Release Your Service Passion

By Jason Young

Passion begins with attitude, and your attitude starts on the inside. Negative or positive, inviting or repelling, accommodating or resistant, people quickly sense attitude, and it has a tremendous effect on your ability to make a connection with another person.

Attitude is your choice. With the right frame of mind, smiles – on your face and in your voice – will be genuine, handshakes firm, and eye contact focused. Your overall body posture will be attentive and inviting. Such a mindset and physical presence communicate attention, interest, and commitment to your customers, which lays the foundation for a strong and ongoing service relationship.

If you are angry, disgruntled, frustrated, and anxious, or generally out of sorts, external techniques are going to be difficult to fake. People can see through pasty smiles or canned expressions. If you adopt an “others first” or a “win-win” mind set, it will influence what you say and how you physically present yourself during any face-to-face interaction; what you say and how you sound on the phone; what you say and how you say it in a chat or email.

It does take a lot of psychological and emotional energy to consistently deliver really great service. And, we all have days when we just don’t have the zest we need – or want. Take stock each day and consider your own sense of inner well-being. Become self-aware about how your attitude will affect your performance that day. If you need to, seek the guidance of a friend or co-worker to uncover how others perceive your attitude. Then, adjust accordingly, both internally and externally.


Take the initiative. Choose to project a positive attitude, and release the service passion inside. Surprise the customer; make their day. Inspire your co-workers. The more you do it, the more it becomes who you are, not what you do, and everyone feels better.

Jason Young, president of LeadSmart, Inc., has been called a “rare breed” when it comes to developing leaders, teams and customer service initiatives. As a former executive at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, he was a key driver in creating and developing the company’s innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today.

Jason will present our keynote address, “Culturetopia: Creating a High Performance Organization,” at the 2016 SWPP Annual Conference, which is set for April 4-6 at the Omni Nashville.