I recently read an article about a phenomenon called the butterfly effect. The premise of this "chaos theory" is that small variations of the initial condition may produce large variations in the long-term behavior of a system. The phrase refers to the idea that a butterfly's wings might create tiny changes in the atmosphere in California which ultimately cause a tornado to appear in Kansas. Had the butterfly not flapped its wings, the trajectory of the system might have been vastly different.

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	Bob Furniss

So, you are probably asking, what does that have to do with customer service? Well, let's explore the concept. Customer surveys constantly confirm that the top reason customers leave a business and vow to never return is the attitude of an employee. Whether it was because of a rude attitude or just one of indifference, we have all walked out the door or hung up the phone saying, "I will never go back!"

What caused the employee to treat the customer with indifference? We can follow the path back to the hiring decision; perhaps the right "type" of employee was not hired. We can discuss the effectiveness of training; perhaps the employee was not given the right amount of training. But I believe the top reason employees treat customers with indifference is that their managers treat them with indifference. It is often not a conscious decision, but many of us fail to consider the effect that we have on the people around us. We fail to realize that we may be the butterflies that create tornados of bad service at the frontlines.

So what can we do to ensure that our butterfly effects are positive instead of negative? Here are some basic concepts to consider:

1. How does your mood affect your words? Did something happen in your personal life or in the last meeting that is affecting the attitude you have with employees right now? Remember when that employee knocked on your door in the afternoon, right after that budget meeting where everything seemed to go wrong? How did it affect your response? Of course everyone has a bad day now and then, but it is important that we not let a bad day affect the way we interact with others—especially those who work for us.
   
   
2. How many times have we said the following about our bosses: "Today is not a good day to talk to Bill; he seems to be having a bad day"? The "buzz" of his bad day actually spreads through the organization. For some, it manifests itself as a "look" or negative comments. For me, it is quietness and withdrawal. I remember a time several years back when an employee gently knocked on the door to ask if I was all right. I lied and said, "Sure, why do you ask?" She said she knew something was wrong when I walked by because I did not stop to say something goofy. She said, "We always know when you are having a bad day because you become very quiet." The reality is that positive attitudes spread—but so do bad ones. What are your employees saying about your moods?
   
   
3. Remember that someone is watching you—and if you are in a position of leadership, a lot of people are watching you. People are watching your conversations with customers, your body language, and even your comments after a customer hangs up or leaves the store. Your employees are all taking cues from your behavior. Model good customer service, and your employees will too. I think back to the laid-back style of one of the first managers I worked for at the Sonic Drive-In while in high school. Roy Moore set the tone for customer service with the fun and crazy way he managed our team. You can also set the tone with your actions.
   
   
4. Do something nice for someone today. Small gestures are noticed and seem to create other gestures of positive service. If you have not watched the movie Pay It Forward, rent it tonight and see how one small act can lead to many. Just a quick remark of "great job" can make a difference in how a person feels about himself or herself. Don't wait until the quarterly review session to tell an employee that you appreciate his or her attitude with customers. Point out positive actions as they occur. Encourage everyone in your company to do the same. Many small gestures equal very positive tornados!

You are probably thinking about now, "These ideas are really not anything new." And you're right. However, consider using this moment to reestablish your commitment to be positive as a leader. Your employees will notice the difference in you, and your customers will notice a difference in your employees.

About the Author:

Bob Furniss, president of Touchpoint Associates, works with organizations to increase productivity and profits by bringing out the best in their people. Furniss, a featured conference speaker and member of the National Speaker Association, provides keynotes, workshops, and consulting services to help companies redefine success.

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