motivation

Make it Crystal Clear - 5/21/19


Sometimes we communicate so well, and sometimes we don’t communicate as well as we think we do. When you’re trying to set or manage another person’s expectations, what you say may be very clear to you, but the reality is it may not be clear to the other person. Read more

Harvey Wrote the Book on Focus...and Golf - 5/14/19


In Harvey Penick's Little Red Book, the famous golf instructor provides many key tips about golf that just as well could apply to life in general. One such tip is the following: Once you address the golf ball, hitting it has got to be the most important thing in Read more

Stop Rolling Your Eyes - 5/7/19


Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned. I’ve personally facilitated hundreds of training sessions with clients over Read more

Should you tell the customer? The Employee’s Dilemma - 4/30/19


Last week we looked at the dilemma that many companies face – When there is an issue that is going to happen, should they tell the customer? This week, let’s address that same question from the employee’s perspective. I personally experience employees struggling with this question when I’m in Read more

Should you tell the customer? The Company’s Dilemma - 4/23/19


I have a lot of clients that struggle with this question, both at a company/strategic level as well as an individual representative level. When there is an issue that is going to happen, should you tell the customer? This week we’re going to address the question at the Read more

Customer for Life – The Final Step - 4/16/19


Two weeks ago, we addressed the Third Step of keeping a Customer for Life: Address what will keep them. Now, we’re sharing the Fourth and Final Step. To have a Customer for Life, you have to grow your relationship with them. While the 3rd step is the Read more

Use the Actions of Empathy - 4/9/19


I firmly believe that the most important personal trait of someone in customer service is empathy. If empathy is understanding the other person, then it’s very difficult to truly serve someone that you don’t understand. Particularly when they’re upset or irate, being empathetic and getting them to Read more

Customer for Life – The Third Step - 4/2/19


Two weeks ago, we addressed the Second Step of keeping a Customer for Life: Never let a relationship go stale – keep the communication going. Now, we’re sharing the Third Step. To have a customer for life, you have to address what will keep them. Read more

Facial Recognition is the Future of Customer Service - 3/26/19


According to a recent New York Times article, facial recognition is the future of retail customer service. A trend in technology for retail businesses is to utilize facial recognition technology in order to better know who is entering your business. The idea is that if somebody within Read more

Customer for Life – The Second Step - 3/19/19


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to Read more

Motivate Yourself? – 3/18/14 TOW

Posted on in Customer Service Tip of the Week 2 Comments


How often have you heard the expression “self-motivated?” It’s usually used to describe others such as “That job applicant is obviously NOT self-motivated” or “Joe needs to be more self-motivated.”

So what exactly are these (typically) managers saying when they lament a lack of self-motivation in others? It’s usually that they don’t know how to motivate someone, and it’s frustrating to them. It could also be that they don’t want to have to motivate someone. They’d rather that employees motivate themselves.

“They get to keep their job – isn’t that motivation enough?!”

Well this Tip has a simple idea that will make those managers (the good ones and bad ones) happy. This advice will also help those of us who don’t get the outside motivation we need.

It’s simple – 3 Steps. Step #1: Make a Success List every day. This is what I do (and it works).

At the start of the day, get out a blank sheet of paper, and write “Successes” at the top. Then throughout the day, note a word or two to remind yourself of one of your accomplishments. Today, for example, I have 5 successes so far (I just write on my sheet what you see to the left of the hyphen below):

  • Bob Smith – The name of a client who said he’d be a reference for CSS for some pro sports mystery shopping work
  • Client X Mtg – A sales meeting I had this morning that went great
  • Article Published! – Notes an article that was published today
  • Great Interview – A helpful telephone interview with a client to share information in preparation for some upcoming training
  • Survey Launched – We launched a new survey today.

By the way, completing this Tip of the Week will be #6!

You don’t use the Success List as a rehash of your To Do’s. There may be some of that on there, but it’s basically your accomplishments – a customer conversation that went well, some kudos you received in an e-mail, some interest on a new project, some thank you that a customer provided, or a word of encouragement from a co-worker or supervisor. Maybe it’s the fact that your week is planned or you reduced the backlog of work. Maybe you went through an old file and purged some old documents.

Whatever it is, write it down.

Here’s Step #2 – Read it as the last thing you do before you go home.

And Step #3 – Read it again as the first thing you do to start the day.

Being self-motivated is a wonderful attribute, but not many of us – day in and day out – can do that without intent. Be intentional. Recognize your own successes. Pat yourself on the back – you deserve it!

Create your own daily “Success List.”

 


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