The only thing harder than delivering excellent customer service consistently is motivating someone else to deliver excellent customer service consistently. Four motivation strategies can help your organization succeed, one professional at a time.
1. Get excited.
As managers, we have to motivate ourselves first. If we lack motivation, employees will lack motivation. Motivation occurs from the inside out. If we want to motivate someone, we have to communicate to their inside. Emotions communicate on a deep level from inside to inside.
Dig deep—feigning excitement is impossible because people’s insides come equipped with an infallible phony-detection system that is always on and has an amazing range of reception. Are you genuinely excited about the work your team produces? Whether we manage rocket scientists or the custodial staff, we need to fall in love with our team’s contribution. A rah-rah attitude at the staff meeting, ho-hum attitude everywhere else will quickly be discovered.
2. Hire motivated professionals.
It’s easier to hire motivated professionals than it is to motivate professionals. Experts assert, “Hire smart or manage tough.” A COO of a healthcare organization I worked with declared, “We only hire people with ‘It’—a pathological disease to want to serve people.”
Do you believe that professionals exist who would revel in the kind of work your team produces? The answer is, they do exist. However, if we are not excited about the work our team produces, we will never attract and hire people who are excited to do it because like attracts like and birds of a feather flock together.