For a couple of years now I have noticed when I turn a certain way that I have a pain in the right side of my back. Some days I do not notice it while other days it comes and goes. I know in the back of my mind that there is something there which is not quite right. I could not remember where it came from or how I got it until a couple of weeks ago. The metaphor of the pain in my back is what some organizations feel like to employees and unfortunately to customers. That feeling that something is “just not right.”
All too often business owners are so involved in the day to day operations of their business that they go about their day either blind to the fact that something is just not right or they know it like the pain in my back but can’t identify where it came from. Does either of these scenarios sound like your organization?
I talk about culture a lot but in this case, it really is leadership. This is the blunt fact for you as the business owner or manager to examine and to figure out that feeling that something is not right. As I see it, there are two things that you need to do to root out the “thing” that might be a bit off with your organization.
Ask!
The business owner is supposed to be the person with the answers and solutions to whatever the problem is. Because of this mindset it is hard to ask for help. Believe me when I tell you I have been there. Taking the time to stop and to ask questions takes time away from being productive in the business. Let me be frank and say that finding out what might be off in your business or things that need to be improved will go further in helping your business and it often does equate to increased revenue!
This seems counter intuitive but by asking the questions such as what we can do better or is there products or services that would make your experience better will help understand more about your business. Ask both your customers and your employees. This inquiry goes along way. Partly because you took the time to find out but primarily because the person you are asking will feel valued and will see that you do want your organization to be better.
Doing surveys of your customer base is also helpful. This is a non-threatening way to engage people and find out areas where you can improve. It can also be a means to find out about their customer experience. My suggestion is always leaving a space for them to freely write what is on their mind. From my experience this is where most of the value for you survey comes from because people will often share in this forum what is bothering them.
Listen Deeply
When you ask a question when you are busy it is hard to listen. Again, if you are busy and always on the run you are not able to hear what a customer is saying. With so much to do in your business this again is counterintuitive but is vital to understanding the needs of your customers. It will take discipline, but I can assure you it will be worth your time to stop and look the person in the eye and deeply listen to their answers.
I’ve learned that there is a chemical and physical reaction in conversations. When you connect with another person in conversation there is a release of dopamine and oxytocin which are “feel good” chemicals that your body produces. By deeply listening these chemicals are released and there is a feeling of trust. When you ask a question, please stop and truly listen!
"In conversation there is a release of dopamine and oxytocin which are 'feel good' chemicals that your body produces."
Bonus idea – reflect!
It is hard to see beyond the immediate when you are on the hamster wheel of your business. After a season of burnout, I am convinced that taking time for self-care and sabbath are vital to healthy living and a healthy business. In his book Living Forward, Michael Hyatt states that “what gets scheduled, gets done.” I continue to see value in doing a weekly review each week and taking time to do a quarterly review as well. Schedule a yearly review to process through the previous year and to think, pray, and plan for the year ahead. You will see that life is richer and you will make more progress then you ever thought possible!
I love the idea of living your legacy today. Make each day count. That pain I mentioned in the beginning that I had in my back. That was from a fall I had which took my breath away. It had healed such that I do not notice it much anymore but every so often it rears its ugly head. There may be things in your business that you know are painful but because of the business you find yourself in and doing you do not think it matters. By taking the time to ask the questions and deeply listen to the answers you will find that you will increase revenue in your business and gain greater clarity and focus for yourself.