Performance
Performance is the key to your longevity in business. If you are in business, then you have put your reputation on the line as a performer that can get the job done. As you continually prove to your customers that you can perform, they will beat a trail back to your door when they need the service or product you provide. If you do not perform and have an unconcerned attitude for performing, then fold your tent, it's just a matter of time.
Over the years I have been a witness to many varied personalities and attitudes in the service industry. Here are some examples:
1 - I have seen megalomaniacs who wanted everyone to know that they were God's gift to their field of expertise. One such technician worked for me. He was a very intelligent person but could not perform when it came to customer or other employee relations. When I finally terminated him he was completely offended and questioned my decision, as he put it, "You don't want to work with me anymore?" This was after I had presented 2 pages of customer complaints that had been discussed previously to no avail. He just couldn't get past his own greatness. To my dismay, I waited too long to get this done and lost some business in the process.
Another such individual was a business owner. He was a friend and a very intelligent person. But his visions of grandeur about who he was became a flaw that he could not overcome and led to his company's collapse because of his non performance with his customers.
These types of individuals are not willing to do whatever it takes to perform and provide customer service. In their world they are right every time and in all situations, and this leads to a less than acceptable performance level.
2 - On the other hand, I have seen people enter the workforce with no background in our business and become outstanding service performers because they realized that the most important aspect of our business is our customer. As we said last time, it all begins with attitude. The attitude to learn the business and perform for the customer is a gold mine for a small business owner when he finds this individual.
One young man came from the retail industry as a store manager. He had no technical background or computer skills. My concern was how he would acclimate to the high tech world. His attitude and customer skills propelled him to eventually be our service manager, overseeing a team of technical service performers daily.
We have all had less than desirable experiences with service providers. Maybe it does not bother you as it does me or maybe you're not as sensitive to it as I. But when I see a waitperson or technician or delivery driver, etc with a frown or a trite attitude it really affects me in a negative way.
I realize that the situations in people's lives are many and varied and can very easily become outwardly expressed in facial and voice expression. But this is what we have been discussing; you must get past this and concentrate on your customer for the long haul. They have problems too. Don't provide an outlet in attitude and/or body language that potentially will ruin that relationship.
When a customer has a need, the good service performer goes to work to fill that need. If it's a product, they will provide it; if it's a service, they will get it accomplished; if it is working through a problem, their mindset will be, "It ain't over until I win!" The businesses that employ people with these attitudes will perform and be recognized as the best in their industry.
In the best seller Good to Great, Jim Collins writes, "When you combine a culture of discipline with an ethic of entrepreneurship, you get the magic alchemy of great performance." This is the prescription for maximum performance; the discipline of service excellence and the strong commitment to the work ethic. Mix them together and be proud of your service performance.
0 comments:
Post a Comment