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Galesburg, IL |
April 20 |
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Kenosha, WI |
April 21 |
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April 22 |
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April 23 |
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“Treat every customer as if they
sign your paycheck, because they
do.”
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Dear Glenn,
I have a few co-workers who
view my "emotional control" in the workplace as lacking,
though this has never been addressed with me directly.
I work in a company where there is constant change and
need for adaptability.
I'd like to remain with my company for many years, and
be considered for future advancements.
But if that is not the plan, then be an outstanding
candidate for future job prospects.
So, how does a person improve their "emotional control"
skills?
Emotional in Illinois
Dear
Emotional,
You’ve taken the first step by
acknowledging the problem, and expressing a desire to
fix it.
Meet with your boss, and tell him or her that you want
to be considered for promotions, but know that you have
this issue, and would like help with it.
Being proactive like this is Stephen Covey’s #1 habit in
The 7 Habits of Highly Effective People.
You might also want to pick up a copy of Don't Let
Your Emotions Run Your Life by Scott Spradlin.
I haven’t read it, but know that it addresses how to
replace "high reactions" with more appropriate
responses.
Thanks
for your question.
Glenn in Nashville, TN
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Glenn's Personal Blog
Click on the gold
pen to see what Glenn's on a
rant about now |
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A woman who attended
my seminar at the University of Central Florida in Orlando asked
how much “disrespect” her employees should be expected to put up
with from customers.
The answer is “a
lot”. The customer is King,
even when he behaves badly.
Because companies are
paid to serve their customers, and employees are paid to serve
their companies, all employees serve the customer.
The woman in Orlando
responded, “So if I told you to get on the floor and bark like a
dog, would you?”
Without answering her
question, I got on all fours and growled like a Rottweiler,
yapped like a Chihuahua, and asked if she’d like me to purr like
a kitten too. (Glenn’s #4 Rule of Customer Service: Under promise and
over deliver).
She responded,
“That’s insane. Why would anyone humiliate themselves like
that?”
The answer is three
simple words: “Clarity of Purpose”. I didn’t go to
Orlando to make friends; I went to make money.
Succeeding in
business requires choosing between the size of your ego and the
size of your bank account.
That doesn’t mean
putting up with outright abuse from customers, but it does mean
you have to behave professionally even when your customer
doesn’t.
When a customer yells
at you, you don’t get to yell back.
When a customer lies
to you, you don’t get to call him a liar.
When a customer calls
you names, you don’t get to call him names.
Customers will forget
what you say, but they’ll never forget how you made them feel.
(Glenn’s #2 Rule of Customer Service).
And how well does
this work?
The woman I barked
for was the first one in line at the book table at break. As she
handed over her Visa card to buy my $400 management program, she
said, “I wasn’t going to buy this, but anyone that insane
has earned it”.
Insane or not, I’ll
be glad to bark for anyone who wants to pay me $400. It was the
most profitable 10 seconds of work I’ve ever done.
And it’s why my #10
Rule of Customer Service is “Customers may not always be right,
but they must always win”.
To Your Success,
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