Attached to this post you’ll see a picture of my two dogs. Bailey on the left, is 4 years old (female), and Hunter on the right is 6 months old (male). They are both amazing in their own ways, but COMPLETELY different personalities.
Bailey is extremely smart. Too smart. You can give her a paragraph of complex instructions and she’ll do all of them with fidelity. She will run and play for hours without taking a break. One of her favorite things is to go to the dog park to wrestle with her friends and of course, meet up with her boyfriend, Harley. She’s also kind of obnoxious, moody, and definitely wants things to be her way. She’s definitely a strong-willed girl! I love her to death, and she LOVES people and getting out to see the world.
Hunter isn’t quite as smart, but he’s also more of a teddy bear type. Very lovable and sweet. He just wants to be with his person (me) and enjoys the simpler things in life. Hunter’s version of play and fun is to simply chase a ball (no more than two times) and then go lie down with a toy and play calmly on the floor near my feet. Hunter loves to go to the dog park, too, but his joy is found in playing ball with me (his person) and focusing mainly on that. He’s pleasant and happy, and is learning to say hi to folks and be more outgoing. He’ll get there with time – he’s still a baby after all.
So what does this have to do with customer service, you ask?
Customer service is a bit of an art and a science. There will always be policies and procedures you have to follow for certain things, but if you think about it, there’s really an artistic side to customer service as well. You can follow procedures impeccably (the science), but are you doing it with a smile and excellent attitude (the art)?
For some folks greeting people comes naturally and happens on autopilot. For others, they have to learn how to be more outgoing and welcoming of folks and consciously work to improve at it. One of the first tenants of customer service is to be nice to people and greet them warmly right away when the come in the door, right?
My point is that customer service can be possible, regardless of whether it comes naturally to you or if you have to work at it a bit. The key is to be willing to adjust to the environment and learn to properly interpret social cues, then adapt.
My point is that customer service can be possible, regardless of whether it comes naturally to you or if you have to work at it a bit. The key is to be willing to adjust to the environment and properly interpret social cues, then adapt.
If you look at the picture of Bailey and Hunter, you will see them both at my front door, looking out to the horizon with anticipation for whoever or whatever might come their way. You see, they are excited to see people and greet to them. It’s their passion. They’ve learned that it can be super fun and rewarding.
Both dogs have very distinct personalities and different approaches to life, yet, when it comes to checking out what’s out there for them in this big world, they’re both 100% all in, ready to receive whatever comes their way with open minds (or mouths, because they’re probably barking!). If you come up to my front door, you can bet they’re going to happily greet you right away and welcome you!
So I ask you, if you’re in a customer service position or have a service-oriented career: Are you aware, looking at the horizon, waiting with anticipation for how you might give a little bit of yourself to serve those who come your way?
If you’re like Bailey and super outgoing and loving of people, you’re probably pretty natural at some of the customer service basics. If you’re like Hunter and a little more reserved, you might have to work at it a bit harder. Both Bailey and Hunter have learned how to greet people warmly. You can learn, too, if it doesn’t come naturally to you.
Wherever you’re at on the customer service journey, remember to keep your eye on the many opportunities to meet the needs of others in some way. The opportunity to greet people warmly. The opportunity to proactively see a need in your environment and make things happen without having to be asked. The opportunity to try just a little harder or maybe try a different approach if “people things” don’t come naturally to you. The opportunity to hold the door for someone. The opportunity to let someone else go first.
The opportunities are endless.
It's Technically Possible 