Keheningan Anda Memekakkan telinga: Cara Membuat MAGIC INSTAN Dengan Beberapa Kata Sederhana

Izinkan saya membawa Anda dalam perjalanan singkat yang menunjukkan mengapa komunikasi sangat penting jika Anda ingin melibatkan dan mempertahankan pelanggan dan karyawan yang loyal.

Saya di bandara, berdiri dalam antrean, menunggu giliran saya untuk memesan secangkir kopi yang sangat dibutuhkan pada pukul 6:10 pagi. Saya berjalan ke meja dan menyambut kasir dengan ceria, “Selamat pagi!”

Tidak ada.

Berpikir dia tidak mendengarku, aku mengulangi, “Selamat pagi.”

Tatapan darinya adalah sapaan kembalinya saya, sementara dia benar-benar menjepit bibirnya untuk menunjukkan kepada saya bahwa dia tidak akan mengucapkan sepatah kata pun. Oke, jadi dia jelas mendengarku ; dia hanya tidak ingin berbicara dengan saya.

Setelah menyelesaikan pembelian saya, saya tidak dapat menahan diri dan berkomentar, “Anda tahu, sangat tidak sopan untuk sengaja menolak berbicara dengan seseorang ketika mereka berbicara dengan Anda.”

Manajer sengaja mendengar komentar saya, meminta masalah apa dan meminta maaf kepada kasir begitu saya menjelaskan apa yang terjadi. (Berkedip maju satu minggu: kasir yang sama ada di sana, berperilaku dengan cara yang sama untuk setiap pelanggan dalam antrean, jadi saya membeli kopi pagi saya dari vendor yang berbeda hari itu, meskipun saya lebih suka kopi vendor pertama. Kunjungan, saya perhatikan bahwa dia tidak lagi di sana … sangat lega … dan aku kembali ke penjual kopi favoritku.)

Saya tahu, beberapa dari Anda memutar mata Anda dan berkata, “Bagaimana Anda bisa menjadi ceria di pagi hari?!” Poin yang diambil, tetapi jika Anda salah satu dari orang-orang yang tidak ingin menjadi ceria dan menyapa orang di pagi hari, maka ini bukan posisi untuk Anda.

Intinya adalah bahwa satu atau dua kata sederhana akan menciptakan MAGIC INSTAN untuk semua orang yang berurusan dengannya. Salam “Selamat pagi” atau “Apa yang bisa saya bantu?” (pada kenyataannya, hampir semua kata) akan menghilangkan kesan kasar dan sikap tidak peduli yang membuat pelanggan dan rekan kerja sama.

Bukan hanya “orang lain” yang harus mengikuti praktik ini. Kita harus melakukannya sendiri dalam kehidupan kita sehari-hari. Sebagai contoh, saya baru-baru ini berdiri di depan konter swalayan dan mesin minuman (lagi di bandara) ketika saya menumpahkan kopi di mantel saya. Sementara aku meraba-raba membawa tas, makanan, dan serbet basah, mencoba mengeluarkan kopi sebelum noda, aku bisa merasakan sesama pengelana menjadi sedikit tidak sabar denganku karena menghalangi daerah itu.

Aku berbalik dan berkata, “Maaf, aku baru saja menumpahkan kopi di mantelku.” SIHIR INSTAN! Rekan-rekan sepelatihan saya beralih dari sedikit kesal (dan menjadi lebih karena kesunyian saya berlanjut) menjadi langsung mengerti dan sangat membantu! Satu menawarkan WetNap dia dalam tasnya, sementara yang lain menawarkan cangkir air, mengatakan akan lebih mudah bagi saya untuk menggunakan (dan dia bersedia untuk ketidaknyamanan dirinya untuk kembali ke meja dan meminta secangkir baru) .

WOW! Hanya beberapa kata penjelasan yang diperlukan bagi orang-orang untuk beralih dari yang kesal ke yang langsung berbelas kasih dan membantu.

