Free Essay

Begin with the End Result in Mind

In:

Submitted By haydonicus
Words 556
Pages 3
I often marvel at some sections of society and their relentless pursuit of a "fair go". Well at least in their own minds anyway.

I take my hat off to the front line customer service personnel. Who are they? Heroes, I think.

I call them heroes because they stare futility in the face day-to-day, hour-to-hour.

According to company policies, they're mild mannered, somewhat phlegmatic people, who absorb the brunt of any scorn or taunt brought upon such companies albeit through service failure; a mistake.

Are you one of those people who think, "I'm gonna give this company a piece of my mind", when it comes to poor service.

I was.

I changed. Why?

I stopped and thought, after a life changing experience, what would life be like in their shoes. Now let me see... Did the person I am about to speak with send me the incorrect item? Did the person I am about to speak with promise my service would be connected yesterday?

When dealing with large corporations, the answer is inevitably, "No." So why abuse the living daylights out of someone who:

didn't cause your problem you have called to fix the problem.
I have had this conversation with CEO's and the long-term unemployed, and the penny drops when you present this quandary.

Steven R. Covey, in his book, The 7 Habits of Highly Effective People says "Begin with the end result in mind". Have a goal, even if it is just for a phone call. Think of what you want to achieve and go for it. Top line executives may consider a 5 minute conversation as a pointless goal setting exercise, but it works.

I once had experienced a lengthy delay to have an internet service connected at my home for my business. When I share this experience with people, you see scorn and hatred in eyes and in body language. People say, "I would have abused them." I then ask, "Would the abuse get you the result you are looking for?"

So.... End result - internet connection, ASAP. Secondary result - free month service (for inconvenience :-)

Remember, you want the customer service person to help you!

First thing I do is ask the person's name, and write it down. So, have a piece of paper handy. People respond well when you use their name. The next thing I do is explain my problem and ask the person, "[name] are you the right person to help me?". You are giving the person the opportunity to take ownership of helping you, not your problem; or passing you to someone who can help you. Either way, they should be thanked and then move on.

As the conversation continues, whether it be with the first party or any subsequent party, you should remember, this person is helping you.

Are you likely to help someone who abuses/taunt you?

And always move towards the goal. Ask questions about the process. Try some of these:

Can you explain how the process should work?
Do you know where the process has gone wrong?
What needs to happen next?
Do you need any further information from me?
All the while I am focused on the goal. Any comment that does not get me to the goal does not deserved to be uttered.

Does it work??

Try it

Similar Documents

Free Essay

Cja/325

...Breakthrough begins with You! Damon Walton Breakthrough begins with You! Introduction Your next breakthrough begins with you! This book is about effecting a radical change in your life. Is about getting out the rut of the day to day life to go to the next level. I was one of the millions of people who needed a change in one's life. This book about providing a radical change in every aspect of life one has from the professional to the personal. What prompted me to write this book was based on life experiences I had with breakthroughs. I like most people, have a life where it consist of barriers and breakthroughs. I will talk about the common barriers we all face and how to break through them to achieve success in our daily lives. Some of you are wondering how I can help you and why me. To answer your first question, is to read the book. Read the following chapters with an open mind and don't pass judgment. The answer to the second question is that I applied the same advice to my life. Am I a celebrity, famous author, or a self-help guru? No, I am not but I am an ordinary person who effected change in my life through some radical yet common-sense principles. I am not writing this book to become a millionaire or to be famous in my right but effect change in our daily lives. We tend to listen to those who share a common background. Hopefully, my message will resonate with those who are looking for a breakthrough in their daily lives. We all are yearning...

