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Powerpoints )
Motivate Customers - Motivate Your Team - Motivate Yourself February 2006
In this issue
  • One Way to Deal with a Difficult Employee
  • The Truth about Really Great Customer Service
  • Want to earn some money as an Affiliate?

    • Hi Alan,

    The theme of this month’s Powerpoints is – Acknowledgement; something that’s very important to us humans.
    I was reminded of this when watching the UK edition of Celebrity Big Brother on TV. There are similar programs running in other parts of the world – it’s kind of hard to miss.
    The “celebrities” who agree to be locked up in the Big Brother house for three weeks, with cameras recording their every move, must have a massive need for acknowledgement.
    We all have that need, be it great or small and understanding it can help us when we need to motivate other people be they customers or colleagues.

    Have a fabulous February
    Best wishes
    Alan


    Alan Fairweather "The Motivation Doctor"

     

    		 One Way to Deal with a Difficult Employee
    Are you frustrated by that “difficult” employee who never seems to do things quite right and takes up so much of your time and attention? It’s very easy to fall into the trap of condemning that person as a no- hoper or a problem child. But have you ever considered why they might be behaving badly?
    It could be that they have a massive need for acknowledgement.

    Acknowledgement is about recognition or attention from another person. It can be physical such as - a pat on the back, a touch or a handshake. It can also be psychological such as – a word of praise, a compliment, even a “hello!” It can even just be time spent with the person. Physical and psychological attentions are absolutely vital to human beings. We all need it and we need it every day.
    However, it must be said that every human being has a different level of need for acknowledgement. Some people need a lot, others less so.

    The need for acknowledgement is something that’s programmed into us. Babies and children have a huge need for physical acknowledgement. You can see that demonstrated by the way they reach out for you, how they want to be held and cuddled. Research has shown that infants who are denied this physical acknowledgement can suffer both in their physical and emotional growth.

    A human’s need for acknowledgement is so strong that they’ll sometimes behave badly to get that acknowledgement. I’m sure you’re aware of children who behave badly in school just to get attention - well, adults do it too. That person in your team, who gives you all sorts of problems which are often difficult to understand, may just be seeking acknowledgement.

    Here’s one way to deal with a “difficult” employee. Try concentrating on what they do well and tell them about it. Spend less time with and even ignore them when they behave badly. It’s not uncommon for managers to invest 90 per cent of their energy responding to negative performance and only 10 per cent strengthening positive performance. If you “reward” good behaviour - you’ll get more of it. If you “reward” bad behaviour – you’ll get more of it.
    Believe me; once you start to apply this, you’ll make your life much easier, have less stress and more productive employees.

     

    		 The Truth about Really Great Customer Service
    When was the last time you had really great customer service? Perhaps it was when you bought something in a store, checked in at a hotel or the airport or even made an enquiry over the phone.
    When I ask this question of participants on my seminars, people respond with all sorts of great customer service stories. They say things like – “The lady I dealt with was really warm and friendly” or “The guy in the store made me feel really important” or “They always remember my name when I go back to that shop.”
    What all these comments have in common is that – they’re all Human Level responses.

    We tend to base our judgement of great customer service on how we’re treated as humans. Very rarely do I hear – “The goods were delivered on time” or “They replaced my faulty items without a quibble.”
    We tend take these Business Level responses as a given.
    It’s the Human Level responses that influence us in terms of whether we’ll use the service again and/or recommend it to others.

    When dealing with other people be they Internal or External customers, it’s important to open the conversation on a Human Level before doing the business; then say something during the interaction that is not about the business at hand. Then, when the business is complete, close the conversation on a Human Level. This is even more important when dealing with a customer who is upset.
    It’s just as important to deal with our Internal customers on a Human Level before discussing business. Start thinking about making your emails a bit more Human.

    People nowadays will tell you that there’s no time for Human Level responses and customers, both Internal and External, want you to cut straight to the business.
    However a short Human Level response can speed up the business and make your life so much easier.

    So there you have it; human beings have a massive need for acknowledgement. We want to know that other people care about us, that we’re important and we’re accepted. If we satisfy that need in others by communicating on a Human Level as well as a Business Level, then all our interactions will be much more productive.

     

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