So I was on the road again this week and spent some time reviewing all that I’ve accomplish in my recent business trips. This week’s trip included meetings, project reviews and additional channel management ideas that will help our business grow. I spend much time on the strategy side, but I have to say, my biggest a-ha moments come when I’m connected with the people side of the business: the folks that are actually doing the selling.
I love to coach and inspire people to reach their full potential. This approach is evident in my sales training motivational efforts. My biggest advantage is that I understand life to be intertwined between work and home; for one can only achieve true success and joy when you live life as you are. This is why my message is never just about work. The process of achieving all you can be is not just an exercise to grow in knowledge but it must also include the spiritual and emotional components. These are evident at home, with family, at church, in your community. You have one life. Everything in you is connected and reflected in your multiple interactions.
With work, as with life in general, it’s easier said than done and I know that for every five employees I spend time with, there is always one that is more challenging than others. But that is why I try to really know each employee on a personal level. No, I don’t do it for the sake of knowing exactly what to bribe them with. On a deep level one cannot understand why someone reacts a specific way unless you know what is going inside; behind the mask that many of us put on day in and day out. What I do is connect with the real person and invite them to come out to play, have fun and be successful.
So you have to start with the core; the inside of a person; their belief system. When you understand why someone’s heart beats so strong (or so week) for something can you actually understand the reason for their actions. This model can be applied to any part of your life but I have seen it clearly in the workplace.
I will share the example from my work and unveil a little more of what I do. The majority of the sales channels I’m involved with are Contact Center, better know as Call Centers (mainly taking inbound calls). The majority of people think of this line of work as people that spend the whole day taking phone calls. I was one of those and I can’t tell you how incomplete that simple description can be. The reality is that it takes a special person to listen to customers who are most of the time frustrated and, in my industry, unaware of the basic information when calling. It takes a special skill to hear mixed emotions channelled through a phone line, while still keeping your cool and providing a great experience for the customer. So the role of a Customer Service Agent is more than just answering phone calls. I like to view these employees as Solutions providers.
The problem is that these same employees have fallen in this stereotypical trap; they have believed this incomplete view of what they do as the full definition of their work. Unfortunately for some it goes deeper. Some find that view as their full purpose. It can be a joy killer. So my first step is understand what is in their hearts and minds so I can grasp the reason for their performance. My approach requires them to think differently of themselves. To break the walls of their box and make them see they are free to be whoever they want to be in their life; at home and at work; everywhere. Real change happens when your paradigm shifts. Steven Convey’s 7 Habits of Highly Effective People was anchored first on the need to shift the way you think.
When your belief is aligned with the power you have to achieve your goals, progress happens. Corrective action happens. Doing the right things often turns into habits, which leads to change.
Aligning your beliefs accurately, helps you take the correct actions that create the habits you need to for change to happen.