TRANSFORMATION in 2020 by Jim Johnson

We are fast approaching 2020.  Many of us are looking ahead and formulating new goals and direction.  Resolutions will be made.  Later they will be broken.

What causes us to do this year after year? And when so many of us fail to follow through?

  • Lack of discipline?
  • Incorrect goals?
  • This is more than wishful thinking?

Why do we even set goals for ourselves?

  • To feel better about ourselves?
  • To make others value us more?
  • Societal pressure?
  • Advertising pressure?

Let’s look at health goals.  Millions of people right now are thinking about their health goals for 2020.  Losing weight.  Eating healthy foods.  Exercise. Reduce medication.  Those are all great and noble goals.

But for millions, these goals will be a fading thought very early in the year.

According to U.S. News & World Report, the failure rate for New Year’s resolutions is said to be about 80 percent, and most lose their resolve by mid-February.

People will lose the desire to do what it takes to meet their goals.  A warm cinnamon roll on a frigid February morning will win the day, and the slippery slope from that fresh baked goodness will loom large.  Within days, health goals can be obliterated.  “Oh, well, next year.”

Look back on your life 1 year ago.  Reflect on this:

  • How am I healthier today?
  • How have I grown as a person, parent, spouse, leader in the past year?
  • How has my spiritual life developed?
  • How has my financial wellness improved?

“Well, ummm, I guess I’m really the same as I was back then.  Actually, I’ve been this way for years.”

See, becoming better is not simply a matter of desire.  Who doesn’t want to become healthier?  More in tune spiritually?  A better mom/dad/person?  More secure financially?

We all do.

So what’s missing when we set goals and resolutions yet fail to follow-through so quickly?

What we need is TRANSFORMATION.

Transformation definition

Let’s break this definition down:

  • Profound – very great or intense.
  • Radical – very different from the usual, sometimes to the extreme
  • Change – not the same as before
  • New direction – turn around and head on a different path
  • More effective – results, better results, life-changing results


Allow me some liberty here.  When I think of TRANSFORMATION, I think of the word repentance.  When someone repents, there are 2 actions required:

  1. Turning away from something.
  2. Turning to something/someone.

To truly change your life (health, relationships, development, finances, etc.), this sense of repentance needs to be applied.

Health:  I am turning from foods that harm me.  I am turning to foods that heal.

Relationships:  I am turning from behaviors that harm others.  I am turning to behaviors that build bridges and create peace.

Finances:  I am turning from undisciplined spending.  I am turning to creating a plan to move me towards freedom.

Personal Development:  I am turning from haphazardly moving through life.  I am turning to intentional ways to grow.

Do you see the difference?

Let’s explore how TRANSFORMATION can happen in your life.  Today, it is December 21, 2019.  Think ahead to December 21, 2020.

  • How will you feel if you truly TRANSFORMED your life?
  • What kind of results would you realize?
  • How will your health, spiritual life, relationships, finances, etc. all become better as a result of TRANSFORMATION?
  • See yourself having improved these key areas of life. Visualize you being in a “profound, radically” different place.  Do you like what you see?  Doesn’t this excite you?

Fact: you can TRANSFORM your life.  You can!  In the posts to come, let’s learn and discover how TRANSFORMATION can become possible in our lives.  I need it!  I bet you do, too.

In the posts that follow, let’s learn together how we can TRANSFORM our lives.  We’ll explore the TRANSFORMATION definition, creating habits, the power of documenting your progress in a journal, accountability, the idea that TRANSFORMATION is not a one-and-done proposition…and so much more.  I’ll great resources that I’ve read/listened to  from great people.

Do you want to remain the same person you’ve been for years (decades)?  I don’t.  True change requires TRANSFORMATION.

Join me in the journey!  Let’s become better.




by Flavio Martins

It’s inevitable. Mistakes will happen. Things break, systems go down, people fail. But these moments don’t have to be disastrous, they present an opportunity to create a memorable experience.

One of my favorite phrases to recover from a problem with an upset customer is:

“Oh no! That’s terrible!”

Nothing frustrates a customer more than the feeling that the company responsible for the problem doesn’t care.

My mantra to live by is, “It’s not my fault, but it’s my problem…and I’m a rock star customer service pro so I’ll make it right.”

