From RealSource... Glenn's Blog

Perspective.

We all have one.  Most successful people have many. 

You hear people describe this in other ways, such as vision, understanding, success, and leader. But watch these successful people interact with others, listen to what they say and who they say it to, find how they can see problems from more than one direction.

If you want to find the best professionals to help you, find the ones that understand perspectives.  

They operate differently because they work with the understanding that everyone else has a different perspective.  They also tend to operate with the understanding that everyone else believes their individual perspective is "right."

If you want to be the best professional, learn to understand perspectives as part of your skill set. 

Once you understand these concepts and how they effect how we all interact, you can communicate better because you can now communicate in a manner that fits the other party's perspective.  This is central to getting others to at least consider what is presented, offered, sold, purchased or provided.

For instance, if you saw each of these on a billboard for a Realtor and could only call one of them for help, which would you select?

Example 1:  Best Team In Town, 25 Years of Experience, We Believe in Service

Example 2:  House Not Selling?  We Solved this Problem for 16 Clients Last Month

Example 1 is what most people create and what most people see and, to be honest, ignore.  That one is "All about the Realtor" but not about the customers.  Me, Me, Me, Me, Me.  You see this type of advertisement for other professions to, including plumbers, contractors, roofers, veterinarians, auto repair, landscapers and even advertising agencies.

Example 2 is about the potential customer's perspective and creates a perspective of a third-party, the other customers.  It talks to the concern the customer may have and a possible solution they would like for themselves. It does not say Me, Me, Me, Me.  In fact, it does not even say "How" or "Why" this Realtor is successful.  And that is why people will call.  They will want to know the secret to the success OTHER customers are having with this Realtor.

Here is an easy exercise for you. 

1. Get a magazine from your industry that is distributed to the market of potential customers. 

2. IMPORTANT: Think of yourself as a customer, not a professional in your industry.  "BE" the customer.

3. Go through the magazine and look for the advertisements you feel are really only about the people that bought the ad (not as much about the customer) and count the ones you would REALLY LIKE to do business with now based ONLY on the ad (as if you don't know this company at all).  

4. Now go through the magazine again and count the advertisements that you feel are more about the customer and count the ones you would REALLY LIKE to do business with now based ONLY on the ad (not your knowledge of the company).

Which group did the best convincing the customer (you) to consider calling?  Which ads said the same things over and over (and did you believe them)?  Which ads look most like yours?  Is that good or bad?

There are so many other exercises like this we do when working on business communication. I encourage you to find exercises or workshops to improve this skill.  And keep in mind that not everyone will open themselves up enough to accept that their perspective is not the best.  That's okay. Success is not mandatory.

Seeing and having empathy for other perspectives, whether you agree or not, can be very hard.  And even harder if emotions are involved.  But you can be better at it with practice.  And if you understand that your perspective may not always be right (so stop pushing it on others or defending yours "to the death"), you will be in a position to communicate better for everyone's sake!

And if you think this is not important or not something you can do (or would want to do), you are probably right.  After all, your perspective is yours, not mine!

Two questions for you...

#1 - How often do you hear business professionals blast the media for the gloom-and-doom newsand criticize how the media is killing markets, such as real estate, auto, and stocks?

#2 - How often did you hear these same professionals give media praise and all the credit for helping fuel the prior boom in business?

I have long suggested that everyone, business professionals and consumers, should remember that the news headlines and even many stories are not really about the news story... it is about using news as a medium to attract attention. There is a difference.  A big difference.

I also suggest that if you blame the media and economy as the reason your business deals are failing, does that mean the media and economy are the main reason you had prior success?   What about your skills and experience as a business professional?   Do they only work in "the good times?"   Do you adapt, learn, adjust?  Or just complain that the bad times are not your fault and act powerless?

Does the economy and public perception effect consumer behavior?  Absolutely!   But they do not control all business. 

There are deals and sales being made every day.  The economy has slowed... not stopped.  The smart business people adapt, adjust and expect the economic cycles.  They are painful at times but completely normal.

You and I cannot change basic economics and the normal cycles.  But we can work professionally within these cycles. 

I contend that professionals should be professionals in any economy.  But not everyone embraces this.  I considered this last Fall when I wrote Scare Clients Away!  Whine About the Market (and show you are Not the Professional You Claim to Be)!  I still believe this to be very true.

For those that are upset at the media, I submit that the media is doing what they have always done... they use headlines and bits of news to attract attention.  Most media is not about the news, it is about the attention.  And if you often complain about it, it shows the media is doing their job... you paid attention.

What is interesting is that the same approach by the media was actively used by professionals as "proof" during the boom for customers to buy and spend.  Not many complaints about the media then, were there?

If you want to complain about the media now, keep this in mind...  The media didn't change.  You did.

Tell me I'm wrong. 

So yesterday I'm having lunch at a local chain restaurant, one of the fast-casuals as they call them (order at the counter, they bring the food to your table, they bus the tables).

And Remarkable Service Broke Out!

And by remarkable, I mean I literally "remarked" about it while still there.

A girl from the counter comes over and asks if I'd like a refill of my tea.  It was in a clear plastic cup and we could both see it was about half gone but not empty.   I looked at my cup and said, "Sure" figuring I don't really yet but maybe I won't have to worry about waiting on a refill later when it is empty.

The girl gets a big, big sincere smile.  She pumps her arm by her side with her hand in a fist (like Tiger Woods making a long, long put) and enthusiastcally says, "YES!"

She takes the cup and off she goes.  When she returns, I smile and said, "I have to admit, I've never seen anyone that excited about getting a refill before."

She smiled and said that they were having a contest and the manager would buy lunch for the one that had the most refills. The manager heard our discussion and came over smiling .  I asked if they did this often and was it something she did or was it a corporate idea.

