Dr Stephen Covey shared a profound truth with me that I share with people in the service business because it’s incredibly powerful, especially when executed properly. Here's the thought…. “Amateurs sell products. Professionals sell solutions.” Read that again. Amateurs sell products. Professionals sell solutions.
I retired from the United States Air Force twenty years ago as of 30 October. I remember going over to the Personnel Office as I was trying to get my retirement paperwork completed. I needed one last document to finish the process. I found the office and a young person behind the counter. I explained what I was intending to do and that I needed said document. Her eyes shone as she encouraged me to go online and download a form XXX. Piece of cake! NOT! I did download the form back at my office, but I didn’t understand many of the questions on it, nor what to do with it. I returned to the same office and found the same young person. She gave me more information. I went back to my office. Completed the form. Returned to her. After several trips back and forth, I completed everything as required and here I am! God bless her, she could have used some guidance, but didn’t, obviously, have the tools to be a professional. She tried her best, though.
What a professional would have done is understood my intent, that is, completing all of my retirement paperwork so that I could go on my new adventure, then guided me toward that end. “Chief, here’s what you need. Let me download that form for you and help you fill it out. We’ll do it right here and right now. Do you have all of the other documents you need? If not, we’ll fill them out now, too.” See the difference? Now, you may say that the young person had other things to do than to take care of an old Chief who was, evidently, worn out. But the time and effort we both invested in the product, could have been better invested in the solution.
What does that person you’re intending to serve need to reach the final solution? Does the person have all the resources needed to accomplish that? If not, do you? If not, can you find someone who does?
I’m convinced that we all want to be known as professionals by those we serve. It’s not that difficult to be so. But it starts with knowing where you need to go and making the time to do it right. Every person we serve deserves that.
Until next time, Be GREAT! You ARE!
¡HEIRPOWER!
bob vásquez!
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