by Cathy Del Colle*
As the saying goes, “attitude is everything.” This is especially important in the service industry. Whether in an email exchange, on the phone, as well as in and around the office with your colleagues – it’s important to have a positive attitude.
I recently came across a great quote on the blog, “Talk to Me, Perspectives from InTech Editor Greg Hale.” It reads: “Service is about the emotions of the recipients of the service. They always remember how you made them feel.” This is so true!
That’s why all BurrellesLuce clients have a dedicated account manager to handle their needs. We even established a service hotline on our phone lines so that client’s may speak with another member of Client Services, rather than go into a voice messaging system, when their account manager is unavailable or if they are unsure of who to contact. Once the customer is connected to their account manager, it’s the beginning of a good exchange.
Of course we all have bad moments or bad days, but its how you choose to handle these situations that matters. That’s the thing about being in service – you have to anticipate your customer’s needs; you have to put yourself in their shoes and you can’t expect much in return. Although don’t be surprised to learn that your smile has rubbed off on someone else.
And the other aspect about quality of service is the end result does not have to cost too much, if anything at all. It is all about treating people fairly and being attentive to their needs or their requests. If you can do that, then your smile will always shine through!
*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce
