YES invites opportunity; NO closes the door on it.
YES creates value; NO destroys it.
YES is human. NO is mechanical.
The leader who wants to build their business looks for ways to exchange mutual value with others; to find opportunities to respond to what others desire. To serve others in a way that will create long term relationships that prosper both the organization and the individual.
You can’t create a thriving growing business when you are constantly saying NO to customers.
My experience, however, is that most organizations try to control customers by a system of internal rules, policies and procedures that stand in the way of them from getting what they want.
How do you personally feel when confronted with statements like: “You can’t do…” or “Our policy doesn’t permit…” or “The rules say…” or “That’s simply not possible…”? Expressed positions like these effectively erect NO barriers that erode relationships with people and eventually destroy them.
Organizations do need control systems in place, but many take it too far and essentially use them to architect a customer experience that suits themselves rather than creating one that is emotionally satisfying to the customer.
Rules made to control customer activity prevent positive synergy between customers and the organization.
They create an impersonal and unfeeling organization. They drive people to their competitors. They contribute to the competitive herd of sameness, mediocrity and invisibility.
And they turn the culture of an organization to being internally focused with a follow-the-rules mentality; devoid of originality and creativity – cogs in a machine.
Roy Osing is a former President and CMO with over 33 years of leadership experience covering all the major business functions including business strategy, marketing, sales, customer service and people development. He is a blogger, content marketer, educator, coach, adviser and the author of the book series Be Different or Be Dead.
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