Helping Hand

When Hal Rosenbluth and Diane McFerrin Peters talk about the customer coming second, this is not just advice for the management team; it applies to all employees. If a co-worker needs your help with something, sends you an e-mail, or leaves you a voicemail message, then you should respond with the same timeliness and enthusiasm that you would afford a client. If a co-worker needs your help, do it fast and do it well. Don't put them in a position where they have to ask you TWICE!

Sometimes co-workers and even family members say things to one another that they wouldn't dream of saying to clients or even perfect strangers. (I always liked the term perfect strangers. They're only perfect because we don't know them.) We simply don't always give our co-workers the same level of consideration we provide to our clients. And it's our clients who pay for it.

Making one another feel appreciated is not management's job alone. We all have to play a part. Be kind. Express appreciation. Go out of your way to help a colleague. Create a positive work environment. Think about how great your client service could be if everyone worked together in this fashion each and every day.

The person sitting next to you comes first; the client comes second. Employees are happier; the workplace is more productive, and your clients get better service. How 'bout giving yourselves a hand!