If you were to google ‘<i>professional</i>’ these are the kind of definitions you would get;

<i>relating to or belonging to a profession.</i>

<i>worthy of or appropriate to a professional person; competent, skilful,  </i>

<i>engaged in a specified activity as one's main paid occupation rather than as amateur</i>

<i>a person engaged or qualified in a profession</i>

But how much do we actually really THINK about the real meaning of

<i>professionalism</i>? It is a term that we tend to use quite often in our industry and yet what FEELING does it give us when we are describing someone who is <i>professional</i>? What image does it conjure up for you?

Competent, skilled?

Qualified?

Looks the part/smartly dressed?

Speaks well/nicely?

Knows their stuff/ is intelligent?

Think of a moment when you FELT that you received a truly <i>professional</i> service and ask yourself;

“What was it exactly that I appreciated?”

“How did it make me FEEL &amp; why?”

“What made my experience feel like the provider was being a true <i>professional</i>?”

<b>Now ask yourself;</b>

“What could I do to make MY clients FEEL like that?”

“Is that the kind of service I already provide?”

Do you GIVE what you would EXPECT from someone YOU receive a service from?

When you REALLY think about it, it is more often than not the small stuff, right?

For me personally its definitely the small stuff….you can be competent, qualified, intelligent and sound like you know your stuff, you could even be super SUCCESSFUL!

BUT the WAY you do something means a hell of a lot more.

The best mark of a TRUE <i>professional </i>in my opinion is someone who GOES THE EXTRA MILE.

This isn’t necessarily at any extra cost to the client nor immediate benefit to you, other than making the client happy or happier.

What I would like to do is give you some examples of what I believe to be TRUE <i>professionalism</i> at its best including some of my own personal experiences and why.

Firstly let’s take eating out as an example we should all appreciate.

Imagine YOU just ate the best food you have ever tasted but the service was awful. The waiter BEHAVED like you were unimportant to them and like they didn’t want to be there bringing your food.

How would that make you FEEL? Chances are you would be dissatisfied, wouldn’t you? How many friends would you tell about the bad <i>unprofessional </i>service?

Anyone can cook a meal but its the EXPERIENCE we PAY for, don’t you agree?

Even food that ISN’T that great but comes with a <i>professional</i> service and great attitude can save the evening, or even still be enjoyable should the waiter be accommodating, or apologetic for example, which demonstrates that they CARE how you FEEL.

Something I was taught in my very first job as a silver service waitress was by someone who, if I am honest, scared me stiff, however she ran an extremely popular restaurant that was reputed for its high end service and <i>professionalism.</i> This was what she literally demanded of ALL the staff

<b>The customer is ALWAYS right!</b>

Now I know you have heard that before and it is not new to you but again, what does it mean exactly ?

Because of course clients are NOT always right and more often than not its the very fact they are wrong that they are seeking your help, am I right?!!?

BUT even when they are wrong we don’t necessarily TELL them that or at least we should consider how we make them feel, using our best EMPATHY skills. This can be the underpinning skill that makes you THE most professional person in your area.

<b>Can you truly empathise with your clients? I mean TRULY ?</b>

When someone has low self esteem are you able to sense that and make them feel good about themselves?

Do you remember your clients birthday and buy them a card or even just text, email or call to say Have a nice birthday?

Do you take joy in committing random acts of kindness for clients ?

How far would you go to make a client happy?

Would you even provide or do something that actually COST you to simply make a client happy?

In his book ‘CRUSH IT’ marketing &amp; social media expert, Gary ‘VEE’

Vaynerchuck, describes a time when there was a problem with a wine order for an elderly client who was expecting a delivery of wine around the festive season and there was no way his team could organise a courier in the snow at that time of year in time for this client to get her order.

<b>Do you know what he did?</b>

He personally drove hours and miles in the snow to deliver that order right to her door himself. Costing him a long day of his own time and way more than the order would commercially make his company.

BUT..

Gary wanted to prove a point to both his team and his client that he would go to great lengths to demonstrate the ethos of his wine company, that <i>professionalism</i> was a priority when it came to customer service and CARE.

I LOVE that story because that is how I feel about <i>professionalism</i> and I really hope it comes across to my clients that I would go to great lengths to make them happy.

However when you love your job and love your clients, driving miles in the snow on your day off can still bring YOU pleasure to know your client is happy.

<b>Isn’t that what makes YOU happy? Making others happy?</b>

Even when working with a business partner or another company things that mean a lot to me are the indications from them that I am important to them. <b>Susan Findlay of North London School of Sports Massage</b> is one of THE most <i>professional</i> ladies I have ever come across.

In the last 10 yrs I have contacted, organised and hired many venues for use as a classroom and if I'm honest it has been the bane of my life too!

While some individuals have been helpful or polite and have even offered an adequate service, I knew I was just another client. I was always nervous driving to the venue, worried if everything was going to be provided as expected, the space would be ready, available etc. Inevitably and sadly it often went wrong.

People like SUSAN, and her entire team, offer a service that not only makes me feel like they CARE but the give me confidence in them providing exactly what they promised when I book and hire their venue. I KNOW they will ALL go to great lengths to make me happy as their client. Having that TRUST demonstrates professionalism. So much so that I feel strongly enough that I want spend my morning writing about it!

<b>HOW exactly does Susan do that?</b>

A room containing the equipment I need

A bowl of fruit or packets of biscuits being left for my learners to help themselves to

Effort to provide information well in advance when there was some building work limiting the parking

The staff arriving early to allow me entry so I can set up

Prompt replies to emails and questions

Phone calls to check if I need certain equipment so that they can provide alternatives if they do not have it ALL the above ALL the time over and over again.

Now read back and consider the actual COST of all of those things.

Many of them COST nothing but she ALWAYS delivers her promise because she knows how important that is to me!

So what does <i>professional</i> mean to YOU as PT’s, exercise <i>professionals</i> and fit pro’s?

OK so you can deliver a PT session really well, you can name the attachments sites for quadratus lumborum, you know a like a million exercises for the quads, you can list all the foods that contain iron and of course you LOOK the part in your branded kit!

<b>Does this make you <i>professional</i>?</b>

Sending a text or a birthday card, treating someone to a bite to eat or a beer, actually answering your emails and texts is respectful let alone <i>professional</i>, remembering personal details for their benefit - these small inconsequential things can actually demonstrate to someone that they are valued by you because you thought about them or spent extra time with them.

So ask yourself.......

<b>Exactly How <i>Professional </i>Are You?</b>

Would you like to join a community of <em>professionals</em>?

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