Words: 4372 - Pages: 18

Premium Essay

Best Snacks Problem Solution

...implementing a plan that address concerns highlighted by employees in the recent organizational survey. Creating a plan may source at the leadership level but the input sources from the employees because this is the identified area where creativity does not exist in the desired way. Leadership teams must recognize that the survey indicates employees do not feel they have the freedom to provide creative input therefore; leadership team members become part of the problem. Mat and Razak (2011) state, “Identification of success or failure of innovation can be done through implementation phase” (p. 217). As a result, the problem itself lies within the leadership team members rather than the employees of Best Snacks. Based on this analysis of the Best Snacks survey results and the desired results of the organizational direction, the basis of investigation for the problems with creativity begin with the leadership team members. This requires an analysis of development skills of leadership team members and leadership skills. Within those two components, the analysis entails assessment of how these members lead...

Words: 3155 - Pages: 13

Premium Essay

7habits

...which leads to a problem: we are lack of innovation and creative. Sometimes follow the instruction does not mean I have figure out everything; I was ashamed and afraid to ask questions or raise my own point of view. But here in HES, in many projects like EXP and FDI or SAP minor, if we do not ask then teacher will never tell us, to be proactive and ask what I should do or am I doing the right thing what should I implement will help the project be more effective and more accurate. Habit 2: Begin with the END in mind We start up a project or a plan should based on imagination--the ability to envision in your mind what you cannot at present see with your eyes. In other word, all things are created twice----one is a mental (first) creation, and another is a physical (second) creation. You do your second creation by follow the blueprint of your first creation. If you do everything without planning and visualizing then you probably will face a failure. Begin with the End in Mind means to begin each day, task, or project with a clear vision of your desired direction and goals, then be proactive to achieve it. And that is the reason I make agenda points and action plan every meeting. Habit 3: Put First things first Every day we manage ourselves, not only for the school or job, life management as well--your purpose, values, roles, and priorities. To start with every task, you find out most worth thing then you put it to the...

Words: 819 - Pages: 4

Premium Essay

7 Habits of Highly Effective Person

...Community Briefing on: Covey’s Habits of Highly Effective People . Stephen Covey's Seven Habits of Highly Effective People® ( Remember Covey’s habits are protected intellectual property) 0 Index Page 2 3 4 5 6 7 8 9 10 11 12 13 14 14 17 17 Habits defined Defining a habit Paradigms and Principals The Private Victory Habit 1- Be proactive Habit 2- Begin with the end in mind Habit 3- Put first things first Time quadrants The Public Victory Habit 5- Seek first to understand then to be understood Habit 6- Synergy Habit 7 - Sharpen the saw Habit 8 – Finding your voice Quotes that support the habits The ABC of using the habits Reading Recommendations Stephen Covey's Seven Habits of Highly Effective People® ( Remember Covey’s habits are protected intellectual property) 1 Seven Habits of Highly Effective People Habit 1: Be Proactive Take responsibility for your life. Habit 2: Begin with the End in Mind Define your mission and goals in life. Habit 3: Put First Things First Prioritise, and do the most important things first. Habit 4: Think Win-Win Have an everyone-can-win attitude. Habit 5: Seek First to Understand, Then to Be Understood Listen to people sincerely. Habit 6: Synergize Work together to achieve more. Habit 7: Sharpen the Saw Renew yourself regularly. Habit 8: Find your voice and inspire others to find theirs. To deal with people in a way that will communicate to them their worth ...

Words: 5037 - Pages: 21

Premium Essay

7 Habits

...Dr Stephen Covey (1932-2012) was and even in today’s world a highly influencial management guru. Covey's most famous book, The Seven Habits of Highly Effective People is one of the best-known leadership books of recent years. The principles incorporated in the book can be easily aqpplied to all the situations and scenarios of life. i.e in workplaces, organizations, management side etc. Main theme of the book is to help the people grow, change, and become an effective person. Rather than tackling outside, least concern problems covey pursuade his readers to focus on grooming their ownselves personally and professionally. By far This is one of his best sellers ( any other book) and is so influencial that it readily comes into people mind whenever they heard the phrase “ personal development” Seven habits discussed in the book seem very simple, and in many ways they are, yet to varying degrees they may entail quite serious changes to thinking and acting. Values mentioned are full of integrity and humanity, and contrast strongly with the authority-driven process-based ideologies that characterize management and leadership thinking in earlier times. The 'Seven Habits' entails a remarkable set of inspirational and aspirational standards for anyone who seeks to live a full, effective and a purposeful life, Covey describes three distinct stages of personal growth as we develop these habits: Dependence: stage from where we start i.e being dependent on other people. without personal...

