After spending 25 years in the FBI as a special agent in counterintelligence (catching spies), you learn a thing or two about dealing with people. You learn that what motivates people is not your words but your body language. You can't get someone to trust you just because you say it, you have to show it.
Actions are powerful, but they must be timely. You need to take action at the right time to let others know that you are responsible and that you care. Likewise, you must be an effective communicator, not just of the obvious, but of the nuance. And of course you must be able to observe, because nothing can be achieved without the ability to observe, decode and interpret.
This is what I learned and these lessons apply to any business person who wants to progress. These four areas, when mastered, allow the average person to compete at the highest level, they allow you to be exceptional.
- Observation
Observation is important for every profession. Observe the world around you for clues and patterns. Note the body language of your clients and clients; they will let you know, in real time, what they think of you and your product. Body language, after all, is our primary means of communication.
- Communicate effectively
This means both verbally and non-verbally. Trust, empathy and leadership are communicated non-verbally and non-verbally. Learn how to use your body language to gain respect and loyalty so you can communicate more effectively.
- The comfort of your customers and customers is paramount.
There is a “comfort dividend”, recognized only now, and it is repaid by having customers and customers who want to visit more frequently, stay longer long and increase the time spent face to face with you.
- Take action
Nothing makes a client or client feel more supported than your movement to action. Anything small, whether it's walking up to greet them or making an important phone call, lets them know you care. Even if you fail, they will know you tried.
