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Thursday, November 17, 2005
Mismatch
By Gina Prohhorov
Great potentials
HAVE you noticed how some frontliners, such as tellers, cashiers, receptionists, do not even smile at their customers? Have you noticed how only a few can really give a wholehearted smile?
Have you noticed how some tourism-related career people do not even have a friendly attitude but only have a cemetery- like aura?
Have you noticed how some executive assistants of top executives show their arrogance to visitors? Imagine they are just the assistants yet their arrogance soars to the top!
Have you met some staff of a Public Relations office that do not even say “ Hello” once you are in their office without you greeting them first?
Have you met managers who have forgotten human relations because they are already on top of everybody?
Have you seen policemen, who are so proud when they are in their uniforms with their guns, show that they do not even understand the word “courtesy” anymore?
Oh, these are just a few examples, yet I am sure you feel disgusted with these situations.
Mismatch means you are in a position that, like a frontliner, should always welcome a guest with a “full” smile, cheerful disposition and a customer focused attitude to serve promptly. Yet, what welcomes the visitor is a pouting lady who looks like she has just been through windy, stormy weather with eyebrows frowning to the max.
Mismatch means you belong to the tourism department yet your face looks like there is no place you can offer where one can tour and enjoy but only where they will be scared to death in a horror booth.
Mismatch means you are the executive assistant of a VIP and you have to accommodate the visitors’ needs but what you do is postpone his appointment until next year . You send him away without assisting at all but worsening the problem by delaying his appointment even without informing your boss. Where is the “assistance” there when you are supposed to be an “assistant”?
Mismatch means you belong to the Public Relations office yet you just hate people. You face each visitor thinking it is World War 1 or 2. You answer every question with antagonism. You show that you just need the job but never enjoy the meaning of Public Relations.
Mismatch means when you are the manager but you do not bond at all with your staff because you are on top. You just want to be the only one there, yet you forget that without a solid foundation, which is composed of your staff, you will finally fall. They may be under you but they have to strongly support you to keep you there. Do not forget that. The best bosses are those who know how to care and manage even the lowliest rank and file.
Mismatch means when you are a police officer but you wear your uniform not to serve people but just to scare them away. Even when a customer comes you scold them for asking help and tell them you are busy. You get your way by showing off your gun instead of developing good community relations.
If you happen to see any one of these , give them a full smile and remind them to do so. If not ask them to take a leave, they should not give their company a negative impression. If you happen to be the mismatch , then think about it. Be happy that you are in that position and show it. You must be there because of your qualifications so balance your position , your disposition and your face!
For those who need seminar-workshops on Quality Customer Service, Teambuilding, English Fluency, Corporate Personality Development, please contact the author thru 0920-524-8777.
(November 17, 2005 issue)
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