“Here lies the body of Jonathan J., Who died maintaining the right-of-way. He was right, dead right, as he rode along, But just as dead as if he had been wrong!”
Ask… “What can I do to own the situation?” and “How can I be more careful?”
The Ultimate Excuse: “It’s not my job.”
A job description – an outline detailing our specific roles and responsibilities.
- It is a marvelous tool, but it can also become an excuse for not owning the problem at hand.
- It can keep us from finding creative solutions and cause others to think we don’t care.
Ask the Questions behind the questions such as…
- “In Which area can I help you the most?”
- “What can I do to succeed with the tools and resources I already have?”
- “What can I do to make a difference?”
Be creative. Keep reaching. You’ll find a way.
Re-source: Reembody
Organizations don’t serve people, individuals serve people.
- The individual is accountable for providing outstanding service, and it’s the organization’s responsibility to fully support them in that effort.
- Remember – in the customers’ eyes the institution is only as good as the person they are interacting with at that moment.
- In other words, the individual is the organizations.
To add value, let’s ask questions such as…
- “How can I best serve this person at this moment?”
- “What words can I use to put them at ease?”
- “How can I make the customer feel special?”
“How can I serve?” This is how we can unleash the power of personal accountability and build our own legacy of Service.
craving and resource from “Flipping the Switch” by John G. Miller
