Do you have zombie syndrome? Symptoms consist of just going through the motions, and not listening or caring about your clients’ needs.
Are we so busy in our lives – going a mile a minute – that we have lost the human ability to empathize? I hope not, but sometimes I get nervous that in business we are going so fast- that when a client or company communicates something to us – do we just go thru the motions like the walking dead, and not take a step back and really HEAR what they are saying and potentially EMPATHIZE with them – so we can better meet their needs?
I had it just happen to me at a global bank -I told two employees about how much I loved their bank and how I was so disappointed I had to move banking institutions for one reason only – (never telling them it was due to the lack of presence in a particular state I needed to do a lot of business etc etc.) And they just sat there and nodded. And I walked away thinking – do you REALLY care?
Would you not ask me one question of why I am moving? I just conveyed to them I had to move majority of my banking after 25+ years with them! Its like nothing resonated with them. I felt like I was talking to two zombies who are just “going through the motions.”
I relate it back – if I am a CEO of this bank- I want to have employees who truly CARE – why are our customers leaving us? Maybe its preventable, maybe its not. In this case it was not but- SHOW ME YOU CARE!