The making and breaking of habits

For yourself, your team and even your customers

My bad habits lead to useless air conditioning This summer1 I finally got air conditioning in my home office. It is delightful, but several times I forgot to turn it off at the end of the day.  After trying and failing to "remember harder" I attached the remote control to the inside of my office door, right by the handle.  Now I have to almost touch it to leave the room. My behavior has changed and I have formed a new habit. On The Supportive this week I suggest making the right things easy as a useful approach for support managers looking to embed more effective behaviors in their teams. Customers have habits too. In fact our word customers derives from the Latin consuetudo, meaning a habit or customary behavior.  The habit we most hope to inspire in our customers is the repeat business we call loyalty, but habits also apply to how customers ask for help, how they treat our staff and how they use our products. Thinking about the triggers and feedback loops that we create for our customers can yield some fruitful areas for improvement. Which habits are your contact pages reinforcing, for example?  Meanwhile, I am going to work on my next bad habit which I will leave to your imagination and best guesses.   1 In Australia it is summer, yes. Mat Patterson Help Scout How to Change Your Team's Behavior So you have identified a problem in your team's behavior... here is how can you change it without being patronizing or relying on the force of your role authority. Learn More How to Break Your Worst Work Habits Read more › How to Inspire, Measure, and Improve Customer Loyalty Read more › Routine Disruption: How to Change Your Habits for the Better Read more ›   100 City Hall Plaza 5th Floor  •  Boston, MA 02108 view in your web browser  |  unsubscribe Made by hand in over 75 cities around the world. © 2022 Help Scout