To deliver great customer service the service provider must be ‘respons-able.’ Do you know what I mean by ‘respons-able?’ It’s the ability to choose our response. Humans are the only species that can do this–and most of us suck at it. Think about a frog sitting on a lily pad. And then a snake starts swimming its’ way. How’s the frog going to respond, by talking his way out of being eaten? No, he only has one response and that’s to flee.
Humans have the ability to choose our responses, we are ‘respons-able.’ There is a space between what happens to us, the stimulus and our response to what happens to us. And in that space is our ability to choose. More mature people have a wider space than immature people. More aware people know it’s important to use their space to always choose the best response, to be ‘respons-able.’ Continue reading