Speaking your Customer or Employee's Language

The last two issues of BDD’s Take Ten have focused on ways to keep your business resolutions with customers and employees. This month we would like to help you connect with these groups in another way…simply put we are going teach you to speak their language. Not a foreign language, but rather the language that they most assimilate with positive recognition. Keep in mind that their recognition language (preferences) may not be the same as yours. However, by understanding how to connect with them, you will build stronger, more effective relationships.

1. Touch   Let’s face it, some people just need a pat on the back. This type of person enjoys a solid handshake as a form of congratulations, good eye contact when being spoken to or even a hand on the shoulder. This form of recognition, when used in a professional manner, can speak volumes about how important a customer or employee are to you.
2. Receiving Gifts   Everyone likes to get a present once in a while, but some people see this form of recognition as a sign of doing a good job or being valuable. Gifts can be small, such a restaurant certificates or desk items, or they can be large, such as trips or bonuses. Even the gift of a personal assistant for the day or a reserved parking space can show someone how significant they are.
3. Words of Affirmation   Positive comments, either written or verbal can go a long way to boost morale. Make a point to find positive things about customers or employees and let them know how much it means to you. Handwritten notes show that you took time to make a message personal, and recognition out of the blue is a great way to brighten someone’s day.
4. Acts of Service   Letting people know that they are more than just a customer or employee is a perfect way to demonstrate their importance to you and your organization. Are they bogged down at work? Offer to run some errands for them, pick-up their kids from school or even cook a meal. Showing that you are not above serving, will go far to solidify a positive relationship.
5. Quality Time   Some people just want to have you all to themselves. Time in a group meeting does not bode well with this type of person. Stop by their office for a face-to-face chat, take them to lunch, invite them golfing. Quality time does not necessarily mean you are talking business either. Get to know them as a person and take some time to connect on this level.

After reading this list, you may have already identified several customers or people in your organization that fit one these recognition styles…maybe you have even identified your own style. Now that you know it, take some time to do something about it! Go ahead…speak their language!