Every so often I’ll be talking to one of my clients and we agree they should do some research involving their clients, customers or patients. Now, often, it’s just a matter of phoning a few of them to have a chat and get the information and my client will say, “I’ll ask one of the team members to do it.“
That’s when I counsel some thought about that approach. You see, often team members are happy to handle the normal phone conversations involved with their job.
It’s a different matter when you ask them to get out of their comfort zone and initiate a call to ask a few questions of someone. Because it’s something they don’t normally do, they find it very difficult.
Often their heart isn’t in it simply because they’re not used to doing it!
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A case in point…
When my wife and I were in Singapore recently, we heard the National Museum was worth a visit so off we went. As we arrived I saw there was a museum tour leaving in the next few minutes, so I decided to book in for it.
Led by a volunteer, it was simply fantastic. For the next hour-and-a-half we were enthralled by the story she shared as she took us through the history of Singapore. She was passionate about it and imbued us with that too! So much so that I’ve been to my local library to get more reading on it.
As a volunteer, she was doing it because she wanted to… not because she had to! To a staff member it would have just been a job… and I’ll wager the story would not have been half as fascinating.
So, when you have a phone job where the results count (like following up quotes or treatment plans), make sure the person you select to do it is committed to the task and enthusiastic about it.
The right person with the right approach will achieve fantastic results!
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