Great Customer Experience is something that a lot of companies aspire to, but not a lot of companies achieve. And, as we know, it is the people within the company that create the experience for their customers, so you have a direct impact on the success of your company.
There is a subtle difference between Customer Service and Customer Experience, but it is an important one. In this episode, we look at the difference and look at a recent experience I had with a company. I called Customer Service to get a piece of equipment returned, but it was the Customer Experience that left an impression with me.
One of the most important ways you can influence others is by building rapport with them. And, the way you build rapport is to understand the lens that they see the world through. The more you know about how people approach their world, the better able you are to reach them.
And, this starts with understanding your own lens. One of the ways you can do this is to understand your personality traits. There are several personality traits assessments available – all of them have their own approach, but all of them have value in helping you understand the differences between people.
In this episode, we dive into one of the oldest personality trait assessments, the Myers Briggs Type Indicator.
One of the most important skills you can develop is your ability to influence people. And, influencing people is tricky, because your natural tendency is to think that it is within your control. But, that isn’t the case. The decisions they make about you are theirs, not yours.
For example, if I say that I own a Prius, what conclusions do you draw about me?
You might think that I’m a tree hugging hippie and that I must be bleeping vegetarian.
Or, you might think that I’m an environmental activist, living in a way that minimizes my impact on the environment, living the ideals that we should all strive for.
But, in either case, that is your conclusion, not mine. You have no idea why I drive a Prius. You don’t know anything about what motivated me to make that decision.
So, when you and I interact, how you see me – as a tree hugging hippie or as an environmental champion will impact the interaction.
This episode examines the filters that we bring to our interactions with others and how we can understand them in order to improve our relationships.
Influencing others is one of the most important thing you’ll need to do over the course of your career. When you need to convince others to buy-in to your idea, you’re going to need to influence them in a way that they are receptive to. You’ll need to tailor the way you present your idea to each person in a manner that they are likely to hear it.
I’m not suggesting you lie about anything. I’m suggesting that, everyone has different personality traits that drive their preferences. Some people are task oriented and others people oriented. Some people are analytical, and others go with their instincts. Your job is to understand their preferences and tailor your message to those preferences. You are providing the same information, just in a format that the other person is more likely to accept.
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