Tina Gleisner

Connecting with Your Customers

When I received this Dale Carnegie e-Newsletter (sign-up here), it made a lot of sense. The article was titled "Communicating in a Multi-generational Workplace" but I think it applies anytime we're communicating with people from a generation different than our own, i.e. our customers. You're likely to meet my friend, Carol Powis, at any of our southern NH networking meetings (this week we were both at eWomen Networking and the Portsmouth Chamber Schmooze) or e-mail her at carol.powis@dalecarnegie.com for more information about Dale Carnegie.

Today's work force is comprised of 4 generations working side-by-side. Each generation has its own unique mind-set, values, perspectives, ideas, personal experiences, priorities, ways of communicating, and tactics for getting things done. To work well with all of these distinct generations - the Veterans, Boomers, Gen X and Gen Y, you must learn the skills necessary to communicate effectively which also includes how you listen to them (end of article).

Communicating with Veterans: They want to be trusted and kept in the loop. Keep them up to date on the company and the current projects and initiatives. It's important to articulate how they can contribute to the long-term strategic goals. They enjoy a personal approach vs e-mail, voice mail and faxes. For incentives, traditional rewards are the best motivators.

• Build trust through inclusive language (we, us)
• A manager's word is gospel. Make sure your words and body language are congruent
• Use formal language
• Don't expect them to share their thoughts until trust is built
• Don't waste their time; they have a job to do
• Face-to-face or written communications is received best ...  this point helps me understand that a good mix of letters vs postcards will work better as a direct marketing strategy

Communicating with Boomers:  They want to be treated as unique and enjoy being given public recognition. They want to be involved in decisions, and they like a collaborative and consensual environment. They have a strong work ethic, are willing to work long hours, and thrive on  opportunities to prove themselves (wow, this is so true it's scary).

• Speak in an open and direct style with plenty of body language
• Answer questions frankly and thoroughly, and expect to be pressed for details
• Do not use controlling, manipulative language
• Ask for or provide options to demonstrate flexibility in your thinking
• Use face-to-face or electronic communication.

Communication with Gen Xs: They want freedom from traditional practices. Give them the elbow room to be creative in the way in which they accomplish their tasks and goals. They want to handle multiple projects and enjoy prioritizing these projects themselves so they feel in control of their work. This group is eager for opportunities to learn new skills so move these employees into new situations and provide variety.  Constructive feedback works well. Make them feel like insiders. 

• Learn their language and speak it
• Provide opportunities for growth and development
• Be brief and concise to hold their attention
• Use a direct style to present the facts
• Challenge them and ask them for their input
• Share more information with them immediately and often
• Use an informal communication style
• Listen and show respect for their opinion
• Use e-mail as your primary communication tool.

Communicating with Gen Ys: They want to understand what's in it for them. Their personal goals are their priorities so learn what they are and try to weave them into the job.

• Let words paint visual pictures to inspire, motivate and keep them focused. Use action verbs to challenge them
• Don't be condescending; show respect through your language and they will respect you
• Constantly seek their feedback
• Use humor
• Encourage them to think out of the box and challenge them to explore new paths or options.
• Use e-mail and voice mail as primary communication tools.

Cross Generational Listening Principles:

• Maintain eye contact with the person
• Be sensitive to what is not being said. Observe body language for incongruent messages. Practice patience. Do not interrupt, finish the speaker's sentence or change the subject
• Listen to learn. Pretend there will be a quiz at the end of the speaker's sentence
• Clarify any uncertainties after the person has spoken. Make sure you understood what was said by rephrasing what you heard
• Don't jump to conclusions or make assumptions. Keep an open and accepting attitude
• Practice pure listening. Remove all distractions and minimize internal and external filters
• Turn off your mind and "be with" the speaker. Try to see things from his or her perspective.

 

OK to Ask for Help and Sharing PR Opportunities

Noone will ever have enough time to do everything they want or more important, need to do! So whatever you do, why not try to double the value and make up for the things you won't get done?

When I started this blog more than a year ago, I didn't realize how helpful it would be to learn "writing for the public." I'm now much more likely to take 30 minutes to respond to PR opportunities where previously I would have agonized for days, even weeks, until the opportunity passed me by.

Here's the "holiday hint" I submitted to Portsmouth Magazine. I didn't just talk about me (not even sure I'll get published, or if I do, that my business will be mentioned) but talked about myself and a peer business owner. If we each try to promote at least one other business each time we do something, others will start to promote our business and we'll all benefit.

As a small business owner, finding time for personal projects is always challenging. During the holidays there's a fine balance between personal time and helping your customers. Last year I realized it was okay to ask for help so I could enjoy the holidays more.

I enjoyed working with Jennifer Myers, Jennifer Myers Interiors, when staging my Portsmouth home for sale (we closed March '07). We have similar tastes and I always liked her ideas so we talked about a theme / color scheme for my new condo and we both picked up decorations for several weeks (the easy part). While I was traveling over the Thanksgiving holidays, Jennifer came and decorated my condo!

It was one of the best holiday gifts I received last year. I was able to relax and enjoy my tree for an entire month and there was never any pressure to find time to decorate myself. Each night during this busy season I would put the lights on for at least 15 minutes and relax at the end of a busy day. I learned first hand how wonderful the gift of time can be.

When I realized how easy it was to write as a business owner, yet write about a peer business owner, I knew I needed to share this story. It's also easier to write about others than yourself ... so why don't you try promoting your business by talking about a shared experience!

PS Jennifer and I (My Handyman) are members of 4 Walls ONE Roof, a network of women business owners providing products and services for the home.