One reason many people and businesses fail has to do with the way they treat others, by adopting and living by the golden rule.
While Michael Landers says the intent is good, the consultant and life coach believes treating others as you wish to be treated needs to have one word tweaked.
Instead of assuming how a person wishes to be treated, the founder and president of Culture Crossings Inc. told several dozen NAIOP and Urban Land Institute members at the Sheraton Jacksonville Hotel that it should be how “they” wish to be treated.
Landers, who was invited to speak at a Nov. 8 luncheon by the Northeast Florida chapters of both organizations, used examples to prove his point. He said many people use exclamation points in their email messages, hug acquaintances or demand firm handshakes.
“You’re not treating people the way they want to be treated. You’re doing what you want. You’re assuming I like hugs, firm handshakes and exclamation points,” Landers said.
The author of “Culture Crossing: Discover the Key to Making Successful Connections in the New Global Era” has shared his advice internationally with clients like Apple and Google.
He said his intent is to help others working in the multicultural marketplace recognize cultural cues, be open to alternate ways of thinking and identify opportunities to adopt their responses.
“It’s a method that helps people to take some of the ‘cultural reflex’ out of the equation and set themselves up for success,” his website states.
“The methodology is widely applicable, whether the goal is to increase sales, build strategic partnerships or maximize the potential of a diverse customer base.”
As part of his presentation, Landers said he has conducted an unscientific study by asking the same question everywhere he speaks: Where do people enjoy being a customer? Of the thousands of responses, Landers said the top two businesses folks enjoy the most are Chick-fil-A and Nordstrom, and both were picked at the local event.
His theory for why those companies always are mentioned is because they exceed expectations and go beyond what our “mental models” are for a fast-food restaurant and luxury department store.
“Tell me about your expectations for a $7 or $8 lunch. The paper bag is going to be greasy and what about the customer service?” he asked, adding that Chick-fil-A often rises above those standards.
Landers added that excellent customer service is about more than just being courteous, efficient and caring. It’s following the model of treating clients as they believe they wish to be treated.
