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Service Quality Begins Within
by Mary Jane Mapes

The late Norman Vincent Peale once said, "Motivation is like a good bath. It feels good, but it doesn't last." I believe that what he was talking about was external forms of motivation: a good book, a cassette tape, an inspirational saying, a journal of accomplishments on the job, etc. While all of these forms of "motivation" are positive and worthwhile, the real source of motivation comes from within and the person we are choosing to be daily. In other words, quality customer service has more to do with character than anything else.

To become a service-centered person who "walks the talk," ask yourself daily the following three questions:

1. "When my life is spent, how do I want to be remembered? Will my actions today be reflective of the person I would most like to be?"

2. "Where am I spending my time on the job? Am I working harder to help others get what they want, or working harder to get what I want?"

3. "Do I really believe in the universal truth, 'What you sow, so shall you reap?' If I do believe, am I giving to others daily that which I would most like to receive?"

©Copyright 1999-2006 Mary Jane Mapes All rights reserved.

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Copyright 1999-2006 by Mary Jane Mapes, CSP.
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