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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.

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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.

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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.

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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?

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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 February 15, 2019

How Setting Personal Goals Makes You a Greater Achiever

How Setting Personal Goals Makes You a Greater Achiever

Achieving personal goals deserves a huge amount of celebration but setting these goals in the first place is a massive achievement in itself.

While the big goals serve as a destination, the journey is probably the most important part of the process. It reflects your progress, your growth and your ability take control and steer your life towards positive change.

Whatever your goal is, whether it’s losing 20lbs or learning a new language, there will always be a set amount of steps you need to take in order to achieve it. Once you’ve set your sights on your goal, the next stage is to take an assertive path towards how you will get there.

The aim of this article is to guide you through how to take action towards your personal goals in a way that will help you achieve them strategically and successfully.

1. Get very specific

When it comes to setting your personal goals, honing in on its specifics is crucial for success.

It’s common to have a broad idea of where you want to go or what you want to achieve, but this can sabotage your efforts in the long run.

Get clear on what you want your goal to look like so you can create solid steps towards it.

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Say you have a vision on retiring early. This goal feels good to you and you can envision filling your days of work-free life with worldly adventures and time with loved ones.

If retiring early is a serious personal goal for you, you will need to insert a timeframe. So your goal has changed from “I’d like to someday retire early and travel the world” to “I’m going to retire by 50 and travel the world”.

It may not seem significant, but creating this tweak in your goal by specifying a definite time, will help create and structure the steps needed to achieve it in a more purposeful way.

2. Identify the preparation you need to achieve your goal

It’s easy to set a goal and excitedly, yet aimlessly move towards it. But this way of going about achieving goals will only leave you eventually lost and feeling like you’ll never achieve it.

You have to really think about what you need to do in order to make this goal possible. It’s all very well wanting it to happen, but if you just sit back and hope you’ll get there one day will result in disappointment.

Self-managing your goals is a crucial step in the process. This involves taking control of your goal, owning it and making sure you are in a great position to make it happen.

In the early retirement example, this would mean you will need to think about your financial situation.

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What will your finances ideally need to look like if you were to retire early and travel the world? How much money will you need to put into your retirement fund to retire at 50? How much extra savings will you need to support your travels? You could also start researching the places you’d like to travel to and how long you’d like to travel for.

Outlining these factors will, not only make your goal seem more tangible, but also create a mind shift to one of forward motion. Seeing the steps more clearly will help you make a more useful plan of action and seeing your goal as a reality.

3. Breakdown each step into more manageable goals

The secret to achieving your goals is to create smaller goals within each step and take action. Remember, you’re looking for progress, no matter how small it may seem.

These small steps build up and get you to the top. By doing this, you also make the whole process much less daunting and overwhelming.

In the early retirement scenario, there are several smaller goals you could implement here:

  • Decide to make an appointment with a financial advisor asking what financial options would be available to you if you were to go into early retirement and travel. Get advice on how much you would need to top up your funds in order to reach your goal on time.
  • Set up and start to make payments into the retirement fund.
  • Research savings accounts with good rates of interest and commit to depositing a certain amount each month.
  • Make sure you meet with your financial advisor each year to make sure your retirement plan remains the best one for you. Research new savings accounts to move your money into to reap the best returns in interest rates.
  • Start investing in travel books, building up a library that covers where you want to go.
  • Think about starting a language course that will help you get the most out of your travel experience.

4. Get started on the journey

Creating a goal planner in which you can start writing down your next steps is where the magic happens. This is where the real momentum towards your dream starts!

Create a schedule and start by writing in when you will start the first task and on which day. Commit to completing this small task and feel the joy of crossing it off your list. Do this with every little step until your first mini goal has been reached.

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In the early retirement example, schedule in a meeting with a financial advisor. That’s it. Easy.

As I mentioned before, it may seem such a small step but it’s the momentum that’s the most important element here. Once you cross this off, you can focus on the meeting itself, then once that’s ticked off, you are in a position of starting a profitable retirement fund…and so the momentum continues. You are now on your journey to achieving your dream goal.

5. Create an annual review

Taking a step back and reviewing your progress is essential for keeping yourself on the right track. Sometimes you can be moving full steam ahead towards your goal but miss seeing the opportunities to improve a process or even re-evaluate your feelings towards the goal.

Nominate a day each year to sit down and take a look at your progress. Celebrate your achievements and how far you’ve come. But also think about changing any of the remaining steps in light of new circumstances.

Has anything changed? Perhaps you got a promotion at work and you feel you can add more to your monthly savings.

Do you still feel the same about your goal? It’s normal for our desires to change over time and our personal goals need to reflect this.

Perhaps you’d like to take someone new with you on your travels and you need to take this into account regarding timelines. Are there any new steps you want to add as a result?

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Remember, reflection is a useful tool in realigning your goal to any changes and it’s important to keep on the right trajectory towards it.

Strive to become the best goal-setter you can be

Having personal goals gives you purpose and the feeling of becoming a better version of yourself.

But it’s the smaller steps within these big goals that the growth and achievement really lies:

  • Whatever your goal is, make sure you get specific on when you want to achieve it. This helps you focus on the necessary steps much more efficiently.
  • Research the actionable steps required to get to the end result and…
  • Break these down into smaller, manageable goals.
  • Create a daily or weekly schedule for these smaller goals and start the positive momentum.
  • Reflect each year on your goal journey and purpose, readjusting steps according to changes in circumstance or desire.

Keep going and always have the end goal in sight. Remember the ‘why’ behind your goal throughout to keep you motivated and positive.

More Resources About Setting & Achieving Goals

Featured photo credit: Pexels via pexels.com

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