Earlier today as I was leaving the partner business where I’d spent the last two days, I stopped to say goodbye to Betty, the woman at the front desk.
I started with a smile, and then thanked Betty for her help over the last year tracking down invoices and payments.
Betty smiled back, and said, “Thank you, Jim. Travel home safely.”
That was it: Thirty seconds to humanize the interactions we have had over the past year.
Now, we both know the person we email and fax a little better.
For a small business, collecting money can be difficult. The edge you have on the big guys is that you can humanize the process.
I learned a long time ago that the velocity of money in a small business can make you or break you. If those smiles and thank yous I spread around gain me even 10 or 15 days in the receivables report – well, trust me that’s big money for any business.
Jim,
I have to agree with you. Being human is key and taking that extra time to talk to people either 30 seconds or 5 minutes can mean a world of difference when you need to get a hold of someone.
best regards,
Raul
Raul,
I know the extra time is not something that everyone agrees with but for me it works. I’m all about doing business with people I like, respect and trust. I’ve done it the other way and it just turns out to be too much like work. 🙂
Jim
I worked at KPMG LLP in Manhattan spending that extra time with the Security guard downstairs made the CEO of KPMG Know me on a first name basis since he was one of the only few in the huge building to stop and talk to the security guard like I use to do every morning…
It was actually funny how many people tried to get the CEO’s attention and just because I had time for everyone the CEO always had time for me.
At the end of the day isn’t every business a people business?
Totally agree. Amazing how far you can get with just being nice and smiling. So basic, but often overlooked. Plus, it’s just the right thing to do. Be nice! : )
Tim,
Nice is either amazingly easy or – depending upon the day you are having – amazingly different.
Jim
Jim, at an educational seminar I went to years ago, a businessman spoke about an interview he had with a potential employee. This guy had the job in the bag. That is until he drop a piece of paper and the interviewer picked it up for him. This person did not say thank you. He did not get the job. The person telling the story stated that he could teach anyone the skills they would need, He could not teach what comes from the heart. If this person had simply said “thank you” he would have had the job. He also never learned why he did not get the job. Your point is very big.
Wow! – powerful story about the importance of basic human kindness.