Wednesday, December 8, 2010

Meet others where they are,

We grew up with the "golden rule" which is to treat others as we would want to be treated.

However, business today requires the "platinum rule" which is to treat others the way in which they want to be treated. How we want to be treated is no longer a good barometer for how to treat others.

In other words, we need to meet people where they are... with our actions, communication, and even our business attire.

I recently read an article explaining that The Vanguard Group, a company whose business attire was formal, recently was told by a customer not to "suit up" because it made him (the customer) feel uncomfortable. This is an example of meeting the customer where they are.

While the CEO of Vanguard decided to make the switch from business attire to business casual based on the feedback from this customer, I would tell them not to donate those dark blues just yet. They may have a customer that wants to be met "suited up."

Across the board changes don't always work when it comes down to good customer service and leadership. We should meet people where they are...with our customers, clients, and associates.

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