Lessons from a Transformer

I was out of power for approximately 24 hours between Tuesday and Wednesday April 19 and 20, 2016. I had a choice to be angry or do what I consider necessary and within my control to restore the situation to the way it was before or better.

My proceses put me in 1. Waiting mode, 2. Problem solving mode, 3. Communication mode (telephone, Facebook), and after 24 hours with the assistance from a number of BEL’s work crews and other in-house assistance my power was restored.

As a trainer in 1. Customer Service, 2. Problem Solving, 3. Emotional Intelligence, 4. Risk Management, I realized that the restoration of power to my house was outside my control, thus I put into practice the principles that I impart in my seminars.

The thought processes were:

1. Remember the words of the Serenity Prayer first to give me serenity, courage, and wisdom. ( I rarely get angry)
2. It’s outside of my control, so my options are those things that are within my control.
3. Keep on top of it to ensure that the processes are dynamic and do not become static.
4. Give thanks for the little things that help to make the situation more amenable such as my backup power for my phone, as this and my vehicle kept me connected with the outside world.
5. Use the opportunity to review my risk and disaster management processes in the event this is prolonged as one friend told me that it took her 4 days to get her transformer.

Lessons from a transformer.
1. Every setback or problem is an opportunity. A challenge to leadership.
2. Even the suppliers have their internal processes that do not permit them to respond with the degree that the limits of our patience allows. (Yes, they do have to continuously review their processes to improve the delivery of service.)
3. Examine every situation in light of another similar situation and analyze what was missing and take steps to mitigate future losses. (Risk Management).
4. Empathize with the supplier by putting yourself in their shoes; it doesn’t have to be the other way all the time. (Reverse customer service)
5. The level of your anger and stress is a reflection of your ability or inability to manage the situation.
6. Be positive and the problem will be resolved. Do not let it go.
7. Almost 24 hours later life gets back to normal as if though nothing happened.
8. Say thanks to all those who assisted in the resolution of the problem as they are human beings who are out of their beds late at night providing service to us customers. ( I will not call names)
9. Thank the higher being that your problem was really insignificant to what others are going through.
10. Put it behind you, no regrets and move on to the next setback or problem.

Thanks to all BEL staff who assisted in resolving this situation.
R. D. Guerrero