If you're in a customer-facing role, you see your purpose in action every day. Learn how to talk about purpose in a way that builds lasting relationships with clients.
- One of the people I learned a lot about purpose and meaning at work from was my dad. And one of my favorite stories that he used to tell was when he was assistant branch manager of a bank, a big position. And he was in the break room one day. And he was kind of around the corner coming in. And there were two employees talking. And you remember this. - Yep. - They were talking about the job. And they said, this is a pretty good place to work. And the other one was like, yeah, I kind of like it here. But then the one said, yeah, if it just wasn't for the customers.
And the other one jumps on and says, oh, yes, the customers are the worst part of this job. (laughing) This retail job. And I think that's about when my dad's head just exploded. (laughing) - Okay, I love that story. And it is so him. But when I was working at a restaurant job, I was the person who hated customers. Customers can be really challenging. And that's, I think, the biggest challenge with trying to keep a sense of purpose in a customer-facing role. It's that, sometimes customers have a way of eroding your sense of purpose.
- It's kind of ironic, but that's why, if you are in a customer-facing role, you wanna be really clear on the impact that you individually want to have on your customers. - Right, there's a huge difference between saying, I wanna provide great customer service, and knowing exactly what specific kind of impact you wanna have on those customers. - For example, one of our clients is a women who does intake for patients who are entering rehab centers. And these patients that come in, they're often in pain, they're scared, and they're anxious.
And she says her purpose is to make these people feel cared for and safe. - And she doesn't tell people, I'm here to make you feel cared for and safe. Instead, she truly lives it, and she delivers on it, and proves it in the way she interacts with those patients. - So when you think about purpose in customer-facing roles, the most important thing is not that you just repeat your purpose, - Right. - or have it on your shirt, but that you embody it with your mindset, your words, and your actions.
It's no secret, noble intentions are a lot easier to keep in your head than they are to put into practice with real live people. - That's so true. And that client gets an amazing response from patients. Granted, not every single patient, and not even every single day, but it's often enough that it becomes that self-reinforcing loop. - So if you're in a client-facing role, you are making an impression on your customers every single day. And when you decide that you're gonna create meaning and purpose in your interactions, it will always come back to you.
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- Break down the fundamentals of connecting your life with your work by bringing purpose with you.