Last article, we witnessed a condescending announcement at a local health club I was visiting. If you’ll review that article quickly, please note the tone of the announcement, as well as the words, and then the three reasons why the way the message was communicated was, at best, counterproductive.
So, what might have been a better, more productive way, resulting in general acceptance and appreciation by those listening?
Let’s give it a try. How about something like…
“Attention members. Good morning. As always, we’re glad to have you with us, and it’s inspiring to see you working out so hard. Congratulations on your effort. An important point to bring up in order that all of you are assured an excellent (Name of Facility) workout experience; during those times when the cardio machines are at capacity, please be sure and not stay on more than 30 minutes. This will ensure that none of you will ever have to wait too long and you can get your workout in at your convenience. Thank you for your attention, and for being a member of (Name of Facility). Have a great workout!”
The above message sets a very positive “matrix” and dramatically increases the odds that the message will not only be appreciated, but adhered to. There’s even a “W.I.I.F.M.” (“What’s in it for me?) element for those listening; “If I respect this rule, I won’t ever get stuck waiting too long for one of the machines.”
Same intent as the first message; most likely, much different results.
A good Positive Persuasion practice exercise is to, from now on, when hearing someone say something in a way similar to the employee announcer, simply ask yourself how the message could be made much more digestible and effective.
The more you practice when you don’t need to know, the better at it you’ll be when you do need to know.
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Bob-
Good thoughtful reminder to all of us creatures of habit – including our habitual patterns of communicating.
We tend often to “blurt out” words with the intention to cause others to do something we want done-the focus being all wrong.
I believe such a post is an invitation to stop and consider before speaking. Always good.
Wayne
Bob-
This one is just great.
It’s incredible the unbelievable opportunity I see people missing in their everyday relationships as well because they don’t understand this concept.
If they only knew they could actually “orchestrate” positive reactions from the people that surround them in normal circumstances (in a 100% ethical way), their lives would change forever.
Just think of the unnecessary stress we go through….aahhhhhhh
🙂
thanks man!
Jason
Jason, thank you for your feedback. Great thinking, my friend!
Super! Although the new/improved announcement was a bit lengthy it was by far more effective than the first! The second message displays a sense of sincerity and respect toward the customers. I think you hit it on the nail when you mentioned to practice or getting in the habit of doing this. I believe that when businesses take the time to truly focus on their customers, less offensive acts are committed. Keep up the remarkable work, Bob!
Reading this, can’t help but think of a dear friend’s partner, who unfortunately has the “she MEANS well” reputation. In other words, her conversation is consistently condescending and sharp with clients and those who know (and genuinely love) her are frequently cringing and making excuses for her. I’ve had too many discussions with my friend about her rather insulting tone with clients and his answer is always the same: “I know, I know. It’s not even what she says, it HOW she says it. That’s just _______. She means well.” My opinion is that if someone truly “means well” then they should “do well” to filter their words and their tone. Now I’m all riled up! Ha ha. Great post Bob!
Great rewrite, Bob. What jumps out to me is how you have focused on 3 keys desired end results – everyone gets a great workout, the members feel appreciated and valued, and we’re actually paying attention to what’s going on (instead of reading a pre-written announcement at the time we’re told).
There’s a very good possibility that the employee who made the announcement was unconsciously treating the members of the club the way he was treated as an employee.
Wayne, thank you, my friend. A great way to look at it; to make the focus about them – not us.
Thank you, Chi Chi. I like the one you suggested in the Comments section of the previous post.
Linda, I LOVE your last sentence. Absolutely. If they truly mean well, they should do what it takes to improve their way of doing what they mean.
Thank you, Jim. And, yes, regarding the employee, could very well be the case. How one treats their employees is often how the employees treat their customers.
Thank you BOB for another great article!
Erin
Erin, thank you. Much appreciated!