..hey there, saw dis article so I decided to share:
hope you enjoy it.. its a kind of "follow up" to the one I wrote here. http://www.banjoore.com/2014/02/expect-best.html?m=1
but: see the excerpts of my featured article below: Expect The Best But Don't Forget Your Part Monica Postell December 7, 2009
...what’s not to like about expecting the best of yourself, your co-workers, and, most definitely, your customers?
...I have a role to play in the success of the principle. ..Expecting the best comes with some responsibilities; you can't forget to do your part.
...As you think about expecting the best as a manager what part do you play?
• I hire people who can do the job, provide job specific training, and then step aside so they can do the job.
• I let my team know that I know they come to work every day wanting to do their best.
• I don't worry about future problems; I assume I can handle them if they arise. What part do you play as a customer service, sales, or support representative?
• I believe customers are reasonable and appreciate my efforts on their behalf.
• I don't let bad experiences from my past color my expectations for the future.
• When I get a call, I assume it's going to go well.
• If at first I don't know the answer, I trust that I'll figure out how to use my resources to find the answer.
There are many benefits to expecting the best. It encourages employee engagement. It encourages customer engagement. It's hopeful, positive, and, best of all, it feels great...
Monica Postell works with Impact Learning Systems in designing and deploying training and development programs that foster real customer loyalty.
NB: pls read the full article here:http://www.impactlearning.com/expect-the-best-but-dont-forget-your-part/
Banjo Ore @olabanjore www.facebook.com/banjoore