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!

Agile or Fragile?

The rate of change has increased dramatically over the past years.  Every day, it seems that another professional becomes the victim of being too-inflexible - and, therefore, becomes obsolete. 

People who don't actively stretch their ability to adapt and deal with ambiguity become fragile and break under the constant pressure of change.  The only way to thrive (not just survive) is to be agile enough to successfully negotiate the twists and turns that Life throws at you.
So, how can you accomplish this?

The most successful people have an interesting habit: They keep their "change muscles" flexible by purposefully attempting different things on a daily basis.

It can be as simple as driving a different way to work every so often.  Or going to a bookstore (or online) and reading a magazine/article on a topic you normally wouldn't ever choose to read.  This keeps your mind practiced in the way of absorbing and "filing" new/different information on a regular basis.

Or, take it to the next level by engaging a colleague/friend in a action-based "adventure" of something neither one of you have done before.  Take turns planning the "surprise" and benefit from adjusting on the fly.  Interact with people from a different culture.  Primarily use your non-dominant hand for a day.  Tackle an experience on your bucket list.  Whatever it is, challenge each other by testing your comfort zones and expanding your perspective on a myriad of topics/experiences you deem important.

The important thing when you "do new" is to keep it fun.  Make the challenge of CHANGE your new comfort zone!

And you'll never be fragile - or as vulnerable - again.

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

Camel's Milk Considerations

Recently, I was in the United Arab Emirates having breakfast at a buffet. I normally have mixed feelings about buffets - but one thing I enjoy is the opportunity to sample new foods at "no additional cost".

On this day, I was surprised by an offering of "camel's milk".  Next to the dispenser, there was a card listing the attributes of the novel milk product - including the nutrients and other data.  So, I couldn't help but try it out.

Was camel's milk better?

Well, first, let's define "better".  Yes, there was a long list of comparative data between camel and cow - mostly favoring the camel's milk (according to the biased Arab country/hotel).  Then there was the taste factor - actually tasted pretty good.  "Stronger" (different than I'm used to as an American), but not distasteful. I didn't have to pay any extra for it, so that wasn't an issue.  I didn't have to go to any additional effort to drink the "new" milk - it was next to the other types of milk.

Apparently, "is it better?" isn't such a simple question after all.


The formula for determining the value of anything is this:
The Promise (expectation) must be less than the Experience (The combination of: 
the Person delivering the service,
the Place the service is delivered,
the Process of the service delivery, and
the Product/Service itself.

And this experience must be be greater than the Price to the customer (the true cost is the cumulative total of the money, time, and effort required of the customer in obtaining the experience.)

All in all, at the buffet, I'm happy to select camel's milk - as long as it doesn't cost me more.

The bottom line: If I have to actually pay extra (in any way), the difference may not be "better" enough for me to change my choice (and buying behaviors).

A lesson for any of us wanting to create a "different AND better" competitive edge for our customers.

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

"Different Culture" or "Bad Service"?

When in unfamiliar environments, we often have "different" experiences from what we are used to.  For example, when waitstaff does something that you, as a customer, is uncomfortable with, is it the differing culture that is the culprit, or is it legitimately bad service?

Of course, we all benefit if we are constantly aspiring to engage in new cultural experiences from the different perspective - all for the sake of genuinely improving our abilities to embrace that valuable diversity (while still not denying our own culture - which is the topic of a different conversation!)  What if, in the face of an unfamiliar environment, the "foreign" delivery of service is uncomfortable to the customer?  The question is: At what point can we rightly judge a service experience was good or bad?

The issue here is twofold.  First, you will benefit by being open-minded about the natural tendency to feel a little uncomfortable with anything different from your standard experience.  Is the discomfort simply because you aren't used to it?  Sometimes an experience isn't good or bad - it is merely different.

Secondly, the bottom line in any service situation is that the customer dictates the standards of quality.  The customer alone is the one who determines if the service was good or bad.  For example, if someone who had never been to a city before went into a five-star fine dining restaurant and was completely unfamiliar with etiquette and the use of silverware, etc. and a typical five-star service was delivered - without consideration of the wants of the dining customer - and that "uneducated/ignorant" customer disliked how they were treated, it would rightly be categorized as a poor service experience.  The key to this scenario is that the server was not considerate of the guest's desires.  That alone dictates whether or not the service was good or bad.  If the customer walks away unhappy, then it was bad.  Period.

This illustrates why it is so vitally important to truly understand the guest's point of view.  We cannot appropriately exceed their expectations until we know what the criteria is.

Are you delivering "service" based on your criteria or that of your customer?

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

Life/Work Lessons From The Front Line

A colleague recently shared some remarks made by a career soldier:

1. Remember, if the enemy is in range, then you are too.
2. All cover is temporary.
3. Above all, remember your mission.
4. When in battle, soldiers are less focused on winning for the country than fighting for their buddy/team.

These simple statements hold profound truths that apply to our work - and our personal lives.