Konsep yang sama berlaku di tempat kerja ketika berhadapan dengan anggota tim dan koleksi kami. Beberapa kata sederhana untuk menunjukkan bahwa kita peduli terhadap orang lain sebagai manusia, daripada karyawan yang hanya bekerja untuk kita, melakukan keajaiban untuk sikap dan kemauan mereka untuk bekerja lebih keras untuk pelanggan, untuk satu sama lain dan untuk kita.

Pertimbangkan skenario anggota staf klub golf yang dikumpulkan tidak jauh dari kantor Manajer, merencanakan tugas pagi mereka. Di kantor, Manajer dan dua pemimpin lainnya hanya terlibat dalam perencanaan hari mereka. Ketika pertemuan para pemimpin berakhir, ketiganya keluar dari kantor dan berjalan melewati anggota staf – tanpa sepatah kata sambutan – seolah-olah mereka bahkan tidak ada!

Anggota staf merasa tidak dihargai dan diremehkan oleh pemimpin mereka sendiri. Betapa sulitnya bagi para pemimpin itu untuk menciptakan INSTAN MAGIC dengan mengakui mereka dengan “Selamat pagi” atau “Terima kasih telah hadir di sini tepat waktu – kami memiliki hari yang sibuk hari ini” atau “Senang melihat Anda!”? Dan seberapa mengilhami anggota staf ini untuk dengan ramah menyapa dan berinteraksi dengan pelanggan di siang hari, daripada memperlakukan mereka seolah-olah mereka hanyalah bagian dari pemandangan yang harus mereka lewati dalam perjalanan untuk melakukan tugas mereka?

Dalam satu kasus terakhir, Manajer Fasilitas yang sangat dicintai dengan banyak lokasi yang tersebar di fasilitasnya tidak memiliki masalah untuk melibatkan pekerjaannya dan membuat mereka pergi ke tembok untuknya – bahkan generasi Millenial yang sulit dilakukan oleh banyak Generasi Baby Boom dan Gen Xers. Tetapi manajer Baby Boomer ini berbicara kepada mereka dan mengunjungi mereka (bahkan ketika dia tidak membutuhkan apa pun dari mereka) hanya untuk menyapa dan melihat apakah mereka membutuhkan sesuatu darinya.

Perubahan yang bagus, bukan? Alih-alih meminta sesuatu dari mereka, dia bertanya apakah dia bisa melakukan apa saja untuk mereka! Karena dia peduli dengan mereka (dan menunjukkannya), mereka peduli dengan pekerjaan mereka (dan menunjukkannya) karena itu adalah salah satu cara untuk menunjukkan seberapa besar mereka memedulikannya sebagai imbalan.

Ketika manajer itu pensiun, ia melatih penggantinya, memberi tahu manajer baru itu betapa hebatnya sekelompok orang yang ia miliki, dan menawarkan nasihat terbaiknya: sesekali mengunjungi lokasi yang berbeda, berbicara dengan mereka, mengenal mereka, biarkan mereka mengenal Anda.

Sekitar setahun kemudian, dia mendengar dari manajer baru, yang mengeluh dengan getir tentang bagaimana dia tidak bisa membuat orang-orang melakukan apa pun tanpa berulang kali bertanya, dan bahkan kadang-kadang mengancam, karena mereka tidak melakukan pekerjaan mereka.

Apa? Ini tidak terdengar seperti timnya, jadi dia bertanya kepada orang-orang (banyak dari apa yang masih berhubungan dengannya) apa yang sedang terjadi. Mereka mengatakan kepadanya bahwa mereka tidak pernah melihat atau mendengar dari manajer baru kecuali dia membutuhkan sesuatu dari mereka. Dia tidak repot-repot mencoba berbicara dengan mereka atau mengenal mereka sama sekali. Bahkan, kata-kata persis mereka adalah:

“Jika dia tidak peduli dengan kita, mengapa kita harus peduli padanya?”

