“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?
