THE EMPLOYEE IS VITAL

When I managed a guest service department, I would lead our daily morning communications by comparing us to frontline soldiers. Not to compare the going-to-war aspect, but to emphasize that we are the first point of contact for the majority of visitors to the business.

We are the directors of the day and its activities. We head off negative occurrences, mediate interactions, and influence the business. As customer service representatives, we are the ambassadors of the business. We are the physical embodiment of the organization, and as such, the body that the heart and mind require for their existence.

With all that being said, some matters demand clarification:

·         With importance comes responsibility, self-acknowledgment, and self-awareness. We need to be aware of our strengths and areas to improve. We have to be open to learning new things and revisiting lessons we've already learned. There should always exist the desire to evolve.

·         The disconnect between having such an important role and being treated in the manner deserved is real. But we can change that perspective when we ourselves demand to be treated with value and respect through our actions and behavior that reflect our importance.

·         Take pride in your work, learn as much as you can, and continue to expand your learning. Be the best in service toward others who patronize your workplace, those you encounter daily, and your co-workers.

·         Always remember this one fact: it took a team of people to help one person get to the top – there is no such thing as a self-made person.

By Nick Higgins