Habit hacks: Rewire your brain for better client service

Neuroscience reveals that habits, both good and bad, are deeply ingrained neural pathways. These mental shortcuts allow us to navigate daily tasks efficiently, but they can also hinder growth and innovation. So how can we break free from this cycle and leverage brain science to create lasting change?

Identify habit triggers

The initial step in rewiring neural pathways is recognizing the habits that hinder progress. Common pitfalls include:

• Reverting to outdated business practices
• Taking shortcuts under pressure
• Becoming overly comfortable with routine tasks

Dedicate time to observing behavior. When do old habits emerge? What triggers them? Identifying these triggers is crucial to interrupting the habit loop. It’s important to note that triggers can be both external and internal.

External triggers might include a ringing phone or a particularly challenging client. Internal triggers could be feelings of stress, boredom or even confidence that leads to complacency. By mapping out these triggers, you create a road map for intervention.

Disrupt established patterns

Once triggers are identified, it’s essential to introduce disruptions. This process is not about willpower but about creating new neural pathways. Consider these approaches:

• Engage in positive self-reflection: Regularly remind yourself of the habits you aim to cultivate.
• Practice mindful pauses: When faced with an urge to react, take a moment to breathe deeply. This simple act can interrupt automatic responses.
• Modify the environment: Rearrange workspaces or introduce visual cues that reinforce desired behaviors. The key here is consistency. Each time you successfully disrupt an old pattern, you’re laying the groundwork for a new, more beneficial habit.

Cultivate improved habits

Eliminating undesirable habits is insufficient; they must be replaced with positive alternatives. Consider these strategies:

• Think about what should occur: Consider all options, not just the tried-and-true choice before responding.
• Embrace thoughtful pauses: Resist the urge to rush. Quality interactions often require patience and careful consideration.

 This step is about actively choosing new behaviors that align with your goals. 

Reinforce

Neuroscience demonstrates that repetition strengthens neural connections, making new behaviors feel more natural over time. Think about the actions you can take to carve new mental pathways. Consider implementing a reward system that recognizes both individual and team efforts in adopting new habits.

Embrace the journey

Rewiring your brain is a marathon, not a sprint. Neuroscientists suggest it takes about 66 days to form a new habit, so patience is necessary. Remember, progress isn’t always linear. You might have setbacks, but each time you choose a new response, you’re strengthening those neural pathways. Viewing these setbacks not as failures, but as opportunities for learning and refinement is crucial.

Kate Zabriskie is the president of Business Training Works Inc., which provides training courses and workshops to clients in the U.S. and internationally. For more information, visit businesstrainingworks.com.

For more on mindsets

• Read “5 mindsets to drive innovation” (Available in 10 languages)
• Watch “The mindset to push your career to the next level”