For we are each responsible for our own conduct.
Galatians 6:5 (NLT)
I’m on the road this week working with a client. I find it fascinating working with different businesses and interacting with employees at different levels from the executive suite to the new front-line employees. Every business has its’ own unique culture, and it’s interesting to experience those different cultures.
Part of my job is helping my clients understand what their customers really want, and to consistently deliver a service experience that will lead to higher levels of customer satisfaction and loyalty. We do the research to know the customer, to know what’s really happening in customer interactions and we base all of our recommendations, training and coaching on data. The data from our research often reveals that what the company, a department, a team or an individual is doing and saying needs to change if they want to satisfy their customers. That’s when the fun begins.
When I begin challenging people to change and do the work required to deliver a higher level of service, I hear every excuse:
- “You don’t understand. Our team is different.”
- “This is just the way I have always been. I can’t change.”
- “Your data is wrong.”
- “I can’t let my manager see your report. I’ll get fired.”
Human nature is a funny thing. It’s really no different in every day life. Rather than doing the work of change we make up every excuse. We blame others. We blame genetics. We blame brain chemicals. We blame depression. We blame our family. We excuse our poor habits and behaviors as if we have no choice in the matter.
But, we do. We have a million choices each day in what we do, what we say, and how we choose to interact with others. We are each responsible for our own conduct.
Let’s conduct ourselves in such a way that we make a positive change today.