Australian Service Gets Hopping
Australia
welcomed the world for an Olympic extravaganza in 2000.
This international event galvanized the nation to provide
extraordinary service.
When the Olympics ended, the world went back home. Australians
continued serving one another.
I toured the nation on a book promotion tour and discovered
that ‘complaining about lousy service’ had
become a national pastime. Every media interviewer focused
on ‘service horror stories’. Every call-in
radio listener had an axe to grind, a tale of woe, a
complaint to groan about.
The national language is peppered with phrases that
acknowledge this unique situation:
‘The Tall Poppy
Syndrome’ refers to how those who stand out by
trying harder, get cut down by others instead.
‘Bundee On/Bundee
Off’ means working when you’re on the clock,
but not a moment after.
‘A fair day’s
work for a fair day’s wage’ says you only
work as hard as you’re paid for, but not a dollar
more.
‘She’ll
be right’ means take it easy, don’t hustle
too hard, everything will work out over time.
One workshop participant raised eyebrows and concern
when he said, ‘Australia needs a recession. Only
then will we understand the importance of giving our
customers excellent service.’
He may have a point.
Customer service in Hong Kong was notoriously unfriendly
...until the 1997 financial crisis dropped retail spending
to the floor.
Overnight, shop assistants
and restaurant waiters learned how to smile and say
a sincere ‘Thank you!’ to their customers.
Hong Kong people learn and adapt very quickly.
The Asian economy bounced
back a few years later, and that was good news for Hong
Kong. The improved level of customer service continued.
Good news for customers, too!
I don’t think Australia needs (or wants) an economic
recession, but the country could benefit from a clear
statement of service intention and direction. Here’s
one suggestion:
Australian
service – with a smile.
We’re
ready to go the extra mile!
Key
Learning Point
Common language
is often encumbered with negative words and phrases. Many
are historical and deeply embedded in the culture. Don't
let them dictate the quality of your future. Individuals,
departments, companies - even countries - need an uplifting
way of speaking about ever-improving service.
Action Steps
Review the sayings
and slogans you use each day. Keep those that align you
towards the goal. Change those that take you off the track.
Next Article in Customer Service Vision >>
You Get a Little More When You Come to Singapore
First Article in Tips for Trainers >>
Ten Ways to Maximize the Impact of Training
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