Question: What do the weather and how old you are have in common?
Answer: You have no control over either.
Question: What are some things you can control?
Answer: Every winning service behavior you’re about to read. If you apply these behaviors with passion and consistency, your business results will unequivocally improve, and swiftly.
- Make a great first impression: It sounds academic, but start paying attention to how people greet you. Do they smile at you? Do they convey warmth and enthusiasm? Do they ask questions and show interest in you? “ABC” in sales means “Always be closing.” Bunk! Try “ABO”: “Always be opening.” This is what sets the tone for profitable relationships.
- Winning behaviors: Smile, give a firm, friendly handshake, and make direct and pleasant eye contact. Motivational pioneer Earl Nightingale said, “Treat every person you meet like he or she is the most important person on earth, because to that person they are.” Right on, Earl.
- Winning behaviors: Smile, give a firm, friendly handshake, and make direct and pleasant eye contact. Motivational pioneer Earl Nightingale said, “Treat every person you meet like he or she is the most important person on earth, because to that person they are.” Right on, Earl.
- Be a name-learning machine: When I ask seminar participants, “How are you at remembering peoples’ names: (a) fantastic, (b) not so hot, or (c) embarrassingly bad?,” I’m still amazed that more than 90% check off “b” or “c.” Fact: Names mean money in business. They create a comfortable atmosphere and make people feel great. Oh, and they give you a competitive advantage.
- Winning behaviors: Ask people’s names. When you forget someone’s name immediately (which we all do), ask again. Then create associations like “Donna from Detroit” or “Stan the man.” Write names down. Use them while speaking to people. Most of all, practice the name game everywhere. You’ll get in great name shape.
- Winning behaviors: Ask people’s names. When you forget someone’s name immediately (which we all do), ask again. Then create associations like “Donna from Detroit” or “Stan the man.” Write names down. Use them while speaking to people. Most of all, practice the name game everywhere. You’ll get in great name shape.
- Be a fantastic listener: Most people are lousy listeners. Sound negative? Sorry, but it’s true. Try to think of three exceptional listeners; I’ll bet it will take a while. Yet listening is at the top of the list of qualities that make up great leaders, salespeople, coaches, teachers, and business owners.
- Winning behaviors: Ask open-ended questions. Practice silence. Do not interrupt or finish peoples’ sentences. Show nonverbal attentiveness. Paraphrase what others say to show respect and gain accurate understanding. Show emotional support and empathy by trying to understand others’ perspectives. Most of all, be fully engaged. Excellent listening is not just smart business; it says a lot about your character.
- Winning behaviors: Ask open-ended questions. Practice silence. Do not interrupt or finish peoples’ sentences. Show nonverbal attentiveness. Paraphrase what others say to show respect and gain accurate understanding. Show emotional support and empathy by trying to understand others’ perspectives. Most of all, be fully engaged. Excellent listening is not just smart business; it says a lot about your character.
- Create common ground: This is when you and others can relate to each other because of a shared interest or experience. When people have things in common, seeds of trust are planted, friendliness and comfort are accelerated, and all of this opens the floodgates for many business opportunities.
- Winning behaviors: Get great at asking questions that lead to sharing information, like “So, John, where are you from originally?,” “Did you do anything fun last weekend?,” and “Anything exciting you’re looking forward to?.” By learning about people beyond the workplace, you discover a whole world that they are passionate about, much of which you can relate to or use to make a link. Make these questions habits, and you’ll soon be standing tall on common ground.
- Winning behaviors: Get great at asking questions that lead to sharing information, like “So, John, where are you from originally?,” “Did you do anything fun last weekend?,” and “Anything exciting you’re looking forward to?.” By learning about people beyond the workplace, you discover a whole world that they are passionate about, much of which you can relate to or use to make a link. Make these questions habits, and you’ll soon be standing tall on common ground.
- Constantly show appreciation: The godfather of psychology, William James, said, “The deepest principle in human nature is the craving to be appreciated.” We all love to be recognized. It feeds our spirits and souls. It motivates us to perform better and show loyalty to those who give us kudos.
- Winning behaviors: Send thank-you cards every week. Fact: If you don’t send handwritten thank-you notes to customers or clients who give you business (regularly!), you are losing money. Taking time to show gratitude is about class on a personal level, and it creates a bonding that shows concern on a professional level. Whether you show appreciation by pen, by phone, or in person, make it a habit. People like to do business with people they like.
- Winning behaviors: Send thank-you cards every week. Fact: If you don’t send handwritten thank-you notes to customers or clients who give you business (regularly!), you are losing money. Taking time to show gratitude is about class on a personal level, and it creates a bonding that shows concern on a professional level. Whether you show appreciation by pen, by phone, or in person, make it a habit. People like to do business with people they like.
- Apologize and Admit Fault: Every long-term relationship is challenged by times of conflict and tension. Yet the identifying marker of how such relationships progress depends on how both parties respond to that adversity.
- Winning behaviors: Be willing to say “I’m sorry that I spoke to you like that” or “Team, before we start this meeting, I need to admit fault over how I handled a client situation.” Remember: your best relationships are not built. They are rebuilt.
- Winning behaviors: Be willing to say “I’m sorry that I spoke to you like that” or “Team, before we start this meeting, I need to admit fault over how I handled a client situation.” Remember: your best relationships are not built. They are rebuilt.
- Be positively contagious: Why is it that you can be wide awake, but when you see someone yawn, you yawn? Just writing “yawn” right now makes me want to yawn. You’re probably yawning too; stop it. Human actions are contagious, so why not be positively contagious? This attracts coworkers and builds morale; it connects with clients and builds business.
- Winning behaviors: Use positive words, choose to look for the best in others, walk with confidence, speak with genuine passion, and treat people with dignity.
Realistically, one never knows, but perhaps she should have remembered the following: “People do not judge you by what you think or feel, only by what you say and do.”
Your behaviors are what count most. Play to win.
About the Author
Joe Takash, founder of Victory Consulting, is a keynote speaker and business consultant who specializes in management, leadership, and communications. He helps clients like American Express, Prudential, and General Motors build morale, results, and profits through relationships. A syndicated columnist, Takash has been featured in Entrepreneur, Selling Power, and Crain’s New York, as well as on MSNBC.com. His forthcoming book from Wiley, Results Through Relationships, will be out in 2008. Visit www.joetakash.com or call 888-918-3999 for more information.
