The world is changing rapidly with great rewards for innovators and creators of new value.
When your system says “no”, “cannot” or “will not”, it is a clue to open up to new possibilities and new approaches that add new value. Innovative thinking can improve the quality of customer service and help your business prosper in the long run.

Change “I can’t” to “How can we?” Turn “no” into “Let’s find a yes.” Convert “I won’t” to “How should we make this happen?” All of these things reinforce service quality, improve your business, and give you the mindset you need for success.

It took days to communicate by mail, so the fax machines crossed the line. But the fax machines were connected to a physical location. Now email closes the gap.

Can mothers not work and be close to their children? Daycare at the workplace solved the problem.
Were the computers too bulky to carry? Laptops became laptops and later personal digital assistants to improve the quality of customer service.

The United States has been a country of perpetual innovation. “Do your thing!” “If it ain’t broke, break it!” “Build a better mousetrap!” “Find a better way!” These are keynotes of an advancing culture. Think Disneyland, Microsoft, Hollywood, Apple, Wal-Mart, Amazon, Amway, Dell …

Key learning points

You don’t have to be American, Asian or European for this to work and improve the quality of your customer service. You just need to be awake, alert, and willing to make improvements that affect the quality of customer service.

Action steps

The next time your framework or system says “no,” “we can’t,” or “we don’t do it that way,” take another look. Think outside the box. Push into the blank spaces around you. Don’t be content to do it right, find a way to do it better and just do it.