Greet the Customer With a Smile

Posted on by Scott

smiling kidsOn a cold morning in December of 2000, my wife and I walked into an orphanage in Eastern Ukraine. We were there to meet, for the first time, our soon-to-be son and daughter, Alex and Abby. It had been a long and arduous journey getting to this point. We’d started the adoption process approximately one year earlier. After tons of paperwork and months of waiting, we now found ourselves in an unfamiliar country surrounded by strangers. Our only lifeline was a local adoption agent who spoke broken English. We were tired, scared, and anxious.

An attendant at the orphanage escorted us to a room with several large playpens. Most were empty, as the majority of children were elsewhere. But two of them held children – our children. As we approached, the sound of our voices caught their ears and caused them to turn their heads. Our eyes met and they smiled.

There’s just something about a smile. We take them for granted, but smiling is one of the most amazing methods of communication available to us. While handshakes and other gestures may indicate different things across cultures, smiling is the one thing that everyone recognizes and understands. Smiling communicates acceptance, good will, and peace. Smiling at someone tells them that you are on their side and that things will be ok.

Smiles, like yawns, are contagious. It’s hard to remain stoic or even ill-tempered when faced with a genuine smile. Impulsively, we smile back and in that instant a flood of positive energy washes over us. The body relaxes, boosting our immune system. Stress levels drop and our mood is lifted.

Research shows that we are all born with the ability to smile. It’s not a learned behavior as even those born blind begin smiling almost immediately. Research also shows that a smile does more to improve one’s appearance than makeup. And a smile is the most easily recognized facial expression, detectable from up to 300 feet away. You can even tell when someone is smiling just by listening to the sound of their voice.

It’s no wonder then that, as service providers, smiling is the most important customer service skill available to us. With all the good that smiling does for the giver and the receiver, smiling is something we should all be extremely proficient at. Yet, it is often hard to find a smile in today’s working environment.

Why is that? Why do we let outside influences rob us of our smile? Why do we hand over control of our own emotions so readily? Maybe we just forget how good it feels.

By now you know that I’m prone to issuing challenges. As we celebrate Customer Service Week (you did know that was this week, right?), I’d like to challenge you to unleash the power of your smile.

Greet the customer with a smile. Every customer. Every time. Use the power of your smile to transform your conversations this week. Let the positive energy of smiling change the way you and your customer perceive each other and your interaction.

Back in Ukraine 15 years ago the power of two smiles brought one to my face. As my mouth stretched into a grin, all of the anxiety and fear I’d brought into the room disappeared. Instead, I felt positive, motivated, and energized. I’ll never forget the smiles of my children that day – and I’m smiling now just at the memory of that moment.

How will you use your smile this week?

For a Limited Time Only

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One Day Only

Last Saturday, my son Alex participated in a program called One Day Only. Hosted by his high school theatre department, the event challenged students to write, cast, and stage a 10 minute play within twelve hours of starting. They had to create sets, arrange costumes, and locate props – all while memorizing and rehearsing their lines. I dropped Alex off at 8 am and returned at 7 pm to watch five complete productions unfold before my eyes.

It’s amazing what a motivated group of people can do when they work together, despite a shortage of time and resources. When the pressure is on, those determined to succeed always manage to find a way. In fact, it appears that being under pressure often brings out your creative side. I have often found that a group’s best work comes from having to produce high quality work very quickly. Without the normal bells and whistles at our disposal, things that can quickly become crutches, we are forced to think in new and different ways; better ways.

Today’s businesses need better ways of thinking. Competition is fiercer than ever. Outside regulation continues to tighten. Budgets are smaller than ever. It’s often said that we can’t continue to do the same things and expect different results. We have to shake things up.

Big leaps usually come from small groups attempting to remove some kind of thorn in their side. A problem is identified for which there is no solution, or at least no good solution. So they decide to put their heads together and resolve the issue on their own. In the process, they often wind up creating the next big thing. They develop a new product or service that can be offered to others; because any problem your team is wrestling with is undoubtedly an obstacle for others as well.

So I’d like to issue a challenge to you and your team. Given that we all have our normal jobs to take care of, I’m calling it One Week Only.

First identify a problem you’d like to solve; something that’s holding your group back. Next, put your heads together and come up with a working solution to the problem by the end of this week. Finally, send me a short video, no more than five minutes long, demonstrating your solution by the end of the day on Friday. Make sure your solution actually achieves the goal without additional work or resources. An idea that requires something extra to get off the ground doesn’t count. Just like the kids participating in One Day Only you have to use what is immediately available to produce a finished product.

