How we communicate in business and in life determines the results we get.
As leaders, it’s our job to ensure that we train our teams to support them to do their work.
This week I found myself reflecting on some communication I experienced with a property officer.
As we prepare to move out, ready for our next big adventure in our motorhome, I asked if we needed to do anything to apply for our bond. We had been leasing premises in Newcastle since our return from the USA because we still had a goal of travelling.
I was stunned at the response I received. “No, we will release the bond to you once we are happy with the property.”
Wow! I reacted to this. Am I being too sensitive?
On another occasion she informed me that I had to ensure that when she came to do the final inspection, that the property had to be brought back to the condition that it was in when we moved in.
“Really. Excuse me.”
I couldn’t believe I was hearing this.
I felt like I was being treated like someone who had trashed the house.
Was it lack of care on her part, or lack of training?
Her communication did nothing to foster a good relationship with me and I certainly wouldn’t recommend that company.
As it turns out, her boss, a director of the company will be conducting the final inspection which will give me the opportunity to provide feedback.
Thinking about your workplace, are you aware of the communication between your people and your customers? Are you confident that the communication follows your policies and procedures? Have you trained your people? What would your customers say about their interaction with your people?
Would they be wondering if it’s lack of care or lack of training?