I am so grateful that I get to live my dreams. I’ll be speaking at this event, the Jakarta Fabulous Working Ladies gathering. My talk will be about stretching our comfort zone.

Why We Must Constantly Push Our Limits

The literal definition of Outward Bound is the moment a ship draws its anchor and sets sail, due to the nautical origin of the term. The significance of the word is the notion of facing the unknown and overcoming challenges. We each have our own comfort zone, and they are formed by habits, but also by fears of trying something new. However, growth and discovery will only take place when we step out of our comfort zone. A well known motivational speaker Brian Tracy said, “Move out of your comfort zone. You can only grow if you are willing to feel awkward and uncomfortable when you try something new.”

Imagine you’ve been taking the same exact route from home to work for a whole year and never once tried a different way. And one day you decide to try a new route altogether. How would this make you feel? Worried that you might go the wrong way perhaps? Or disoriented because you’ve never been in the area? There could be 2 outcomes, you either get it right or get lost. If the first happens, you’ll feel glad because in the future you could take this road again as alternative. If the second happens, then you’ll learn that there are roads that won’t reach the destination. Either way, by taking risks and trying something new, you will discover something you wouldn’t otherwise find and expand your knowledge about yourself and the world around you, in other words you will grow.

In Outward Bound, through physical challenge, we essentially teach individuals to constantly push their mental limits. When you go mountain hiking in a group, you are not only responsible to carry your own backpack. To reach the mountain peak successfully together, as a team member you must strive your best to carry your load, have a positive attitude and a fighting spirit, you must work together, trust each other, rely on one another, overcome personal ego, make decisions that are in the best interest of the team, you must be resourceful and innovative, you must also be compassionate with one another. Comparatively in a business, in order to achieve success together, your people need to live and breathe those values.

In Outward Bound, we help individuals to break away from their comfort zone, and facilitate self-discovery and growth. Our training programs, using Experiential Learning through Adventure methodology compel individuals to face the unknown and overcome challenges individually and as a team. Outward Bound Indonesia has been giving coaching, training and development programs to more than 80,000 alumni for 23 years. Our professional programs are catered for executives from all business, private and government sectors. Our youth programs are designed to complement the character development of adolescents. As part of a global organization (Outward Bound International), Outward Bound Indonesia strives for excellence in all aspects of our operations, especially safety, program curriculum and trainers. To learn about Outward Bound Indonesia and how we can help you develop the character of your People, visit www.OutwardBoundIndo.org or email us: info@outwardboundindo.org.

This article is written and contributed for Outward Bound Indonesia. Check out their blog for other inspirational articles.

Does Customer Care Boil Down to Acts of Kindness?

Just the other day, I had to go to the grocery store for my monthly provisions. My first instinct was to head to a local convenience store that I happen to have been frequenting for over two decades, that amazingly has everything you need, from fresh produce to fabric softener, from radios to badminton rackets, from instant coffees to portable ovens. This place truly provides a one-stop-“we-have-it-all” service! What’s more amazing is that the prices are well below those of chain hypermarkets. And if that’s not enough, you can truly experience customer service at its best! I walked into the store and looked at my shopping list that I had to fulfill in a hurry. I got lost looking for a box of tissue. I inquired a staff member for help. To my surprise, not only did he stop stocking the shelves to tell me where to find it, he walked to show me where it was. I smiled and said “thank you”, to which he replied with a smile and a polite “you’re welcome”.

I’m not certain whether showing a customer to a product is a standard operating procedure for this store. I can’t even be sure if they have a sophisticated and organized SOP in customer care at all for that matter, considering the scale of the business.Then how does customer service work? The general rule of caring for another person seems to lie in the smallest details that they least expect us to pay attention to. The same way with customers, they are most satisfied when they expect less and given more. Therefore the key is to make your customers expect less, but blow them away and surprise them!

The first order of business is to go internally and make your People feel proud to be part of your Company. If your people are happy about their employment, they will intrinsically do a good job caring for your customers – and vice versa. I always tell my clients, give your People a sense of purpose in their job. Purpose is the drive for someone to get up in the morning. Match up your People with their talents or passion as much as possible. The right person in the wrong position can be counterproductive for your business.

Secondly, talk with your teams and explore again what you can do to surprise your customers. Remember, it may be the smallest detail that you have overlooked for years that your customer will actually appreciate. Who knew that saying the name of the customer could be the new trend of call center customer care. Or if you’re in a restaurant business, serving food at the same time for people in the same table is in fact a wow-factor in this city.

Customer care isn’t rocket science, most of the time, it’s the smallest, most sincere act of kindness from one person to another. In fact, it may solely be that. Find what works for your business, catch your customers off guard and surprise them with it!

This article has been published on NOW!Jakarta Magazine, April 2014 issue.