Want Good Service?
Follow the Golden Rule
By Rhonda Finniss
When I'm teaching any of my Customer Service series of workshops, I almost always use a quote from Tom Peters (In Search of Excellence, Thriving on Chaos etc. from the mid-1980's). 
"96% of the labour force is involved in service positions, either internally or externally."	
Now when that was released, 96% was considered a very high and even controversial statistic. That was before what I call "The Customer Service Revolution." Back then (20 years ago, can you believe it?) the only people who had customers were in retail or a restaurant environment - certainly not government or monopolies!
Now as we fast forward to the year 2002 (!) the 96% seems to be a very low percentage. Doesn't everyone have customers? And shouldn't we all maintain those relationships to ensure that our job and life is made easier? Why would I deliberately treat someone poorly just because I don't have to work with them?
I joke about who our customers are. My company (just me and sometimes I hire someone for the office during busy periods) has many customers. My Purolator deliveryman is my customer. And yes, I'm his too. I am nice to him - he in nice to me. Stephen Covey would call that a win-win situation. I want to ensure that my packages are delivered in good condition the next day. He wants to ensure that I keep using Purolator (job security you know). My family is my customer too. It is in my best interest that we have a good working relationship!
It just amazes me how many people just don't get this concept. Having a good, happy, enjoyable life is all about relationships! I'm sure that many of you are familiar with the golden rule. I remember that every year in Sunday School we discussed it. "Treat other people the way you want to be treated." Yet daily I see others being rude, completely ignoring someone else and generally not following the golden rule.
If you want good service in a store, restaurant, government office or anywhere, the easiest way to get good service is to be a good customer. If you are on the other side of the counter, the easiest way to get good customers is to provide good service.
That doesn't sound like rocket science does it? Do me a favour - for the next 7 days walk around with your eyes focused on what you are seeing other people do (instead of a million miles away like we all normally do). Are people treating others they way they want to be treated? Are you?	

Read Only Copyright 2002 Used with permission of author. Rhonda Finniss is a Professional Speaker, Trainer and Consultant and President of ON THE RIGHT TRACK - Training & Consulting and is available to deliver customized workshops or keynote speeches at your next convention. Call today at 1-877-213-8608 or e-mail Rhonda@on-the-right-track.com. 	

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