Today I tried to book a spa appointment for tomorrow when I am landing in another city. I called 4 different spas explaining the situation ....I would be landing at 11 am and would need an appointment after 12 noon. Here are the responses I received:
How about 9 am tomorrow?We're all booked tomorrow, how about tonight at 7?We are all booked. I can fit you in on Saturday.And finally....I can do half an hour at 10 am and the you can come back at 5 pm for the rest of the services.
What does all this have to do with leadership? I see this as the inability to listen, to be present and determine the exact needs of the customer before offering inappropriate solutions to the problems being presented. Why is this a leadership concern" the way I see it, those responding most likely re not listened to or understand what 'being present ' means because there is no clear example for them to follow. In the past I have stated that attitude reflects leadership....so do actions. The actions that are modeled for us are the actions we emulate.
Think about that next time you're in a situation where listening and truly hearing the information is required.
1 comment:
Is this why we have two ears and only one mouth? Guilty at times for not listening. Working on paying attention and clearly understanding what the other person is saying.
Good nugget Lora,
Frank
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