For those of you who follow professional football, you know that Brett Favre, quarterback of the Green Bay Packers, broke a long-standing record already this young season. No, I'm not referring to most wins ever by a quarterback, although he did break that record this season.No, I'm not referring to most touchdowns ever thrown, although he did break that record this season. No, I'm not referring to consecutive games ever started by an offensive player, although he did break that record this season.
No, the record I'm referring to is most interceptions ever thrown by a quarterback. Keep in mind that an interception is when you throw the football to the OTHER team, something Favre has done over 270 times in his career. I'm referring to that because here's a man who's still employed even though he's made the ultimate mistake for someone in his job over 270 times. Here's a man who's revered in many parts of the football world and who's still playing the game at a high level despite being at an age considered near ancient by today's football standards (he's all of 38 years old). Here's a man who's been successful despite mistakes, and is respected because he is constantly trying to do his best, to win - and because of that effort - sometimes throws the errant pass.
Now in customer service, we should all want to do what's right for the customer, but sometimes we're forced to balance that against company policies and regulations. We're in the middle between what are sometimes these competing interests. What we need to avoid in these situations is the fear of doing anything wrong. We need to not be so concerned with failing and - instead - try to figure out how to succeed, how to win.
If you feel passionate about the customer, their position, and their need, fight to help them win. If you feel you and your co-workers need more support or training or recognition or tools to be successful, fight to get what you need. At some point, you've got to take a risk and try to win as opposed to being passive and trying not to lose.
Remember, Favre is the winningest quarterback in history. Sure, he's thrown a lot of interceptions, but he's thrown more touchdown passes than anyone in history. Maybe you'll have a career as long and successful in your chosen field as Favre has had in his.
Find those opportunities to take a risk to go for the win.
