"No matter what business you're in, everyone needs
to know why."
- Frances Hesselbein, President, The Drucker Foundation.
Recommended
book of the week:
1001
Ways to Reward Employees - Bob Nelson,
published by Workman Publishing New York
This
week's "moment of truth".
Look
customers in the eye.
In
metaphysical circles, the eye is regarded as the
window of the soul. To truly connect with another
human being is only possible through direct eye
contact. This is obviously not always possible when
people are apart or when using various forms of
electronic communications technology, however when
people are together, direct eye contact greatly
enhances the effectiveness of personal communication.
As
with the shaking of hands, there are cultural differences
when it comes to looking others in the eye. In some
cultures, it is a form of disrespect, particularly
in strongly hierarchical societies where respect
for elders and authority figures is paramount. In
other societies children are taught from a very
early age to avoid direct eye contact with strangers
as it is regarded as an intrusion of another's privacy.
In
Western culture, we use phrases such as "he wouldn't
look me in the eye" to suggest that someone is not
telling the truth or has something to hide. Whilst
this in many instances may be true, the number one
reason why people don't look you in the eye is because
of low self esteem or low self worth. Put simply,
a lot of people are very shy. So be careful not
to jump to conclusions without considering where
people 'are coming from'.
The
key to maximising communication is to place a soft
focus on the other person's face and to avoid penetrating
stares that can be perceived as intimidation, particularly
if you are in sales. Looking away from time to time
can also be effective when dealing with shy people.
Avoiding
eye contact creates other negative messages. The
arrogance and ignorance of some people are clearly
on display when they mechanically extend a hand
when being introduced to you, yet their eyes have
already moved on to the next person in the group
or they are looking around the room to see who else
may be present.
When
shaking someone's hand, it is important that your
eyes stay connected with theirs for at least the
duration of the handshake.
A
warning for men. As women rightfully occupy more
and more senior positions in corporate life, your
future business opportunities will be diminished
if, when meeting or being introduced to a woman,
your eyes wander off in the direction of her breasts.
And this is not just a business decision; women
deserve the courtesy and respect of men at all times.
So
never underestimate the power of looking your customers
in the eye, as it is one of the most powerful body
language skills to be mastered. Eye contact also
enables you to 'listen' to their feelings as well
as their words. It lets customers know how much
you care, how interested you are in solving their
problems.
Until
next week, stay true to yourself and your customers,
and remember that great service happens in the moment,
moment by moment.
