Customer Relationships – Do Yours Mature And Adapt?
One of the things that separates people from most machines and systems is their ability to adapt their interactions as the relationship matures.
A tough-as-nails 61 year old grandfather who supervises workers on an oil rig in North Dakota’s Bakken adapts his communication to the recipient when training a new guy to stay alive on the rig, and does so again when chatting with his three year old granddaughter about her Hello Kitty outfit via a Skype video call.
He doesn’t coo at a young buck and he doesn’t growl at his granddaughter. He adapts. It’s common sense.
Our systems, processes and communications don’t do enough of this.