Y’ever go into an office and the gatekeeper person greets you with a BIG smile, treats you like a long lost friend and offers you drink, candy, and comfort while she gets you the person you came in for? Or is it just the opposite?
Bronwyn Allen is the happiest friendliest person on the face of the earth, and she has graced (blessed) the company she works for.
Mariner is a software development and internet design and support company. They designed and support our internet software and two of our websites. They have a “do whatever it takes” philosophy that has at its core “managing expectations.” A logical method of getting to WOW!
Anyone who has internet software knows “glitch happens.” And when we glitch, Mariner has been there on evenings and weekends to help us through the fixes and viruses. So often when we call, it’s a panic.
Not to fear. Bronwyn is here. She inserts the happiness and calm that allows the next person at Mariner to field the call with less heat.
Every single time we have talked to her (and it’s a LOT), she is always UP. Way UP. Almost like she is on a permanent cloud nine. Well, since this is so rare, not just in a gatekeeper, but anywhere, I asked Bronwyn to share her secret of Permanent Positive.
Her answers will surprise you, make you think, and give you cause to change some of your thoughts and actions.
Here is her list (in her own words) of “Ten Ways That I Stay Positive”
1. I smile before I answer the phone or greet a client. It’s a positive way to start a relationship with a client or build on an existing relationship. It is also contagious. It is a very rare occasion when I do not get a smile and a pleasant conversation in return. Even people who hate “perky people” will smile as they are saying, “I hate perky people.”
2. I work and study hard in order to become knowledgeable about my job requirements and our clientele. Knowledge is power. When you empower yourself and gain confidence, negatives can be taken care of with little or no stress.
3. I avoid bringing problems from home to work and problems from work home. This, of course, is easier said than done, but getting space from a problem can make the solution clearer.
4. I empathize with co-Workers and clients by being efficient. If his or her day is not going well, and I can make it better by being efficient, everyone’s day becomes more positive. It is also great to get praise for a job well done. I enjoy positive feedback from co-workers and clients (and yes, I do keep all of those notes and emails and read them again on days when the smile does not come as easily as it should!)
5. I treat every person I have contact with the way I want to be treated. Positivity feeds positivity. The smile you get from the UPS carrier might be the smile that you passed on to the client who, while he was signing that multimillion-dollar contract, told your boss how great your customer service is.
6. I Listen. I practice listening well. Understanding the needs of a client or a co-worker will prevent or alleviate stress and enables me to stay positive.
7. I learn from people and learn about people. If I finish the day feeling that I have learned something new or made an interesting new acquaintance, I become positive and energetic about the next day.
8. I adapt to change as quickly as possible. I keep myself open to new ideas and new ways of doing things. This too is easier said than done, and a challenge. But I love a challenge and there is a lot of positive energy when I get a chance to learn and grow!
9. I try to recognize and replace my negative qualities with positive qualities. I try not to personalize criticism (which works about half of the time). I work on getting to the root of the problem and modifying the behavior.
10. I dress for confidence and comfort. Compliments from co-workers and/or clients recharge the positive energy any time during the day. I stay more positive when I am comfortable.
Wow — these are way more than “ways” to stay positive — they are philosophies, strategies and insights to a positive life.
One of the joys of life is meeting and interacting with people who by their very being cheer and inspire others. Bronwyn Allen’s positive attitude is more than a feeling. It’s a self-imposed blessing that she lives and passes on.
And the best part is, you can bless yourself, too. Pass it on, pass it on.
Free GitBit… A copy of Bronwyn’s positive philosophies are yours for the clicking. Just go to www.Gitomer.com, register if you’re a first time user, and enter the word BRONWYN in the GitBit box.
Jeffrey Gitomer, author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlotte-based Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts internet training programs on selling and customer service at www.trainone.com. He can be reached at 704/333-1112 or e-mail to salesman@gitomer.com
