In the modern
organization, everyone has “customers”
internal and external. Star performers go
out of their way to make themselves
available to serve their clients, especially
during crucial moments. Stars also help
their clients to look good: for example,
doing something that creates a visible
success for the client (internal or
external). To shine at service we need to
monitor the satisfaction of customers, not
waiting to hear complaints but freely
offering information that might be helpful
without self-interest motivating the
gesture. This lays the groundwork for a
trusting relationship, one where the client
or co-worker will feel a positive regard and
start to see us as a source of reliable and
helpful information-elevating the
relationship above one simply of buyer and
seller.
The shift
toward making the customer’s needs the
center of the relationship goes hand in
glove with having a friendly emotional tone.
This is crucial in handling disgruntled
customers. How customers feel when they
interact with an employee determines how
they feel about the company itself. In a
psychological sense, the “company” as
experienced by the customer is these
interactions. Loyalty is lost or
strengthened in every interaction between a
company and its customers. To paraphrase
business maven Peter Drucker, “the purpose
of business is not to make a sale, but to
make and keep a customer.”
Hardly a day
passes without the word “attitude” entering
a conversation. It may be used as complaint
or a complaint. It could mean the difference
between a promotion or a demotion. Sometimes
we sense it, other times we see it. Yet it
is difficult to explain. The attitude is an
inward feeling expressed by behaviour. That
is why an attitude can be seen without a
word being said.
Since an
attitude often is expressed by our body
language and by the looks on our faces, it
can be contagious. Psychologist/Philosopher
James Allen states “A person cannot travel
within and stand still without.” Soon what
is happening within us will affect what is
happening without. A hardened attitude is a
dreaded disease. It causes a closed mind and
a dark future. When the attitude is positive
and conducive to growth, the mind expands
and the progress begins.
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“Do you feel the world is treating you well? If your attitude toward the world is excellent, you will receive excellent results. If you feel so-so about the world, your response from that world will be average. Feel badly about your world and you will seem to have only negative feedback from life.”
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-John Maxwell
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