“I used to be a people person…but people ruined that for me.” I recently read that quote, and thought it was very funny. Then, it occurred to me that there are people who actually feel that way. Yet, they have jobs that require them to serve customers all day. More specifically, some
Every patient in every hospital is in a rather strange position. They need the services that the hospital and healthcare providers are giving; but they do not want to be in a situation where they need healthcare in the first place. For the most part, people don’t “enjoy” getting sick
When I think of empowerment, one word comes to mind: Independent. To me, independence means to be free…without restrictions. As an employee, I need to know that you (my manager) trusts and believes in me enough to empower me to serve with excellence. No, I don’t mean just having a clever mission
“If it weren’t for these customers, I could get my job done!” Believe it or not, I have heard that exact phrase on more than one occasion. Some people view the customer as an interruption of their work. In their minds, customers complicate things, cause stress, and get in the
Do all customers deserve great service? What about those who always find something to complain about? How about those who never tip…or never say “thank you”…or never seem to smile, ever? Up to this point, most of my writing, consulting, and training have always been based on the premise that
Some people don’t like where they work…at all. They may even despise who they report to. And since their work environment is so “toxic”, they choose to withhold their best quality of work. “THIS PLACE does not deserve the best I have to offer. I will come to work, only
From this day forth, I will be ashamed if I intentionally give anything less than my best. I have value, and was not put on this earth to begrudgingly exist. No, I was put here to make a meaningful and positive difference in the lives of others. Every book I’ve
“As long as it is legal, ethical, and moral, find a way to make it happen”. That was the directive which was programmed into my brain very early in my career. I remember it vividly. It was on my first day of work at new employee orientation at the Ritz-Carlton,
Some people believe that they have a limited supply of kindness. After the first ten people, for example, their “smile reserve” will dry up, and there will be no more smiles for anyone else. Their “anticipate needs” reserve will be empty, and their “learn preferences” reserve will be depleted. They
“If I have no other qualities, I can succeed with love alone. Without it, I will fail though I possess all the knowledge and skills of the world. I will greet each day with love in my heart.” –Og Mandino It’s about your heart. With all I’ve written about touchpoints, anticipating needs and
*This article is based on my real events, and it is my hope that everyone, in any industry, will be able to find nuggets of learning throughout. (My voice) To the clinic receptionist: Just who do you think you are? I don’t even want to be here and your indifferent demeanor
“How can I make my employees work like they own it?” That is the question I often get from well-meaning leaders who hope to create a strong service culture. Well, the honest answer is that you really can’t MAKE anyone work like they own it. You can, however, create an
