Be Your Customer's Hero

CHAPTER 27

Always Be Professional

When I’ve done trainings in the past, I’ve often asked, “What does professionalism mean to you?” The answers, as you might imagine, are as varied as the people responding. Like many vague concepts (respect, for instance), professionalism is in the eye of the beholder. Yet certain tenets seem to be common for almost everyone and every organization.

I believe each of the following characteristics is a component of professionalism:

• Being punctual

• Using appropriate language

• Executing job responsibilities as expected

• Looking professional

• Not speaking ill of customers, coworkers, or managers

Coming from a managerial perspective, I cannot overemphasize how important professionalism is to most managers and ...