Service & Attitude - the Definitive Link

A man once stood in the queue at Home Affairs waiting to submit his passport application. As he got closer to the counter, he noticed that the official behind the counter had a sullen attitude, and was being unhelpful and sometimes rude to the public - his customers! As he got closer to the counter, he decided to turn things around. Once at the counter he greeted the official warmly, with a smile and asked him if he was having a good day? Not reacting to the brusque response, he continued that people seldom realise the pressure that Home Affairs personnel are under and thanked him for the good work he and his colleagues do, often without thanks. Within seconds, the official was grinning and joking with him. As the man left the counter, he paused and looked back over his shoulder. The same official was in conversation with his next customer, but this time with a smile and...a hint of warmth.

This personal experience, which occurred many years ago on a cold winters day taught me more than one lesson. I learned that we have the personal power and influence, if we are prepared to take the risk of exerting it, to change many a situation. Perhaps not always, but more often than we perhaps think.

I also realized that it doesn't take long before a sour person, even when thus lifted from their misery, returns to their default behaviour - sourness. And herein lies an important message for individuals and organisations alike:

• if an individual is negative, only a firm personal decision to change, followed by a sustained Mindset Shift will alter this.
• if an organisation has a poor service culture, it takes a massive intervention coupled with committed leadership to turn it around.
• if a country is known for indifferent service, heaven help them, because only an inspired leader with an unwavering vision can change it.

We have been gifted the FIFA Soccer World Cup in 2010 - 4 years after Germany hosted a peach of a tournament. I call that opportunity - for us all. Can we deliver? Yes we can. Will we deliver? That's for us to decide, and best we decide soon - and collectively.

The 2009 elections are over - the country has spoken. We need to work together now to make this country great and create opportunity for all - especially those outside of the formal economy.

Paul du Toit, Certified Speaking Professional & Author.