I suppose if I had ever attended a customer service training session in my life, I would have learned this a long time ago. The funny thing is that I’ve taught a few customer service training sessions over the years, and I’ve never reinforced let alone even mentioned the basic principle of making sure you leave your customers smiling. Happy? Sure. Satisfied with your service? Of course. Smiling though, not so much!
When I was in college, my mother taught me the important lesson of always putting a smile on my face whenever I was in a job interview. Since then, I’ve always tried to parlay that into an effective approach when meeting a client for a first time or when presenting to a large group. If I’m smiling, then I’m more likely to be in a good mood. If I’m in a good mood, I’m more likely to be present in my conversations and not be thrown off balance by an unexpected curve ball or even a more critical jab. This still is a pretty introspective and self-centered way of being though. A couple years ago, I got into an elevator with Alice Cooper. Yes, that Alice Cooper! It was early on a Sunday morning, and I was checking out of the Sheraton Universal hotel. At first, I noticed him not because of the dark make-up he was wearing as if he was still on stage but because he was cowering in the back left corner as if trying to hide. It only took me a second to realize it was him, and being the rebel-rouser I am from time to time I figured I’d try something new. Usually when I get into elevators, I do the socially-accepted thing and stand quietly eyes forward. This time, I turned to Mr. Cooper, smiled, and said, “Morning!” I know. Sounds pretty pathetic to me too now that I’m reliving the tale. The funny thing was he looked at me in dismay, seemingly assuming I was about to ask for his autograph. I did not. I did ratchet it up a notch though.
As Mr. Cooper exited the elevator ahead of me, I then said, “Have a great day!” That time, I got him! He turned, looked me in the eye for a split second, and then he smiled and turned away… In that moment, I changed Mr. Cooper’s experience of others –at least temporarily until the next celebrity-gawker he ran into asked him for an autograph. More than that, I realized the tremendous power of leaving someone else smiling rather than just putting that smile on myself.
Inevitably, knowing that I’ve left another smiling leaves me smiling too. It’s contagious! When I leave someone else smiling, it actually boosts my spirits and makes me feel better too – which of course then leaves me smiling… The difference is that by creating that positive emotional reaction in them, they too will be left in a better state.
I suppose it’s the sign of a good leader. Or maybe a good customer service representative, which ultimately is what I am –maybe what we all are intended to be. To care for others, to put their needs above our own, and to make sure that what we do does in fact satisfy those needs. I know I strive to be that for my children. I definitely strive to be that for my clients and alliance partners and others on my team. It’s similar to one of the core tenets of one of our clients – to create “sacred encounters”. In every interaction, in every conversation, to leave the other person better off for having been with you.
Sure, sounds great for an award-winning Catholic health system. Leaving people better off for knowing and having interacted with me actually is an honor and privilege for me too! Whether I’m explicitly acknowledged for it or not, I prefer to put good karma out into the world. I trust it serves me well, and will serve those around me. And when done consistently over time, it does in fact have them coming back for more.
