Building the road with hope and positivity

Posted by Joseph Michelli, Ph.D. on January 18, 2011

0 comments | 1499 reads

Half full or Half Empty?

A new Gallup poll suggests optimists outnumber pessimists 2 to 1 – at least when it comes to expectations for the US economy in 2011. Given that data, I have a series of questions for you and your company:

Do you share optimism for 2011?

If so, how are you infusing that optimism into the experiences you create for your clients and customers?

If not, how is your view affecting the way you or your business connect with customers?

Gallup’s results give a clear sign that it is time to talk to our teams about the importance of positivity. The messages our staff communicate on the sales floor, telephone, or even in blog posts affects consumer confidence or wariness.

There’s nothing like a negative sales person to make you reconsider the wisdom of making a purchase or the disheartening effect of business experts warning us about the next big challenge to economic stability.

Lin Yutang once wrote that “Hope is like a road in the country; there was never a road, but when many people walk on it, the road comes into existence.” Whether the economy recovers or not is for greater minds than mine to contemplate. All I know is that if I don’t send out messages of hope, the road to recovery may be harder for my customers to find.

Your thoughts?

Joseph Michelli, Ph.D.

Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.

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