But Brandon could not hit anything well. His shots from the tee were okay, but whenever he put a short iron in his hand, he’d hit it fat. For those of you who aren’t golfers, that means that he would take a swing, and the ball would go only a few yards because he would dig a large chunk of earth out in the process – a half-foot long, 2 inch deep divot would go flying through the air.
It was late in the round, and on #15 Brandon hit his best drive of the day. He was only 100 yards from the hole – a chance for a birdie! Well, that’s what a normal person would visualize. But Brandon saw the small pond just in front of the green. So he took his wedge out of the bag for the short shot, got an extra ball out of his bag, and walked over to his ball to hit.
He got out the extra ball because all he could think about was hitting another fat shot, and he visualized the shot landing in the water. So – of course – he visualized having to hit another shot with the second ball.
What happened? Brandon hit a fat shot; the ball plunked right into the water; Brandon dropped the second ball, and he put the next shot right on the green.
With his first shot, Brandon had visualized failure, and failure ensued.
Many times in the world of customer service, we’re reacting and responding – we don’t know what we’re about to deal with, and it’s hard to have time to visualize. But often, we DO have time to visualize. We do have time to see how we want the conversation to flow, how we want the tone to be, how we want it to end positively.
In life, and golf, and customer service – we can visualize success or visualize failure – and whatever we visualize has a greater chance of happening.
Choose to visualize success.