Customer Service Articles:

YOUR PERSPECTIVE

There's a man named Jimmy that works at a toll booth collecting people's change and moving cars through his booth. All day long, car after car, Jimmy collects commuters’ money, gives change, or scans their card. After receiving payment, Jimmy hits the button to lift the gate and waits for the next car hundreds of times a day. For 8-9 hours a day every weekday Jimmy can be found in his booth working. While there are many toll booth operators, there is one thing that makes Jimmy unique. 

Jimmy's line always has more cars than all the other toll lanes. 

Why?

MAKING PEOPLE'S DAY

The regular commuters actually choose his line because of something they see Jimmy doing every day. Jimmy dances...all day long. When a car pulls up, Jimmy is dancing and providing a little entertainment for each driver. His unique approach to toll collecting often puts a smile on driver's faces. It's a small way that he makes their day.

One day a driver asked Jimmy, "Why are you choosing to stay in this little booth when you love to dance so much?" 

 Good question. 

Jimmy's response is what this week's focus is all about. Jimmy said,  

"This job pays me to practice my dancing!"

Now to be clear, the point of this email isn't to encourage you practice your hobbies at work, but it is a reminder that your perspective is everything! Jimmy understood the power of perspective. Jimmy took what others see as an obligation (taking tolls) and used it as an opportunity to make people's day (and improve his dance moves).

OBLIGATION OR OPPORTUNITY?

Every day you are faced with a decision when it comes to delivering a higher level of service to our customers and doing your very best to make their day. The outcome of how you respond often depends on your perspective you have about our service standards. How do you view this task of delivering great service and making a customer's day...is it an obligation for you, or an opportunity? 

Think of it this way:

'Focus on the obligation, miss the opportunity!"

My hope is that this week, like Jimmy, you can turn your 'booth' into an opportunity, rather than an obligation. 

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