Maybe you can’t solve all your problems right now. Distribution jammed, resources scarce, staff resigning, delivery uncertain, customer satisfaction at its lowest level. What you CAN do though is COMMUNICATE to an exceptional level.
When things go wrong – it’s not the mistake or the error that has to be the deciding factor… we are all human, we all make mistakes, and we all know other people make mistakes too…But poor communication or lack of communication can really tip us over the edge. Human beings often hate poor communication more than they hate mistakes. As babies and infants, we are not wired to notice distribution chain errors or product challenges – we are wired to notice good and bad communication. We are wired to notice when someone is taking care of us, paying close attention to us and is truly focussed on our needs. We are wired for connection. In your business, whatever deals you are trying to make or keep – it is communication skills and human connection that are the real deal-breaker.
Your business cannot always find the solution to the problem, but it can always focus on excellent communication, leadership and relationship building. Even when a service is disappointing, or when we face uncertainty, loss, change or a crisis, if the communication is good, you can turn that experience around and actually bring some meaning, joy and human connection to your employees and customers’ lives.
I’ve had a number of customer service moments over the last few weeks. Some good some bad. I’ve cancelled a delivery service but had a complete turn-around with a company I had a product issue with.
I really liked my grocery delivery service – they were far more convenient than going to the shops. On the other hand, I wasn’t hopeful about my complaint call to the company about the faulty product – which started with me, not in the best of moods. So why did I cancel the delivery service and yet feel totally different about the company that sold me a faulty product? Simple. The way they communicated. The way they interacted with me. The way they made me feel. As our dear 4D friend and colleague Anthony Etherton would say – it’s not rocket science, is it??! It’s good, clear and above all INTENTIONAL communication.
Take a moment now and think of a time you got annoyed with a company that you have dealt with – not because they made a mistake, but because their communication was poor.
And now think of a time when a company you were using made a mistake but because of the great communication and relationship management – you not only stayed with them but were grateful and appreciated their care, attention and impact on you.
Notice how you feel when you think of those very different experiences. This is the ripple effect on you and your business. Right into people’s lives, experiences and memories.
And 4D is here to help – with courses, coaching, keynotes, plus our new 4D OnDemand digital platform – – we are here to help you, your leaders and your people become expert communicators who can inspire, motivate, energise and turn even the most challenging situations into golden opportunities. Stay tuned for some tips and best practices coming in the next article!
Love the 4D Team