When someone buys your product or service, no one can argue that it is a transaction. But what if you stopped calling it that, and called it an “interaction” instead? It’s still a transaction that is taking place, but when you look at it as a human interaction that also happens to BE a transaction, different things can happen.
What, you ask? Well, first, you are leveling the playing field that you and your customer are on. You come to the table with human needs, just like they do. And when you approach it that way, the entire situation becomes more genuine, and everyone is more likely to benefit from the interaction.
I don’t want to ruffle any feathers of the “business first” adopters. You’re not necessarily putting the business aspect of the transaction on the backburner. If anything, you are putting your business first by recognizing the benefits of this approach. If we, as those in the business of taking care of customers, guests, and clients, see ourselves as the starting point in a kinder, more empathetic world, then that’s exactly what we can become. This is NOT an overly idealistic concept. In fact, it’s quite simple. That’s why it has so much potential. Look at every transaction as another opportunity to connect with another human being, on a human level, and you win. The customer wins, and we are one step closer to changing how we look at, and treat each other. You win, because you have yet another customer who does business with you because you make them feel relevant, safe, and fulfilled.
That, my friends is the utter backbone of the “Dealing With Humans” program. Instead of viewing yourself, or your business, as an inconsequential moment in your customer’s life, look at it as another moment that they can take away as a positive reminder of the human condition. Every time you face another guest, those moments can either be viewed as a mundane slice of time, or another chance to remind another human being of their importance and belonging.
This doesn’t mean I am asking you to try and change someone’s life next time they do business with you. Just be cognizant of opportunity when it presents itself. Opportunity to make that transaction a truly meaningful human interaction, as well. Soon, it will become second nature, especially if you are an empath, like myself. It can be accomplished by asking that “extra” question. Or by finding, or creating an opportunity to connect with the customer with some extra attention or energy. It can be as easy sending a smile that says “You are safe and welcome” the moment you make eye contact. If someone has chosen to do business with you, making them feel good about that decision in any way you can tells them that they matter. So, next time you are face to face, or even on the phone with a client or customer, view it as opportunity. An opportunity to share human empathy with someone, who just like yourself, needs that more than ever.