Here’s an incident narrated by a good friend. She and her family went to a car showroom to buy a car. They had a budget in mind. The salesman came over and began his pitch. When my friend and her family then began to discuss options amongst themselves, they spoke in their mother tongue. As luck would have it, this was the mother tongue of the salesman as well. He immediately switched over to that language, figured out exactly what they wanted, and told them about precisely the car that would fit their needs, and budget. My friend says their family booked the car the very same day.
Here is my learning from the salesman’s actions. If I listen well enough, and make the other person feel comfortable (like by using their own mother tongue, or even by just smiling, and genuinely caring for the other person), then I will always improve my chances of getting the best possible outcome (here, a quick sale).
A few days ago, I had a bank job to take care of. Going to the bank during Covid19 is avoidable. Why there are still offline forms to be filled for ‘change of address’, when the whole world is going digital beats me. Sensing my discomfort, my relationship manager quickly and voluntarily offered to send a branch courier person to my house pick up the form.
These may be small things, but they go a long way in building relationships. Over time, we may forget the specifics of what someone did for us, but we will not forget how they made us feel.