Connecting

My wife gave me John C. Maxwell's book "Everybody Communicates Few Connect" for Father's Day. I have read through it and while connecting seems like a simple process, it is actually very difficult to most people.  Brings me back to an article I wrote http://abrn.search-autoparts.com/abrn/Feature+Article/How-to-get-from-good-to-great-customer-service/ArticleStandard/Article/detail/704198 and how important "connecting" with customers really is.  I know we all talk to our customers but how often do we connect with them?  I think you can look at your closing ratio and get a sense of whether or not you are connecting.  Looking at repeat or referring customers is also a good measurement.  In the book John Maxwell talks about the correlation between achievement and the ability to care for and connect with people.

High Achievers care about people as well as profits, view subordinates optimistically, seek advice from those under them and listen well to every one.

Average Achievers concentrate on production, focus more on their own status, are reluctant to seek advice from those under them, and listen only to superiors.

Low Achievers are preoccupied with their own security, show a basic distrust of subordinates, don't seek advise and avoid communication and rely on policy manuals.

Which category do your customer service people fit in?  How about your estimators and managers?

Now is a good time to look at where your people are and move them towards the High Achievers.  Access my article through the link above and you will see some ideas to help you.

"Working today to change the habits of yesterday to make the collision industry better tomorrow!"