1. The closer you get to engaging any activity, the chances of danger/failure goes up. Talking about taking action is risk-free because you aren't really doing anything other than talking. Of course, you gain nothing as well. Real living requires stepping forward and confronting the challenge. Remembering that those situations can "bite back" is critical. Choose wisely.

2. When colleagues/friends offer help, they expect it will be for a specific window of time. No one wants to be left hanging or obligated for long-term support when it should only be a temporary situation. To make the best use of their support - and not wear out your welcome - plan, coordinate and execute accordingly.

3. Life and work are full of distractions. It's easy to get focused on the many micro details and lose track of the macro big picture of why we're doing what we're doing. Reminding ourselves of our ultimate purpose/goal is critical in making the most of our time and resources. It's all about priorities.

4. Workers that are part of an organization aren't necessarily loyal to the company - they are more connected with the people they work closely with inside the company. Anyone who wants to create a culture of loyalty must create an environment that is conducive to people engaging each other at the team level.

As you enjoy this holiday weekend, consider the value these insights provide and thank a veteran for keeping us safe/secure enough to be able to focus on life and career.

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

The 3:2:1 Rule

Looking for better results? Most people are. Here's a frustrating fact: Consistently successful organizations don't focus most on the outcome - but they still get better results than the rest. Here's why...and how...

Performance is a result of skilled effort - which is a result of passion and commitment. World-class companies get better results because they track backwards to the internal root cause and focus on improving there instead - guiding the process until they achieve the superior external results they desire.

If you want a 1% increase in performance, then you need a 2% increase in effort (the kind your customer values) - which is sparked by a 3% increase in commitment (by your front line team - who delivers the effort.)

Some call it the "3:2:1 Rule". Yes, some of the investment gets lost in the shuffle (that's human nature for you), but done well it's worth it. Remember, the percentages of internal results don't have to cost a lot of money - just well-placed leadership, engaged relationships, and targeted innovation.

You can use this proven approach to set up your own improvement plan. For example: If you want a 2% increase in your financial results, you begin by investing in improving your team's engagement/commitment level by 6% (interact with them, listen to them, challenge them, develop them, etc.), which will affect a 3% increase of performance on their behalf (the power of pride, integrity and ownership!) - gaining you the 2% bottom-line results (from satisfied/loyal advocates) you hope for.

So, if you're interested in achieving consistent external results (like those proven world-class companies), focus on the internal resources that get you there first. ANY small steps towards engaging your team will become a catalyst for improvement in your outcomes.

The 3:2:1 Rule. As simple as 1, 2, 3!

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

Let It Go!

As we rush/stagger/grind/step towards the end of the year, many of us reflect on what was and what may be. While I encourage this (not just once a year, but every quarter/month/week - as best you can), it seems that "resolutions" - regardless of when they occur, rarely last. On average, only 15% of those who make New Year's resolutions keep them for at least 30 days. What a shame!

Part of the problem most have with adopting new behaviors is that they are still embedded in the rut of old habits (muscle memory and/or mental hang-ups.) Here's the key that all successful professionals know: Before you can successfully follow a new path, you have to stop walking the old, less-effective path. In other words: what keeps us from adopting effective new habits is INeffective old habits.

Japanese culture has some interesting rituals for the transition between one year and the next. For example, many hold "ending of the year parties" (called "bounenkai" - or "forget the year"), where they ceremoniously cut ties with anything holding them back from growing/improving for the upcoming year. Another tradition is called "osoji", where everyone deep cleans their homes, offices, and schools to literally begin the new year with a "clean slate". While I don't follow these practices, I do appreciate the acknowledging of how we must create closure for one chapter before we can successfully begin a new chapter.

So, as you begin making plans for your next chapter, please consider what you need to STOP doing - or let go of - BEFOREHAND. Once you've confronted that detrimental anchor, then and only then will you be free to sail forward towards whatever exciting new adventure you have in your heart.

One final word of encouragement: If you're not living the life of your dreams, then why not? When are you planning to live your unique purpose? No matter where you are today, the very best time to begin is NOW. Don't wait another day. No more settling. Take the first few steps and you will begin to see an amazing shift in momentum toward the lifestyle you've always wanted.

You will never regret it, I promise. I can guarantee you the inevitable: you'll regret not starting sooner if you wait.

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

Recruiting For Keeps

I just finished a session with a European association of Human Resource professionals who are struggling with their recruitment efforts. The common complaint is that "there are no good people to hire". Actually, the truth is that there are PLENTY of good people out there. The real challenge is that they already have jobs working elsewhere. (After all, why would a legitimate good quality employee be out of a job...really? If you create a great culture, they will come to you!)

