In his interview after day one of the PGA Championship, Tiger Woods explained his tremendous downfall from three-under par to seven-over in the following way (forgive the paraphrase): After getting to three-under, Tiger decided to use instinct and feel instead of sticking with the mechanics of his new swing. In essence, Tiger abandoned what was working for what was comfortable. In his own words, he ended the day very angry with himself and probably out of serious contention for the last Major of the year. We can really learn from this.

It is easy to move back to our instincts and away from new processes that we put into place. We need to avoid that at all costs. Process allows us to move with consistency and efficiency. At ACCENT, our Continuous Engagement ImprovementSM Process is a multi-step tool with which we are able to deliver to our clients lower costs, increased efficiency, improved brand experiences and customer connections. These tried-and-true methods have increased the benefits to our clients and our employees, who are given the right tools to succeed at a high level each and every time they engage with a consumer on our clients’ behalf. They allow us to set ourselves apart from the competition. Sticking to the process is what will keep us successful. In Tiger’s case, he got cocky with early success and let his mind write a check that his body could not cash. Most importantly, he made the choice himself.

But where does instinct and experience work? I have found that instincts can be very helpful in matters of timing and priority. When items are in competition in the process, and you have to pick one over another, use your instinct to consider your choice. Urgency, size, complexity and ability to secure help on whatever the matter could be are all factors that your instincts can use to determine the best course of action. In short, use the process and let your instinct and experience help set the timing.

Instinct and experience play a large part in the interactions our engagement specialists have with consumers – we do not resign our employees to a set script, giving them only a limited ability to adapt. Instead, our well-trained and talented specialists are given a freedom not normally seen in the industry to connect with consumers in a personal and engaging manner.

This allows our specialists to react to the unexpected in ways that are impossible if their flexibility was restricted, giving the consumer the best possible service each and every time. This is one of the ways that the ACCENT process provides both structure and freedom to create the best possible engagement on behalf of our clients.

My brother went to a high school run by Benedictine monks. The monks had a saying, “keep the rule, and the rule will keep you.” Keep it in mind.

Tags: Employee Engagement, Thought Leadership