Last year, I chanced to overhear a young man, obviously newly employed after graduating from college, talk with a friend. There was a note of both pride and disbelief as he described how some of his customers had written, unprompted by any forms, glowing reports about his work to his employers. Of course, the bosses had passed the notes along to this newest hireling.
Modestly, he told the listener that he was just doing his job. The notes complimented his politeness, his ability to listen to their needs, his willingness to help them find the perfect item, and above all, his respect for them, not only as a customer, but also as a person.
The term “incredulous” did not begin to describe the young man’s puzzlement. Wasn’t he doing what everyone does? Isn’t this the way the real world works?
Is it?
Years ago, companies emphasized good customer service as well as good quality of products. As times sped up with the help of technology, quality gave way to built-in obsolesce and good customer service diminished. When was the last time anyone felt as if big business practiced the old adage, “The customer is always right”? Of course, customers change, too. Irate behavior from a customer does not automatically prompt a courteous response from an employee.
Obviously, small businesses still adhere to old fashioned values. They appreciate both their customers and employees.
However, giant companies, even if they have committed an error, often refuse to stray from their set policies. Years ago, people, who stayed with one company, were awarded a gold watch at the end of their working career. These days, moving from company to company to advance one’s position and raise in salary is the norm with many employees. Loyalty within a company is no longer a prized trait. Neither company nor employees appear to value such attitudes. Everyone is dispensable.
So, we find customers praising that soul who displays respect toward his/her customers. Of course, all companies always welcome praise over complaint. In fact, we all, in all phases of life, appreciate positive, rather than negative, attitudes and words.
The authors of one of the most popular management training books of all time have released an updated version, The New One Minute Manager. While the one-minute philosophy hasn’t changed, technology and all the changes it brings requires some different approaches. Authors Ken Blanchard and Spencer Johnson teach readers three important secrets. By limiting evaluation sessions to less than five minutes, managers can work wonders. Spend the first one minute praising a true admirable trait within an employee. Praise opens his mind to hear the second point, a one-minute concern. The third minute discusses ways both the employee and management can improve the company. Often the third minute can grow into five, ten, fifteen minutes when all are invested in improvement. We all can improve.
Johnson says, “The power behind The One Minute Praising is caring. When you care about another person’s well-being, then take the time to notice when they’re doing something right and comment on it, people appreciate it. The key is to be honest. Don’t praise to flatter. Just take a moment to comment on something they have done that you value.”
Problems, wherever they occur, need to be resolved. No one advances by repeating the same mistakes time and again. And while we all benefit from constructive criticism directing us to look at problems in a new way, very few people are ever motivated by a tongue lashing. We see defenses rise immediately.
Hopefully, respect for others will accompany the young man the rest of his working days. I hope lots of people praise him along the way.
However in all phases of life - work, home, play - we, too, need to respect others and praise them. Name calling, bullying, bawling out, dressing down, cussing out, yelling at or belittling never affected a real change of attitude in another person. Respect usually does.
Happy Labor Day.
2020
Comments