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A main theme in many motivational speeches is that performance is often influenced by attitude. People’s performance is 80% their attitude and 20% their ability. When referring to attitude, it doesn’t refer to happiness; instead, it references their attitude toward their job.
Charlie travels extensively for his job; so often that he is constantly observing the customer service on airplanes. The other day, Charlie encountered an overbearing flight attendant while in first class.
After observing her pushy behavior for some time, Charlie couldn’t resist speaking up about her lack of customer service skills. He said, “You know, I think your customer service skills could really use some improvement.”
“Well, sir,” the flight attendant said. “I’m here mainly for your safety.”
That was all Charlie needed to know. That statement alone answered his question about how someone in the customer service business could be so lacking in skills. In fact, she’s not lacking; her ability is just fine.