The manager, who was probably only 19 or 20 years old, said that she often did these types of games to keep things fun.  She had worked at another location where that manager did these things and they always had fun.  We chatted more and she talked about how she loved working for this company and how she loved coming to work each day.  She talked about work more excitedly than her college life.  (Do you and your colleagues love going to work each day?)

When I asked, she admitted she did have employees she had to "let go" because they did not have good attitudes and work ethics.  They were not as productive and they were not really good to have around customers.  It was clear that despite being young, she understood her role as a leader was not just "bossing" but team building and responsibility for the customer experience.

So, did I feel like the service was not sincere because it was part of a game?  No way.  The service was sincere, polite, smiling and very responsive. 

Isn't that what we all want... and strive to provide our clients?

The game was just a way to keep service in the minds of the staff, a way to keep routine efforts fun and the work environment rewarding and upbeat.  Sounds like a great plan to me!

What I really appreciated was seeing a work environment where leadership realized that fun and service can boost each other.  And I think customers appreciate and return to an environment where they get great service from people that seem toenjoy their job (particularly when so many places the service staff sound and act like forced labor).

Are you having fun at work, even with the little routine tasks?  Are you doing it while providing great service? 

If not, you may think you are a skilled, service-dependent professional but you may not be qualified to work at a local chain restaurant near me.

Time is very valuable.  The government cannot issue you "bailout" time when we run short.   One way to have more time is to get to "No!" faster.

Huh?  You don't want to hear "No!"  

I admit, most of us grew up with the word "no" as a negative.  "No, don't touch that," "No entry," "No I don't want to go out with you," "No, you didn't make the team."

However, if you can overcome what I call the "No Stereotype" I believe you can be more efficient and generally happier too!  

Okay, consider a few instances of "why" and when we want to hear "No."

* It is clear the deal is not going to happen, no matter what efforts you make.  The faster the "No", the sooner you can move on to more productive things.  (And if the deal is not good for most or all parties, the longer it stretches out the greater the risk of reputation damage to each party!)

* Your pre-sale phone calls and emails go unreturned over several weeks.  Has this become a wild goose chase with an uncooperative goose?   Was the goose even really interested to begin with or did we just selectively hope so?

* "No" is not necessarily permanent, just a closure point on the current efforts.  If done right, a respectful and clear "no" will leave the door open for possible future business.  Being a pest may permanently kill all future opportunity.

* "No" shows you understand boundaries.  A respectful, courteous "no" may earn you respect that bad or very open endings will not.

* Since "No" is only personal if we accept it as personal, choosing to accept "No" simply as a milestone in your work (or life) does not have to be unpleasant. Disappointing sometimes, a relief other times but closure most of the time!  Now that's not a bad thing, is it?

Now, a few ways on "How" to get to a "No!" (appropriately of course):

* Give permission.  "This is the best deal I can offer. I hope you will consider it. You are also welcome to tell me 'No.'"  This takes the pressure off and can even make the other party more candid and open.   Maybe they say "No."  Okay, move on.  Maybe instead of "no" they ask a new question or raise a new concern.  Great!  A chance to take a positive step.  

By granting permission, you are not pushing too hard (and no one likes to be pushed).

* Give permission... Part 2.  "I see your view point on this and I hope you see mine.  However, it seems clear that we are both in a position where pursuing this further will not lead to the mutual success we both need.  You are welcome to tell me I'm wrong."   They will likely agree and you all move on OR offer a reason to continue moving forward.  Either option is great!

* Give your own "No."  If your once hot lead won't answer calls or emails, send them a letter (emails are too easy to ignore or delete) that says you've tried several times to follow-up and you don't want to be a pest.  You welcome an opportunity to discuss the project but since you have not received a response you will consider the current opportunity over.  If they do find interest again, you hope they will contact you.  In other words, be a professional, not a stray puppy.

* Give your own "No"... Part 2.  You are sure you have no interest in a proposal, project or offer.  Be an adult.  Politely tell the other party a clear "No."   They may argue, want to debate, or try to string you along and "wear you down."   In response, you may want to say nice things that really are not true just to avoid saying the word no (or to avoid the debate).  Things like, "Well, send me a proposal and we'll look it over, " or, "I have not  had time to read your letter.  I'll call you back if we are interested."  Now sometimes these are true... but don't say them to avoid a "No." 

Now, I hear many professionals say all the cliches about "No" that honestly I'm not that sold on.  These include:

• A "no" is the next step to a "yes.
• Each "No" gets me one step closer to "yes!"
• "No" just means we have to try harder.

There are plent of others too.  There is some truth in them.  But I think most of these are just designed to motivate those that are uncomfortable with the concept of "no" and use these as a cushion.  I submit that accepting the appropriate value of "no" is healthier and more efficient.

And I want to be clear, I am in no way suggesting you push "No" as an answer when it is not appropriate.  Learning to communicate better with others will help you get a feel of when to seek out a "no" and when to avoid it.   And you will mess up a few times, but hey, you'll do that anyway on other approaches that may waste far more time. 

Do you have a story of a happy "no" for all concerned?  Love to hear it!

The FBI has uncovered a massive loan fraud scheme reaching 40 states and possibly 800,000 homeowners that may cause readers of this story to not consider that today is April 1. This situation can happen each year at this time, despite the fact this is indeed an annual event on everyone's calendar. 

This, of course, is all meant in the spirit of fun. But this is also a very IMPORTANT BUSINESS lesson for how we approach our business, our clients and the public when processing and discussing the daily news... please realize that the story behind each headline may not be what the headline suggests. 

Naturally, this post is an exaggeration of this concept but that does not mean this concept does not happen commonly in the media.

Headlines are about grabbing attention, not sharing the details or even the facts.  So always be careful about treating headlines as "the" news.  And have a great day!