It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point. What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith

Over the last few weeks, a number of "things" have come up in my life that one could call challenges.
ReplyDeleteI suppose if I was the world's greatest optimist,I could look at them as opportunities.
Trust me,I would really have to have an unrealistic view of life to consider these as anything close to an opportunity.
As days mount and become weeks, the stress level I am experiencing grows as well.
As I go through my day, I am preoccupied with the impact that this stuff is having and will have on my life moving forward.
Of course, without exploring exactly what all of these things mean to me, I am creating scenarios and outcomes based on fear,False Expectations Appearing Real.
In the last few days, I have taken the bold step of not being afraid of speaking to people about these issues I am experiencing.
I am not looking for sympathy or advice.
It just seems to help to bring it out in the open.
Sunlight is a marvelous thing.
Coming out of my self imposed darkness has a calming effect.
Things always appear worse in the dark.
Not that they are not real.
They just are what they are.
Talking about them helps.
We all know that talk is cheap.
Talk without an action plan is nothing more than expelling hot air.
Still, silence is dreadfully stressful.
Things are what they are.
Deal with them.
Then,move on!
Just that easy.
Thanks for listening!