{"id":4934,"date":"2015-10-08T10:22:00","date_gmt":"2015-10-08T17:22:00","guid":{"rendered":"https:\/\/www.careersingovernment.com\/tools\/?p=4934"},"modified":"2015-10-10T18:42:21","modified_gmt":"2015-10-11T01:42:21","slug":"innovative-service-begins-with-the-right-attitude","status":"publish","type":"post","link":"https:\/\/www.careersingovernment.com\/tools\/gov-talk\/career-advice\/on-the-job\/innovative-service-begins-with-the-right-attitude\/","title":{"rendered":"Innovative Service Begins with the Right Attitude"},"content":{"rendered":"<p><a href=\"https:\/\/www.careersingovernment.com\/tools\/gov-talk\/career-advice\/on-the-job\/innovative-service-begins-with-the-right-attitude\/attachment\/innovative-service\/\" rel=\"attachment wp-att-4935\"><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-4935\" src=\"https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/10\/innovative-service.png\" alt=\"innovative service\" width=\"385\" height=\"438\" srcset=\"https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/10\/innovative-service.png 293w, https:\/\/www.careersingovernment.com\/tools\/wp-content\/uploads\/2015\/10\/innovative-service-264x300.png 264w\" sizes=\"(max-width: 385px) 100vw, 385px\" \/><\/a>His surgery went much longer than anyone expected so I ended up sort of sleeping in the hospital waiting room much of the night.\u00a0 My friend was expectedly grouchy as he went in and out of a nap once he was returned to his hospital room.\u00a0 But, his irritability paled in comparison to the night nurse who stormed into his room and slammed his chart down on the bed stand.<\/p>\n<p>\u201cIs he going to be wanting breakfast?\u201d she barked at me with a sound that was both cynical and too loud.\u00a0 I almost mocked her caustic attitude by standing at attention and saluting her.\u00a0 But not wanting her tone to impact his care, I quietly indicated I was not sure but would ask him when he stirred awake.\u00a0 She continued her diatribe.\u00a0 \u201cWell, he\u2019d better hurry it up.\u00a0 I am done with my shift in fifteen minutes and he might not be so lucky with the day nurse who will be coming on.\u201d<\/p>\n<p>Visions of ogres and trolls danced in my head as I shuttered to think what monster disguised as a day nurse might be following this Nurse Ratchet.\u00a0 The bad boy in me came out of hiding as I asked her if she had endured a particularly rough night.\u00a0 With a look that could have frightened Superman, she said:\u00a0 \u201cHoney, they\u2019re all rough.\u00a0 I see people at their worst, the docs here are all cranky, the staff is terrible, and I have to work all night long.\u201d \u00a0With that, she thundered out of my friend\u2019s room.<\/p>\n<p>As the sun was starting to come up, I left the hospital wondering what miracle it would take to transform into a nice person, a nurse who was obviously only interested in getting on the other side of the time clock. I stopped at an all-night diner for my breakfast on my way home from the hospital.\u00a0 I had called my wife from the hospital parking lot and suggested we rendezvous at the diner.<\/p>\n<p>We walked in the front door and were welcomed by four people, each doing their specific job.\u00a0 There was no need for a greeter\u2014everyone had proudly won that role.\u00a0 An upbeat waitress got our drink order as we studied the colorful menu.\u00a0 When my wife indicated to me she did not see the precise entre she was hoping for\u2014a BLT on whole wheat with a yolk-less fried egg on top\u2014the waitress at the next table remarked, \u201cMam, we can create whatever you can imagine!\u201d\u00a0 After we placed our \u201clet\u2019s break all the rules\u201d breakfast order, two different waitresses checked to make sure all was well.\u00a0 It was as if we were the responsibility of every employee in the restaurant.<\/p>\n<p>Finishing our great breakfast I stepped to the cash register to pay and instantly heard, \u201cI got it!\u201d as a waitress completely unrelated to our table took time to ring up our order. \u00a0As we made our way to the front door to leave, I asked one of the employees if she had just started work.\u00a0 \u201cOh, no sir,\u201d she responded with a smile, \u201cWe have all been here all night.\u00a0 In fact Susie over there (Ms. BLT) has been here about 12 hours.\u201d<\/p>\n<p>Recalling my cross nurse encounter an hour earlier, I asked:\u00a0 \u201cHow are you all so upbeat?