flirting with your customers -final-agile2011 ppt · joyof work •job happiness= relationships+...
TRANSCRIPT
Flirting With Your Customers
Jenni Jepsen
@jenniindk
www.goagile.dk
respect
communicationcommunication
courage
trust
The power of human touch
Maslow’s Hierarchy of Needs
Self-
actual-
ization
Self-realization
Self-esteemSelf-esteem
Love and belonging
Security
Physiological
Joy of Work
• Job happiness = relationships + perceived results
• By relating our work to the value we add, we are
more motivated
• Studies show that happy employees are more
innovative, more loyal and perform better
• � job happiness 20% : � profit 40%
”Flirting” creates value
introverts
extraverts
1. Radar
Acknowledge the importance
of engaging your customer.
2. Target
Determine who
you need to
connect with.
3. Move in
Show and prove
your interest in
their
perspectives.
Move in…
• Work with the people at your table.
• Look around the room and decide as a group which
person (who is not in your group) you would like to
”move in” on.”move in” on.
• In your group, very secretly, discuss strategies about
how you would move in on that person.
• What’s your ”opening line?”
• You have 5 minutes.
4. Back off a little
Stand back and see
what happens.
5. Open up
Share more.
Open up…
• When the music starts, raise your hand
in the air.
• Look around the room and find one person
whom you do NOT know to partner with.whom you do NOT know to partner with.
• When you’ve found your partner, put your
hand down.
• Ask your partner about a childhood
experience. It could be:
�Who influenced you most as a child?
Open up…
�What was the most significant challenge in your
childhood?
�Where did you grow up?
• You have 2 minutes each to share. When the
bell rings, switch and let your partner share.
6. Dance
Go out and have some fun.
7. Get real
Work through a
crisis together.
8. Enjoy
Enjoy the
relationship
you’ve
established.
1. RADAR
Acknowledge importance of engaging the customer. / Be aware that you want to connect.
2. TARGET
Find the power in the organization. / Determine who you want to connect with.
3. MOVE IN
Show and prove your interest in their perspectives. / Show openness and interest.
4. BACK OFF A LITTLE
8 Steps to Flirting With Your Customers:
4. BACK OFF A LITTLE
Stand back and see what happens. / Let the other have a chance to show that they are interested.
5. OPEN UP
Share more. / Be open.
6. DANCE
Go out with the customer. / Have some fun.
7. GET REAL
Work through a crisis together. / Get real with the one you’re connecting with.
8. ENJOY
Enjoy the relationship. / Take advantage of the mutual desire to be together.
Suggested reading
”Flirting with your customers,” InfoQ, Nov. 09
http://www.infoq.com/articles/flirting-with-customer
The Charisma Effect, How to Make a Powerful and Lasting
Impression, Leigh
Crucial Conversations, Patterson, Grenny, McMillan, Switzler
Law of Connection,The Science of Creeating Ideal Personal and
Professional Relationships, Losier
@jenniindk
Made to Stick, Heath & Heath
Patterns of Customer Interactions, Rising
Nonviolent Communication, A Language of Life, Rosenberg
Positivity, Frederickson
www.goagile.dk