Words: 1086 - Pages: 5

Premium Essay

Campaigns and Elections

...3/12/14 A Defense of Hedonism Many objections have been made against the theory of axiological hedonism. I will not attempt to respond to all of them, but instead focus on one of the stronger arguments, which deals with life trajectories. I will begin by briefly presenting the theory of axiological hedonism and then present the objection regarding life trajectories to the best of my ability. Finally for the majority of my essay, I will argue for why this objection is unsound and does not prove that hedonism is false. Axiological hedonism is the philosophical theory that is based on the idea that the only thing in this world that is intrinsically good for its own sake is happiness. This is different from the theory of psychological hedonism, which says that the only thing humans are physically able to desire for its own sake is happiness. First developed by Epicurus and later revised by John Stuart Mill along with many others, the theory of axiological hedonism uses a distinction between what philosophers call instrumental goods and things that are intrinsically valuable to illustrate its claim. Instrumental goods are any things in the world that are valuable because of the good things they bring about. Things that are intrinsically valuable on the other hand, are things that are inherently good for their own sake. Axiological hedonism claims that happiness is the only thing that is intrinsically valuable. The argument for axiological hedonisms is roughly as follows: ...

Words: 1669 - Pages: 7

Free Essay

Catcher in the Rye

...In the novel The Catcher in the Rye by J.D. Salinger, Mr. Antolini (an English teacher) tells the protagonist, Holden Caulfield, "I have a feeling that you're riding for some kind of terrible, terrible fall" (pg. 168). This quote is terribly reflective of and true to Holden's experiences that he accounts in the novel. The entire novel is essentially Holden's account of the time between leaving Pencey Preparatory School and his institutionalization (which is revealed at the end of the novel). We can only assume that Holden has been sent to see "this one psychoanalyst guy" (pg. 192) because of his gradual mental breakdown or "fall" that is apparent throughout his narrative. This essay will recognize and trace the multiple signs, explanations and testaments of Holden's declining mental state. It is important to include Holden's past in this account and analysis of Holden's mental decline because Holden's past affects everything he does and contributes to his feelings of loneliness, depression and confusion. A supporting argument for this can be found by looking at causes for "mental breakdowns." Some common causes* of mental breakdowns that apply to Holden's particular case are: unresolved grief (as far as we know, Holden never received closure about his brother Allie's death or the suicide of a fellow student, James Castle.), academic problems (Holden failed out of three separate private schools), social stress (Holden tries and fails to connect to several characters such as...

Words: 1064 - Pages: 5

Premium Essay

As I Lay Dying Character Analysis

...over the Bundren family, boundaries of sanity and insanity begin to haze. Darl, the main narrator of “As I Lay Dying”, borders on the edge of lunacy throughout the novel. He often has spasms of laughter, which seem to bear little relevance to the current situation, except to an exterior observer. Darl’s internal monologue, a constant stream of ideas, thoughts, and stories, expresses the audacity and the sheer madness his family is enduring. As the story progresses, many characters see Darl exhibiting signs of insanity, but to an observant eye, Darl may be the sanest of them all. In “As I Lay Dying”, Darl possesses the unique ability to perceive the feelings and thoughts of other characters. As a result of his perceptiveness, Darl has insightfulness into multiple characters lives; hence, how he understands the relation between Jewel and Addie and the pregnancy of Dewey Dell. Darl continually taunts Jewel about being a fatherless child and even mentions, “Jewels’ mother is a horse,” (151). Even with this knowledge, Darl only heckles and degrades the characters; therefore, causing them to ultimately categorize him as insane....

