Are you a bellringer?
Yesterday, I experienced a poor customer service situation at a big box home improvement store.
Despite having multiple checkout lanes, the store only had two registers open. One was a temperamental self-checkout whose error light was constantly blinking and the other was manned by a large, surly employee whose movement mirrored that of a snail.
As I stood in a long, winding line of angry patrons, it became clear that the issue wasn’t due to a lack of staffing. I saw plenty of employees standing around chatting with each other. I even saw a pair of managers stroll by and joke with those employees.
None of them seemed bothered by the long checkout lines or concerned about their customers’ frustrations.
The greatest of all disrespect is the disregard of another’s time. What I encountered at that store was a complete disregard for my and the other customers’ time. The employees’ inattention created a customer service failure void of empathy, decency, and respect.
On my way out of the store, I noticed a sign encouraging customers to ring an adjacent bell if they received great service. The improbability of that happening caused me to laugh out loud. Another customer saw me looking at the sign and snarked: “Not a lot of bellringers in this place today.”
I understood what he meant.
Bellringers are important. And the concept applies to more than customer service, too. Bellringers play a vital part in team success.
Here are three types of bellringers that every team needs:
Bellringer #1: Those who ring the bell to share good news. As suggested above, a job well done deserves acknowledgement. This type of bellringer appreciates and celebrates their teammates’ contributions, and their doing so sparks virality.
Bellringer #2: Those who ring the bell to warn of danger. In the days of yore, villagers would ring church bells to warn others of approaching danger, like invaders, fires, or tornadoes. By sounding an alarm, this type of bellringer steers their team clear of toxicity, ethical violations, and other destructive behaviors.
Bellringer #3: Those who ring the bell to initiate change. In collision sports, such as football or hockey, announcers often say a participant “got his bell rung,” meaning another player hit that participant exceptionally hard. Sometimes, stagnant, apathetic teams need someone who will shake things up. This type of bellringer possesses the courage and charisma to initiate change.
Just like being a good teammate, being a bellringer requires no special physical talent. Anyone with a desire to serve the needs of their team can assume this role. If your team has good news to share, is in danger, or needs to initiate change, don’t hesitate to grasp the rope and ring the bell.
As always…Good teammates care. Good teammates share. Good teammates listen. Go be a good teammate.
