Devoted to customer service and the principles of exceptional customer services

Dan Heath and Chip Heath, authors of Made to Stick: Why Some Ideas Survive and Others Die, wrote an interesting article for the February 2008 issue of Fast Company. "Make Goals Not Resolutions" offers insight on the difference between resolutions and goals and offers advice on what people can do to achieve those goals. 

"When people take the time to visualize exactly when and where they will do something, they meet their goals.  What works for exercise and eating right also works for marketing and operations."

When a person has a vision, there's passion and commitment.  They have to be clear and know exactly what they want.  Have you visualized how you want to treat each and every customer who does business with you?  Do visions of happy customers and achieving those goals make you giddy with excitement? 

The authors go on to say, "It's possible to turn a lofty resolution - to get in shape, to be a better dad, to 'amaze the customer' - into an achievable goal...It's not easy to change your behavior; it's easier to change your environment, which in turn will change your behavior."