In an earlier blog I touched on the great service I received from my local police after break-ins at my home and it got me to thinking what exactly the cops did that helped to soften the blow for me by responding as they did.
I came up with quite a list on which all the points actually apply to every situation where you have a client and a service provider. How many situations are there where you don't have both sides of the equation?
Think you (client) and your domestic worker (service provider). Think you (service provider) and your partner (hungry client at dinner time)! Think your child's teacher (service provider) and you (very angry client) and so on........
We need to stop and look around us and actually evaluate the service we give to others as well as that we receive. Good service is what makes the world go round. Bad service is what makes it teeter on its axis or simply stop. And service permeates every corner of our lives.
What kind of training do we receive both formally and informally? Where are the training manuals? Something that takes us out of our normal routine and gives us the chance to go back to basics. A break which affords us the opportunity to take a long hard look at what kind of service we are dishing out or receiving without noticing the effect is has on us and those around us.
I tend to be fairly cynical. Why would I need training for a job I have done for the last twenty years? I know my stuff and who are you to complain if I have gotten a little sloppy. You are still alive and so am I! Actually, YOU are only still alive because you aren't the check-out lady at my local grocery store. You've probably met her though......the one who doesn't deign to look up as you mutter your standard "Good morning!" followed by a less cheery "How are you?", both of which are met by complete silence. Is she deaf? Have I got bad breath? Am I imposing by getting her to ring up my ever more expensive basic food items?
NO, NO and NO!! She needs a firecracker inserted somewhere and you need to be more assertive (and maybe a firecracker of your own). Make the effort to complain about how ridiculously uncomfortable she has made YOU feel, a visitor to HER home!!! Suggest a good training course she could go on, a holiday she might take, in fact anything that gets her and her attitude out of your local store or ...... you could just not come back and how would anyone know? Except you are inconveniencing yourself simply because you have become as apathetic as her. Do something about poor service! Now!
Staff Training - Keep it Real