I don’t understand how people who are hired for jobs that require interacting with customers, either in person or by phone, can retain their jobs while giving the impression that they really do not enjoy dealing with the public. Eighty percent of businesses have direct contact with the consumers they serve, so obviously it is a scenario that employees will encounter far more frequently than not. I guess we would have to take a closer look at a company’s interview, hiring and onboarding practices to determine why in many cases, we could just as easily be assisted by robots. Even Siri has a more pleasant voice demeanor than some folks out there. Often is the case that we receive a lukewarm greeting, if any, and the appearance that helping us is a sour interruption to something of higher importance. Speaking of sour, as the expression goes, “When life gives you lemons, make lemonade.” That is how I am approaching this of late. I am exaggerating my friendliness to start each encounter. My “Good morning.” or “How are you today?” is as enthusiastic as a cheerleader’s cry before the big game. My voice tone is much sweeter, almost singing, than my kids would say I have with them at home. The results? In most cases, it does turn the employee around similar to if I had given them a happy pill with fast acting release. Sometimes it doesn’t work at all and a cast member from the Walking Dead is still staring me in the face. Win some, lose some.
