Advertising
Advertising

When Does Great Service Happen?

When Does Great Service Happen?

Management covers a lot of ground. Managing with Aloha covers nineteen universal business values, and thus that number, nineteen, is just the beginning when it comes to the different topics people will ask me to speak on. Still, preferences fall along certain lines at any given time, and there are runaway winners when it comes to the hot topics of the day. It’s fascinating to me how these preferences emerge, from market influences to unemployment rates, from ‘trendy’ learning initiatives to stubborn resistance to change.

Chronic frustration is a frequent driver: A few months ago the topic requested most was The Reinvention of Human Resources. Nowadays, it seems nearly everyone is asking me to speak about The Art of Ho‘okipa (hospitality) in Service.

Mediocrity is running rampant in customer service, and people are sick of it. In fact, the alarming trend is that mediocrity is starting to look okay next to the flagrantly bad service examples we keep running into.

Advertising

WE WANT GREAT SERVICE! We want it for ourselves as consumers, and we want to be the ones providing it in our businesses, sealing the deal on our competitive advantage in the process. We want better service, we are extremely tired of not getting it, and we are looking for answers as to how we can get it to happen — guaranteed.

So I give the motivational speeches, and I enjoy giving them, optimistically hoping that something will resonate and sink in, for I want great customer service to happen more often too. I want it to happen all the time. Today and for you, without the full-blown 45-minute keynote that normally accompanies it, I can cut to the chase and give you my take on what the answer is, that is, when great service will happen consistently in your company. I think there are only two parts to it, but you need both, not one or the other.

When does great service happen?

1. When you have hired the right people in the first place, and
2. When you take care of them really really well, providing them with a workplace that is as exceptional as the service you expect them to give others.

You can only get great service from people who sincerely and genuinely love giving it, and who love where they work. Read that again; the word is LOVE, not like. We want GREAT service, not just passably good service. Great service only comes from people who are passionate about it.

Advertising

Great customer service providers are born and not made. I believe that you can’t train the service gene into someone. You have to find the people who have it, hire them instantly, and then take care of them as the precious gold they are. The people who give us the best service do so because they live to give it. They feel that their own lives are better because they have the opportunity to be of service to their fellow human beings. In Hawaii, we even have a name for these gems of the human race; we call them Mea Ho‘okipa. In old Hawaii, to be called Mea Ho‘okipa was the highest compliment you could receive; serving others was considered noble.

Nobility in Customer Service. What a concept! We need it back. Put the wrong people in the wrong job, and it just isn’t going to happen. The good news is that Mea Ho‘okipa are not that rare. However cease to take EXCEPTIONAL care of those who are in the right job and they have no wellspring to draw from in their own giving. They need to fuel their fire for service giving, and that’s where great managers come in, creating caring workplaces for those who care for the customer.

That’s it. Not a difficult answer. The difficulty is in the execution though, isn’t it.

The other good news? I have faith in you; we can do this.

Advertising

Thank you for reading, I’ll be back next Thursday. On every other day, you can visit me on Talking Story, or on www.ManagingWithAloha.com. Aloha!

Rosa Say
Managing with Aloha, Bringing Hawaii’s Universal Values to the Art of Business

Previous Thursday Column: What’s the difference between Mission and Vision?

Advertising

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.

12 Rules for Self-Management The Six Basic Needs of Customers What’s the difference between Mission and Vision? 7 Steps for Resolving Customer Complaints Reap Joy from this Thanks – Giving Holiday

Trending in Lifehack

1 Why Do I Procrastinate? 5 Root Causes And How To Tackle Them 2 The Power of Tapping into Your Hidden Creativity 3 How to Become an Early Riser and Stay Energetic Throughout the Day 4 5 Steps To Move Out Of Stagnancy In Life 5 Why You Have the Fear of Failure (And How to Conquer It Step-By-Step)

Read Next

Advertising
Advertising
Advertising

Last Updated on August 6, 2019

Why Do I Procrastinate? 5 Root Causes And How To Tackle Them

Why Do I Procrastinate? 5 Root Causes And How To Tackle Them

Procrastination is something many people can relate to and I, myself, have been there and done that. Yes, I write all about productivity now, but when I first started out on my career path, I would often put off work I didn’t want to do. And most of the time I didn’t even realize I was doing it.

So what changed?

I thought to myself, “why do I procrastinate?” And I started to read a lot of books on productivity, learning a great deal and shifting my mind to the reasons why people procrastinate.

My understanding brought me a new perspective on how to put an end to the action of procrastination.

Procrastination slows your goals and dreams way down. It can create stress and feelings of frustration. It rears its ugly head on a regular basis for a lot of people. This is particularly apparent at work with day-to-day projects and tasks.

But, why do people self-sabotage in this way? Essentially, there are 5 reasons behind procrastination. See if you can identify with any of these in your own work life.

1. The Perfectionist’s Fear

Procrastination is sometimes a subconscious fear of failure.

