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!

The Cost Of The Wrong Employee

Too many times, I hear managers complain about how it is "impossible" to "get rid" of an employee that is not producing.  The truth is, ANYthing is possible - with sufficient motivation.  If the CEO said "Fire him today or you will be fired", there's little doubt about who would be walking out the door.

That said, a significant problem is that most managers don't consider the true cost of keeping the wrong employee. 

Internal costs:  Team finds it more difficult to complete tasks.  Internal strife lowers morale.  Other employees stop trying to achieve higher standards because there is no consequence (proven by your willingness to allow the "bad apple" to get away with the poor behaviors).  Attitudes/behaviors are "dumbed down" to lowest level you accept.  More mistakes.  Slower work due to lost efficiencies.  Higher costs to do business must be either absorbed into budget (less profit or less invested in internal benefits) or passed on to customers (less value for their investment).

External costs:  Customer experience suffers.  They visit/buy less.  They tell others about lukewarm or disappointing experience.  Brand/reputation suffers.  Others won't do business with you.  Sales decrease.

Then, senior executives WILL get upset at bottom line results and look for the root cause - and what (or who) allowed it to continue.

If you don't hold them accountable (YOUR responsibility), then there are costs...for which YOU will be held accountable.

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

Are You Driving Change?

We all know that change is a constant, but get (appropriately) skeptical when people drone on about how "Change is good".  Why are people resistant to change?  Because some change is NOT good.  People become supportive only when we believe the change will be beneficial.

So what do world-class leaders do to optimize the process of change?

Here's an apt analogy a former Disney colleague of mine shared:

If you were riding in a car someone else was driving with the intent of going to a specific location, and they started driving along an unfamiliar route, what would you do?

1. Confirm the destination and make sure that you both intend to arrive at the same place.  If not, then you must determine whether or not you want to go to this new location.  If the final destination is the same, then you might...
2. Ask if the current route is better than the route you are used to.  If it is better, then support the new route (change) and learn something helpful.  If it isn't better, then you would suggest your more effective route (solution) to get to your mutual goal.  If you have nothing better to offer, then you would just let them drive and support the unfamiliar approach.
3. If you don't want the driver's destination or route, you can either disembark or take over control of driving the car.

Ultimately, the choice is yours.  Actively support the process or actively make it better, but get involved one way or the other (being passive is simply abdicating any responsibility).  It does not help to sit in the passenger seat and complain about the route or destination.  You don't improve the outcome - and you actually make the process worse.  The best option is to determine whether or not the "new way" is better or not, influence the driver if your way is legitimately better, or do the driving yourself.

Have you determined your destination?  Are you doing whatever it takes to appropriately influence your situation?  Or are you letting someone else do the "driving" and "taking you on a ride" you don't want to be on?  Are you willing to take the bold action of taking over or disembarking?

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

May Your New Year Be Revolting

Instead of making this new year a continuation of your same old typical routine (make lame resolutions, trudge along and settle), why not try something a little different...and possibly better?

Make it revolting.

Yes, that sounds strange.  But think of it this way:

Life changes.  Your lifestyle choices should change along with your continuously refining priorities and preferences.  You are not the same person you were 10 years ago - or even last year.  Why continue with the same (tired) approach to planning/living out your life? 

Instead, try taking a stand and revolting against anything that is holding you back from achieving your true potential!  Get righteously indignant!!  Be bold!!

Try something (ANYthing!) you've never tried.  This year, refuse to go through the motions of the usual New Year's Resolutions - and commit to a New Year's REVOLUTION!

Let go of the fear of failure and leap into something with a beginner's learning attitude.  (When was the last time you actually learned something NEW?)  Let go of being the poised, mature adult and experiment in a brand new arena.  Pick something you've always wanted to try, but "haven't gotten around to".  In fact, PLAN/TAKE ACTION on exploring things you haven't even considered.  You may discover a talent or interest you never knew - because you never experimented with that topic/hobby/pastime before.

Think of what amazing experiences are out there just waiting for you to take action!  The world is BURSTING with possibilities!  The Internet alone allows you access to limitless options.  Imagine what you can achieve!

But it all begins with YOU.  Are you willing to start a revolution this year?  You may find your efforts become the catalyst for that breakthrough you've been hungering for all these years.

