Chapter 2. PERFORMANCE: Your Role of a Lifetime

“With any part you play, there is a certain amount of yourself in it. There has to be, otherwise it’s just not acting. It’s lying.”

—JOHNNY DEPP

Yesterday’s newspaper ran an ad for an open casting call for a new play that will be opening in your city. You decide to audition for a role—any role. You’ve done some acting previously, you even directed before, so you feel confident that you will be selected. After all the auditions, the producers announce that you are cast as a frontline employee in this play called Customer Service. You are happy that you won a part, even though you don’t quite understand your role or how it relates to the entire play. You also aren’t sure if you are ready for a frontline role, but you are confident that after you read the entire script you will be prepared to play your role well. One of the producers assures the cast that the play has no minor roles. Every role is important. Each character is part of the cast, and it is the cast that puts on the production. Everyone must work together as a cohesive group if the production is to succeed. If one person is ineffective, the play can flop.

After hearing the producer’s speech, you feel better about the role you were cast to play. You are convinced that no matter what your role, you can be a star. It is all in your mindset. You remind yourself that all legendary actors started someplace. Few started their careers in lead roles. They rose to stardom because they shone in every role. You picture yourself shining in this role so that you, too, can rise to stardom.

When you enter the door to your workplace each day, remember that you are an actor in the play called Customer Service. Get into your character. Whether you are a manager or a frontline employee, you need to be in charge of your performance. No one can make you a star. Only you can do that because you direct your behavior. Every actor is a director—and—every director is an actor. Every employee is a manager—and every manager is an employee. You are the manager of you.

If it is difficult to think of yourself as an actor in the customer service production, consider that you play many roles in your life. Every day, you move in and out of different characters. At home, you may play the role of parent. You have the lead role in that scene, but your role changes if you visit your parents. You may be the star on your softball team, but if you move out of your comfort zone by joining a soccer team, you will be relegated to a minor role until you prove your worth. Socialize with friends, and you assume a different character than when you are at work.

Remember that everyone with a role in the play of customer service is part of the whole cast. And the cast puts on the production. Think of your customers as your audience. No matter your role, give them the performance of your life. Lead the way by consistently giving exceptional service. Be the star of your production.

“I think it’s always best to be who you are.”

—HALLE BERRY