Today’s newsletter is called “The Encounter Habit.” Here’s the rub: Relationship-building encounters are the most important products you produce, every day. At any moment during a customer interaction, monitor how well things are going, and be alert and ready to improve the encounter. It can be done!
Pay attention! Be alert! At any point in time, you can turn a customer interaction into a relationship-building encounter, and avoid having it devolve into a relationship-eroding transaction.
I’ve just landed at Charles De Gaulle airport in Paris, from where I will fly to Mauritius later today, landing early tomorrow morning. Continuing my theme from my “Pain is Inevitable, Suffering is Optional” post at the beginning of this 17-day odyssey, I successfully managed not to let United Airlines’ silliness upset my travel peace of mind, even during the O’Hare check-in process that required two lines, one for checking in and one for checking passports. (Could have been the “Not” example in an Industrial Engineering 101 class. )
I know it’s strange, but I really like these transition days in Europe … somewhat serene from too little sleep, ready for a new adventure. Check out my “Warsaw Walking Yoga with Joni Mitchell” video blog from last summer. Regrettably, I don’t have enough time before my next flight to go into Paris for a few hours, so I’ll have to find something interesting in the airport. Hey, I might even have a chance to practice the Encounter Habit.
(Post update 8:30AM Mauritius Time, Wednesday, 11:30PM Chicago time, Tuesday: Just arrived in Mauritius. Beautiful suite at Le Meridien’s resort, overlooking the Indian Ocean on the north shore of the island. After a zillion hours on airplanes I should sleep, but I need to go outside. Finally got to meet my friend, client and host, Kiran Dinaran of Multievents, in person, after months of Skype and email. Looking forward to a great couple of days here.)