The other day, while teaching a customer service workshop, I transitioned into a discussion with my participants about professionalism. The workshop participants’ ages ranged from early 20’s to late 60’s. At first we had some disagreements until I asked them what THEY specifically liked to experience regarding professionalism when doing business with a company.
Here’s what they agreed to:
Strategies that Turn it Around:
- Clean and well-kept attire appropriate for the specific work environment. For example, if someone works in a surf shop, she should not be expected to wear a business suit. BUT her attire should be clean and fresh.
- Easy distinction between employees and customers. Years ago, I had a thrift store for a client. When I conducted a mystery-shopping run through at the store, I couldn’t distinguish the employees from the customers. Everyone was wearing jeans and very casual tops. When I mystery shopped the thrift store’s competitor, its employees wore blue aprons and name badges. Immediately, it was apparent who worked there and who did not.
- Visible name badge. When customers know your name, they can connect with you on a personal level. This personal connection with customers gives them a feeling of affinity toward your company and will choose you over the competition. Customers love it when they go from being a number to being an actual live person. Proper name badge placement is just above chest level. Be careful with name badges that hang on lanyards. They will sit too low on the navel area and will be too difficult, if not impossible, for most customers to read.
- Confidence and poise. Professional people conduct themselves, well, like professionals. They walk with an upright posture, shoulders back, head up, and SMILE. This demonstrates confidence and competence, which give customers the feeling that you know what you’re doing and can help them solve their problem.
- Positive and helpful attitude. This relates closely to confidence and poise. When you walk with confidence and poise, you change your thought process to develop a more positive and helpful attitude. Exercise and healthy eating (see my blog post from last week) are also good for relieving stress and adjusting your mood and attitude. When you physically make your body move, it produces endorphins, which cause positive thoughts.
Remember: Within the first 5 – 10 seconds of seeing you, people will judge whether they like you or not. So you might as well start out strong by sending out all the right signals—from the inside and the outside. You never know who you might run into.
What do YOU do to demonstrate professionalism at work? I’d love to read your suggestions in the comments section below.