Words: 504 - Pages: 3

Premium Essay

Beginning with the End in Mind

...A REFLECTIVE JOURNAL ON HOW TO BEGIN WITH THE END IN MIND WHAT IT MEANS TO “BEGIN WITH THE END IN MIND” To begin with the end in mind means to know where I am going, like what is my final destination in my career and my personal life? Covey says that each part of my life can be examined in the context of what really matters most to me. He goes on to say that I must start with a clear understanding of my destination so that I can know where I am now and the right steps to take to get me to my destination. For example, during my senior year of high school I was certain that I wanted to get further education by going to university so I took the necessary steps to apply to different colleges. Now, I am much closer to my goal because I am in my senior year of college about to graduate with a degree in Accounting. Also, the visualization example in Covey about picturing what people would say about me in my funeral really put things into perspective for me. I realized that my family and friends matter to me the most, even though I want to have a good career, I still want to be there for my loved ones. ALL THINGS ARE CREATED TWICE Personally, I totally agree with Covey when he says that all things needed to be created twice in order for them to be successful. He says that first you must have a mental creation followed by a physical creation. I believe that in order to bring an idea into fruition, you must think of it and speak of it. After I graduated from high school, I had a...

Words: 1746 - Pages: 7

Premium Essay

Buddha Saiten

...master of Happy Science not long after its founding. Happy Science believers are deeply rooted in strong faith in the God of the Earth, El Cantare. In order to attain true happiness, also known as enlightenment, the members practice the teachings of Ryuho Okawa on a daily basis by praying, studying the teachings, self-reflecting and meditating. Above all, reciting The Dharma of the Right Mind every morning and evening, is the main pillar of this religious life. One way in which this anime serves as a form of religious propaganda is by having a clear distinction of good versus evil in the film. From the very beginning of the film we see a major difference between Mr. Arai who claims he is the real Buddha and Master Sorano who is truly the reborn Buddha. It is quite evident that Master Sorano is the true messiah and we can witness these powers of the messiah throughout much of the film. Mr. Arai, who is a member of the Sonen Group believes in survival of the fittest and that it is a “dog eat dog” world and as a result doesn’t end up with too many followers in the film. Mr. Arai grows angry when he begins to lose followers to Master Sorano and tells the citizens of Japan that there will be consequences to pay unless they obey him. The first conflict created by Mr. Arai was the incurable disease that Shunta, Sayoko’s brother, got on...

Words: 1133 - Pages: 5

Premium Essay

How Does Shakespeare Use Blood In Macbeth

...who should be rewarded for his bravery. Thoughts of heroism and bravery fade quickly as plans to murder Duncan for Macbeth’s benefit and power gain arise. Blood quickly changes to a motif of guilt and fear because of the murder that Macbeth and Lady Macbeth have committed. Surprisingly Macbeth keeps killing to calm his fear but sheds more blood in the process. The killings result in meeting the unnatural and bloody Macduff, who wants revenge and ends the cycle of violence....

Words: 1387 - Pages: 6

Premium Essay

Introduction

...should begin by saying that there is nothing original about the Trinitarian theology upon which Sayers's study of the creative mind is based. In fact, originality of that kind would be inappropriate, because she is not questioning the orthodox teaching of the Church on these fundamental points about the nature of God and humanity. Although Sayers's theological premises are not original, what she does with them is. Her contribution in The Mind of the Maker is to develop a lucid, extended analogy between the Christian dogma of the Trinity and the creative activity of the human being. With this, she not only explaining "this fascinating and majestic mystery" of the Holy Trinity (The Mind of the Maker 149), but also produces one of the most illuminating inquiries into the creative process ever written. She begins the essay by making another important distinction, saying "this book is not an apology for Christianity..." this is significant, because too often people confuse matters of fact with personal opinion. The first chapter of The Mind of the Maker is thus concerned with distinguishing fact from opinion, and the text proceeds to check the Church's "statements of fact" about the universe against the actual experience of the artist. Specifically, the book considers whether there is anything in the artistic process that parallels the Christian conception of God as Trinity-in-Unity. The author give a brief suggestion about her book as a "it is brief study of the creative mind" and...

