I just returned from the Secret Service Summit in Cleveland and I am filled with great ideas. In fact, I filled a notebook with inspiration and have some things to share that were really standouts. Here is one of my favorite stories:
I have often heard it said that the only behavior you change is your own and I believe that is some seriously profound wisdom. It applies to changing your attitude and the way you look at some of the annoying situations we service providers have to deal with from time to time.
One of the major button pushers for most frontline service professionals is people talking on their cell phones while expecting to be served. Granted, it is rude, but in the living of the theory that the only behavior you can change is your own, taking the annoying behavior and working around it is truly demonstrated by the difference in these two approaches.
In the first scenario, a sign is posted on the service desk with the following message, “Finish your cell phone conversation BEFORE approaching the counter.” In the second scenario, a service provider distributes pens and note cards with this message, “DON’T HANG UP. We know your call is important to you, so please fill out your request, continue your conversation and we will happily take care of your request.”
I know there will be push back by people thinking we should not condone such rude behavior and yet teaching customers how to be polite is not our job. (Over the top abuse is different. Being on a cell phone is in the annoying category.) My guess is people, when given permission to be on their cell phones, will take note and complete their conversation in order to successfully complete the transaction. If the transaction is all they want and they are oblivious to anything else, so be it. It isn’t personal. Cell phones are not going away. We can choose to be annoyed by them or to work with them to make it work for everyone. As John DiJulius says, “You can focus on the things you can’t control or you can focus on the experience.” You are at choice.
A few “Keepers” I really loved
- Be the best part of someone’s day!
- Two words to change your life in any situation — GIVE MORE. (You feel so good about yourself that it is actually the most selfish thing you can do.)
- You get what you tolerate.
- Incentives will never get the wrong person to do the right thing.
- Amateurs practice till they get it right. Pros practice till they can’t get it wrong.
- Nothing more unequal than the equal treatment of everyone (meaning are customers are not all the same!)
- The taste of the roast depends on the hospitality of the host.
- Time is the currency of experience.
- Filling a task with intention changes the experience completely.
- Out love the competition!