It’s great to work with a company that really gets it

Just spent a great afternoon with a client that really gets it. They understand that people are human, not machines. They are genuinely looking to make it work for their employees, their clients and their management. It’s a tall order. Few companies ever manage to meet the needs of all three. Usually one party at least suffers. So how do to delight all three? Simple, remember they are all human. They all have human needs. They will behave as humans and as such this behaviour is predictable; good or bad. Appropriate or not. But the biggest thing is to appreciate people and remember that different personality types need to be appreciated in different ways. To go out of your way to find a way of expressing appreciation, is a very smart and decent thing to do. It promises huge...

What’s your companies personality?

All companies have a personality. And just like the people we meet; some of them we like and some of them we don’t. For instance, I really dislike the power / utility companies. If they were people they would be referred to as “eeejits” (a Scottish word). It doesn’t matter what they do, cause everything they do upsets me, annoys me and makes me want to scream. The exception is Scottish Gas maintenance team. They quietly delight me every time I have to deal with them. Their call centre people that phone occationally don’t really help things but the team in the field, the ones that actually turn up and do a great job, are just brill. They are “Good Guys”. What you have to ask yourself is “is your company an Eejit or a Good Guy?” The amazing thing is that you have a choice. Why anyone would choose to be an Eejit is beyond me but many of them do, particularly the utility companies. How do you avoid coming across as an eejit? Simple, don’t act like one. Don’t do anything to customers or prospects that you don’t like done to yourself. Don’t phone them uninvited to talk rubbish when they are having their dinner. Instead , knock some money off their next bill – that will earn you delight and make you a “Good Guy”. Don’t talk rubbish and confuse the issues. Talk straight. Be truthful. Your company has a personality just like you and me. It starts from deep inside and comes to the surface. It’s not something you can cover up with a bit...