Yep, you've done it. You've given people the finger
but I don't mean that one.
If you've read Michael Hyatt's book, Platform,
or listened to his recent podcast, you should recognize the phrase, "The
How of Wow". I love his use of the lobby experience to illustrate how
some companies create the “Wow” experience and others come just short of asking
you to leave. There's a company local to me that has actually removed the
receptionist completely from their lobby. When you enter the lobby, there's a
sign on the wall next to a phone that reads, "If you need assistance, use
the phone and the extension list."
Listening to Michael paint a picture of the “Wow” experience, I was
reminded of something we teach the Host Team at church: Don’t give people
the finger.
When do we give people the finger? We typically do this when someone
asks, “How do I get to the (fill-in-the-blank)?” My guess is nine times out of
ten, the person answering the question immediately raises their arm and extends
the pointer finger and begins reciting directions and landmarks. Responding in
this manner in essence says, “You are bothering me and the quicker I can give
you an answer, the quicker I can get back to what I was doing.”
What’s the alternative? That’s easy. Don’t tell them how to get to their
desired destination, take them there. And while you are walking, ask questions.
Someone once defined charisma as the desire to learn more about others than
have them learn more about you. When you do this you set yourself and your
organization apart from the status quo.
Who do you think people will remember more: the person or company who
pointed in a direction and bellowed out a list of turns and landmarks or the
person or company who took the time to walk with them and showed value by
asking questions?
Have you ever had someone take you to a destination when they could have
“given you the finger?” How did it make you feel?
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