Your attitude will affect your bottom line.... Whenever you say you have experienced good service from another human being, whether that person was part of a company or just an individual, what is it that actually happened to make you feel that way?

It’s the attitude of the person you came into contact with that made the difference. That person was interested in what your problem was, listened to you, showed empathy, asked questions, shared knowledge or even some humor, and offered advice. In a business setting, that’s real customer service.

A friend of mine interviewed three plastic surgeons regarding a procedure she wanted done. She told me that surgeon number two was absolutely the best surgeon. Why? Had she observed him doing an operation? No. Had she studied his technique? No, but he had the right attitude, and that made him the “best.”

Think about it. If you interact with someone that does not listen, is not interested, couldn’t care, did not share knowledge, treated you flippantly, and had a sour face, would you want to do business with them? Probably not.

If that person was a family member, they would probably also suffer some sort of sanction.

What is it that causes a company, a service or an organization to develop a bad attitude and consequently, bad service?

I believe that point is reached when they think they have a monopoly regarding your needs. As long as they see they still have effective opposition you’re OK. As soon as they feel they “own you”, you are in trouble.

An example would be the dermatologist that makes you wait because she is “so good because everyone goes to her”, or the state run agency that you have to make use of to run your life.

Some restaurants, and particularly IT related companies, both big and small, are particularly prone to developing a poor attitude. I know of an IT company that lost an account because the customer described the key person interacting with him at that company as “arrogant, pompous and condescending.”

The key factor here is that it had nothing to do with the technical side and everything to do with attitude.

One study I read showed that when customers experience good service they tell up to three other people, and if it’s a bad experience, up to fourteen others!

So let’s be clear. If you display a poor attitude there will be a consequence!

Here’s the test. The next time you interact with someone, genuinely put everything you have into interacting with the right attitude and see what happens. The interesting thing is then to see how you personally feel after the event. The more you interact like this with others, the better you will feel!