“After”—the “Magic Words” Answer

I have a formula for challenging situations. First, I take the attitude that “every problem is perfect”—meaning, the problem has surfaced so that I or others can make some change for the better. Second, I step back and get some perspective on the situation. Third, I generate ideas about how to solve it, which often involves collaborating with others, and then prioritize the options. If the solution is something that needs approval from my supervisor, I present the options and recommendation to her. Finally, I implement the solution. Let me give you an example.

When I worked as a service technician for ABC Electronics, my quota required making 15 service calls a day. This was a challenging task in itself, yet I always made my quota, even if it meant working well into the evening. Then, after ABC merged with XYZ, we were given the additional responsibility of selling maintenance contracts. In the past, I had joked that if I had to depend on sales for a living, my family would starve. So, you can well imagine that at first, I wasn’t selling any maintenance contracts. My quota was seven contracts a day.