I’ll choose one video as the winner of the challenge and will use this week to come up with some type of cool prize for the team involved. Keeping with the spirit of the challenge, I’ll use only my brain and what I have on hand. The winners are guaranteed something just as unique as what they come up with.

Of course this is a purely voluntary exercise; but I’d say your odds of winning are pretty good. The vast majority of people reading this won’t participate. But that’s ok. The unmotivated wouldn’t come up with anything worth sharing anyway. And the more that choose to opt out, the better the odds become for the few mavericks just crazy enough to accept the challenge.

After the curtain fell on the final scene Saturday night, Alex told me that his day had been exhausting, frequently frustrating, and ultimately the most fun he’s ever had in theatre. Being part of the creative process and seeing a fully developed production come to life in such a short amount of time was incredibly rewarding. He’s eager to sign up for the next round.

I’m eager to see what you come up with by the end of the day on Friday. As they say in the biz, “Break a leg!”

 

The Power of Small Moves

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shoes

Last week I bought a pair of running shoes.

It’s a small thing really. Many of you may shrug it off as insignificant. But for me it’s huge. I’ve never thought of myself as an athlete, much less a runner. I still don’t. My pursuits generally lean in a more leisurely direction. Running was something I did when one of my children cried out in pain. I’m not a total couch potato. My involvement with the Boy Scouts of America occasionally found me camping, hiking, or canoeing. Other than that though, I was pretty sedentary. And it showed.

I’m one of the millions of Americans who would moan about the unhealthy state of my body, suck in to button my pants, and then reach for a second helping of some greasy, fattening junk food. I regularly promised myself that this would be the week I did something about my health. This would be the week I finally got serious about exercising and eating better. But like so many others, I never did it.

Then a couple of months ago I participated in a Color Run. I walked the event, huffing and puffing the entire way. With each step, I grew more and more frustrated with myself and my lack of discipline. I was surrounded by hundreds of people at least as unhealthy as me, but all I saw were the strong, toned bodies running seemingly effortlessly ahead of me. I thoroughly enjoyed the event, but it made an impression on me. Something clicked and spurred me to action. I decided to stop wishing and start doing.

I began by searching for beginner workout plans. I came across one called “90 Days of Action” that looked fairly easy. It features two or three exercises a day using only your body weight. The total time investment is maybe ten minutes. Surely, I thought, I can commit to ten minutes a day. I’m motivated by seeing clear progress, so I made a chart and started marking off the days.

As promised, the workouts were short and not so difficult that I couldn’t manage them. After a week or so of crossing off the days, I read about the American Heart Association’s recommendation to take 10,000 steps per day. I downloaded an app to my phone and started walking. That led to discussions with a couple of people about the Fitbit bands they were wearing. I ordered one. A recommended companion app got me to tracking my calorie intake. Almost subconsciously, I started adjusting – ever so slightly – what and how much I ate. Then one day last week, in the midst of walking around the park, the thought came to me …

“I think I could run for a little bit.”

 

It’s often said that people are afraid of change. That’s not true. If people feared change we would never buy new clothes, trade in our cars, or rearrange the furniture in our house. No, people don’t fear change. What we fear is transition; the work it takes to move from one state to another. We want the change to take place – we just balk at the act of changing.

I think most transitions fail because we try to take on too much at once. There’s a reason gym membership goes up right after New Year’s Day and falls off less than three months later. There’s a reason most attempts at dieting don’t stick. It’s because those moves are too big. They involve too much change at once. The finish line is too far off and the mountain just seems too high. All it takes is one small slip and we feel like we’ve failed. Game over.

The secret to successful change, I believe, lies in small moves. It requires taking a long-term view as opposed to our typical “I want it now” expectations of instant gratification. It means taking things slow and focusing our energy on the first small step – the first small chunk. That allows us to more easily get back up if we stumble. It also allows us to achieve victory, however small, a lot sooner. And each small victory provides the boost you need to tackle the next step.

Chinese philosopher Laozi once said “A journey of a thousand miles begins with a single step.” That makes more and more sense to me. Taking the first step is always the hardest, so why not make it a small one – a downhill step if you will. That makes step two easier. Step three becomes easier still. Pretty soon you look back and gaze in wonder at how far you’ve traveled.

I didn’t set out to become a runner. All I did was take the first step. And then last week… I bought a pair of running shoes.

