The financial and human resources needed to fulfill the mission of any initiative - be it one that pertains to customer experience or to some other area of the organization - are always in short supply. Even if they aren't, the problems of time and attention still remain. For example, just because you have the money to do something doesn't mean you have the time or the organizational "bandwidth" to do it. Attempting to juggle multiple initiatives - even just a few - significantly affects employees throughout the organization.
- Roy Barnes and Bob Kelleher, Customer Experience for Dummies
Clarity is the most important concept in personal productivity. The number one reason why some people get more work done faster is because they are absolutely clear about their goals and objectives and they don't deviate from them.
-Brian Tracy, Eat that Frog!
Always leave blank spaces in your calendar to accommodate the unexpected, because the unexpected is often more important than the expected.
- Lee Cockerell, Creating Magic
Whether or not you're into time management and keeping a careful schedule, you know how quickly an emergency can derail even your most carefully laid plans. And that's the thing about planning - you can't plan for the unexpected. Or can you?
A few weeks ago we talked about quick reactions and timely responses. When a company really gets it right, it needs to be recognized, celebrated, and we all need to learn and apply what we can with their winning formula.
Unfortunate situations, like accidents, happen daily that require us to count on the service providers that we hire. It becomes the moment of truth between how you hope they will respond, to how they actually respond. We recently changed our car insurance company to Geico. The financial savings was impressive, and we certainly hoped if we had to use the company, their services would be just as impressive.
"Knowing and doing what's important rather than simply responding to what's urgent is foundational to putting first things first." Stephen R. Covey