I-SPYED what I perceived to be a very dispassionate manager this morning at a health club. Apparently, the staff member that was scheduled to open that morning didn't show, so he was left to open his facility at 5:30 a.m. It's important to note that this manager doesn't arrive to the club during the week until typically 8:30 -9:00 and I've never seen him there on the weekend, unless there is an emergency.
So let me set the scene for you. I walk into the gym, which I've been a loyal customer since they opened their doors, and I'm greeted by an unoccupied receptionist area. Why? Because the manager is in his office, adjacent to this area, with his door closed. Not ajar, completely closed. Message that sends to his customers? Leave me alone and fend for yourself; you are not important to me. After I'm half way through my circuit, he walks out the door. For those that know me personally, you know I can't pass up such an opportunity! He catches my eye, gives me a half smile and says nothing. I give him a full smile and say loudly so I'm sure he can hear me, "Good morning. We don't bite out here you know." I got the other half of his smile, and watched him walk back into his office. I think I made a very slight impression, because at least this time he left the door slightly ajar.
Talk about missed opportunities!
- He could have easily walked through the gym to say good morning to everyone.
- How about thanking everyone for their business?
- How about greeting his customers as they entered and exited the building?
- How about walking around to see if anyone needed a magazine or something?
- How about just smiling and making a presence?
I know from personal experience that a high salary is nice to have, but if you don't enjoy what you're doing earning it, it means nothing. Yes, even in this economy.
Position yourself for success! Do what you enjoy and make every work day a rewarding day for your customers and for yourself.
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