I SEE YOU

There’s no doubt that the movie Avatar has captured the imagination of millions. So what does a Hollywood film have to do with business owners? Three words: I SEE YOU. In the movie, Neytiri of Pandora looks straight into Sully’s eyes and says to him, “I see you.” Three simple words, yet such profound meaning. Now think about that for a moment. Imagine taking the time to say that to our customers, our vendors, our employees, our subscribers, and our partners.  My observations and life experiences lead me to believe that people have a desire to be acknowledged and treated with dignity and respect. Once you understand that, then you are in a position to better SERVE the people around you whether it be employees or customers. I realize that sounds so obvious, but I am amazed at how oftentimes, businesses just don’t seem to care. By saying, I see you, Neytiri  acknowledged Sully, she validated him, and she showed him that she cared.

I see you means so much more than its literal connotation. It means:

• I am listening to you, Partners, Affiliates and Vendors
• I understand your needs and wants Mrs. Customer
• How can I empower you, Employees
• How can I help you Fans, Followers, Friends
• How can I support you, Subscribers to my blog
• What can I do to serve you, Database of Prospective Buyers
• How can I thank you, Donors

I See You is about the Platinum Rule

Ultimately, I see you means, I am here for you . I care about you. It’s about understanding the needs and wants of the people around you. I see you is more than the Golden Rule — Treat Others the way YOU want to be treated. I see you is about the Platinum Rule — Treat others the way THEY want to be treated. Now, you might say that giving everyone the customized attention and care of the Platinum Rule is not cost effective or realistic, but what I would encourage you to think about is how you can better understand the people around you that help make your business successful.  It’s a known fact that people do business with people who they know, like, and trust.  What are you doing to see the people around you so that they rave about your products and services and refer more business your way? How are you showing them that you care? If you are having a hard time answering these questions, then it’s time to ask them whether it be your employees or customers. I recommend using survey monkey, an online survey tool. By surveying your team, customers, etc., you will get the feedback you need to guide you in the right direction. Lastly, unfortunately, this lack of caring does not seem to discriminate, whether it be big business or small business. Here is a perfect example of someone who felt like his airline did not “See Him.”

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Gourmet Food and Wine Tasting

A little over two years ago, I organized a charity fundraiser in my community for children in the foster care system. It was a gourmet food and wine tasting event along with a live and silent auction. The goal was to raise over $100,000.00. Anyone who has ever spearheaded a fundraiser, knows how labor-intensive they are even with hundreds of volunteers. One day, I called on a local French restaurant, Le Bilig and asked the chef if  he would be willing to donate a cooking demonstration class that would be auctioned off during the live auction. He graciously agreed and then signed off on all the paper work that committed him to the cause. The terms stated that the donation was valid for one year. Most donation packages have an expiration date.

Goodwill

Fast forward two years and three months later; I get an e-mail from the high bidder of the French cooking demonstration. She told me that she had never “gotten around” to scheduling the cooking class, which was for twelve people and was hoping she could redeem it now. I then offered to contact the restaurant on her behalf. I spoke to the co-owner, Monica (wife of the chef) and explained to her that I realized the donation had long expired and understood if they said no due to the current state of the economy.  She then shared a short story with me about how she herself had once been the winner of a live auction travel package to Mexico and it too had expired. (She had been pregnant and could not fly.) The donors had denied her request to extend it. She said she remembered having ill feelings about the incident and the way it was handled and therefore, did not want the person making the request of her to feel the same. She then agreed to honor the request being made of her on behalf of her chef husband and restaurant.  Now that is what I call over-delivering! It is no wonder that this little family-owned French Bistro is still in business while many restaurants and businesses are closing shop.  Bottom line? Le Bilig Kitchen CARES! Isn’t that what everyone wants from someone they do business with? They want them to care. Period. That small gesture, which was just a ripple, is going to turn into a tidal wave because of all the goodwill she has now created. That’s a lot of goodwill going around during a time when it is very easy to have a scarcity mentality. Another word that comes to mind is ABUNDANCE. I dislike the overuse of a word and abundance seems to be one of those words that is over used a lot lately, but Monica was definitely coming from a place of abundance.

How Do Your Customers Know You Care?

How are you over-delivering with your customers?  Are you coming from a place of abundance or scarcity?  Are you doing things in your business that will make others talk about your business and create buzz in a positive way? What kind of goodwill are you creating for your customers so that they can go out and refer more business your way? I believe there is a time when small business owners should definitely NOT over-deliver, but I will save that for another blog post soon.

By the way, we exceeded our goal of raising $100,000.00 and were able to place over 20 children in permanent family homes on behalf of Sierra Forever Families.