EagleTribune.com, North Andover, MA


March 10, 2013

The secret of lousy service and how to fix it

Last week I promised the answers to why lousy service occurs and how to fix it. If you didn’t read part one, stop now, and go here: http://www.gitomer.com/articles/View.html?id=16282

The answer revolves around four words you already know: positive attitude and personal pride.

Let’s start with a little background.

Here are the reasons or feelings that negatively affect your attitude, and reduce or eliminate the power of your ability to serve at a superior level:.

My boss is a jerk.

I hate my job.

I hate my coworkers.

I’m too good for this.

They don’’t pay me enough.

They don’t understand me.

Benefits suck here.

I have my resume in five other places.

I can’t wait to get out of here.

ANSWER ONE: There’s a two-word secret to service response: positive attitude.

Positive attitude, defined as the way you dedicated yourself to the way you think, is the beginning point of service.

Positive attitude is not what happens to you. It’s what you do, and how you respond to what happens to you. That is the essence of service.

Positive attitude must be the first part of any training program, or the rest of training will fall on deaf ears — or worse, existing negative attitudes.

ANSWER TWO: There’s a two-word secret to the service process: personal pride.

It’s not how you feel about the customer, it’s not how do you feel about the circumstance. It’s all about how you feel about yourself. Your personal pride.

Personal pride should give you the incentive to be at your best, respond at your best, and serve at your best at all times.

You’re not doing this for other people, you’re doing it for yourself. Once you understand that, great service not only becomes easy, it actually becomes fun.

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