by Gayle Lantz
What are you doing to truly understand the people you serve?
In my work, I often find that organizations aren’t clear about their real needs. They know they want change or improvement, but they address the wrong problem.
- They blame team dynamics, but there’s actually a leadership issue.
- They want to improve sales training when the real issue is poor customer service.
- They see employee communication as the problem because employees aren’t responding, but there’s no buy in among employees.
- An employee is labeled a poor performer when the real problem is the reporting structure.
Slow Down
With the fast pace of business, it’s easy to jump to quick conclusions about what the issues seem to be.
To get to the heart of matters that are most important to your market, dig deeper.
Spend more time uncovering the real issues that people care about now. Ask better questions. Probe. Don’t make assumptions.
It doesn’t matter what field or industry you’re in, digging deeper can pay off. In some cases, relationships are at stake. In others, it’s more than relationships, it’s people’s lives.
My family recently consulted with a variety of doctors to find the best care for a family member who is ill. The complexity of his medical conditions is overwhelming.
One doctor simply blamed “the disease.” “That’s just what you’re going to have to deal with.” He was quick to make assumptions. At our prompting, he reluctantly ordered further scans which revealed immediate life threatening conditions. With egg on his face, the doctor apologetically shared the alarming news with us.
We have since found a doctor who digs deeper. The relationship with the initial doctor is lost, but we hope we have saved a life.
Whatever industry or field you’re in, you can do more to determine exactly what the issue is. Your clients, customers or patients will appreciate it. Good journalists, coaches, consultants have mastered the art of good digging. So can leaders.
Whether you’re an aerospace engineer testing a failed rocket component, a financial planner assessing a client’s portfolio, or a manager trying to motivate your team, understand what’s really going on with the people involved in the processes.
Why dig deeper?
- Better solutions. You can find or create better solutions by avoiding quick judgments, being more thorough and honing in on the most important issues.
- Better relationships. Relationships with people who truly understand your needs and goals are enduring rather than fleeting. Ultimately good digging helps build solid relationships.
- More opportunities. The deeper you dig, the more likely you may uncover additional needs you can serve…more opportunities to deliver.
- Increased value. You set your business apart by creating value as opposed to being perceived as a commodity. Don’t impose what you offer. Talk about goals and objectives. People will appreciate the quality of dialogue you have with them, the extra effort to customize your project, product or service to fit their needs.
This week, challenge yourself or your team to identify ways in which you can dig deeper to connect with the people you serve. As a result, stronger relationships will take root to help your business grow.
PS: In case you missed it, my free special report is still available to you as a WorkMatters Tips subscriber. It's called Bull Bytes: 12 Bull-by-the-Horn Strategies to Boost Your Business.
You can download the report right now by using this link:
https://workmatters.com/bullbytes.pdf
On the Lighter Side
When you’re in a hole, stop digging.~ Denis Healey
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