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The diversity in people will always fascinate me! And when it comes to Customer Service, the differences can be particularly striking! As you probably know yourself, it’s the people involved (not the specific ‘product’) that makes the service memorable – in either a positive or negative way!
When travelling interstate and checking into a hotel the night before the start of a workshop I’m facilitating, I invariably ask for access to the room we’ll be using the next day. If the room is free, I can check the room setup, ensure materials sent ahead have arrived and unpack my training kit of goodies. I especially want to pre-write some flip charts that we will need in the first session before morning tea.
If the designated room isn’t available, I ask if paper (and stands if possible) can be brought to my room so I can complete the charts before going to sleep.
Now consider these two examples of service delivery by employees at different hotels …
What a difference a person can make! I was so impressed, I wrote about this on my feedback sheet when I checked out and asked that my thanks and compliments be passed on to the relevant staff. I soon received a letter from the hotel manager, thanking me for my comments. He mentioned he was pleased to hear this story, as new staff are trained to have “a Can-Do Attitude and Solution-Based Thinking”.
What a wonderful idea! I have subsequently related this story on many Customer Service Workshops with participants clearly getting the message and relevance to their work roles.
My personal ‘Ah-Ha’ came many months later when I was going through a particularly demanding time. Suddenly I realised this ‘Can-Do’ Attitude need not have exclusive application to Customer Service. I could apply this thinking to countless day-to-day situations that I found challenging to deal with.
So whether we apply these ideas to our personal or our business life, consider the benefits of these strategies:
Henry Ford once said, “Whether you believe you can or you can’t … you’re right!”
So, do you believe you can?
© Sandi Givens, 2012
Permission to reprint this article is welcomed provided the following:
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