As we mature, we begin to get new kinds of messages from those in authority. Maybe it’s our parents, the older siblings we look up to, coaches, teachers, scout masters, or even the media who begin to tell us we’re not good enough, strong enough, pretty or handsome enough, intelligent enough, etc. These negative messages play over and over in our minds until we come to believe the untruths we’re told by those we admire and trust.

What does all this have to do with customer service?

Plenty.

Negative messages about our skills, abilities, and outward appearances to the world erode our sense of self-esteem. Employees with low levels of self-esteem are generally unhappy people. I am sure this isn’t who you want serving your customers or prospects.

Here are some self-esteem facts:

• Self-esteem is the most important thing an employee brings to the job each day. An employee needs to feel good about themselves before they can help others feel good too.
• Higher levels of self-esteem are usually accompanied by higher levels of success. These two factors build on each other creating more success and greater self-esteem for the individual.
• Self-esteem begins in our heads. As adults, it is our responsibility to reverse the negative messages we hear and replace these with positive messages that we know to be true about ourselves.
• Unhappy people, and you know who they are, tend to have low levels of self-esteem. They tend to blame others (government, management, parents, siblings, etc.) for their problems, taking on the role of victim.

It is the smart CEO and manager who compliment their employees and contractors when their performance warrants praise and gently guides them when their performance warrants improvement or adjustment. This allows the employee to ultimately experience success. This communication is essential. Employees with healthy self-esteem mean happy employees and happy employees mean happy customers.

What behaviors and performance levels do you value? How do you communicate this to your staff?

Don’t try so hard, berating those gray cells to get creative— just walk away from it. Physically, if you can.  Head outdoors for a moment, take in a gulp of frosty air, scan the sky, whether it’s the color of slush or sapphires.  It’s like mentally clearing your desk, leaving it open to new project or a fresh approach.

For a bigger boost, go for the unfamiliar: a museum or gallery.  Gaze at the paintings or sculptures, letting your mind glide over the hues and shapes and even the quiet surroundings.  Or if you’re in too much of a hurry to absorb culture, check out a place that’s outside of your own interests.  A tech-minded friend claims her creativity pops when she walks into—a fabric store! “It’s so outside my world, that all the different  textures, displays, items I don’t even know the names of, will start my mind clicking,” she says.  “Color especially will ‘speak’ to me.”  If you’re skeptical, just pick up a shade card in any paint department—Meadowbrook Mellow, Birdhouse Blue, Picket Fence.  The color roll call that runs from prosaic to pure poetry may tickle the start of an idea just waiting for an invitation.

Add to the experience by bringing a colleague or friend along, for a parallel but new view of the same horizon. You’ll also double the chances of sparking a new idea. “What if we did that?” your colleague might say, noticing a museum’s collection of informational brochures, or a gift shop’s limited-hours sale.  Even borrowing an idea is okay—it’s new to you.  And it’ll lead to an improved version, customized with your unique take, and fitted to your own customers’ hopes.

For some new ideas and approaches to your customer service plan, consider calling Market Viewpoint for a consultation. We’re always happy to share the great ideas we collect from the various industries we serve. Who knows? Maybe meeting with us us just the spark you need to take your service to the next level!

What are some of the new customer service ideas you’ve come up with recently?