I’m no stranger to arrogance . . . and neither are you. All of us, from time to time, believe we know better, have “the” answer, are smarter or more important. It ‘s human nature for our ego to occasionally take over in this way. Hopefully we catch ourselves, or have good friends who point this out to us, before our behaviour becomes an alienating liability.
In business, when arrogance goes unchecked, it becomes part of the culture. I “hear” it all the time. Whether I’m prospecting or doing assessments of clients’ customer service or sales teams, I encounter the attitude of “we’re better, smarter and superior”. It’s evident in a tone of voice, a rush of words, a dismissive sigh. It says, so clearly, “Yes, you are the customer but compared to me, you aren’t very smart and it pains me to have to speak to you.”
It happens everyday and it has a direct impact on the bottom line, losing companies customers and revenue.
Recently I was told a story about a young bank manager who, when speaking to a $1.5 million client on the phone, displayed his arrogance. After the call, it took very little time for that client to move their business to another bank. And, so far, no one’s followed up with the client. Perhaps they haven’t noticed the loss of business? A prime example of arrogance as part of the culture.
Merriam-Webster defines arrogance as “an insulting way of thinking or behaving that comes from believing you are better, smarter, or more important than other people”. I have a more practical definition:
Arrogance in business is when you are so sure of yourself you no longer listen, or when you are so sure of what you think you don’t bother to ask questions.
I encourage you to pay attention this week to how you and your team are listening to your customers, prospects, even sales people contacting you with new ideas. Are you allowing arrogance to prevent you from hearing them? If so, adjust your financial forecasts, because you are losing money.
Enjoy your PhoneWork everyone!
P.S. With thanks to Scott Fasken for sending this to me, I encourage you to watch a delightful quick and funny video on today’s phone communication.
The Phone Lady On The Road
April 6 – Prospecting Workshop, GoFullSteam, Halifax, NS
April 8 – Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
April 8 – Phone Power: Best Practices for Customer Service Representatives with Wilsons Security, Halifax, NS
April 9 – Phone Skills for the Job Search, The Older Wiser Labourforce – Job Junction
April 14 – Teleconference Training, JDA Software
April 21 – Pick It Up; Make Things Happen!, Eastlink TV, Sackville, NS
April 22 – Teleconference Training, Small Business Banking | Ontario North East & Atlantic Canada| TD Business Banking
June 11 – Phone Fear to Phone Fabulous, CBDC Cumberland, Amherst, NS
June 18 – Building Relationships by Phone, Newfoundland & Labrador Association of CBDCs, Port aux Basques, NL
June 25 – Tell Me More: Increasing Sales By Asking More Questions and Staying in Touch, Arrow Construction Products, Halifax, NS
July 8 – Phone Fear to Phone Fabulous, CEED, Halifax, NS
August 11 – Phone Fear to Phone Fabulous, CEED, Halifax, NS
October 14 – Phone Fear to Phone Fabulous, CEED, Halifax, NS
November 17 – Phone Fear to Phone Fabulous, CEED, Halifax, NS