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Create A Friendly Human Species With Your Team!

 

We’ve created a bit of a rude human species. My 81 year old neighbor had a severe rattle in her car. The dealer scheduled her 3 weeks out not even knowing if the car was safe for her to drive. A nearby Honest One then tested it for close to 2 hours yesterday, advised her not to drive it, to go the dealer and insist on help since it was an issue only they could fix.  Honest One never charged her.

Rude Species – As a customer for over 30 years, her dealership told her she would have to wait 3 weeks to get the car scheduled. 

Friendly Species – The Honest One that analyzed the problem for close to 2 hours and never charged her a thing. Same thing happened to me. With a light bulb out, one of the intake guys just went out and changed a light bulb on the spot so I wouldn’t have to wait to get into a bay. Just fixed it! 

 

This Honest One location gets it!

As you can see from this beautiful Getty image of the tarsier primate, nature can do all sorts of things including creating this small, adorable animal. Considered the smallest primate, there are various versions of the species depending on what it had to adapt to in a particular region. 

In my last blog, I discussed how we have started to be a bit “rude”. All our interactions with voice response and Alexa-like tools has trained us to bark short very specific words in order to get answers (what are you calling about answers in 1 or 2 words, Alexa commands super specific too) And, so, it goes. We start to get used to NOT saying nice courteous comments or attempt to create a happier atmosphere for customers or for employees. 

But, is it too late? Can’t we start now to recreate a Friendly Human Species again?

Let’s discuss

  • Getty images of animals and specifically the tarsier
  • 4 things you can do right now to reform your customer experience!

Tarsier 

Isn’t it the cutest thing? In the article from How Stuff Works, “The Tarsier Is One Weird Primate, and Yes, We’re Related, by Allison Troutner, 6/2/22, she highlights that there are over 16 species just of this one primate and are noted mainly for the large eye to head ratio. They can be found in the dense forests of Malaysia, Indonesia, Brunei and the Philippines. Photo in the article from Getty.

 

4 Things You Can Do to Create a Friendly Human Species Again

So, if we are all rude, what can we do about it?

Here are 4 ideas!

 

Have your team

  • Make conversation! Just today, I was at Orange Theory, and the instructor talked to me. Yes, it was just a simple conversation about my name, but it made it fun while we waited to start.
  • Let them move! At Orange Theory earlier, I lost the band and one of the employees got out from behind the counter, walked with me out to the car to make sure it wasn’t just hiding. I didn’t ask her to, she just did it.
  • Be Nice! Speak Nice! Ask your team to not just be nice but to speak nice! Start up greetings again, encourage them to thank you as you leave. Top it off by telling customers to have a nice day! It simple!
  • Be sincere about creating a Friendly Human Species – If you really mean it, your team will find ways to make customers happy that you never even dreamed of.
  • BONUS IDEA!  Kindness! Spread it! Look for it! Reward it! Talk about it!
  • AND Adjust technology to better match your customer’s needs.

 

The team members that “get it”, are easy to pick out. You can just look at them and find that a Friendly Human Species DOES still exist! Build a culture where they thrive! Mary Furrie, helping clients create great service!

Philippine tarsiers (Tarsius syrichta). Image credit: JT Lim Majuro / CC BY-SA 3.0. https://www.sci.news/genetics/tarsier-genome-04254.html