While many people asked questions about how to get more people to fill vacancies, the real root problem is two-fold:

1. Not keeping existing "right fit" talent
2. Not selecting new "right fit" talent

Employee retention is a chronic challenge for most organizations. Taking care of the people you have is a full-time job. Maintenance is not my strength, but I've always made sure that I engaged an internal support system to ensure people felt supported and cared for. Open communication, rewards & recognition, personal development, and mutual respect are just some of the tools you can use to create a culture that remains dynamic and attractive. When people are involved, they can create the kind of workplace that jazzes them most - every day. Involvement is directly correlated to engagement, buy-in, and ownership. When people are in an environment where they can connect with their passion and really make a difference every day, they will actually fight rather than leave.

As for not selecting "right fit" talent, this is usually the result of either not knowing how to articulate the non-negotiables of your unique culture (values, vision, standards, personality, etc.), or a lack of discipline in holding out for a right fit - instead hiring any warm body to fill the position short-term. Regarding this last issue, I've found that the team will bear the wait longer if they a) understand the value of holding out for a good fit colleague, b) are confident that the person selecting the new colleague has the same criteria as they do for "right fit", and c) the person selecting the new hire is working as hard as they are covering the additional responsibilities.)

When you hire the right people and maintain the relationship, it will continue to grow and stay healthy...just like any dynamic relationship. (Feel free to test this in your personal relationships too!)

And, yes, YOU can influence your recruitment process.

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

Ready, Able, and...Willing?

Just got through following up with a client's "Action Team", who are responsible for initiating a company-wide improvement initiative. In the past, the organization has fallen victim to "Program of the Month" problems and they've been working hard at getting things ready to roll out.

Here's the rub: they are starting to experience "project creep" - where deadlines begin to be missed and things start taking longer than anticipated.

I hate "project creep". There's rarely a good excuse for it. Reasons, yes - but no excuse.

In confronting the status of their process, we explored numerous issues. It turns out that this initiative is so critical (they need results now and they can't afford to attempt this again) that they are clinging to the dreaded "analysis paralysis" - they continue to gather data and opinions and ANYthing that will hone their confidence.

Another way to look at this is that they are doing ANYthing to keep from having to actually execute the plan, followed by being held accountable for the results. The reality is that additional information will only take them insignificantly small steps closer to the elusive "absolute certainty".

This is a common problem - especially in difficult times. It's human nature to resist accountability - because we forget that being held accountable for great results is so incredibly wonderful!

Bottom line: the team realized that 1. they were actually ready to execute, 2. they were able to execute, 3. they were not, deep down WILLING to execute (because of their fears).

The good news is that we were able to get to common ground and they are moving forward again according to schedule. (Have I mentioned that I love coming in ahead of schedule, under budget, and better than expected?)

I have found that most delays occur because people are not willing to act. They lack the confidence that they are really ready/able. I encourage you to take that leap. You have all the tools you need to navigate whatever "hiccups" are bound to arise. (Hiccups occur no matter how much preparation is done beforehand. Starting before it's all "perfect" just allows you to actually realize it earlier/better.)

Think about it...but more importantly, act on it - today!

"Poor" Service...That I Loved!

Just returned from a business trip in Curacao, an island just north of Venezuela (yep, business!) I had taken a taxi/bus into the downtown area (they essentially pick up people as they pass them along a particular route) to videotape some vlog entries, and was returning back to the resort where I was staying.

As I entered the taxi/bus, the driver asked me in (very) broken English if I had been to Curacao before and whether or not I was in a hurry (I was obviously not a local). I said (in irreparably broken Spanish) yes - many years ago - and not really. This was not surprising, as anyone who has been to a Caribbean island understands the "island time", go-with-the-flow mentality - which I personally appreciate as part of enjoying their culture.

This is where the story gets interesting.

Rather than traveling the typical direct route from the town center to my resort, she deviated wildly. Among her SIDE trips - waaay off the route:

picked up her daughter from school
picked up her sister from the grocery store
picked up her son from school
dropped off her sister at her house
stopped at a gas station to say "hi" to a friend (30 seconds)
picked up a family member

All the while, the driver would comment to me about different things she was driving by. After the above-listed stops (45 minutes into what should be a 10 minute trip), I started to wonder if I had miscommunicated my destination...and then it hit me:

I didn't care.

I was loving the exclusive experience that I was having. I was enjoying seeing things that are very much "off the radar" for anyone visiting the island, and soaking in the real culture of these people - my primary passion when it comes to travel.

What some would consider "bad" service" was actually one of the highlights of my visit there.

Interestingly, about the time I was wondering about what was going on, I unconsciously glanced at my watch and she immediately proceeded to drive directly to my resort. Her keen attention to my non-verbals (and broken "verbals") allowed her to gauge my enjoyment of the experience in real time, and adapt accordingly.

She only asked for the standard rate for the original trip (just US$2.00) and I more than doubled it for (an unheard of) tip.

I think if we all could gain quite a bit by following her example. Focusing on customizing every experience will always set you apart from the competition - and pay off nicely.

Next time I'm in Curacao, you can bet I'll be looking for this taxi driver again!

Think about it...but more importantly, do something about it - today!