JoAnna Brandi, often called the “Customer Care Lady,” has 20-years experience helping create more positive, customer-caring companies that thrive, where employees are motivated, customers are loyal and competitors are nervous. She's the publisher of the Customer Care Coach®, a ten session self-study customer care leadership program, and Monday Morning Motivation, a weekly focused “self-talk” for people who care about their customers.
JoAnna is a consultant, well-regarded public speaker and author of two books on customer loyalty: “Winning At Customer Retention: 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back” and “Building Customer Loyalty: 21 Essential Elements in Action.” She’s been delighting people worldwide with her biweekly “Customer Care Tip” for over 15 years. JoAnna is a practitioner of applied positive psychology and an “Authentic Happiness Coach," bringing the teachings of the new “Science of Happiness” right into the workplace. She's currently working on a new book, “The Feel-Good-at-Work Factor.” She's also a founding member of the Positive Workplace International.
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I was away last week teaching positive communication. Twice while walking through the lobby of the hotel, people stopped me to say, "You have a great smile." The same thing happened in the airport. Hmmm.
I didn't realize I was smiling. I wasn't deliberately doing it (although sometimes I do). I was just, um, smiling.
Perhaps I was smiling because my work had gone well. Perhaps it was because I was headed home. Or maybe because I've been doing so much research into positive emotion that I knew that by smiling I was helping to strengthen my own immune system and produce those feel-good chemicals, endorphins. Who knows why I was smiling — the important thing was to note the effect it had.
After the fourth time a stranger commented on my smile, I decided to look for other people who were smiling. Want to know what I saw? I was in the minority. That’s why I was noticed. Remembering an old Mae West quote, "Too much of a good thing is … better," I decided to keep that smile on my face to see if I could spread it.
As I approached ground personnel to ask a question, I made the choice to do so with a genuine smile. When I ordered food in a restaurant, I made sure to smile and comment positively about something that person had done, something they wore or about some physical characteristic (e.g., "You have beautiful blue eyes"). I started a conversation with a stranger who was eating across from me, which isn't something I usually do. When I sat down on the plane, I warmly greeted my aislemate. When the cab driver met me at the gate, I smiled at him as if I was greeting a long-lost friend.
My experiment worked. The more caring and kindness I put out there, the more I got back. Pretty simple stuff.
The holiday season is upon us, and with it all the stress, craziness and pressure we've come to expect this time of year. We're all a little tired and cranky, all the more reason to be conscious of spreading good cheer. Let's remember the spirit of the season: It's about giving and sharing of ourselves, not just "stuff." It's about laughing and caring and enjoying the company of the people we love and who love us. It's about spreading that goodness out into the world wherever we go.
Pay attention to the times when you can inject some positive emotion — with your customers and co-workers especially. Psychologists are just beginning to study something we’ve known all along. That acts of goodness, kindness and compassion create a warm, uplifting experience. They're calling this phenomenom "elevation." They can call it what they like, but this time of year I like to think of it as the holiday spirit. Let's all get into it, and spread the good cheer. Caring is contagious. Spread the good word and keep it going!
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