You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life. While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
Customers today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle—quicker to leave if unhappy. 79 percent of customers want their issue to be resolved in one interaction and don’t want to be told what channel they should use. Customers are Vain – they expect personalized service that assures them they are valued by the provider. The attitude they experience from employees at all levels plays a critical role in how customers feel about their interaction with your organization.
Customers love service people with a positive attitude! At the world-famous Stew Leonard’s Dairy, the most successful grocery store in the world, if an employee shows up for work with less than a positive attitude, that employee gets to don the cow suit. The store’s mascot and brand symbol is a milk cow. A short time in the cow suit entertaining guests in the store seems to work wonders in transforming a down-in-the-dumps associate into a happy funmeister.
You don’t need a suit to convey a happy disposition. It can come simply for electing to make each day a very special day. It emerges from an optimistic choice to be more patient, less judgmental and more grateful that you have another day to spread joy to those around you. Suit up a positive attitude and watch it attract customers eager to give you their funds, their time and their advocacy!
Be sure to check out Chip’s latest post.
Chip’s newest book, Inside Your Customer’s Imagination, was released recently. We hope you will buy a copy. And, if you enjoy it, we hope you will take time to review it on the book site you used to purchase the book.