Article:

A New Years Resolution You Must Keep!

By Anne M. Obarski

Mom always said you attract more with honey than you do with vinegar and that “visual” is so true when it comes to management skills. We are just about to end another year and the holiday season seems to bring out the best in even the “Scroogiest” bosses, customers and clients. Unfortunately, in a few weeks those smiles and compliments will turn to frowns, demands and demeaning comments. So much for ho-ho-ho.

I just read recently that the numbers of employee “wellness” programs have been increasing and that many companies have realized that if their employees are physically and mentally “in shape” they will be more productive and satisfied at work.

As common as being cheerful and well-intentioned during the holidays is the tradition of making New Year’s resolutions. However, many people have decided not to even try making them as they are not motivated to make even the smallest changes needed to improve their lives.

I recently traveled to Trinidad to do retail training. I can’t tell you how many times I heard the expression “get real”! Those two little words got me thinking about what is really important in life and in business and I think that it boils down to “getting real”.

Here’s what I think “real” means:

R:  Real relationship builder:
I believe good business is built on developing “real relationships”. So often I feel that business people are being nice to me because they have an underlying motive. They don’t care about me personally, they care about who I know, my purchasing ability or how I can further their business. Businesses that survive do not do so on what they can “take” but what they can “give” first. Maybe next year when you think about acknowledging your business relationships for the holidays, it should be at Thanksgiving. By being truly thankful for the relationships you have developed with your customers and clients will help you on your journey to being more “real”. 

E:  Real Encourager:
When business is doing really well it is easy to be an encourager. When business has its challenges, it becomes harder to positively encourage and easier to focus blame. When business is floundering, encouragement is sometimes traded for threats and negative reinforcement. Not only is that behavior non-productive it also has negative affects on the relationships you may have been trying to build. Being a “real encourager” takes patience and practice as well as genuineness. Even in the bad times there are certain areas that management can be an encourager about.

During the business journey, it is important to be a “real” encourager.

A:  Real Attitude:
Once in a while my Mom used to say, “Do as I say, not as I do”. Do you remember your parents saying that? Usually it was because they weren’t perfect and they were hoping that in some way, they could get us to be a little closer to being perfect. I wonder how many times a manager tells an employee to treat a customer or client with respect and in the same breath they rant and rave about what the customer expects them to have or to do. “Get real”! Just like with kids, parents set the example. If the manager is to set the standard then the standard should be a positive attitude no matter what. I think having and showing a “real” attitude is a journey as well. Having a positive, encouraging, relationship-building attitude makes the journey a little shorter.

L:  Real Listener:
In order to be a “real” listener you must focus your attention. We are great at multitasking and many times that affects how we “hear” things. How many times have you taken a phone call, been clearing email and eating a snack at your desk all at the same time? How many times have you “missed” important information because you were doing too many things at the time that information was given? How many times have you been embarrassed to ask a person to repeat what they have just said because you will feel it will make you look like you weren’t listening? Ouch, did I hit a nerve? How many times have you been to a function and introduced to someone and two seconds later you can’t remember their name? I think that has happened all too often to most of us, mostly because we weren’t focused on “real” listening.

If you want to be a real listener; be more focused. When you start talking to someone, focus hard enough that you know the color of their eyes. Refrain from thinking about the next thing you are going to say after they stop talking. Instead, use the media interview trick of forming your next question based on the last idea or comment they just made. You’ll be surprised at how focused your listening will be.

When we have to keep asking questions to gain clarity about the conversation we are showing a lack of respect to the person we are listening to.

Being a “real” listener is a skill that we need to practice every day of our lives. Are you just giving “ear” service or are you willing to work harder on really “listening” as you are on this life long journey.

I remember the children’s story, “The Velveteen Rabbit”, by Margery Williams and the premise of what it meant to be “real”. " Generally, by the time you are Real, most of your hair has been loved off, and your eyes drop out and you get loose in your joints and very shabby". The story has many lessons but my "take-a-way" is that it is important to put other's needs in front of your own and always be there for the people you love the most. I think a business becomes "real" when the customers wouldn't think of doing business anywhere else. There is a warm relationship built on encouragement and a nurturing attitude of the employees and owners of the company. They work hard to anticipate their customer's needs and are willing to do whatever it takes to fulfill those needs. Yes your business might not look and smell as new as the day you opened and your employees may look a little different, but that is all in the process of becoming a real business!

I have a woman I do business with who has not been in the US very long. She recently said, "It is easy to do everything special with a new customer, it is when you have had the customer for a long time that you still find ways of making them feel special"!

Wow, she really gets it! Now that is being real!

 

Anne M. Obarski is "The Customer Service Spy!"   As a professional speaker and trainer, Anne will work with your company to provide you with the clues to keep your customers coming back.  Anne presents keynotes, break-out sessions and customized training, nationwide, in the area of customer service.  You'll want her two new books, "Surprising Secrets of Mystery Shoppers" and "Real World Customer Service Strategies That Work". For a limited time get her free, "10 Big Secrets to Giving Mystery Shopper Feedback and Get the Changes You Want", by faxing 636-922-2696 on your letterhead and write the words, BIG SECRETS.  For more info go to: www.merchandiseconcepts.com or email Anne at anne@merchandiseconcepts.com.

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