It’s obvious there is a disconnect with people. It’s obvious there is strife, distrust, anger, and unwarranted judgment. You simply have to turn on the news to hear about the bombing between religious extremist groups, the school shooting that came “out of nowhere”, the home-grown terrorist that rammed a vehicle into a crowd of protestors.
These stories breed fear, divisiveness, and angst. Our reactions, try as we might to avoid it, often are that we withdraw into the comfort of our own bubbles. We interact with just our family, friends, coworkers, people at the gym.
Look around yourself. How many friends do you have that don’t look like you, don’t think like you? This self-inventory is not intended to make you feel guilty, just to increase your awareness. It’s true for my husband and myself. We don’t have too many friends that aren’t white.
When was the last time you smiled at a stranger or said hello to someone you didn’t know on your morning walk? Truth is, most of the time they’re avoiding your eye contact and keeping to themselves.
What happens if we continue this same behavior? We breed more fear. We breed more division. Mistrust. We can be used as pawns by people who feed our fears and prey on our mistrust.
We have to turn the tide of suspicion and fear. It has a bad ending.
(Doesn’t this guy, left, look like a game changer to you?? I think he nails it.)
What does this have to do with small business, Customer Experience, or entrepreneurs?
Change must begin here.
Whether you realize it or not:
“Business owners are in a mighty powerful position to implement change within our society.”
Your employees are in the perfect position to break down barriers, one at a time. The customers that come to your place of business are many and they’re varied. They have different backgrounds, ethnicity, race, religion, and yes, even differing political beliefs.
Small businesses can have a great impact on society.
To begin breaking down barriers of “difference” and to start embracing (not literally – ha!) one another and not being fearful of those who don’t look like us or talk like us, employees begin by ‘seeing’ one another.
‘Seeing’ is laying foundation to creating the ultimate Customer Experience.
When one feels seen, walls of fear and mistrust start to dissipate. Kindness, understanding, and empathy can creep in.
Here’s how to train your team, beginning with Step One. (Next week’s blog)
“. . . people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou
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Grow your business through creating excellent Customer Experiences.