Customer Service

Once upon a time, I worked with a very, very talented, and hardworking woman.

Elizabeth could do creative wonders with her Apple computer and the various paid-for software. Her expertise was formatting authors’ words into hard copy books, with several of the authors gaining accolades internationally. But, cover creations were where she shone.

In the creative side of the publishing business, it is customary to “present”m three covers from which the author could choose.

This time around, the author, was a well-known, coach, speaker, and marketing consultant, who was back with his third book. As with all clients, whose opinions were valued, accepted, and executed on, he asked that several elements from one cover be merged with another cover with which he felt “right.”

Now, Elizabeth was not a people person. Let’s just say, she enjoyed her own company while working, and never engaged in idle conversation.

Most of the time, I would interact with the author on her behalf.

Unfortunately, I was unavailable at the time the author arrived, so Elizabeth had to meet with him. A very bad move!

Offended by his request, she argued with him – in her very sullen manner -with the author that merging the elements would spoil her design!

The end result was the author left without getting what he wanted on his book cover, and Elizabeth ranted and raved about all his negative comments over the cover he choose.

Not the best behavior for any business!

Needless to say, I got her to calm down, then reached out to the author to soothe him down and reassure him everything would be as he asked.

Eventually, the necessary changes were made to the cover, to the author’s delight.

For one month Elizabeth would talk to no one in the office.

How Positivity Affects Every Business’s Bottom Line

We all know that being around people who have a negative mindset or who are in a constant bad mood sucks your energy and eventually puts YOU in a bad mood. Negative people often are the worst complainers and procrastinators who destroy the morale of an office and often don’t complete their work tasks to your satisfaction.

So, are these the type of people you want in your workplace to serve your customers? While some people are just prone to pessimism, you as a business leader have the power to practice positivity in the office. Not only will morale improve but you’ll even notice an increase in your profits and happier clients.

Positivity in the Workplace

Establishing a positive attitude in your office won’t happen overnight; consider it a habit that has to catch on and grow over time. But little things will make an impact, such as simple manners, random acts of kindness, or even just smiling more with your coworkers.

Consider ways to build your team spirit, such as noticing even the smallest of accomplishments. Certainly, big milestones deserve a bigger celebration but your coworkers don’t want to feel taken for granted. Acknowledgment goes a long way toward building loyalty and strong morale.

Reduce Stress with a Positive Environment

Workplace stress is a silent killer but also contributes to dozens of other health ailments. If your workers are stressed, they’re not doing their best work and they’re taking time off for illness. “…the American Psychological Association recently calculated that the U.S. economy loses more than $500 billion every year due to workplace stress.”

If you work with a virtual team, you can still contribute to their well-being by carefully scheduling deadlines so they aren’t overwhelmed. A positive attitude and appreciation for your team will allow them to mention when they feel overworked or if they encounter any other problems. Overburdening your team and setting unrealistic deadlines will only create tension, stress, and turnover.

Reduce Turnover with Positivity

Company turnover – even for those who work virtually – costs you precious time and money in the hiring and training process. Taking time to find candidates and interview them is labor intensive and really something you as the business owner need to be involved with. Even if you find a great candidate and have all the job tasks and descriptions laid out in a handbook, you still need to train them and develop a flow with any new team member.

A positive atmosphere increases loyalty from your workers because they are happy. They aren’t wondering “if the grass is greener” elsewhere. They feel appreciated, which in turn makes you more approachable if they have a problem or can’t meet a deadline. When workers are happy, they want to stay put because finding a new job is also stressful.

Increase Customer Satisfaction with Positivity

Happy workers generally equal happy clients and customers. Think to your own customer service experiences. You call up, unhappy about something, and the most patient and calm voice on the other end helps you resolve the issue. That service rep was likely patient and calm because they enjoyed their job and they liked their company. A positive work environment plays a great part in that loyalty and that improved job performance.

Jessica Pryce-Jones is the author of Happiness at Work and CEO of iOpener. She conducted research with over 3,000 respondents in 79 countries on the impact of happiness on productivity. The participants who claimed to be happy were 180% more energized at work, 108% more engaged, 50% more motivated, and 50% more productive. All of these attributes enhance the customer experience, which in return can increase profits.

Once you begin the habit of bringing positivity into your workspace, it will become an everyday occurrence. With some practice, soon you won’t have to think about being positive; it will just become a part of your personality.

Ways to Start Your Day on a Positive Note, Every Day

As a business owner, you need to step into the office as a positive leader. The course of your business depends solely on you and while that may seem like a heavy burden, how you approach each day will significantly impact your productivity.

Which would you rather experience: Waking up feeling confident about what needs to get done and attacking your to do list with positive energy or giving in to your feelings of dread and disgust that eventually lead to diminished confidence and wanting to quit? I’m hoping you choose the feeling confident option.

Research Shows Positivity Impacts Productivity

Barbara Fredrickson is a positive psychology researcher at the University of North Carolina and some of her most-referenced research proves that positive thoughts and reinforcement help improve work outlook and productivity.

Her study consisted of 5 groups of people: 2 groups were shown video clips that were joyful and produced positive feelings; 2 groups were shown video clips that evoked negative emotions; and 1 group was the control group who were not shown any video clips at all.

Each person was then asked to answer a series of questions. The groups who viewed the positive videos were more likely to see solutions to problems than those who viewed the negative videos. In short, the positive group saw more possibilities in their lives. They broadened their minds with positivity and creative thinking rather than narrowing their focus to just the negativity.

Positive Ways to Start Your Morning

If you want to embrace this positive way of thinking, you first need to analyze your current morning routine and if it offers any benefits. Are you hitting the snooze alarm 4 times before racing through your shower to get out the door? How do you feel as you’re speeding your way to the office? Even if you work at home, if you’re oversleeping or feeling frenetic before a client call, how does that set up the rest of your day?

Every person will have a different, meaningful way to start their morning, but the key is to discover what makes you feel calm, joyful, relaxed, and positive about beginning a brand new day.

• Do you need 15 minutes of quiet to enjoy your coffee or do you need a robust, quick-paced work out?
• Does meditation or yoga help you feel grounded and ready for the day?
• Do you need spiritual reassurance, such as from the Bible or other spiritual books?
• Do you prefer reading your favorite mystery novel while you eat breakfast?
• Have you tried journaling about your goals and/or feelings about your work?
• Do you have a written plan of action each day so you know exactly what you have to accomplish?

No matter how you choose to start your day, be consistent, even during stressful times and on the weekends. When tiny habits are done consistently, they become a part of your everyday routine and you won’t have to think about them again. Embrace positivity: Take notes about any changes you make to your morning routine and how it affects your mood and productivity throughout the day.

“A positive attitude gives you power over your circumstances instead
of your circumstances having power over you.” ― Joyce Meyer 

Meditation is a habit that may come easily to some. I have been meditating for over five years, but there were many days I found myself slipping. These days, not so much, not since I completed the no-cost Action Habits Challenge by Connie Ragen Green, Wall Street Journal and USA Today bestselling author, independent publisher, and serial entrepreneur. You can check it out here.

If you’re interested in revitalizing your life through meditation and would like to learn a virtually risk-free, and cost-effective practice, that people of all ages can do with a little patience and guidance and that will serve you for the rest of your life, I would love to connect with you. You can connect with me here.

I’m Donna SLam, who loves to blog about how meditation brings self-compassion, peace of mind, and clarity to my life and others by sharing tips and strategies on how to live a fulling and purposeful life. I enjoy championing others to lead a healthy and happy life through meditation, walking, self-development, and spending time with loved ones.