"All things are ready if our minds be so." - Henry V - Act 4, scene 3
And…I’m late.
Have you ever woken up feeling like you're already running behind schedule? It's a familiar scenario: the alarm clock fails to go off, leaving you scrambling to get out of bed. Then, there are the various morning tasks that need attention - taking out the trash, getting kids ready for school, and finding misplaced items like keys.
To make matters worse, there may be other pressing matters that require your attention, such as filling up the car with gas so you can get to work (assuming you're not working from home). This is a common experience many of us face, leaving us feeling frazzled and stressed before we've even had our morning coffee.
Then when you open your work inbox, you're hit with a flurry of subject lines vying for your attention. Your boss is waiting for an update on a project, and you need to respond quickly. Meanwhile, a billing report has raised concerns about accuracy, and you've only got 48 hours to resolve the issue.
But wait, there's more! A last-minute meeting invite has just appeared, asking you to join a Zoom call with no agenda or clear objectives. It's as if the universe is conspiring against you to create the perfect storm of chaos, making it difficult to focus on anything else until these issues are addressed.
One particularly challenging situation arose when a customer experienced an outage over the weekend and sent a frustrated email demanding immediate resolution, saying "We're down! We need this fixed ASAP!"
However, instead of providing a detailed explanation or clear instructions, the support engineer sent you a chat with a link to the incident ticket and asked for guidance on how to proceed. Now, in your mind, you know you have to read the whole ticket, call the customer, have an understanding of what needs to be done to fix the issue, report a quick update for your manager in order to have full management of the situation.
And this is just Monday.
Preparation
Fortunately, there are tactics you can employ to overcome those morning hurdles and set yourself up for success. Drawing from Henry V's famous quote, I realized that it's essential to seize control of the day rather than letting it dictate my pace. To achieve this, I focus on preparation through meticulous documentation and note-taking (a topic I'll explore in future posts). Additionally, starting your day with an early morning routine, before the chaos begins, can make all the difference.
For my own productivity, getting up early and mentally preparing myself for the day is crucial to getting started. While I've had the pleasure of working alongside other exceptional Customer Success Managers who excel in their roles and customer interactions, each of us has our unique approach. Perhaps one day they'll share their story, but for now, this is what I've found works best for me - an early morning routine that sets me up for success.
The First Question
To ensure I'm well-prepared for the day ahead, I often start by asking myself a crucial question: "What do I need to accomplish today to be successful?" This simple inquiry has a profound effect on my mental clarity, helping me focus and prioritize my tasks. The answer isn't always work-related; sometimes it's about fulfilling personal or family commitments, like caring for loved ones or pets. Other times, it's as straightforward as tackling mundane tasks, such as taking out the trash. By setting clear intentions, I'm able to tackle the day with purpose and confidence.
The key to my success lies in prioritizing tasks effectively, which allows me to tackle them with confidence and poise. This approach has been instrumental in reducing stress and helping me achieve my goals. Importantly, it's okay to acknowledge that sometimes the most crucial task is taking care of yourself – acknowledging the need for rest and self-care. And I'll say it again: it's essential to rest in order to be at your best (and isn't that a nice rhyme?).
How you prioritize your tasks is up to you. There is the classic Eisenhower Matrix where you
- Do first
- Schedule
- Delegate
- Eliminate