Posts Tagged 'likeability'

The Palin Principle: what can we learn?

While this is not at all a political post, I couldn’t help but be impressed recently by McCain’s VP Sarah Palin.  As she was giving a speech, you couldn’t help but see how much people liked her.  People were smiling and laughing while she spoke…in other words, they connected with her in a real way.  Do you think that all of these new Palin fans really understand and agree with all of her politics?  Probably not.  Do I think those same people will vote for John McCain simply because they connected with his VP in a very personal way?  I’m sure of it.

How does that apply to being in business and providing great customer experiences?  The answer is that when people do not understand the in’s and out’s of the business or service you provide, they will decide whether or not to trust you based on two things. 

Oneis whether or not they like you personally.  If their brain and emotions tell them that you are someone that likes them, and that they like you back…trust occurs.  It’s that simple.  It’s so simple that it is even dangerous.  People will trust someone that knows very little about getting the job done if they like them.  Learn to like people, and people will like you back.  Remember their names, their kids’ names, that they make great fruit tea, etc.  Decide that this is too elementary and that your credentials should speak for themselves, and you’ll always come in second place.

Second is that when people do not understand the in’s and out’sof your business, they will judge you by the little things they do know.  How fast you return a phone call equals how much they should trust you.  How fast you send them that email you promised is how much they will trust you.  Decide that you are beyond having to provide lightening fast follow through on the small stuff…and you’ll start noticing your old customers are around the way they used to be.

“The person who knows how will always have a job.  The person who knows why will always be his boss.”  ~ Diane Ravitch


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