I was thinking this morning about rockets, the “space race” and Customer Service Management. (I dated myself with the “space race”, didn’t I. But it really happened.) I know that the two subjects seem completely unrelated. Not even in the same Encyclopedia volume.

And I submit for your consideration that driving a rocket in the space race and good Customer Service Management are exactly the same. Let me explain why.

Your business is your rocket ship. In this ship is everything you need to survive when venturing into the hostile environment that is space. (And business) In it you will find life support systems, food and water, power, data bases, computer systems and communications.

Pretty cool, huh. You were driving a rocket ship the whole time and you just thought you were at work.

There is one other element to consider in space flight and business. It’s the people flying your rocket ship. So, I’d like to tell a little story about the space race, monkeys and astronauts.

As the space race was starting, it became apparent that eventually someone was going to have to strap in, flip the switch and ride a burst of hot flame into orbit. Not wanting to risk human life, the idea was floated to teach a monkey to ride in the rocket, thereby getting the data necessary to facilitate safe human flight. (Can you imagine the conversation around that conference table? “We’ve just spent a gazillion dollars on these rockets and we need someone to test fly them.” From the back of the room a voice of reason shouts out “We can get a monkey to do it!”)

So the call went out, find a monkey to go to space. Now we have continents full of monkeys, however, it’s doubtful any of them had seen a rocket much less flown one or even had any idea they were going to learn how to fly. They are monkeys after all. As the search started, it became apparent that we would need to set a few standards in place. We had to find acceptable monkeys.We had to train them. They had to be able to complete some simple tasks, pull a few levers, push a few buttons and survive the trip back to earth.

After all of the experiments were over, and we had all of the data, we went out and found the best pilots and asked them if they wanted to become astronauts. We had a very stringent selection process that filtered out those that would not make it in the harsh environment of space. We instituted a long intensive training program to make sure that the astronauts could fly rocket ships and respond appropriately in case of an emergency. We then edified the position to attract even more talented pilots who wished to become astronauts. (Who didn't want to be an astronaut growing up)

We didn’t recruit or train any more monkeys. We found that we had all that we needed.

Nice story. What does that have to do with Customer Service Management?

Well, I have a few questions to answer your question, Customer Service Professional.

Did the monkey actually “fly” the rocket or just ride around in it and complete a few tasks?

In your business, are your people flying your rocket, or just riding around pulling a few levers and pushing a few buttons?

Are you searching the continent for monkeys or astronauts?

You might have a point there Leonard. Now that we know the questions, what can we do about it? Take a look at the list of seven strategies for your space race.

1. Key people in key positions need to be fully trained in the operation of your rocket ship.

2. Astronauts make better pilots than monkeys. Hire the right people.

3. Pulling levers and pushing buttons does not make a monkey a pilot. If they are a monkey, give them monkey duties. If they are a pilot, let them fly the ship.

4. You can train a monkey to only do so much. Then you need an astronaut.

5. Astronauts need to have a destination to fly to.

6. If you keep flying the ship, no one else learns to be a pilot. They become monkeys.

7. Everyone likes monkeys until there is a crisis.

For the new year is your course set? Do you have astronauts or monkeys?