Client Interactions Motivator

The speaker discusses the disconnect between the ideal client interaction and the motivators of the person being coached. They suggest using metrics like Net Promoter Score and customer service metrics to measure improvement. By understanding people's motivators and tying them to the present-day improvement areas, emotional change can be created. It is important to avoid a defensive stance when dealing with customers and instead focus on meeting their needs to achieve personal goals and improve overall performance. When you think about the client interaction, the ideal client interaction, and then you think about the motivator of the person that you're coaching or the people that you're coaching, they seem really distant from each other, yet they don't have to be. And I always go back to, you know, one of the great rating tools out there is the Net Promoter Score. And I think about using something like that. If you have something that in where you're measuring people's customer service metrics or their KPIs, I go back to those things and say, you know what, Gary, assuming that your numbers go up, and assuming that you're really performing and you're driving this ideal client interaction, and we notice this huge improvement, how do you think that will serve you well specific to, and then fill in the blank with their goal? See, I think when we find out what people's motivators are, when we find out where they want to end up, where they want to go, what they want to be doing, and we tie it into the present day required improvement areas, or opportunities for improvement, doesn't always mean it's negative, it's an opportunity for them to create that emotional change. See, a lot of times when we do a job and we're dealing with customers, sometimes it depends on the organization, yet sometimes we can get lulled into this defensive stance. What I mean by a defensive stance is, we're receiving requests from customers, some are angry, some are happy, and we have to navigate and we have to think well on our feet, yet when we're in the moment, we typically don't think, geez, this guy's really upset. Boy, if I make this guy happy, this will help me get my promotion. Those teams seem pretty far from each other, right? Yet high level, if we can tie it back to the expectations of the ideal client interaction, and what motivates that person and where they want to go and what they want to do, their improvement will dramatically improve.