The service business is rough – we expect employees to put the most into and get the most out of every customer interaction. It’s not what you do, but how you do it that counts. Think about the best interactions you’ve had with a food server, bartender, retail salesperson, or call center agent in the past year. The best ones stick in your mind because they are attentive, always smiling, make lots of eye contact, look like they’re having fun, and leave you feeling good. The worst ones are obviously just going thru the motions – they don’t want to be there and the look on their face and the body language they use are loudly shouting that message. It’s like this: it takes the same amount of time and energy to do something right or wrong, meaning if you don’t do it right it’s because you don’t want to. Ok – there may be times when someone’s not into it – maybe they’re sick or distracted by personal issues: that’s what paid time off is for. Because, if you can’t do it with feeling – don’t. Make that the standard and let your employees know that those are the expectations of the job. Then it’s up to each employee to have the integrity to reliably live up to the standard of doing it with feeling today.
Patsy Cline (born Virginia Patterson Hensley; 1932 – 1963) was an American singer. One of the most influential vocalists of the 20th century, she was one of the first country music artists to successfully cross over into pop music.
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