LEDAKAN! Tim yang sama, tugas yang sama … hasil yang berbeda. Tragisnya adalah bahwa manajer baru ini bisa menciptakan INSTAN MAGIC dengan anggota timnya jika dia baru saja meluangkan waktu untuk sesekali mengunjungi dan mengatakan beberapa patah kata kepada mereka sebagai orang pertama, dan karyawan kedua. Sebaliknya, kesunyiannya memekakkan telinga karena mengirim pesan bahwa dia bahkan tidak akan repot-repot berbicara dengan mereka kecuali dia membutuhkan sesuatu dari mereka.

Kisah-kisah di atas adalah pelajaran yang luar biasa karena, sementara kita semua memahami bahwa para pemimpin tidak bisa menjadi “teman terbaik” dengan anggota tim mereka, kita sering lupa bahwa ada perbedaan besar antara persahabatan dan persahabatan . Persahabatan melibatkan melakukan sesuatu dengan dan untuk satu sama lain, bahkan di luar pekerjaan, dan dapat dianggap sebagai menumbuhkan favoritisme di dalam tempat kerja. Tetapi persahabatan hanya melibatkan menjadi manusia dan peduli terhadap orang lain, terlepas dari posisi, status, atau hubungan mereka dengan kita di luar tempat kerja. Ketika kita ramah, kemanusiaan kita menghilangkan kesan acuh tak acuh dan tidak hormat di dalam tempat kerja.

Ingat, setiap manusia di planet ini ingin dihargai, dihargai, dan didengarkan … dengan kata lain, dihormati.

Perlu diingat bahwa cara di mana karyawan melakukan pekerjaan mereka tidak hanya mencerminkan etos kerja mereka tapi sikap pemimpin mereka, peduli dan menghormati mereka.

Beberapa kata sederhana ucapan, pengakuan, atau penjelasan biasanya hanya diperlukan untuk membuat MAGIC INSTAN yang menghentikan dialog internal, satu arah (sering negatif), yang terjadi di kepala seseorang dan mengubahnya menjadi positif, dua arah , percakapan itu termasuk Anda.

Pelajaran besar di sini?

  1. Pelanggan akan keluar dari jalan mereka untuk menghindari vendor favorit mereka jika mereka tidak ingin berurusan dengan anggota tim yang kasar atau tidak komunikatif di garis depan. (Hal yang sama berlaku untuk anggota tim, yang akan menolak untuk menawarkan ide dan saran yang bermanfaat untuk menghindari berurusan dengan bahkan satu rekan kerja atau pemimpin yang agresif, pasif dan agresif.)
  2. Sangat penting untuk menempatkan orang yang tepat di posisi yang tepat untuk memanfaatkan kemampuan terbaik mereka dan melayani semua orang di tingkat tertinggi.
  3. Pelatihan yang tepat sangat penting jika Anda ingin semua orang mewakili Anda dan merek Anda secara tepat. Tetapkan harapan di depan dan tawarkan umpan balik secara teratur (tidak hanya setahun sekali pada waktu penilaian kinerja) untuk memberi tahu mereka bagaimana kinerja mereka.
  4. Jika Anda tidak “menjalankan pembicaraan Anda” dan menjadi panutan positif dengan menjaga jalur komunikasi Anda tetap terbuka, orang tidak akan tahu Anda adalah manusia dan peduli tentang mereka sebagai sesama manusia, dan mereka akan berhenti memedulikan Anda sebagai gantinya.

Dengan mengingat pelajaran ini tidak hanya akan memungkinkan Anda untuk membuat MAGIC INSTAN untuk semua orang yang Anda temui, tetapi itu akan menginspirasi dan menunjukkan kepada mereka cara untuk melakukan hal yang sama untuk semua orang yang mereka temui, yang memiliki kekuatan untuk mengubah arah bisnis kami, kami kehidupan pribadi dan seluruh dunia, beberapa kata atau frasa “manusia” yang saling menghormati pada suatu waktu.

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