“Don't mix between my personality and my attitude because my personality is ME and my attitude depends on YOU.” – Author Unknown
You might as well grab a fresh cup of coffee because it looks like I may be working up to a mini-rant today. (grin)
I have been seeing this quote about attitude floating around the social networks lately and every time I see it, it drives me crazy. It’s like fingernails scraping down the entire chalkboard. (Do people still remember that sound?)
This belief can play an important role in destroying a small business and it can certainly play havoc with the concept of excellent service.
My attitude is MINE and you may NOT have control of it.
If you come to me screaming, cussing and stomping your feet about some perceived injustice and I respond with disrespect and anger, we both lose.
Yeah, it really is that simple.
The best management and service I have ever received was when I totally lost my cool with the cable company. (Yeah, I am not proud of that moment.) It certainly wasn’t the fault of the rep on the phone but I took it out on him. He could have allowed me to ruin his day. He could have taken on my attitude.
He chose not to.
I should have known what he was doing when he used a method on me that I used to teach (Zig Ziglar) but it didn’t seem to matter.
“I understand exactly how you feel. In fact, if I was going through what you are right now, I would feel the same way. What I have found though is the best thing we can do at this point is to immediately find a way to solve this for you.”
He took a cranky old lady and totally turned her around through his calm voice, kind words and extreme patience.
He also earned a fan for life.
This isn’t just a good way to look at business though, it’s a way of life.
We have heard it a thousand times before but maybe to it time to take a close look inside until we truly believe that people who least deserve our kindness, need it the most…
J. Cricket Walker of CricketWalker.com