CUSTOMER SERVICE FOCUS

By Lynn DellaCroce, CIC, CPIW

GOAL SETTING TO ENHANCE YOUR CAREER

Decide what you want and make it happen

You may decide to work towards a professional designation or assuming more responsibility in handling large accounts. Whatever your goal is, go for it.

I am a firm believer in goal setting. I believe it works. Many customer service representatives and other professionals talk about goal setting; few actually incorporate it into their lives. When I address a group and pose the question, "How many of you are goal setters?" about 75% of the group will raise their hands. When I ask, "How many of you are successful in attaining your goals?" about 25% or less of the group will raise their hands. When I ask, "How many of you write down your goals?" the same 25% or less raise their hands. It's amazing! In order to achieve your goals, you must be committed to them. It takes a little bit of energy. Note, I said a "little bit" of energy. It's easy.

Step #1--Decide what you want

Deciding what you want is the first and sometimes most difficult step. People who get hung up on step #1 will ultimately fail at goal setting. This step can be difficult for many different reasons. Fear often prevents people from setting goals. You'll recall the saying, "Watch what you ask for; you might get it." People are afraid of the results once they achieve their goal. I say, "Go for it." If you don't like it, you can always change it. For example, you may decide to work towards a professional designation or assuming more responsibility in handling large accounts. Whatever your goal is, go for it.

If you have problems with step #1, a good way to start is by brainstorming. Find a quiet spot where you will be uninterrupted for at least 30 minutes. Have a piece of paper and a pen handy. Now give yourself permission to go crazy writing everything you would like to have or accomplish. Don't limit yourself. Consider your professional life as well as your personal life. Look at all aspects of your life--financial, emotional, physical, intellectual, and spiritual. When you think you have listed everything you could possibly desire, take a deep breath. Now, review your list, marking those things that mean the most to you--the ones you really would like to incorporate into your life. Pick three to start. You can easily have more than three goals at any one time, but if you're new to this, it might be easier to zero in on just a few. You're now ready for step #2.

Step #2--Write it down

This is pretty simple. Write down your goals. Put them someplace where you will see them every day. You can even post them in more than one location for optimum results. Good places to post your goals are on your mirror where you brush your teeth or comb your hair, the refrigerator, car dashboard, or computer screen.

If you'd like to be more discreet about your goals, think of a personal location you look at every day--perhaps your wallet or your underwear drawer. I'd suggest a tattoo; however, it doesn't lend itself well to change! Wherever you decide to post your goals, be sure you read them at least once a day. You might try reading them along with your daily work objectives.

Step #3--Create an affirmation

This is a little saying, statement, or wish. This will be a short statement you will repeat several times a day and immediately prior to bedtime. You will say it out loud. Remember, there is power in the spoken word. A sample affirmation (depending on your particular goal, of course) could be, "I am writing large, prosperous and easy insurance accounts. They are flowing to me freely and joyfully." Another example could be, "I am enjoying life and finding more free time." One more could be, "My clients really like the service they receive, and referrals keep pouring in." Are you getting the idea? These will be your affirmations so word them so that they have meaning to you. Keep them positive and upbeat. You'll be using them to program your subconscious mind.

Step #4--Repeat your affirmations

You must repeat these affirmations at least three times per day. You must repeat them just prior to falling asleep at night. You can even record your affirmations and play them over and over again. If you decide to record, you must also recite the affirmations just before you fall asleep. Remember, there is power in the spoken word.

You will be programming yourself to achieve your goals. You may recall hearing that our subconscious mind never sleeps. It is non-judgmental and can't decipher right from wrong. It simply takes the data fed to it and works with it as it is presented by your conscious mind. All of us have experienced very strange dreams where our worries, concerns, daily events and acquaintances were somehow transformed into a story revolving around the movie we saw just before we went to sleep.

Let me bring to your attention some of our everyday experiences that might help you to understand how this consistent programming works. Think about a time when you were shopping for something big or important to you. Perhaps it was a car, house, wedding gown, ring, etc. Once you started shopping for the item, did you see that item everywhere? I recall shopping for a particular white car. I hadn't seen many of these vehicles on the road until I decided I wanted one. Suddenly, they were everywhere. As a matter of fact, it seemed as if there were very few cars on the road that weren't white.

When you put a thought or desire in your mind and keep it there by thinking about it (reading your goal) and repeating it (stating your affirmation), your conscious and subconscious mind stay busy looking for opportunities and ways to fulfill your desire. Your subconscious mind even works for you while you're asleep. Because your subconscious mind is constantly working on these goals, it brings things to your conscious mind's attention and you see them. Hence, white cars are everywhere.

Now I don't know about you, but I kind of like the idea of something working for me while I'm asleep. This phenomenon was brought to my attention during my high school years. I was studying for a geometry exam and experiencing difficulty solving a problem. I worked on it for a long time but couldn't solve it. I finally gave up and went to bed. Of course, I was still trying to figure it out when I fell asleep. At about 3:00 a.m., I suddenly awoke. I was wide awake and knew the answer. I actually got up and worked out the formula. It was so easy at 3:00 a.m. and impossible at 11:00 p.m. I thanked my subconscious mind for the excellent work. It had completed my studying for me while I slept. We've all had these types of experiences. Now it's time to utilize this innate ability and, perhaps, solve a coverage problem for your client or find a way to handle claims more efficiently.

Step #5--Believe you can achieve your goal

Do you want to assume more management responsibilities or become proficient in a new line of business? Whatever your goals are, you must have faith. Believe you're going to achieve your goal. Know that you are worthy of this goal. All the other steps will be ineffective if you don't believe you can attain the goal or don't think you are "worthy" of it. It's great to have emotion tied to this. The more emotion, the quicker you will achieve your goal. If you feel a burning desire in the pit of your belly, you're sure to quickly attain results.

After completing step #5, you've done it! Now just sit back and await the culmination of your creation. It's amazing how easy this process is. You can't always predict the time it takes to achieve the goal, as your emotions and level of desire have a lot to do with it (keep that fire burning). The more you work on it, the quicker it seems to appear. Above all, be consistent and steady. I have experienced completion of goals in a very short time and others have taken forever. Sometimes (I'm ashamed to say) I've even given up on them, quit my affirmations, and still achieved the goal a short time afterwards. Once you start the momentum, it just keeps going. So don't give up. Give this a try. It works and will enrich your life. Create a happy future and enhance your career! *

The author

Lynn DellaCroce, is the owner of LDC Insurance Education, Nipoma, California. She is also a producer for Byars-Thompson-Buchanan Insurance Services, Santa Maria, California. With experience as a CSR and producer, she has been teaching for 22 years, including the CISR and Dynamics of Service programs. For more information, contact the National Alliance for Insurance Education & Research, www.scic.com, (800) 633-2165.