Shocking Customer Service and Your Leadership Style!
$1.6 trillion. This is the estimated cost of customers switching due to poor service.
Having had two weeks of travel to Australia and around the UK, I have had plenty of chances to experience ‘customer service’. And some of it has been shocking!
As I went from flight to flight, taxi and restaurant, I observed a clear pattern. Those who delivered great customer service did so based on one core approach, which those who lacked in service clearly ignored.
They didn’t make it about themselves.
Instead, they put their ideas, thoughts, moans, attitudes and needs aside and focused totally on the other person, and making them happy. The result – specialness.
Making people feel special disarms them and opens up realness! Our walls seem to come down and the real us shines through.
People often say to me that they feel really connected to me, that I stand out, what is this?
When I meet you, whether for a meeting, a 1:1, a workshop or in day to day life. I put myself to one side and focus totally on you.
At work, this approach builds strong relationships by making people feel happy.
When the focus is on others rather than yourself, you do a number of things naturally:
- You ask the questions.
So the other person feels valued and can talk about themselves and where they work. You are appreciating them and their presence.
- You become genuine.
Your sincerity shows that you care. Your gates open and so their guards come down, and you show that you’re interested. This connects you both. You step into the moment together.
Perfecting customer experience, according to research by McKinsey, can grow business revenue by 5 – 10% and cost 15 – 20% less, over a span of 3 years.
It’s also good for us! Psychology Today quotes research from a US study (The Neurobiology of Giving Versus Receiving Support: The Role of Stress-Related and Social Reward-Related Neural Activity) in which fMRI neuroimaging tests were used to explore how specific brain areas were affected by giving versus receiving social support. The research found that giving ultimately had greater brain benefits than receiving – that our brains are wired to feel rewarded more for magnanimity and selflessness than for meanness and selfishness.
In this moment, when it is all about them, specialness through these two points is experienced.
Our tips to make it about others at work and in life:
- Practice giving people your full attention and remain focused in their conversation and not yours.
- Remember that where you work is actually a group of human beings that service others in some way – all wanting to do their best.
- As a leader or manager – connect regularly with your team, and show your human side; admit mistakes and show vulnerability.
- Choose to be positive, good, kind and caring every single day.
- Smile, enjoy what you are doing, and do it in a way that reflects the very best of what you are good at, and truly reflects you at heart.
- Consider: what is my personal impact on others? What am I radiating to others?
Create a personal mantra for your way of being, and then express it to make others feel special.