A positive approach to the customer

Written by Buljan & Partners Consulting

Look at these operations and write down what you see:

5×5=25      10+5X2=20      8×2=16     18-6=11      5+3+2=10        9:3=3

If your answer is “the subtraction is incorrect”, you’re right, but if your answer is that five operations are correct and one is incorrect, is even better and what is even better still is that you will be giving more complete and effective information.

So why do we only focus on the incorrect answer if there are more correct answers than incorrect ones and waste so much valuable information? And who is more intelligent? The person who quickly identifies the error or the one who sees the complete information?

Harvard professor Tal Ben-Shahar has demonstrated through various investigations that a positive approach in companies is more profitable than the traditional orientation to the error. According to Ben-Shahar companies that recognize and devote attention devote attention to what is being done well, have its employees strive 87% more than when the company culture is based on searching for and deleting “spots”.

With positive consulting we help clients identify “operations” that are executed well, and make them aware of all the information so they can use their strong points more intelligently in addition to creating a healthy, very different climate.

But the positive approach towards the customer is not positive thinking nor conveying optimism (although these can be the consequences of applying it) and especially not neglecting the negative, but focusing on and helping the clients focus on their strengths and the points they dominate as an expert; to determine general procedures (internal Benchmarking), to innovate, create value and of course correct the irregularities and errors.

When we apply the positive approach to projects, we take the lead by setting and transmitting high expectations of the results and the client work force, trusting that they are able to make them grow; putting the attention and energy on helping them get what they have not been able to achieve before.

Being truly committed to the client often involves helping them to refocus their personal point of view”, applying a positive approach towards themselves by re-grading the lenses through which they see themselves to allow them to recognize qualities, values, or specialties with which to successfully position themselves in the professional environment.

But whatever our view on the client, it is very useful to be reminded at least once every hour of:

“If you do not value the positive, the positive is devalued and lost”.


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