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Article Provided By: Steve Coscia
Today's politically correct social environment has created a misunderstanding about the importance of management basics. This includes the specifics about how both reprimand and rejection can be constructive in social development. As a boy, I have memories of being excluded from sports and games in which I did not excel. This rejection was the fuel that drove me to improve.
When my son was eight years old, he rode a bicycle with training wheels. Some neighborhood girls ridiculed him about the training wheels and this was the fuel that drove him to learn how to balance a two-wheeler. Did his feelings get hurt? You bet. However, his pride, satisfaction and sense of accomplishment eclipsed his hurt feelings.
Today's service manager must practice tough love in the interest of doing what is best for customers which, in turn, is almost always best for the entire organization. Employees will almost always gravitate towards behavior that is easiest for them rather than doing what is best for the company. Errant and mediocre performance must be addressed and this can result in reprimand. When handled correctly, a reprimand accomplishes two goals. The first is a mutual understanding of what is acceptable. Secondly, the employee should feel a visceral, gut-level discomfort which can be the fuel that drives them to not want to experience that again.
My father was a construction worker who did side jobs on weekends. He was a tough man. Many a Saturday as a boy was spent accompanying my father on one of his smaller concrete projects such as driveways, patios and walkways. We would rise early to load a large concrete mixing bin on top of his 1959 Ford. After gathering the necessary shovels, hoes, trowels, levels and toolboxes and storing them in the car, we would then drive to the local construction depot.
My father taught me the importance of knowing how to select and use the correct tool for the appropriate job. Furthermore, I also learned the importance of properly storing the tools so that we would be able to locate them when needed. If I forgot to put tools back, my father reprimanded me. Through reprimand, I came to understand that being organized is a key to success whether I was a laborer or a consultant.
Mental fitness and toughness are two key factors that comprise a world-class service manager. Dads can help to raise the bar and practice tough love. Happy Father's Day!
Steve Coscia helps HVACR companies make more money through increased customer retention, improved upselling and reduced on-the-job stress. He is the author of the HVAC Customer Service Handbook. A best selling author, columnist, 20-year customer service practitioner and customer service specialist, Steve presents keynote speeches and facilitates HVACR customer service workshops. To learn more about Coscia Communications go to www.coscia.com or contact Steve Coscia at 610-853-9836 or steve@coscia.com.
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