“Some Days Just Aren’t for Customers”: Preventing ‘Burnout’ with Jim’s Rules

76 %.  

The percent of workers, researcher Spring Health said recently, who admit they are experiencing “burnout” at their jobs today.  

2020 has taken it’s toll on everyone it seems. And that effect is likely to last for some time, U.S. healthcare officials reported just last month.   

O.K., I know what you’re thinking. Porter is always reminding us about delivering a great customer experience and now he’s saying don’t spend time with customers – say what?  

Hey, chill. What I’m suggesting is that you think about renewing – and relaunching really – yourself so you can be at your best with customers as we pivot out of Covid. Really.  

The secret of renewal – I have learned – is knowing when you need to renew yourself. When you just have to recharge, Being “mindful” really, to use a somewhat new age, more hip term.   

And as I have in past articles, I have a great story to relate as an illustration. You knew that was coming, right? Ha!  

So let me tell you about “Jim”. He was, hands down, one of the best bosses I had early in my career.  

Jim, I would tell you, was an absolute master of “mindfulness”. And he demonstrated his skills every month or so when I was working for him.  

As the CEO of a large very successful professional services company in Texas, Jim was a smart hard-charging executive who did business all over the U.S. as well as internationally. A native of New York City, he had a lot of drive and work ethic which most probably was the reason for his success in life. 

Because he was often in the office very early – dressed in his best business clothes - preparing for an important call or presentation with a customer or prospect, I would bump into him. And yep, I was usually in early too.  

But one morning I arrived to see Jim dressed in golf clothes headed out the door with his clubs. And of course, I did a double take.  

When I casually pointed out that I hardly ever saw him looking so informal, he laughed.  

Then he looked at me with that conspiratorial wink in his eye and said. “Bill, some days just aren’t for customers.”  

I was stunned.  

You see, over the years my friend Jim had found the keys to “ mindfulness”. Being in the present. He was one self-aware dude. And he lived that self-awareness religiously.  

And he knew when it was time to go back to the well. To take time away from the pressures of the business world that usually consumed him at the office. To get renewed.  

Jim really knew when he wasn’t at his best. At the top of his game.   

If you’re like me, customers pick up on this instantly. A distracted comment. Maybe a disinterested nod. You know what I mean, right?  

Time to take a break.  

So, as we try and leave Covid in the rear view mirror, let me leave you with a few of my familiar Business Tips, or Jim’s Rules ( how bout that? ) we’ll call them, to ponder below.  

Jim’s Rule # 1. Work at being “mindful” or self-aware, really, and knowing when it’s time for a break. Customer service “leaders” I have known in business have developed self-awareness to a high art. I’m not kidding!  

Jim’s Rule # 2. Know when you’re not at 100 % with your customers or prospects. Hey, Covid has taken a lot out of all of us. And don’t be surprised if you succumb to some of the “burnout” we talked about earlier. If you get to that point, remember, you’re customers will notice. I promise you.  

So freshen up! Get ready and recharged to get out there again and give it your best!  

See, I knew you could do it!  

Thanks also to Jim, wherever you are. 

Until next time. 

Ciao.