Impact Learning Systems


Expect The Best But Don't Forget Your Part Monica Postell

wordle expect the best 3 Expect The Best But Dont Forget Your Part

Expect the Best” is my favorite prin­ci­ple (today) from the HEART Model ™. I mean, what’s not to like about expect­ing the best of your­self, your co-workers, and, most def­i­nitely, your customers?

If I expect the best of myself  I can't say, “I’m never going to under­stand track­back so I might as well just for­get about it.” No, when I expect the best of myself I’m free to sur­prise myself with what I can do, like use my social net­work to help me fig­ure out how track­back works. (And, yes, I've read the Word­Press Help FAQs.) So I guess what I'm say­ing is there's more to the prin­ci­ple than just hav­ing good inten­tions; I have a role to play in the suc­cess of the principle.

I've found that there's more to the prin­ci­ple than just hav­ing good inten­tions. Expect­ing the best comes with some respon­si­bil­i­ties; you can't for­get to do your part.  As wit­ness, I wrote what I thought were some dandy instruc­tions for some of my asso­ciates who were going to be doing some­thing out­side their nor­mal jobs.  I couldn't be with them to pro­vide hands-on help so I was care­ful with word­ing and even included pic­tures. I sent off my words of wis­dom with full expec­ta­tion that every­thing would work smoothly. Oops. I expected the best but neglected to include one lit­tle (crit­i­cal) step "Save set­tings."  I inad­ver­tently omit­ted a cru­cial step and it unleashed a storm of well-deserved "This doesn't work" calls and e-mails.

As you think about expect­ing the best as a man­ager what part do you play?

•  I hire peo­ple who can do the job, pro­vide job spe­cific train­ing, and then step aside so they  can do the job.
•  I let my team know that I know they come to work every day want­ing to do their best.
•  I don't worry about future prob­lems; I assume I can han­dle them if they arise.

What part do you play as a cus­tomer ser­vice, sales, or sup­port representative?

•  I believe cus­tomers are rea­son­able and appre­ci­ate my efforts on their behalf.
•  I don't let bad expe­ri­ences from my past color my expec­ta­tions for the future.
•  When I get a call, I assume it's going to go well.
•  If at first I don't know the answer, I trust that I'll fig­ure out how to use my resources to find the answer.

There are many ben­e­fits to expect­ing the best. It encour­ages employee engage­ment. It encour­ages cus­tomer engage­ment. It's hope­ful, pos­i­tive, and, best of all, it feels great. I just have to remem­ber to "save set­tings". How about you?

With a back­ground in per­for­mance improve­ment and instruc­tional design, Mon­ica Postell works with Impact Learn­ing Sys­tems in design­ing and deploy­ing train­ing and devel­op­ment pro­grams that fos­ter real cus­tomer loyalty.
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Mon­ica Postell
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  • http://Facebook Bon­nie Teer

    I worked as a trainer for Mar­riott for almost 3 yrs before hav­ing to quit to take care of my father. Work­ing my way up to that pos­ti­tion, you took alot of calls, prank, mad, happy etc. It was such a chal­lenge to be able to han­dle all the calls to the best of your abil­ity & when the call was thru, the cus­tomer & your­self felt sat­is­fied. Noth­ing can com­pare to that! Prank calls you han­dled as you had been taught of course. I so miss that job now, as I had become dis­abled a few years after that, but it gave me such con­fid­ince to con­tinue in my next field of a Dr's office rece­pi­ontist, til my dis­abil­ity, I know it was due alot to that expe­ri­ence. It is so hard to explain or put into words. Thank you though for giv­ing back that mem­ory! Bon­nie Teer!

  • Mon­ica Postell

    Thanks for shar­ing your story, Bon­nie. You have to be at the top of your game all the time in hos­pi­tal­ity and the same is true in health care. Com­ing to work with a pos­i­tive atti­tude and expect­ing the best sure helps. I've spent a fair amount of time in both locales and truly appre­ci­ate a con­fi­dent, car­ing recep­tion. I bet you have more than a few funny sto­ries from those times. Peo­ple say the most amaz­ing things, don't they?

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