The "You're Welcome" Mindset

I'm on the phone a lot here, and I find myself saying "thank you" frequently. Even when people are thanking me, I'll often reply with a hearty "thank you."

It's polite, but is it what I really mean to say?

If I'm providing a service (paid or not) and a client thanks me, I think it makes sense to sincerely say "you're welcome."

I feel like "you're welcome" is not used often enough in our society. As if "thank you" is the more noble of these two complementary phrases.

Being able to say "you're welcome" puts you at an advantage in business. People are grateful for your product, and you are glad to offer it.

The only trick is, you have to provide a product that people truly feel fortunate to pay for and recieve.

Dominate the Listening

When I was in 5th grade, we went on a field trip to hear a symphony orchestra. Before we went, the music teacher taught us when to applaud. "Sometimes it may sound like a piece is over," she advised, "but don't start clapping until the conductor puts [his] arms down at [his] side."

Even if the song sounds good, you never want to interrupt it. You want to make sure it's finished before you have your say.

This is a great metaphor for the importance of listening in sales, management, consulting, and every other aspect of business that requires human interaction.

At the symphony, you can't assume the orchestra is finished "talking," and it's the same with other people. Just because a person stopped speaking for a few seconds doesn't mean it's your turn to start in. Are they really finished? Did you understand everything they said? If you're not sure, there's room to be a better listener.

Everyone wants to be heard. Dominating the listening puts you at an advantage, because you're one of few people doing it, and others value this precious commodity.

Example:

1. Sales Rep 1: Good morning, Jackie, how's it going?
Customer: It's really been crazy over here, actually.
Sales Rep 1: Really? Listen, what do I have to do for you to change your water cooler service plan?
Customer: Actually, could you call back next week? Thanks.

2. Sales Rep 2: Good morning, Jackie, how's it going?
Customer: It's really been crazy over here, actually.
Sales Rep 2: Really, so it's been kind of crazy over there, huh?
Customer: Oh my God, yes! If this auditor asks me for one more thing.....

People don't always open up immediately like that, but if you give them the chance, many will. In business and personal affairs, people will always like you more when you dominate the listening versus the talking.

Giving is Receiving

There's a philosophy that states that in any relationship, it is only by giving that we are able to receive.

This sounds backwards at first glance.

How can a business person succeed by giving away the same things they sell?

Example:

This morning I chased a lead that led me to a guy who needs at least a dozen people to work as home health aides. They make in home visits to the elderly and indigent--feeding bathing, encouraging--whatever it takes for just over $7 an hour.

You have to be physically strong, caring, compassionate, and not interested in making a lot of money to qualify for that job. There aren't many people like that in the world, much less in our applicant pool. Since I couldn't really sell this organization my services, I volunteered them. I told him if I come across anyone who'd make a good match, I'll forward the resume his way, and I will, even though it makes no money for me or First Source.

Don't get me wrong. If I know of a job opportunity and a person who's a viable match, the first thing I think about is how I can get paid from the situation. But if I can't, I often email the job seeker the lead and wish him or her the best. It doesn't cost me anything and finding someone a good job is one of the nicest things you can do. In terms of karma, it surely means good things to come for me.

In terms of business, it means two more people speaking positively about my brand. And all marketers agree that word of mouth is most powerful.