If you put off a task enough, then you can’t face up to the potential (and usually imagined) negative results. If you’re a stickler for minor details, the stress of getting things ‘just right’ may be too much and cause you to delay continuing the task.

Either way, fear is at the root cause and can sabotage your desire to move forward.

Advertising

How to Tackle It?

Try visualizing the completion of your task in a positive way.

For example, you have a presentation that your boss wants you to conduct for a potential client. Visualize yourself standing in the meeting room confident, meeting the eyes of the client and seeing them light up as you explain the concept simply and concisely.

Imagine your boss telling you how great you did and you were the best person for the job. Think about how it would feel to you and focus on this as you move forward with the task.

2. A Dreamer’s Lack of Action

This is a person who is highly creative and has many brilliant ideas but can’t quite seem to bring them to fruition.

The main reason for this is because there’s usually no structure or goal setting involved once the idea has been created. This aimless approach ends up manifesting as a lack of decision-making and significant delays on a project.

How to Tackle It?

Write down a timeline of what you want to achieve and by when. Ideally, do this daily to keep yourself on track and accountable for progression. Creative minds tend to jump from one idea to the next, so cultivating focus is essential.

If you’re designing and creating a new product at work, set out a task list for the week ahead with the steps you want to focus on each day. Doing this ahead of time will stop your mind from wandering across to different ideas.

Learn about how to plan your time and take actions from some of the successful people: 8 Ways Highly Successful People Plan Their Time

3. An Overwhelmed Avoider

This is one of the most common reasons for procrastination; the sheer overwhelm of a daunting task.

Advertising

The complexity of a task can cause the brain to lose motivation and avoid doing it altogether choosing instead to stay in its comfort zone.

The search then starts for a more enjoyable task and the harder tasks are put off. This can cause stress and dread when the task inevitably comes up to be completed.

How to Tackle It?

Break the challenge down into smaller tasks and tackle each one individually.

For example, if you have a project that has technical elements to it that you know you’ll find challenging, list each step you need to take in order to complete these difficult elements. Think of ways you can resolve potential hurdles. Perhaps you have a coworker that may have time to help or even consider that the solution may be easier than you initially think. Put each task in order of most daunting to least daunting. Ideally, try to deal with the more challenging parts of each task in the morning so that momentum is created as the tasks get easier through the day.

A reward system will also help you stay motivated so, once completed, you can enjoy your treat of choice.

If you want to know how to better handle your feelings and stay motivated, take a look at my other article: Procrastination Is a Matter of Emotion, Here’s How to Stop It

4. The Busy Bee Who Lacks Prioritization

Either you have too many tasks or don’t truly acknowledge the differing importance of each task. The result? Getting nothing done.

Time is spent switching constantly from one task to another or spending too much time deciding what to do.

How to Tackle It?

It’s all about priorities and choosing important tasks over urgent ones.

Advertising

Make sure to question the value and purpose of each task and make a list in order of importance.

For example, throughout your work day, you can waste a lot of time dealing with ‘urgent’ emails from colleagues but, you need to ask yourself if these are more important than working on a task that will affect, say, several office projects at once.

Help yourself to prioritize and set a goal of working through your list over the next few hours reassessing the situation once the time is up.

In my other article, I talk about an effective way to prioritze and achieve more in less time: How to Prioritize Right in 10 Minutes and Work 10X Faster

5. The One with Shiny Object Syndrome (Distraction-Prone)

This is another common cause for procrastination; just simple distraction.

Our brains aren’t wired to focus for long periods of time and it looks for something else. So throw in a bunch of colleagues equally looking for distractions or checking your phone mindlessly, and you’ve got a recipe for ultimate procrastination.

However, this type of procrastination may not always be an unconscious decision to sabotage and put off work. It’s simply a result of your work setup or types of coworkers you have. Only you know the answer to that.

How to Tackle It?

Be mindful of your workspace and potential distractions. Schedule a specific time to converse with your coworkers, put headphones on to minimize listening to what’s going on around you, and switch your phone off.

Aim to do this for 20-30 minutes at a time and then take a break. This will be a much more efficient way of working and getting what you need done. This is also why scheduling down time is so important for productivity.

Advertising

Whether this type of procrastination is self-sabotage or being a victim of a distracting environment, either way you can take control.

If you need a little more guidance on how to stay focus, this guide can help you: How to Focus and Maximize Your Productivity (the Definitive Guide)

Bottom Line

I’m going to be bold and assume you identified with at least one of these procrastination pitfalls.

You could be trapped in the endless cycle of procrastination like I was, that is, until I decided to find out my why behind putting off tasks and projects. It was only then that I could implement strategies and move forward in a positive and productive way.

I killed the procrastination monster and so can you. I now complete my tasks more efficiently and completely killed that feeling of stress and falling behind with work that procrastination brings.

I know it’s not easy to stop procrastinating right away, so I also have this complete guide to help you stop it once and for all: Procrastination – A Step-By-Step Guide to Stop Procrastinating

Featured photo credit: Luke Chesser via unsplash.com

Read Next