Making a Difference
by Teri Bosley, President
The phrase "making a difference" is not a new concept; in fact it has been used in a variety of contexts from sports to religious activities to fulfilling one's life ambition. You may have been the recipient of many challenges to "make a difference" in another person's life, a contribution to a project, a family dilemma, or even a difficult work situation. So as we enter into 2010 how can “making a difference” really make a difference?
If you reflect upon those individuals in your life who readily come to mind as change agents or influencers for good, what personal characteristics do they share? Consistency, leadership, problem solver, and encourager - any of these motivational qualities could have made a significant difference in your state of mind or in the outcome of a difficult situation. So what will it take to "make a difference" in the lives of your customers and team members in 2010?
In order to create meaningful activities that empower employees to explore their unique abilities to make a significant difference, one must first determine their personal needs or desires. As a manager, what can you do to make a difference during your coaching sessions with your team members? First, set a goal in 2010 to conduct consistent coaching sessions which address the improvement of both pertinent and relevant skills in order to make a difference in the lives of your internal employees and external customers. Sounds easy, right? Well, this method can be, if approached in a behavioral manner. To quote Betty Reese, "if you think you are too small to be effective, you have never been in bed with a mosquito." Let that visual illustration sink in for a moment and then contemplate how you and your team could improve the customer experience. Small behavioral changes can make a big impact.
Start making a difference by observing how your team members conduct routine customer interactions. Listen, and then listen even more closely. Observe personal reactions and where your team member's focus is centered when interacting with your customers. Demonstrate how small behavioral changes can create a more gratifying customer experience. What might happen if your mantra for 2010 was "to make a difference in every customer interaction" both internal and external? I conclude with a thought from Marian Wright Edelman, "we must not, in trying to think about how we can make a big difference, ignore the small daily differences we can make which, over time, add up to big differences!" Happy New Year and may your words and actions make a difference in 2010!
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