Mindset is everything. Whether it's getting geared up for a big game, preparing for that big presentation, or preparing for a combat operation... Getting into the right mindset is imperative for success.
Battles are won and lost before the fight ever begins. We must start our day with the right mindset for the benefit of our teams, and our customers.
Have you ever shown up to work frustrated or beat down? It may not even be work related. It could be an argument you had with your spouse, or the fact that your water heater sprung a leak. Did you notice how your employees reacted? I'd be willing to bet, if you're tuned into your team, you'll notice them giving you extra clearance. They might be unusually quiet. They might be whispering to each other that "the boss is in a bad mood". As leaders, it's so important that we set the RIGHT tone for our team and businesses.
When we enter our workplace with a servant mindset, and the joy that comes with helping people we care about, we are automatically setting a tone which will resonate throughout. Customers are going to see an engaged, joyful team. Customers are going to see a manager, or owner who is invested in helping solve their issue (whether that be a broken down car, or the need for a scoop of ice cream). Our teams are going to mirror our energy, and will be more effective, and more efficient in their roles.
The same goes for when we have "difficult" customers. If we allow them to affect our energy, it's easy to spiral out of control, and let it ruin our day (this negative energy is contagious).
I've had many people mention how "retail management must be rough with all the difficult customers... Huh?". I've never been able to relate. Sure, I've had difficult customers... We all have. I've always approached those customers with a sense of compassion, and care... A desire to serve. It's easy to take it personally, however I've found, usually, it has nothing to do with me. It's almost never about me, my team, or my product. When I approach those customers with grace, understanding, and a servant's heart, it almost always turns into a joyful engagement. It results in a customer for life, and a genuine happiness that I was able to help someone.
As leaders, we set the tone for our businesses. If we genuinely accept the servant mindset, and set a tone of service, helpfulness, happiness, and positivity, our teams will mirror those ideals. Our customers will feel and experience the care we have for them. You'll see their experiences reflected in reviews, and repeat business. Be aware of the environment you create... And remember, mindset is everything.
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