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WTC Memorial Pond

I have talked about being genuine and sincere, and I have been pondering on something that I feel is an important part of demonstrating genuine and sincere concern for yourself, and others.  Also, instead of describing something you are supposed to do, this time let’s talk about something you just aren’t supposed to do – Look at and manipulate numbers.

This has nothing to do with “cooking books” or white collar crime.  Have you ever felt like just another patient at the doctor’s office, or even ER?  Have you felt like just another cubicle space at work?  Have you ever felt like just another seat on the bench or just didn’t have a seat at the table at all?  If you have, then you know what I mean when I refer to being treating like a number; just another one of many to be dealt with.  Let me say this, while scarcity can promote great levels of drive, nobody should have to feel like a number.  Let me add, we all need to ensure we, ourselves, are not making anybody else feel like just another number.

Being a number is sort of inversely related to having a purpose.  People who feel a sense of purpose don’t feel like numbers.  People with a sense of purpose try harder because they know their impact matters.  People who feel like numbers find excuses to perform at lesser levels because they feel their impact is negligible.  I’ve been in both positions, and felt those feelings, in magnificent ways.

In a business sense, I can’t think of too many things that a business can do worse than treating their customers like numbers.  It just tells customers, “We don’t really need you”.  All over the globe, business mission statements have adapted, showing a sense of “care” or interest in each individual customer.  Of course this has to be done within reason, but friendly customer service and simple human interaction with a genuine customer service associate is free.   Customers will always have a choice, and with that, just a price and features list will not grab loyalty.  When trying to gain and retain customers, especially in hard to differentiate product or service industries, no business can afford to tell a genuine customer, “We don’t really need you”.

In a personal sense, I’ve decided that I can make an impact in this arena and I encourage others to do the same.  Whether at work with a co-worker or customer/client, or off-hours with family or friends – don’t make anyone feel like a number.  I am going to be consciously working on my active listening skills, and ensuring whoever has my attention truly has my attention.  I can tell when my kids try to tell me a story, and they fade off knowing I haven’t really listened… I intend on changing that.  To me it might have come across as just another story.  To my kids, maybe it was one of few precious times they got to have my attention and explain to me a little bit about their world for the day.

With that, I say be aware.  Be aware that your interaction with someone may be “routine” for you, but to them the quality/content/frequency of the interaction may carry weight unseen to you.  Every experience is a new one.  If you feel yourself blowing somebody off, remember the last time you had horrible service as just another patient, or your proposal was dismissed as just another stack of paper to be read.  The relationships I have valued most and have been so memorable to me all have one thing in common – that person never let me feel like a number.  The relationships I have abhorred and made me the most frustrated all had one thing in common – I felt like just another number.

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3 Comments

  1. Though perhaps a bit dramatic of a quote, “to the world you may be just one person, but to one person you may be the world.”

    • The quote fits. Not too dramatic, and it seems to better articulate much of what I was saying in the paragraph on “Personal Sense”.

  2. I would also like to add my .02 if I may, and make a shameless plug because they deserve it.

    USAA gets it. They know customer service, and they know how to make sure you feel like a valued customer with an impact, and their front-line employees display genuine concern to handle any issues you bring to them. Someone at USAA, with a team of course, designed their training program and they deserve a medal for it!


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