SHIFTING INTO NEUTRAL
This shift to understanding the concept of neutral is key to our approach to change. Let’s say you work with certain customer segments that might not characterize you as the nicest person around. Let’s take it further and say that you decide you want to change that perception. You decide, “I need to be nicer; I’m tired of all the tension.”
What Should You Do?
For most people, a behavior change like this is a pretty tough process, and it calls for a long list of positive actions. Think about it: You have to start complimenting people, saying “please” and “thank you,” noticing and commenting on things you feel are important to them, perhaps listening to your customers more effectively and patiently, maybe addressing them with ...
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