\u00a0 Aren\u2019t you tired?\u201d\u00a0 She smiled,\u00a0 \u201cOf course we are.\u00a0 But, we all love our customers so much we decided it was not fair to them for us to \u2018do tired.\u2019\u00a0 I will \u2018do tired\u2019 when I get home, but not here.\u00a0 It would spoil this happy place and you wouldn\u2019t want to come back again.\u201d<\/p>\n<p>Notice the juxtaposition&#8211;Nurse Ratched had zero patience and zero energy. The diner staff still found the energy to serve. \u00a0The hospital nurse chose to be a victim and spew her dark disposition about her lot in life on everyone within range.\u00a0 Our wait staff at the diner elected a giver mentality and put happy sprinkles on everyone that entered.<\/p>\n<p>Innovative service is creating an experience that customers experience as a pleasant surprise.\u00a0 It is both generous and ingenious.\u00a0 And, just like colorful sprinkles turn a good cupcake into a very special one, innovative service transforms a routine customer experience into one that recipients cannot wait to boast about.<\/p>\n<p>Innovative service takes energy, resilience and initiative.\u00a0 It means showing the courage to be imaginative when the easy route would be delivering ho-hum routine service.\u00a0 It means using creativity and extra effort to thrill a customer when the safe route would be simply to satisfy that customer.\u00a0 It is about the demonstration of unexpected zeal and over-the-top optimism despite the fact your physical body is sending signals to slow down, lay down, or hunker down.\u00a0 It is taking a bold lemonade stance in a bleak lemon situation.<\/p>\n<p>How do you explain the difference between the hospital nurse and the diner waitresses?\u00a0 It might be solid supervision, a noble purpose, a wholesome home environment, or a good day on the stock market.\u00a0 But, it is more likely a determined, purpose-driven attitude that is chosen, much like you choose to introduce yourself to a stranger.\u00a0 It comes from the heart of a person determined to be the source of joy, excellence and worth.<\/p>\n<p>Ralph Waldo Emerson wrote, \u201cThe purpose of life is not to be happy. It is to be useful, to be honorable, to be compassionate, to have it make some difference that you have lived and lived well.\u201d \u00a0The nurse in the hospital was angry because someone was not making her happy.\u00a0 The staff of the diner was finding their happiness by making a difference in the welfare of everyone who crossed their threshold.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>His surgery went much longer than anyone expected so I ended up sort of sleeping in the hospital waiting room much of the night.\u00a0 My friend was expectedly grouchy as he went in and out of a nap once he was returned to his hospital room.\u00a0 But, his irritability paled in comparison to the night [&hellip;]<\/p>\n","protected":false},"author":2166,"featured_media":4935,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","_cbd_carousel_blocks":"[]","_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[32],"tags":[41,7],"class_list":["post-4934","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-on-the-job","tag-career-advice-2","tag-government-work"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - 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Bell is a renowned keynote speaker and senior partner with the Chip Bell Group. Prior to starting CBG in 1980, he was Director of Management and Organization Development for NCNB (now Bank of America). Dr. Bell holds graduate degrees from Vanderbilt University and the George Washington University. He was a highly decorated infantry unit commander in Viet Nam with the elite 82nd Airborne and served as a guerrilla tactics instructor on the faculty of the U.S. Army Infantry School. He is the author of such best-selling books as The 9 1\\\/2 Principles of Innovative Service, Managers as Mentors, Managing Knock Your Socks off Service, Take Their Breath Away, Wired and Dangerous, and his newest book, Sprinkles: Creating Awesome Experience Through Innovative Service. He has appeared on CNBC, CNN, ABC, Fox Business Network, Bloomberg TV; his work has been featured in the Wall Street Journal, Fortune, Inc. Magazine, Forbes, Entrepreneur, USA Today, Fast Company and Businessweek. 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