It's All About "Attitude"
I visited a government
department today to follow up on an outstanding issue (we won't say what it was
to “protect the innocent”), but basically, I needed a certain set of documents in
order to progress something and only those people could issue. I started things in the middle of the month,
so here we are almost at the end.
What was interesting was the different attitudes I
encountered from the two staff who saw me.
One was older and more experienced in terms of “time served”. The other was younger.
The first kept pointing to a calendar, counting the number
of days lapsed since I had initiated this matter and not really wanting to
commit to a firm time. The younger one
simply asked me for my contact number and said she’d check and give me a call if
things were ready.
Both did their jobs, and were very pleasant, but which would
you say left a better impression? The
one who “played by the rules”, or the one who took my number?
Was one “set in her ways”, whilst the other was a “modern
thinker”? Who’s to say.
Here’s the fun part – I know
that, in fact, I shouldn't have gone until at least tomorrow. However, miracles do occasionally happen in the “government machine” and I’ve had
pleasant surprises before. I knew I was
taking a risk, I’m not going out of my way to detour to the department
concerned, so I’m fairly relaxed about things.
My thoughts on this were simply that two different people
displayed two very different attitudes and I know which one left me feeling
better. I made me ask, what attitude am
I showing others, and is it helping me and my business to achieve our
objectives?
Labels: Customer Care, Leadership, Selling, Strategy, Teamwork
posted by William Martin @ 11:05
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