The human social animal is a bio-chemical, mechanical machine set apart from the general animal kingdom through the ability to communicate through a vocabulary of words. Words, vocalized thoughts expressing ideas and emotions, words of faith, words of support, words of anger and each in its kind a “trigger” both for the sender and the receiver. The wordswe use trigger biological responses of joy, sadness, anger, feelings of signifiance or insignificance leading to internal reactions that can either be positive or devastating to the human ego. Take a minute and consider: What word are used in your business?
It isn’t what you say, its how you say it.
1. An NLP presupposition goes like this: “The value of your communication is the response you get!” Example: “Hi, Guys, my name is _________ and I am going to take care of you.” I am afraid my reaction is immediate. I came to enjoy the food and service and don’t need a babysitter or my diapers changed! There are better, more professional introductions that result in higher gratuity and better service.
2. Have you had a disagreement with your bank recently? It would seem the bank is so large and has so many customers they don’t care whether you remain a customer or not. The attitude on the phone, the voice, temper, tone and vocabulary are one of solicitude and patronizing, which is just not helpful for you the customer or the business, but banks don’t care ! Personally I deal with a bank that does care and is careful in their interaction with clients… there are a few smaller banks out there that “get it’.