 Push
Into the White Space
The
world is changing quickly with big rewards for innovators
and creators of new value. When your system says ‘no’, ‘cannot’
or ‘won’t do it’, that’s a clue
to open up for new possibilities and new approaches
that add new value.
Change ‘cannot’ into ‘How can we?’
Transform ‘no’ into ‘Let’s find
a yes.’ Convert ‘won’t do it’
into ‘How should we make this happen?’
It took days to communicate by mail, so fax machines
crossed the divide. But fax machines were bound to a
physical location. Now e-mail bridges the gap.
Mothers can’t work and be close to their children?
Day care in the workplace solved the problem.
Computers were too bulky to carry? Laptops became notebooks
then personal digital assistants.
The United States has been upfront as a land of perpetual
innovation. ‘Do your own thing!’ ‘If
it isn’t broken, break it!’ ‘Build
a better mousetrap!’ ‘Find a better way!’
These are keynotes of a culture pushing forward. Think
Disneyland, Microsoft, Hollywood, Apple, Wal-Mart, Amazon,
Amway, Dell...
Key Learning Point
You don't need to
be American or Asian or European to make this work. You
just need to be awake, alert and keen to make improvements.
Action Steps
The next time your
structure or system says `no', `cannot', or `we don't
do it that way', take another look. Think outside the
box. Push into the white spaces that surround you. Don't
be content just doing it right - find a way to do it better!
Next Article in Customer Service Innovation >>
Service Begins in Sales, New Sales Begins in Service
First Article in Customer Service Measurements >>
'A' is For Outstanding
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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