When I mention this in my live programs I usually get a room full of giggles in disbelief. I then tell the audience: “I mean it. I don’t like people. Who said that I have to “like” everybody? The word ‘people’ is too general for me to rubber-stamp my affection on anybody and everybody who can fog a mirror.”
Well, just like in my live programs, I think it is time for a little explanation.
The secret is not to like everybody, but to like the people you like. And then, be willing and eager to do everything possible to satisfy these people. No rules. No exceptions. No excuses.
There is a big difference here. You can’t be super-person to everybody. You must be somewhat selective.
Many of you dislike many (some) of your customers. I know it and you know it. This is truly counter-productive. How can you “WOW” people with great service if your stomach turns in knots once you learn they are on the phone? Your normal response may be, “What do they want now?” This is not a healthy response to a wallet-carrying client who has far too many options available to them when it comes to purchasing travel-related services. Trust me. They can feel the “disjoint.”
But on the other hand, when one of your favorite people calls, you can’t jump through the hoop fast enough to determine what “magic” you can introduce to the relationship.
Please do not put words in my mouth. I am not suggesting that you become arrogant, boorish, or just plain foolish. I am suggesting (and highly recommending) that you spend more of your time seeking more people who grab and hold your interest. More “good guys” and “guy-ettes.” These are the people who you will extend yourself for to maintain your current position with them. These are the people who make doing business fun, exciting and worthwhile.
I’ll say it again. I do not like “people.” I like the people I like. And I will go to the ends of the earth to keep this group of people feeling good about themselves … and about me.