August 13, 2012
Although the Quality area of business is made up of processes, reviews, and continuous improvement, we must always come back to a point that looks at the “state of mind” of our people when they come through the door of our businesses. Thinking Quality is as important as understanding what process or steps make up a quality contact. More…
If we incorporate education and awareness of choosing the right attitude into our Quality programs, we focus on the “whole” individual and increasing the desire to perform in a quality manner for the customer. If we start our day choosing a positive attitude, and our environment supports that attitude throughout the day, we are not only able to handle positive contacts with gusto, but manage events that may be more challenging with less frustration, drama and negative consequences.
One client of mine has a banner over the door that reads, “Take a moment before entering to choose your attitude for the day…Is it a Quality One?” If we encourage positive attitudes of quality, we set the stage for creating positive, quality contacts with customers and it snowballs from there with benefits all around.
Note: This week’s tip was provided by QATC Board Member Todd Gladden of ProCore Solutions. He may be reached at Todd.Gladden@ProCoreSolutions.com.
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