“A lack of compassion can be as vulgar as an excess of tears.”
Among the many “zingers” that Dame Maggie Smith gets to deliver on Downton Abbey, this one captured my full attention. It speaks directly to one of our most important communication skills on the phone – and in life.
Compassion is our ability to think and feel beyond ourselves; to set aside our opinions, needs and situation to focus on that of the other – our customer, our prospect. Compassion can also be described as empathy, fellow feeling, care, concern, sensitivity, warmth, kindness and humanity.
The world vulgar (which is not a word we encounter very often today) means “a lack of perception” or “common behaviour” or “offensive”.
When we aren’t compassionate about our customers’ experience of our company and the service we provide, or about our prospects’ busy schedules and their need for us to be clear and precise, we illustrate our inability to understand their needs. Instead of delivering what is excellent or unique, we deliver what is common, what is easily available from everyone else. And, in some cases, our lack of compassion offends our audience, sending them to our competition or in search of a whole new way of getting what they need.
Excellent communication includes compassion. When you take the time to learn more about your customers and prospects, and respond to what you learn, they will experience your warmth and care. The service you provide will be experienced as both excellent and unique. Customers and prospects will be inspired to stay connected with you – and they’ll want share their experience with others.
Enjoy your PhoneWork everyone!