Going  the Extra Mile,  By: Chip Eichelberger

I was flying back from a speaking at a convention for a client and I sat near the entrance. I watched as the flight attendant reached into a drawer in the galley and handed “wings” in a plastic bag to the children as they boarded. She showed little emotion, didn’t speak, and didn’t even offer a smile. I noticed the parents unwrapping the wings as they went to their seats.

I watched this happen multiple times and I thought that is not a great experience for either the flight attendant or the children. I thought there must be a better way to do that with more impact! Have you ever seen poor customer service and just had to say something? Now, how do you share it without looking like to big of jerk? I used my best rapport skills to ask a few questions and to get the ball rolling. I then said, “I know that you have many tasks you have do to over and over as a flight attendant. I couldn’t help but notice the way you handed out the wings those future frequent flyers. I think the value the kids place on receiving the wings is based on what you say, how you say it and the experience created in that moment. While that might get to be routine for you, I noticed that you just placed the wings in their hands without saying anything.” She looked at me and said with little emotion; “It’s the thought that counts.” I was shocked!

I guarantee that is not the way she was taught to do it during training. I really believe she has an opportunity to positively impact that child forever, impact that future frequent flyer to think good thoughts about the airline if she does it right. I tried to discuss it with her, but could not get through. I did not drink anything unopened the entire flight.

Some people say, “It’s the thought that counts.” – that is just an excuse, when they really are giving a poor effort and are too lazy to do any better. Are you amazed like I am at “who” they answer the phone at many businesses? You are turned off in the first 7 seconds of contacting that company. Sadly many will succumb to the Law of Familiarity: The more you are around something or someone, the more you take it or them for granted.

Through repeated exposure to a task, a job, or a person, you can lose your fire and passion for what you are doing. The tendency is to focus on what you don’t like instead of what you do like, enjoy, or admire about the task, your job, or the other person. This jaded attitude can happen to anyone, and apparently it happened with this flight attendant. It would be a challenge to connect and cheerfully say hello/goodbye to hundreds of people everyday, but it is part of their job!

Where have you stopped giving your best effort with your family or in your career? What are you taking for granted? Where have you let yourself off the hook by saying, “It is the thought that counts”? Does this happen with your customers, your teammates, your spouse or your children?

On another flight a few months later, I happened to sit next to a woman who was in charge of training the flight attendants for this airline. She loved my story, saying she would use it as a “how not to” example. She explained, “I consistently preach to the new flight attendants that good is not good enough. To deliver exceptional service, you have to go the extra-mile.” It does take more than a thought to count and to truly have a lasting impact on others. How can you go the extra-mile to provide a better experience for others today? Remember that your family is in that group too!

About the Author

Chip Eichelberger is a peak performance strategist and motivational dynamo. Former Tony Robbins international point-man, he speaks at conventions for clients like Tommy Hilfiger, ADP, Century 21 and Marriott. Sign up for his e-newsletter at GetSwitchedOn.com – 866-224-1393 – Chip@GetSwitchedOn.com

(ArticlesBase SC #9609)

Article Source: http://www.articlesbase.com/ – Going the Extra-Mile

Every boss can’t be loved by every employee. But that doesn’t mean that every boss needs to be Michael Scott from NBC’s The Office. Thus, in order to minimize resentment, a good boss should understand some of more common reasons why employers hate their bosses so they can respond swiftly and effectively.

1. Employees need respect. One of greatest complaints that nearly every employee has about their boss is a perceived lack of respect. Most employees feel their bosses don’t respect their privacy, their ability, and their personal lives (yes, employees have a life outside of work). As such, employers should go out of their way to show respect to each employee in the organization. Remember that respect tends to be reciprocated; as such, showing respect to employees is one of the most effective ways to win their respect and loyalty.

2. Employees dislike micromanagers and under-managers. A bad boss is like an overbearing parent. A good boss, by contrast, treats employers like adults – that means giving employees plenty of space and freedom to accomplish their work. Bosses should never spy and should strive to maintain privacy. In short: if your employees are good workers, don’t micromanage. Just step back and let them do their thing. However, be careful to avoid the opposite of micromanagement – under-management. Under-managed employees receive little or no support (material, emotional, financial) from their bosses. While the lesser of two evils, inadequate support also leads to resentment as well as apathy on the part of employees. After all, if the boss doesn’t care, why should I?

3. Employees, like bosses, don’t think they’re getting paid enough. Rare indeed are the organizations in which employees feel they’re well paid. (It’s probably human nature to feel under-appreciated.) Still, a good boss can help placate disgruntled workers by making the pay philosophy of the company clear and by finding other ways to compensate workers.

4. Employees tend to dislike meetings as a rule. Meetings are a necessary evil. That being said, employers can make them less annoying and less intrusive by planning meetings carefully, imposing strict time limits, making goals and action items clear, and by creating an environment where employees can voice their opinions openly without fear of retribution. It might even be helpful on occasions to seek feedback from employees as to how meetings could be made more effective.

5. Employees need to feel appreciated. When creativity or hard work is unappreciated, unacknowledged, or unrewarded, employees – just like everyone else – tend to feel resentment. In turn, resentment can lead to apathy. This is why it is crucial for bosses and managers to show they both see and appreciate the work being done. A little acknowledgment goes a long way – in fact, verbal affirmation can often be as rewarding for employees as a raise or a promotion. Well, almost.

To conclude, let me observe that most of the reasons that employees hate their bosses are not related to background, personality quirks, or other things beyond a boss’s control. Rather, most – if not all – of these concerns could be assuaged if the boss would simply be aware of them and take steps to reduce their occurrence. Of course, that’s easier said than done, mostly because there are a myriad of ways that employees annoy their bosses – but that’s the subject for another day.

 Article Source: http://www.articlesbase.com/ – Top 5 Reasons Why Employees Hate Their Bosses (And What Bosses Can Do About It)