I like how Cheryl with ServiceUntitled puts it:

The key to controlling the situation however is to apologize immediately and to apologize directly to the customer. Make the correction and do it immediately. Employ key customer service personnel who have been trained to deal with angry customers and who have the discretionary ability to appease the customer using whatever it takes (of course within reason) to show the customer the company really cares.

Being able to offer an amazing recovering from a problem can often times create some of the most loyal customers in the future. The next time a problem arrises, you can create a memorable experience for the customer by:

– Being Personable.
– Apologizing to the customer.
– Offering the customer a solution that can be done NOW (or options for solutions).

10 Customer Service Resolutions

(MoneyWatch) This is the time most of us reflect on the past year’s business, and — if we haven’t already — firm up our plans and goals for the next 12 months. And of course, customer relationships should be high on the list of things on which to reflect.

Here, in no particular order, are the 10 most important commitments you and your staff should make to your customers, and to yourselves, for 2013:

1. Be nice: Seemingly so easy yet, apparently for many companies, so hard. The simple quality of being nice to people makes them more receptive to any interaction, and makes all other elements of service easier and more effective.

2. Be accessible, respond quickly: Whether it’s getting a real person on the phone quickly and easily, or getting a prompt and complete reply to an email or other inquiry, responsiveness and access are among the most critical determinants of customer satisfaction. In fact, according to the people who measure this stuff, accessibility and responsiveness are two of the four most common traits of the very highest-rated customer service businesses.

3. Give the benefit of the doubt: Always err on the side of the customer. Many companies, particularly when they are in “gray area” situations, fall back on policies and misguided self-protection. If you’re not sure who’s “right,” whenever possible let it be your customer.

4. Don’t lose your cool: Don’t ever argue or be defensive with people — there will always be difficult, unreasonable and angry customers, but very few of them are out to get you or your company. We all know that emotion just triggers more emotion, and it’s your job as a service professional to stay above it and manage the tone of the conversation. Don’t treat customer service as a competition. Odds are if you are doing things right, you won’t be dealing with as many confrontational people to begin with.

How companies become cults:
– If you do something for a customer, do it happily
– Is kindness a realistic customer service strategy?

5. Be generous: Whether it’s with your time, tangibles or just in spirit, generosity is a quality that usually pays you back. If you can do something for someone, do it with pleasure. If you can do more, do that too. Go the extra mile.

6. Get to the point: Always get from A to B as quickly as possible. If you already know the likely outcome of a conversation, get to it sooner than later, without making the customer jump through hoops. Eliminate all steps, questions, processes and policies that aren’t absolutely necessary. You, too, have presumably been a person needing service, so you know exactly what it means to want to scream, “can we get to the part where you help me now?” Don’t make your customers feel that way.

7. Find the “happiest” solution: At the end of the day, all people really want is to be happy, and that’s what customer service is generally about. So while you can’t please everyone every time, always think in terms of what you can do to make the customer happier when she’s finished dealing with you than when she started. There is usually a way.

8. Smile: Whether in person, on the phone or even when writing an email, if you’re smiling chances are you’ll say or write things in a way that’s more likely to be well-received. I’m not suggesting walking around 24/7 with a creepy grin on your face — that just scares people. But a real smile, one that suggests you’re happy to help, always makes its way through to the customer. If you’re not happy to help, you’re in the wrong line of work.

9. Listen: Of course, that’s an important quality in all areas of life and business, except that many companies hear their customers without listening to them. Hearing only requires an ear (and maybe a headset); listening requires a brain — and ideally a heart. Understand what they really want and need, and you’re more likely to serve them well.

10. Empathize: This is what it all boils down to — always. Genuine empathy is where all great customer service starts and ends. If you and your employees don’t have it, you can never — and I mean never — excel at taking care of people.

If you really need a reminder of what it’s all about, keep a pair of someone else’s shoes next to your desk and put yourself in them once in a while. Seriously.

If you think you and your business are already hitting on all cylinders, congrats and keep up the incredible work. But much more likely, you’re in the “always room for improvement” category. You might be operating at peak performance in some of these areas but not in others, or maybe you’re generally great but always want to set a higher bar for your business.

Either way, take an honest look at how you fare in each of these areas. And it should go without saying that your review should include actually learning what your customers think, as well as your equally important employees.

The ball has dropped to signal the end of the year. Take the opportunity to make sure you don’t drop any balls in the next one. Have a happy, healthy and successful 2013.

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