National Customer Service Week: The HEART Model, Principle #5


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Imag­ine doing this: swim 2.4 miles, cycle 112 miles, and then cap it off with a full marathon (26.2 miles). Bru­tal? Absolutely. But that’s not all. You need to cover the entire dis­tance within 17 hours out in the heat or cold, one with the ele­ments, to earn the title “ironman.”

Such is the full-distance (pop­u­larly called iron­man dis­tance) triathlon, arguably the most dif­fi­cult test of endurance that only a tiny per­cent­age of the human pop­u­la­tion will ever com­plete in their lifetime.

It may seem impos­si­ble to many of us just by read­ing about it, but hun­dreds of peo­ple become iron­men every year. These are not just your stereo­type of ath­let­i­cally inclined indi­vid­u­als or sporty fel­lows. They include your reg­u­lar Joes with bel­lies, bad habits and big dreams, who hold day jobs and have fam­ily responsibilities.

How do they do it?

British pro­fes­sional triath­lete Chrissie Welling­ton knows how. In her five-year pro­fes­sional career she has com­peted in 13 full iron­man races, and won every sin­gle one of them. What she said about her con­tin­ued success:

“Any­thing is pos­si­ble… and your lim­its might not be where you think that they are. I’m con­tin­u­ally sur­pris­ing myself by what I can achieve.”
–Welling­ton, Jan­u­ary 2011

In our every­day expe­ri­ences at home or in the work­place, we deal with cer­tain impos­si­bles: a teenage son who won’t lis­ten, a boss who is dif­fi­cult to please, a dead­line that’s unrea­son­able to meet and a com­peti­tor that is chal­leng­ing to beat.

But who set those lim­its in the first place? Can any­thing be done to sur­pass those lim­its? Most def­i­nitely, and it is about tran­scend­ing our­selves and break­ing what we per­ceive are our lim­its. Lim­its exist only in our minds and as Chrissie Welling­ton cor­rectly points out, they may not be where we think they are.

If we can only take one more step, work one minute longer, com­plain two times less, make one more phone call or ask one more ques­tion, we can pos­si­bly go fur­ther and per­form bet­ter that we ever imag­ined pos­si­ble. It is only by push­ing our­selves to our absolute limit, then tak­ing one step fur­ther, that we can real­ize what we are capa­ble of.

At Impact, we say that each of us has the oppor­tu­nity to tran­scend our­selves and our pre­vi­ous accom­plish­ments each and every day. Self-transcendence can take place at work, at home, in our sports and hob­bies, and even in our atti­tudes. Set goals, and when you achieve them, set some new ones. Chal­lenge your own lim­i­ta­tions, and make a game of out-doing your pre­vi­ous accomplishments.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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