People often like to discover their own solutions. Technologies, processes and practices have tactically improved the business of people doing business with people. This doesn’t mean folks don’t want help at times. Too often, companies look at customers as cash machines that can satisfy shareholders and offer solutions without the customer in mind. When we approach business this way, we miss the opportunity to empower a customer to decide to fill his need with something you or your company can provide.
Pat Malone, The PAR Group, provides substance for the people-with-people dynamic in this post. More of his thoughts, observations and approaches are available in articles published in Vet Advantage Magazine.
Source: Pat Malone, Linked-In post, January 25, 2016.
Once you really understand another person’s perception of a problem, you will have a much easier time responding with a solution that will satisfy them. This is an essential ability for internal and external customer service, teamwork, sales and any other situation in which your people need to gain the commitment or support of others.