In 1936, orator and author Dale Carnegie wrote “How to Win Friends and Influence People.” I’d say this book is more relevant today than it was between World Wars. Listening, caring, engaging…these are not new concepts that came in with customer relations, sCRM, CRM, customer service, salesforce.com or social media. Below are Carnegie’s Six Ways to Make People Like You. Sound familiar?
Rule 1: Become genuinely interested in other people.
Rule 2: Smile.
Rule 3: Remember that a person’s name is, to him or her, the sweetest and most important sound in the world.
Rule 4: Be a good listener. Encourage others to talk about themselves.
Rule 5: Talk in terms of the other person’s interests.
Rule 6: Make the other person feel important— and do it sincerely.
Connecting with your customers on a human-level isn’t new. Though many modern leaders in customer service and engagement have their own take or angle, they’re not presenting too many new ideas. That’s not a bad thing. These ideas should be repeated, reimagined and remolded because, obviously, they haven’t been generally accepted…or we wouldn’t be talking so much about bad customer service. What’s that they say about common sense not being common?
People like to know they’re being listened to, understood and focused on. It’s as true today as it was in 1936 and, I’m sure, there was some caveman who wished the stone wheel salesman would have cared about his concerns (I was a Flintstones fan).
Don’t let hundreds…nay, thousands of years of bad service conditioning stop you from becoming an example of how great customer service is done. Dale Carnegie’s chapter, “Six Ways to Make People Like You” is a great place to start.