Have you seen the recent commercial where the young man working in West Africa comes home for the holidays and gives his little sister a gift? She puts the gift ribbon on her brother and says, “You’re my present this year!”
It feels good to get presents! As boy I wanted Christmas presents like a Red Ryder BB rifle—even though I might have shot my eye out. Now as a man, I value the presence of my family over any presents they might give me–and they’ve never shot an eye out. Except for Uncle Jim, but that was long time ago.
Anyway, whether it’s loved ones at the holidays, customers at your business, municipal judges or even roommates, people like presence. They come to your FEC because having fun in the presence of loved ones is one of the most meaningful experiences humans have. It feels good to get presence!
I’ve got to admit I’m not always fully present with people in my life. Take one of my roommates, Matt, who selects his words so carefully that he pauses to retrieve his mental thesaurus before choosing. Every. Single…word. Ugh!
Late one night, Matt began a tome of snail-paced comments about a roommate conflict and suddenly proclaimed, “Wow, you’re really listening to me!” I had to think about that. Usually my mind was running a mile-a-minute thinking of how to speed up the conversation and finish what I had been doing before Matt started talking or would do next after he was done—like writing a TrainerTainment newsletter article. Late at night was easier to give my presence simply because I had completed my work and didn’t have anything to do next.
No wonder Matt didn’t speak to me often. I was not present and that did not feel … good.
The odds of customers wanting your presence only when you have nothing to do next are as likely as flying reindeer allowing unlimited baggage on all domestic flights. Busy or not, customers want your presence. Hopefully, your customers speak faster than … Matt!
It’s so easy to give a customer half my presence when “I” am really busy, when “I” think it’s not my job, and when “I” am already thinking about what’s next on my to-do list.
For example, each week I phone FECs to book birthday parties as part of our Sales Shopper Program. I often hear “One moment, please” or “Can I take your name and number and call you back?”
It can also be easy to give a customer a moment of FULL presence and make them feel much better about your business.
Here’s one way to do it: Just shoot your “I” out! That’s right. Remember this, I’m gonna shoot my “I” out and let you know I heard what you’re about! I promise your resilient “I” will instantly grow back. Cross my heart, hope to die, stick a needle in my “I” if I’m wrong.
Your party reservationist can think “I’m gonna shoot my “I” out and let you know I heard what you’re about! “ then they can say, “That’s fantastic! We have the best birthday parties in town! Who’s the party for? Jack? And how old is Jack? Four!?! What a fun age! Great! Listen, I’ve got an appointment with customer now. I want to call you right back in 15 minutes to talk about throwing the best birthday party for little Jack, ever! What’s your name and number?”
It can be that easy: I’m gonna shoot my “I” out and let you know I heard what you’re about!
We can all create opportunities to change how customers and family feel by giving just a moment of our full presence even if we’re busy.
Christmas may only come once a year, AND we can give presence everyday! So DO shoot your “I” out!
That reminds me. I’m going to call Uncle Jim.
~ Thad Crouch
TrainerTainment Trainer
