“Only those who have patience to do simple things perfectly ever acquire the skill to do difficult things easily.”

James J. Corbett

At the start of each year, organisations look forward to doing better than the previous quarter or year. A lot of work goes into ensuring employees are up to date with the vision, mission and strategies that will help to take the organisation on that journey. As organisations map out different strategies for customer service, marketing, sales and the like, care should be taken to ensure that the seemingly simple but critical stuff are not lost in the process. This article emphasises the importance of a few of these seemingly insignificant things, which have the potential to ruin everything when taken lightly.

A Smile (Demeanour)

“A smile is the universal welcome.”

Max Eastman

One’s first encounter, physical or virtual, with any organisation, is likely to make or mar the relationship. There are instances where I have physically walked into a place all ‘bright and sunny’ and had my mood dampened by the front desk person.

A warm smile is the universal language of kindness.”

William Arthur Ward

Anyone put at the front desk is expected to be confident and totally in charge of affairs. The person must be a people-oriented person, capable of exuding positive vibes so that clients are at ease once they encounter them. Some organisations downplay the role by making the mistake of hiring people with average qualifications to other roles in the business, like the marketing manager’s role, for example. Key amongst the criteria to hire front desk personnel is self-confidence, adaptability, great communication skills, people management skills/social skills, the ability to dress decently and well and being punctual amongst others. Generally, soft skills are an essential requirement. Bad first impressions may last a lifetime and take a lot more positive encounters to forget. It may even be as expensive as the hard-earned reputation of an organisation.

“Life is short. Smile while you still have teeth.”

Unknown

Courteousness

Being courteous is yet another thing we may overlook. This quality should be one the entire organisation imbibes, from the highest-ranking person in authority to the gatekeeper, or security personnel, for example. Emotional Intelligence and Leadership training can help to address this.

Appearance

How we dress up for work may speak volumes to people about how serious we are as an organisation. This in no way refers to being dressed in a suit and tie outfit per se. It refers to being dressed appropriately for work or meetings. We do not expect the MD of a company to appear for a meeting, with his trousers hanging way below his waistline, and with a cap turned backwards.

“Dressing well is a form of good manners.”

Tom Ford

A guiding principle is to dress appropriately for the occasion and be comfortable in what you are wearing. An organisation may also institute a dress code to cater for any ambiguities.

Attitude

“Attitude is a little thing that makes a big difference.”

Winston Churchill

Attitude is a big ‘little thing’! The Cambridge Dictionary defines it as “a feeling or opinion about something, especially when this shows in your behaviour”. Attitudes can be negative or positive. Every CEO would want team members with a positive attitude any day. Attitudes are visible because they show up in our behaviour. A negative attitude can only be hidden for so long. Clients, especially, are quick to notice the attitudes of team members and this alone can make or mar an organisation’s relationship with its clients and potential clients.

“Attitude is everything, so pick a good one.”

Wayne Dyer

Diligence and Excellence

Are your team members diligent in their responsibilities and does excellence shine through their work?

The Oxford Learner’s Dictionary has the following definitions we can consider.

  • Diligence – careful and persistent work or effort
  • Excellence – the quality of being outstanding or extremely good

“Work is doing it. Discipline is doing it every day. Diligence is doing it well every day.”

Dave Ramsey

Do these definitions define someone in your team? Do they define you? Diligent people do not give up easily and are attentive to detail while excellent people produce extremely good work. These qualities go hand-in-hand. Diligence leads to excellence. If this pair were human, everyone would want to be in their company. Being diligent comes with exerting oneself. It involves work. No one would want to work with a sloppy and lazy team.

Conclusion

I heard someone say once, “Invest so much in yourself, not for the organisation you work for, but for yourself so that your work speaks for you anywhere in the world”. Every organisation would seek out such a person to fill a vacancy when the need arises. Investing in yourself is for you primarily, but this positively has an impact wherever you are opportuned to work. The success of organisations depends on a number of factors. However, consistency with what we do is what pays off enormously, consistently.

Freda Abah-Dakou

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