My favorite conversation today was with Casper Goforth, one of our new sales staff.  Casper has been with HSI less than 6 months and still working to fully get the hang of her role.  The question I asked her today was not about processes or databases or sales strategies.  I asked her if she is letting her personality shine through to customers.

Casper is a wonderful person!  She is friendly and joyful.  She makes my day better as she does to her coworkers because she is always ready with a smile.  I can tell by her conversations that she is genuinely caring when it comes to the needs of others.  Her sense of humor is outstanding and is just plain fun to be around.  We hired her and love having her as part of the team because of these character traits.  That is what I want the customer to experience in their interactions with her.

Of course, in her job there are details to work out.  She must interact with the customer to process orders, come to resolution of a sundry of issues.  Some of them can be tough as anyone that has ever been in a customer service role can attest.  Yet, they will be better if she can handle them as herself.  If she is simultaneously trying to work through something while trying to project a persona that is not really her own, her focus is split.  If she can just be herself, then her focus is squarely on the topic at hand.

Besides, would you not prefer to interact with a real, genuine person?  Would you not prefer to get honesty and integrity in your customer service?  We value our customers and work hard on their behalf.  I want customers to know that we are working hard, seeking creative solutions to meet their needs.  Even if we cannot ultimately do what they request, they should know our challenges and efforts.  This is far superior to sugar coating the response in a way just to make them feel better.

I anticipate that if Casper will let her true personality and a little more of her true feelings show in her customer interactions she will be very successful.  The person on the other end will develop a better connection with her.  They will feel the sincerity in the interaction.  They will be left with an overall better customer service experience no matter what the actual outcome.

My conversation with Casper was so fun, because I got to highlight what is great about her as a person.  I was able to watch the burden lift as she realized she could just be herself as she worked towards the achievement of her professional objectives.  I think she left empowered, ready to take on whatever challenges may come.  This time, I was able to make her day better, as she does for so many every day.