Think Gratitude Before Eating Your Own Message!
The following incident happened a while ago but the lesson remains with me - I'll never do that again! When an excellent client sent me some work, I mistook it as an information overload to sift through and figure out. In reality, after studying the contents, it was clear enough to handle with relative ease. But what did I do first? I replied with a couple of "suggestions" to make things easier. Easier for whom? The client predictably and rightfully expressed "concern" about my initial response.
I knew better, yet I still hit the send button. I can pinpoint the exact reason I consciously made the mistake: I was cranky that morning. My co-workers even commented that I came in to the office blazing with sarcasm and a little anger at the world. My attitude only lasted about an hour but within that short span, I foolishly reacted rather than thankfully responded to my client. Instead of sending "suggestions" I should have only sent acknowledgment and thanks!
Can there be enough said and written about attitude?
Opposite realities can exist at the same time, depending in whose head a common situation is perceived. Even the same person may perceive the same reality very differently depending on his mood and outlook at a given moment. In my example, the same event was first perceived as an inconvenience to me, and hours later, as a blessing of additional business. What a profound difference!
"The customer is always right" rule has had some rough going in recent years. "We've got to educate our customers" is a repeated statement at sales meetings and in some marketing strategies I've heard and seen recently. "Consultative selling" is usually fine. On the other hand, a professorial attitude can be obnoxious to a client or prospect.
My experience was acute enough for me to learn this lesson permanently: When a customer needs your help, thank him first and then figure out the best way to get the work done and grow the relationship!
I knew better, yet I still hit the send button. I can pinpoint the exact reason I consciously made the mistake: I was cranky that morning. My co-workers even commented that I came in to the office blazing with sarcasm and a little anger at the world. My attitude only lasted about an hour but within that short span, I foolishly reacted rather than thankfully responded to my client. Instead of sending "suggestions" I should have only sent acknowledgment and thanks!
Can there be enough said and written about attitude?
Opposite realities can exist at the same time, depending in whose head a common situation is perceived. Even the same person may perceive the same reality very differently depending on his mood and outlook at a given moment. In my example, the same event was first perceived as an inconvenience to me, and hours later, as a blessing of additional business. What a profound difference!
"The customer is always right" rule has had some rough going in recent years. "We've got to educate our customers" is a repeated statement at sales meetings and in some marketing strategies I've heard and seen recently. "Consultative selling" is usually fine. On the other hand, a professorial attitude can be obnoxious to a client or prospect.
My experience was acute enough for me to learn this lesson permanently: When a customer needs your help, thank him first and then figure out the best way to get the work done and grow the relationship!
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© 2012 Created by Bob Herdlein.
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