When you know your organization has a reputation for poor service, you need to double your efforts not to perpetuate that impression. When it’s a for-profit company, you can easily lose customers as the bad-word-of-mouth spreads.
But what if your organization is a non-profit or government agency that serves the public? What do you have to lose if you don’t try to upgrade the public’s perception?
When we do activities that others may see as altruistic, we typically get back at least as much, usually more, than we give. I noticed this during my recent visits to Thai and Cambodian orphanages and schools I support through the Together We Can Change the World Foundation.
I was asked to contribute to SupportIndustry.com’s best practice white paper, “2013 Agent Playbook: Best Practices For Optimal Performance.” If you’d like to have a copy, just email me. (My contribution is on page 7.)
Recently I spent a few days with a young, bright woman. But her constant attempts to prove she was the smartest person in the room backfired. The more she tried to one-up others, the less smart she was seen to be.
I was delighted to speak on “Effectively Growing Your Key Talent” at the Singapore HR Summit. One session had about 800 smart, interesting HR professionals. I look forward to the next time I’m invited to speak at this premier event.
My South African friends kept complaining about how bad service is in their country. They shared several examples to which I said, “I’ve had similar experiences in various countries. But I’ve also had stellar service here and in other places.”
In Cape Town, the Stonehurst Guest House provides simple, clean lodging in a lovely Victorian home with a central courtyard. The owner, Jan, is a kind artist who has run the inn for 30 years. Dan, the manager, and Maureen, the housekeeper, are friendly and accommodating. I chatted with each during my 3-day stay and found them friendly and helpful.
But it was something Jan did that made me go “Wow!”
Since you were a tyke, you’ve often heard the adage, “Honesty is the best policy.”
So, is honesty really the best policy?
Traditional advice is to set stretch goals, a tad beyond what you believe you can achieve, then celebrate when you’ve achieved them.
I set up a new account at my bank, which meant I needed to create a new online user name, password, etc. The setup email said to put a “9” in front of my tax ID number on the online banking screen. I did. The system would not let me proceed.
Frustrated, I called customer service. The rep was very nice and told me to put a 9 in front of my tax ID. I told her I’d already done that. She asked if I’d wait while she checked the procedure. She returned and instructed me to put *two* 9s in front of my tax ID. I did. Still no go.