Poor service begins with lousy training

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 More

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Poor service begins with lousy training

Posted 3/18/13

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 co-workers.

• 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 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.

Here are a few guidelines to make personal pride more easily understood:

• Personal pride must be more powerful than feelings about boss or company.

• Personal pride must be more powerful than pay.

• Personal pride must be more powerful than your existing job.

REALITY: If positive attitude and personal pride are present, then service, even great service, is possible. And vice versa.

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