Any parent worth their salt will admit that some of the most objectionable behavior their children display is a direct or indirect result of parenting decisions (or failures to make decisions).
It’s the same for dog owners. What was tolerated as cute behavior in a puppy becomes a lifelong habit that loses its charm in a full-sized dog. The dog’s fault? Nope. The owner’s.
Clients are also the same. We like to complain about clients who are too picky, too vague, too cost-sensitive.
As Todd Defren notes, that’s how we train them.
The same can be said of our managers and co-workers. We behave toward them in a way that affects their behavior. Then we’re the first ones to complain when they behave badly.
We need to pay more attention to the cues we give others about what behavior we expect from them. Here’s a quote from an excellent book/DVD on eliciting the behavior you want:
"When it comes to communication with a co-worker, most cues are non-verbal. The message is in a look in the eyes, in the body language. In a co-worker, the language is even more subtle. Clear reactive moments from an employee to their supervisor are fleeting. This is why a visual training tool is so valuable. Viewing a professional trainer working dynamically with employees can be far more enlightening than the most articulate description in words. As they say; a picture can be worth a thousand of them." (excerpted from the Monks of New Skete, with some poetic licence)
When clients develop unrealistic expectations, how often do we let them dream the impossible dream, rather than be a downer and adjust their expectations?
If our focus is on the tactics and the billing, is it any surprise that’s where the client’s head ends up?
Part of managing clients is managing expectations, and teaching them what you know about strategic thinking.
Next time a seemingly friendly client bites you in the ass, you know who to blame.
Tags: management, consulting, business, public relations, clients, attitude, behavior, professional, todd defren, training
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译文:
驯客如驯狗
任何一个称职的父母都知道这样一个道理，孩子表现出来的令人讨厌的行为都是直接或间接地由父母的引导或者缺乏引导所导致的。
对养狗人来说也是这样的。作为小狗时有些行为被认为很可爱，所以狗主人能接受，但当它长成大狗时，这些已成为习惯的行为就毫无可爱之处了。这是狗的错吗？不，这都是狗主人造成的。
顾客也是如此。我们喜欢抱怨客人太挑剔，太盲目，太在意价格。
如托德●德弗兰所说，这都是我们把他们训练成这样的。
对我们的管理人员和同事也可以这么说。我们在面对他们时所做的某种行为影响了他们的行为，然后当他们的行为很糟糕时我们自己却第一个开始抱怨。
我们应该更多地注意我们的一些暗示，暗示我们想要其他人作出什么样的行为。以下是从一本优秀的书/DVD上摘录的一段话，列出了你如何影响他人的行为：
“当你与同事交流时，大部分暗示都是通过非语言的方式传达的。这些信息通过眼神，通过身体语言来传达。对同事来说，这类语言更微妙。通常一个员工与他们的主管进行明确的沟通的机会是非常少的。这就是为什么视频培训工具那么值钱。观看专家和员工的动态的操作比听任何最清楚的语言描述都更能学到东西。正如俗话说的，一张图胜过千句言。”(引自带点诗意的《新僧侣团僧众》）
当我们的客户的期望不切实际时，我们是否总是让他们继续做这种不可能的梦，却很少给他们泼冷水，纠正他们的期望值？
如果我们的目标是总体战略和营业值，还会为客人的想法忽然终止而奇怪吗？
某种意义上说，管理客户就是管理他们的期望值，用你所知的战略思路来教育他们。
下次再有看来很友善的客户背后捅你一刀时，你就知道该怨哪个了。