Business trainer giving presentation to group of people
We’ve been working on training to help people implement tactical ways to demonstrate a “People First” or relationship-driven mindset. It started out as something to meet a need for a retail client and has turned into a professional development topic for an entirely different industry.
In a world where every business is trying to figure out a way to distinguish themselves and create a competitive advantage, treating people like people is a good a place as any to start.
To do this, the critical piece is to identify and meet needs.
To create an environment where this can be done:
Make eye contact.
Smile. Making eye contact and smiling at someone invites them to engage with you. This is step one in opening the door to identify and meet a need.
Open-ended questions. Ask questions that don’t solicit a natural “yes” or “no” response. For example, not “Can I help you?” but “What can I help you with today?”
Let people take ownership. In the case of a retail business, one of the distinguishing advantages to buying in a brick and mortar store instead of online is that a person can see and touch the actual product. Let people take ownership of the product. Give it to them and let them hold it (but only if you know it meets their need, not to force it on them). In a situation where there isn’t a product to take ownership of, let people take ownership of their experience so they can guide and mold the experience to meet their need.
Learn and say/repeat name. We aren’t naturally very good at remembering people’s names because when we meet people for the first time and ask them their name, we are subconsciously thinking about the next thing we want to say, not focusing on remembering their name. Being conscious of listening to and recalling someone’s name can be a game changer because most people don’t do it. When you address a person during your second interaction with them by using their name, they remember it because it is often novel for that to occur. They are more likely, then, to engage with you to express their need(s).
Break the rules. There are policies everywhere you turn. When you break the rules to be able to meet a need, people remember it. As long as you aren’t putting more people at a disadvantage (see number seven below) by breaking the rule for one, break the rule if it meets someone’s need.
Stand your ground with respect. Sometimes putting people first means politely but forcefully correcting bad behavior. This could include “firing” some customers, employees, etc. When we cater to the vocal and negative minority, we aren’t putting people first. We’re being a coward.