It’s Just Easier to Say Things You Don’t Mean.
What you say matters.
What you say (and mean) matters more.
- Just because you have a recording that says my call is important to you doesn't mean that I really believe you when I am still holding five minutes later.
- Just because you give me factoids about your business every 20 seconds to distract me from the fact that I'm still on hold doesn't mean that I don't notice that I am on hold.
- Just because you tell me "it's going to be OK" when you finally pick up the phone after leaving my on hold doesn't mean you'll be a part of making that true.
You're lying to me.
And you may not even realize it at the time, but (sadly) it's true.
It's just easier to say things you don't mean.
It's easier to not say that you:
- screwed up,
- made a mistake, or
- are sorry for disappointing me.
It's way easier.
Heck, it requires just about no emotional or physical effort at all.
You don't have :
- to examine your intentions,
- change your attitude,
- learn new skills, or
- invest in a relationship.
You just say a few lines out of a customer service handbook.
In fact, you don't even need to commit anything to memory or think like another human being. You can just read words from your screen.
And not mean anything.
But if you want more.
- If you want a relationship with your customers, prospects, and the community around you.
- If you want to be vulnerable to attempt something big enough to change the world.
- If you want real impact, powerful conversations, and trust.
If that's what you want.
Then it's time to mean what you say.