Passion: Where Does It Come From? Words or Actions?

Ask the next three colleagues you meet today, and chances are they will say they are passionate about their job.

Nothing wrong with that, except that saying that you are passionate about your job does not make it so. 

In October 2019, I visited the Starbucks cafe at the Pike Place Market in downtown Seattle, Washington. It was my fourth time going there.

Since it was the first Starbucks Cafe in existence, it's a must-visit place for all travelers to Seattle. Yet, it was my fourth time going there--and somehow, the novelty didn't wear off.

 As usual, I found it packed with visitors and coffee lovers. 

 As someone who delivers customer service training for a living, I'm actively seeking teams and companies that are continually pushing the limits of what it is like to provide excellent customer service.

During the October 2019 visit, I visited the outlet about two to three times daily. And every time, I could count on three things from the Baristas serving there: a beautiful smile, a kind approach, and a pleasant farewell message of "have a nice day, see you again" with every cup of coffee. 

On one of those visits in October, I asked the two Baristas (see pictures taken during the day - above and below) what makes them smile to all customers and share this wonderful service spirit even though they have to make hundreds of coffee cups almost every hour. 

Their response was simple yet powerful. 

"We love what we do, and we are passionate about coffee." 

Let's dissect that statement for a second here.

It's easy to say that you love your job. For most of us, it's our default response to anyone asking that question. For some of us, it is the lie we tell ourselves.

But here the thing: its' not easy to deliver such a service every day unless you are intentional about it. It's a daily choice you have to make.

Imagine you come to work feeling grumpy, complaining about the challenges you have, talking about the things you don't have.

All such scenarios carry consequences. And left unattended, you implode from within, and the result? Your unresolved issues, hurt feelings, and frustrations boil over and show on your face as you deal with your customers.

Those who by passion don't behave as such. Instead, they cultivate these traits in everything they do:

• They show up with a renewed commitment to service excellence.
• They live by your company values and embrace them every day.
• They are aware that people around them will feel their energy and passion, making it a point to walk the talk.
• They are energetic and enthusiastic.
• They make an intentional effort to smile at all customers.
• They consider that every day is a great day to serve their customers.
• They are excited when they get an opportunity to serve.
• They treat every customer with respect, compassion, and empathy. 
• They show their passion by action, not by words.
• They know they have a job because of their customers and feel humbled by it.

So, take a moment to think of how you show up to work every day. 

It's a choice you have. 

But remember: It's easy to say that you are passionate about your job, but it is not that easy to show. For that, you must show your passion for energy and focus. It is a constant commitment that you have to live every single day.