Business

Creating You-Focused Value

When you get positive feedback from your customers, which would you rather hear (or read):

You are a rock star!
or
You are a rock star because you helped me figure out how to solve this problem that’s been a major pain in the ass for months!
or
I feel like a rock star because you helped me figure out how to solve this problem that’s been a major pain in the ass for months!

That third option tends to throw us for a loop. I mean, how are you supposed to take a compliment when the giver focuses on themselves and how they feel. They should be giving you all the credit, right?

If that’s your thinking, then consider a different view. It’s always gratifying to hear how great we are. We want to feel appreciated, particularly after working to help someone else. And if you’re in the services industry and managing relationships, it’s beneficial to know that the work you do is making a difference for the customer. It’s useful feedback. But consider the ultimate purpose behind your helping action. Did you do it for your own gain or to truly help someone else?

Kathy Sierra puts this into the context of a user product review. The juicy bit is toward the bottom of her post:

We don’t want our users talking about the company or the product. All that matters is how they feel about themselves as a result of interacting with our product. How they feel about us has little impact on whether they’ll become loyal (let alone passionate) users. All that matters is what we’ve helped them do or be (emphasis mine).

That last sentence makes a huge difference in our interactions and relationships with our customers. It takes the notion of providing service and begins the transformation toward delivering value. Service is about what we do for others (me-focused). Value is what they get out of the transaction (you-focused).

This idea can even extrapolated out into different areas. Even if you don’t work with customers, consider its ramifications for other individuals in your life. Aim to create you-focused value when helping your kids or volunteering at a local soup kitchen. Remember that it truly is all about them.

Finally, use this as a template when it’s time to pass on feedback to someone else. If you start off a compliment with “You’re a rock star,” finish it off with specifically why they rock. And if you’re feeling adventurous and think the recipient will fully grasp your meaning, tell them “I feel like a rock star because…”

Related Post

• June 12, 2007 -- In Service To Our Clients (2)
• February 21, 2007 -- More Ways To Cultivate Remarkable Customer Service (1)
• March 29, 2006 -- Can I Be Honest With You? (4)
• July 20, 2005 -- Accepting Constructive Criticism Is Always Hip (1)
• April 2, 2008 -- Confidentiality In Organizations (1)

© 2008 Bailey WorkPlay :: Work Experience Design.