By Mark Rounds, VP of Corporate Development
Vogel Bros.’ mission is to “Continually improve our services in order to enhance the lives of the people in the communities we serve.” It is not a coincidence that serve appears twice in this statement. Vogel Bros. believes that everything we do is from a posture of service. We serve our customers and we serve our employees. We improve our services in several ways.
How we respond to the gratitude of others is important. When someone serves me, I am genuinely grateful and respond with a “thank you.” Often the response I hear is “no problem.” What does this mean? Could it mean that if it were a problem, you would not have performed the service for me? The problem with “no problem” is that if focuses on the giver of the service. “It’s no problem for me, so I guess I can serve you.” That is the wrong context of service. A “thank you” should be followed by “you’re welcome” which focuses on the person being served. At Vogel Bros. we will sometimes take this response to another level by responding sincerely with “It is our pleasure to serve you.” Our pleasure to serve aligns with our mission.
Next is how we respond to a compliment. Many times, I have complemented others on a particular item, only to have my compliment discounted with what appears to be humility, but it is actually self-depreciation. For example, I recently complimented a friend noting she was wearing a nice sweater. Her response was “This old thing? Oh it is not so special.” Basically, her statement told me I do not know the difference between a nice sweater and an old thing. I was telling her she looked nice, she was telling me she didn’t look nice. This is not humility; rather it is self-defeating and insults a compliment. At Vogel Bros. we understand the power of a compliment. When someone compliments us, we graciously accept it with smile and a “thank you,” which shows respect.
Lastly is giving compliments. At Vogel Bros. we understand that the most powerful way to instill motivation is through recognition. Recognition with a compliment – especially a public compliment – brings joy to the recipient. It lifts the person’s spirits and brings about good will. We are quick to compliment those around us with honesty and affection.
There you have it. Our first step in improving our serve is to accept and give compliments genuinely and sincerely. Having good manners is an important guiding principle in how we treat others. We respond with a polite “thank you” or “our pleasure” because it truly is our desire to serve others.