The WHO is the one who you are engaged in or doing business with at the time that you are. Considering that no two people are like and their experiences all different, we all have much in common making it easy for us (mankind) to relate to each other. But do we connect? Take notice? Really know the other person?
EXAMPLE
The other day I had a chance to visit several doctor offices over a period of time. I watched each operation with fresh eyes as I entered into their worlds to do business. There are two very distinct and powerful dynamics going on as you approach and then engage these places
BODY FAILURE
The first one, is the reason why you are visiting. Health-care is an important matter and for some a matter of life and death. To many, it is and can be stressful to approach the subject for fear of finding out something that they would rather not know but must. Body failure is not a popular subject
VULNERABLE
The other dynamic are the people who work in these places and how they conduct themselves. To the visitor, these people are the portals, the gate keepers of health and information and they must be interacted with. The visitors are vulnerable and exposed to the ones manning these stations
STRUCTURED PROCEDURE
I noticed the help was more in a production mindset, one of which is to handle the many people and their reasons for the visit with the systems so they can process you. What is behind it all is routine, legal compliance, insurance compliance & the mission of the business itself. Think formal & sobering
ROUTINE?
What stood out for me was how some who work in these environments were worn down, reserved, putting forth minimum effort, choosing the path of least resistance and employing the scarcest of contact while carrying out their functions and routines. The visitor has a different mindset than this
THEIR WORLD
For one thing, between the phone ringing constantly, the fax machine going off, the constant interruptions, the directing and instructing people and peers, one doesn't have too much free time or as I would put it quality time to do anything more. This is their day and you the visitor are in it
THIS APPROACH?
I noticed the contrast of what I do for a living which is Real Estate and what they do and I could not take their stance and be successful. Nor could anyone in the restaurant business of which I spent several years. WHY? Because the business at hand is more about people literally not processing them
PEOPLE FIRST
In order for me to do business, I must make people the focus, the primary and the center of the business matter and then whatever it takes after wards. Emotions drive the buying, selling (and eating) and one has to enter into that realm to start-up or conduct the matters at hand. What people want come first
When I meet up with a client, my focus is on them first and then whatever pops up. Here is some random dynamics at work that have to kick in but in its due time and with an inviting measure:
1. What are they thinking?
2. What do they want?
3. How can I help them?
4. Can we connect on a mission together
5. The cost to do business
IT IS INTIMATE
In certain businesses, it is required to get to know each other quickly and under whatever conditions exist favorable or not. While we do function and provide services, it is wise to look up and give eye contact and concern to those that visit with us. We are servicing people in a transactional mode
RECALL?
Courtesy, respect, gratitude and being professional we all know. But something else is afoot. You see after the contact or the function for the visit, procedure or transaction is accomplished, we will pass it into memory and what do people remember the most and is endearing to them always? The people involved, what was said, how it was done and who did it and what
PEOPLE REMEMBER PEOPLE
We remember teachers not the teaching book, the person running the candy store then the candy, the life lessons learned with the people involved (pleasant or not), the dining experience that didn't go well but made well by the server/manager, the car, clothes or personal item purchase & the point person (s)
WHO?....YOU!
The WHO (people) of it all is the core, the reason, purpose and value all brought together by people interaction. Remember this as you give & take while traveling here and there. We are in each others lives for the short time we are here. Make it memorable & invest in the WHO
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