#Leader in me 7 habits tree how to#
They determine their life goals and develop a plan on how to get there. Habit 2: Begin with the end in mind.Ĭovey believes that successful people have some sort of “map” in their minds of where they want to go in life. And do everything in their power to check, doublecheck and improve the ordering system so that mistakes – even those on the side of the customer – almost never happen. Top CX leaders, however, won’t put time and effort in finding out who made the mistake, but they will fully invest on what they can control: do everything in their power to put the smile back on the face of the customer. And if the mistake is indeed yours, the customer won’t be happy either, because they will have had to wait a longer time before their problem was fixed. If you find out that the mistake is the customer’s, (s)he will be annoyed anyway, maybe even livid because they see it differently and might never return, leaving negative reviews all over the web. There are two ways to react to that: put all your time and effort in finding out who made the mistake. Take the case of a really difficult customer who probably made a mistake in the online order procedure and then tries to pass off that mistake to a faulty website. Just like that, highly effective CX leaders are proactive: they don’t overly focus on the negative parts of CX that they cannot control. If you’re proactive, you’ll not only not complain about the things you can do nothing about, but you’ll find out what you can do to improve the situation. If you’re reactive, you’ll keep complaining about the things that are out of your control and get nowhere. You can either choose to be reactive or proactive here. The circle of influence consists of all the things you can control: like your skills, what you learn or your attitude.
The circle of concern consists of all the things that are out of your control, like the weather, the economy and mistakes that others make. Habit 5: Seek first to understand, and then to be understood.Ĭovey talks about the difference between the circle of concern and the circle of influence.And so I decided to write this blog, applying Covey’s ‘rules’ to CX leaders: Coming across an infographic with these 7 habits recently, it struck me that they were so fundamental of successful human behaviour that they were perfectly applicable to people responsible for customer experience as well. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world.
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