When Fish Fly by Joseph Michelli

Author:Joseph Michelli [Yokoyama, John]
Language: eng
Format: epub
ISBN: 978-1-4013-8144-8
Publisher: Hachette Books
Published: 2001-07-14T16:00:00+00:00

—CONFUCIUS

AVOIDING ON-THE-JOB LAPSES

In many of the examples I am sharing, someone encourages awareness of a power-limiting conversation that is going on. As you become more in touch with the types of conversations that limit your power, you can catch yourself and make a more powerful choice. Take one employee of mine who was behind the counter and was not delivering particularly world famous customer service one morning. In fact, he was having an internal conversation that went something like this: “I don’t want to be here this morning. Oh no, here comes a customer. If I act like I am busy, maybe he will go away.” By indulging that conversation, he was choosing to let his feeling of “not wanting to be bothered” get in the way of the commitment he had made to himself and his coworkers. The customer did not go away. In fact, he attempted to get my staff member’s attention. The staff member reportedly became more frustrated and more deeply indulged his conversation. “Geez! What is with this guy? I don’t want to go down to the other end of the fish stand. He probably isn’t even going to buy anything anyway.” The employee didn’t have to walk to the end of the fish stand, because by this time the persistent customer was approaching him. As the customer came forward, my team member apparently realized how his conversation had taken him away from his commitment to making a world famous difference for this customer. Without the assistance of anyone else, he simply chose to shift the conversation and retain his power to live the vision. It turned out that my fishmonger made a huge sale, but more important, he made a connection with this customer, who as it turned out was the manager of several of this guy’s favorite music groups. The customer gave the fishmonger backstage passes to a favorite band’s concerts.

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