Have you ever noticed how some businesses have a uniquely friendly - and others - a uniquely unfriendly vibe? What vibe do your staff create?

Is it “We love working here and we enjoy serving our customers” or is “We hate it here and you know… we’re not thrilled about having to deal with you darn customers, either.”

One of the starkest contrasts I’ve experienced is across the parking lot on Marginal Way in Portland... i.e. between Wild Oats and "the other natural food store".

I've brought this observation to a number of friends who all say they notice the same thing. The question: “Why doesn’t the staff at that store ‘get it’ about customer service. Why the attitude?” What does Wild Oats do so dramatically different than this store?

(In case you're wondering about why do I go to the "other store" ... I pop in briefly for their sales, grit my teeth, and walk across the parking lot to the customer service oasis that is Wild Oats).

I notice the same thing in client companies. I’m struck by the difference in “vibe” between companies like The NHEAF Network Organization or Northeast Delta Dental, both of Concord, NH and many others.

You Can Feel It In The Air

You can actually feel a palpable difference in the air when you walk in the door at both companies. Of course, it helps that both places have excellent receptionists -– Wanda at NHHEAF and Suzanne at NEDD. As opposed to the “Whaddya want?” style many receptionists project, both ladies make you feel like a welcome guest. They set the tone.

Contrast this with a complaint I heard from a seminar participant recently who reported that their two receptionists were “good people” but their rude, surly behavior turned off their clients.

Ah hem… maybe deep down they are good people, but they are lousy employees if they’re acting that way toward your clients.
On which end of the spectrum do you think your folks lie – the “We’re happy to be here and serve you?” or the “Whaddya want… you’re bothering me”?

Having Great Senior Leadership Helps, But...

Obviously, you’re more likely to get a positive “vibe” – i.e. emotional tone -- if you have leadership like NHHEAF and Northeast Delta Dental do. They both have senior leaders who truly care about their people. Their employees notice this and talk about it. This obviously makes a huge difference in the overall “vibe” of these organizations. But even if you work in a company where employees don’t feel like senior management cares, if you’re a front line supervisor, you can help create a “positive emotional oasis” for your team. If you want some specifics, you can download a couple of articles I’ve written on morale:

“Are You REALLY Serious About  Improving Morale?”

“8 Ways Managers Can Improve Morale"

OK, to get a sense of the “vibe you create” for customers, here’s some questions to ask your staff and some others for you and your fellow managers:

For frontline staff:

1) What kind of vibe do we create for our customers… happy and welcoming or annoyed and surly?
2) Are we having fun? If not… what do we need to do to enjoy being here?
3) Have I had enough of working with the public? (If so, there’s no shame in saying “Yep… been there, done that… it’s time to move on.”)
4) Do we feel supported by our supervisors; do they help to create a positive emotional climate here?
5) Do we feel like management cares about us? (If they don’t, chances are they won’t care about your customers)
6) Do our rules and procedures make it easy to help our customers, or do they hamstring us… making it more likely we will annoy them?

For you and your fellow managers:

1) Does senior management set a positive tone, one of caring and respect?
2) Do YOU set a positive tone?
3) Do you remember that your CSRs are People first and employees second? Do you relate as a person on simply as The Boss.
4) Do you ask employees how you can help make for a more empowering, satisfying work experience?
5) Do you hold people accountable or do you let bad behavior slide? (If you can say an emphatic “Yes” to holding people accountable, here’s an area that needs to be addressed now)
6) Do you continually coach and teach about what is great service and do you model it in how you treat your staff and your colleagues?

If you want to become more skilled at this, check out the upcoming seminar:

“How to Become a Super-Supervisor" 

with David Lee

3/16/2007 - 9AM-4PM

Hosted by Westbrook Housing Authority

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