You Have Leverage. Use it.
I
spoke to 1,200 police officers about delivering security
and high quality service.
One officer asked: ‘In this city there are 3,000
police and more than 3,000,000 members of the public.
What difference can we few possibly make to improve
service throughout this country?’
I replied, ‘You have leverage. Use it.’
Imagine you are sitting at an outdoor restaurant in
a busy part of town. Hundreds of tourists, shoppers
and business people are walking along. A police officer
in uniform strolls by. Would you notice him right away?
Of course.
Now suppose the officer detours and walks towards a
soda can or empty coffee cup someone left on the ground.
He picks it up, takes a few steps and deposits the litter
in a trash bin. Would you notice what he did? Of course.
How would you feel at that moment, about the litter,
and the police? Would you ridicule the officer in your
mind? Or would you notice his effort, appreciate his
action, and feel good about him making the city just
a little cleaner?
In the following hours and days, would you litter or
leave your trash behind? Not likely.
Key Learning Point
Where do you have ‘leverage’
in your life? Where is your reputation held up high?
At your work, in your community, in your neighborhood
or home? Wherever it may be, use your leverage to everyone’s
advantage.
Action Steps
Be seen to make a difference.
Take the constructive action that will be noticed and
appreciated by all. Take positive actions that no one
notices, too. Because you will notice, and that’s
powerful leverage with yourself.
Next Article in Customer Service Perception Points >>
It's a Lose-Lose-Lose Situation
First Article in Customer Service Recovery >>
What to do When Your Customer is About to Explode
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
He is author of the bestselling series "UP Your Service!" and founder of
"UP Your Service College".
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