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Be a Role Model

Customers look up to you so you need to lead by example.  Never exhibit behavior that is unprofessional, such as using profanity or taking advantage of your position to influence others.  Always be on time for appointments and keep meetings concise and to the point.  Keep the best interests of the customer in mind and always remember, especially when working with youth, that you are being seen as the “expert.”  It may not seem like it at times, but you are an authority in what you do.

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Be Consistent

Consistency is at the core of an effective professional relationship. Always do what you say you’re going to do.  If necessary, underpromise and overdeliver! You need to be someone that your customers can count on.  Also be sure to treat each customer with the same kindness and respect — no matter how difficult this may be. 

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Don’t Shift From Service-Provider to Employer

Similar to the previous principle, don’t ask customers to perform personal services or work for you, even if it’s for pay. This may represent a serious conflict of interest that could cost you your job.  It also limits opportunities for your customers to pursue competitive employment and may be seen as favoritism.  Moving away from what feels “safe” (e.g. working with your agency) may be difficult, but with your encouragement your customers have the confidence to explore other employment opportunities.  

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Don’t Open Your Wallet

While this may seem obvious, it’s very easy for this to happen, especially when someone is operating on good intentions.  Discipline yourself to only use available program funds.  This includes providing change for vending machines, sharing cigarettes or even food.  Unfortunately, as much as we’d like, we can’t be everything for our customers.  If additional funding or resources are needed, utilize your partners.  Also take the time to find out what additional resources are available within your community.

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Service Time is Not “Me” Time

While the rule is not to self disclose, only do so when it substantiates a point that addresses a customer’s needs.  Don’t use your relationship as an opportunity to vent your feelings.  In fact, rule of thumb: just listen! Active listening places the proper focus on your customers’ needs. It also creates an environment of trust.  If you talk or share too much, the customer may feel like you’re more of a “friend” versus an advisor.  This will ultimately change the dynamics of your relationship as a service provider.

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Take Care of Yourself

Do you want to know how to get on the path to job burn-out? It’s in not knowing where work ends and where personal life begins.  Even from the onset, set clear working hours and respect those hours. Don’t take work home and turn the cell phone off!  If an issue about a customer is weighing you down, debrief by talking to a co-worker or your supervisor. There’s nothing wrong with setting reasonable limitations for your customers (and for yourself!).  This doesn’t mean you’re providing bad customer service.  It’s about taking care of yourself.

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Empower Not Rescue

Your role is to assist your customers in achieving their goals.  Point them in the right direction, nurture the attitude needed, give them encouragement— but don’t do the work for them! You may feel that you’re being helpful when you do so, but you may be robbing them of the opportunity to learn and the satisfaction of accomplishment. Remember, everyone’s capable of solutions; don’t assume your customers are any different.

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I was recently contacted by Tim Moore, the owner of My Disability Blog, a blog dedicated to information about Social Security Benefits.  I checked out the site, and was very impressed with the extensive amount of information on Social Security benefits, especially on applying for benefits. 

I’ve included Tim’s blog under the Blogroll section if you’d like to check it out.  It’s listed as My Disability Blog.  You can also find it at: http://disabilityblogger.blogspot.com/

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Always remember that there is a thin line between making a good impression and deceiving an employer.  Job seekers should never extend the length of time they were employed or add fictitious educational experience to cover a gap in their resume.  The consequences of misrepresentation could mean losing the job.  The best advice is to be positive – using proactive and energetic terminology to ensure the job seeker comes across as enthusiastic and ready to start work.   

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For service providers, scheduling practice interviews could boost a job seeker’s confidence and ability to answer difficult questions with poise and confidence.  Recording such interviews may provide the job seeker with helpful visual feedback towards improving their demeanor and communication skills.

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