When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if so, I’m not sure how similar or different the answers may be from my childhood experiences. But when the question is asked, the child is basically stating what he or she wants to become. It is sharing their vision of their future.
And once a child – or anyone of us for that matter – identifies a vision, then we can start charting the course to get there. It makes no sense to chart a course to nowhere.
It’s the same thing in the world of business and in the world of customer service. We need to start with the vision.
What do we want to become or achieve as an organization or as an individual? What is our vision for the great customer experience that we’re going to deliver to our clients, and is that their vision as well?
If the vision for the great customer experience is going to help us to achieve our overall vision, then the next step is to ask: What’s our vision for the desired culture? In theory, the culture of an organization is set up to help the organization succeed, so that culture should help to deliver a great experience, it should help to deliver on the organization’s vision!
And what is culture? It is how we do things around here. It’s how we talk to each other, how we work together, how we make decisions together, how we serve each other and serve others together.
Take a few minutes individually or as an organization and just pause. Make sure that you have a clearly articulated vision. Then work back to make sure that you know what your role is and what you need to be in order to move yourself and your organization toward that vision.
Envision the future to become the future.