Words: 1462 - Pages: 6

Premium Essay

Personal Goals Paper

...Personal Goals Paper Success begins with goal-setting. Without goals, there is a lack of focus and direction. Many people will often avoid setting goals because it seems too hard. Goal setting is about more than just thinking about them, it is about putting thoughts down on paper to see them. This makes goal setting much easier, especially when writing the goals down is what motivates each individual person. Goal writing must be in time frames, and must be measurable, and at the very least, doable. Setting unrealistic goals can result in the abandonment of all goals; therefore, a good plan needs to be laid-out on paper. This leads to successful goals. Hence, successful goal setting begins with good time management, identifying early potential barriers, and acquiring the needed skills to accomplish each goal. Good time management is the key to successful goal setting and achievement. Taking the time to create, tweak, add, delete or reconstitute goals is the biggest deterrent, and also the largest component for success in goal setting. According to O’Neill (2000), goals need to be set. Writing goals down on a piece of paper can go a long way. Goals should be specific. This means knowing who is involved, what to accomplish, and where it would take place. Next, goals should be measurable. When time frames are met, milestones should be measured and celebrated or reconstructed with a new time frame in mind. Goals should also be timely. A time frame of when a goal should be accomplished...

Words: 1035 - Pages: 5

Premium Essay

Abuse

...Your friend has invited you to a small get together and so you go out and purchase a dress for the party. When you come home and show the dress to your spouse they get upset- they think that the dress is revealing and starts to over think the reason why you have made the purchase. As the situation begins to escalate one of the following types of abuse takes place- choose one of the following to see what happens. Physical: Your spouse believes that you purposefully purchased the dress with the intention that it will draw attention towards you- something that they strongly disapprove of. As a result your spouse ends up giving you a black eye. Physical Aftermath: Your spouse apologizes for hitting you and promises that it will not happen again but you are left with the reminder (scar/bruise) of your spouse’s distrustfulness in you. Now that you have felt the physical pain associated with doing something that your spouse will disapprove of you take measures to ensure that situations like this will not happen again in the future- in order to ensure that you will be spared another beating Sexual: Your spouse begins to question your fidelity and asks you questions such as “who are you trying to impress/seduce?” and “are you seeing someone else, are you being unfaithful to me?”. You are accused of cheating although this is not true- it is an assumption that they have made- and they don’t believe you when you...

Words: 2017 - Pages: 9

Premium Essay

How Personal Competencies Will Help to Improve Critical Thinking

...The definitions of Critical thinking is the process of analyzing and assessing thinking with a view to improving it. Looking at my top competencies, I found that delivering results, goal focus, researching, and adapting to change were in my top competencies. I can take this information and apply it to my critical thinking and how to evaluate arguments. Delivering results will drive me to want to find the best possible solution with an open mind that will allow multiple discussions to take place. In order to deliver these results, we will need to focus our attention to what the end goal is. Focusing on the goal will keep the conflict on topic and will help to ensure that all discussions stay on task and will have a positive outcome. Research will help with my critical thinking skills as it is necessary to make sure that all aspects are analyzed and are proven to be accurate. There will always be more than one right answer to the conflict so having the personal competency and ability to research a topic will help to alleviate some of the disagreements and help to keep an open mind. The adapting to change competency will help to ensure that if there are more than one relevant viewpoints to an issue, that I keep an open mind and will be able to adapt better to other reasoning than the reasoning one begins with. In doing this, you can have a disagreement and use critical thinking to adapt and come up with a solution for all parties involved. Knowing that a disagreement may come...

Words: 309 - Pages: 2