I have been extremely fortunate in my personal and working life to have been taught some very important core values which I carry with me now. Two values, in particular, stand out. The values of relationships and communication (which includes both verbal and non-verbal communication) play an important role when meeting people for the first time.
Thankfully, these values have aligned very much with the Roberts & Cowling mission of “fostering meaningful and lasting relationships”. Recently, over the space of a couple of hours, I was able to see how these varying qualities being displayed by different people were a combination of the good, the bad and the ugly.
One Saturday afternoon, I was spending my usual afternoon at cricket, we unfortunately had a spell of wet weather which required us to vacate the field. Unfortunately, in leaving the field a few of the opposition players had a couple of unsavoury words to say to my teams’ skipper. As a player I personally thought these were unwarranted and as a consequence it has left a poor impression those people in my mind. As things escalated my skipper was able to utilise his relationships and communicate with the opposition captain (whom he had a good relationship with) to de-escalate situation. In situations like this, using good relationships becomes invaluable to de-escalating bad situations.
My second experience was later that night. I had gone with my partner to Octoberfest with a group of her friends, some of whom I had met before. Upon my arrival I went up and said hello and to see how everyone was. A couple of individuals were far from conversive and anyone watching would have thought they were pretty rude. Due to the poor communication and management of our relationships it left a rather unsavoury taste in my partners mouth who upon our departure spoke of her embarrassment at what transpired.
These two different experiences highlighted the importance of my two core values. However, it also drove home the importance of making a good first impression whether that is in your verbal or non-verbal communication. The old saying of never judging a book by its cover may be great in theory, however in business that first impression can be the difference between getting a chance to build that relationship and getting a customer through the door to communicate how good your product really is.
Our team is big on why we are doing things the way they are being done, but sometimes the what can be just as important; especially in getting to those two core ideologies.
What does your business look like ?