Can Your Customers Spot “Professional Presence”?

customer serviceWe don’t always know exactly what professional presence is, but we know it when we see it.

Earlier this week I traveled to the mid-West to deliver a two-day seminar on leadership effectiveness. When I arrived at the hotel I was informed  by the woman at the front desk that they had no record of a reservation for me and the hotel was very full. I showed her my paperwork and confirmation code and she said gently, “You’re right, that’s our hotel name and address, but that’s not one of our codes. ” Then she paused and said, “Let me see what I can do.”  She found me a room for one night and promised she’d give me the first shot at any cancelations for the second night.  Here’s what I noticed:  Smiling face, excellent eye contact, gentle, caring voice, can-do attitude. So, instead of feeling upset, I felt cared for.

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