The Music of Mastery

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guitar

My son Alex and I recently started taking guitar lessons. We’ve made attempts at it in the past; but online videos, DVDs, and instruction manuals just didn’t do the trick. We’ve only had two or three lessons to this point and we’re both excited about our progress. Even though we’re just at the beginning of this journey, I’ve already made a few observations that I believe apply to mastering any new skill.

Getting started is the hardest part. The first time you pick up a guitar, it feels awkward. Everything is new. You really have to think about where your fingers should go – and it hurts. In the beginning, your finger tips are sensitive. They aren’t used to the pressure it takes to properly play the notes. But with time, your fingers develop calluses. With regular practice, the movements that felt so foreign start becoming second nature. The thing is though, you have to fight through that initial phase. Mastery is the result of practicing until new becomes normal.

Focus on mastering the fundamentals. There are hundreds of different chords, strumming patterns, and combinations of each that one can play on the guitar. Looking at the volume of techniques that are possible is overwhelming. But most popular songs can be played with four to seven basic chords. It makes sense then to spend time practicing these basics before moving on to more complex skills. Use the 80/20 rule to your advantage. Mastery is the result of perfecting a few key behaviors.

Personal instruction trumps going it alone. Alex and I struggled during our attempts to learn guitar on our own. He didn’t have the discipline to stick to a regular practice schedule and I wasn’t sure if I was using the right technique. Now that we attend lessons with a personal instructor, things are different. We have someone who suggests a course of action, models proper technique, and holds us accountable for sticking to the plan. Mastery is the result of partnership with someone invested in your success.

Mastering a new skill set can be intimidating, frustrating, and exhausting. It can also be very rewarding. I don’t expect to be playing Carnegie Hall any time soon; but that’s ok. Strumming with my son around a campfire is more my style anyway.

What new skill would you like to master?

Leading the Race

Posted on by Scott

IMG_1519Saturday I participated in a 5k run – my first ever. It was a Color Run. As you make your way through the course, you get blasted with a variety of colored powders. You can tell someone has finished a Color Run because they look like a crayon factory exploded around them.

The organizers of the Color Run promote it as a giant party; a celebration. There’s music, dancing, give-aways, and lots of cheering. It’s easy to get caught up in the excitement and energy of the event and, as a result, almost impossible not to finish the race.

I was there to jump-start my personal fitness campaign. Others were there to test themselves physically – to set a new personal best time for completing the run. Others were there simply to enjoy the weather and time with friends. But while we all had different reasons for being there, we all had the same goal: to finish the race. Everyone participating in the 5k had the same end game in mind. We wanted to cross the finish line.

The organizers of the Color Run had a goal too. They stage these events in order to make money. We’d all paid a fee to be there. But they know that in order to be successful, we had to be successful as well. No one comes back for the next race if they have a bad time. So the people in charge – the leaders – made sure to create an environment that almost guaranteed we would succeed.

How did they do it? I thought you’d never ask …

1. They prepped us for success. In the weeks leading up to the event, I received informational emails that told me everything I needed to know to have a successful run. They told me what time to arrive, where to park, and what to wear. They provided maps, FAQ’s and other resources to assist me in reaching my goal. When Saturday finally rolled around, all I had to do was show up and run. Leaders understand the importance of addressing barriers to success up front. They prepare their team for success.

2. They encouraged teamwork. There were individual participants at the run, but I’d bet most people came with a team. My wife and daughter went with me and it helped knowing I wasn’t running alone. The Color Run organizers made teamwork easy by allowing you to create teams during the online registration process. They know that with running, as with most things, going through it alone is harder than going through it with a support group. I saw teams with similar t-shirts on. Other teams wore matching tutus, or costumes, or headgear. And I noticed that those running as part of a team seemed a lot happier and more energetic than those running alone. Leaders understand the importance of shared experiences. They encourage teamwork.

3. They created an engaging environment. When we pulled up to the designated parking area, it was easy to tell we were in the right place. We still had a short walk to the start line, and we couldn’t see anything, but we could hear it. The sound of up-tempo music and cheers found their way to our ears. As we approached, we could see the crowd gathering and the colorful flags that marked the event. People driving by – who weren’t even participating – slowed down and craned their necks to see what was going on. It was obvious that the environment at this place was different. It made others want to join in and made me feel proud to be involved. Leaders understand the importance of context. They carefully craft an environment conducive to success.

