Where are you Ann Landers???
Our use of technology has moved us apart physically and emotionally. At the same time our use has increased the volume of data that can be and is created/shared while lowering its intended quality. The phrase “don’t call us , we’ll call you”, once used to manage the volume of phone calls/emails received has now permeated our daily interactions with customers and suppliers in general.
Permeated to such an extent that:
.we do not actively call Customers & Suppliers
.we do not follow up or provide feedback
.we do not manage expectations over time
Of course this attitude has similarly affected the relationships between managers/supervisors and their staff.
Lack of civility has created a lack of professionalism. The longer this goes on, the more the new attitude becomes a habit, a bad habit, the higher potential the skills of connection will be lost.
Bottom line, this has to stop.
I would like to suggest a policy with training and performance metrics be developed and implemented throughout all organizations who communicate.
Below is the start of The Civility Manifesto. I will make this first cut succinct instead of waxing eloquently over pages and pages. Please add change delete . Send me your thoughts.
All customers, suppliers, employees will be treated as Customers.
Customers are to be served.
Customers are human beings, just like you.
Customers need to communicate, and be communicated to on a timely basis.
Customers do appreciate a human voice, human face and a handshake.
Customers have expectations, perceptions, assumptions, emotions
Customers are all good people.
Customers need timely feedback, good or not as good, in order to self manage their own expectations, perceptions, assumptions, emotions and self manage how they will relate, respond to You, Your team, Your organization.
Customers expect to be respected, just like you do.
A telephone call to a Customer, for example, can take less that 30 seconds to complete, including a clear meaningful voice mail.
If each of us took 30 seconds to make that clarifying, expectation managing, information giving call, what impact would that have on our joint success, whether measured in revenue, time, or quality.
what are your thoughts