Not long ago I discussed an incident that happened to me at Walmart a few posts ago, and that at my job (I'm a trainer) we just happened to have classes on logical thinking that week. Of course, my Walmart story fit right in and was a hit. "But how many times do you do that to our customers?" I posed.
The class went great and I think they got a lot out of it, but it got me to thinking even more- how many of us really THINK when faced with a task, especially at work. How many times do we react on emotion vs logical?
A couple of years ago I heard a speaker use the following analogy-
Good athletes can focus an entire game. Great athletes focus on every play. But what makes a superstar, such as Michael Jordan, Tiger Woods, or Troy Aikman, is that they focus on every single move of every single play. Nothing with them is left to chance. They focus every second- and the results show.
An example of how this translates into everyday practice for those of us who are not millionaire athletes, I will use an example of my last contact with AT&T after our router died.
I went to purchase a new one after ours bit the dust, but unfortunately its nearly impossible to find one here in the Metroplex that they will support. So I bought another brand, a good one but one that they didn't usually support. After not being able to get it to work, I called the support number which actually took me to AT&T support.
I got a young sounding woman in the Philippines, and after some basic troubleshooting, she told me their end was fine and it was probably my router. Duh. But, instead of booting me to the curb, she asked me to walk her through what I was seeing, and she would assist the best she could.
45 minutes later, after a lot of reboots and changes of settings, it worked! She had help, and it took some trial and error, but I think what helped more than anything was that she was focused on getting my problem resolved. With each new obstacle, she didn't just speak on a whim, she thought about solutions. She was doing "solution thinking", just as I had taught my class. I could hear her mumbling over and over, "If this.... then this".
Of course, during the reboots and times we had to wait for things to come up, we chatted and was quite friendly. So much so my wife was about to strangle me, it seems my southern charm may have slipped over into flirting, or so she says. But hey, who can blame me- ya gotta love those Pinay accents, ya know?
But my alleged flirting never took the tech's eye off the ball. When it was time for changing settings, she was focused back on how to get our network up and running.
So even though I can't remember her name, I can say that she really impressed me with her focus and expertise.
Okay, I lied, her name was Kris and she was in Cebu. Like I said, it was the accent.......