Pay attention. Did you see that? Did you notice her roll her eyes? Did you see how he looked at his watch? Did you hear the receptionist’s tone when she told you to hold? Are you watching? Are you paying attention?
Life’s all about nuances. The little things that make all the difference. The quick but genuine smile. The empathetic reply you receive when you ask if Mr. Smith is in. The notes your customer takes as you’re talking. Or even something as simple as your 9 am appointment coming to get you promptly at 9 am. Not 9:05 am. Not 9:15 am. But 9 am sharp.
In some ways we’ve become numb to life’s little nuances. Maybe it’s our phones, social media, the internet, or maybe its Darwinism as our ability to compete, survive and reproduce evolves. Regardless, we’re slowly losing our ability to spot things. To recognize signs. To pick up on the “subtle clues” a prospect gave, or in some cases the very visible and obvious clues a dissatisfied customer gives.
The next time you’re in the grocery store, department store, car dealership, or just about anyplace where there are things for sale take a moment and observe. Look around you. Did anyone acknowledge you? If they did, what did they say? Did you feel comfortable? Did you feel confident they were asking because they had your best interest at heart? Or did they say hello and roll right into a sales pitch?
Whether you’re a professional sales person or a marketer, your job more than any other in the company is to be in tune with these signs. Your job is to notice things and to challenge or acknowledge them. Only through observation can you effectively sell. Only through observation can you begin to create a compelling story that people find interest in. Only through observation can you begin to align your business with your customers interests. Until then you’ll continue to slam the round peg in the square hole not because you want to, but because you don’t know any other way. You haven’t been watching. You haven’t been observing.
Pay attention. Look around you. Watch… really watch… your customer. How they react to you and others in the office. What did they say? How did they say it? What was they’re body language? How are they observing you?
Engagement comes in all shapes and sizes. But when we’re truly engaged, others know it. While engagement for me may have a different physical appearance than your engagement, the fact is that true engagement creates a visible and tangible level of energy. It can be seen and felt. Pay attention. Watch for it. Recognize what it looks like.
“Nothing has the power to broaden the mind as the ability to investigate systematically and truly all that comes under they observation in life” ~ Marcus Aurelius