So, I think about relationships and leadership a lot. After all, any kind of selling – whether you’re selling to businesses or people – is really about building a relationship. Relationships are founded on milestones: your first date, taking a trip or buying your first car. Yet, relationships are forged on the moments that come in between. It’s the small things that you do such as smile a special smile, sharing a joke or opening a door, that speak to who you are and how the person with you feels when they are around you. Now, every business person today has heard from industry “experts” that loyalty is dead. Gen X and Y folks may have eight or more “banking” relationships. They don’t care about what make and model of car they drive etc. According to many, the days of loyalty are fading fast. Do you buy into that? I don’t. Take a look at your favorite sports team. Take a look at their fan base. Among that loyal fanbase – the jersey wearing face painted nation – are people of all ages. Heck, my 5 year old can recite Kobe’s stats and recently schooled me on Metta World Peace. And my house is part of the Spurs Nation. What happened there?
Now, I’m from a small town in South Dakota where you don’t lock your doors, where you know everyone (and their business) and where you go to the same store to purchase whatever you may need every time. People still wave and say hello when you coast on by. And if you burn a bridge, you probably just burned that bridge with half of the town as word spreads quickly. Every moment matters. In today’s hypercompetitive economy, technology keeps people with us all the time – kind of like that same small town. People you haven’t seen in decades “wave” as you pass by on Facebook, and one bad review or relationship turns into a thousand if not properly tended. Today, you must always be aware, providing better and faster service to improve loyalty and keep your clients happy. There are always opportunities to make magic moments each time you work with someone.