by Dennis Snow
Here are four universal traits of a professional in any job
position:
1. Professionals are responsive: When I entered the store, the salesperson made immediate eye
contact with me. It was sincere eye contact that said she cared that I was
there. And as soon as she was finished with her customer she came right over to
help me and apologised for the wait.
The
store was busy. But I noticed that everyone was being helped. The salespeople
had mastered the art of handling more than one customer at a time while making
each customer feel like he/she was the only one. None of the salespeople looked
frantic, just responsive.
2. Professionals are
knowledgeable: This salesperson knew about
shoes. On the other hand, I know very little about shoes. Seeing that this was
the case, she took charge of the situation and made sure that I was getting
shoes that were right for me. I benefited from her knowledge.
There
is an art to sharing knowledge, I admit. Some customers may say, "I know
what I want. Just get it for me." By briefly talking to me, however, she
realised she could make a recommendation for me, that I was flexible. Professionals
read the situation and adapt to the personality and needs of the customer.
Of
course, all of this means knowing your product. Professionals are constantly
learning about their products and their customers. The only way that the
Walking Company salesperson could steer me to the right pair of shoes was by
knowing shoes and feet. Professionals know their stuff.
3. Professionals care about what
they do: My Walking Company
salesperson could have easily brought me the pair of shoes I originally asked
for. But she wasn't selling shoes -- she was selling the right shoes. That's
the difference. Professionals aren't happy just selling a product. They want it
to be the right product for the customer.
4. Professionals teach you
something: I left the Walking Company
knowing more than when I walked in. I now know to ask for extra arch support in
my shoes. Not a big deal, but I will always remember that advice.
Think
of some of your best service experiences: the waiter who made the perfect
recommendation, the computer helpdesk that gave you a tip on how to make an
application more effective, or the clothing store employee who helped you
coordinate colours.
In
most cases of outstanding service, the employee left you more knowledgeable
than when he/she found you. The new information might not change your life
(though it could), but it does make your life a tad better.
Conclusion: Professional behaviours are simple. What's not simple is the
consistent application of them. Being a true professional takes thought and effort.
But, once you are truly professional you can go just about anywhere.
The
skills are universal, and they are rare. True professionals stand out from the
crowd and grow rewarding and satisfying careers. And the customers of the world
know when one is at work.
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