Make 2011 “Differently Better”
John Newberg said that:
“People can be divided into 3 groups:
Those who make things happen
Those who watch things happen
Those who wonder what happened”
Make sure you are in the top group and make something happen in 2011.
If, like most people, you want 2011 to be better than 2010, it means you need to improve.
By the very nature of it, improvement means change. Most people reject change, because it means they have to step out of their comfort zone. How does it make us feel to step out of our comfort zone? Uncomfortable of course!!
To help you with this process, it is important you understand how to change, and all the different stages involved. There are 6 main stages to change:
THE STAGES OF CHANGE
- EVENT Something that brings on the awareness that change is needed.
- AWARENESS Awareness happens as a result of an event. You become aware through the event, why change is needed. This realization then leads to making a …
- DECISION Decide to do something about it. You see a need for change, and now make a decision to make that change.
These first three stages are the ‘Cycle of Hopelessness.’ Many people have the event, become aware that change is needed, and even make the decision, but have difficulty, for many reasons: fear of change, fear of the unknown or fear of leaving your “Comfort Zone,” when it comes to the next stage. In order to break out of this cycle, we must press forward to the fourth stage…
4. COMMITMENT Commitment is the bridge that, if crossed, can transform the old person into the new person. The definition of commitment is to pledge! Commitment is what it takes to enter into the most important and difficult stage of all…
5. PROCESS Here is where most of us struggle. What is a process? It is behavioral change over a period of time. That means challenge and a level of intention that most of us are unwilling to enter into. We’ve become a people very impatient with anything to do with process. We do not want to work for results if it means experiencing any kind of short-term discomfort. Process requires CHARACTER; the habits we form, the way we live, the people we are, all must come into question. The process is the only way to bring about lasting and meaningful…
6. CHANGE The desired result – an alteration in our behavior – a new level of maturity.
Starting the process: Since process involves change, we need others to encourage, coach, mentor, hold us accountable, and help maintain a steady course in order to stay consistent.
Make a Commitment: Not a Decision: A commitment involves every fiber of your being persistently set to a course of action. It means having and working a plan.
Determine to be patient: Remember that change is process. Don’t become frustrated if your progress is slow. Stay focused and committed and you’ll succeed. Surround yourself with others who are understanding and committed to you.
Pick something you want to improve on, or something you want to do that you haven’t done before, and focus on making the change in your every day routine to accommodate this new thing. Focus on all 6 stages to make the new thing become a habit.
Quite often, we can pick something relatively insignificant to us, that will not take a lot to change, but will have a huge impact on our customers’ experience. Look at things from a customer’s point of view – literally! Sit at your desk as a customer. What are they looking at? It may be that you have a photograph of your family on your desk – can your customers see it, or are they looking at the back of the picture frame? By putting yourself in the customer’s shoes (watch our video on “Extreme Customer Service - Empathy”) you will be able to make some subtle improvements (changes) that will enhance their experience.
You may decide to incorporate video follow up in your process. You certainly need to embrace the technology that is available today, and video e-mail is one way to start. Before long, it will be the norm, so start it now and get ahead of your competition. Read the article and watch the video on video e-mails I made for the RVDA of Canada. Now decide to do something about it!