I don't like to talk to people who are scripted. Do you? What I mean is that a lot of people aren't allowed to be themselves at work. Instead, they have to say things that their company has trained them to say. Here's the problem, and it's one everyone who works with the public has to deal with. Your boss expects you to act a certain way. Because you are getting paid, and because you want to continue to get paid, you act that way.
For instance, if a client walks into your office and politely asks how you are, you don't unload on him or her with a "Lousy. My kids don't listen to me and my stomach is still churning from the chicken I ate for dinner. Thanks, and how are you?"
Instead, you say something like, "Fine, and how are you?"
It's a convention, and in most cases, it's probably a pretty good one. Not many of us really care to hear about the aches and pains of everyone we run into during the course of a day.
But the other day, I walked into a bank, and was treated in such a phony, oohey-gooey way that instead of being grateful for being treated graciously, I felt suspicious. I had cashed a check and on my way out instead of the usual, "Thanks and have a nice day," I was treated to a gushing, "You have a great day today." Somewhere behind the big, strange smile, there might have been an ounce or two of authentic feeling. But that was mixed in with a couple gallons of a sweet and gooey, poured on heavy, synthetic greeeting.
I guess the bank officers had started a new campaign and changed the script, making their employees address customers in a new over-the-top style. I would have preferred a more genuine, "Thanks for using X bank." It would have been enough. I want to know that when I'm spending my money for a service or a product that someone speaks on behalf of the proprietor and thanks me for doing so. They don't have to go over the top -- just a simple acknowledgment is enough.
How about you? Are you sincere when you talk with your firm's clients, or are you practicing your acting skills?