4. They celebrated our milestones. Finally the race began. As we progressed, we passed through a series of colored arches spread out along the course. Passing through each one represented the completion of a stage of the run. And with each milestone you passed, volunteers sprayed you with colorful powder (hence the name Color Run). These volunteers didn’t just throw a little color on you, they cheered for you. They celebrated the fact that you had made it to that point. And everyone wanted that feeling. Some participants walked the entire course – except for when they crossed a milestone. As they approached each arch, these people picked up the pace, raised their fists in victory, and gave out a shout. And that mini celebration gave them renewed energy that propelled them closer to the finish line. Leaders understand the importance of small victories. They celebrate with you every chance they get.

5. They made everyone feel like winners. I didn’t finish first. I didn’t finish in the top ten, or even the top 100. But I finished. And the same people who greeted the first runner across the line greeted me. I had a medal thrust into my hands and I joined in the party at the end of the event. I didn’t “win,” but I felt like a winner. Because I had accomplished my goal. I ran a 5k without having a heart attack. And it felt good to look around at all the other participants who had achieved their own personal goals that day. I have no idea who crossed the finish line first. The organizers never announced a first, second, or third place. It really didn’t matter – because we all won. We all achieved the goal. Leaders understand the importance of personal achievement. They know that if you don’t win, they don’t win.

My legs felt heavy Saturday afternoon, but my heart felt light. And I thank the organizers for leading me across the finish line. I’m looking forward to my next 5k and to achieving my next goal.

The Gift

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giftChristmas is my daughter Abby’s favorite time of year. She loves the lights, the TV shows, the music, and being out of school. Most of all, though, she likes the presents. Every year she lights up as each one is placed under the tree. She looks through them, trying to guess what treasure might be inside. This year, there’s and especially big box that has her almost giddy with anticipation.

As she’s gotten older, Abby has also started to understand the joy that comes from giving gifts. It’s an interesting lesson that most of us learn – the joy that comes from giving. There’s something special about finding the perfect gift for a loved one and then watching as they unwrap it. As a husband and father, I know the feeling all too well.

Another neat component of Christmas is the stories. One of my favorites was written by O. Henry (a pen name of William Sydney Porter) back in 1905. It’s the story of James and Della Dillingham, a poor couple who seek out the perfect gift for each other. In the end, they find out what giving really is.

It’s a short story, so I invite you to read The Gift of the Magi.

Here’s wishing you a Merry Christmas. May the gifts you give and receive carry the true spirit of the season.

 

Mission Accomplished: What I Learned From Winning NaNoWriMo

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imageI did it.

Four weeks ago I accepted the NaNoWriMo (National Novel Writing Month) challenge. The goal was to write a 50,000 word novel during the 30 days of November. I’d heard about it just a couple of days before the month started during an NPR interview with Chris Baty, with the guy who started it in 1999.

I crossed the 50,000 word goal line just before midnight on Saturday, November 29th. I uploaded the text to nanowrimo.org in order to validate my word count and was immediately forwarded to a screen that read CONGRATULATIONS! in giant letters. While it felt good to get that kind of instant feedback from the site, the personal sense of accomplishment feels even better.

Now that November and the challenge are over, I thought I’d share a few personal observations about the process of goal achievement.

  • You have to set a big goal. This may seem counter intuitive. After all, if you set a goal that’s too big it’s easy to get discouraged and assume defeat before you even get started. But I think the bigger danger lies in setting a goal that’s too small. Goals that seem small invite procrastination. It’s easy to put off something that seems easy to accomplish. Knowing that 50,000 words would not be easy meant that I had to start right away. Just getting started is often the hardest part of reaching any goal.
  • You have to make forward progress every day. I knew that if I let just one day go by without working on my novel, I would never finish. Allowing yourself to rest is like giving yourself permission to quit. Newton’s first law of motion applies to goal achievement. A body at rest tends to remain at rest. So I made myself write some every single day. Sometimes it was only a hundred words or so, but moving forward actually keeps you moving forward.
  • Your work isn’t finished when the goal is reached. I achieved the official goal of writing 50,000 words; but my story isn’t finished. I still have a few more scenes to write before I can call my book complete. That means I can’t stop. As long as I have more story to tell, I’ll keep writing. As long as you have more to give, you still have work to do.
  • You learn more about what you still have to learn. I’m a better writer (I think) than I was a month ago; but I know I can get better. There are elements of my story that are rough and characters that need more development. So once I get through the first draft, I have to go back and refine several parts of the narrative. I’ll research the parts that gave me trouble and work on them so I can improve.
  • You start to thrive on the challenge. I have come to relish the sense of accomplishment I feel when reaching a personal milestone. That’s why I keep giving myself goals like this – to see how far I can stretch. It’s been said that the day you stop growing is the day you start dying. After this project is said and done, I’ll be looking for something else to test myself with.

