Aug/Sept 2008 – Communication


Since the start of time, man has used some form of communication to get tasks completed. With thousands of years of practice and experience you would think that we homo sapiens would have perfected the art of communication by now. Unfortunately, this is far from the norm in today’s business world. More often than not, we assume customers can read our minds. We make assumptions that our customers know what is expected, have all the knowledge we have, and are even able to tell what we truly think of them. These assumptions eventually cause problems with our business to business (B2B) relationships.

Good communicators know that communicating is a two way street and that both lanes need to stay open. I remind myself to keep both lanes open with a simple formula that I have posted by my phone from reading an article by Chip Lutz:
“Q2L + S2S + S2A = GR8 COMMS.” Translated: Quick to Listen plus Slow to Speak plus Slow to Anger equals Great Communication. This equation helps Case Receivable Management Inc to be constructively engaged in discussions with its client’s customers in order to find solutions to recover past due accounts. I am sure it will work the same for you. Write it down, post it, and practice it daily. You’ll be surprised how much of a difference it will make in your relationships with your customers, suppliers, staff, and loved ones.
From Canadian educator & hierarchiologist Dr. Laurence J. Peter (1919-1990): "Speak when you are angry – and you'll make the best speech you'll ever regret."

…Some food for thought. Don't regret.