Customer blaming! Our new sport of choice......and how to call time!
Updated: Dec 3, 2019
If I had a dollar for every time a small business owner lamented over the lack of client loyalty, the online market robbing them of customers, the local council’s need to collect a parking fees or staff incompetence as the cause of their business demise I’d be a very rich woman.
My response is always the same.
So, what are you doing about it?
This is usually met with a sigh, a shrug and an exasperated raise of the hands shortly followed by a proclamation of “there’s nothing I can do about it” which is then followed by an equally emphatic “because….” and the blame game siren sounds and the game is ON!
So, just in case you’re reading this, nodding and relating your own circumstances to theirs (while tugging on your guernsey and heading into the fray … STOP IT!
I call time! Everyone off the court and get on the bench! NOW!
Sure, suck on some oranges while I give you a spray if you must – mind you, some of you may prefer lemons.
Are you really that powerless that you have no control over your corporate environment or financial health?
I call bullsh*t!
Here’s the thing. When we point our finger at the “reason” for our suffering, it feels a whole lot better than taking a long hard look in the mirror and getting honest with the role you’re playing in all this. You have ALL the power; you’re just choosing to use it to blame rather than to solve. It’s ok, you’re not a bad person, you’re human, it’s what we do … but now's the time time to step up and realise WHY you’re doing it so you can CHANGE it.
Once you get curious about it and really scrutinise the situation, the answer will be right there in front of you. Or more to the point, in front of the mirror.
The answer to the problem is you! Powerful you!
No, I’m not saying you’re the cause of it … well I can if you want me to, but hey, that just starts the blame cycle again, so I won’t. But what I will do is get you to really look at the three key points that determine the success or failure of your business.
1. Rapport. How do your clients, customers or staff feel after an interaction with you? Is that interaction all about you or is it all about them? What are you doing to really connect with them? You see, customers don’t buy from a business, they buy from a person. Be that person that customers travel to come engage with. Be that leader that inspires staff to bang the drum for your company.
2. Sensory Acuity. How well are you reading your clients, customers or staff? Are you reading their subtle body language cues? Are you understanding their eye patterns and movements? Are you absorbing the wealth of information they’re giving you (before they even open their mouths) that gives you a crystal clear picture of their values and beliefs … and in turn gives you a pot of ‘connection gold’ to work with?
3. Cause and Effect. When you include a “because” or a “they” in your reasoning, it’s a big “come on down” for you being at ‘effect’. When we attribute something happening to the behaviour or beliefs of another person, thing or circumstance, we are pretty well packing all our power neatly into an express post bag and sending it to our opposition with a free set of steak knives!
So, I challenge you to take on board these three key indicators for what’s really driving your business success (or lack of) and get serious about determining your own direction rather than treading water while you drown in a sea of excuses.
Harsh … yes. But so is the business environment. It’s not too late to save yourself.
Who are you gonna be about it?
Drop me a line if you need a lifeguard.
Master Practitioner of Neuro Linguistic Programming Master Practitioner of Time Line Therapy® Master Practitioner of Clinical Hypnotherapy Master Practitioner of Life Coaching
Partnering with individuals and organisations wanting the absolute best out of themselves and the people they lead.