I often coach new managers and the first thing I tell them is to walk the floor and interact with employees – talk a little and listen a lot and everything you need to know will be learned there. And don’t scowl (like many think they need to do when promoted) – that’s perceived as arrogance; a smile lets them know you’re proud of your position, approachable, and intent on doing a good job. Far too often managers are called suits from upstairs, as though they’re not in tune with regular workers – put that to rest by being emotionally intelligent: aware and interested in what they have to say. Sometimes they just need to vent so go with their agenda and always get back to them with answers to their questions or concerns. That will allow them to be heard and you to help shape how they feel about the company, you, and management in general. The more you do this the more your smile will become contagious and that’s the message you want to convey. And the prouder you are of them influences how proud they are of themselves. Bottom line: that’s the best way to affect the customer’s experience and satisfaction today.
Mason Cooley (1927 – 2002): American educator (French, speech, world literature) and aphorist known for his witty sayings.
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