The Customer Focus Series

Got PRC?

As I’ve gotten older, I’m less reactive and more thoughtful about what I will say in the next minute or even 30 seconds. I pause. I can reflect and think about my answer. I’ve matured enough even to say, “I’m not sure. Let me think about that.” 

I’ve learned a lot from author psychologist Daniel Goleman. The most important thing I’ve learned from him is PRC—Pause, Reflect and Choose. 

PRC—It’s a better way to make decisions. 

Fewer people get offended when I use PRC. Fewer problems are created. I’ve been able to train my employees in this concept. It starts by refusing to be defensive. For example, with customers who are displeased, my job leader says, “We’re not satisfied unless you’re satisfied. Our goal is to get you 100% satisfied.” They’ll back down and work it out most of the time. They can’t help it.

PRC only scratches the surface of the larger topic of Emotional Intelligence (EI). It is a big topic, and great resources are out there to help you understand EI; I recommend starting with Goleman’s flagship book, Emotional Intelligence. It will change how you live at work, at home, and everywhere else.

Pause. Reflect. Choose. All day. Every day. 

It may seem small. It may seem easy (sometimes). But, it changes everything. You know what I’m going to say…PRC builds muscle. That’s right. See you next week.