I was recently in Belize on a family vacation. I had this strange epiphany while there. That is that there are basically two types of workers. Those who are grinders and those who fill a seat. As CSRs I think we often feel like we are there to fill a seat, especially when the phones are not ringing.
When I was in Belize walking around the shops I noticed the difference in a very drastic way. The seat fillers did not acknowledge customers in the store. They did not ask if you were looking for anything in particular. They generally had their faces buried in their phone.
On the other hand, the grinders were friendly and helpful. They took the time to talk to customers. They were energetic, informative, and seemed happy to be at work. One lady who owned an art shop took the time to explain how she created the work in the shop.
I walked into one store and the cashier had her head on the counter and her hoodie pulled over her head. That’s when it hit me, there are grinders and seat fillers. So, I ask you, which one are you? Which one do you want to be?
If you want to know more about how Service Excellence Training can help you build a team of grinders fill out the contact form below and I will reach out to you.
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