Your role as manager is to model positive attitudes about clients and transmit these attitudes enthusiastically. Organize discussion sessions about clients' needs to allow staff the time to raise and dispel concerns they may have about their clients, so they can understand their clients better, and to reinforce positive service attitudes. Staff attitudes that support quality services include:
- "Serving these clients is a privilege that brings us great satisfaction." Staff who have this attitude are more apt to arrive on time, serve their clients efficiently yet thoroughly, and provide them with explanations for their services.
- "Our responsibility is to attend to the particular, felt needs of individual clients. Our clients know what they want and need." Staff who share this attitude show patience, consideration, and empathy in helping their clients find ways to express their needs. At all times, they treat their clients as equals with different roles in a mutually satisfying relationship.
- "We go out of our way to ensure client satisfaction." Enthusiastic staff always work to find the best ways to meet their clients' needs.
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