I think it is tremendously easy to tell the difference between being served by a customer facing associate who is engaged versus one who is not.
Don’t you?
If you read my story about Michelle on AA Flight #1005 yesterday, then you know what a perfect example she was of someone who decided that they gotta be there anyway, so might as well be great!
What I mean by this is if you decide that you are going to stay in an organization even when it is going through change, and yes, even if they are freezing your pension, and yes, even if they are going through a merger, then like the example of Michelle, why not be great if you gotta be there anyway!
When you deal with someone who decides they are going to see every interaction as an opportunity to create delight, it just makes the experience better.
While it is easy to see engagement from a customers perspective, often times as a leader it is harder to see.
P.S. If you are a leader who creates engagement, I know your customers love doing business with you and your organization.
If you are a leader who does not create engagement, I feel sorry for your customers, not to mention your talent pool!
Click here to view the info graphic below for some clues if you are creating engagement or disengagement with your work team.
