At one of our Proactive Service® workshops, one of the techs – let’s call him John – told me, “They don’t pay me to look good, they pay me to fix things!”. We were discussing the importance of how we personally present ourselves at the customer’s facilities. John, who looked like he hadn’t shaved in a few days and was wearing a well-worn company T shirt, was obviously not convinced about the importance of appearance in service delivery. It wasn’t the first time I had heard this.
“Actually John”, I replied, “they pay you for both – fixing things and looking good.” John was not convinced.
I asked John if he had been to a wedding recently and it turns out he was just the month before.
“What did you wear?” I asked. Read more ›
