Are You a Real Professional?
The
customer was just leaving the service counter and said
to the young man who had helped her, ‘You are
a real professional. Thank you.’
The young man blushed. To be called ‘a real professional’
is a very powerful compliment. It’s not easy to
achieve. Real professionals perform well in five key
areas: 1.
Knowledge: Real professionals understand what
other people want and need, what their own products
and services can provide, where and how to get assistance,
what’s changing in their own company and in the
world of those they serve. How good is your product,
process, service and industry knowledge? Want to improve?
Read more, listen better, discuss with others, get mentoring,
get coaching, get going.
2. Skills: Real professionals are proficient
and skillful. They know how to do the right thing at
the right time and in the right way. How good are your
hard skills (technical competence) and soft skills (getting
things done with people)? Need to improve? Study and
practice new techniques, watch the masters in action,
get more training, get more qualified. Be really good,
then get better.
3. Attitude: Real professionals are
more than technically bright. Their enthusiasm is motivating
and infectious. Customers feel assured by their confidence.
Colleagues are touched by their compassion. How powerful
is your attitude? Need to improve? Get clear about what
turns you on and why you care to serve. Align your values
with your company’s goals, your customers’
needs and your colleagues’ shared commitment.
And watch your mindset like a hawk. No whining when
you should be shining.
4. Effort:
Real professionals have a strong will and ambition to
succeed. They may be humble, but they are not shy about
striving for spectacular performance. These winners
go the extra mile and help others along the way. They
push themselves and drive their teams to greater achievement.
And customers reinforce their effort with well-earned
praise. How strong is your effort? Want to increase
it? Then set big, bold goals and high, stretching targets.
Do something every day to move on, move up, move forward.
5. Relationships:
The greatest professionals help other people move into
the future. They make suggestions to solve your immediate
problem and then give guidance to take you further.
They anticipate your questions and prepare answers in
advance. They think about your success and give advice
that’s packed with value. Want to strengthen your
relationships with others? Learn to listen more closely
for real concerns. Make offers without being asked.
Network with others in your company, your industry,
your town. Lend a hand whenever you can and be willing
to receive one.
Key Learning Point
Real professionals
are well-rounded in their ability, approach and actions.
They are always improving, uplifting themselves and motivating
those around them.
Action Steps
Study the above five
areas closely. Choose one that needs your attention. Now
commit to take a strong step forward. What will you do?
Who will you call? Where can you get help? Get started.
Make it happen. Then give yourself the credit you deserve.
You are ‘a real professional’.
Next Article in Customer Service Standards >>
Do What's Required, Not Just Desired
First Article in Customer Service Toolset >>
Future Sales are Hiding in Service
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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