CONNECTIONS: Professional Services Customer Service – mini mindset challenge # 02


Welcome to the online part of the CONNECTIONS: Professional Services Customer Service program!

These challenges are simply for your own personal reflection.  “Food for thought” if you will … with the intention of strengthening your self-awareness and boosting the amount of time spent in the “growth” mindset.

I wish you well and look forward to hearing your comments, improvement suggestions and queries.

Tracey McGrath

The importance of being responsive

Effective professional services customer service requires us to be responsive.

The difficulty is that all of us have times when we are low in energy and don’t want to respond, especially if we anticipate a negative or difficult situation.  This is understandable.  All of us procrastinate from time to time, however if it becomes our habitual response then we have a problem.

Is your mindset helping or hindering?

Having a fixed mindset means we have a tendency to get defensive or give up in the presence of obstacles.  There is a desire to avoid, reject or deny challenges.  When we adopt a growth mindset, then we are more persistent in the face of setbacks and see challenges as opportunities to learn and improve. We are more invested in our long-term future than our immediate short-term comfort.  The advantage to this is that we see a personal gain in tackling difficult situations. This is in contrast to the fixed mindset which sees challenges as a threat.

In the blog post “four steps to creating a fulfilling work day”, the difference between doing what is comfortable and doing what is fulfilling is discussed.

Please take 3 ½ minutes to watch the following YouTube video.

A blackboard stood in the middle of New York City asking passersby to write down their biggest regrets. At first, each regret seemed different and unique. After all, everyone has a different story. But as the board filled up, we noticed that all of these responses had one alarming thing in common.

Regrets due to inaction are widespread.

We can change.

Four simple steps

Here are four simple steps to help us reduce avoidance, embrace fulfilment, and avoid regret.

Step 1: Write down something you are avoiding doing.

Step 2: List four reasons for why you’re avoiding it.

Why four?

If we simply stop at one or two reasons then we typically identify only the surface reasons for why we are avoiding.  In effect we list the rationale we are telling ourselves for why we are not doing it. By forcing ourselves to come up with four reasons, then we are more likely to come up with the true reason for why we are avoiding this.

Such as;

  • I’m afraid
  • I’m anticipating a negative response
  • I won’t be able to cope with what they expect of me
  • I’m pretty sure it will be a lot of effort and I can’t see what will be in it for me (even though this is what I’m paid to do).
  • I don’t want to do hard things. I’m not sure I’m up for it.

Avoidance keeps us mired in defeat.

Step 3: Identify what you want for yourself

3A – What’s your primary goal at work? Is it simply to earn a living? Are you “building a career” or “working a job”? What change you trying to bring about in the world?

A lack of a specific goal tempts us into doing less that we are capable of. Many of us don’t have a bigger picture objective that we are seeking to achieve in life. Indeed, it may not even occur to us that we might contribute more than simply “getting by”.

3B – Identify what is the worst that can happen for each of your fears.  Is avoidance helping or making the situation worse?

Step 4: Identify what your immediate next action step to addressing the problem is.

Step 5: Take it!

The lucky ones, Image courtesy of Neshika Bell, Flickr


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