February 17, 2016 – Vicki Pero – Insights
Did You Make Someone Smile Today?
I came across an article about positivity at the beginning of this year, and it recommended keeping a joy jar. The way this is supposed to work is that you place a jar in a prominent location in your home at the beginning of the year and each time you experience a happy moment, write something down about it and place it in the jar. I decided to try it, and I’m well on my way to filling up the jar with large and small positive experiences. It’s funny how a small thing like this can raise your awareness about how people behave towards one another and also how many little positive things happen to each of us every day.
I’m developing a customer service training program for one of our clients right now, so it’s easy for me to connect my joy jar to the ongoing pursuit of every company to deliver exceptional service. Whether you interact exclusively with coworkers or provide service to your company’s customers, you have the opportunity to impact others in a positive or negative way each and every day. The collective efforts of your team affect your company’s product or service either way. Here are a few ways you can make a positive impact on your workplace:
- Say yes! It’s simple and easy to shut down the ideas of others. It ends a conversation, maintains the status quo, you get the idea. If you look for opportunities to say yes, you will become known as a team player who wants to find solutions to problems with coworkers and customers.
- Greet others. It’s so easy to pass people in the hall without acknowledging one another. It can also become routine to begin assisting a customer without any sort of initial acknowledgement. Say hello at the start of every interaction, even if it is just in the hallway.
- Acknowledge accomplishments. A common expression in the parking industry is that no news is good news. We have come to expect that we will only hear from clients and customers when something goes wrong. We don’t want to be guilty of this inside the walls of our own companies though! Recognize accomplishments large and small. A recent McKenzie survey found that 67% of respondents valued praise from their hiring manager over non-cash incentives and financial rewards. A SHRM study found that peer to peer recognition is 36% more likely to positively impact financial results than just manager to employee recognition.
I’ll leave you with a quote about customer service that is both funny and makes an excellent point:
You are serving a customer, not a life sentence. Learn how to enjoy your work. ~Laurie McIntosh
To learn more about how to develop customer service culture, contact The Marlyn Group at firstname.lastname@example.org. uDrive subscribers have access to several customer service training program templates in the Training & Ops Support library.