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The Smiling Customer is You!

The Smiling Customer is You!

Lifehack for the day: Make your customer service experience vastly better for only the cost of your attention.

Here’s an example.

In meeting the demands of my coaching business, I fly inter-island frequently between four of Hawaii’s larger and most populated islands. I’ve racked up enough miles to normally access the up front aisle seat selections with my online bookings, and my road warrior habits are pretty fine-tuned at this point; I’m primed to dig into some mobile work I’ve packed to go within mere seconds of settling into my chair and buckling my seat belt.

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By the time the flight attendant begins their safety briefing I’m well into some project work I’ve brought with me. However once they launch into their briefing, I stop whatever I’m doing, look up attentively, and give them an audience.

At first they are just going through the motions pretty distractedly, for they’ve done it a hundred times before to scores of people who pay them no heed whatsoever. They are more like automated robots than breathing human beings, except that their discomfort is so visible. They’re rushing through it to escape the boredom and indignity of it all as soon as they possibly can, and their speeding hand motions do not match up to the voice over the cabin loudspeakers meant to accompany them. They can do the most unconscious things midstream, like chewing on a wisp of hair which flicked across their lips, scratching their noses, or openly frowning at some passenger who has irritated them, so confident are they that of the dozens of people facing them all eyes are turned away.

Sometimes they’ve become so wooden in their self-preservation they will never notice I am watching them, despite my choice seat selection in what should be their most direct view point. Completely oblivious to the voice still talking about the safety card in our seat pockets, they’re scrambling to return their oxygen masks and other props to the overhead bin where they get stashed, for that will mark the end of the entire distasteful affair for them.

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However when they do notice me watching and smiling at them, something else happens. The effect is always the same.

Initially, they continue at the same let’s get this over with pace, and their eyes warily watch to see if they’ll be able to hold mine or not. I acknowledge their gaze, and keep smiling at them, now a little brighter, and they quickly take in the astounding fact that I am not just as bored as they are —I’ve actually stopped my work, my looks important work, to pay attention! Amazing; I really am watching and listening.

Now they smile back, and they begin to slow down. The robot disappears, and I can see the warmth of their very human spirit begin to surge through them. I start to see why this person was hired as the appealing face of the airline, and for the next few moments their aloha has surfaced to bask in its glory. The safety briefing has become important again. They have become important again, and the entire dynamic has changed.

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What was the difference? I was. Not me specifically, but my attention and my respect for what they were doing. We as customers can make all the difference in the world; we can effect the warm and gracious customer service experiences we want by the way we ourselves engage and participate in them.

I love when I’m able to achieve this bright spot in the monotony of a flight attendant’s day. The minutes are so few, and the result so large. The entire flight seems to go so much better after that. Hawaiian interisland flights are barely longer than 45 minutes per leg, and it’s rare that I will need any service. However should the need arise, you can be sure I get served well; my now smiling flight attendant is watching to be sure I do.

In this holiday season, where great customer service gets increasingly harder to find in the frenzy of shopping’s busiest time, help those serving you to feel you care about what they do. You can make your own magic happen too.

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Rosa Say is the author of Managing with Aloha, Bringing Hawaii’s Universal Values to the Art of Business and the Talking Story blog. She is the founder of Say Leadership Coaching, a company dedicated to bringing nobility to the working arts of management and leadership. For more of Rosa’s ideas, click to her Thursday columns in the archives; you’ll find her index in the left column of www.ManagingWithAloha.com


More by this author

Rosa Say

Rosa is an author and blogger who dedicates to helping people thrive in the work and live with purpose.

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Last Updated on October 22, 2020

11 Tips for Maintaining a Positive Attitude Every Day

11 Tips for Maintaining a Positive Attitude Every Day

Maintaining a positive attitude is critical when you want to achieve anything or simply improve the quality of your life. Most success literature will talk about the power of positive thinking and how important it is, but it’s often easier said than done.

In this article, you’ll find 11 tips for maintaining your positive attitude no matter what’s going on in your life.

1. You Determine Your Reality

It’s important to realize that you determine your reality by the way you react to the outside world. When something happens, you get to choose whether it’s a positive or negative situation and react accordingly.

For example, if you lose your job, your first reaction will likely be one of anger, frustration, and hopelessness. However, what if you were able to turn those emotions around and look at that experience as an opportunity.

You now have the chance to find a job where you will be able to learn new skills and perhaps even be happier. And in the meantime, you have some free time to analyze what direction you want the next stage of your life to go in.

2. Start Your Day Strong

Most people have to drag themselves out of bed, and this sets a negative state of mind for their entire day. Positive people create a long-term morning ritual that reinforces how great life is and how happy they are to be alive.

I used to wake up and immediately turn on Bon Jovi’s “It’s My Life to get me into a positive mood. Now I start my day by reading or listening to something positive. Whether you have 1 minute, 15 minutes, or an hour to dedicate to your ritual, you can start the day in a way that helps you feel relaxed and ready for the day ahead.

