I am so cheerful at work that my colleagues kid me about it. One of my co-workers told me one day, "You put a smile on people's faces. I hope you know that." What a nice thing to say. Customers for the most part love me, probably because they see that I am genuine. I really do care if they found everything they were looking for. I really do think our store rewards card is rewarding. I really do hope they have a nice day. I really do think it matters if their pillows match the swatch of fabric or the paint chip they brought in. I really do hope they come back and see us.
I know a lot of people who work in customer service who have a real disdain or even a dislike for customers, a contempt thinly veiled by all the right words and phrases. No doubt about it, it can be challenging working with the public, but really I have a job because we have customers, so why should I hate on them? It came as a surprise to everyone (word travels fast around my workplace) last week when a customer complained to my manager that I was rude. He asked for specifics, and she had none, she just repeated, "She was (long pause as if she was searching for her brain for something) just (shorter pause) rude." He described her to me, and I vaguely remembered someone who fit her description, a customer unhappy about our store's return policy that did not work in her favor. Of course, it's possible that I can be rude, but not very likely.
There were no repercussions for me. I wasn't reprimanded for it and the manager explained he was only telling me because he was required to. My co-workers were supportive, because they all like me and knew it was probably the customer and not me who was the problem. But after it happened, I found myself feeling edgy and not as cheerful as I usually am. I had to work at adjusting my attitude, because it was early in my shift, and what was happening was this. Someone had accused me of being rude, when I wasn't. But just hearing that caused me to be in danger of actually being rude and perhaps taking it out on all the other innocent customers I would be waiting on for the rest of the day. I was able to regroup pretty quickly, and soon I was back to my usual happy self.
It was a good reminder to me of how important it is to be self-aware, and of not allowing the little negative things to ruin an otherwise perfectly good day.
Susan
Showing posts with label self-awareness. Show all posts
Showing posts with label self-awareness. Show all posts
Thursday, April 19, 2012
Thursday, March 10, 2011
What Goes Down, Must Go Up
"Do you wish to rise? Begin by descending. You plan a tower that will pierce the clouds? Lay first the foundation of humility." Saint Augustine
All great people have some things in common. The truly great person is self-aware. He is humble, meaning that he knows where his talents lie and he also knows his limitations. He seeks out help and advice when needed. He is a leader, but he has no problem following the right people. He doesn't surround himself with bobbleheads who will always nod in agreement. The great person has no problem being challenged. He avoids tunnel vision by welcoming the perspective and opinions of others. He has no problem rolling up his sleeves and doing the dirty work, but he also knows how to delegate. He assembles a group of the brightest and the best, but avoids micromanaging them. He can do this because he's not at all intimidated by other great people.
I once worked for a woman who was great. She was the first one in the office in the morning, and the last one to leave at night. She modeled hard work and dedication. I trusted her because she knew the workings of our department inside and out, and I respected her because of her work ethic. I gave her 110% percent every day because her leadership inspired me to be the best possible follower.
Great people make great things happen. Once a dream begins to unfold, it often brings with it an opportunity to show humility. It's not humiliation; there is a difference. The truly great person is willing to make sacrifices to see her dream realized. She has no problem living simply, doing without some luxuries, waiting tables or sweeping floors. No illusions of grandeur occupy her mind, because she has a clear understanding of what it takes to succeed. She is determined and will not be denied. The dream is such a part of the fabric of her being that she is more than willing to pay her dues. When she reaches the top, she will always acknowledge the other folks who helped her get there, and will be thankful for the lucky breaks she got along the way.
Some people have a false pride that inhibits them from doing what it takes to build that tower that will pierce the sky. They won't lower themselves to grubby tasks. It's just too humiliating. These people are not great. They miss the entire point of greatness, which is simply this. To go up, you must first go down.
Susan
All great people have some things in common. The truly great person is self-aware. He is humble, meaning that he knows where his talents lie and he also knows his limitations. He seeks out help and advice when needed. He is a leader, but he has no problem following the right people. He doesn't surround himself with bobbleheads who will always nod in agreement. The great person has no problem being challenged. He avoids tunnel vision by welcoming the perspective and opinions of others. He has no problem rolling up his sleeves and doing the dirty work, but he also knows how to delegate. He assembles a group of the brightest and the best, but avoids micromanaging them. He can do this because he's not at all intimidated by other great people.
I once worked for a woman who was great. She was the first one in the office in the morning, and the last one to leave at night. She modeled hard work and dedication. I trusted her because she knew the workings of our department inside and out, and I respected her because of her work ethic. I gave her 110% percent every day because her leadership inspired me to be the best possible follower.
Great people make great things happen. Once a dream begins to unfold, it often brings with it an opportunity to show humility. It's not humiliation; there is a difference. The truly great person is willing to make sacrifices to see her dream realized. She has no problem living simply, doing without some luxuries, waiting tables or sweeping floors. No illusions of grandeur occupy her mind, because she has a clear understanding of what it takes to succeed. She is determined and will not be denied. The dream is such a part of the fabric of her being that she is more than willing to pay her dues. When she reaches the top, she will always acknowledge the other folks who helped her get there, and will be thankful for the lucky breaks she got along the way.
Some people have a false pride that inhibits them from doing what it takes to build that tower that will pierce the sky. They won't lower themselves to grubby tasks. It's just too humiliating. These people are not great. They miss the entire point of greatness, which is simply this. To go up, you must first go down.
Susan
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