I can’t recall a single time where telling the customer the likelihood of a successful outcome was just not in the cards. “Sorry but this is just an absolute train wreck and I can’t envision any scenario where you’ll be successful with our product. I say shut her down, wrap it up, pull the plug, lights out, and I’ll have Finance cut you a check”. It just doesn’t work that way. Wondering what’s possible and applying that energy to an action plan for customer success is far more powerful than pondering what cannot be done, what barriers stand in the way, or how much better things would be if only someone ELSE would change how they think or what they do.

This was a standard week for me in many ways. It was spent meeting new people and learning from them. It’s not hard to find people with interesting insights, knowledge, and know-how. With just a little bit of effort and an open mind a variety of people offer genuinely enlightening discussions. And to a person they are all pleasant and full of smiles and a willingness to help. We all have far more in common in this human experience we call life than we have differences. When I consider what threads were common through all of my introductions and discussions this week it was optimism and an eagerness to tackle the future.

I started Monday with a thank you note for an approval to move forward on building the first set of Support capabilities for a new software company in Austin that booked their first customer and is anxiously anticipating approvals on their 2^nd an 3^rd –future- customers. Wednesday I had a nice frosty beverage after work with a former colleague that was about to accept a Sales position to open some new markets in Texas. Thursday was spent in Dallas speaking with the leadership team of an absolutely terrific company that is profitable, happy, love what they do, and want the Service team to be better than they already are.

Friday afternoon was spent down at the UT campus with the chairman of the Department of Electrical and Computer Engineering talking about careers for students in Service. I was met with warmth, smiles, energy, and optimism. Oh, and Dr. Amblers distaste for Volvo service capabilities. ;-P I’ll likely end up giving a talk with some of them in the fall semester regarding the importance of the customer experience after the sale of a product, or how and why serviceability matters when you’re a design engineer.

I could focus on my check engine light unexpectedly coming on in the car this week. I could focus on the two prospects that decided to hold off on the RFP I sent. I could focus on any number of seemingly negative developments in my life or the life of others this week. But that mindset won’t get me or anyone else anywhere. And as I consider what has been common throughout my career that brought positive results vs. unwanted outcomes, it’s my frame of mind with family, friends, coworkers, and of course customers.

In the world of Service your mind matters. Focus on positive customer outcomes that are entirely attainable, build a plan, work the plan, refine the plan, and get cranking. Focus on the frame of mind and the metrics will follow.