I'm not very consistent in developing a list of New Year's resolutions and even less consistent in achieving them. I've been giving that some thought as New Year's Day looms on the horizon. I think that I've failed to use some basic quality principles in the past, such as prioritization, defining the problem adequately, identifying the root cause(s) of the gap, and regularly measuring and monitoring the results. If I can be a stickler about those in my professional life, why am I so undisciplined in using them in my personal life? [Note to readers: that was a rhetorical question! I really don't want you to point out all of my character flaws to me. 
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So, this New Year, I'm making only one resolution. I resolve to recognize and reinforce positive customer service experiences in whatever setting they occur. And in doing so, I will also provide positive word-of-mouth referrals for the individual and organization that delivers them. Why this one objective? There is so much stress, frustration, and anxiety in our world that we all tend to focus on the negative. Wouldn't it be great to bring a smile to someone's face with a sincere "thank you" and even better, to follow up with a compliment for that person to his or her boss? If we believe that what gets recognized and rewarded gets repeated, we could be looking at a renewed dedication to quality customer service. And it just might start with me.....and you. Will you join me in this resolution?
Right you are, Kay-- and a noble resolution for us all. During this oh-such-a-wonderful-time-of-the-year, I have tried to acknowledge good service recovery efforts--especially when staff are truly making an effort to "own" the issue. You should see the look you get when you say, "That was a really good response to my concern. Thank you." It sure brightens the day of all concerned.
Posted by: Liz Menzer | December 29, 2008 3:41 PM