The Quality of Giving is a value that expresses the importance of customer service on a much more personal and professional level. Service, in general, is an expectation, which addresses the general assistance provided to your customers on a normative and impersonal professional level. Service that is impersonal can be shaded from the level of professional intimacy necessary to address the diversity of cultural needs and expectations of current customers.
Service, as a normative level of care required by businesses is synonymous to the expression, “being nice”. Being nice, is not a value normally addressed in an employee’s job description, but an informal casual expectation of business etiquette. Academically, being nice is equivalent to doing average work in the classroom. There is absolutely nothing wrong with doing average work in your academic environment. It informs the teacher that you are producing quality work satisfactorily and assures the student of a passing grade. Providing general services to customers meets all the performance requirements that helps to keep the doors open, boss off your back, and conditions your customers to have marginal, or low-touch expectations of your services.
My representation of the Quality of Giving points to a shared experience between the customer and service-provider. An experience that informs the customer that their complete experience and comfort are of paramount importance. During the time spent together, you want your customer to perceive you as being genuine, compassionate, selfless, and sincere. A significant component of the Quality of Giving is the level of care, or high-touch, bestowed on customers that is personable, respectful, friendly, courteous, and authentic. This high-touch approach to service-care is headlined by having a Positive Mental Attitude (PMA). How and what you think about yourself normally manifest itself in your behavior towards relationships with others. Having a PMA allows service-providers to have a healthy outlook as they approach their day and encounters with others. These encounters can include your contact and/or associations with management, supervisors, peers, or other staff members. When you allow yourself in your work environment to be genuine, compassionate, selfless, and sincere, you help to create an atmosphere that is respectful, friendly, courteous, and authentic. When your attitude is less positive in how you think about yourself, generally, your behavior will reflect your discomfort by being less personable, respectful, courteous and authentic with those you meet, work with, or provide service to.
As a service-provider having a Positive Mental Attitude gives you an edge in establishing a meaningful relationship with your customers. Prior to embarking on your opportunities to contribute, having a PMA about your work and service to your customers creates a foundation for personal and professional fulfillment. Instead of thinking “It is going to be a very boring day at work”, you think “I am genuinely excited to go to work today”. Instead of thinking, “Do I really have to deal with more selfish customers today”, you think, “I look forward to interacting with my customers”. Having a PMA and complimentary selfless behaviors can make all the difference in your own life. Equally, the Quality of Giving will make a significant impact on your professional relationships and make a difference in the lives of those, who patronize your business. Customers, who have a quality experience fill more connected and validated. After your customers have experienced the wealth of a high-touch relationship, your business is better positioned to retain the services and support of your customers. Quality Giving, that is, high-touch service, often results in high praise, increased loyalty, and consistent patronage from customers. With the complexity and ever-changing demands of today’s customers expert Quality Giving vaults the significance of customer service to new levels of importance and separates a business from those, who aspire to just “being nice”.
Marlin R. Clark, Ph.D.
Owner, Salt and Pepper Communications, LLC
“Customer service is not a goal, it’s an experience”