Effective Communication.

I reproduce a heartwarming story that I received today in a forward. Unfortunately the author’s name is not available but the story is worth sharing with as many people as possible for its message.

It does not take a great deal of analysis to see the effectiveness of good communication. This is just an unusual story to highlight the importance of effective communication. I have included the last paragraph as I received it and have included my comments here before the story begins.

“A blind boy sat on the steps of a building with a hat by his feet. He held up a sign that said: “I am blind, please help.” There were only a few coins in the hat.

A man was walking by. He took a few coins from his pocket and dropped them into the hat. He then took the sign, turned it around, and wrote some words. He put the sign back so that everyone who walked by would see the new words.

Soon the hat began to fill up. A lot more people were giving money to the blind boy. That afternoon the man who had changed the sign came to see how things were. The boy recognized his footsteps and asked, “Were you the one who changed my sign this morning? What did you write?”

The man said, “I only wrote the truth. I said what you said but in a different way.”

What he had written was: “Today is a beautiful day and I cannot see it.”

Do you think the first sign and the second sign were saying the same thing?

Of course both signs told people the boy was blind. But the first sign simply said the boy was blind. The second sign told people they were so lucky that they were not blind. Should we be surprised that the second sign was more effective?

Moral of the Story: Be thankful for what you have. Be creative. Be innovative. Think differently and positively.”

Customer Service – Communication

We left off the subject with the power of communication overriding all the other aspects of this particular transaction in making a customer totally satisfied.

I offer you two possible scenarios for the very first transaction.

1. “What sort of a publishing house do you run? A book that has been reviewed well by a leading newspaper of the country is not available in any bookshop here? Can you do something about it?”

2. “Good morning. I wonder if I can trouble you with a small problem. I have not been able to source a book, published by you, that has received a favourable review this morning in the newspapers. Will you be able to help?”

Which do you think will work better? Who is now extending service to whom? Is there something that we can learn from these two approaches vis-à-vis customer service?