Our Paradigms, Our Roadblocks in Customer Service


How often have you heard “it cannot be done!”?  I am sure more often than you elected to hear it.  We walk through life with a set of pre-established do’s and don’ts.  Through our life we have created a set of limits where surpassing them seems impossible.  Every day, with every experience, we build and build upon our own set of paradigms.  We create our roadblocks.

The CEO at Security Pacific Automation Company had a philosophy he lived by; “I remove obstacles.”  How brilliant!  He lived day in and day out with his motto.  He said that a human being has two options; 1) Remove Obstacles or 2) Accept Them.  He chose option “1.”

When you think of his philosophy and belief, you free the negativism that surrounds your path, your thought process, your life.  You have the power to accept what’s on your way and obstruct your vision, or remove it to navigate flawlessly through your roadmap.  More often than few, we elect to accept the obstacles for whatever the reason.  We must ensure our visibility is clear in order to effectively lead, manage and establish a soundproof operating environment.

The process of brainstorming is the ideal path to follow in breaking through paradigms.  Work with your team and discuss alternatives for improvement and alternate methodologies for the workflow.  No matter what has been tried before, even it has not worked, it is an alternative for change.  Generating change and becoming the agent of the process will provide you with the freedom to believe it can be done.  You’ll break through your paradigm.

Successful companies like Toyota, GTE, Apple and others involve their employees in the initial brainstorming process of all projects soon to become a new product, a new service, a new revenue, making a deliverable.   Everyone has an idea and all ideas must be welcomed no matter how many times you have come across that idea.  The difference is time.  The idea might not have been a good one at one time, but in another time under another set of circumstances the idea could become the jewel that makes the difference.

Be open to suggestions and recommendations from those that do the work day in and day out.  They know the short cuts (known as efficiencies).  They know what the customers want (known as meeting customer expectations). They know how to manage their workload (known as productivity management).  In other words, your front line employees provide an unfiltered view of day-to-day sentiments and interactions between your business and its customers.  They can help prevent roadblocks in customer service.

As individuals we establish and constantly reaffirm our paradigms.   As leaders within a company we bring this behavior into the workplace and pretend we know what it takes, but this behavior creates additional road blocks in the process.  This is why you must always think outside the box.  You must welcome input from all sources and establish a process where innovation and creativity are the norm.

As human beings generally we limit our challenges, instead, we should be challenging our limits.


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