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Cultivate a positive attitude with a great morning routine.

    3. Exercise Is the Natural Feel-Good Drug

    Exercise is a great way to maintain a good attitude because of all the positive chemicals it releases into the bloodstream.

    One study found that between groups who participated in high-intensity interval training, moderate continuous training, and no exercise, those in the second group experienced the greatest drop in depressive symptoms and stress[1]. Therefore, if you’re looking to exercise to help you feel good, get your heart rate up, but don’t push too hard or you may increase overall stress.

    Also, remember that exercise can include many activities. If you don’t like running, try dancing or kickboxing instead. Put on some upbeat music to kick up the positive vibes even more.

    4. Use Books, Audio and Videos to Overload Your Brain with Positivity

    There are millions of amazing books, podcasts, and videos for you to absorb from people who are inspiring and living the life of their dreams. Tap into their positive emotions and their experience by learning how they think and what they do to create the lives they want.

    You can do this in the morning or while exercising, eating, commuting, cooking, cleaning… there’s always time for positivity.

    5. Your Language Shapes Your Thoughts

    Little changes in your language can change the way you think and how you act. Whenever someone greets you and asks how you’re doing, do you answer with “fine” or “not too bad”? Think about just what this language is communicating to others… and yourself.

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    I always answer with “great,” “fantastic,” or “amazing.” Not only does this remind me that life really is great, but it usually helps the other person shift toward a positive attitude as well.

    Also, take some time to look at the way your inner voice talks to you. Is that language positive or negative? If it’s overly critical or negative, it may be time to tap into some mindfulness meditation in order to shift your inner critic to an inner cheerleader.

    6. Hang out With Positive People

    It is often said that you will have a similar level of health, income and lifestyle as the five people you spend the most time with.

    So if you want to be fit, then start to hang out with fit people. Want to start a business? Then hang out with business owners. And if you want to be positive, make sure you’re hanging out with positive people[2].

    7. Show Your Appreciation for Others

    By appreciating others for a job well done, their outfit, or their smile, you start to cause a positive chain reaction. Stop complaining and focus on all the good others are doing around you.

    Don’t you feel great when you receive a compliment from someone else? Well, if you want to receive more, then start giving them out and watch what happens to the people around you.

    One particular study found that people who sent letters of gratitude experienced significant increases in happiness scores[3]. If you don’t feel like writing a letter, send a nice text to someone who recently helped you out, or send an email thanking your coworker for always helping pick up the slack around the office. Whatever it is, take some time to show gratitude.

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    8. Garbage In, Garbage Out

    This is an expression from programming where the result is only as good as the input. If you’re feeding yourself with negativity all day long, then it’s pretty obvious you’re going to be feeling negative as well.

    A great deal of the media thrives on negativity. Put yourself on a negativity diet (including people) and watch how much easier it is to maintain your positive attitude.

    9. Stop Negative Thoughts in Their Tracks

    It’s hard to be a constantly positive person, and negative thoughts are going to bubble up from time to time. These will be more frequent in the beginning but can decrease as you practice the tips we’re talking about. When you start to notice negative thoughts, you can use a pattern interrupt to stop them in their tracks.

    The idea is to interrupt your current thought pattern and shift to a more positive outlook. One way to do this is to set a visual or auditory cue. It can be something as simple as a bracelet you wear each day or the sound of a car passing outside your window. Whenever you see or hear the cue, use it to shift your thoughts to something positive.

    You can learn more on how to shift your mindset and negative attitudes in the following video:

    10. Live With Gratitude

    So many positive things happen during our day, and we often ignore them while letting one negative comment or event ruin our mood. It can help to keep a gratitude journal where you jot down things you are grateful for each night or during the day.

    If you’re reading this, then you probably live with a roof over your head and food in your belly, which is a daily struggle for a large portion of the world. However, we often take these things for granted and don’t realize just how great we have it.

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    Try refocusing your thoughts towards everything you do have instead of what you don’t. One study found that reflecting on past experiences with a sense of gratitude can lead to increases in both hope and happiness[4]. That’s a great reason to give it a go today.

    You can find more ways to practice gratitude in this article.

    11. Recharge Your Batteries

    One key to adopting a positive attitude is taking the time to recharge your batteries. This might mean taking a few hours on the weekend to read a positive book or taking a few weeks for a holiday.

    If you’re not in the position to travel, you can take a staycation, or have a “home holiday” where you simply switch off from the outside world and spend time doing things you love.

    Final Thoughts

    You now have 11 tips for maintaining your positive attitude, but they are no use to you unless you implement them into your life.

    Start small, and pick the easiest tip or the one that you really love and introduce it into your life starting right now. Then, over time, start implementing the other tips and watch your positivity soar.

    More Tips About Staying Positive

    Featured photo credit: Pepe Cast Zam via unsplash.com

    Reference

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