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What does the world's greatest Shakespearian actor have in common with a doctors Receptionist?
They are both on the stage.
I am doing loads of training nowadays on something called Exceptional Customer Care. Most of the participants are receptionists who work on the front line of healthcare. These folks are giving the first impression either on the telephone or face to face to the patient attending the surgery.
I am always impressed with their modesty about their crucial role in the grand scheme of things in a doctors surgery.
I tell them that the customer’s experience of the visit to the surgery will probably be influenced as much by the interaction with the receptionist as it will be by the consultation with the doctor or the nurse.
I tell them they are, in my opinion, not ‘Receptionists’ – I tell them they are Customer Service Professionals.
I tell them they are like actors on the stage – always under the spotlight – there is nowhere to hide.
The great Shakespearian actors who play the lead role for many years have to turn up night after night and deliver their performance as if it were their first. The actor may be delivering the role for the 500th time. For most of the audience it will be their first experience of this particular actor, in this particular role, in this particular play.
Receptionists have the same responsibility in my opinion. They have to deal with each customer as if it were their first.
Patients who may have emotionally struggled to pick up the telephone and make that call because they may be worried or stressed about the health problem they have.
A receptionist may have had to deal with 50 or more different customers each day and the 51st person may be coming to see a doctor for the first time in their life - they may be worried sick. The receptionist is in a key place to reassure the customer.
Once more on my Blog I am delighted to thank all the brilliant receptionists doing such a terrific job as customer service professionals. I am proud to work with you.
Your audience awaits on Monday morning …….
I am delighted to publish in full an article written by Ranjita Patra of Breaking News Online.
The article is called "5 Surefire Tips to prove yourself before your Boss."
Full link : http://www.breakingnewsonline.net/2009/04/5-surefire-tips-to-prove-yourself.html
Thank you Ranjita - I enjoyed reading your words of wisdom.
24/7 News Network (By Ranjita Patra): One of the most important aspects of a manager’s job is to manage the employees; it is also the most challenging part of a business. A boss can either create a team unity or keep himself aloof. All of us are given choices every moment on every day. How we respond to difficult situations is a choice. A good employee refers to the person, who performs above expectations. When an employer is evaluating a potential or current employee, there are some characteristics that are found in dedicated, hardworking and above average employees who fulfill their obligations and more.
Enthusiasm
As every individual is special in their own way, in a particular field he/she can prove his/her Excellency. Find out what the skill is and make yourself an expert. If you want your employer to see you as an important employee, make yourself irreplaceable.
Be flexible and accessible all the time, & above all be honest, be helpful. Doing work on time and stepping in during the need, will differentiate you from others.
Strong Work Ethics
Finishing up your work on deadline is not going to help you to survive. In some organizations, finishing the work before time & asking for new project, and sharing some innovative ideas for company growth, can enhance employee’s sustaining chance.
Maintaining a solid work ethic demonstrates that you are the type of person, who puts his/her best foot forward each day. You will be respected for your work ethics and dependability when others can rely on you to get the job done.
Teamwork
Every workplace has workmates, with different personalities. Just because a co-worker’s personality doesn’t initially click with yours doesn’t mean you can’t get along with them in the workplace. If you’re not getting along with your teammates, take a look at yourself.
While you can’t change others’ behaviors, you can change your own. It does not mean to change your personality, rather change your outlook towards the requiring situation. Put your personal feelings aside, and focus instead on your teammates’ positive contributions to the team.
Professionalism
Maintaining professionalism and discipline are the most vital requisites for the growth of an organization. Show respect to everyone -- superiors, peers, subordinates, and especially customers. Be an active participant, when there are some important discussions about the company growth.
Gossiping at work place spoil the good reputation of a company in a little time span. To being a good example for others never say “That's not my job”. Your willingness to do so will be noticed and appreciated!
Communication
Proper expression of your feelings towards the requiring situation in your workplace is as vital as your work itself. Humbleness in your behavior is admired by everyone, on the other hand one negative response affects both production and productivity of an organization. This is probably one of the most under appreciated social skills that people are often talking about themselves.
This type of behaviour affects their reputation among colleagues. Focus your attention outward instead of inward in a conversation. If you are not satisfied with the decision of your management, Hold that courage to express your point of view, instead of blaming the management.
A Satisfied employer can satisfy its employee in every manner.
I am now four and a half years into self-employment after thirty five years working in the National Health Service (NHS) as an employee.
When I worked in the NHS in a secure, salaried position I had:
• Employment protection including occupational pension
• Guaranteed salary regardless of the effort I put in
• Regular hours Monday to Friday
• Sick pay
• Holiday pay
As a self-employed sole trader I have:
• No employment protection
• No guaranteed income
• No sick pay
• No paid holidays
• No regular hours
So on face value many might say the preferred option has got to be the secure salaried position. In fact I’m pretty sure many might argue it is a no brainer.
And yet I have never been happier in my work.
