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Written
by: Deborah Mitnick, LCSW-C
Courtesy of Gary Craig at http://www.emofree.com
 I
have full permission to talk about the following case.
This involves my 23-year-old son, Jonathan. Jonathan
works for a banking company as a Customer Service Representative.
He's the guy you talk to when you call about your credit
card. He takes about 120 calls during his shift and
helps resolve issues for customers regarding late fees,
interest rates, lost cards, credit limits, etc.
He finds the job to be fun and
challenging. .Except he hates to sell! One of his responsibilities
is to offer eligible customers the opportunity to accept
a "balance transfer." This means that the customer can
transfer his balances from other credit cards to Jonathan's
company and get a very low interest rate for a six-month
period.
The banking company encourages
its people to offer balance transfers. In fact, they
offer monetary incentives to people for achieving a
20% rate of successful balance transfers a month. That
would mean averaging about 10 balance transfers a day
for the entire month. Jonathan was averaging about two
a day.
On his own, he'd managed to
"force" himself to get about 6 a day, but he hated every
minute of it. He felt stressed out. He had a headache.
He hates to sell!
Four days before the end of
the month, when he realized that he was eligible for
a monthly bonus in every other area of his work, but
would not achieve that bonus because of his statistics
in balance transfers, he asked me to help him.
So, I asked him to tell me what's
been his "hang up" in this area. (Right from my unconscious!
I just realized as I'm reviewing my notes of the session
to write this, that by using the phrase "hang up," I
was tuning in to his worst fears--that his customers
would "hang up" on him!). Anyway, he told me the following:
- "I don't like selling."
- "No one wants to hear
about it."
- "I think about asking
when I'm on the phone with a customer, but I just
don't do it."
- "People are upset when
they call about a late fee and they don't want to
hear about anything else."
- "I get rejected when I
ask."
- "I'm afraid I'll get rejected."
- "I wouldn't want someone
to do this to me if I were calling in about something
else."
- "I'm pissed at this aspect
of the job."
- "I don't think it's fair
that I have to do this in order to meet incentive."
We tapped for each of these
"tail-enders." Actually, some of these ended up in just
long, complex sentences and re-frames. He loved the
session and laughed a lot as we worked.
And then I decided to do some
energy testing with him. I asked him how many balance
transfers he thought he could accomplish now. (Remember,
he's never gotten more than seven in a day and usually
gets about two.)
He said he now felt confident
that he could achieve 40 balance transfers a day. I
asked if I could ask the body about that. He gave me
permission. As I tested his arm, I had him say, "I
can easily achieve 10 balance transfers a day." The
arm stayed strong. I had him say, "I can easily achieve
15 balance transfers a day." Still strong. "Twenty"
was strong, too. "Thirty" was strong. The body took
us to 36! The body said that Jonathan could achieve
36 balance transfers a day!
I reminded him that having a
goal does not always mean that we "get" exactly what
we've pictured, but that our goals "move us in a direction."
He was very satisfied with that observation.
The next day, Jonathan achieved
37 balance transfers! Every day until the end of the
month, he averaged about the same number!
He met incentive and received
a bonus for his work.
He said, "What have you done
to me? I'm blowing them away here! They [the bosses
and his colleagues] can't get over the change in me!
This is amazing!"
He's set a new goal for himself
for this month. I'll let you know how it goes.
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