Taking the Lead in your work group !

Have you ever thought how much the "culture" of your work group influences your work? The day to day interactions of the members of the work group do have an influence.

In academic circles we learn that the "top" students" are often categorized as nerds. Of course when they do well in their careers they are admired and lose the nerd tag.

Most work groups do a good job of "leveling", that is making every member of the group toe the line and imitate the "common value" of the group. This has a positive or negative affect, depending on the "outcomes".

You will not have a "Culture of Service" if it is not seen as a value. If other values take front seat, then the value of service will not shine.

Think about taking a lead position in your group. If, it helps, remember the story of "Rudolph" who was called names and laughed at; an example of leveling. As the story goes things are transformed when Rudolph uses his talent.

If you have knowledge, skills, and abilities be sure to optimize them ! Your concern for service will shine thru!

HOW CAN WORK PROVIDE SATISFACTION?

Believe it or not I had a free latte at Bloomingdale's this week, but it was the experience that I remember. As Christmas approached I was out shopping when the lady behind the coffee machine asked "Would I like a latte?"

I answered, that if she might be so kind, that I would be delighted. Her response: "Of course, that is my job."

What struck me about her response was her direct connection to her job. She understood that she had a purpose to fulfill and was happy to do it.

Today's worker can choose to identify with the purpose of their work and contribute to success or can choose to go through the motions and return home, after work, uninspired.

What I refer to here is the direct connection between working with a purpose and satisfaction.

When a worker identifies with the goal of the company there is synergy. You feel that you are part of something. You contribute to achieving the goal and lo and behold you have a better outlook on life.

Customer Service Hits the Skids

Have you noticed? Is there meaning within the world of work? Despite all the efforts to keep the customer as the center focus of employees; and the loss of jobs in a difficult economy, customer service is losing ground. Price is now king. Show me the discounts says the consumer. Mail me the coupons and perhaps I will shop at your establishment says the shopper. These are the concerns of today's consumer.

Customer service has been relegated to being a frill. It has been trivialized.

The experience of the customer is second to the vested self interest of the shop keeper. The vested self interest is to stay in business. Focus on moving the product. Keep up the cash flow. Offer the discounts.

If you are lucky to be a member of the work force, you are looking around and assessing if you are to be the next layoff victim. Times are tough.

When work force morale is low it effects the business. This tough scenario leads me to ask if there is not something more than the simple transaction, of the exchange of a product for a few dollars? Perhaps it is best to contemplate that when you are stripped of all the fluff, it does come down to who you are as a person. Is there satisfaction in service? Do you find meaning in giving of yourself?

Now is when you ask yourself if you are a professional. Now is when you ask yourself if the business transaction is really a human event and the money is secondary. Can life within the economic relationships have meaning? Can you enjoy going to work?

Providing service has its own rewards. A friendly disposition gives you a positive aura. The sun will come up tomorrow. Remember in the beginning and the end it is about who you are. Choose to relate and relate well. Being human is not a matter of economic well being.

Boost your energy

Customer service is not a walk in the park. It requires 'inner drive' and a sense of purpose that you share your personal character when you interact with the customer. It is interesting to note that your initial encounter with a customer is an encounter with a stranger. Despite the fact that you have no previous connection you have the responsibility to practice the three 'E's. You need to display Energy, Enthusiasm, and Engagement !

To interact with a customer it is your duty to display energy. Perhaps it may be better to describe energy as 'spirit'. If you do not display energy you do not display interest in the customer. Don't be laid back when you meet the customer. Take the initiative and introduce yourself. One of the best ways to get started is to introduce yourself and let the customer know your name.

If you believe in your product you will have enthusiasm to describe its many functions and how it can serve the needs of your customer. Your part is to describe with gusto the worth of the product. If the product is a good value, then say so! If the product is on sale, then point out what a great opportunity is offered today!

