This is not a new concept but it is a concept that most people don't truly understand. How does the mind work? Imagine a circle divided in half from left to right. The top half is your conscience mind, your reasoning mind, your thinking mind. It has the ability to accept or reject any thought which comes in. The bottom half of the circle is your sub-conscience mind, your feeling mind. This is your emotional mind and it has NO ability to accept or reject. Once it is there it becomes part of our being. From there our thoughts cause our actions and our actions ultimately give us our results.

Here is the rub, if you don't like your results you must change the way you think. Be proactive, understand your customer's perception, their point of view.You don't have to agree with them to give OUTSTANDING customer service but you MUST understand them. No two customers are alike and that is why it so important to understand their mind and how it works. Reject negative thoughts or comments before they get into your sub-conscience mind. Only accept positive thoughts. This will be very hard at first because we have been conditioned our entire life to be reactive instead of proactive.

We must focus on changing the way we think every moment of every day. Replace worry with positive imagination. We all think in pictures/visuals try to always visualize how you want to be and the desired outcome you want without worry about the here and now. Do this in customer service and do it every single time and you will be a true innovator in customer service.