Home > Corporate > Media Centre
Crowning the Customer
By Jacynthe de Saint-Hilaire
When we try to make major changes all at once we quickly lose momentum. Take exercise as an example. Most of us, from time to time, realize that we need more exercise. So every now and then we get a burst of energy and go for a long walk or jog. Let's assume we actually go five miles. What are the odds that we would continue at that pace for the rest of our lives? Probably a little unrealistic for most of us.
Instead of trying to do too much too quickly, try making small changes at a time. Instead of trying to walk five miles every day from day one, just walk a little bit more, maybe one per cent more, each day. Before you know it, it has become a habit! It takes our body between 21 to 28 days for something to become a habit. The little improvements each person made a month ago are probably automatic now (that is if they continued to do it every day!). Customer Service habits are just as easy to create, hold and make part of our everyday life, as long as we make one per cent change each day.
A Doctor and his wife are sitting in a fancy restaurant when suddenly, across the room, one of the waiters grabs his chest and falls to the ground.
Panicked, the hostess asks, “Is there a doctor in the room?” The doctor immediately identifies himself, but when asked if he can help, replies, "I'm sorry, that's not my waiter.”