selfless

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

Encourage the Customer - 12/17/19


Everybody sing with me:  Feelings, whoa whoa whoa, feelings… Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience. No, you can’t make someone feel Read more

Hearing is Believing - 12/10/19


“I just want to be heard.” When I work with clients whose customers are the community, this is a phrase I’ve heard far too often from residents.  For retail businesses and other industries where there are many choices, often customers will take their business elsewhere instead of complaining.  But with Read more

Assuming the Solution – The Great Time Waster - 12/3/19


Here are 3 customer service scenarios for a college IT department: A staff member calls in and says that they’re having trouble logging in.  The employee responds:  “I can reset your password for you.” A faculty member calls IT and says: “I need help showing a video during class Read more

Become a Best Practice - 11/26/19


When evaluating the service that our clients provide to their customers, we look at all sorts of things – from employee attitudes to knowledge, from service skills to procedures, systems, and technology.  We look at navigation to and within the facilities, and we look at layout and signage and Read more

Serve with Integrity - 11/19/19


I’ve been reading a book recently about a Charlotte-based service company, and the author of the book conveys the CEO’s perspective on management, culture, and serving customers. At the back of the book, the author noted the organization’s Core Values. They are honesty, integrity, fairness, and respect. I literally Read more

Don’t Mistake Kindness – 9/3/19

Posted on in Customer Service Tip of the Week Please leave a comment

I have a friend who does a lot of things for a lot of other people. He sometimes has a hard time saying “no,” and he really works hard to try to be kind to others. But occasionally some of those for whom he does good works will ask him to do things that they can do themselves. Sometimes they will ask him to do some work at their house in the late afternoon or evening for a couple hours after he’s already worked a full day at his own job.

At times like this, he occasionally vents to me, and the phrase he uses is “Don’t mistake my kindness for weakness.” His point is that – just because I’m good to you and kind and courteous, doesn’t mean I’m a weak person.

I agree with that statement wholeheartedly! For those of us in customer service, we try to be kind to others. We try to be helpful to others. We are in the business of serving others, so we want to do what will help the customer or the co-worker. That being kind and considerate and courteous has nothing to do with weakness. Being selfless or caring or compassionate should not suggest to people that they can take advantage or walk over us.

It’s a personal and professional strength to be empathetic enough to understand others. It is a strength to suffer the slings and arrows of outrageous complaints and unrealistic expectations and irrational actions of others, and to be able to handle it in a professional way that moves that conversation along, gets to a resolution, and creates some closure.

It takes a strong person to succeed in service.

So, don’t view your positive and selfless and kind qualities as a weakness, because if you view it as a weakness, you know that the other person will view it as a weakness. Realize that it’s your strength, and it’s not an excuse to allow others to take advantage of your good nature or your good deeds.

Don’t allow others to mistake your kindness for weakness. Believe in the strength that you have to be good and do good for others.

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