Reputation COUNTS

I love to receive great customer service.  Who doesn’t?

Last week I went into Quest Diagnostics in Crofton, Maryland, and was enthusiastically greeted with, “Good morning, my name is Teresa.  How are you today?”

As I was leaving, she said, “You have a beautiful day.”

Then I went to Safeway down the street.  The cashier genuinely smiled and said with sincerity, “Thanks for shopping here.”

Both women had an upbeat, positive attitude, which made me feel good.  What they both understood was that this type of attitude is a simple way to please customers.

Tags: Attitude, Customer Service by Marcia Hall
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Yesterday I went to a grocery store to pick up some tea.  This was a different store than I normally frequent, but the layout appeared to be the same.  I walked to the aisle where I believed the tea would be located only to discover it was not there.

 After going back and forth between aisles to see if I had missed it, I found a store employee to ask.  I said I couldn’t find the tea and I’m sure frustration was apparent in my voice.

He told me the tea was in aisle 2 at the other end of the store.  Then he said, “Do you want me to show you where it is?”

In his tone, I heard a hint of an “attitude.”  Just for a second he reacted to my frustration by losing his cool.  Had he sincerely wanted to help, I would have been grateful and happy to return to this store.

Tone really does matter.

Tags: Attitude, Customer Service by Marcia Hall
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Yesterday I went to Costco to pick up a few items.  When leaving, I was greeted by my favorite customer service representative who was checking receipts as patrons left the store.

Over the years, I have shopped at this store frequently, and always been impressed by this employee’s attitude.  He has the most wonderful smile and says, “It’s great to see you” with authentic enthusiasm.  I feel like I’m his friend and that he really is happy I’m there.

I believe the service he provides is extraordinary.  He clearly understands the value of demonstrating a positive attitude.  In fact, this soft skill is important in any industry, no matter what job you have.

Think about the service you provide.  Is it extraordinary?

Tags: Attitude by Marcia Hall
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For the past two weeks, NBC Nightly News has ended their broadcast with a series called “Making a Difference.”  These segments are my favorite part of the program because they are inspiring, hopeful, and usually put a smile on my face.  I often turn to my husband and say something like, “Wasn’t that great!”

With negative news filling the airwaves these days, stories that show people solving problems or lending a hand to someone in need are most welcome.

What story do you tell?  What are you doing to be inspirational, helpful, or kind?

Tags: Attitude by Marcia Hall
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“How can I show them I am capable of so much more than this job, which is beneath my skill level?”

The first step is to demonstrate that you are first-rate in your current position and that you have a positive attitude.  This means saying, “Sure I’d be happy to,” when you are asked to do a task you believe is beneath your qualifications.  The reality is that there is no work that is below your skill level as everyone needs to pitch in to make companies prosper.  Employers are watching attitude and your level of competence.  They want to see if you are enthusiastic and can exceed their expectations.

The next step is to be proactive.  Determine what else you can do and volunteer to undertake a new responsibility.  Anticipate what is needed next rather than waiting to be asked.

By consistently doing what you say you will do, being accurate and professional, and by being positive every day, you build the type of reputation that moves your career forward.  Your employer needs to trust that he/she can count on you, and your actions and attitude either build that trust – or hurt it.

Tags: Attitude by Marcia Hall
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Did you know that certain behaviors and attitudes you display might be interpreted by coworkers or your boss as arrogance? 

Take this short quiz and see if any apply to you.  Answer Yes, No, or Sometimes:

1. You don’t listen well and interrupt others to tell them your good idea.
2. You don’t look at other people when you speak to them.
3. You don’t acknowledge other people coming into the room.
4. You rarely smile.
5. You don’t interact with coworkers in a positive way.
6. You don’t return coworker phone calls or emails promptly.
7. You show annoyance when you are asked to do “grunt” work.
8. You feel entitled to your job or a project.
9. You don’t like to share credit with others.
10. You keep other people waiting.

 If you answered “Yes” even once, you may be seen in a negative way.  Since being perceived as arrogant can hurt your career, it is important to correct these behaviors as soon as you are aware of them.  Ask friends and family for their feedback and support as you make these adjustments.  It may take some time to improve the perception other people hold of you, but your career will suffer if you choose not to change the behaviors.

Tags: Attitude by Marcia Hall
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You may not be aware that optimism is celebrated during the month of March. While there are certainly many problems in the world, it is worth thinking about how positive you appear to others during trying times.  For example:

• Do you smile when you meet or greet people?
• Do you show enthusiasm for what you’re doing?
• Do you help others?
• Do you say thank you?

These simple actions create a perception about you as a person who is upbeat, friendly and nice to be around.   That is worth celebrating.

Tags: Attitude by Marcia Hall
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 Today I read an article about the physical benefits of smiling.  In addition to appearing friendly and likeable, the bonus is that your body releases endorphins, which makes you feel better.

Some days, you may not feel like smiling, particularly if you read or listen to the news lately. So it’s handy to have a list of activities close by that brings a smile to your face.  Here are some of my favorites:

• Dancing with my grandchildren or having them say, “Hi Grandma,” and giving me a hug
• Watching old episodes of Everybody Loves Raymond or The Cosby Show
• Eating a chocolate chip cookie right out of the oven
• Watching a waterfall
• Lying down in the sun on a Sunday afternoon
• Seeing a spectacular mountain or pictures of one
• Getting a letter in the mail from a friend
• Going to a fabulous brunch with lots of choices
• Sitting by a fire in our family room fireplace

Just thinking about any of these things cheers me up.  When you recall favorites that make you smile before going to work, you feel content when you arrive.  Co-workers and customers are then affected in a very good way too.

Tags: Attitude by Marcia Hall
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The other day my husband and I were in the garage ready to leave when the garbage truck stopped at our house.  One of the men collecting the trash walked the empty container up our driveway and gave it to my husband rather than leaving it by the curb.  “What a thoughtful thing to do,” I said.

As I drove up the street, I waved and smiled at this man.  He responded with a grin and wave.  His simple act started a chain reaction of good feelings.  I thought about what he did for several hours and found myself smiling a little more.

In January, I celebrate Simple Way #1: Smile and Be Positive from my book Jumpstart Your Job: 12 Simple Ways to Shift Your Career into High Gear.   I think being positive, friendly and likeable can create a variety of opportunities and attract people to you.  It all starts with a genuine smile.

Tags: Attitude by Marcia Hall
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During the holiday season in particular, I am struck by how unhappy people look as they shop or go about their day.  People walk right by each other without smiling or acknowledging the other person. 

But, what if one of the two people smiled instead?

Employees who greet customers or clients with a genuine smile and friendly attitude make interactions pleasant and memorable.  It’s easy to do, plus there is an added benefit because the physical act of smiling releases endorphins that will reduce stress.

My holiday wish is that we all will smile just a little more often.

Tags: Attitude by Marcia Hall
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