Consultant offers tips to business leaders

Your ability to make a positive difference in the lives of others is connected to your willingness to be vulnerable.

That message was the heart of a recent keynote talk by Joe Takash, president of Victory Consulting, who addressed nearly 200 business and community leaders at Monty's Banquets in Bensenville.

Sponsored by Robert Morris College and hosted by Bensenville Chamber of Commerce, the interactive luncheon program was called "The Five Keys To Service Excellence."

Takash suggests the following.

• Vulnerability is a strength, not a weakness.

Admitting that you don't recall somebody's name is one example of making yourself vulnerable, but ultimately empowers you, Takash said.

He offered tips on remembering names, such as developing associations with a given person's name, writing it down and saying it at least three times in your initial conversation -- of course, not in rapid-fire fashion.

Whatever approach works for you, the results are powerful, he said, because knowing someone's name -- and using it with sincerity and warmth -- is a doorway to great human, and business, relations.

• Treat people like they are superstars.

To underscore his superstar-treatment point, Takash shared the story of a recent, exhausting road trip he took with his family, and the warm, personal attention they received from a hotel in Pennsylvania.

The service, which included the staff using his family members' names, was so good that he considered moving his family into the hotel for awhile, Takash jested.

"Hampton Inn gets a 200-person plug because of their service," he remarked.

• Solicit constructive feedback.

In sales, conventional wisdom is to focus on "ABC," or "Always Be Closing." While that approach has its merits, Takash said "ABO"-- or "Always Be Opening" -- was even more important.

"What kind of first impression do you make to other people?" he asked.

Some 97 percent of unhappy customers never say anything directly to the individual or business entity that has a stake in knowing about that unhappiness, Takash said. So it's crucial that you seek input from others to detect your "blind spots."

Takash cited a survey in which 93 percent of business leaders indicated they are effective communicators, but only 11 percent of their employees agreed with that assessment.

"That's an 82 percent perception misalignment," Takash said. "The key is to solicit feedback."

• Watch Your Tone of Voice.

Takash posed this intriguing question to the audience: of these four tones of voice--sarcastic, abrupt, arrogant and condescending -- which one is most often cited as the most offensive?

"Condescending" was the overwhelming reply, and accurately so. However, we all need to be mindful of the tone of voice we use with others, Takash said.

• SHEE is the Key.

S is for "smile," H is for "handshake," the first E is for "eye contact" and the second E is for "enthusiasm," which elevates the impact of the first three elements, Takash said.

He guided the audience through a series of funny role-play exercises that cemented the importance of a sincere smile, a firm handshake and warm, direct eye contact. Capping it all is enthusiasm.

"Enthusiasm is a choice," Takash said. "It's not about a Happy Meal or doing a back-flip. Be an initiator. Do I play not to lose, or do I play to win?"

• Value what other people value.

Our natural tendency is to be self-centered, but it's vital that we genuinely seek to turn the spotlight on others, Takash said.

Some business-related questions that help spark conversations include "what are you most proud of at your company?" and "what are your biggest challenges?"

But it's essential, too, to go beyond strictly business, Takash said. A simple question that can build extraordinary rapport: "What are you passionate about outside of your work?"

"Talk to a person about themselves and they will listen for hours," Takash said.