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applicable references. The customer may make a
comment to his or her shipmates such as, “That
disbursing office is on the ball. The people in that office
know what they’re doing.”
Presenting a Good Appearance
The first thing the customer notices and uses in
forming an impression is appearance. Appearance
includes not only your personal appearance, but also the
appearance of the contact point.
The appearance of the contact point reveals your
attitude toward the job you are doing. A neat,
efficient-looking, businesslike working space implies
that the people working there are efficient and
businesslike, but a space that has a patchwork
appearance has the opposite effect. Although an
unkempt appearance may not affect your performance,
it can affect the customer; the following are some
examples:
APPEARANCE
Spilled food on the
steam table
Service records
scattered around the
personnel office
Hospital Corpsman’s
uniformed soiled
AFFECT ON CUSTOMER
I wonder what the galley
looks like?
I wonder if one of those is
mine?
I hope the needle was cleaner
than that.
A careless attitude toward your appearance makes
a customer feel you might also be careless about the
service you provide.
Projecting Your Attitude
The customer forms a mental picture of you based
on your attitude. Your attitude is a message about your
mood, feelings, and opinions that you unconsciously
communicate. Through your attitude, the customer soon
realizes how you feel. You don’ t have to express your
feelings in words because your attitude expresses them
for you—and it doesn’t take long. Your attitude shows
how you view your job, your rating, the Navy, the
customer, and the customer’s problem.
TOWARD YOUR JOB, YOUR RATING, AND
THE NAVY.— The following shows the difference in a
negative and a positive attitude by two people in the
same job:
NEGATIVE ATTITUDE
I wish I could get out of
this rat race.
They treat me like a
servant.
I’m tired of this little
dinky job.
POSITIVE ATTITUDE
I perform an important
function by providing
needed services.
We are all members of the
same team.
This job is never boring. I
learn something new
everyday. What I do and
how I do it is important to
the customer.
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