When someone buys your product or service, no one can argue
that it is a transaction. But what if you stopped calling it that, and called
it an “interaction” instead? It’s still a transaction that is taking place, but
when you look at it as a human interaction that also happens to BE a
transaction, different things can happen.
What, you ask? Well, first, you are leveling the playing
field that you and your customer are on. You come to the table with human
needs, just like they do. And when you approach it that way, the entire situation
becomes more genuine, and everyone is more likely to benefit from the
interaction.
I don’t want to ruffle any feathers of the “business first”
adopters. You’re not necessarily putting
the business aspect of the transaction on the backburner. If anything, you are
putting your business first by recognizing the benefits of this approach. If
we, as those in the business of taking care of customers, guests, and clients, see
ourselves as the starting point in a kinder, more empathetic world, then that’s
exactly what we can become. This is NOT an overly idealistic concept. In fact,
it’s quite simple. That’s why it has so much potential. Look at every
transaction as another opportunity to connect with another human being, on a
human level, and you win. The customer wins, and we are one step closer to changing
how we look at, and treat each other. You win, because you have yet another customer
who does business with you because you make them feel relevant, safe, and
fulfilled.
That, my friends is the utter backbone of the “Dealing With
Humans” program. Instead of viewing yourself, or your business, as an
inconsequential moment in your customer’s life, look at it as another moment
that they can take away as a positive reminder of the human condition. Every
time you face another guest, those moments can either be viewed as a mundane slice
of time, or another chance to remind another human being of their importance
and belonging.
This doesn’t mean I am asking you to try and change someone’s
life next time they do business with you. Just be cognizant of opportunity when
it presents itself. Opportunity to make that transaction a truly meaningful
human interaction, as well. Soon, it will become second nature, especially if you
are an empath, like myself. It can be accomplished by asking that “extra”
question. Or by finding, or creating an opportunity to connect with the
customer with some extra attention or energy. It can be as easy sending a smile
that says “You are safe and welcome” the moment you make eye contact. If
someone has chosen to do business with you, making them feel good about that
decision in any way you can tells them that they matter. So, next time you are
face to face, or even on the phone with a client or customer, view it as
opportunity. An opportunity to share human empathy with someone, who just like
yourself, needs that more than ever.
Stay Human.
