I took my car in for a door replacement this week, it took me a while to decide where to go as our usual mechanics really need to improve their service. Basically honest workers and better supervision. Do you have stories about mechanics? I bet you do. 

I know many nightmare stories. A brand new car going in for a service, nothing is done but parts are taken out, no grease, no oil change, nothing and then they charge you your whole month’s salary. How do you even begin to fathom that? Or they’ll tinker with the car, have no idea what the problem is, and the car ends up in pieces and parts while the poor family tries to pay the bill. At the end of it, the car doesn’t work and the mechanic keeps it for collateral. What a load of oil filters!

I seriously considered taking a mechanical engineering degree but I don’t need another degree. Samoa needs a complete oversight of mechanic workshops, occupational health and safety is a major issue as well as vetting processed for qualified mechanics. My door was replaced and I was happy with the service. The cost was also fair. I found a minor problem the next morning. I went back, and the boss apologised, ordered the right part and will replace it once it arrives next week. Things would’ve turned out differently if both our attitudes were not right. Imagine going back and the mechanic said, "Oh well that is not my problem, you’ll need to pay for that again and do it yourself". Customer service and the right attitude will make or break a business. It will either retain existing customers or lose them to your competitor. It might also mean discouraging new and potential customers.

Attitude is an inside job. We can all be careless at times as we spend a lot of time and energy on outward appearances but neglect our attitude. Like replacing old car parts, we need to replace our old attitudes with a new outlook. Maxwell, one of my favourite leadership authors identifies the six stages of attitude change.

1. Identify problem feelings: This is the earliest stage of awareness and the easiest to declare.

2. Identify problem behaviour: Going beneath the surface. What triggers wrong feelings? Write down actions that result in negative feelings.

3. Identify problem thinking: That which holds our attention determines our actions. Whatever we focus on in our minds will determine where our feet and hands go. It will also determine where our energy goes and what we do.

4. Identify right thinking: Write on paper the thinking that is right and what you desire. Feelings come from your thoughts. You can control your feelings by changing one thing, your thoughts.

5. Make a public commitment to right thinking: public commitment becomes a powerful commitment. You don’t have to shout this from the rooftops. It can be a daily mantra.

6. Develop a plan for right thinking: A plan should include (a) a written definition of desired right thinking (b) a way to measure progress (c) a person to whom you are accountable (d) a daily diet of self-help materials and (e) associating with the right-thinking people.

As we begin to change our thinking, we can start to change our behaviour immediately. Begin to act the part of the person you would like to become. Take action on the behaviour you admire by making it your behaviour. Too many people want to feel first, then take action. This never works. Whatever it is you know, you should do, do it. Say the right words, read the right books, listen to the right stuff, be with the right people, do the right things, pray the right prayer. While we enjoy another peaceful Sunday Samoa, remember that we need to constantly prune ourselves so our lives can be lush and green. You are not alone in your struggles.