I insisted on appearing competent and confident by minimizing the issues-- only to discover the client interpreted my interactions as unapologetic!
It was a perfect storm of technical issues and miscalculated responses. I cringed at the discovery of each new setback: data synchronization errors on my calendar causing confusion, botched software configuration that even Support couldn’t resolve, and an unexpected Disk Is Full message requiring some time-consuming housekeeping. “Oh, this can’t be happening!” I thought. As I hurried to make up for lost time, I pressed Send too quickly rushing an incomplete email to three time zones! To make matters worse, I insisted on appearing competent and confident by minimizing the issues I was having-- only to discover the client interpreted my interactions as unapologetic. I was shocked at the feedback! Again, “Oh, this can’t be happening!”
“Every single time you have a thought, your brain releases chemicals. …Whenever you have a happy, hopeful, loving, kind, or positive thought, your brain releases a completely different set of chemicals. Your hands get warmer and dryer, your breathing becomes deeper and more regular, your muscles relax, your blood pressure decreases, and your brain works better.” - Dr. Daniel Amen
Here’s what I learned about:
As I wrote this article, a dear friend called me with a technical question, “because you are such a guru, Michelle!” I was reminded that sometimes we just have technical problems unrelated to our character. Sometimes we have the opportunity to fine-tune our customer service skills which improve our character. Regardless, the words, “I apologize for _____ and I realize that caused _____,” go a looooong way! (Oh, and don’t forget to delete old computer files lurking in the forgotten Trash and Download folders-- lest, you too, get the unexpected Disk is Full message. Maybe our computer disks imitate our minds? If we are going to fill them, fill them with a happy, hopeful, loving, kind, and positive thoughts!)
by Michelle Sugerman • Leading Synergies, LLC • © All Rights Reserved
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