Winning People Over

In last month’s blog, I talked a lot about the importance of superior customer service. Recently, I re-read the always insightful book, How to Win Friends and Influence People by Dale Carnegie. The section “Win People to Your Way of Thinking” really resonated with me from a service communications perspective. Here are some particularly significant points:

· The only way to get the best of an argument is to avoid it.

· Show respect for the other person’s opinion. Never say, “you’re wrong.”

· If you are wrong, admit it quickly and emphatically.

· Begin in a friendly way.

· Get the other person saying, “yes, yes” immediately.

· Let the other person do a great deal of the talking.

· Let the other person feel that the idea is his or hers.

· Try honestly to see things from the other person’s point of view.

· Be sympathetic with the other person’s ideas and desires.

Think about these ideas the next time you’re in a difficult situation and trying to please a customer. It could mean the difference between that customer doing business with you again…or your competitor.

Encompass wishes everyone a very happy, healthy and prosperous 2013!