Customer Service Spirit
by Joel Lesko, SMILE! producer
It's a constant challenge. How to educate, inspire, motivate frontline
staff for positive interactions with customers. We've all been there.
Having a bad day, feeling overwhelmed... So, how do you help your people
turn that around?
When I started the project to film Reggie for the SMILE! video, I had
certain preconceptions about the story. I had ridden on Reggie's bus and
saw (and heard) his positive attitude shining through the chaos of a bus
ride. But to tell you the truth, I wasn't sure if there was anything beyond
Wow, was I surprised and delighted when I interviewed Reggie and he shared
his personal philosophy about the WHY. Why is his job the way it is. Why
does he choose to make it that way. How many of your people know they
This is important for those of us in the training world - it's really
a job of turning a switch, opening a door - enlightening. Once people
see that they can make a choice, that they have the personal power to
do that, they have the key to their own satisfaction. Many a wise man
(and woman) has said that it's not what happens to you that's so important,
it's what you do with what happens.
In SMILE!, Reggie shares his insights into how he deals with a the public.
The biggest part of his job is keeping the bus on the road, but he also
has to be a good "manager" of his riders. Reggie checks them
out, assesses where they are. By paying attention to them and choosing
to be nice, he takes control of his own experience of every situation.
There's much more to say about this and I encourage you to write
me what you feel about this.
Riding with Reggie has convinced me that we need to instill the spirit
of customer service in our frontline people. Starting with respect and
attention for our own integrity - as Reggie says, "I'm going to take
care of my side;'" and then considering the customer care side.
Remember, not everyone's going to sing (thankfully), but everyone stands
to gain if you share the idea of personal choice. And from there flows
a new dynamic for customer service.
"Life is what we make it – always has been, always will
• Grandma Moses
" We don’t see things as they are, we see things as we
• Anais Nin
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