What Customer Service Providers Can Learn from The Actors Studio
© Holly Stiel
Listening
Every actor host James Lipton interviews on the Actors Studio show, says that listening is a huge part of the art. They even go so far as to describe listening in terms of generosity. When asked what makes Robert DiNiro such a generous actor, the reply is inevitably that he is a wonderful listener.
In front-line service, listening is key. How many times do we as customers say something that is never heard by the service provider? You ask the restaurant server not to bring any bread and moments later a bread basket appears. A robotic, “How are you?” answered with, “I’m not feeling well today,” is followed with a robotic, “Have a nice day.”
Listening of course requires paying attention and being in the moment. That brings us to the next hallmark.
Being Present and Understanding the Context
Each acting scene has its own dynamics of physical and emotional space. The situation is similar for service providers working with different customers. If you stay present, then each “scene” has its own unique dynamic. When the focus is on the present moment, that is when magic can occur. Paying attention is a truly a skill that requires listening as well as asking questions.
When I teach professional concierge classes, I always emphasize that the job is actually not about answering questions but asking questions. Asking questions requires that we are present in the moment and able to listen to the responses.
Tom Cruise says that actors are given the lines, the scenes, the subtext. It’s what they do with them. Ultimately, it’s about improvising. What story do they want to tell? It’s the actor writing that subtext by being in the moment and allowing himself the freedom of the moment that causes everything to work.
It is the same with service providers. We’re given the lines, the scenes, and the subtext but it is what we do with them that makes all the difference.
Morgan Freeman suggests that what makes him a good actor is what he calls being a “peeker.” He says watching and observing people informs his art. Being present allows us as service providers to become observers, and it is from that place that we grow. That brings us to the next hallmark.
Personal Growth
Sean Penn describes being a performance artist quite succinctly. He says,“ If it was just about entertainment, you could get a pool cue and a few balls. It’s about human sharing, risk taking and personal growth.” Tom Cruise says for him it’s all about learning. Harvey Keitel says only cows are content. It is all about striving to get better.
Thinking of yourself as a professional, approaching your work from this vantage point guarantees personal rewards in addition to professional ones. Ironically, personal growth requires involving others. That brings us to the last hallmark of being a great actor and that is being a team player. next page >