Efficiency or deficiency?

It doesn't matter what kind of business you are in. If you are dealing with other people, you are in the customer service industry. Can your customers rely on you in times of crisis, or are you only efficient when things are going well.

We all have bad times, it is how we handle ourselves during these times that prove what kind of people we are.

Every day someone, somewhere is affected by "bad times", be it storms, fires, floods, the loss of a job or a loved one. It is during those times we call on other people to help us get through our bad times - whatever it happens to be. The question is - if someone were to call on you for help - would you be efficient or deficient in your response?

Efficient companies organise their people and ensure the affected people are kept informed every step of the way. The ones who don't care, don't call and you are left in the dark wondering if you're ever going to have your house restored.

The efficient companies make it easy for you to do business with them. They know you're stressed, so they make life very easy for you, keeping you informed every step of the way.

The companies who don't give too hoots don't care if their inaction is causing you additional stress. They don't call when they say they will call, they don't send documents when they should, and they blame everything and everyone else for why it is not "their" fault.

People don't mind if there is a problem or a delay - so long as you tell them.

Efficient companies are made by the people who work there. They know first hand what kind of service they expect to receive from other organisations, and they instinctively do better than everyone else. They answer phone calls and queries efficiently. They let their customers know when their goods are on the way. They handle complaints with dignity and politeness and you can tell they enjoy the satisfaction of a job well done. Efficient people don't do it for the thanks, they do it because they love to help, they love to give assistance and they are firm and fair with everyone they deal with.

And just like efficient companies are made by their efficient employees, so too are deficient companies made by the people they hire. Even in today's poor economic climate where jobs are at a premium they turn up late or not at all. They spend hours on the phone, surfing the internet, filing their nails and chewing gum. They know you're waiting to be served, but they don't care - they need to finish their conversation first, you can wait.

Take this week as a good example. Are you efficient in everything you do? Or is there room for improvement?

• What does your desk look like? Did you get through the important things that needed doing?
• What does your inbox (email) look like - did you answer your inquiries?
• Did you make all the telephone calls you needed to make? Even the bad ones?
• Did you answer all your written correspondence?
• Did you pay your debts and bills?

On a personal level:

• How much exercise did you do this week?
• How much sleep per night did you get?
• How many units of alcohol did you drink?
• How many pieces of fruit and vegetables did you eat this week (remember 5 veg, 2 fruit per day is the recommended minimum average for good health)
• How much fast food did you consume?
• How many books did you read?
• How much time did you devote to your family / faith / pets / home / hobbies?

What didn't you do that you know you should have done this week?

If everything we do is a choice - including the attitudes we have towards ourselves, our work and our customers - then why would we choose to be anything less than efficient?