Here are four
universal traits of a professional in any job
When I entered the store, the salesperson made immediate eye
contact with me. It was sincere eye contact that said she cared
that I was there. And as soon as she was finished with her
customer she came right over to help me and apologised for the
The store was busy.
But I noticed that everyone was being helped. The salespeople
had mastered the art of handling more than one customer at a
time while making each customer feel like he/she was the only
one. None of the salespeople looked frantic, just
knowledgeable:This salesperson knew
about shoes. On the other hand, I know very little about shoes.
Seeing that this was the case, she took charge of the situation
and made sure that I was getting shoes that were right for me.
I benefited from her knowledge.
There is an art to
sharing knowledge, I admit. Some customers may say, "I know
what I want. Just get it for me." By briefly talking to me,
however, she realised she could make a recommendation for me,
that I was flexible. Professionals read the situation and adapt
to the personality and needs of the customer.
Of course, all of
this means knowing your product. Professionals are constantly
learning about their products and their customers. The only way
that the Walking Company salesperson could steer me to the
right pair of shoes was by knowing shoes and feet.
Professionals know their stuff.
Professionals care about what they
Company salesperson could have easily brought me the pair
of shoes I originally asked for. But she wasn't selling
shoes -- she was selling the right shoes. That's the
difference. Professionals aren't happy just selling a
product. They want it to be the right product for the
Professionals teach you
something:I left the Walking
Company knowing more than when I walked in. I now know to ask
for extra arch support in my shoes. Not a big deal, but I will
always remember that advice.
Think of some of your
best service experiences: the waiter who made the perfect
recommendation, the computer helpdesk that gave you a tip on
how to make an application more effective, or the clothing
store employee who helped you coordinate
In most cases of
outstanding service, the employee left you more knowledgeable
than when he/she found you. The new information might not
change your life (though it could), but it does make your life
a tad better.
behaviours are simple. What's not simple is the consistent
application of them. Being a true professional takes thought
and effort. But, once you are truly professional you can go
just about anywhere.