Help Your Company Develop a Great Service Mentality – part 3

The fourth most desirable trait to have a great service mentality is Resiliency. Are you surprised by that? Here is a definition: Rebounding; quickly regaining spirits or health after misfortune or illness. Think about that for a moment – when something ‘bad’ or ‘negative’ happens, are you able to shake it off and move on or do you allow it to taint your future interactions? Even if it only affects the next interaction, it is one too many!

Have you ever had a clerk that was mistreated by a customer and, when it was your turn to be helped, they were silent or cranky? You might have felt sorry for and identified with that person, but did you admire them or appreciate the way they handled your transaction? Did you feel appreciated?

On the flip side, have you ever witnessed the same type of event and, when it was your turn to be helped, you were amazed to discover the clerk was as cheerful and helpful as if nothing had happened? Didn’t they get on your mental list of great professionals?

Making sure we make a concerted effort to let things roll off (our shoulders) and roll on (doing our job) with the service we are providing is an important way to develop a great service mentality. Believe me, your customer will not really care you had to cancel your movie date with a friend to cover for a coworker that called out. They will, however, appreciate your cheerful good humor as you help them. Choose to be Resilient!!

One more thing… If you are a manager, always recognize and encourage your staff for being resilient. They will love the fact that you noticed and appreciated the effort it took!

Balance is a trait that helps us to provide a good service for the customer while protecting the financial investment of our company. There is a balance between pleasing a customer and losing money for our company. Sometimes the customer’s demands or expectations are simply unreasonable and cannot be met. Is the customer always right? No, but the customer always thinks they are right.

A great service mentality is developed by constantly trying to maintain that balance of fairness. The best way to gauge ourselves and our staff’s ability to have consistent balance is to ask for each other’s opinions and have conversations so that everyone is able to enter into the process. Finding the right balance for you and the company will help maintain the right balance and help everyone to have a great service mentality. This will also create a consistent environment so that your staff can feel comfortable in how they handle an issue or help a customer.

The Golden Rule can definitely be applied to the area of responsibility – be as responsible to others as you would expect them to be responsible to you.

Deb Crown
TowneAnswering.com

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.