Despite the recession, I experienced quite a few
business transactions this holiday season.
No matter what store I found myself in, it was
crowded and busy. Those cash registers were
certainly ringing!
Having the memories of the holidays behind us and
some credit card bills yet to pay, I have
thought about these transactions as a reminder for
how we may not want to conduct business in the
new year.
Shopping during the holidays is often a thankless
experience. But all transactions don't
have to be like that.
It reminds me why I used to like staying at the
Ritz Carlton versus the W. Both are great hotels,
but that extra personal connection I received at the
Ritz made all the difference in my
experience.
"Welcome back Ms. Lopez, would you care for a
non-smoking room again this time?" And, they
would come around from the desk, look into my eyes, give
me a handshake and say "its nice to have you
stay with us again." They handed me my room keys
and other information as they asked if they could
be of further service. I felt their
genuine concern and care for me as their
customer.
There is a reason I believe connection is the key
to achieving results in life and at work. It's the
same reason that explains why people who achieve
long-term success know how to build committed
connections with their customers.
Here is the reason: Business is NOT a
transaction, it's PERSONAL. Business requires
connection.
The minute we think it is just the transaction,
it's the minute we lose our ability to influence, guide
and lead. We lose the opportunity to connect in a
meaningful way.
Now, this concept may be easy to
understand when you think about customers, but as a
leader you need to broaden your definition of who
your customer really is. As leaders, our
teams, colleagues, suppliers, bosses and subordinates
are all our customers. Leaders serve
others.
Generation Y has it right, this is the generation
that is taking connection to a whole new level in
business and in their lives. They expect
business leaders to connect emotionally with them and
they are changing the shape of business today and
forever. Just to put in perspective, Gen Y changed
the face of this past year's presidential
campaign. They had direct connections with
President Elect Obama. They felt his
genuine concern and care for them as his customers. In
doing so, President Elect Obama was leading
them.
Gone are the days of command and control
hierarchies. If you think you or your position
are "above" the connection and you revert to doing
business as a transaction...beware. Business today
is about committed relationships built on a foundation
of transparency, trust and connection.
Is your leadership mindset stuck in
yester-year?
If you are looking at business as a
transaction where you "just get your work done" and get
on with the rest of your life, well you are in for some
eye-popping reality when dealing with the
expectations for the 21st century.
Just yesterday, an airplane came crashing down in
New York's Hudson River. I saw a few recounts of
the episode told by survivors. They each had
amazing things to say about the pilot.
Many believe he is a hero, a leader amongst
leaders, not just because he did his job the best he
could and they all survived, but also because he
fulfilled his role by connecting with those around
him.
He was one of the last to leave the sinking
plane.
For him, his job was not just the
transaction: take-off, fly and land safely, but it
also encompassed a responsibility for his
passengers. A connection to those he served.
He had an authentic and genuine concern and
care for his customers.
He risked his own life for the sake of
others. This is the ultimate demonstration
of connected leadership. He walked the talk,
he didn't just pay lip service to the idea.
When we connect, there is a real and
genuine exchange. One that builds success to
an even-higher level because it builds trust and
loyalty. Connections are not one-sided, they allow
both parties to benefit from the
exchange.
So what about you? Can you begin to
think about changing your mindset about your
business transactions and connecting with those you
lead? Do you have a genuine concern and
care for your customers and for those you
serve?
