“It is not your aptitude, but your attitude, that determines your altitude.”
~ Zig Ziglar
It always amazes me how quickly the sky changes moment by moment. When loaded the various shots onto my computer this morning, I was so surprised and happy to see this one. I see the “heart within a heart”. Do you? And it’s a perfect picture for what Napoleon Hill has to offer us today. It’s about sharing your heart, maybe within your employers heart, with your customer. Bad attitudes won’t get us very far in life, that’s for sure ….
So yesterday, Napoleon Hill shared with us how we can get our foot in the door to get a position. Today he shares with us a very important formula for success called the QQS Rating.
“If you fail to serve well, both you and your employer will fail for it by the loss of the privilege of serving.”
“In the final analysis you are employed by the customer.”
Hill recollects how poor service in the coal industry, followed by the gas industry, created openings in the market for new competition. The same is going on now in the technology industries. Dish Network comes to mind for me. The continued to charge higher prices for less programming, with customer service reps who provided piss-poor service. I finally decided to cancel my account with them. I’m saving money, and getting comparable programming from my local service provider. If they aren’t careful, they too will see their business erode to the Hulu’s and Netflix of the world.
“We are were we are, and what we are, because of our conduct.”
“Courtesy & Service are the watchwords of merchandising today, and they apply to the person marketing personal services even more directly than to the employer.”
When we come to understand that it is the customer who really employs us, we should constantly be reviewing what Hill calls our QQS Rating …
To market our personal services effectively – which means a permanent market, at a satisfactory price, under pleasant conditions – we must adopt the QQS Formula and make it a habit !! This quotient will determine the price and duration of our employment !!
QQS Formula – Quality + Quantity + Spirit of Service
Quality = Creating greater efficiencies
Quantity = Everything at all times
Spirit = Agreeable, Harmonious Conduct
And of these three, it is spirit that counts the most … If you have a personality that pleases, and renders services in a spirit of harmony, these assets often make up for what you may lack in both the quality and quantity of service you render.
Nothing can be successfully substituted for pleasing conduct.
That’s alot to digest in two short pages. Napoleon Hill stresses over and over again that maintaining this formula must become a habit. I know when I fail at this formula. It’s when I’m tired. When I think about it, there really is no substitute for a good night’s sleep, beginning the day with meditation to get our minds right, and taking some time mid-day to get in a little yoga … These factors will keep us on track, to breath and smile, when customer service can become a challenge.
Having a hard time getting your PMA in gear? Here’s a few tips I shared a while back, when I found myself having gotten up on the wrong side of the bed:
http://www.reflectionsonsunrise.com/2013/07/17/the-wrong-side-of-the-bed-pma/
Happy Friday friends. In the spirit of QQS, I hope you go out and serve today with a smile 🙂