Engagement is the opportunity for you to identify with the customer and enjoy with them the shopping experience. An easy way to engage is to point out how wise the customer is to purchase your product or visit your establishment. Many practitioners of customer service realize that when you get the customer to talk about themselves they like you. They have a good experience because you listen to them. Engage your customer. You will see results.

You Control Your Attitude

It is not fair that the customer is always right when you are on the receiving end of nastiness. On the playground you may have learned that a bad attitude should be met with toughness. The mistake for customer service personnel is to emulate the bad attitude that some customers display.

While customers may be 'out of control' you are always in control of your own attitude. It is always your choice to master your own attitude and display an attitude of service. Remember that is in your best interest to be an excellent company representative that reaps the rewards of repeated business. As I have stated in an earlier blog it is the customer that pays for your 'paid holiday' and you want the repeated business.

It is called gaining an 'edge'. Despite a competitive market place, price is not the only influence.

The 'total' customer experience is based on a repetitive experience. The customer learns to expect a certain experience, that although that experience is subjective, it is real.

Even today Macy's in Chicago suffers from a failure to fulfill the subjective experience of shoppers that the staff at the old Marshall Field's store satisfied. Many shoppers at Marshall Field's store were nasty, but all the employees' of the store knew that you went the extra mile to assure that the customer experience was positive. They chose to display an attitude of customer service. You too choose your attitude. Choose a positive attitude and you will excel.

The Magic of Supporting Your Customer

If you are looking to add something special to your customer relations there is a special word for you. It is reassurance!

Who does not want to be supported in the good decisions that they make? So if you want to excel at customer service look for the opportunity to reassure your client. In effect, you are being supportive of their choice of your product or service.

You do it by voicing supportive and complimentary remarks. Phrases such as "That was a good choice," or "This is a good purchase" or "You have made a wise choice" are all reassuring. If you have offered a discount you may remark about the great value they have obtained through their purchase.

If you think about it, customers are involved in decision making. Obviously they want to make a good choice and spend time comparing prices and quality and value for their dollar and expect a modicum of satisfaction. Your job is to re-inforce that they have done well. You need to tell them that their decision making has paid off.

If you have staff members that work for you, they too want to be reassured by you. They want to know that they are performing well. Make it a point to tell them something like this: "I want to reassure you that your are making a good contribution to the team." Or you can state it this way: "I am constantly reassured by the quality of your contributions towards the attainment of our goals and objectives."

If you are a teacher or a coach you may want to remark: "It is reassuring to see that practice is paying off for you."

Look for ways to reassure others. When you do it will begin to create an "aura" about you that is positive. People will look forward to being around you. They will want to return and be your client again.

Is your Ego an Impediment to Your Success?

When you work for a company or an organization it is important to realize that you contribute to the well being of the company. Too often the employee looks at the employment relationship as a one way street. The worker wants a pay check and that is it. Vested self interest rules.

If you want to be a success, contribute to meeting the goals and objectives of the company. Your need fulfillment, in this case, sustenance, is best met by your clear understanding that company success boosts your success. Therefore consider clearly each day that you are working for the good health of your organization. Learn the goals and objectives of your company. Talk about them when you relate with your customers. They will be happy that you are working with a purpose.

Good health is built on good relationships. Your role is to build excellent customer relationships. You want to consider, what can I contribute to improve the image of my company. Is my company distinguished by what I do?

Take some pride in standing out in the performance of customer service. You will find it satisfying. Too often workers, instead of working on the improvement of customer skills, gripe about the customer. Turn the table and realize that the one variable that you control is your own work. Invest in yourself and acquire customer relation skills.

Try this. Pick out a customer relation skill, for example, offering to serve. Go up to your customer and ask how can I serve you today. Then listen. Let them know that you are happy to be of service. Do this for a week until it becomes a routine. If you surprise them with your acumen, so much the better. Keep repeating this skill until it becomes second nature. You will find that you set your ego on the side and concentrated on the other. You will be well received.