Hello and Happy New Year for 2018.
The words; Happy New year sometimes get bantered around loosely at this time of year, and yet the act of wishing people to be happy, feeling happy and surrounding ourselves with happiness is one of our greatest human desires. So, let’s keep this happy vibration going!
Unless you have been living under a rock for the past twenty years, you would know that your most important metric in business, is the happiness of your customers. For those of you who have been living under a rock, here are some quick benefits you cannot ignore;

  • Happy customers strengthen your brand and reputation
  • Happy Customers attract great, like-minded employees to work for you
  • Happy Customers attract new customers with little cost and effort
  • Happy Customers spread the good word about your business
  • Happy Customers are more forgiving and tolerant when innocent mistakes happen
  • Happy Customers spend 10 X more than their first purchase

Customer Happiness is my thing. It’s the topic of interest that gets me out of bed each day and drives me to willingly, effortlessly, work with clients who want more of their customers to be happy.
I had an epiphany over the Christmas period. Maybe, the reason so many organisations in Australia are struggling to deliver good service, consistently is that they are focusing on the gaps, the deficits and all their weak links in their service interactions. This is very human of us of course; to focus on the deficits. Rick Hanson in his book; Hardwiring Happiness: The New Brain Science of Contentment, Calm, and Confidence, explains that our brains don’t automatically recognise the good. One of the reasons for this is there isn’t a stimulus to catch your attention usually in something good.  There’s no threat, no fear, nothing to make your brain take notice.
For organisations aspiring to have a workforce delivering consistent quality service, it can feel; unobtainable, unrealistic and a huge mountain to climb. Does it need to be? What if the answer to improving consistent quality service was right under your nose. What if your customer service intervention was simply looking for the good in your business that already exists and building from that!
Traditionally, most organisations have viewed their people as machines to be fixed and controlled, rather than living systems of infinite strengths to be unleashed. It’s a mindset shift. It begins by focusing on an appreciative question or topic that you want to see more of from your people.
What do you want to grow in your service interactions? What do you want to see improve?
It sounds almost too simple. Yet we all have heard variations of this saying; “What you give focus to grows”.
It seems like most conversations we have about service in this country is poor, negative, frowned upon, dark, disappointing or just overall bad. Imagine if we all turned our focus more towards the good service interactions and built momentum from there? What would that mean for your organisation? What would that mean for your own happiness as a customer when paying for goods or services? What would that mean for our country if we ALL lifted our game in service by simply shifting our mindset towards the positive interactions?
You get what you focus on, so focus on what you want.
2018 is going to be magnificent! Let’s look for good.
Jaquie Scammell
‘Be in Service’