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"Peak performers and high achievers have a bias
to action." So says Bill Cole, MS, MA, known as
America's Mental Game Coach. According to Cole, who
coaches Davis Cup Tennis Players, Olympians and executive achievers: "high
achievers can't wait to get started, they want to take action now, have a
can-do attitude, and a 'good as done' vision of success that drives them." Moreover, according to Cole, who just returned
from coaching at the US Open, "peak performers consider their success a
done deal and act with confidence, starting projects now and adjusting as they
go along." The same holds true for the best customer
service practices. For example, the best customer servers: ·
See a need and fill it (exemplifying this same 'bias to action') ·
Anticipate a problem and head it off (proactively serving) ·
Don't rest on their laurels or reputation ("standing
pat") ·
Are always looking for better ways to serve their customers
(continuously refining and improving) ·
Respond immediately to serve customers in need It is said that there are two types of people in
our world: Those who make it happen (demonstrating this bias to action and those who let things happen to them
(the passive set). Those in the latter group, who 'lay back and
wait,' are wont to ask "what happened?" as their customers migrate
toward those more biased to action.
Make sure your service staff is biased to action. Can you answer these
questions about your own staff: ·
Do they anticipate their customers' needs? ·
Are they poised to serve? (If not, they'll swerve instead of
serve.) ·
Are they trained and empowered to act independently without supervision
or permission? The
Ritz-Carlton hotel staff is not only trained to serve, but empowered to rectify
problems wherever and whenever they are found. Each employee, at any time, is authorized to spend up to
$150 per guest to fix a problem or rectify an unsatisfactory situation to the
benefit of a hotel guest. The
results: Instant action! No
excuses such as "I don't have the authority…" or "it's not
my responsibility." Your staff should similarly be biased to action
to solve problems, improve systems, train new personnel, and enhance customers'
experiences in any number of ways.
Once you are biased in this way the opportunities to serve
multiply. The difference is in
one's orientation. When you are
looking for ways to serve customers they suddenly appear, in little and big
ways. Customers pine for staffs that are more than
pledged to serve, but poised to serve.
Help your staff be biased to actionand the reaction of customers will be
great. As they say in Hollywood...lights, camera, ACTION! © Copyright 2001 Craig Harrison. All
Rights Reserved. Craig
Harrison is a speaker, trainer and communication consultant who makes customer
service and communication fun and easy.
Contact him at (510) 547-0664 or through Craig@ExpressionsOfExcellence.com for help in improving
your customer service orientation and communication skills. Visit his website
at www.ExpressionsofExcellence.com for
more resources and solutions.
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Click here to read about Craig's customer service programs and presentations.
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