One of the basics of acting taught to me in grade school was the important
principle of "staying in character." Staying in character means holding the image
and personality of the character you are assigned to portray without letting your
own personality leak through. Applying the principle in school, I would lock my
legs stiffly and allow my arms and hands to flex gently as if they were in a flowing
breeze.
It was not easy for me as a third grader to stay in character
as a tree.
My professional acting career still lies dormant, but the
concept of being in character is wide-awake.
I heard a story last week
about a small business that makes a point of having its employees remain in character
at all times during the work day. No, I'm not talking about Disney World. I'm
talking about a dentist's office in the UK. The owner is so adamant about the
professional staff acting in the best interest of the practice when dealing with
the patients (customers), that a sign is installed on the employee lounge door
that says " BackStage". The backstage sign makes the important point that the
rest of the office space requires an onstage performance for all on the team.
The help wanted advertisements never have the following wording included
in the job description; "Acting Experience, a plus". Employers should include
the phrase.
Wouldn't it be nice if other businesses would enforce the
onstage performance of their employees?
- Grocery store cash register operators
would end their cross- chatter with each other, act in a friendly way and would
acknowledge the customers' existence.
- Receptionists would present an image
of helpfulness and appreciation for customers as they enter and exit the office.
- Retail
clerks would joyfully point out where items are on the shelves.
- Professionals
would acknowledge that they are running behind on appointments and apologize for
the inconvenience.
- Staff would notice when customers, even those not within
their assigned area, are not getting the proper attention they deserve and would
ask on their own if they could be of help.
Businesses that
have a written plan and policy for maintaining a professional level of service
always are the most impressive. They are impressive because the standard of service
against which they compete is so unprofessional. It's not hard to distinguish
yourself from the rest of the group when your business stays in character.
Is your business or organization in character for customer service or just
playing out its own melodrama?
