How Do We Respond

At 2am lying in bed this morning, I was pondering how do we go from being a great MSP to an awesome MSP. One thing that came to mind is the impact we have on others we interact with.

Many of us were affected negatively by COVID. It moved life from having personal relationships with people to interacting behind a screen. It changed a lot of folks and not for the best. I found myself inundated with negativity in everything around me. I quickly grew tired of this and made a conscious effort to counteract what I saw with kindness. 

My parents always taught me to show respect to others, but what if I could do more? I found myself taking note of the grocery clerk’s name and saying, ‘Thank you, Linda”. I even went as far as saying, “I appreciate you”. I quickly noticed a difference. When you call someone by name, it demands their attention. Most interactions throughout the clerk’s day, are nameless, and robotic in nature. That second or two of thanking them by name stops the monotony and provides a sense of pride in what they do, and most definitely, makes them feel appreciated. This creates a positive impact, even if for a short time.

My 88-year-old mom often likes to go to the K&W Cafeteria. A few vegetables and a piece of pecan pie and she is in heaven. It’s not my cup of tea, but I do it for my mom. A few months back, I received my food from the line person, and said, “Thank you, Gwendolyn”. She whipped her head up and nearly gasped. Then a smile grew across her face. I think she was shocked that someone cared that much to say thank you and call her by name.

Bryan has the amazing gift of chatting with anybody and about any subject. I wish I had that ability. Through this gift, Bryan creates a connection with his clients. He knows about their children, and activities in their lives, and retains all that information. It is simply amazing. For instance, a customer of ours recently found out she has cancer. She called up Bryan out of the blue, didn’t need any technical support, but simply wanted to share what was going on in her life. Many workplaces don’t have the dynamic we do. This client reached out to Bryan because she felt that personal connection with him. That’s amazing! If we are to drive ourselves to the next level, we need to adjust our response.

I’m not saying we don’t do a great job already. We do! My question to you, is how can we do even better? How can we create that level of trust that a client confides in us something so personal?

I’ve been thinking about our team and how amazing we are and how far we have come in the last two years. We have doubled in size and continue to grow. We are special and stand out as being unique. As we continue to grow into the next chapter, how can we challenge ourselves to take it to the next level? How do go from being great to being awesome? This week, challenge yourself to make a change in your response.

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