Many businesses I know talk about listening to their clients. They invest in technology, procedures, and training. As client conversations unfold, most of the time, things work. However, when they do not, there are often missing elements. I look for businesses who are direct, factual, and less gratuitously patronizing. They are leading indicators to every situation’s outcome.
One story unfolded this way; “you say to the man in the suit, ‘Sit here, sir; this is the best seat in the house!’ and either ignore the street person or say, ‘Better sit here in the back row’” (James 2.3). I often ask the obvious, “how do I get on the ‘A’ list?”
Imagine a world where businesses as well as you and I treated everyone as equals. The story which unfolded with care and kindness would include the following.
One would be direct. Individuals would be recognized as individuals. Our unconscious starting point would have three characteristics. Questions would be respectfully addressed. Courtesies would be extended without regard to how they were received. An openness and benefit of the doubt would be at the core of our listening and response which followed.
One could be compassionately factual. Being compassionate does not mean that one is not factual however it does shape the how in delivering the message. There is an underlying thread which many businesses, often echoed in my actions as well, often lose sight of. Honesty and facts are powerful foundations to trust. Even when they are not good news, when delivered with compassion, confidence in the conversation often follows.
One would treat others as they would like to be treated. No smoke, no fake words, genuine heart words in a dialogue does more to create hope than any flattery, phony promises, and fake forms of appreciation could ever deliver. In your life and mine, there are reminders of disappointment and failing to deliver. Hope is created or lost in the way we look at the future. Honesty from someone who treats us as a valued member of the family is a deep well of hope.