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

Finding and Aligning To Your Purpose

I often get asked what the most important thing I've learned from spending 3 decades at Disney and other Fortune 500 companies.  Here is my answer - and a practical tool you can use toward the end:

Many thoughtlessly say that "Less is more".  This is not true.  More is more.  But that isn't the point.  Because "more" is not always better.  Better is better.  Period.

So, how do you make your life better?  By NOT wasting time on things that don't add value to you.  You've been settling for FAR too long - and with the new year approaching, this is a good time to prepare for your long-overdue breakthrough!

So, where do you begin?  How do you identify what "better" is for your life?

The complication is that Life gets full of distractions when we aren't crystal clear on our purpose and we end up saying "yes" to things that eat up our time and don't fully serve who we really are.

The proven solution is to get more focused on what you (a unique person with a unique purpose) should uniquely be doing to realize the unique reasons you are alive.  The challenge with this (and the reason more people aren't successfully living the life of their dreams) is that it requires the combination of THREE things:

• What are you good at (your "natural" talents)?
• What do you love (your passions that make you happy to lose track of time)?
• What does the world need (and values enough to pay for)?

Take some time to clearly identify these three things.  Discuss with people that know you well and want you to be healthy, happy, and successful. When you can identify where these three areas overlap and take action to focus most/all your time there, I promise, you will see everything in your life get much better.  

Finally, when do you begin?  "Now" is almost ALWAYS the best time to start your breakthrough chapter.

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

If You Can't Get Out Of It, Get Into It!

Life is FULL of things that we wish we didn't have to deal with. 

The question is: If this (painful) action is truly inevitable, then what can you do to minimize your suffering?

According to the most successful/happiest people, once you have exhausted any creative attempts to resolve the situation, the most logical next step is to simply accept that the uncomfortable experience will be happening.  Once you overcome any denial, there are actually TWO options that put you more in control of the negative situation, and can help make the most of it:

The first is: Initiate the action as soon as possible to get through it quickly.  This approach allows you to get the pain over faster.  Why put off dealing with it?  No sane person enjoys pain, and putting it off only adds more suffering.  The dread of anticipation actually magnifies the pain and prolongs it.  The wiser approach is to "rip off the bandaid" rather than drag it out.  The sooner you start, the sooner you finish.  Plus, you avoid all the painful "angst time" as a bonus!

The second is: Find/create enjoyment in the midst of it.  As bizarre as it sounds, this is actually pragmatic.  Minimizing the damage from a negative experience is a self-preservation effort.  Focusing your attention to any beneficial aspects of the situation - whether it is bittersweet "good for you" value or actual enjoyment of some kind - is better than the alternative.  Once you have learned your lesson, any additional suffering is a waste of time and unnecessary pain.  Again, pragmatic and logical.

The good news is that you can use BOTH tactics in every situation.  But it requires the courage and discipline to boldly take that first step.  Take control.  Be accountable.  Face life head-on - and you will have a better life as a result.

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

What Are You Proof Of?

In business and in Life, we eventually get down to a fundamental question: What do you REALLY believe?

This is a deceptively complicated question.  We all have a set of basic concepts about life that we claim to believe.  But do you really believe them?  How do you know?  It is rare (VERY rare!) that a person will actually go through the difficult - and risky - process of examining the answer to this question.  Despite the wise and timeless truth that the unexamined life wasn't worth living.

So how do you know whether or not you believe something?  The same way that others know whether or not you believe something: Your behaviors!

When we truly believe something, our behaviors consistently reflect that belief.  If someone claimed to believe in gravity, yet consistently clung in fear to fixed objects to keep from floating into space, any observer would have doubts about those claims.  Behaviors follow beliefs.

When we start to believe a new concept (whether that you can or that you cannot), our behaviors change accordingly.  If you believe something - REALLY believe something - you act accordingly.

What do we call someone who believes one thing and then does another?  Clinically, it is termed "mentally disturbed".  Commonly, it is called "a lack of integrity".  Either way, it is unhealthy - and should be unacceptable.

Make a gutsy move: Ask others what they think you believe.  (Be prepared, you may get a shock!)  Your values are leaking out as your behaviors.

Gut check: Consider a values-based cause you claim to support/believe in - such as "love for your family" or "commitment to your company" or "dedication to your spiritual beliefs" and then answer this BIG question:  Is there enough proof to convict you in a court of law that you, without a doubt, believe in that cause?  In other words, do your behaviors prove to anyone observing you that you truly believe what you claim to believe in?

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