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A Winning Game

It would be nice to win the game. But, do you ever feel like you're in a game that keeps shifting the rules and making it easy to make progress but impossible to win? You've probably noticed lots of game elements creeping into service. Points, incentives, expiring coupons followed by new expiring coupons, leader-boards...on an on a relentless attack on service comes from playing a game designed -- you guessed it -- to maximize profit. If the customer is happy, fine, but the point is to make money. Not to put too fine a point on it but that's a lousy point.   What if there could be something better? What if customer service excellence became playing a game where the customer always wins and that makes you happy? You don't have to. "give away the store" to achieve a winning game for all of the players. Just stop stacking the rules against customers and watch how much more they will want to do business with you. -- doug smith  
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Recent posts

Win Some More

Everybody likes to win. Can we win when it's not even a competition?  Sure we can.  When we can will without requiring that someone else lose, the win is magnified. Celebrated. Treasured. Try saying the words "you win" and see how it changes the outcome so that you win, too. It's not surrender -- it's collaboration. -- doug smith  
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Enthusiastic Support

You can achieve many great goals on your own. Getting help from others will increase your successes.  Why would anyone help you? Maybe if they owe you a favor, but much more likely it's when your goal ignites something in them. Lights up their enthusiasm. Makes them more motivated. A poorly written goals is easily ignored. A great goal, one that is clear, gains interest and support. Write a great goal and see what it attracts. Great goals gather enthusiastic support.  -- doug smith
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Personal Problems

It's the system. Or maybe it's the process. It might not be you at all. It might not be your team at all. Personal problems come from things we say and do, and they can also come from an unfair, deeply flawed system. Personal problems can also be caused by broken processes.  And yet we often try to solve problems with personal solutions: work harder, work faster, work smarter, muscle up and carry on. Can't you just solve your own personal problem? Personal problems with systemic causes are hard to solve with personal solutions. Personal problems may not be personal -- the system or process doesn't care who you are -- but they're still problems. -- doug smith 
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Time and Feelings

Using time productively is of course important. Managing work and activities, reducing wasted time, optimizing performance, these all matter. And you know what else matters? How you feel about it. The time is yours. Even when other people make decisions about your time, your approach to what you do is always up to you. It's not just what you do with your time that matters, it's also how you feel about what you do with your time. What's your answer? -- doug smith  
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Time and Possibility

  There was a time when time seemed to close in on me like a shrinking cell. I could hear the ticking like a serious soundtrack constantly reminding me that urgency had to rule or time would shrink away. But time doesn't shrink away. Time does not care what you do about it and if you hear ticking it's from a real clock, not your lost time. Time is not a ticking clock, it's a fluid sea of possibility. Find the wave and ride. Connect with your school of creatives and invent new boundaries. Swim and win. The possibilities are endless. And...so is time. -- doug smith
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Good News, Bad News

The bad news is that you are the biggest thief of your time. The good news is that you can change that. We all waste time. We can all waste less. Productivity is a choice. -- doug smith  
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Not Perfect?

  Have you ever held onto a problem just because you couldn't find the perfect solution, an elegant, efficient, bruise-free choice?  That effort -- for perfection -- has slowed me down a number of times. Perfection can be such a bother, because nothing is perfect in this life and never will be.  There's no perfect way to solve a problem -- but you don't need perfection to solve it. If you can find the best way, that is certainly good enough. -- doug smith
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You've Got More

Do you know what is the best thing about potential? You've always got more. It's the same for capacity -- you can always dig deeper, extend farther, lift more.  Think about some of the best things you've ever done. You're amazing, aren't you? There's more in the tank. There's great work ahead.  The best you can do is better than you think it is.  Won't it be fun when you discover that? -- doug smith  
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Details

  "It's all in the details." "Measure twice, cut once." "If you fail to plan, you plan to fail." "Get it right, get it right, get it right..." Details. As a front line leader it is ever so tempting to pour on the details until they completely cover every possible contingency. As a highly analytical person, I've given into that temptation many times. The risk to making instructions too detailed is that they will not be followed. That doesn't imply malice, it simple acknowledges that: our attention spans are short no process is perfect anyway action creates momentum That third one is key. Action creates momentum, so get moving. Correct as we proceed, but for heaven's sake, get moving. -- doug smith
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Go Get It

It might seem that all you need to achieve that goal is a little help. A bit of a boost. Someone to provide feedback and encouragement. You're right. If all you need is a little help to achieve your goal, then definitely go get that help. The person who could help you really does want to help you.  -- doug smith  
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Strong

  It''s a challenge to your composure, to your centeredness. It's an attack on your boundaries. How do you react? Nothing gives anyone the right to impose their problem on your property. While it's not cause for aggression, it's also not cause for surrender. Stand strong. Remain resilient. Be bold yet kind. A smile works as well during a refusal as it does during a deal. Smile, stand strong, or move along.  When the need for creativity arises, creative problem solving is on your side. Bring your adversary into the picture. Ask, instead of demand. Then collaborate on a creative mix of solutions with at least one too good to refuse.  -- doug smith
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