Category Archives: #thursdaythoughts
Why do people and organizations ask as a reflexive action “Well, who else does this?” when they hear about a product or service for the first time.
It’s because they want to leverage someone else’s courage, and more often the case their other’s money, so they don’t take on unknown risk.
But many people don’t generally think that … someone had to be the first mover.
While First-Movers and Early-Adopters don’t always succeed because of their willingness to blaze a trail, they do something most other companies don’t do – they show courage to test new waters, adopt new technology, or forego industry norms to differentiate.
So many times companies, especially established ones, play defense by asking “who else does this?” instead of playing offense in bucking a trend and disrupting the marketplace.
You’ll never go anywhere waiting for others to go before you.
Worst case scenario – it doesn’t work and you go back to the core.
Best case scenario – you grow your market share, increase sales, and/or be noted as a pioneer in your industry.
If it sounds good to consider, don’t continue to ask. Just go for it.
The overwhelming majority of places I see – retail, banks, gas stations and so on – have left me noticing a trend that the customer is no longer the focus.
There is a big box retailer that I visited in 2 different locations that gave me the worst service ever – both times. One customer even pointed out that I was waiting on the other side of the counter and the employee said “Yeah, I’m not worried about him.” In both of these visits there was no acknowledgement of my presence.
I see this often when patrons are at counters waiting to pay for gas or ring up their selections. Employees – and managers!! – instead of acknowledging the customer will finish their conversation on policy, work issues, or personal discussions and the customer stands there waiting to be noticed and grows frustrated by the moment.
I have seen this so often that it makes me worried about the trend in business that customers are a nuisance rather than a purpose.
Yet I remain optimistic that the space to give just a little acknowledgement to a customer will so set that company up for repeat business that I know those companies who stay customer-centric will win in the end.
Are customer acknowledged in your company consistently and promptly? It makes all the difference in the world to them. Nothing else matters.
Have you every had to reiterate an email, voice mail, or even a text in order to convey what you stated in the original message?
It seems that more and more people do not take time to read or understand what we send them.
Which means we have to spend more time going over the message again.
And to make matters worse, we may tend to quote what we wrote before, which makes us sound petty or angry. Or feeling like a jerk.
It seems people don’t read emails past 1st line much anymore. Just like they don’t go through a Google search past the first page (if they scroll down the first search page).
If we each took time to understand the message and the context of what we receive, we could save so much wasted time, and avoid extra frustration.
Take time for context. Read to understand.
Careful reading – and thinking – about what was communicated to us will help break down those communication barriers we complain about.