Like negativity breeds negativity, positivity breeds positivity.
Positive reinforcement for a job well done works so much better than berating someone for the parts that aren’t so good. It makes them more likely to strive for excellence across all levels.
Good managers know this, and they use these basic techniques to get the best out of their staff.
Parents know this too, and most parents understand that praising the good is much more effective as a behaviour management tool than berating the negative.
Isn’t it true then that this should extend to other areas of our lives?
If we spent more time praising those around us for the good things they do and less time chewing them out for the bad things, wouldn’t that make everything a more positive experience?
It stands to reason that it would. But don’t just take my word for it.
Read on for a guest post from customer service blogger Jane from Lady Janey who tells us more about why we should be quicker to praise good service.
Let Us Praise: Time To Celebrate Excellent Customer Service by Lady Janey
On first reading, you may have thought that I was about to burst into song and start handing out hymn books. You may also have considered the possibility that I was slowly losing a few Lady Janey marbles or that I have been having a few too many Proseccos on an evening.
In fact, none of the above is the reason behind this post. I just wanted to chat to you about why I think it’s important to celebrate and champion what people do well because it’s something that, as customers, we don’t do very well.
It’s a fact that we are much more likely to tell other people if we have a bad customer service experience than if we have a good one. But why do we do that? Is it just human nature? Why do we pay more attention to negative news?
The rise in social media has meant that we are easily able to share our views in an instant but we often share our successes, our joys and our happiness much more than we do our misgivings and we feel happy and loved as a result. So why don’t we apply this to other aspects of our lives?
I have to be honest, I often walk around stores looking like I am chewing a wasp and I’m the first to comment if I don’t think something is up to scratch. However, recently, I’ve been thinking a lot more about why I’m not as quick to praise staff for good work.
As a result, although I still write about customer service issues and disappointments, I now also make a point of always tweeting or checking in at places where service has been excellent. I also take a note of the names of members of staff and make sure I mention them.
As a result, I have become a much happier Lady Janey, as I go about my mission to raise standards of customer service.
In my day job as a teacher, I know that if you constantly criticize people then it can be more demoralizing than character building. Even a simple thank you, smile or hello in a store can be welcomed by those behind the counter.
Complaining is all very well if your experience has not been a good one, as unhappy customers are often the best source of learning and this means that a negative experience can still be turned into a positive one.
However if we want people to be better at what they do, we have to make them feel valued and inspire them to be better. So let’s get out there and praise a little instead!
Thank you so much for the insights Jane!