Too much work is being done reactively, and we’re suffering for it. In the past decade, I’ve seen that many people have elevated customer service. To meet client needs, many businesses created temporary processes to help these customers. Over time, these methods became more complex until the day comes when the system fails. And it will fail. I’ve seen this happen myself.
In the past, being reactive was often taught as the best way to serve clients’ needs. We were prepared to build processes that would accommodate every customer need. It helped us gain trust initially, but we are now learning that it is not in an environment of constant change.
Taking time to plan, even a little bit can save time, energy and actually create something much better. In times of chaos or rapid change, I am reminding my staff to take a step back and do the following:
STOP – Yes, take a deep breath.
ANALYZE THE SITUATION – See the big picture or look at the steps that got you to this step
DEFINE THE ISSUE – What is the real problem? Next, find the root cause
COMMUNICATE ALONG THE WAY – Don’t go for the solution right away and continue to make mistakes and corrections
TAKE RESPONSIBILITY FOR THE MISTAKE – Many people do not want to take on the responsibility for a mistake or an opportunity because it means more work
DEVELOP A PLAN THAT LOOKS AT THE TOPIC AT HAND AND MAPS OUT A SOLUTION – This is where the value of planning comes in
In the past, for various reasons, I became a very reactive person. I was always involved in a political struggle or facing one obstacle after another. I often got caught up in the fight, trying to push things through but usually had to accept progress on a much smaller and slower scale. Today, I am discovering a new joy in helping people examine topics and issues more closely and take the time to find the best solutions. It’s incredible how a few extra hours or a couple of days can really make a difference when that time is spent thinking through problems and viewing the change from a better angle.
In 2017, my goal is to approach opportunities and problems by taking a step back first and analyze the whole picture. The goal is not to react the quickest. The goal is to implement a process in the most efficient manner. This change in mindset has really helped me manage stress and think carefully about subsequent planned actions. In the end, the implementation is much smoother with fewer issues going forward.
Planning is the key!