Author : Dr. Gary S. Goodman
I was consulting to a political campaign where the candidate had been a very successful newscaster, so his performance skills, from the platform and on radio and TV were really sharp.In fact, they were award winning.My role was to shape his messages, and to critique their impact.I reviewed the press releases, flyers, and other written materials, and I paid special attention to his speeches to constituents and community groups.Once, along with his campaign manager, we were having a feedback session with the candidate, at headquarters, and I noticed something amazing about him: He accepted criticism more gracefully than I had ever witnessed anybody doing it, before.He nodded his head, occasionally closed his eyes to visualize what I was recommending, and he simply replied, "Ok" or "That's helpful" or "Good."Immediately, he implemented the suggestions he liked.The criticism bypassed the typical ego filter that most of us have. This is the self-protective device that says, "I shouldn't have to hear this!" or "What does he know about this?"His filter was disabled, shut off, suspended, or very, very unobtrusive.In a word, it made him a pleasure to work with.Oh, yes, I nearly forgot.He won several terms of service in Congress, and as far as I'm concerned, he distinguished himself.Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com.
Keyword : customer service training,sales training,success,telemarketing training,customersatisfaction.com,USC
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