Business Excellence Awards
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Last week, I promised the answers to why lousy service occurs and how to fix it. If you didn’t read part one, stop now, and go here: http://www.gitomer.com/articles/View.html?id=16282
The answer revolves around four words you already know: “positive attitude” and “personal pride.”
Let’s start with a little background…
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.
• They don’t pay me enough.
• They don’t understand me.
• Benefits suck here.
• I have my resume in five other places.
• 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 dedicated 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 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.
• Personal pride must be more powerful than pay.
• Personal pride must be more powerful than your existing job.
REALITY: If positive attitude and personal pride are present, then service, even great service, is possible. And vice versa.