Can a business with lousy service reverse their strategy to become fanatical about customer support?Read More
Strategic Discipline Blog
As most of you may know a little over two years ago I was projected to be another statistic of cancer. With very slim odds (less than 10% initially) through some miraculous events my Acute Myeloid Leukemia found its way into remission. I received a bone marrow transplant from a generous donor in September of 2012. The road back hasn’t been easy. While my healing may be remarkable, in many ways this achievement may not be as difficult as what each of you face each and every day. Rather than diminish what was accomplished, this is to elevate what you and every other person on the planet faces as you work to accomplish each day.
Did you realize when a customer says thanks, they make you happy, but they make themselves even happier. In her book The How of Happiness, Sonja Lyubomirsky, a professor at the University of California, Riverside, describes a dozen scientifically proven strategies to make yourself happier. The first? Expressing gratitude.
In many companies one of the worst things that we perpetrate is discarding our victories and highlighting our problems! Too often we are on to our next mountain to climb before we acknowledge those who have helped us reach the heights. We need to do a better job of adequately celebrating our victories and those who were accountable for them. The Thin book of Appreciative Inquiry describes the benefits of recognizing what you are doing right. More recently the book Switch emphasized the importance of highlighting “Bright Spots” as integral to discovering solutions. Strategic Disciplines quarterly meeting intends to correct this oversight.
Suppose you or one of your parents suffers from chronic hip pain caused by arthritis. Drugs to treat the pain no longer provide relief. The option becomes hip replacement surgery, invasive surgery that requires slicing open the thigh, wrenching the bone out of the socket, sawing off the arthritic end and replacing it with an implant. In addition recovery from this surgery is long and painful.