So, I determined that I should improve my multitasking skills to increase my performance at work, and found out some interesting info on the subject. First, a disclaimer:  We all should know to first consider our source when incorporating new info, and I will admit, I have not spent much time researching this topic.  Much of it has come from the internet, and I have not taken the time to reference every point with footnotes. However, when the writings start to become redundant, I start to think maybe I have the gist of it. 

Some research indicates multitasking is really a misnomer and commonly misunderstood. It may be that our brain actually only processes one topic at a time, but just like a computer, it can switch between topics so fast, we don’t notice the switch. The speed at which one does this switching may be what we consider to be the skill at multitasking. Please note my retweets on related topics, for support. 

It seems that those who grew up playing real time interactive video games and instant messaging, while listening to music and doing homework, may have developed this skill beyond those that did not.  It is certainly seems to be a skill that appears to help us at work, and in daily life. In order to increase this skill, some recommend playing video games, such as the popular combat games, although there are many others you can look up for free on the net. This all sounds good, but it comes at a price.  Studies have shown that we can speed up our ability to switch between tasks, but, the quality and accuracy of the work often suffers. According to some studies, it is the ability to focus on one task to completion that has proven to be the most efficient way to work in the long run. The end result is more tasks are done with higher quality, than when trying to do then doing them all at the same time.  Obviously, there is great variation between individuals. But at some point, the quality will decrease.  I plan on using some of these “games” to increase my process switching capabilities, as this will help in my job.  So, while I will seek to do more, faster, I will try to remember to keep the pace under control, within my capabilities; so the quality of what I do does not slip.

We have to face reality.  The competitive marketplace demands more work in less time.  We have to speed it up to keep up, but with no let up in quality.

I once expressed a little frustration to a manager about a particular sale I pitched to a potential customer. I felt I had presented an irrefutable case in favor of my product, but the customer just could not accept the logic, no matter how many angles I used, or analogies I made.  It was clearly a product 4x better than what they currently had, yet they could offer no viable explanation to why they wouldn’t switch.  My manager said “Randy, 10% of the people out there reserve the right to remain ignorant.”  I always remembered that quote because experience seemed to bear it out.

However, I now think there are ways of educating and turning even the thickest of the thick.  Everyone seems to have a button. Everyone seems to have some source of information that they will believe. Everyone has something that will get through to them. I have learned to listen more closely for any of the clues.  The easiest ones to figure out are the angry ones.  They will help you out by expressing themselves quite loudly.  If you don’t let your feelings get hurt, you can recognize this as a good opportunity to hear what the problem is.  Then, you can quickly fix the person, then get around to fixing the problem.  The more difficult ones are those passive aggressive types who make snide comments which feel like they are just trying to frazzle you.  It is just their way of expressing their issues, albeit in a roundabout way.  Don’t take it personally, if you show them you are willing to be patient, they will eventually come around.  Eventually they will share their issues, giving you a change to fix them and then move forward. 

The toughest are actually the happy sounding ones.  Always be careful, they may sound very happy with you and your company, but there may be an nasty little attitude hiding under that pleasant demeanor that will come springing out if you trigger it by saying the wrong thing. They are toughest, because their problem is often based in reality, and they may be entirely justified. Watch for those, be careful to remain completely professional at all times, and over time and experience, they will eventually see that you are OK. They will see through a “snow job” quite easily as they often expect it, and are looking for any signs of it.  Don’t underestimate anyone. They may still harbor grudges against your company, but at least they will deal with you.  And after dealing with you as you deliver exemplary service, their impressions of your company will improve. 

On the other hand, their are those out there who sound as if they are unhappy with everything, when actually they may surprise you with a terrific compliment after you deal with them.  That’s the old horse trader in them. It’s just their negotiation tactic. If you go above and beyond for them, they will be your greatest proponents.  They are often proud of their tough, discerning business dealings,  and they will be the most likely to tell others about you.

What’s in a word?  EVERYTHING.

Let’s take one example. I learned this from one of my customers during a negotiation.

As we were politely arguing our positions, I noticed that he kept using the word “and” where one might usually expect the word “but” to be used.

Instead of: “Yes, BUT, I think this is the way it is.”

Try: “Yes, AND, I think this is the way it is.”

When the word “BUT” is heard, it cues us into the upcoming contradiction we expect to hear, which tends to put us more on the defensive.  The other party will sense this defensiveness, and will it lead to problems. 

Hear how much softer the word “and” is in that context? Hear how it almost sounds as if you are in agreement? Hear how the feeling it imparts is one of cooperation, of respect, of open communication?  The words that follow can still be the same as you may have uttered after the word “BUT”, however those words are now couched in a lighter context.  This use of this one little word in a different usage, will change the overall tone of the discussion into a much more productive outcome.

And by the way, that customer had his way with me, in that negotiation. 

Now, try that one yourself, it is a lot harder to do than it sounds.  You will have to practice.

So, your customer seems upset about something.  You don’t know what, and they may not tell you.  Regardless of what it is, just calmly apologize for the situation.  You are not taking blame for it, nor being defensive.  You are just genuinely sorry that they are feeling this way.  (You may have to keep apologizing until they calm down enough to start having a reasonable conversation. In fact, their feeling may not have anything to do with you, your company, or the business at hand.)

But, if they are upset at your company, or something that has happened previously; your best bet is to acknowledge their feelings: “I hear you” or “let me understand this”. 

Then validate their feelings:  “That seems reasonable to me”  or “I might feel the same way”.  

They will now see that you are not going to fight with them, and they will relax.

Then you can patiently let them speak their mind. They will feel relieved, and you can now start to talk with them.  Calm them further by using a deep tone and easy going manner.  Now you have turned them 90 degrees, the hardest part. 

Now discuss the issue without judgement, and without rushing to a solution or conclusion.  They may find the answer themselves, which is your easiest conclusion.  If not, just guide them towards the answer gently.  Remember that now is the time to communicate what you wanted to communicate earlier in the conversation.  Now their mind is open and willing to freely exchange ideas.  Never forget that you want them to communicate openly.  You want to hear the bad and the good, because you will learn from them, and therefore hone your skills for your next customer.  If you are lucky they may critique you.  If they do: LISTEN.  Right or wrong doesn’t matter, you are dealing with perception here. 

How do you thrill your customers? 

Simply put, you must give them a better experience than they expected.

How do you do that?

It is easy if the customer comes to you with a history of unpleasant experiences, you simply do a good job for them, and they will feel good about it.

But, what if they come to you with a history of good experiences, or where they have talked their way into getting more than they are due from the transaction?

There certainly are those people out there that believe they can get more for their money, or more out of you than others, simply by insisting, and demanding, and going “over  your head”. (Never allow them to think that you are not authorized or able to resolve their issues).

How to delight them?  Simple.  Give them more than they wanted. If they ask for one thing, give them two, if they want it quickly, give it immediately.  Shame them by overwhelming them with kindness, and they will come around.  Why?  Because they are used to fighting, arguing, badgering, and cajoling with people for want they want. They will insult you, try to intimidate you with rudeness, all in hopes of taking control of the transaction.  If you do not contradict them, and do not take a firm position on anything initially, they can not pin you down. You have to get the emotions out of the conversation. Or, if the customer only lives in a purely emotional world, you will have to give them the impression that you are with them in their state of mind. Do not even try to transact the business before you have them calmed down, and feeling that you are their ally.

It is often talked about, but never really explained how you do this. We have heard “fix the person, then fix the problem”, but how is that accomplished? We will talk about how to do that in the next blog.