If there’s a goal in front of you that you’re trying to reach, let me encourage you to keep going. If you don’t have one, set one. Make it big and do something to move you forward every day. Otherwise, your story will never be told. And, to paraphrase the NaNoWriMo slogan, the world needs your story.

How to Achieve Your Goal in 30 Days

Posted on by Scott

IMG_1344It’s been a while since I started writing my weekly articles. Each week, I share a personal story or reflect on an event from history and attempt to tie it back to some aspect of sales effectiveness, customer service, or leadership. And each week I am honored to hear from people who say my message resonated with them.

Thank you. Your feedback means the world to me.

I love writing. I love taking abstract concepts that are floating around in my head and making them real. I love the satisfaction that comes from creating something that didn’t exist before. And I love sharing my creation with you.

It’s been said that we all have a book or two inside of us. I believe that. We all have ideas, experiences, and observations that are dying to get out. Words that need to be shared. Dreams that long to be expressed. Each and every one of us could write a multitude of books.

I’ve decided to write one of mine.

November is National Novel Writing Month. According to founder Chris Baty, the goal is to encourage each and every person to get one of their books out of their head and into written form. The challenge is to make this happen during the month of November. The first challenge took place in 1999 and drew 21 participants, each accepting the challenge to create a rough draft of their novel within 30 days.

Writing a book is a daunting challenge. Like so many other meaningful activities (dieting, exercising, and cross-selling are a few that come to mind), it can seem overwhelming. It’s something we want to do, but it seems so difficult that we just keep putting it off.

But Baty says that writing a book doesn’t have to be that hard. During an interview with him I heard on National Public Radio, he provided a handful of tips for making the process more manageable. I think these tips work for any seemingly impossible goal you might be facing.

  • Make a short-tem commitment. Give yourself a short window in which to achieve your goal. The more time you give yourself, the longer you’ll procrastinate. Ever spend the night before you go on vacation madly cleaning the house and tying up loose ends? It’s amazing what you can accomplish with a short deadline. So use this phenomenon to your advantage and give yourself a short leash.
  • Break it down. Writing a 50,000 novel seems unattainable to most people. But breaking that goal down into 30 daily increments (about 1,700 words) makes it seem so much more manageable. My weekly articles tend to run between 500 and 600 words (this one is a little longer), and I can churn them out pretty quickly. So I just need to write the equivalent of three short articles a day.
  • Get started. A lot of people are intimated by writing because they’re worried about the details. Maybe their spelling isn’t the greatest, or they’re afraid they’ll get some facts wrong. These are self-limiting barriers that keep us from attaining our goals. The key is to make the effort. Technique improves with practice; but you can’t get better if you never take the first step.
  • Embrace accountability. If no one knows you’re trying something new, then there’s no downside to giving up. Making your commitment public invites others to check in on your progress. We all need a little help to succeed, whether it’s encouragement, constructive criticism, or a good kick in the pants every now and then. So ask others to help you succeed.
  • Celebrate success. There will be good days and bad days along your route to achieving your goal. Our tendency is to focus on the bad ones. It’s important to stop periodically and recognize the advances you’ve made. The energy you get form seeing your progress will propel you forward. Again, having others invested in your project helps as it allows them to celebrate with you.

I’m both excited and terrified at the prospect of writing a novel. I’m going to try and keep these ideas in mind as I work my way through it. Hopefully 30 days from now I’ll have something to show for the effort. I invite you to choose a goal for yourself and join me for the ride.

Serving With a Smile (When You Don’t Feel Like Smiling)

Posted on by Scott

Hope LodgeWednesday evening I left work and drove to the American Cancer Society’s Hope Lodge here in Lubbock. The Hope Lodge provides free place for out-of-town cancer patients to stay while they receive treatment. This removes a significant financial burden on the families of these patients and allows them to focus on their health. My wife and I, along with several other couples, volunteer by preparing meals for the guests and hosting weekly “dinner parties.” Wednesday night was our team’s turn to serve.

But I didn’t want to go.

I was tired. I’d had a long day – you know the kind – lots of phone calls and emails. I had someone working on my sprinkler system and was anxious to check on the progress. I’d had something to do every night for the past several days and really just wanted to collapse on the couch. The thought of spending three hours on my feet to serve total strangers just didn’t seem appealing.