I believe I am more accountable than I ever was in the NHS. That is because I am accountable to the man I see in the mirror. He holds me to incredibly high standards and expectations. I cannot con him and I cannot bluff him. He sees straight through inadequate excuses. Bullshit does not work with him.
It is very ironic that I feel more accountable than I ever did during the time I worked in the NHS which is one of the most ‘supervised’ environments.
This personal experience convinces me of something I have always believed.
• In large organisations (I would say in small organisations too) we simply must let people have self-accountability.
• We can make people accountable and then hold them to account.
• The best managers and leaders know how to ‘let go’ and yet still ‘be there.’
Some will argue it is not quite as easy in an organisation as it is for me in a self employed setting to have this freedom – I don’t accept that. I would say the more freedom people are given the more effectiveness you get back. That's not about 'rules' and complexity - its about trust, beliefs and organisational culture.
It’s not hard work to trust people – we just need to trust them.
What do you think?
About 4 years ago I came across Keith Ready an Aussie who is my ‘Friend of Simplicity’ today. Keith runs a brilliant website called "A Gift of Inspiration" that is full of wonderful stories, quotes and as the title says, ‘Inspiration.’
If you have not come across Keith’s website please visit and I am sure you will – like me - feel inspired when reading the stories.Trevor - Hi Keith – thanks for agreeing to take part in the interview. Tell us a bit about your career and where you are based in Australia
Keith - I live in Narraweena on the Northern Beaches of Sydney, Australia and have been married to Debbie for over 30 years, we have two sons, Simon - 23 and Tom - 20.
I have had nearly 35 years of practical and hands on experience in sales, marketing, human resources and general management primarily in the health care, FMCG and retail industry sectors. Over the last 15 years I have also presented in excess 1600 keynote presentations, seminars and workshop programs around Australia on aspects of growing and building successful small businesses through it's most valuable assert - it's people.
Currently I work as COO of Flowers For Everyone who is one of Australia's leading on-line and retail floristry businesses.
Trevor - Your Gift of Inspiration site is a massive library of inspirational stories, quotes and advice. What made you interested in this concept?
Keith - As part of my life outside of my work life I am the publisher of InspirEmail which currently has over 3000 subscribers all around the world and through this and my website - A Gift of Inspiration, I seek to provide a free service to the web showcasing inspirational stories, quotes, images and messages to refresh the spirit and boost the emotional bank account. In recent times I have become known both in Australia and Internationally as Mr Inspiration, primarily because of my passionate commitment too inspiring everyone that I come into contact with, to be better at what they do in all levels of their life.
I have had many of my inspirational stories published in international e-newsletters and websites including - Achieve, Insight, Starfish, Story Time Tapestry, Sermon Illustrator, Heart Catchers, Motivateus, Heartwarmers, Our Echo and Positive News.
Trevor - What inspires you Keith?
Keith - I am inspired by the people I meet and work with every day of my life, some may refer to them as 'ordinary every day people', but I have found that every one that I meet is extraordinary in there own special way. I do admire certain high profile achievers who live and work in our country, such as Dick Smith and Tom O'Toole, but in the main draw my inspiration from those that I meet who I know are making a difference in their own small but very special way.
Trevor - Do you think story telling is used enough in management and business?
Keith - No but they should be used more often - I consider that the positive real life experiences we have in every day of our life provide us with messages and reminders of how we can do things better in all that we do, in and outside of business. When I write a story or article, I am always reminded on my two favourite quotes which I aim to deliver in all that I do:
'People will forget what you said, people will forget what you did, but people will never forget how you made them feel'
and
'Life isn't measured by the number of breaths we take, but rather by the moments that take our breath away'
Trevor - Have you visited the UK and if not do you have any plans to visit?
Keith - Yes in 1980, I spent 10 months working the UK and loved every minute on my stay, I have only been back once since 1980 and would love to visit again in the future.
Trevor - Like all Aussies no doubt, you will be looking forward beating England the old enemy in the upcoming Ashes. Can we beat you this time?
Keith - In 1980 I got to play cricket in England during the summer months, not at a high level but it taught me a lot about the history and heritage of the game. Whilst I am a passionate Aussie cricket fan and supporter, I believe, it matters little who wins but rather what the game gives us all.
Everything goes in cycles - we lost the Ashes to the better team a few years ago and then won it back, so this series should be an interesting one given that Australia is now going through a rebuilding cycle after the retirement of greats such as Warne and company. May the winner of this Ashes series the be cricket and the underlying spirit in which the game should be played.
Trevor - Finally, Keith do you have a personal favourite inspirational story on your site and if so please provide the link for us to read it?
Keith - Given my comments about cricket - my story about a very special cricket bat and a relationship between a father and son seems to be the most appropriate as my favourite - "The Perfect Partnership" at this link http://www.agiftofinspiration.com.au/stories/personalgrowth/Perfect.shtml
