WOW Word-Of-the-Week #455: Chemistry
April 24, 2013 by Susan Clarke · Comments Off on WOW Word-Of-the-Week #455: Chemistry
Chemistry – mutual attraction; rapport.
Have you ever felt a mutual attraction with a complete stranger? Have you ever felt instant rapport with someone you do business with? Do you think there is chemistry between you and your favorite customers, guests, members or clients?
Evan & Me @ Talent Show
This week’s WOW is a follow up to last week’s on competence. To recap I think “great service” has lots of components. Not only do you need to be competent, have confidence and be comfortable in your own skin, you also need to be able to “read” people.
By that I mean, you need to know how they want to be treated. We all have different behavioral styles. Some people are extroverted, some people are introverted. I believe you create a connection with people when you “read” them correctly. That then leads to developing “rapport.”
That made me think of the rules I’ve talked about at many of my presentations:
The Golden Rule: Do Unto Others as Though You Are the Others.
The Platinum Rule: Do Unto Others the Way They Want to Be Done Unto.
When I asked Evan (my favorite waiter on our last cruise) what he thinks makes for great service, he used the word chemistry. I think charisma is part of that too.
Looking up the definition for chemistry triggered my interest in looking up the definition of
- rapport – relationship of emotional affinity.
And that triggered my interest in looking up the definition of
- affinity – a natural attraction, liking, or feeling of kinship.
I know I really like being served by someone who I like and feel a natural attraction to. How about you?
This week’s focus is on chemistry. Are you able to create instant rapport with your customers, guests, members or clients? Have you talked to your staff about the importance of creating connections? Are they able to read people and treat them accordingly? Do you remember the last time you felt “chemistry?”