Put Yourself In Their Shoes
How does it feel to do business with you? What does it feel like to be your customer? What is it like to wait on hold for one of your customer service representatives? What does it feel like to have staff ignore you while they carry on personal conversations? What does it feel like to get excuses when trying to get a resolution to a problem? Last week on a Mojo One-To-One call, the head of a national organisation said he was going to spend a few days with members of his sales team, working the phones, and talking to customers. He said he wanted to remember what it felt like to be a customer of his business. I thought this was a profound question that company leaders should ask. So many leaders get caught up in to-do lists, meetings, emails, and the hustle of business, that they forget what it is like to be the customer or client. Put yourself in the shoes of your customer and see how well you are doing. Be honest. The insights will come only when you are authentic and do not sugarcoat what is going on. Celebrate the good, and fix the not so good. © GB
Every business has to think about the future role of robotics, artificial intelligence, and machine learning. You can now add bartender to the list of professions in danger of redundancy. The Nino Robotic Bartender runs a bionic bar, complete with 170 different bottles that it can use to create nearly any drink imaginable. Naturally, you can place an order from an app which provides drink recommendations. Many leaders are oblivious to these types of changes that are about to sweep through their industry like a giant wave. Will you be on the front of the wave of disruption or paddling to keep up while others ride at the front of the wave? It’s time to look out the back and see what’s coming. Don’t leave it to the last minute or you will be left in the rip.
Where You At?
Say you are working with someone to find out where they are in life. You ask on a scale of one to ten, where are you? Think about this cool approach. Once they give you their number, ask why didn’t they score themselves lower? By doing this, it invites people to review what is positive, what is good, and what is going well. It’s a way to start your conversation on a positive note and in a way help them express gratitude. From there you may work on what could be done to improve their score. Make it accessible and believable by suggesting an incremental improvement of one point. This is a technique shared by this week's The Mojo Radio Show guest, Michael Bungay Stanier. Michael is a coaching and training expert, and from my own experience over the last few weeks, I can testify to the power of his technique. © GB