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A Shift of Thinking

Ask yourself some “Where is
my focus?” questions just for fun. You may be amazed at what you see when you look at a different points of reference. For example, are you so focused on creating profit that you forget to create value? Are you looking so closely at what’s wrong that you forget to acknowledge what’s right?

Two battleships assigned to a training squadron had been at sea on maneuvers in heavy weather for several days. The visibility was poor with patchy fog, so the captain remained on the bridge keeping an eye on all activities.

Shortly after dark the lookout on the wing of the bridge reported “Light, bearing on the starboard bow.”

“Is it steady or moving astern?” the captain called out.

“Steady, captain” the lookout replied, which meant we were on a dangerous collision course with the ship.

The captain then called out to the signalman “Signal that ship, we are on a collision course, advise you to change course 20 degrees.”

Back came the signal, “Advisable for you to change course 20 degrees.”

The sea captain said “Send, I am a captain, change course 20 degrees!”

“I am a seaman second class, came the reply, you had better change course 20 degrees.”

By that time the captain was furious, He spat out “I am a battleship, Change course 20 degrees!!”

Back came the flashing light “I am a lighthouse.”

We changed course.

This story, a true one, comes from the publication “Proceedings” from the U.S. Naval Institute. I use it frequently during training – and so do other trainers. It’s a great way to shift someone’s thinking and make the point clearly that sometimes we are focused so hard on one thing, we eliminate the possibility of seeing another reality.

Stop for a moment and think – are you focused so intently on cutting costs, that you’ve cut back on value too?

Are you looking so closely at what’s wrong that you forget to acknowledge what’s right?

Are you spending so much time making up for a weakness, you neglect to bask in a strength?

Are you so focused on the details that the big picture fades in comparison?

Is the big picture so BIG that the details have gone astray?

Are you so focused on creating profit that you forget to create value?

You get the game. Ask yourself some “Where is my focus?” questions just for fun. You may be amazed at what you see when you look at a different points of reference.

Get your customers involved in the game – where is their focus? What gets their attention?

What the heck, invite your boss to join in the fun. Where are the lighthouses you’ve been missing?

Happy hunting

JoAnna

JoAnna Brandi is the author of books such as "Winning at Customer Retention - 101 Ways to Keep 'em Happy, Keep 'em Loyal, and Keep 'em Coming Back" and "Building Customer Loyalty - 21 Essential Elements in ACTION."

A Speaker and consultant, she is publisher of the bi-weekly Customer Care Tips Bulletin. To receive her free bi-weekly tips bulletin, sign up at www.returnonhappiness.com. You can also reach JoAnna at 561-279-0027 or e-mail joanna@customercarecoach.com.