One Practice That Makes. Lately, we’ve been reminded of the importance of human connection in building relationships and influence.
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It all started when we decided to have shutters installed in the upstairs windows of our house. I called a reputable company to get an estimate for the work.
When the representative came to our home, he was thorough in his examination of the windows, took careful measurements, and detailed a proposal for us. The bid was slightly higher than we expected, but with a promotional discount, it ended up being about what we anticipated.
We were tempted to move forward quickly, but we’ve learned that getting a second bid is always prudent. This allows us to compare prices, services, and ultimately make an informed decision.
The guy from the second company was a lot more engaging and took the time to discuss what we really wanted. He also took a moment to interact with our son, who is always interested in what visitors are doing (especially if they arrive in a pickup truck).
When the second representative left, he handed the proposal to me. The proposal was similar to the first company’s, with the exception of a lower price. Yet, what caught my eye was written halfway down the page.
Where the first rep had written “room #3” on the estimate for our son’s bedroom windows, the second rep had written “Luke’s room.” He remembered the only mention of his name an hour earlier in our conversation.
The personal connection and care motivated us to hire the second company. Even if the price had been higher, we probably would have selected them. Their care was evident and we knew if problems arose during the project, they’d be better to work with.
The result was fantastic and we’ll certainly hire and refer them for future projects.
While I have no reason to believe the first company wasn’t competent, their representative didn’t make an effort to demonstrate it by making a personal connection. He showed up, did what we had asked, and handed us an estimate.
And, he didn’t use any of our names.
So, which kind of leader have you been recently? Are you like the first rep that does everything correctly, shows up on time, gets the work done — but doesn’t take that final step to make a person connection? Or, are you the second rep, who does the same good work as the first, but takes the time to use a name or remember a personal detail that demonstrates care for the other party?
All other things being equal, the personal connection makes all the difference with influence. It’s a simple yet profound practice that can make or break a relationship.
Think about the times when you’ve dealt with customer service or support representatives. How often have you been impressed by someone who takes the time to learn your name and customize their response to your situation?
On the other hand, how often have you felt frustrated or disconnected when dealing with representatives who seem impersonal and uninterested in your needs?
It’s not just about showing up and doing the bare minimum. It’s about making a personal connection and demonstrating care for the other person. This is what sets the second company apart from the first.
The second rep didn’t just do his job; he took the time to build a connection with our family. He remembered our son’s name, and that made all the difference.
So, what can you do today to make a personal connection with someone you work with?
Taking the time to learn someone’s name, asking about their interests or weekend plans, or simply expressing gratitude and appreciation can go a long way in building trust and rapport.
Remember, it’s not about grand gestures or expensive gifts. It’s about the little things that show you care.
As a leader, you have the power to make a positive impact on people’s lives. So, take the time to build those relationships, to make personal connections, and to demonstrate care and compassion.
