| Humor at Work |
ISSUE 705 - Nov. 22, 2017 |
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Five Traits of Customer Service Leaders |
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On a ride back to the airport, a VP of a hotel told me how a property in their chain got downgraded - they lost one of their diamonds used to rate prestigious hotels. After assessing the situation he decided the best course of action was to transfer a bellboy from another hotel property to the downgraded hotel. This bellboy had no budget or supervisory
authority, yet he had something the VP recognized: He was a customer service leader in the truest sense of the term. His attitude, his relentless focus on customer service, and his contagious ability to influence fellow employees with his vision, humor, and enthusiasm were renowned. And sure enough, a year after his transfer the hotel regained their diamond.
Southwest Airlines embraces the motto, "We are leaders leading leaders" for a reason. Great organizations know that leadership occurs at every level in an organization, on every team, and in every position. Inspiring organizations embrace the idea that leaders don't create more followers, they create more leaders.
Here are five key leadership traits that will help you become known as a customer service leader on your team:
1. Leaders are future-focused. They think about where they and their team need to be a year or even five years from now, they always look for continuous improvements, and they are never content with the status quo.
2. Leaders see the forest and not just their own stand of trees. Leaders consider what's best for their entire organization, not just their piece of the pie. In other words, leaders think like owners.
3. Leaders have the ability to positively influence the people around them toward a common goal.
4. Leaders are humble - they laugh at themselves and practice plenty of self-effacing humor.
5. Leaders are relentlessly, outrageously service-focused, whether interacting with their own teammates, employees, or external customers, they understand that to lead is to serve.
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Mike's Fun at Work Tip |
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A "get-to-know-you-better" meeting icebreaker: Have a bowl of M & Ms (or any multi-colored candy) available and have every participant randomly take 1-3 pieces each. Then create a color-coded question key, for example:
- Red candy: What's your favorite hobby?
- Green candy: What would your last meal request be?
- Yellow candy: Favorite comedy movie/TV show of all time?
- Orange candy: #1 place you want to travel to?
- Brown candy: Biggest workplace pet peeve?
- Blue candy: What's the first job you ever had?
Everyone must then answer based on what color M & M they chose - if they chose three candies they have to answer three questions, if they chose all three reds then they have to list their three favorite hobbies.  |
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Quote of the Week |
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“If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people look forward to coming to work in the morning.” John Mackey, CEO, Whole Foods Market
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It's a Wacky World |
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Belachew Girma is known as the World Laughter Master. He gained this unusual title after laughing for three hours and six minutes, setting an unofficial world record. He now runs a laughter academy for people who want to laugh as heartily as he does, and he's established the first laughter school in Africa to teach people to laugh regardless of the challenges facing them.
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Copyright © 2017 Humor at Work. All Rights Reserved.
mike@mikekerr.com
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