Christian: What are things that you do to be in the moment, to keep you grounded in the business?
1. Be Mindful of Client Results
Cathy Karabetsos: The mindfulness is always about the customer’s results. And also staying in front of the customer. And when I say staying in front of the customer, I don’t mean annoying the customer. I mean actually getting to know them like we’re engaging today.
2. Get Connected to Your Customers’ Lives
Understanding what makes them tick, where do they come from, what’s their family. Knowing the person that is employing you intimately, as much as you possibly can in a professional setting. It goes far beyond anything else again, because innately we want to be connected in that way.
3. Remember They Are Humans
And then applying those results. So being mindful of results and actually the humans behind those decisions is really what’s going to make you.
Christian: If you had to give one piece of advice to other managers, leaders, owners of businesses to be able to engage in mindfulness and to be able to import that on their teams so they could get to those goals, what would it be?
4. Know the Target Clients
Cathy Karabetsos: Get to know. Really know. Take the time. Expend the resources. To know and stay in front of and engage with your target clients. Don’t spread yourself too thin. Make sure that they feel important, that they feel valued, and not because they’re paying your paycheck.
Because you actually deeply and sincerely care about what it is that you do for a company.
5. Remind Yourself that Bad Decisions Happen
Christian: Well that was moving. It’s true that I think a lot of time everything is very transactional. We don’t really look at it, we just look at the next thing coming. We don’t just stop and be in that moment and actually care. Because everyone says “I care” but they don’t really show that they actually care.
6. Surround Yourself with The Best People
Cathy Karabetsos: And if you’re not showing it you really don’t care! It’s kind of like being a parent, if you’re not spending time with your children, and looking at them face to face, and working through their issues together, or their concerns, or their fears, or their hopes, or their dreams, but you’re calling yourself a good parent – you could probably step it up a notch or two.
Same thing in business. Let’s not just talk about caring, let’s actually do the doing of caring! And you’re going to be surrounded with amazing raving fans.
Listen to more bits from the episode, or listen to the whole episode – you can find both on our page dedicated to Cathy’s interview and decoding the superwoman in the call center industry.