Small Courtesies Enhance Personal Development, Lead to Increased Business Pride and Service
A superior staff is a central and vital component to developing an outstanding business. Underlying the surface of the business, individual staff members must have both a sense of teamwork and a drive to increase their personal development.
One simple tactic that improves service, professionalism and a sense of pride at both the business and individual level – employees and owners included – is using courtesy statements. Courtesy statements help individuals improve themselves while simultaneously allowing the business to better serve the community.
The following is a list of courtesy statements to implement in all death care related businesses:
Share warm and friendly greetings and goodbyes.
• Begin and end each day with sincere “good morning” and “good night.”
• Smile and make direct eye contact as you work around others.
Create a positive work environment.
• Be enthusiastic about your role.
• Bring your best attitude to work each day.
• Leave your personal problems outside the workplace.
• Be caring and helpful to your fellow teammates.
Respect each individual’s spirit.
• Speak positively about one another.
• Eliminate gossip.
Catch people doing the correct thing.
• In public, praise one another.
• Maintain four-to-one positive to negative comments.
• Celebrate individual and team successes.
• Offer positive feedback.
Resolve conflict positively.
• In private, speak directly with the person.
• Be respectful in all such discussions.
• Agree to disagree at times.
• Finish on a positive note.
Value personal accountability.
• Admit fault and apologize before the day is over.
• Thank others for constructive advice and suggestions.
• Honor all deadlines.
• Focus on problem-solving rather than placing blame.
• Learn from mistakes and make necessary adjustments.
Bring your best attitude to work every day.
• Smile, smile and smile.
• Have fun: Take work seriously, but keep it light.
• Always do what is expected – and then some.
• Lead by example: Volunteer for what needs to be done.
Communicate effectively and enthusiastically.
• Say “please” and “thank you.”
• Be a good listener.
• Pay attention when others are speaking.
Support each other.
• Offer your help and lend a hand – no matter the task.
• Never say “It’s not my job.”
• Be slow to criticize and quick to praise.
• Offer a solution when addressing a problem.
• Coach new team members.
Make a difference in each other’s lives.
• Recognize and enjoy each other’s differences.
• Learn new ways from someone different.
Implementing these seemingly basic practices creates a ripple effect. If an owner uses these practices on a regular basis, employees will follow. Alternatively, if an employee implements the practice his colleagues will follow. Either way, the ultimate result is a focus on teamwork, value on personal development and courtesy, and superior customer experience.