Hopefully you all had a Fabulous Fourth of July! I went and saw the Beach Boys with my cousin. What memories that brought back. It continually amazes me how songs actually trigger moods, emotions and memories in your brain. I think that is why each generation loves songs from their past–it triggers the good memories and makes us feel more youthful.
The brain is fascinating with what it triggers and holds on to. If you are a leader or in sales you want to really take note of this as it can easily cause you to lose a lifelong customer and as a leader it can throw a good employee in to an unproductive slump.
This week’s ezine is about how to get back to the bigger perspective so you can emotionally see a sale/deal through the other parties eyes. It isn’t easy to do as our brain really holds on tight to moods and emotions.
I recently had two disappointing customer experiences.
1. The first one was with Mastercuts. I have a colorist there I just love (yes unfortunately God decided to add gray to my hair and I am rebelling.) My colorist was gone when I stopped in and bought some product there. I returned 15 minutes later having tried the spray product and showed it didn’t work. They said I could exchange it for another product. Well I had just bought huge size products last time I was in so I am set in my products for a while. I explained that and asked if I could just exchange it for a gift card I could use on my next child’s hair cut or my color. The manager said, “No we will only let you exchange product.” So for $18 the leader (manager) was willing to lose a $1500 a year client for her hairdresser. Not great leadership and not thoughtful of the employee. And really is the company’s intent to limit a leader’s decision-making so they can’t balance a situation with a thoughtful solution? Does it align with their corporate core values?
2. The second situation came up today when I went to Elements for a massage. They advertised a 60 minute massage which is what I signed up for. Now I tell you I love massages and I had some huge tension in my shoulders that needed to be removed. I was asked to be there 15 minutes early to fill out paperwork which I did and then I was ushered in to my room to change for the massage by my massage person. Once I was done with the paperwork they introduced me to my massage person and had her bring me back to a room to get my massage.
Well I got ready and then waited and waited and waited and she didn’t come in. I started thinking perhaps there was a button I was to push to say I was ready. Finally right at 10 am she came back in. Now the massage person was good. I was shocked to see that when she said your massage is up and left the room the clock showed it was only 10:50 am.
She told me their 60 minute massage is only “50 minutes hands on.” I have never had any massage place do that before. If they are 50 minutes that is what they say on their brochures. This place told me “Oh all massage places say 60 but only give you 50 minutes.” Not true. I have done massages for over 10 years and not once have I run in to this. Seems the truthful thing to do is say 50 minute massage. I was contemplating getting a massage for both my Mom and me twice a month. To them that means a $500 a month client just walked out the door having a feeling of bait and switch.
I share all of this because as a leader you always have to make sure that what you say and do is interpreted correctly. Your customer is your employees and how you treat them is how they will treat your external customers. Make sure your policies, practices and words build trust with those around you while giving your employees latitude to make wise decisions that align with your corporate core values.
Oh, and if you want to hear more, we would love you to join us for one of our 2015 Managing Your Strategic Message Sessions.
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Outcome Thinking® Solution
How to save an account or relationship
by Anne Warfield
SITUATION: We are in jeopardy of losing a key account. The client is feeling that we have not made progress yet we really have. The project was delayed due to internal problems the client has, not us. On top of that they have changed project leads. They are now questioning whether to continue with us or not. How do I save this account?
OTHER PERSON’S PERSPECTIVE: In the client’s mind the project is not as far along as they would like it to be so they are assuming that you, as the expert, are not doing a good job managing it. Their loyalty is to their company and its processes not yours. They want the project done right, done on time and done within budget. They don’t want excuses, just facts and solutions.
THINKING IT THROUGH WITH OUTCOME THINKING®: The worst thing you can do is to come in with a defensive attitude trying to justify what you did or didn’t do and why the delay is their fault and not yours. That will just lead them to push away from you.
Instead you have to come with them from their side of the equation, acknowledging the struggles and the goal together.
HOW TO BEST HANDLE/PHRASE USING OUTCOME THINKING®: “John, I am excited that you called this meeting. You have shared that both you and Bill are frustrated that the project is not further than it is and I would imagine that even has you wondering what has been done and if we are the right company to drive it through for you. I, too am anxious to get this further along and share with your frustration that it hasn’t moved faster.
I thought this would be a perfect time for us to look together at what delayed it, brainstorm solutions and put together a strategic action plan that we both feel comfortable with. Does that sound like a good plan?”
Notice how I never got defensive, pointed fingers or placed blame. I also did not react as though I am threatened by the meeting but instead demonstrated that I was even excited about the meeting.
Deal of the Month!
Outcome Thinking®: Getting Results Without the Boxing Gloves
If you have ever wanted to say the right thing at the right time, then this book is for you. Anne shares why traditional communication doesn’t work and shows you how to shatter paradigms so you connect better with others.
You will learn three easy principles so when you speak people want to listen to you. Soft cover or Audio Book.
Click here to register for the “Successful Communication, Brain Style Analysis” Virtual Training, a 90 minute training session with a personalized Outcome Thinking® Communication Assessment included, that you can now watch anytime that is convenient for you.
Quoteable Quotes
“The mind is everything; what you think you become” – Buddha
How to Make a Tough Decision More Easily
As a leader you are constantly being asked to make tough decisions. The following are typical themes I hear when leaders are having to make a tough decision- “I am not sure how Mary will feel about it,” “Tom might take it the wrong way,” “Jim’s a great guy but I am not sure he can lead this group.”
“When delivering my message I played more off of interaction…
…than leading the audience down the Roadmap and providing the solutions up front before attending Managing Your Message. Now that I’ve learned Outcome Thinking® I feel more comfortable presenting on a professional agenda and I feel like I can communicate and appear less aggressive. I would highly recommend bringing Outcome Thinking® in to your company. I think it packages the messages we try so hard to prepare and deliver much more eloquent and allows leach individual to be themselves. ”
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