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Interview with a Service Superstar #5

We will periodically bring you interviews with people who work like they own it! These service superstars consistently work with pride, passion, and professionalism. The purpose of these interviews is to gain some insight into how these world-class service professionals approach their job and what is needed to keep them motivated. This interview features Michelle Mason from Hospice & Palliative Care of Greensboro.

 

Question:       

In your own words, what does it mean to "work like you own it"?

Answer:         

From an early age, my parents instilled a sense of responsibility in me.  A job was never simply a “job.”  A job was something to which I had to give 100% – I owed that to my employer.  My first job was babysitting – and my mother clearly told me that during that time, I was RESPONSIBLE for those children – whether I was paid or not.  The other thing I learned was not to play the “blame game.”  It is easy to blame management, but in any organization, we are all in it together!

 

Question:       

What motivates you to go above and beyond to WOW your customers?

Answer:         

I am motivated to do the right thing, because it makes me feel good.  On those occasions where I haven’t given my all, I have felt guilty.  I don’t want to look back on my day and regret how I interacted, so I try to stay on my toes.

 

Question:       

What do you consider to be your own personal service standards?

Answer:         

To be positive and kind in all my interactions.

  

Question:       

What advice do you have for managers who want to keep people like yourself motivated and engaged?

Answer:         

Take a moment to find out each staff member’s “language of love.”  In other words, what motivates and rewards that person?  For me, it is words of affirmation – I want to hear that I have done well.

 

Question:       

Give me an example of a time you WOW'd a customer

Answer:         

I had a patient with breast cancer who was very involved in the fight.  For her birthday, I requested her favorite cake decorated in pink and white and picked out a pink and white pillow and afghan.  This meant so much to her and it was a simple thing to do (notice her preference for pink and white and include that in putting together her birthday items).

 

Question:       

Give me an example of a time you WOW'd one of your co-workers

Answer:         

One year around the holidays, one of my fellow social workers was stressed that she wouldn’t be able to see all her patients in the time allotted.  I told her to think of some calls and visits I could make for her and was able to take some of the stress from her.  She was relieved and appreciative!

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