Positive Attitude versus Bad Habits

By Coert Coetzee

I recently made a very important discovery. Or perhaps I should rather say: important to ME. It happened while I was on a plane to Bloemfontein.

I fly often, and the flight to Bloemfontein was like most flights these days – late once again, delayed once again. I'm used to this already, and years ago I decided never to get angry about something over which I have no control. What happened on this flight though is that, in a very calm and relaxed way, I discovered something that I had not ever realised in quite that way before. I discovered that no-one from the airline offered any explanations or apologies. That in itself is not actually my discovery, because they don't ever apologise. But I suddenly came to the realisation that they have not been apologising for years now. In the old days they would apologise at the airport, and then the cabin crew – and even the captain – would offer their apologies again. Do you know why they don't do it any more? BAD SERVICE HAS BECOME A HABIT!

Bad service isn’t limited to airlines; it is prevalent everywhere now. What is becoming of our country? We have a reputation as a criminals’ paradise. When we get robbed we are only too thankful that we didn’t die. What a sick situation it is when victims feel "thankful" after something has happened that never should have happened. Being a victim has also become a habit.

We are probably also already at the point where we feel thankful if our flight is only one hour late instead of two, and if it only happens with four out of five flights rather than with all five. Accepting bad service has also become a habit.

I want to appeal to TREOC members and staff today: never fall into this habit. Let’s praise good service when we receive it, and let’s make it a matter of pride to provide good service. And at the same time I want to ask that we address bad service when we receive it. How do we do this?

Vanessa and I began to repeatedly experience bad service from the waitrons at one of our favourite restaurants in Somerset West. Now, there are three ways of dealing with bad service. Firstly, we could have decided never to eat there again; but then we would have had to do without the delicious dishes they prepare. A second option would have been to speak to the manager. We did this and he promised to fix the problem, but we discovered that he was a lot like the airline that flew me to Bloemfontein: bad service had already become a habit. We then found a third option, which was the jackpot, because we still eat there regularly and we get five-star service every time. It may be only us that get five-star service and not the other guests, but at least I have that which I can control myself under control, and that’s good enough for me. “What is the third option then?” you probably want to know.

Change your own attitude. On one particular day, after Vanessa and a friend had eaten there the previous day and experienced the usual bad service, we decided to apply a new strategy and give them one more chance. On arrival Vanessa and I introduced ourselves to our waitress formally and with a decent handshake. We made sure that she heard our names properly and could pronounce them, even though they meant nothing to her, because she didn't really know who we were. We also made sure we know her name and how to pronounce it. This was all done in a good-natured way. I even complimented her on her lovely personality, whereupon she admired aloud my wife's hair and hairstyle. Within a few seconds we were almost like jovial old friends who had known each other for years. We asked her what she recommended on the menu and complimented her on her knowledge of the dishes. She couldn't wait to serve the food to us and to hear our opinion of it. Our experience and service that day was fantastic, and so also during every visit thereafter.

What you sow, you will reap. A good positive attitude does wonders. Try it. It works just as well with service providers in our industry, such as estate agents, letting agents, bond originators and attorneys. Try it and you will be amazed at the results!

You cannot control or change everything, like the airline for example, but where you can make a difference, do it.

Happy House Hunting