain is chock full of obstacles. It allows for a certain amount of flexibility, while never allowing to get off course.

 

What would happen if you spent as much time, effort and money on keeping existing clients as you do creating new ones?

Do you know what the Lifetime Value of your customers or clients is? See my blog  What Are Your Clients really worth?

Most business owners don’t know the average profit they make from a customer over their lifetime and it’s costing them a fortune.

 

Start with…Yes!
When a customer or client makes a request or asks a question or complainsgive them the hope of help.

Words are important and your first response has to be one that gives them a sense of hope that is focused on the positive, the creative, the willingness to help them find a solution.

Answer the way you would want to hear it if it were you asking the question, offering a gripe or making a request.

It’s all about your First Response…use words like:
Yes! Let’s figure out how to…
Great!
No problem!
I’m sure there’s a way we can…
I love challenges.
Cool!
Let’s see what we can do.
Or…
You bet, the best way to handle that is…
The fastest way to get that done is…
The easiest thing to do is…

The words you use, the tone of your voice and your body language start with your intent. Your intent has to be one of servitude.

 

Is that the Best we can do?
At the end of every day ask yourself these questions:
What did we do right today?

What did we do wrong?

What could we have done better?

It’s Constant Improvement mentality of  Is that the Best we can be?

Change the way you think and you change the way you behave which changes your results.

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