I visited a luxury apartment community and was greeted at the front desk by someone who had the look of a grumpy old cat on her face! I was hoping that when she opened her mouth the experience would be different. Nope. Still the grumpy cat!
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Unfortunately for this community this person is the FIRST thing everyone walking into the community sees and interacts with. I couldn’t help but wonder, “Why is she at the front?”
It’s Not Easy!
Listen, I worked onsite for many years and I know working in the “fishbowl” isn’t easy! When the phone rings for the 50th time, and someone needs to know where her package is, and Harold in B102 needs his toilet fixed, and you have to post your fifth Craigslist ad of the day, it’s not easy to also look and feel happy! I know!
So, what do you do with that? Are you going to make sure that everyone knows you’d rather be playing Candy Crush than helping them? Or, will you choose to walk in strength….by being welcoming, inviting, patient, understanding, kind and helpful…even when you really want to tell the person in front of you where they can stick their complaint??
You have to interact with people everyday in your office, don’t you? (If you’re a temporary assignment employee, you’ll especially need to interact with everyone!) You might as well enjoy it. Or, try to find something you can enjoy from the experience, even if you’d rather be in Cabo San Lucas with a mojito in hand instead of having someone yell at you about their toilet!
And, quite frankly…being pleasant to other people, smiling, laughing, engaging, acting like you care (even when you don’t at that moment!) makes your job so much easier! It really does. I’ve discovered that residents who complain are generally more upset about how they were treated when complaining than about the original complaint itself!
Some of you are thinking, but I AM happy and I love engaging with people everyday! Then, I have to ask, does your face reflect what you’re feeling?
I’m serious! Your face is the window that other people will use to see you. People can’t read your mind. They can’t determine whether you’re happy to see them or if you really want them to get out. So, make sure that your face and your words communicate this to the people you meet.
And…if you’re really brave ask someone in your office if the “vibe” you give off is one that is friendly, welcoming, and inviting.
