Gitomer: How to fix lousy service
Wednesday, March 13, 2013 7:00 AM
Last week, I promised the answers to why lousy service occurs and how to fix it. If you didn’t read part one, you can find it online at BusinessRecord.com.
The answer revolves around two concepts you already understand: positive attitude and personal pride.
Here are the reasons or feelings that negatively affect your attitude, and reduce or eliminate the power of your ability to serve at a superior level:
• My boss is a jerk.
• I hate my job.
• I hate my co-workers.
• I’m too good for this.
• I can’t wait to get out of here.
ANSWER ONE: There’s a two-word secret to service response: positive attitude.
• Positive attitude, defined as the way you dedicate yourself to the way you think, is the beginning point of service.
• Positive attitude is not what happens to you. It’s what you do, and how you respond to what happens to you. That is the essence of service.
• Positive attitude must be the first part of any training program, or the rest of training will fall on deaf ears, or worse, existing negative attitudes.
ANSWER TWO: There’s a two-word secret to the service process: personal pride.
• It’s not how you feel about the customer. It’s not how do you feel about the circumstance. It’s all about how you feel about yourself. Your personal pride.
• Personal pride should give you the incentive to be at your best, respond at your best and serve at your best at all times.
• You’re not doing this for other people; you’re doing it for yourself. Once you understand that, great service not only becomes easy; it actually becomes fun.
Here are a few guidelines to make personal pride more easily understood:
• Personal pride must be more powerful than feelings about boss or company.
• It must be more powerful than pay.
• Personal pride must be more powerful than your existing job.
KEY POINT OF UNDERSTANDING: It’s likely that most people reading this will not be in the same job five years from today. But between now and then, the thoughts you have, the personal pride you build and display, and your level of performance will dictate the quality of job, or advancement, you’re likely to secure.
Why would you risk lousy performance at your present job, thinking you’re going to get a better job based on your resume or desire? It doesn’t make sense. And it’s a fantasy with an unhappy ending.
KEY POINT OF UNDERSTANDING: Once you understand that you’re serving for yourself, once you understand that your attitude will determine your communication excellence, and once you understand that your personal pride will dictate your actions – at once you see your possibilities and will have the ability to better improve your performance.
Don’t be mad at the world, don’t be mad at your customers, don’t be mad at your boss, don’t be mad at your co-workers – be happy about yourself.
START YOUR TRAINING SESSIONS LIKE THIS: Here are two things most people don’t know about themselves AND their success.
HR REALITY: Train me about me. My attitude, my personal pride, my happiness, my opportunity.
BIGGER HR REALITY: Most employees disdain training; they just want a paycheck.
BIGGEST HR REALITY: The more you help the employees succeed, the more they will set the standard you’re hoping for.
That’s not just a challenge, HR – that’s YOUR opportunity.
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