We demand more from those who provide to us and because we are frequently in roles which deliver goods and services ourselves, we are on the receiving end too - of complaints, frustrations and generally poor behaviour.
Why is it that when we are on the receiving end, we miss the fact that we ourselves, when we hang up our service-provider-hat at the end of our shift, often end up as 'customers behaving badly' too?
Why do we take our own frustrations out on others, the way it has been taken out on us? Why do we sometimes become the Hyde from our normal Jekyll?
So, when someone goes the 'extra mile' to say 'Thank you', or appreciate the actions you have taken? What do you take from that and how do you react? You feel good, I guess. Indeed, very good.
So you have the opportunity to 'pay forward' when your leave your place of business and be on 'the other side of the counter'. But do you have to wait until you have a good experience? Or might, just might you overcome bad experiences by reacting differently.
How does it feel when you give praise, say thank you, show gratitude? How much control have you over the warm glow it gives you inside when you do this?
The answer is that you have complete control over your behaviour to others, whatever the temptation to be harsh. And, the key here is that you can decide to be nasty or nice, whatever the provocation.
And you can move on and have a good day.
Copyright 2005 Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - it would be good if you could include a live link).
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