"What Goes On Behind The Curtain"
By Ralph Moore (c)2003
Have you ever wondered what goes on "behind the curtain"?
Man, I know I have!
I'm talking about the things that "make people tick".
The ideas, dreams, fears, desires and passions that go
through the minds of people we see every day, are often
a mystery to us at any given moment in time.
And this is especially true of our friends, distant family
members and some customers that we only see now and then.
I believe it is more important now, than ever before, that
we do our best to communicate with people whenever we have
the chance.
Here's why.
In just a few short years, we have come to rely on the
power and the convenience that computers and technology
have brought us.
Unfortunately, the side-effect of all of this new "stuff"
has been to reduce the face-to-face interaction that we
used to have.
The world of business is changing at an ever increasing
pace, and the results are both good and "not so good".
Consider the impact that the fax machine has had on how
we get things done. Instead of having to meet in person
to sign papers, now we just "fax it in". Of course the
fax machine has been a tremendous time-saver, but it's
not the same as a handshake, is it?
And now we are using email, web sites, online databases,
audio and video conferencing and other powerful ways to
"get together".
While all of these business tools can save time and money,
a lot is lost along the way. It's just not the same as being
in the room with the person that we are "talking to".
An email, web site and fax are what we call "flat" mediums
of communication. We do not get to see the smile or frown,
hear the subtle inflections and tonal qualities of voice,
or "pick up on" the body language that often offers added
insight into the meaning of the message.
When we use these ways to communicate with people that we
see infrequently, there is a chance that we could be
misunderstood or leave someone with the impression that
we might have a "hidden agenda".
On the other hand, when someone is in the same room with
you, chances are you will have the opportunity to stop,
look, listen and pay attention to the details. In doing
so, you can get to know them better.
If a customer who walks through your door is in a bad mood,
are they just having a bad day, or was there a recent loss
of a job or even a death in their family?
Sometimes asking a question or showing concern is enough
to open the gates to a better understanding of the person.
So how can we use our technology without losing touch with
our customers?
One of the keys is to make an extra effort to stay in touch
more frequently. You can send an email just to say hello
or send a message or "special report" in an effort to help
your customer solve a problem.
Be careful with this, though. Overuse can seem to anyone to
be intrusive, even in an email.
Another way to get closer to your customers is to become an
"open book".
If you are wondering what is going on "behind the curtain"
in their lives, then chances are they have questions about
you as well.
By letting others know more about yourself, you are saying
to them that underneath it all we are really a lot more
alike than we are different. And who knows? You just might
gain another close friend.
"The world is so full of care and sorrow that it is a
gracious debt we owe to one another to discover the bright
crystals of delight hidden in somber circumstances and
irksome tasks." --Helen Keller
Make an extra effort to be closer to your customers by
staying in touch more often. Not only will you improve
your business, but you might just discover even greater
rewards when you look "behind the curtain".
Ralph Moore, Editor - Eagle Flyer Newsletter - Get
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