Courtesy & Professionalism

 

 

SHARED THOUGHTS.....15.03.2013.
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During days of travel, it is difficult to sit down and pen your thoughts. Past few days have been one of hectic travel, discussions and meeting many new people – professionals in my business from various parts of the world, converging in Boston USA.

Going round the city, it was wonderful once again, to experience courtesy and professionalism at its best.

I mentioned ‘once again’, only because we need to travel outside of where we come from – Middle East and Asian sub-continent, where courtesy is an alien word and professionalism is unheard of in terms of customer service.

Here in Boston, wherever we went, by and large, we came across people who are patient, polite, courteous, with a ready smile of greeting, even from the joggers; not to mention the calm and quiet on the busy roads and intersections.... no horn, no wild driving, no road rage  ; perhaps the weather and the orderly system are the contributing factors.

Reminded me of a dispatch long back, which I was able to retrieve ( Shared Thoughts 10.08.07), which I would like to share, that reflects what professionalism actually is…
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Professionalism = more than just doing your job.

from Mr. Dennis Snow 

I don't like to shop. Clothes shopping, grocery
shopping, car shopping; it doesn't matter -- I don't
like it. I want to get in, get what I want (fast), and
get out. A recent shopping experience, however, was a
pleasant surprise.

This experience showcased customer service at its
best, and at its most simple. Once again I was
reminded that great service isn't about grand acts, it
is about common courtesy, artfully delivered.

While on vacation in Chicago, I needed to buy a pair
of casual shoes (I had forgotten mine). I found myself
in a store called the Walking Company. A friend once
told me it was a good store. It was crowded, so I
almost left. But one of the salespeople made eye
contact with me. It wasn't the kind of eye contact
that said, "Oh no, another customer." Instead, it was
eye contact that said, "I'll be right with you." It
was good eye contact.

So I browsed around for a few minutes and found a pair
of shoes I liked. Sure enough, the salesperson came up
and said, "Sorry about the wait, let's get you some
shoes." I showed her the pair I wanted and asked to
try size 10. She said, "Let's measure your foot just
to make sure." I know I wear size 10, but her whole
demeanour showed that she wanted to make sure I got
the right shoes.

She measured my foot and said, "Size 10 is right, but
you have a very 'Rubenesque' foot. The type of shoe
you've selected won't be the most comfortable for you.
I think this other style would feel much better."

Being the skeptic that I am, I looked at the price of
her suggested shoes to see how much she was up-selling
me. Same price. Hmm. With nothing to lose, I tried on
the style she suggested, and they were extremely
comfortable. I must admit: they are the most
comfortable pair of casual shoes I've ever owned.

As I paid for the shoes, the salesperson continued to
wow me. She said, "If you ever buy a pair of shoes
somewhere else be sure to tell the salesperson that
the arches in your foot have fallen a little, and you
need shoes with some arch support -- like these."

When I get good service like this, I want to keep it
going. I asked her if there is a Walking Company in
Orlando, where I live. "Absolutely, it's at the
Millennium Mall." Since then I've bought two pairs of
dress shoes at the Orlando Walking Company, again with
great service. I can't imagine buying shoes anywhere
else. And I've sent plenty of friends there.

Now, let's look at what this salesperson did that made
this a great shopping experience. I'll analyse the
details in a moment, but one word sums up her style --
professional. This lady was a professional in every
sense of the word. Her skills would apply anywhere, as
applicable in a bank, hospital, theme park, or law
office as they are in a shoe store.

Here are four universal traits of a professional in
any job position:

1. Professionals are responsive: When I entered the
store, the salesperson made immediate eye contact with
me. It was sincere eye contact that said she cared
that I was there. And as soon as she was finished with
her customer she came right over to help me and
apologized for the wait.

The store was busy. But I noticed that everyone was
being helped. The salespeople had mastered the art of
handling more than one customer at a time while making
each customer feel like he/she was the only one. None
of the salespeople looked frantic, just responsive.

2. Professionals are knowledgeable: This salesperson
knew about shoes. On the other hand, I know very
little about shoes. Seeing that this was the case, she
took charge of the situation and made sure that I was
getting shoes that were right for me. I benefited from
her knowledge.

There is an art to sharing knowledge, I admit. Some
customers may say, "I know what I want. Just get it
for me." By briefly talking to me, however, she
realised she could make a recommendation for me, that
I was flexible. Professionals read the situation and
adapt to the personality and needs of the customer.

Of course, all of this means knowing your product.
Professionals are constantly learning about their
products and their customers. The only way that the
Walking Company salesperson could steer me to the
right pair of shoes was by knowing shoes and feet.
Professionals know their stuff.

3. Professionals care about what they do: My Walking
Company salesperson could have easily brought me the
pair of shoes I originally asked for. But she wasn't
selling shoes -- she was selling the right shoes.
That's the difference. Professionals aren't happy just
selling a product. They want it to be the right
product for the customer.

4. Professionals teach you something: I left the
Walking Company knowing more than when I walked in. I
now know to ask for extra arch support in my shoes.
Not a big deal, but I will always remember that
advice.

Think of some of your best service experiences: the
waiter who made the perfect recommendation, the
computer helpdesk that gave you a tip on how to make
an application more effective, or the clothing store
employee who helped you coordinate colours.

In most cases of outstanding service, the employee
left you more knowledgeable than when he/she found
you. The new information might not change your life
(though it could), but it does make your life a tad
better.

Conclusion: Professional behaviours are simple. What's
not simple is the consistent application of them.
Being a true professional takes thought and effort.
But, once you are truly professional you can go just
about anywhere.

The skills are universal, and they are rare. True
professionals stand out from the crowd and grow
rewarding and satisfying careers. And the customers of
the world know when one is at work.
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Dennis Snow is the president of Snow & Associates,
Inc. He worked with the Walt Disney World Company for
20 years and now consults with organisations around
the world helping them achieve their customer service
goals. He is the author of the book, Unleashing
Excellence -- The Complete Guide to Ultimate Customer
Service.
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Useful and simple tips towards making oneself more acceptable ... tho' not very simple to perform in our daily lives as they are worded....

TO ENTERTAIN SOME PEOPLE,
ALL YOU HAVE TO DO IS LISTEN.
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IT IS EASIER TO SMILE THAN TO FROWN.
IT TAKES 64 MUSCLES FOR THE FACE TO FROWN,
ONLY 13 TO SMILE.
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WHAT COUNTS IS HOW MUCH YOU PUT IN,
NOT THE HOURS YOU PUT IN.
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ITS NOT THE SUGAR THAT MAKES THE TEA SWEET,
BUT THE STIRRING.
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STOP LOOKING FOR FRIENDSHIP,
AND START BEING FRIENDLY.

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Have an enjoyable weekend.

from Boston,

 

MOHANDAS. KP.

http://mohandas-sharedthoughts.blogspot.com/