It’s no accident that these are the people we turn to when whenever a decision needs to be made. The skill of being decisive creates respect and trust, and one of the core qualities that employers look for when hiring or promoting. It is also key component of being perceived as competent – which tells customers and colleagues that they can trust you.
You probably know at least one or two Power-Ups in your work. They’re easy to spot when you know what you’re looking for. When one of these remarkable individuals show up in our customer service training or leadership development courses, you can literally feel the energy level rise in the whole group. They have the same effect in their workplace.
The ability to break through the talking and actually get things done is the hallmark of all highly successful people.
One of the reasons that this experiment works so quickly and the results are so dramatic is that good listeners are in incredibly short supply. The reality is that most people prefer talking – and most of us aren’t nearly as good at listening as we think we are.
Outward focus is our guide to staying on the tightrope. When your customer is the focus of your thoughts, actions and words, creating outstanding customer experiences becomes easier. But it’s not easy.
An outward focus, defined simply, is placing the needs of other people at a higher priority than our own. The classic example is the story of Sir Walter Raleigh
Before you condemn a customer, colleague or boss for not explaining something well or of not paying close enough attention to your instructions, ask yourself these six things:
Want to be more effective and efficient in your communications and your work relationships? Try picking up the phone. You’ll be surprised at the difference it will make.
“How do you create customer loyalty?” It’s a question I’m frequently asked. It’s a great question, the answer to which is most often ignored when organizations are developing their business strategy.
It’s a valuable exercise to occasionally turn our focus a little more inward. The truth is, many of the challenges we have with other people can have origins right in our own little brains.
Here are five questions you should ask yourself from time to time:
