Most Important Service Traits?

Recently, I was asked by a client if I've seen any trend of "must have" traits for hiring employees to give superior service that transcends industries/international cultures.  After working with dozens of best-in-class service organizations in 49 countries around the world, I believe I've identified the most important - all of which are non-negotiable in order to achieve an extraordinary service experience:

1. Awareness of others.  Until someone has the ability to get beyond their own self-absorbed interests, they will never be able to effective engage customers - or their team.  Being able to truly understand another's perspective is mandatory to be successful in any service-related position - especially if you hope to exceed those expectations.  The field of Emotional Intelligence is founded on the awareness of & ability to connect with others.
2. Consideration of others.  More than simply being aware of them, being considerate also involves caring about the well-being of others and desiring to help them in whatever way matters most to them.  Compassion, kindness, and valuing others are what set the stage for this trait.
3. Bias for action.  Internal thoughts merely create academic concepts or theoretical strategy.  Unless there are behaviors that implement the service ideas, there will be no tangible results.  Legitimate service requires interaction...with ACTION being the key part of that word.

Coincidentally, they are also the key traits for leadership excellence, in my opinion, since great leaders - and their organizations - succeed by serving their "internal customers" (employees).

I've often shared with my teams at Disney and the FAA that the simplest guidance I could think of for great service was "Be aware & care" - the intent being to be aware of yourself, those around you, your environment, etc. and then care enough to take action and do something about improving the experience.   

So, whether you are considering hiring a new employee or promoting someone into a leadership position, ask yourself how they rate regarding these critical traits - or you (and your customers/business results) will suffer the natural consequences...which will likely be painful for your people, your organization, and you.

Think about it.  But more importantly, do something about it...today!

Considering Consideration

There seems to be a lot of concern recently about a lack of consideration in society. In particular, I find it very interesting to see a bizarre (and incorrect) application of the concept.

The politically correct (and logically INcorrect) interpretation is behaving in a way that will never offend or be contrary to what the other person wants. That is not being considerate. That is called "acquiescence. I just call it "caving in". Either way, it inappropriately disregards your opinions - which makes it INconsiderate of you, now doesn't it?

Being truly considerate begins with mutual respect. Mutual, as in TWO way. Always doing what the other desires is not mutual. Placing the other person in a position worthy of respect and consideration is good, as long as it is accompanied by an equal value on your own worth. In fact, undermining your value for the sake of others (who might be unreasonable or too easily offended) is a perverted sense of humility. This erroroneous position does not respect the diversity that YOUR perspective brings to the situation. (Isn't it interesting that some people, in the act of "championing diversity" actually deny people's opinions that differ from their own.) That lacks integrity.

The correct interpretation of being considerate is simply being aware of the other person (in thought, word, and deed) and literally considering how your behaviors could impact him/her before you take action. Once you have sincerely taken them into consideration, your behaviors are a separate issue.

Bottom line: Consider the impact your behaviors have on others, but have the courage to honestly act on YOUR legitimate preferences. They are JUST AS valuable as ANYone else's. Of course, the WAY you do this is the key. Open, honest, and diplomatic dialogue is important for developing healthy relationships that create mutual benefit. To be genuinely MUTUAL, everyone (YOU included) must be considered.

Think about it. But more importantly do something about it...today!