Being empathetic in business with both your teammates and your customers is the third powerful Personalization Principle.
Showing empathy is a powerful principle in every moment of every day. Being empathetic when a colleague or a customer is having an issue or a challenge is critically important.
I see companies and individuals make the same mistake repeatedly when trying to recover with a customer service issue. They usually make the customer jump through hoops or they try to move to a recovery solution before making the customer feel listened to, heard and most importantly, to understand what it is that they truly desire.
Being empathetic is not treating the other person how you want to be treated! The golden rule is outdated! Demonstrating empathy is the ability to understand and create the type of experience that your customer desires.
Believe me, demonstrating empathy requires different approaches from customer to customer. Even the same customer may have different wants, desires and expectations from one moment or one day to the next. To create positively differentiated customer experiences, the type that create fast, fun and hassle free interactions, empathy plays an important and integral role.
So, do you have the ability to understand and share the feelings of another human being? Sure you do! However, are you?
In your daily actions if you are not being empathetic with every customer and colleague, then I have lots of empathy for you.
Click here to download a printable version of the graphic above: Empathy 7PP
The best organizations engage their talent day to day, moment to moment, at every touch point.
Here are a few ways you can use a engagement and recognition program to engage your talent:
- Peer to Peer recognition
- Spot Cards
- Point Manager
- Budget Manager
- Birthday Awards
- Service Anniversary
Click here to download the image above: Ways to Engageread more
Last week I shared the first of the seven personalization principles, authenticity. Remember, each of the seven principles needs to be applied with equal excellence. They work in synchronicity and harmony together.
The second principle is developing and maintaining a positive hospitable attitude.
Personalization Principle #2: Hospitality
Got attitude? Everyone’s got an attitude. Everyone gives an attitude. The question is — is your attitude hospitable or inhospitable? More importantly, how do you know?
If you think about it, creating a hospitable and positive attitude is not only important in business, but in the rest of your personal life as well. Remember, a positive attitude is almost always a precursor to sustainable success.
Don’t hedge your bets. Take the daily action that is required to develop your attitude. Having an attitude of being a servant is an investment that will produce returns forever. Developing a positive attitude and a hospitable mindset isn’t something you are going to get from your fairy godmother and it isn’t something that you are going to be able to distill from reading a book or hearing a speech.
I promise you, if you work at it each and every day, you will be amazed when you look back at how powerful the cumulative affect of that positive incremental change is.
Creating a hospitable environment with your positive attitude is important regardless of the type of organization you are in or what type of role you play. Remember that your positive and hospitable attitude is a precursor to your success!
Click here to download the image above: Hospitalityread more