Honesty is probably related to trust. Trust in people. Trust in doing what is right.
Honesty is hard to come by, sometimes. Wherever you look, you see corruption, broken promises, people who feel let down, sadness and despair. And I am not talking about Malaysia, to make sure!!
Yesterday evening, I was distracted. A lot was on my mind and when a lot is on the mind, things slip. We say one thing but act differently.
It was not something serious, at least not for me.
I took fuel, at the Shell station, I always take fuel. The one in Taman Desa. I wanted to fill in for RM70 while my wife said RM80 should be okay. So she gave me the RM 80 bucks.
I wanted to go inside the station to pay when one of the assistant came and said, that I could pay at the pump. So I did. I said RM70, and gave him the RM80. Not realising my mistake. He could have taken the money, and I probably wouldn’t have a clue, or only by chance, if I would have spoken to my wife after taking the fuel.
He ticked in the right number at the pump, looked at the money, smiled and gave me back RM10. It was not the usual assistant, the other guy, who always smiles and says hello.
Honesty – this was a great example. I don’t think that these guys at the station earn a lot of money. Probably, RM 10 is much more for him than for me. He still stood by his way of doing things and rectified my mistake.
Can we say that this is a service that is worth complimenting? A service that actually makes a difference, and makes a station stand out? A WoW service?
When I talk to companies, they always say that it is so hard to instill customer orientation into the lower level of the employees, and they pray to get the right person. Because training does not always make sense, since the lowest level won’t stay long and moves on with the next job promise and a little better income. May be they are right most of the time, but not this time!!
Thank you Shell. Your assistant made my day and this is why I am writing this entry.
Andreas is the founder of Asia Mind Dynamics and a certified trainer of internationally recognised certification programmes:
- Neuro Linguistic Programming (NLP) with the American Board of Neuro Linguistic Programming (ABNLP),
- NLP Coach Training with the Coaching Division of ABNLP,
- The Words That Change Minds -Language and Behaviour Profile of which he also is one of 17 Global Master Trainers
- Creating Your Future Coaching™ Techniques at the Masters Level with the International Timeline Therapy Association
- Hypnosis with the American Board of Hypnotherapy (ABH)
- Master Trainer with the International Association of Counsellors and Therapists (IACT).
We also train companies to achieve higher performance especially through our signature programmes on Leadership, Sales and Advanced Communications.
To find out more about us or our programme and what makes us so very different as trainer and coaches, send an email to andreas.dorn AT gmail.com or contact us at +6012 287 5048.