Although the customer service representatives are always the face of the brand, people are willing to have some leeway knowing that, in a larger company, the rep they’re dealing with today may not be representative of the overall brand. After all, you’re bound to get a lemon once in a while.
If the company is you, however, then your actions and behavior are the brand. A bad day can damage your brand with one prospect or 100 customers. A bad attitude on a regular basis can build give your brand a bad name no matter how friendly and inviting you think it is.
When I worked in the hotel industry, part of my training including a video produced by the Walt Disney Corp. on customer service. One of the main things I learned all those years ago, that stuck with me no matter what type of job I’ve had since then, is that, when you’re working with the public, you’re on stage. You need to act in a manner that your “audience” (customers) expect. Whatever is going on in your personal life needs to remain backstage and if you can’t take on the persona of someone who is helpful, nice and charming, then you don’t belong in a position where you are interacting with customers and prospects.
Your behavior, your reaction to situations that are thrown at you, and your general approach to dealing with people will make or break your brand, which, in turn, will make or break your business.