I’ve written before about the rewards of service. I know that focusing my energy on activities that benefit someone else has a myriad of benefits physically, emotionally, and even spiritually. But all that’s hard to think about when you’re already drained and craving some down time. How do you serve others when all you want to do is plop?

I think there are three steps to preparing your head for service when your heart just isn’t in it.

1. Remember why you’re serving. Service is for the benefit of those on the receiving end, not the giver. If your mind is set on your own comfort or enjoyment, then you’re not ready to serve. In order to give your best, you have to push your “self” out of the way and focus your attention on “others.” I’m not saying service should be a chore, or unenjoyable. But if your reason for serving is self-gratification, then you’re missing the point and will always have something you’d rather be doing,

2. Commit to giving it your best any way. This is a core value you should carry regardless of the task at hand. Like the saying goes… “If it’s worth doing, it’s worth doing right.” If you’re putting in the time, make the time count and give your “all” to the service you provide. Regardless of your mindset, your performance speaks volumes about your personal integrity and those you represent.

3. Fake it until you feel it. It’s funny how easy it is to manipulate your own emotions. You are the single best influence on your state of mind. Why let someone else, or circumstances beyond your control dictate how you feel? So listen to a motivational CD. Pump up your jam on the radio. Do whatever it takes to get your mind straight and then fill in the gap with determination.

Back at the Hope Lodge, I sat in the truck for a few minutes. I closed my eyes and let my mind make the transition from work to service. Then, knowing I was serving for the right reason, and having committed to giving my best; I forced a smile onto my face and walked inside. I didn’t have to fake it for long.

I had a great time. My friends and I chatted and laughed as we served other people. The guests who came to dinner were extremely grateful, as they always are, and my spirits lifted. As we left a few hours later and headed home, it was hard to imagine I’d had such a pessimistic attitude when I pulled into the parking lot. And this time the smile on my face was genuine.

Who Ya Gonna Call?

Posted on by Scott

Trailer AxlesRemember the movie “Ghostbusters?” What about the theme song, written by Ray Parker, Jr.? Well believe it or not, the movie is 30 years old – I’ve had the song stuck in my head for a few days thanks to an unfortunate accident.

I was towing a smoker to a group camp out. Approximately 15 minutes from my destination, I glanced in my rear-view mirror and saw black smoke pouring from the back of the trailer. It seems one of the axles had cracked, causing the tire to cant inward and rub against the inner fender well. The smoking was the result of the tire melting from the friction.

I quickly pulled over and, after letting the wheel cool down, jacked up the rear of the trailer to get a better look at the axle. However, as soon as the weight shifted, the axle snapped in two. I guess I was lucky. Had the axle broken at 70 miles per hour, my weekend could have taken a particularly nasty turn.

But there I was, stranded on the side of the road. The trailer was too heavy to pull on only one axle and, try as I might, I couldn’t bind the broken one to the frame well enough to keep the tires straight so I could limp into town. I sat inside the truck to cool off and think. This problem was bigger than I could solve on my own. So I asked myself “Who ya gonna call?”

A lot of our customers ask themselves the same question. Every day, people in our communities find themselves in a variety of situations with no easy way out. They need a friend. They need an advocate. They need an expert (or at least another brain to help them determine the next course of action). In short, they need someone who will answer when they call. That’s where you come in.

You know, it’s easy to become jaded about the work you do day-in and day-out. It’s easy to get cynical and bored and apathetic. After all, answering the same old questions and dealing with the same old issues becomes a chore after a while. So it’s no wonder we grow weary of the daily grind. It’s no wonder we sigh and roll our eyes when yet another customer calls with the same question we’ve answered 100 times already today. That’s what happens when the job becomes routine.

But it’s not routine to the customer.

The same situation that’s a no-brainer to you is a gut-wrenching crisis for your customer. The decision that needs to be made is an easy one for you, but it’s monumental for them. And even though you’ve answered the same question 100 times today, it’s the first time your customer has had to ask. In order to provide the best possible service to your customer, you have to take off your shoes and put on theirs. Because its only after you understand what your customer is feeling that you can truly begin to serve them.

I got lucky. The first friend I called immediately dropped what he was doing and came to help. And he didn’t show up alone. Three other guys came with him. Each one of them knows what it’s like to be stranded, praying someone will come and help you out of the jamb. Together we were able to develop a plan to fix the smoker and salvage the weekend. The next time I’m in trouble on the road, I know who I’m going to call.

What about your customer? Who are they going to call when the next crisis hits?