It is a question I have asked my three granddaughters for years. Their imaginative answers often amuse me. But their responses gave me a peephole into their interests at the time. It is the type of question your customers ask every time they encounter you or your organization. The “costume” you present tells them a lot about how interested you are in their interests at the time. 

The origin of the word “personality” comes from the Latin word “persona.” It was the word used to describe the masks that actors wore to convey their role. We all wear masks—a compilation of our style, attitude, feelings, and above all, our concern for the role we are playing. And the primary determiner of whether you get a bad review or a standing ovation rests entirely with the choice you make.

Customers enjoy happy, upbeat people who are eager to serve them. It need not be a “clown costume,” just one that conveys interest, enthusiasm, and kindness. Conversely, customers dislike dealing with unhappy, sour people who seem like they got up on the wrong side of the bed. But the most detested “costume” is the one that conveys indifference, sported by a service person who could care less about customers. 

You might be thinking, “But I have a bad boss, my co-workers don’t like me, I am not making the money I deserve, or I hate this job, but I have to work.” Eleanor Roosevelt wrote, “No one makes you feel inferior without your permission.” You select your costume, not your circumstance. Put on a happy face. Be optimistic, even when all around you are in the dumps. Let your permanent “costume” make your customers happy. If you don’t, they will “trick” you by taking their business elsewhere. If you do, they will “treat” you to their loyalty and their funds.